David Letterman - "Gap-Toothed Monkey Boy" or Late-Night Revolutionary?
HOW TO ENGAGE AND SUPPORT EMPLOYEES IN …...PRESENTATION OVERVIEW RALS Overview & Continuous...
Transcript of HOW TO ENGAGE AND SUPPORT EMPLOYEES IN …...PRESENTATION OVERVIEW RALS Overview & Continuous...
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HOW TO ENGAGE AND SUPPORT EMPLOYEES
IN CONTINUOUS IMPROVEMENT
STORIES OF SUCCESSES, FAILURES AND LEARNINGS:
VOICES AND PERSPECTIVE OF FRONT LINE EMPLOYEES
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 1
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PRESENTATION OVERVIEW
RALS Overview & Continuous Improvement Journey
Successes, Failures and Learnings
─ Modeling the Way by Ellie Letterman & Lisa Mankin
─ Communications by Kay Mennie
─ Time by Mark Baker
─ Trainings & Learnings by Debbi Linebarger
─ Recognition by DeAnne Estigoy
Summary by Lisa Mankin
Q & A
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 2
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 3
Dow Constantine
County Executive
Caroline WhalenDES Director
RALS | Facilities Mgmt | Finance and Business Operations | Human Resources | Business Resources Center | Office of Risk Mgmt | Office of Emergency Mgmt | Office of Civil Rights
Norm AlbergRALS Division Director
Dr. Gene MuellerRASKC
Eddie CantuLicensing
Jon SchererRecorder’s Office
Deb KennedyArchives, Records
Management and Mail Services
Introductions to Records and Licensing Services Division (RALS)
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 4
We are the
RALS EAC
launch video
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 5
Do the same (if it ain’t broke…). Maintain the status quo OR
Do the same, but more efficiently and effectively OR
Do more, and more efficiently and effectively OR
Do More… AND more efficiently and effectively and have a joyful work environment (create continuous improvement culture)
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 6
Model & Application Guidelines:
Operational excellence cannot be a program, another new set of tools, or a new management fad.
Operational excellence is the consequence of an enterprise-wide practice of ideal behaviors, based on correct principles.
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 7
CONTINUOUS IMPROVEMENT“RALS is a learning organization committed to continuously improving both what we do and how we do it.”
SERVICE EXCELLENCE“We provide high quality and efficient service and strive to exceed our customers and stakeholders expectations.”
EMPLOYEE ENGAGEMENT“RALS employees are ready, willing and
able to provide excellent service and are enthusiastic and fully involved in
continuously improving RALS.”
SUPERVISOR DEVELOPMENT“RALS supervisors are competent,
confident and compassionate leaders who guide their team members in achieving measureable goals; with
advocacy and accountability
Our Vision:
A leader in service
excellence, committed to
building an enduring
legacy of continuous
improvement and
employee engagement.
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 8
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 9
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EMPLOYEE ADVISORY COMMITTEE
WHO THEY ARE: RALS has established an Employee Advisory
Committee to have a central role in steering the RALS
Continuous Improvement (CI) journey
WHAT THEY DO: Provide key communication and support
between management and employees
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 10
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EMPLOYEE ADVISORY COMMITTEE
Fostering open communication with management
Creating a culture that engages and supports the line staff
Empowering staff to become Subject Matter Experts and facilitate numerous
small experiments
Roundings: Two way communication tool
Monthly meetings – collaborations, sharing
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 11
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EMPLOYEE ADVISORY COMMITTEE –
MAJOR “KAIZEN” (5 DAYS) EVENTS IN ALL SECTIONS
Monumental
improvements
Cycle times
reduced
Backlogs
eliminated
OT slashed
($’s) Hundreds
of thousands
to millions of
value
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 12
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 13
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MODELING THE WAYELLIE LETTERMAN & LISA MANKIN, COUNTY RECORDS ANALYSTS
ARCHIVES, RECORDS MANAGEMENT AND MAIL SERVICES (ARMMS)
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 14Oct. 06, 2016
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EFFECTIVE TOOLS FOR EMPLOYEE ENGAGEMENT – WHAT WORKS!!
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 15
Modeling the Way
Communication
Time
Trainings/Teaching
Recognition
Oct. 06, 2016
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WHAT IS MODELING THE WAY?
Modeling the way is…
Good leadership
Motivator
Sharing a vision and goals
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 16Oct. 06, 2016
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“ON THE JOURNEY, WE WERE NOT WITHOUT OUR FAILURES”
Not all supervisors and managers were on the same
page
EAC team member roles unclear
EAC members were ineffective
Out of sight, out of mind and uninspired staff
Poor perception of CI
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 17Oct. 06, 2016
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“OUR FAILURES WERE NOT FAILURES, THEY WERE OPPORTUNITIES
FOR LEARNING”
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 18
Top Down Support
& Guidance
Modeling the
positive support
Encouraged and empowered
staff
Engagement in common vision
Oct. 06, 2016
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“A LESSON ON HOW TO ENGAGE, WITHOUT BEING
OVERBEARING.”
What did we learn? Modeling the way is a great approach to CI! Non-critical and non-commanding
Provides inspiration, organic growth
Active engagement/participation
For Everyone!
Authentic INSPIRATION all around
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 19Oct. 06, 2016
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COMMUNICATING WITH EMPLOYEESKAY MENNIE, CUSTOMER SERVICE SPECIALIST
KING COUNTY COMMUNITY SERVICE CENTERS (CSC)
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 20
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OVERVIEW
Communication is…
A vital component of continuous
improvement
Dynamic and multi-faceted: written or
displayed, one-on-one or group, top
down or bottom up, formal or informal,
etc.
Let’s look at…
Perspectives from front line employees,
leads, supervisors and managers
Specific Failures, Successes and
Learnings
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 21
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FAILURES WERE BASED ON COMMUNICATION BEING ABSENT,
AWKWARD AND TOO MUCH TOP-DOWN
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 22
“Communication was a missing
element...We were all pretty good
at CI and Lean; there seemed not
be enough guidance and top-down
communication.”
“Communication has been
fantastic between EAC (Lean
Team) members…difficult to take
it outside of those meetings and
engage other employees”.
“Daily huddles “felt off/awkward
at first – why are we doing this?”
There was limited dialogue –
talking head / report out”.
“Roundings felt forced and
prescriptive”.
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SUCCESSES
Surveys: shorter focused, and quicker turn around on results and action plans.
Newsletters: topics of interest and preferred formats (written or electronic). Greater emphasis placed on timely and regular releases.
Roundings: feedback has been provided to improve and fine-tune roundings. A pre-rounding check-in has been implemented to provide more relevant topics to share, show and discuss.
Meaningful discussions: “daily huddles” 5-minute trainings led by employees.
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 23
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 24Stand-up meeting
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 25
Use what works for the environment Utilize all channels and be flexible
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LEARNINGS ABOUT COMMUNICATION
Don’t force it
Encourage and explain benefits. Let it happen more organically and less prescriptively whenever possible.
Start slow and Experiment
Acknowledge what style of communication works for the environment, and seek feedback. Utilize all channels. It’s not one size fits all.
Be consistent and on-going
Schedule the time, and stay to a regular frequency
Be prepared
Conduct a ‘pre-rounding’ check-in prior to the rounding
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 26
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 27
Communication is Once success
is found, it will pave the way to great
accomplishments.
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TIMEMARK BAKER, CUSTOMER SERVICE SPECIALIST
KING COUNTY RECORDER’S OFFICE
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 28
The bad news is *
time flies. * The good news is *
you’re the pilot.*
-Michael Altshuler*
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 29
What do you think will happen if you have
engaged employees who do not have time
to learn, grow, do experiments and improve
their work?
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PUTTING THE CART BEFORE THE HORSE
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 30
Take the time to
create a lean
culture before
giving your staff
the great
commission to go
forth and
eliminate waste.
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FAILURES
Big groups, grand plans, hours and hours spent in meetings
trying to solve problems we could not define with no data.
Dedicated CI time revoked due to business needs and
never rescheduled.
Having all the time needed for CI, but no mechanism to
focus that time against competing, billable projects.
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 31
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TRIUMPHS
5 Minute Training
Daily Standup Meetings
Weekly Standup Meetings
Monthly 1 Hour Meetings
Pomodoro Time
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 32
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WHAT DO YOU NEED TO DO?
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 33
Invest in training your staff
Give them time for CI projects.
Make sure your leads and supervisors are involved in and are supporting
CI projects.
Make CI how you do business, not one more task dumped on your staff
they don’t get paid extra for.
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LEARNINGS
Oct. 06, 2016 34
Create the foundation for a Lean culture
Train your staff
Support their experiments and projects
Remember, Lean is top down, bottom up, and middle out
Nothing beats a failure but a try
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TRAININGS/ LEARNINGSDEBBI LINEBARGER, CUSTOMER CALL CENTER SUPERVISOR
REGIONAL ANIMAL SERVICES OF KING COUNTY (RASKC)
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 35
Training
“I hear and I forgot.I see and I remember.
I do and I understand.”
Confucius
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 36
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I HEAR AND I FORGOT….
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 37
• Too much, too fast
• Lack of trust
• No lean culture
• Untrained leaders in
lean
• Poor communication
• No basic understanding
• No experts to guide
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I SEE AND I REMEMBER
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 38
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I DO AND I UNDERSTAND
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 39
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LESSONS LEARNED
Build training into the culture
Standardized trainings with many in-house trainers
Follow up after the training to make sure it is being used and engaged staff are supported
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 40
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Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 41
Training
“I hear and I forgot.I see and I remember.
I do and I understand.”
Confucius
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EMPLOYEE RECOGNITIONDE ANNE ESTIGOY, CUSTOMER SERVICE SPECIALIST
KING COUNTY RECORDER’S OFFICE - RECORDS AND LICENSING SERVICES (RALS) DIVISION
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 42Oct. 06, 2016
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EMPLOYEE RECOGNITION
The acknowledgement of an individual or
team’s behavior, effort, and
accomplishments that support the
organization’s goals and values
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 43Oct. 06, 2016
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IMPORTANCE OF EMPLOYEE RECOGNITION
Enhances teamwork
Enhances loyalty
Improves employee retention
Improves morale
Increases individual productivity
Increases employee motivation
Gives employees a sense of
ownership and belonging in
their place of work
Lets employees know their
work is valued and appreciated
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 44Oct. 06, 2016
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KING COUNTY RECORDS MANAGEMENT
MOTIVATION & ENCOURAGEMENT WALL
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 45Oct. 06, 2016
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KING COUNTY MAIL SERVICES
TEAM RECOGNITION BOARD
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 46Oct. 06, 2016
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KING COUNTY REGIONAL ANIMAL SERVICES
CONTINUOUS IMPROVEMENT BOARD
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 47Oct. 06, 2016
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KING COUNTY RECORDER’S OFFICE
KUDOS FORMS
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 48Oct. 06, 2016
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RECORDS AND LICENSING SUPERVISORS’
WORKSHOPS
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 49Oct. 06, 2016
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RECOGNITION FROM CUSTOMERS
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 9Oct. 06, 2016
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RECORDS AND LICENSING EMPLOYEE RECOGNITION
8 Hours a Day
5 Days a Week
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 10
FUN!!!Oct. 06, 2016
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RALS EMPLOYEE RECOGNITION
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 52Oct. 06, 2016
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RALS EMPLOYEE RECOGNITION
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 53Oct. 06, 2016
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RALS EMPLOYEE RECOGNITION
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 13Oct. 06, 2016
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RALS EMPLOYEE RECOGNITION
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 55Oct. 06, 2016
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RALS EMPLOYEE RECOGNITION
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 56Oct. 06, 2016
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RALS EMPLOYEE RECOGNITION
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 57Oct. 06, 2016
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RALS EMPLOYEE RECOGNITION
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 58Oct. 06, 2016
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RALS EMPLOYEE RECOGNITION
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 59Oct. 06, 2016
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RALS EMPLOYEE RECOGNITION
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 60Oct. 06, 2016
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RALS EMPLOYEE RECOGNITION
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 61Oct. 06, 2016
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EXAMPLES OF HOW YOU CAN PRACTICE
EMPOYEE RECOGNITION
Smile
Celebrate milestones
Have an on-site luncheon
Verbalize encouragement
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 62Oct. 06, 2016
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IMPORTANCE OF EMPLOYEE RECOGNITION
Enhances teamwork
Enhances loyalty
Improves employee retention
Improves morale
Increases individual productivity
Increases employee motivation
Gives employees a sense of
ownership and belonging in
their place of work
Lets employees know their
work is valued and appreciated
KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 63Oct. 06, 2016
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SUMMARY
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 64
Modeling the Way
It is critical for all leaders (Management, supervisors & CI Leaders) all model the way;
Leaders should practice and demonstrate CI – 3 “P’s” – Patience, persistence and positivity
Your own active engagement will provide inspiration and breed engaged employee participation
You will build a relationship of trust
Communication
Be consistent and proactive and committed – it takes time and effort
Use multiple communication channels; use what works for the environment
Use lots of two-way ongoing communication. Ask. Listen. Respond
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SUMMARY
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 65
Time
Make finding and providing a time a priority. Doing so signals a commitment to CI; not doing so undermines
credibility and importance.
Be creative. Consider your work place and business needs.
Training
Build training into the culture – the work environment – make it an expectation
Standardized trainings with many in-house trainers, bring new employees on board
Follow-up after the trainings to make sure it is being used and engaged staff are supported
Recognition
Utilize verbal and written communication skills often
Be authentic and sincere
Make it fun
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QUESTIONS?
Oct. 06, 2016KING COUNTY RECORDS AND LICENSING SERVICES DIVISION 66