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Continuous Improvement

Continuous Improvment Icon 

Our mission is to help departments identify problems and implement solutions while developing citywide capacity for problem solving and continuous improvement.  We are a City Manager initiative focused on improving internal and external service delivery. Continuous Improvement uses data, process improvement frameworks, training, and other tools to maximize the value provided to both customers and the public.


What Do We Do?

Continuous Improvement Icons 

Process Improvement Projects 

Departments request assistance from the Continuous Improvement Initiative (CII) to facilitate improvement projects on issues within their workgroup or cross-functional processes. CII works with the department using the 4i framework, performance metrics, and strategic planning to enhance the efficiency of processes and operations.


For example:

Easing department onboarding

Improved process for requesting SAP changes


Data Analytics and Performance Management


Performance Management System

We link operations to the City's Strategic Plan (Tacoma 2025) using performance measures. Check out the dashboard at data.cityoftacoma.org.


View past performance reports.



We provide training at all levels of the organizations on the principles and practice of continuous improvement. Training programs include:

  • Annual keynote speakers
  • Continuous Improvement Advocates: A four-day workshop held over the course of three months to complete a real world project
  • IdeaLab: Monthly "Lunch-Ins"
  • Ad hoc trainings for the executive team, work groups, and project teams



Continuous Improvement 4i Framework


Continuous Improvement Toolkit


Project Charter


Team Overview Presentation


Goal and Performance Management Training


Performance Management Training