News Releases
Office of Governor Gary Locke
FOR IMMEDIATE RELEASE - April 30, 1997
Contact:  Governor's Communications Office, 360-902-4136

Locke directs agencies to improve quality, performance

OLYMPIA - Gov. Gary Locke today ordered all state agencies to embark upon an aggressive long term effort to improve the quality, effectiveness and efficiency of state services.

In a speech to nearly 1,000 mid- to top-level managers in state government, Locke made it clear that accountability will be the centerpiece of his administrative style. Cabinet officials also have been informed that their tenure will be directly linked with how much overall steady improvement is demonstrated by the agencies they administer.

"The days when managers could gain rewards or avoid penalties just by keeping their heads low are over," Locke said. "At the same time, I'm very well aware of the fact that the overwhelming majority of state employees are creative, dedicated and caring people. With more training and a workplace where continuous improvement is a deep cultural value, our employees can make Washington state agencies the model for customer service and effective performance by the turn of the century."

Issuing the second executive order of his administration, Locke directed each agency to formulate plans for continuous improvement similar to efforts taking place in the private sector and to appoint a steering committee comprised of senior, mid-level and front-line staff to keep the effort on-track.

The agencies are required to identify immediate opportunities to improve service or reduce costs. The executive order was signed as Locke spoke of his plans for requiring agencies to design ways to measure their performance as they strive to improve service and reduce costs. Agencies will report quarterly to the governor on their progress.

Locke patterned his quality improvement initiative on his previous work in King County. As county executive, Locke began with a pilot project in the Records and Elections Division, which he ordered to complete election results by 11 p.m. on election nights. Business experts helped with training and technical assistance.

Through leadership, a customer focus, and by involving employees, the staff achieved the goal. Continuous improvement, another trademark of this management approach, enabled the staff to complete election results earlier and earlier each election cycle. These successes led to expansion of the program to all of King County government.

State agencies will submit plans for improving their operations by July 1. The initiative will be coordinated by Locke's Deputy Chief of Staff Fred Stephens. A subcommittee of the governor's executive cabinet will be formed to help maintain the momentum of the initiative. And Locke will reach beyond his cabinet for suggestions on making the program work.

"Partnership is central to the achievement of so many of our objectives," Locke said. "This quality improvement drive will take critical guidance from the Governor's Council on Service Improvement and Performance, which I am creating as part of the executive order. We will select highly accomplished business, education and labor leaders with demonstrated achievement in this specific field to help set our direction.

"The people of Washington expect more value for their tax dollar and better performance from the agencies created to serve them," he added. "This administration will meet the higher standards the people expect us to achieve."


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