Body of News Release
UPDATE 10/21: The Board received the report and provided feedback to staff.
Marin County, CA – As the County of Marin explores ways to strengthen its services and systems, it is conducting a series of “Organizational Excellence Reports” to review how departments operate and identify opportunities for improvement. The reviews provide actionable insights to enhance efficiency, customer service delivery, and alignment with Board of Supervisors priorities, and their findings will be shared publicly to promote transparency and accountability.
The first department to complete this process is the Community Development Agency (CDA). A comprehensive Organizational Excellence Report assessing CDA’s structure, staffing, technology systems, and customer service practices will be presented to the Board of Supervisors on October 21.
The study, conducted by third party KPMG LLP in collaboration with CDA and the Office of the County Executive, provides a detailed look at the agency’s structure, staffing, technology systems, and customer service practices. It identifies key opportunities to improve coordination, enhance technology integration, and better support staff in meeting the community’s needs.
“CDA plays a vital role in shaping Marin’s future — from housing and planning to sustainability and environmental health,” said County Executive Derek Johnson. “This assessment provides a clear roadmap for strengthening support for our staff, modernizing our systems, and making it easier for residents and businesses to engage with their government and access the timely services they expect and deserve.”
The assessment outlines 13 high-level recommendations organized around three central themes:
- Service Delivery – Improving customer engagement and feedback, standardizing documentation, and advancing technology modernization, including steps toward paperless processes and system integration.
- People and Culture – Strengthening workload tracking, enhancing recruitment and retention, and expanding training and educational partnerships to attract and develop talent.
- Structure, Roles, and Decision Authorities – Implementing data-driven performance management, clarifying policy alignment across divisions, and developing a unified strategic plan for CDA.
Across those focus areas, the report identifies more than 70 actionable items designed to streamline operations, support staff, and improve the customer experience for residents and local businesses.
The CDA report marks the beginning of a countywide effort to promote organizational excellence across all departments — ensuring the County of Marin government continues to deliver efficient, equitable, and high-quality services to the community. In spring 2024, the County transitioned from a County Administrator governing model to a County Executive form of government, establishing a framework that supports this type of department-wide assessment and continuous improvement.
The next Organizational Excellence Report will focus on the Department of Public Works (DPW), which is already beginning its assessment phase. Findings from that report will build on lessons learned through the CDA review, continuing the County’s commitment to transparency, continuous improvement, and strong organizational alignment across all service areas.
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