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Office of Governor Pete Ricketts

Gov. Ricketts Highlights Process Improvement Successes in State Government

Media Contacts:  

Taylor Gage, 402-471-1970

Justin Pinkerman, 402-471-1967



Media Release:

Gov. Ricketts Highlights Process Improvement Successes in State Government


Gov. Ricketts (holding proclamation on left) celebrates the State of Nebraska’s

process improvement successes with State teammates and customers.


LINCOLN – Today, Governor Pete Ricketts and the Nebraska Department of Administrative Services (DAS) highlighted process improvement successes in Nebraska state government.  Earlier this month, Governor Ricketts proclaimed October as Center of Operational Excellence (COE) Month in Nebraska.


“My administration is constantly working to create a more effective, more efficient, and more customer-focused state government,” said Governor Ricketts.  “The Center of Operational Excellence has been a key piece in working toward this goal.  Thanks to their work, taxpayers are seeing great results and better customer service.”


The COE is a division of DAS and leads an enterprise-wide effort to instill a culture of continuous improvement throughout state government.  The COE utilizes Lean Six Sigma (LSS) methodologies to train State teammates in process improvement practices.  This training equips them to complete projects in a more effective and efficient manner in order to maximize State resources.


“Since its inception, the COE has trained over 17,000 Nebraska teammates in process improvement practices,” said DAS Director Jason Jackson.  “This has led to over 350 process improvement projects across 18 agencies resulting in over 300,000 hours being freed up for our teammates.  Because of our dedication in this area, Nebraska is now being looked to as a leader in process improvement practices by our peer states.”


In September, during the National Association of State Chief Administrators’ (NASCA) conference, the COE and State teammates received recognition from a Harvard University study for their work in process improvement.  Also, DAS teammates traveled to Missouri this week to discuss Nebraska’s efforts and successes in the area of process improvement at the 2019 State of Missouri Continuous Improvement Summit.


At the news conference, COE Director Matt Singh also announced the creation of a new Black Belt program within the LSS training provided by the COE. 


“This is an exciting time period in Nebraska COE history,” said Director Singh. “With the launch of the Black Belt program, we will be able to help support our State team members who want to improve cross-agency processes allowing the State as a whole to improve our services to the citizens of Nebraska.”


During the news conference, the COE highlighted a process improvement success story from the Division of Developmental Disabilities within the Department of Health and Human Services (DHHS-DD).  DHHS-DD Service Coordinators hold annual Individual Family Meetings (IFM) and Risk Screens with individuals receiving Medicaid Home and Community Based Services.  The 200+ DHHS-DD Service Coordinators conduct an IFM with around 4,500 individuals and guardians/families every year.  After reviewing the process for these meetings, DHHS-DD was able to eliminate unnecessary steps, shortening the process from 83 to 13 steps.  This reduced the actual meeting times from 144 to 59 minutes.  It also cut the overall time needed to schedule, coordinate, and conduct the meetings from 65 hours to 10 hours.  By making it possible to have these meetings by phone, DHHS-DD eliminated travel time for both the Service Coordinator and the individuals/families/guardians.