Great story about Lean in Spokane Co., WA

Spokane County COO Dickson makes gains in government efficiencies – Spokesman.com

Here’s an excerpt: ‘Previously, the department’s practice was not to accept any money on a late sewer payment unless the full amount could be paid. Now the department will accept whatever amount of money a customer can pay and set up a reimbursement plan for the rest. “The rules that were in effect, you pay for the entire amount or nothing at all, it wasn’t good for the customer,” Anderson said. “It wasn’t good for us.” Dickson is quick to point out that the idea came from staff members like Anderson, not himself.’

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