In the results from the recent UCSF Employee Engagement Gallup poll, "Recognition" received the 2nd lowest score of all engagement measures (lowest was having a "Best Friend" at work). Current recognition programs have not been effective and do little to motivate and encourage employees. Peer recognition programs give employees the power to reward one another for doing an amazing job. Peer recognition programs are more effective because employees themselves know who works hard and deserves recognition, since management can’t be everywhere all the time and may not be connected enough to all employees; employees are in the best position to know when people are doing great things. This has been demonstrated at a month-long pilot by Dr. Arup Roy-Burman at the UCSF Benioff Children's Hospital in the PICU & PCICU. Using a peer-based recognition application based off Salesforce.com Chatter, an enterprise social network and collaboration platform, employee recognition increased by 24% and multiple recognitions increased by 91%.
The primary deliverable will be implementation of a peer recognition program pilot in multiple departments. There are two specific deliverables for this proposal: a recognition program outline and a recognition program system.
The recognition program outline is a non-technical, yet critical piece. It identifies a generic program that can be used by multiple teams across UCSF (both Campus and Medical Center). The principles of the program would be as follows:
* Recognitions must come from peers and be meaningful and thoughtful, requiring a brief explanation of why a peer is being recognized
* There should be a limit on the number of recognitions that can be given within a certain time frame
* Recognitions must be publicly available and shareable, transparent to peers and managers
* Additional comments from other peers can be added in support of the original recognition
* Recognitions should come from teams, cross-teams, cross department, and ideally from across the organization
* Rewards can and should be given as a result of recognitions
The second deliverable will be a selection and implementation of a recognition program system. This system would include two components -- a tool for managing a program and a platform for employees to give recognitions. In all likelihood, the basis of the tool will be Chatter, which is available to all faculty and staff at UCSF. For Recognition Management candidates include the tool developed for the PICU/PCICU pilot (expanded for a wider audience) or an off-the-shelf product from Salesforce.com called work.com.
Using the program outline and tools, we will implement pilots within Pediatrics and units within the School of Medicine Dean's Office.
1. Increase the level of recognition, initially in the participating pilot groups, and eventually across UCSF
2. Improve morale, quality of work, engagement, customer service
3. Reinforce and promote positive behavior
Team Members, Roles, % time
1. Dr. Arup Roy-Burman, PICU/PCICU Director – mentor/guide for programs design and implementation (5%)
2. Lindsay Lightbody - Project Manager for PICU/PCICU expansion (5-10%)
3. David Law - Project Manager for Pediatrics pilot implementation (5-10%)
4. Maria Livelo & Laura Chin - Technical Resource for Pediatrics pilot implementation (5-10%)
5. Stephanie Belger - Project Manager for SOM DO pilot implementation (10-15%)
6. Ed Martin - Technical Manager for Salesforce platform (10%)
7. Kristin Chu - Program Design and tool selection (10-15%)
8. TBD Salesforce Developer - configuration/customization (10-15%)
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