Since April 1995, the Transportation Department has worked with Innovative Resources Consultant Group, Inc. to develop a Strategic Plan for Santa Monica=s Big Blue Bus and prepare Department personnel to meet the challenges of a changing organization.

The Big Blue Bus Strategic Plan, through its goals and strategies, is the vehicle by which the Department will move into the 21st century. Since its inception in 1996, the Plan has served as a blueprint for significant bus service improvements (such as the TIDE electric shuttle service, service to the Getty Center and the Green Line, as well as system wide service increases); facility expansion and upgrade; and enhancement of passenger amenities in coordination with the community=s urban design improvements. Organizational development is a critical element in ensuring that the Big Blue Bus can meet this ambitious program. The Strategic Plan and related organization-wide training provide the Department with the tools to achieve its vision of AExcellence in Transportation Services.@

In March 1995, the Transportation Department requested proposals from organizational consultants to provide a program to transform the Department into a Avalues-based@ organization. Innovative Resources Consultant Group, Inc. (IRC) was selected in a competitive process involving three firms. Over the past four years, Innovative Resources has helped the Department develop the Strategic Plan, including establishment of a vision, mission statement and identification of strategic goals; adoption of organizational values and behaviors. They have also provided training in customer centering. Based on the demonstrated quality of IRC=s work and the excellent results achieved to date with employees, the Department will benefit from continued use of IRC to facilitate the process.

Customer Centering - Continue the program begun in fiscal year 1998-1999 to train Big Blue Bus employees in customer centering techniques. This program orients employees to the concept of Aunanticipated@ service excellence toward both internal and external customers.

Ongoing Organizational Development Support - Provide facilitator for planning sessions to update the Big Blue Bus Strategic Plan and provide orientation to new task forces regarding group processes and how to accomplish task force goals and objectives.

Management/Supervisory Support - Provide an AExcellent Leader@ program to new supervisors and ongoing support to all management/supervisory staff.