Dear CDPS members,
In just a few days, we will start the new fiscal year. Thank you for all your hard work contributing towards our goals and our mission over the past year. As we announced during the June
Hangout with Hilkey
, FY19 will be “The Year of the Customer” here at CDPS. Our Wildly Important Goals all incorporate a customer service component. We are also encouraging each and every one of you to spend time this year thinking about who your customers are, considering their needs, and taking action to deliver excellent customer service and improve the way we serve our customers -- both internal and external.
If you missed the Hangout, watch it below for more information about this campaign. The first step is identifying the specific customers you serve. Submit your list to
CDPS_Info@state.co.us
by July 1 to be entered into a drawing for CDPS swag and a small amount of admin leave. Also, read on below for our new “Customer Connection” feature, in which we will highlight stories, successes, tips and ideas each month to inspire you in your customer service journey.
Thank you for all that you do and for being part of our team as we continually strive for excellence.
--Stan Hilkey
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Customer Service: The Customer Connection
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Are You My Customer?
According to author Ken Miller, one of the “myths” of public sector work is that governments don’t have customers. After all, can a citizen choose where to get a driver’s license or a hunting permit? While government may not have customers in the same sense that the private sector has customers, every public employee provides a product or a service to a specific end user. Each of us also has at least one direct internal or external customer. We each also have stakeholders and beneficiaries that indirectly benefit from our work, or have an interest in how the work is done.
As a public employee, how do you identify your direct customer?
- A direct customer can generally be defined as a person or group that consumes the product or service provided.
- A stakeholder is a person or group that affects or is affected by the product or service provided, but that does not directly consume the product or service.
- A beneficiary is a person or group that indirectly benefits from the product or service provided. Taxpayers, for example, are beneficiaries of every government service, though all taxpayers may not be direct customers of each product or service.
Improving customer service means knowing exactly who it is we serve and the “product” we deliver. During the “Hangout with Hilkey” earlier this month, we challenged CDPS employees to create customer lists. If you’ve created your customer list already, thank you! If you haven’t done so yet, there’s still time to take a few minutes to list your customers. All lists that are submitted to
CDPS_Info@state.co.us by July 1 will be entered in a drawing for a prize in early July.
Check out
this blog for questions you can ask to help you hone in your direct customers, stakeholders and beneficiaries. At CDPS, FY2019 is the Year of the Customer, which means maintaining a customer focus in all that we do and soliciting and incorporating customer feedback to make continuous improvement.
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Green Tip from your Green Team: Use Less Paper
Minimize office printing
.
Rethink printing large documents that can be reviewed electronically. Set up the default printer settings to double-sided printing with narrow margins.
Save Paper at Meetings
:
Skip providing printed agendas, handouts or copies of slides to attendees. Instead, project the agenda and presentation, and/or email your presentation to participants. Want to encourage note taking? Distribute scrap paper for notes and questions instead of printing an entire slide deck for each person.
Do not use paper that is not compatible for recycling
such as thermal fax paper, glossy/plastic coating paper and bright colors.
Instead, utilize 30 percent recycled content copy paper (
Greening Government EO Requirement
).
Change paper processes to online processes
.
Use Google Forms, Google Docs, and other online tools to gather information and communicate.
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DHSEM Team Completes 48 Site Visits, Achieving SPI Goal
As of May 24, DHSEM's Subrecipient Monitoring Team had 48 site visits, exceeding the goal they established for the fiscal year as part of the CDPS Performance Plan. Each Division has a strategic policy initiative (SPI) in the Department performance plan and the DHSEM SPI for FY18 focused on visiting funding subrecipients to help ensure that they comply with federal and state requirements, thus minimizing chances of their communities losing funding.
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CDPS Team Tops Fundraising Chart in Special Olympics Torch Run
Representatives of every CDPS division joined forces to raise $2,235 for Special Olympics via the Tribute at the Capitol Law Enforcement Torch Run on May 31. The CDPS team was the top fundraiser for the event! A total of 73 CDPS members participated on the team, which was organized by State Patrol Sgt. Rob Madden with help from team leads from each division.
The next opportunity to participate in a CDPS Special Olympics team will be the Plane Pull on Aug. 4.
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Red Nose Day Blends Fun, Fundraising to Help End Childhood Poverty
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CDPS members gathered for a red-themed potluck and donned clown noses on May 23 as part of national Red Nose Day. Red Nose Day is a fundraising campaign run by the non-profit organization Comic Relief Inc. CDPS participants donated a total of $330 to help end childhood poverty through the awareness campaign.
Hazel Heckers and Bernie Sena from CBI and Joy Fernandez from DFPC organized the CDPS event. CBI Director John Camper and CDPS Executive Director Stan Hilkey both stopped in to celebrate alongside staff.
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DCJ Rocks One Sock in Honor of Missing Children
National Missing Children's day is May 25 (see story, below). In support of missing children, their families, and the work being done to bring missing children home, members of DCJ "rocked one sock" on May 25.
In addition to raising awareness, participants donated funds to raise money for the National Center for Missing & Explioted Children. The DCJ team raised a total of $101 for the cause.
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Google Offers New Gmail Interface
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On June 4, Google rolled out a new Gmail interface that you can
choose to opt into. Some of the features include:
- Apps like Calendar and Tasks are integrated directly into a side panel on the right, saving time so you don't have to navigate back and forth between tabs.
- The functionality to open attachments, RSVP to a meeting invite, and take other actions without opening an email thread.
- The ability to work in Gmail offline. To enable this feature click the gear at the top right of Gmail to get to settings, click the 'Offline' tab at the top, and toggle to enable the feature.
To opt in, go to the gear in the top right of your Gmail and click "Try the new State of Colorado Mail." The opt in period is for you to try out the new Gmail interface and ask questions. Eventually, everyone will transition to the new Gmail.
Find out More on TechU.
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DCJ Presents Annual Awards
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DCJ celebrated the excellent work of teams and individuals during their annual awards event on June 7 at Addenbrook Park in Lakewood. This year's award winners were:
- Employee of the Year: Peg Flick
- Innovation Award: Laurence Lucero
- Innovation Award: Michelle Gang
- Team Productivity Award: Human Trafficking Team
- Community Service Award: DCJ LSI Cohort 2
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CDOT Honors Traffic Safety Champions
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Impaired Driving Enforcement
Trooper Michelle Archer, Troop 2B
Trooper Nathan Grimm, Troop 3A
Trooper Marty Plakorus, Troop 3B
Trooper Aaron Robertus, Troop 3C
Trooper Jerry Sharp, Troop 3C
High Visibility Enforcement - Rural
Troop 3D
Child Passenger Safety
Colorado State Patrol (Agency award)
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Click it or Ticket - Individual
Master Trooper James Casebolt, Troop 2C
Trooper Christopher Padilla, Troop 3B
Trooper Billy Salazar, Troop 5B
Trooper Jason Shimp, Troop 4B
Trooper Kelby Siegfried, Troop 3A
Click it or Ticket - Agency
Troop 1D
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Our Public Safety Mission in Action
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CBI Names Poster Contest Winner in Honor of Missing Children
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National Missing Children’s Day is on May 25, 2018. Each year, CBI joins the National Missing Children's Day campaign sponsored by the United States Department of Justice (DOJ) in which children are encouraged to submit posters for a national competition.
This year, CBI selected Makayla Ward of Longmont as Colorado's winner of the poster contest. Colorado honored the top three poster winners at an event in Longmont on May 22.
“The vibrancy of the colors in all of the posters, along with the poignant essays about ‘bringing our missing children home,’ shows the talent of our youth and their willingness to give a voice to this critical community issue,” said CBI Director John Camper.
Colorado law enforcement received nearly 9,120 reports of missing children in 2017. The reports were primarily for runaways, and were resolved within a few days or weeks. As of May 9, 2018, there were approximately 100 cases of long-term missing (those missing three years or more) juvenile cases still active in Colorado.
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CSSRC-Led Project Demonstrates Inter-Divisional Collaboration
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When the legislature tasked the Colorado School Safety Resource Center (CSSRC) to create an educational program to prevent juvenile sexting in 2017, the first concern of the Center was reach. The model needed to satisfy the mandate that juveniles who had been cited with a civil infraction under the new statute could access an educational program, regardless of where they lived within the State.
Although CSSRC staff enjoy being road warriors, this task was too large to meet statewide training needs in person. Project lead Margaret Ochoa mobilized resources and reached out across divisions to make a distance learning option a reality. Her project engaged the help and expertise of members of CBI, DCJ, the State Patrol and partners in the EDO.
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Wildfires Occupy Entire Month of June
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Firefighters, emergency managers, Troopers and the staff who provide behind-the-scenes support for emergency responses have been busy the entire month of June responding to wildfires. The largest of the fires, the 416 Fire near Durango, began on June 1 and continued all month. CDPS staff also responded to the Burro Fire, Bocco Fire, Buffalo Fire, Upper Mailbox Fire, Horse Park Fire and more.
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SOMB Conference to Feature Nationally & Internationally Reknowned Speakers
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The 12th annual Sex Offender Management Board Conference will feature keynote speakers who are nationally and internationally reknowned: a mother who lost her son to a child predator and now fights for justice for missing children, and a sexual assault prevention advocate who is an expert on the link between pornography and sexual violence.
The conference’s theme is “Making a Difference, Working Together to Prevent Sexual Violence.”
Patty Wetterling's 11-year-old son was abducted by a gunman, his remains not discovered until 27 years later. Wetterling is a nationally recognized educator on the issues of child abduction and sexual exploitation of children. During her presentation at noon on Wednesday, July 11, Wetterling will share her personal story of the investigation following her son’s abduction in 1989, as well as lessons learned from working with hundreds of searching families across the nation.
Maree Crabbe is coordinator of an Australian violence prevention project and co-producer of the documentary films “Love and Sex in an Age of Pornography” and “The Porn Factor.” Crabbe will present on the link between pornography and sexual violence at noon on Thursday, July 12. Later that afternoon, the conference will feature a screening of one of Crabbe's films, followed by a presentation and talk-back with Crabbe.
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Safety Expo a Success
More than a dozen safety-related agencies, including multiple divisions from CDPS, teamed up to educate and interact with the public at the annual Public Safety Expo at Regis University on June 2. CSP Sgt. Joy Grissom is a key organizer of the event.
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Wildland Fire Academy
The Colorado Wildland Fire and Incident Management Academy was held the week of June 4 in Salida. Several staff from DFPC and DHSEM were there teaching, learning, and supporting the academy. The academy is also financially supported by DHSEM.
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Do you have news, stories, events, "People on the Move", or other content to share with all CDPS employees? Submit your story ideas, details and photos by the 10th of the month to your Division PIO or to
Patricia.Billinger@state.co.us
.
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