For his project, Ryan looked at what happens in the post-annexation process. As he Defined, Measured, and used 5 Why’s to Analyze the situation, he noticed the confusion many “new” Baytown residents had about how to access City services and how that translated into wasted time and effort on their part in trying to use those services. In addition, he saw the amount of time staff spent tracking down the necessary information to answer resident questions. What a great place to start looking for ways to make this process clearer and more user-friendly for our customers (both internal and external).