Critical Success Factor 2:

Create a workplace where it’s easy to celebrate wins, big and small.

2.G.1.1 Sponsor employee-led GRIT initiatives with active management resources and project tracking.

2.G.1.2 Diversify internal communications to highlight "quiet work" alongside major breakthroughs.

2.G.1.3 Expand the CAPITAL program into a robust, feedback-driven recognition initiative.

Give employees a clear path to grow their skills and advance their careers.

2.G.2.1 Implement a standardized training program covering onboarding, annual refreshers, and cross-team skills.

2.G.2.2 Establish a recurring cadence of skill-based training programs designed to enhance operational efficiency and optimize professional workflows.

2.G.2.3 Launch a "Manager-in-Training" track to support leadership succession and specialized skill sets.

Deliver a consistent, high-quality experience to every customer.

2.H.1.1 Establish measurable protocols for responsiveness and professionalism across all teams.

2.H.1.2 Conduct ongoing reviews of public-facing functions to identify streamlining opportunities, including incorporating tasks into the One Commerce shared teams model.

2.I.1.3 Coordinate important updates and changes by facilitating and encouraging communication between employees and their direct supervisor.

Give our team the confidence and tools to handle even the toughest customer situations.

2.H.2.1 Deliver specialized training modules for high-frustration areas.

2.H.2.2 Implement routine customer service training for all frontline staff and supervisors.

Make it easier for different teams to talk to each other and work as one.

2.I.1.1 Revamp the agency-wide onboarding process, including cross-divisional mentoring where appropriate.

2.I.1.2 Host regular roundtables and "One Commerce" events to facilitate cross-divisional knowledge sharing.

Trade in our old, slow software for modern tools that actually work.

2.I.2.1 Finalize the business registration system.

2.I.2.2 Finalize the replacement of the aging licensing system.

2.I.2.3 Integrate AI into workflows.

2.I.2.4 Implement an e-commerce payment processor to streamline ad-hoc fee collection.

Get the right information to the right people so everyone can make better decisions, faster.

2.I.3.1 Implement clear protocols and secure platforms for the lawful sharing of data, including sharing Controlled Substance Database information with HHS and appropriate public sharing of de-identified data.

2.I.3.2 Create internal lookups of the One License/Registration Dashboard to facilitate Commerce business needs.

2.I.3.3 Launch a Live Annual Report Dashboard.

2.I.3.4 Launch an integrated Accounting Dashboard.

Manage our equipment, space, and spending so we can avoid budget surprises and stay ready for the mission.

2.I.4.1 Integrate a department-wide cost accounting initiative to track program-specific costs.

2.I.4.2 Move to a predictable replacement cycle to ensure all laptops and other equipment are modernized.

2.I.4.3 Execute planned facility enhancements, including the lobby remodel, additional cubicle and office space, and new investigative interview rooms.

Prepare our teams to keep operations running smoothly, no matter what happens.

2.I.5.1 Update the Continuity of Operations (COOP) Plan to the newest state template.

2.I.5.2 Conduct comprehensive employee training on emergency response protocols for work and home.