Culture Playbook and Implementation

CAO: Megan O’Callaghan

Population 10,000 to 49,999

The city of Dublin, Ohio, received the 2026 ICMA Strategic Leadership & Governance Award for its innovative Culture Playbook and Implementation, a citywide initiative designed to strengthen organizational culture and align employees around a shared purpose. As Dublin continued to grow and evolve, city leadership recognized that delivering exceptional public service required more than effective policies and procedures, it required a workplace culture built on shared values, accountability, collaboration, and service. The Culture Playbook was developed to provide employees with a practical framework that reinforces these principles in their daily work.

The initiative was built through an employee-centered process that emphasized listening and collaboration. Following a workplace engagement survey and focus groups involving staff from across the organization, the city partnered with organizational culture experts to identify strengths, opportunities, and behaviors that define Team Dublin. These conversations led to the creation of the Culture Playbook, introducing concepts such as taking ownership of one’s “20 Square Feet” while encouraging employees to positively influence their immediate work environment and contribute to a culture of excellence.

To ensure the Playbook became part of everyday operations, Dublin invested heavily in implementation. Every full-time employee participated in comprehensive training, and the Playbook was incorporated into onboarding, leadership development, team meetings, and employee recognition programs. Visual reminders throughout city facilities and regular “culture moments” during meetings reinforce the organization’s core beliefs of being Driven by Excellence, Better Together, and Dedicated to Service, ensuring the initiative remains an active part of the workplace rather than simply a written document.

The Culture Playbook has already produced measurable results. Post-implementation employee engagement surveys showed stronger alignment around the city’s core values and an increased sense of inclusion among employees. Staff reported greater ownership of the workplace culture, while recognition programs and collaborative initiatives have strengthened engagement, retention, and cross-department cooperation. The initiative has also created a consistent organizational framework that supports leadership development, innovation, and high-quality service delivery throughout the city.

Dublin’s Culture Playbook demonstrates that intentional investment in organizational culture can be a powerful driver of public service excellence. By actively engaging employees in defining workplace values, reinforcing those values through leadership and recognition, and embedding them into everyday operations, the city has created a sustainable model for organizational success. The initiative highlights the critical role professional local government managers play in building engaged, high-performing teams that are well-equipped to meet the evolving needs of their communities.