Success Stories
Peak Project Highlights
Denver Human Services - Long-Term Care Benefits
Spanish Translation Quick Sheets
What, Why, & How
Official communications sent to Spanish-speaking customers are often translated in free software and are inaccurate and/or culturally insensitive, creating a barrier for vulnerable populations accessing long-term care benefits. A native Spanish speaker, this Black Belt created a translation document with all the most common emailed text.
Key Innovators
Azalya Realivazquez
Outcomes
Improved equity and an increase in Spanish-speaking customers receiving benefits in a timely manner.
$257,470 in Soft Savings ($26,092 of which is customer time)
Department of Public Health & Environment - Vital Records
Online & Phone Order Intake and Paperless Project
What, Why, & How
The Denver Vital Records team's call volume was too high to manage and their online order process was nearly impossible to manage. Additionally, their processes were causing them to print unnecessary amounts of paper. So, they contacted Peak to help lower call volume, reduce printing and improve online order intake.
Key Innovators
Steve Castro, Paula Andrade, Maria Garcia, Rokendra Bradford, Sallie Leyba, Rick Brunet
Outcomes
Vital Records implemented a new phone system and worked with 311 to revise the phone tree to alleviate their call volume. They also entered in a new contract with Vitalchek for faster online order processing and revised their mortuary order process to eliminate the need to print documents.
$483,000 (Soft & Hard Savings)
Department of Transportation & Infrastructure - OHR Team
2022 – 2024 Strategic Planning
What, Why, & How
The OHR team in DOTI has never had a strategic plan set forth to define the team’s mission, vision, values, and goals. We held an all-day workshop with the 9 team members to brainstorm, strategize, and decide on what the team’s 2022 – 2024 strategic plan should look like. The team used Peak instead of hiring a consultant.
Key Innovators
Jack Davies, Cierra Pennal, Danielle Quintana, Elena VanDecar, Erika Byers, Esperanza Nuanes, Gabriele Bankers, Scott Daukus, Veronica Lipsey
Outcomes
- 1 Mission Statement
- 1 Vision Statement
- 4 Focus Areas
$3,800 (Soft Savings)
Office of Community Violence Solutions & Youth Programs
Team Merger and Strategic Planning
What, Why, & How
OCVS and Youth Programs were merging into one team, so they sought out Peak to help manage this significant change and build a strategic plan to set a clear direction for the new team to follow.
Key Innovators
Leadership and staff of OCVS and Denver Public Safety Youth Programs
Outcomes
Increased trust and more collaborative team dynamic along with 1 mission, 1 vision,. 6 values, 10 objectives, 32 tactics and 35 metrics established.
$5,000 (Hard Savings)
Community Planning & Development
Permit Intake Process
What, Why, & How
The backlog of permits in CPD was significant, causing a pile up of work for reviewers and increasing wait times for customers. A workshop was held to strategize how we could reduce the backlog and waiting days for customers.
Key Innovators
T.C. Bohnet, Ken Brewer, Paula Schmitt, Jennifer Butler, Khary Clark, Angela Abeyta, Chad Scott, Amanda Jensen
Outcomes
- 43% decrease in reviews past due
- 22% increase in reviews on time
- 6 day reduction in median days late
$3.275 Million (Customer Savings)
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Building a Strategic Plan for Lean Transformation, with the Denver Peak Academy
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