Project Support Services

We are available to help your team with any process improvement projects through workshops, rapid improvement events (RIEs), and more based on your needs. In order to start a project, fill out our Project Intake Form and Peak will be in contact with you.

Example Peak Process Improvement Project:

Denver Public Library - Supplies Ordering Process

What, Why & How: DPL has 26 branches who all order supplies through the central library. Central library staff was receiving ordering from multiple sources and at an inconsistent frequency.

Key Innovators: Melissa Bordwine, Hillary Estner, Jose Villa, Kevin Delohery

Outcomes: Streamlined supply ordering, increased consistency throughout DPL processes. Reduced frustration among staff. Increased item collection time which reduced excess inventory from items being on hold. And $7,800 per year in Soft Savings!

If you are looking for a mission, vision, values, and goals that can be meaningfully measured, we can help!

Strategic Planning Project Example:

Municipal Public Defender Office - 2022-2024 Strategic Plan

 What, Why & How: The Office of the Municipal Public Defender reached out to build on their success from PEAK’s strategic planning with them in 2018, having achieved 11 of 15 high-impact action items. The OMPD board of directors wanted help to reprioritize their work and focus on process gaps.

Key Innovators: Alice Norman Matt McConville, Ari Krichiver, LeAnn Fickes, Liliana Cervantez, Alex Flood, Ryan Eldrige

Outcomes: The team came up with four focus areas of technology & data, accessible resources, community outreach and internal communication. And $5,000 per year in Soft Savings along with 4 Wildly Important Goals Set!

If you are planning major change for your staff or your customer, we can help you navigate change while building trust!

Change Management/Trust Project Example:

Department of Housing Stability (HOST) - Finance & Contracting Process Improvement and Trust Building

What, Why & How: HOST’s contracting process requires collaboration and partnership with multiple internal teams, and they were experiencing challenges related to process execution and communication breakdowns, leading to slower contract development and execution. Change was needed to improve the customer experience and increase team unity. 

Key Innovators: Laura Brudzynski, Ami Webb, Terry Friedrich,  Ebony Santucci, Jon Luper

Outcomes: After a number of process improvement and trust building workshops, each team was able to create norms for high-trust interpersonal interactions, and identify high-impact improvements to the contracting process, which reduced back-and-forth emails and increasing overall contracting speed. $140,400 in soft cost time savings! 

If your team is having trouble identifying who is accountable for what, we can help establish a shared understanding of who is responsible for what processes!

Roles and Responsibilities Project Example:

Denver Department of Public Health and Environment (DDPHE) - Administration Roles & Responsibilities

What, Why & How: The administration team was having trouble with getting coverage for some of the front desk and general administrative tasks, due to confusion on the various roles and responsibilities of the team, causing breakdowns internally and with customer service. 

Key Innovators: Meggan Parezo, Brenda Silva-Ramirez, Laura Nunez, Bernadette Giron,  Elyas Grub, Rose Maes, Candy Romero, Christina Sanchez

Outcomes: Peak helped the team to create a roles and responsibilities checklist and implemented ideas to improve internal operations and support for executive management. The project had $13,440 in soft cost savings, eliminated customer service gaps, and increased admin availability!

The Voice of the Customer workshop is designed to walk work groups through developing a plan to effectively gather their customer’s “voice”. Leveraging what you know about your work and your customer base, a facilitator will lead you through the session with a structured framework while sharing best practices in data collection along the way. You will leave with an action plan so you’ll be ready to hit the ground running on implementing your plan to effectively hear your customers.

Learn more about the Voice of the Customer Workshop!(PDF, 124KB)

If you are looking to get an extra set of eyes to help you identify pain points, productivity gains, and strengths of your process, we can help you receive outside insight!

Sign up to host a Gemba Walk

In addition to our project support, we will train your team on how to improve government and reach your goals one small change at a time!

Check out our Training Page