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Guest: Ken Burton

In this episode of The Pulse of High Performance, Seth Davies and Paul Campbell had the pleasure of hosting Ken Burton, the Tax Collector of Manatee County, Florida. With nearly two decades of experience in process-based leadership, Ken has redefined public service through innovative strategies rooted in accountability, efficiency, and consistency.

Transforming Public Service Through Leadership

Ken’s journey into process-based leadership began at the Florida Sterling Conference. There, he embraced the use of balanced scorecards and implemented Visuant® Business Performance Software (formerly known under a different name) in 2007. These tools allowed him to integrate actionable metrics into daily operations, leading his office to win the prestigious Florida Sterling Award in 2011—a testament to their commitment to continuous improvement.

Metrics That Drive Results

At the heart of Ken’s strategy is a reliance on data-driven insights. Key performance indicators, such as customer wait times, are visible at all organizational levels, enabling proactive problem-solving and trend identification. This focus on efficiency has not only streamlined operations but also earned the office a 4.6-star rating on Google.

Consistency Across Multiple Locations

With five locations serving over 1,300 visitors daily, consistency is non-negotiable. Standardized processes ensure a seamless customer experience, regardless of location. Tools like Visuant® enable easy performance comparisons and the sharing of best practices, ensuring alignment and excellence across the board.

Building Accountability and Engagement

Ken fosters a culture of accountability through structured weekly and monthly meetings supported by Visuant®. These gatherings emphasize transparency, action items, and decision logs, ensuring follow-through on goals. By rotating leadership roles among team members, he promotes engagement and leadership development at all levels.

Innovation in the Face of Adversity

The COVID-19 pandemic brought significant challenges but also opportunities for innovation. Ken’s office implemented an appointment-only system to ensure safety. This change proved so effective in reducing wait times and improving customer satisfaction that it remains in place today.

Non-Negotiable Standards for Excellence

Ken’s leadership is anchored in clear, non-negotiable processes. These standards ensure alignment from senior leaders to frontline staff, driving consistent daily operations. This commitment to structure fosters trust and high performance, benefiting both employees and the community they serve.

Ken Burton’s approach underscores the power of structured leadership, actionable data, and a strong organizational culture in delivering exceptional public service. By championing process-based strategies and fostering accountability, Ken has set a high benchmark for operational excellence in government leadership.

Tune in to The Pulse of High Performance for more trends, actionable strategies, and success stories from leaders shaping high-performing organizations.

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Connect with Ken Burton on Linkedin

EP 15: Combining Processes and Technology to Drive Consistency