ABPMP Event #2 - September 10th 2008 Event - Kristen Howlett
Kristin Howlett is also a 2008 'Women in Technology(WIT) - Women of Year' nominee!
Kristin has put DeKalb County, Georgia in the ranks of the Fortune 500 companies. Kristin will address initiatives that have earned her speaking engagements at several BPM conferences and panel discussions at Harvard's Business School.
With Kristin, the DeKalb County Government turned the implementation of a “call center” into the largest process improvement project the county has undertaken.“311” (a telephone number for citizens and businesses to access their local government), is the next generation for connecting citizens to answers and bringing resolution to requests for service. What was once known as the governmental “Citizen Shuffle,” has evolved into a central point of communication for citizens and their governments across the country.
311 has also become an unlikely forum to improve the efficiency and effectiveness of departmental operations as it touches every organization within. As much as 75% of incoming call volume can be off loaded from an individual department via 311, creating tremendous opportunities for process reengineering and redesign, improved cost effectiveness and increased revenue streams.
Kristin Howlett is the Director of Process Improvement for DeKalb County Government. She served as project sponsor for DeKalb County’s 311 Citizen Help Center, the first in Metro Atlanta, and is currently serving in the same role for the county’s Criminal Justice Information Sharing project. Kristin has spoken to the impact of 311 at the Kennedy School of Government at Harvard University and currently sits on the Executive Committee for the Kennedy School’s “311: The Next Wave” program. She received her Bachelors in Administration of Justice from Wichita State University and her Masters of Public Finance from Rockefeller College at the State University of New York at Albany.