Holistic Change: Case Study of San Jose Department of Transportation

Changes have occurred in the San Jose Department of Transportation (DOT) that have created a greater focus on its customers and a genuine care for its colleagues. During the past 9 years, an ongoing strategic planning process has led to the development of key systems that cover performance measures, tactical work plans, and management accountability. Programs were established to increase the capacity of individuals, teams, and leaders. Rewards were aligned with desired outcomes. Taken collectively, these actions have produced a results-oriented culture, which is referred to as the DOT Way. More recently, a unique city-wide service delivery framework was created that is engaging policy makers in a meaningful dialogue. The dialogue involved the identification of six major lines of business for the city, one of which is transportation. Six departments became part of the Transportation City Service Area team, which developed a comprehensive business plan, an investment strategy, and an action plan. This effort is part of a dynamic process referred to as Investing in Results. Together, Investing in Results and the DOT Way form a holistic approach to change in the San Jose DOT. It is an approach that successfully engages and benefits the customers, the policy makers, and the colleagues in the enterprise. The lessons learned are familiar to those who have rolled up their sleeves and led change: a sense of urgency, a clear end in mind, persistence, excellence, and champions.