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Operational Excellence

Business Process Improvement

Operational Excellence (OpEx) is Baltimore County’s business process improvement initiative. Part of the Office of Information Technology (OIT), the OpEx team works with agencies, departments, offices and programs across the County to identify current operations, recommend alternative practices to improve services, and implement sustainable changes.

OpEx methodology utilizes a People, Process, Policy, Technology
framework to structure and analyze project work.

OpEx serves the County in three ways:

  • Proactively partnering with departments to improve efficiency and effectiveness through changes in behavior, policies, process or technology
  • Reactively undertaking reviews and assessments to meet core objectives
  • Supporting County programs, departments and offices for continuous process improvement, including training, development and project-based engagement

OpEx is currently engaged in 14 projects across seven departments:

  • Budget and Finance
  • Economic and Workforce Development
  • Health and Human Services
  • Information Technology
  • Public Works
  • Recreation and Parks
  • Sheriff's Office

Successful Projects

Department of Social Services

The Document Management Center (DMC)  was designed with scalability in mind to be able to absorb and centralize administrative, back-office, and similar activities throughout the Department of Health and Human Services – a central services operation.

Using the Department of Social Services (DSS) as the pilot, the DMC targeted issues confronting the DSS sites. These included centralizing all USPS mail, faxes and scanning processes.

The first quarter of 2015 shows a total of 10,598 documents received by the DMC representing 27 percent of the scanning countywide. This has freed up limited resources at the local district offices and systemic overtime work practice for scanning purposes has been discontinued.

The layout of the Drumcastle DMC.
The layout of the Drumcastle DMC.

Baltimore County Police

OpEx partnered with the Baltimore County Police Department on an evaluation of workload versus staffing levels; and partnered with the OIT's electronic services unit to analyze workload and realign non-emergency services from a walk-in to a scheduled basis. This work identified specific efficiency improvements that represent an annual operational savings of $360,000.

Workers Compensation

OpEx completed a project with the Workers Compensation Department to develop policy, processes and technology recommendations – particularly involving the timely transfer of completed case files to the law office. The standards of work, technical modifications and processes resulting from this project improved both the quality of product and operational efficiencies among all parties.

Current Projects

  • Building on the “lessons learned” from the SHAPE project, SHAPE II will centralize certain administrative functions throughout Health and Human Services, such as the client interface through phone, Web, email and fax, and explore other cross-functional approvals and  consolidations to improve customer service and program productivity.
  • Conduct a Business Process Analysis (BPA) for Recreation and Parks to realize efficiencies from a standardized scheduling system with other county stakeholders.
  • Perform evaluation, workflow analysis, and streamlining of process for Liabilities Claims Management to improve customer service and documented follow-up.
  • Conduct a Business Process Analysis for Animal Services to operationalize transition to new facility.
  • Perform a process evaluation and workload analysis for construction inspection system for Public Works.
Page Last Reviewed: April 27, 2015
Revised October 11, 2017         


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