Operational excellence and innovation management at Spaarnelanden

Shift towards customer and results-oriented working and establishing innovation management.

2017 - 2021

Inquiry

The municipality of Haarlem has increased its responsibilities with service providers and introduced a new type of contract management based on control mechanisms. The question was: How can this transition be effectively implemented in the Spaarnelanden organization responsible for public space management and waste collection?

Approach

As interim manager operations and a member of the management team, our advisor worked with unit managers to improve operational excellence, including implementing a new type of contract management and innovation management.

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Our commitment includes

Management of the operations department and assessing whether the role of operations manager will be necessary in the future with strengthened unit management.

Developing inclusive employment with neighborhood maintenance teams in the city, restructuring staff deployment in public space management to an integrated approach.

Introducing visually-based working with a new inspection process and improvements with the introduction of the GeoVisia system.

Promoting sustainable mobility in the city through various projects, including Green Collection and electric battery collection in collaboration with producer organization Stibat. Another example is establishing a social enterprise focused on car sharing and electric taxi transport.

Establishing an innovation structure and developing the Customer and Innovation Department.

Outcome

Successful implementation of contract management, phasing out the role of operations manager, and the introduction of customer-oriented working with residents and businesses in the city. Innovations driven by resident participation and the involvement of staff contributed significantly.

www.spaarnelanden.nl

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