The ACTION System provides a comprehensive way to measure the effectiveness of the TCBMP program while virtualizing it as an integrated network. The city has explored the possibility of applying one or more existing metrics, without adhering to a particular methodology to measure operational effectiveness. Metrics are regularly assessed and monitored to determine how well the ACTION System is progressing in achieving its objectives. When evaluating existing and proposed policies, other key metrics could arise that help meet objectives and inform system improvements.
Key performance indicators are incorporated into metrics such as cost, responsiveness, community satisfaction, time management, and elimination of obsolete processes. In addition to meeting the objectives of the TCBMP program, the ACTION System produced the following measurable results:
- Reduced the cost of the inspection and verification program by 44 percent
- Reduced the usage of paper/files by 73 percent and the cost of paper/files by 57 percent
- Reduced staff time for verifications and inspections by 40 percent
- Increased the number of verification submittals by 24 percent
- Reduced inspection time by 34 percent
- Reduced the time to complete and submit verifications by 75 percent
- Discovered an additional 150 TCBMPs not previously inventoried
- Saved the city approximately $100,000–$350,000 by leveraging existing resources and eliminating the need to contract out inspection services
- Emptied eight full-size file cabinet drawers by converting the backlog of paper files and spreadsheet information into GIS data
The long-term benefit of the ACTION System lies in its operational efficiencies; this has had an overall positive impact on not only the TCBMP community but also Carlsbad as a whole. Feedback has been encouraging and is primarily focused on system innovations, real-time experiences, access to interactive maps, and improved responsiveness. The following is actual feedback from the TCBMP community:
"The new system is really cool!"
"I actually like the way the new system works, very easy to do and quick."
"I look forward to reviewing the parcel map to identify the structures on my lot, and also for the ability to upload the verification documents."
"The software platform is user friendly and quite easy to correlate locations with [TCBMP] Identification #s. It is a huge improvement to the paper forms we have used in the past. Well done!"
"Way to take advantage of the platform—super creative approach!" "Congrats on such a great program! We use GIS and Survey123 but didn't realize it was capable of so much more. Will be using this as an example moving forward!"
"TCBMPs are valuable to the community because they help engage public awareness of emerging water quality issues and inspire public partnerships for pollution prevention," Johnson concluded.
Systematic innovation in the way the city and the TCBMP community convey compliance information using the ACTION System has created a measurable shift in thinking, norms, processes, and relationships. When project managers think of resources, they often think of money, materials, or assets that can be invested in acquiring technology, hiring consultants, or purchasing new equipment and services. When we shift our thinking to interpret environmental management as a resource and consider compliance as a catalyst for change, municipal agencies can implement policies that leverage technology, energize collaboration, and foster sustainability.
Municipal governments can no longer just provide public services; they should also be in the business of offering sound solutions, progressive policies, and professional expertise that—when combined—create a synergistic effect that makes sustainable environmental management realistic and attainable.