Clerk of the Circuit Court Palm Beach County, Florida

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Clerk of the Circuit CourtPalm Beach County,
Florida
Our Journey to Excellence
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Join us onOur Journeyto Excellence
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Sharon R. BockClerk Comptroller
Clerk Bock believes that strong leadership is
essential to achieving organizational excellence.
Leaders are responsible for setting clear
direction and creating a culture where employees
take pride in their work, actively participate in
making improvements and have a desire to reach
their fullest potential. The Clerk
Comptrollers Office began its journey to
excellence, using the Sterling Framework, in
1998.
The Clerks Vision The Clerks Office provides
the highest level of service to our customers in
a happy and satisfying workplace, where we all
can develop to our fullest potential.
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About the Clerks Office

• Provides services to a population of 1.2 million
  county residents from 8 locations in the
  following functions
• Court Services Clerk for County and Circuit
  Criminal and Civil Courts
• Finance Clerk to the Board of County
  Commissioners,
• Chief Financial Officer, County Auditor, and
  Custodian of County Funds
• Legal Records County Recorder and Custodian of
  the countys Official Records
• Operating budget of 55 million
• 750 employees

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Our Journey to Excellence1997 - 2003

• Our Culture Statement
• Values and behavioral expectations for all
  employees that
• define the relationships in our workplace
• Sterling Navigator
• Organizational assessment that established a
• performance baseline
• Our three Strategic Directions
• Organizational initiatives and strategic
  plans are
• linked with one or more of these directions
• (Our motto THINKLINK)

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Our Journey to Excellence1997 - 2003

• Our Management Operating System
• Department performance and productivity
  measurement system
• that rolls up as a dashboard at the
  executive level
• Strategic Plan
• Systematic process that involves employees at
  all levels of the organization
• Customer Service Focus
• Integrated customer service system that includes
  employee training, customer satisfaction
  measurement, complaint processing and process
  improvement

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Our Journey to Excellence1997 - 2003

• Employee Satisfaction Focus
• Integrated employee satisfaction programs
  that include annual employee surveys and an
  employee/management team approach to improving
  employee satisfaction
• Pay-for-Performance
• Performance increases based on twice-yearly
  appraisal ratings
• Our Process Improvement Model (PIM)
• Six-step problem-solving and improvement
  process
• that is used at all levels of the
  organization

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Why Use the Sterling Framework?

• The answer is simple the return on investment,
  of course!
• For your organization
• A unifying vision and direction
• Cost savings
• High levels of customer satisfaction and loyalty
• Happy employees
• For your customers
• Increased efficiency
• Friendly, accurate and timely service
• For your community
• A role model for business excellence

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What did the Sterling Framework do for the Palm
Beach County Clerks Office?

• By establishing our three Strategic Directions,
  measuring our performance and making incremental
  improvements, we accomplished outstanding
  results

• DELIVER OUTSTANDING SERVICE
• Customer satisfaction ratings over 97 since 2001
• BE EFFECTIVE AND EFFICIENT
• Cost savings of over 750,000 from process
  improvements since 2001
• AAA Bond Rating one of only 8 counties
  nationwide so rated
• Return of 6.5 million in unspent funds from
  budget to the taxpayers of Palm Beach County
• BE A GREAT PLACE TO WORK
• Employee satisfaction ratings that are at or near
  national benchmarks in areas such as work and
  family balance, training, organizational
  direction, loyalty, benefits and recognition

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Excellence Essentials

• Clear vision and direction
• Full commitment of the leadership team
• A culture of respect and support
• Willingness to learn from mistakes
• Open communication
• Teamwork
• Creativity
• Positive outlook
• Celebration of successes

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Take the First Step

• Ask questions! Call Alyson Goermar at (561)
  355-6824 or send an e-mail to agoermar_at_co.palm-bea
  ch.fl.us
• Attend our annual Best Practices Showcase
  (scheduled for April 7, 2005) in West Palm Beach
• Visit our website at www.pbcountyclerk.com to
  view our Governors Sterling Award application
• Visit our office to see systems we have used
• Attend the 2005 Sterling Conference
• Research Sterling Opportunities
• Sterling Navigator
• Sterling Challenge
• Regional Training
• Regional Team Showcase