QP C

Commission Programs and Projects
care and access, limited resources and cultural and/or
ethnic diversity. The Department must continue to be
flexible and adaptable in its response to these issues.
With the field of healthcare rapidly evolving, a demand
for more and higher quality services, and working
with a culturally and ethnically diverse population,
the Department’s challenges are complicated by the
inability to hire new staff. The Department is working
to do more with less. Information systems are being
updated and work is underway to develop a onestop
portal for staff and external partners to access
healthcare information.
Actions taken to improve quality and productivity:
c Implementing the Mommy and Baby (LAMB)
surveillance project on pre-natal health care and
outcomes, providing valuable data for multiple
agencies and task forces, and receiving national
recognition
c Developing the Performance Improvement
Learning Collaborative, providing a framework for
performance improvement
c Training all Public Health employees as first
responders, including terrorism response,
and coordinating response preparedness with
Federal, State, and local agencies
Best practices that could be shared with other
departments:
c Performance Improvement Learning Collaborative
c Employee training
Public Library
Margaret Donnellan Todd, Director
(Visited July 11, 2012)
Major quality and productivity
challenges and opportunities:
Reductions in funding have affected the Library’s
ability to provide resources, hire staff, and maintain
traditional hours of operation. The proliferation of
electronic media has forced the Library to extensively
retool the services and technologies it offers. For
example, the Library is partnering with Job Scout
to provide computer and job skills training. These
challenges have provided ample opportunities to refine
the services provided and create new efficiencies.
Actions taken to improve quality and productivity:
c Expansion of self-check machines
c Development of free mobile applications for iOS,
Android and Blackberry devices, which allow
customers to request materials on the go
c Creation of a partnership with Job Scout, an online
learning service that teaches basic Internet skills
c Collaboration with the Department of Mental
Health on providing public access computer
services in clinics and providing caregivers with
literacy and parenting skills training policies
c Implementation of “An Even Better You” program
that focuses on building confidence and selfesteem
in at-risk youth
Best practices that could be shared with other
departments:
c Analyze and recognize customer trends to
identify services and practices that are necessary
and those that are obsolete
c Refine services and practices to keep them
relevant to customers and to the times
Registrar-Recorder/County
Clerk
Dean C. Logan, Director
(Visited May 2, 2012)
Major quality and productivity challenges and
opportunities and actions taken:
The key challenge facing the Registrar-Recorder/
County Clerk is to streamline and refine internal
processes in order to maintain quality and efficiency.
As an extremely paper based department, a major
focus for meeting these challenges has been to
digitize and automate many processes, including
filing, registrations, document storage, and mailing
processes. A succession plan was put into effect
to combat potential staff shortages and gaps, while
several new efficiencies were added to the Los Angeles
County voting process.
Actions taken to improve quality and productivity:
c Partnership with California State University-
Quality and Productivity Annual Report 2012
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