BRIEF: Arizona A Model For Operational Efficiency

News Release

November 1, 2019

This week, the National Governors Association (NGA) hosted its fall chief operating officers (COO) meeting in Phoenix. The NGA’s decision to host it’s COO convening in Phoenix is a testament to the innovative work happening across Arizona’s state agencies to make government more efficient, effective and customer service-driven.

As part of this recognition, the Governor’s Office and the Government Transformation Office hosted a tour of the Arizona Management System (AMS) for representatives from other states to witness first-hand the improvements to customer service that Arizona has achieved. Visits to agencies included the Arizona Department of Environmental Quality, the Arizona Department of Health Services, the Motor Vehicle Division and the Arizona Health Care Cost Containment System.

Governor Ducey implemented AMS in 2015 to eliminate unnecessary regulation and waste in state government by continuously improving government efficiency. The system empowers and equips state employees to identify strategic goals and solutions to provide better services for Arizonans.

Below are recent examples of AMS successes:

Serving Those Who Served Our Nation:
The Arizona Department of Veterans’ Services (ADVS) set outreach goals to increase awareness of the Veteran Toolkit Program, which connects veterans with access to employment necessities including transportation, supplies and clothing. Using AMS, the Department partnered with the Department of Economic Security to ensure the toolkit was accessible to veterans— no matter what door of state government a veteran came through. Since applying these changes, ADVS has seen a 300 percent increase in Veteran Toolkit applications, allowing the agency to better serve veterans seeking employment.

Improving Health Awareness:
The Arizona Department of Environmental Quality (ADEQ) implemented the first phase of its plan to better educate Arizonans on the danger of sulfur dioxide (SO2) emissions. After using AMS principles to connect with community members and determine the feasibility of providing residents with notifications, ADEQ developed an app called Arizona Air. The app provides notifications and alerts to Arizonans with the steps they can take to better protect from SO2.

Processing Applications Faster:
The Arizona Health Care Cost Containment System’s (AHCCCS) Division of Member Services prioritizes timely processing of its Arizona Long Term Care applications. By developing new standardized processes to improve timeliness and equipping staff with these tools, AHCCCS increased the number of applications processed in less than 45 days from 48% in 2016 to 85% today.

Improving Food Scores And Saving Time:
The Arizona State Veteran Home in Tucson improved neighborhood food stocking time and decreased the number of phone calls to its main kitchen, which prepares food to be delivered to residents. The home improved efficiency by implementing a Grocery List on which nursing aides could place food orders. Through the Grocery List, the home had more time to prepare, gather and deliver food, which improved the quality of the meals prepared and the residents’ responses to the food they received.

See more examples of AMS success stories HEREHERE and HERE.