Continuous Improvement

Continuous Improvement

Effective organizations continuously look at what they do and how they do it to ensure they are performing effectively and achieving results.

Continuous improvement (CI) involves ongoing evaluation of service delivery processes to identify and remove inefficiencies or waste.

The goal is to make processes more efficient and in turn to deliver more value to the citizen.

Since 2017, the City of St. John’s has been building a culture of continuous improvement, advancing its core value to continue to do things better, every day. The City’s CI strategy involves a focus on awareness and training; projects; tools and methodology; and governance and metrics.

Nearly 500 employees from across the organization have been trained in CI with eleven employees receiving a LEAN Green Belt certification in 2017-18. Training continues with a goal to have every employee exposed to CI.

To ensure the City’s CI journey is implemented in the best way possible, an internal governance structure has been established that includes a steering committee, project review committee, and community of practice. Additionally, a roadmap for how to embed CI into the City’s culture was developed and is being implemented. To learn more about the City’s CI journey, watch our video City of St. John's Continuous Improvement