Title
Service Delivery Review RFP
History
The Village offers a wide range of essential public services including emergency services, utilities, public works, and more, all aimed at fulfilling the Village’s mission which is to enhance the quality of life for those that live, work and visit Orland Park. Those that rely on the Village want responsive, high-performing public services, without substantial increases to costs.
As a service provider, it is critical to have knowledgeable, dedicated, engaged professionals in every facet of the organization to not only achieve this mission but exceed it. As part of leadership development and training in 2023, the Village took part in a Q12 Gallup Employee Engagement Survey. Gallup has measured employee engagement across thousands of organizations using their 12-item engagement survey. The survey measures employees' perspectives on the most crucial elements of workplace culture. Measuring and managing engagement is critical to all leaders and teams. Engaged employees have higher wellbeing, better retention, lower absenteeism and higher satisfaction.
Based on the attached results of the 2023 Gallup Q12 results, a RFP was issued in 2023 seeking proposals for a Police Department Organizational assessment. In total, (8) proposals were received at the time. This Assessment was to be completed with the cooperation of the rank and file and was to be the vehicle for implementing any potential alternate schedules and other potential changes to enhance public safety and increase engagement. The then-Village Board opted not to proceed with the assessment.
A renewed emphasis is now being placed on making the Village a greater provider of services. All great organizations share one thing in common: a constant drive to be the best. Making steady, consistent progress toward its mission can only come from a culture of discipline, diligence in continuous improvement, and adapting as needs arise.
As part of this effort for continuous improvement, the Village will look to undertake a comprehensive organization-wide service delivery review. Following approval from the Mayor and Village Board, a RFP will be issued seeking proposals from qualified consultants for a full-service delivery review in order to ensure continued effectiveness and efficiency.
As part of the Village’s renewed emphasis on fact-based, long-range planning, the Village will seek to plan and clearly identify the knowledge, skills and abilities needed for effective service delivery as well as the number of employees needed to meet the level of service desired. As part of this, the organizational structure will be evaluated to develop a model which meets the community’s service expectations now and into the future.
Attached is a draft scope of services. The scope is broken into two projects: a service delivery review of the Police Department (because of its unique nature) and a separate service delivery review for the remainder of the organization.
Undoubtedly, the service delivery review will find that the Village of Orland Park excels in its service delivery mission. However, with the Village’s renewed emphasis on continuous improvement, this service delivery review will provide an outside perspective confirming excellence but also highlighting areas where the organization can enhance its ability to fulfill its mission.
Financial Impact
The approved 2025 budget already contains $80,000.00 allocated for an employee compensation review. The scope of the recommended RFP has evolved into a comprehensive service delivery review and this line item can be used to offset any additional costs that may be incurred once a vendor is selected. A budget amendment will be introduced at a later date to cover any additional expenses.
Recommended Action/Motion
I move to recommend staff proceed with the issuance of a Request for Proposal to initiate the selection of a qualified entity to perform a comprehensive Service Delivery Review for the Village of Orland Park.