The intent of the program of activities was to create a highly effective and highly regarded city government that could produce outcomes that would exceed customer expectations.  This was to be achieved by embracing an outcome based management philosophy, defining the organization’s culture, and aligning the organization’s systems to management philosophy and culture. This case study describes the adoption of the outcome based management philosophy and defining the organization’s culture.

The organizational change journey began with the proposition that great city government organizations don’t evolve or happen as if by magic.  Great city government organizations are created by strong leadership with a strong sense of organization purpose, mission, expectations for good outcomes, and an underlying set of understandable values.  Collectively these elements must be described, understood, and embraced by all employees of the organization. 

This case study briefly reflects on the major organizational change eras and initiatives during the 14 year period and documents the perceptions of the community regarding the effectiveness of city government in achieving outcomes and providing high quality customer service.