Master Plan Process
A master plan typically includes a public input process designed according to client needs. Included are demographics review, inventory and assessment of parks and facilities, level of service analysis, equity mapping, recreation program analysis, review of sustainable practices, identification of gaps of service, and capital listing of needed improvements. The most important element of the plan is providing agencies with the tools they need to successfully implement the plan. We take great care in providing successful guidelines to operationalize the planning process, including key performance measures, connection to organizational culture, ongoing communication, monitoring progress, and assigning accountability.
Strategic Planning Process
These plans address the strategic direction of an organization and create organizational alignment. Employees take great comfort in working for an organization that has purposeful direction. Our process includes staff and governance engagement, identification of strategic direction based on resident needs, and idea creation related to industry best practices. It also includes an environmental scan of the organization, a review of organizational performance, industry trends, leveraging technology, and a vision of the desired future. Important components of this process include feedback from partners and stakeholders. From this information, a strategy map is developed along with key strategies, goals, objectives, key performance indicators and timelines.
We are well-known for facilitating creative and interactive public engagement. Some examples include participating in a community bike ride, visiting youth at a summer day camp site, attendance at a special event, and unscheduled interaction with park and athletic field users. There are times attendees show up multiple times for the same meeting as they experienced so much fun.
These types of assessments include areas of staffing and structure analysis, identifying if the right levels of staffing exist, as well as the efficacy of the organizational structure. The assessment can include a review of workforce capabilities for future needed competencies, benchmarking best practice organizations in areas such as service quality, use of technology, innovation, staff development, and a review of major work processes for greater effectiveness and efficiency.
Becoming a Strategy Focused Organization
Creating Organizational Innovation
Service Quality Initiatives
Moving from Customer Satisfaction to Customer Loyalty
Building Internal Customer Service
Using Team Based Approaches
Creating a High Performance Organization
Creating the Right Culture
Leadership: Now and for the Next Decade of Leadership
Making the Most of your Agency’s Resources
The Use of the Balanced Scorecard
Five Key Revenue Drivers
Recreation Program Development
Pricing Recreation Services, A Marketing Perspective
Industry Trends and the Corporate Culture Needed for Implementation
Measuring Organizational Performance
Master Planning and Strategic Planning Processes
Financial Analysis and Feasibility Studies
This includes a range of services from pricing and cost of service studies to financial feasibility studies and market analysis. Also includes review of financial analysis of expenditures and ways to optimize non-tax revenues.
Service Quality Assessments
The goal of the process is to build an overall framework for service delivery that results in consistent customer experiences, high customer satisfaction and loyalty, and retention of customers, which ultimately leads to an increase in customer registrations/participation/ memberships. Most park and recreation agencies’ greatest challenge is consistency in the delivery of service. The system approach to developing a service quality process helps agencies with developing improved customer experiences.
Facilitation of Staff Training
Heller and Heller provides a variety of staff training for individual agencies. Recent sessions have included topics such as leadership development, embedding innovation, developing competency in change management, pricing of services, and many others.