Houston City Controller Annise Parker today released a comprehensive performance review that identifies nearly $6.8 million in potential savings at the Houston Emergency Center (HEC). The review found a lack of consistent policies, an ineffective organizational structure, high absenteeism, low employee morale, insufficient staffing, potential gaps in overall security and a lack of technical management direction.

“The potential cost savings were a big surprise; the operational problems were of serious concern,” said Controller Parker. “There is an obvious disconnect between management's perceptions and reality. Just like the 9-1-1 calls received by HEC dispatchers, these findings deserve immediate attention.”

The report, prepared for the Controller's Office by the Jefferson Wells consulting firm, makes 55 recommendations for improved coordination, efficiency and effectiveness of HEC operations. Through adoption of the recommendations, there is the potential to elevate HEC to a “best-in-class” organization and save $6.8 million, the report states.

In its formal response to the report, HEC management generally agreed with 42 percent of the auditors' 55 recommendations. Another 20 percent of the recommendations have been taken under advisement.

Among the report's findings and recommendations:

• The most critical issue is the existence of three separate organizations with unique cultures and management styles. The report recommends implementation of a single unified organizational structure with authority over all emergency response services. This recommendation, if implemented, would not only ensure the delivery of optimal response service to citizens, but also reduce annual payroll expenses by $1.8 million.
• Address the “us versus them” mentality that contributes to the significant employee morale issues and “air of divisiveness” pervasive throughout all groups at the center. This should involve management spending more “face time” with employees, changes in the holiday policy, an effective Employee Concerns Review Program and an action plan that acknowledges the issues and sets forth steps to address them.
• Staff shortages, exacerbated by a large amount of forced overtime and associated absenteeism, combined with a frequently confrontational work environment, may place at risk the delivery quality and reliability of critical emergency response services.

In spite of the problems, the auditors commended the center for keeping the dispatch system up and running 99.8 percent of the time. This is very close to the center's goal of a 99.99 percent reliability rating.

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