WHEREAS, in the public sector, taxpayer demand for cost-effective services and responsive government requires New York State government to improve continuously the quality of the services it delivers and the products it produces;
WHEREAS, there is substantial evidence that the principles and techniques for organizational excellence (known internationally as total quality management) improve organizational performance, productivity, employee relations, and competitiveness not only in the private sector, but in government as well;
WHEREAS, many of the present examples of excellence in management and responsiveness to customer needs and expectation are to be found in the private sector;
WHEREAS, a number of New York State's leading corporations are willing, in partnership with New York government, to share their experience in developing, implementing, and expanding total quality management programs;
WHEREAS, the effectiveness of State government in meeting the needs of New Yorkers is further enhanced by a coherent, coordinated approach among our many agencies;
WHEREAS, State employees constitute a diverse and vastly skilled work force with the creativity, knowledge, ability, and commitment to reshape operations for better results;
WHEREAS, improving government cannot be achieved without cooperation among many parties, especially government managers and employees, unions, the Legislature, and our customers - the public;
NOW, THEREFORE, I, MARIO M. CUOMO, Governor of the State of New York, by virtue of the authority vested in me by the Constitution and Laws of the State of New York, do hereby order as follows:
I. Quality through Participation (QtP) Initiative There is hereby created a statewide Quality through Participation (QtP) initiative. Quality through Participation will seek to achieve the following long-term vision for State government:
New York State government will lead the nation in pleasing its citizens with the quality of its public programs and services. Consistent with the State's motto, "Excelsior," confidence in governmental effectiveness will grow each year. Four cornerstones of our quality vision shall be:
Customer-Oriented Public Service - A public service system that seeks and sustains a high level of constituent and client satisfaction. All State employees and work groups will understand, meet, and track the changing requirements of their customers, both outside and inside government. Full involvement of citizens in helping to plan and choose services will ensure a system that the public values and supports.
Best process - A state workplace where the job gets done right the first time, by eliminating unnecessary steps, delays, and errors in the work process. Every State program represents an opportunity to redesign the way we work and to meet defined goals, through diligent use of quality improvement techniques. Products and processes are well-coordinated across agencies, ensuring the most timely and effective application of resources and services to our customers' needs.
Empowered Employees - A work environment where employees at all levels can make the most of their expertise and creativity and make decisions that support improved service. Employees will have the information, skills, technology, and authority they need to work together effectively and grow professionally. Strong labor-management partnerships will support this work environment.
Continuous Improvement - A government where consistent evaluation and improvement, using key quality criteria, are built into all operations. Individuals and work groups will routinely assess and refine programs, procedures, and policies in the interest of better meeting the public's changing requirements and standards of excellence.
II. Overall Coordination and Support The Director of the Governor's Office of Employee Relations shall be responsible for working with all relevant parties to plan, coordinate, and support the QtP initiative. The Governor's Office of Employee Relations shall:
1. Assist state agencies in planning and implementing QtP by providing consultative and training resources.2. Coordinate and support the activities of the QtP Steering Committee and the Interagency QtP Coordinating Group toward the development and implementation of a statewide quality strategy and interpretation of that strategy into the State's operating plans.3. Foster labor involvement in, and support of, the QtP initiative.4. Ensure that statewide training programs developed in partnership with labor, as well as statewide management development programs, support the quality management and the provision of quality services.5. Research issues and establish benchmarks related to quality management in the public sector such as experiences of other states and governmental entities, employee reward and incentive systems, and reforms in personnel and budgeting practices.6. Work with the agencies and labor representatives to identify and recommend changes in statewide administrative systems that would enhance the capacity of state agencies to implement QtP.7. Disseminate information about QtP principles and practices, training programs, and successful quality improvements on the part of prototype agencies as well as other agencies.8. Assist agencies in developing ways to measure the quality outcomes of this initiative.9. Prepare periodic reports to the Governor on progress of the QtP initiative.III. Establishment of Prototype Agencies A. Selected State agencies shall be designated as "Quality through participation prototypes" and will be the focal sites for the implementation of quality management practices in State government. Initial prototypes shall include: State Education Department; Office of General Services; Office of Mental Retardation and Developmental Disabilities; Department of Motor Vehicles; Office of Parks, Recreation and Historic Preservation; and Department of Transportation.B. The responsibilities of the prototype agencies shall be to: 1. Work together, and with the private sector, to create and refine implementation processes and training that can be replicated in additional State government work sites over time.2. Define a quality vision for the agency, conduct appropriate assessments, provide training opportunities for staff, develop and deploy a quality strategy, and practice continuous and breakthrough process improvement.3. Disseminate information about their quality management efforts to other State agencies to enable other agencies to benefit from their experiences.4. Identify the need for changes in existing rules, regulations, and systems internal to government that would facilitate quality management.C. The Executive Chamber, the Governor's Office of Employee Relations, the Division of the Budget, the Department of Civil Service, the Office of Management and Productivity, and other administrative agencies shall work with the prototype agencies to design innovative budgetary, personnel, and other administrative practices that will enable the agencies to install quality management.IV. Statewide Quality through Participation Steering CommitteeA. There shall be a statewide Quality through Participation Steering Committee. Initial members of the Steering Committee shall be the commissioners of the prototype agencies as well as the Commissioner of Civil Service, the Director of the Division of the Budget, and the Director of the Office of Management and Productivity. The Director of the Governor's Office of Employee Relations shall serve as Chairperson. Additional members may be added at the discretion of the Steering Committee.B. The purpose of the Committee shall be to: 1. Create a partnership between state government and the private sector that fosters the sharing of information, experience, and resources in developing a coherent and workable approach for implementing QtP in State agencies.2. Provide policy direction for a statewide effort.3. Assess existing government systems and practices in light of the QtP vision. The Steering Committee shall forward recommendations for changes in fiscal and personnel systems to the Governor by December, 1993.V. Interagency Quality through Participation Coordinating GroupA. There shall be an Interagency Quality through Participation Coordinating Group. Initial members shall be representatives of the prototype agencies, as designated by their commissioners, as well as representatives from the Division of the Budget, the Department of Civil Service, the Office of Management and Productivity, and the Governor's Office of Employee Relations.B. The purpose of the Interagency QtP Coordinating Group shall be to: 1. Develop a statewide Interagency QtP implementation model.2. Design a generic training curriculum for teaching quality principles and methods in State agencies.3. Support prototype agencies' planning and implementation efforts by sharing information and learnings.4. Recommend changes in statewide systems, and such as personnel and budgeting practices, for consideration and advancement by the Steering Committee.5. Benchmark public and private organizations in New York State and elsewhere that have been most effective in improving quality in order to adapt their approaches for New York State government use.VI. Duties and Responsibilities of All State Agencies The heads of all departments, divisions, boards, offices, and public corporations of the State shall:
1. Provide assistance, services, and data as may be necessary to administer and implement the Quality through Participation initiative.2. Apprise the Governor's Office of Employee Relations of any quality efforts undertaken so that their agencies may draw on available implementation strategies, training programs, and quality tools.3. Work with the Governor's Office of Employee Relations and other State government organizations to facilitate exchange of successful applications. Signed: Mario M. CuomoDated: December 31, 1992
[FN[DAGGER]] [Revoked by Executive Order No. 31 (George E. Pataki), infra.]
N.Y. Comp. Codes R. & Regs. Tit. 9 § 4.164