Designing Better Systems for Better Service with Michelle Parisien

In this episode of On the Way Home, Emmy Kelly speaks with Michelle Parisien, Director of Tenant Experience Operations at Ottawa Community Housing, about how thoughtful system design drives stronger tenant outcomes and healthier frontline teams. Michelle explains why service delivery models matter more than structure and organizational charts, how Lean principles can be applied in a people-centered public service environment, and how leaders can balance consistency with flexibility in complex housing systems. She shares real examples of how redesigning systems can outperform individual effort, reflects on preventing burnout while improving service quality, and offers practical guidance for leaders seeking to move from reactive mode toward continuous improvement and shared accountability. Hosted on Acast. See acast.com/privacy for more information.