Efficiency Is the Key to Trust and Engagement

By Daniel Clemens, superintendent-in-residence, K12 Insight.

This is the second in a three-part series from our leadership team at K12 Insight, each offering practical ways school districts can use the summer months to build habits and systems that will carry them through the next school year. This post reflects my perspective as a longtime superintendent on how operational efficiency isn’t just about running smoothly — it’s the backbone of building trust and keeping families connected to your district.

After nearly three decades in public education (including eight as superintendent of North Kansas City Schools (MO), I’ve learned that operational hiccups don’t stay operational for long. When a parent can’t get an answer they need, or a teacher spends what little free time they have tracking down information, trust erodes fast.

Dr. Jennifer Collier, superintendent of Kansas City Public Schools (KCPS) (MO), knows this all too well. When she stepped into her role, she inherited a community weary from decades of disinvestment and mistrust. Families and staff didn’t feel heard or supported and the district’s brand struggled under the weight of old perceptions. It was a powerful reminder that operational issues quickly become community trust issues.

That’s why I believe summer is your best opportunity to improve customer service and streamline operations before the school year begins. Here’s my advice and how KCPS put these ideas into action.

Pinpoint what drains your time and energy.

Where did your teams struggle most? Which departments were consistently overwhelmed? Those pain points should be your first priority.

In KCPS, the district zeroed in on common friction points like inconsistent follow-ups and overloaded enrollment and HR staff. By introducing a unified service desk with Let’s Talk, they gave every question and concern a clear path — dramatically reducing confusion and delays.

Break down the silos.

Too often, IT, Communications, and other departments operate in silos. Every school system needs a process to ensure no leader is caught off guard in public with an unexpected question.

KCPS tackled this by using Let’s Talk to capture and track every dialogue. Regular reporting kept all leaders informed about real-time customer experience scores, dialogue volume, and any critical issues. This transparency didn’t just prevent surprises — it aligned the entire leadership team around serving families better.

Modernize your onboarding process.

Does your district have a place for new staff to go for answers? Provide chatbot support to handle routine HR, payroll, workers’ comp, and policy questions.

By building consistent workflows in Let’s Talk, KCPS made sure staff knew exactly where to turn. It freed up valuable time and built confidence for new employees from day one.

Plan ahead for the August rush.

Put systems in place now so the start of school is smooth and builds confidence within your community and your Board.

KCPS proactive approach included dashboards to monitor dialogue aging, real-time Cx scores, and unresolved critical cases. This early warning system helped them stay ahead of problems, not just react to them. The payoff? KCPS passed a bond for the first time in 58 years — with 85% community support. That kind of trust doesn’t come from marketing; it’s earned through day-to-day operational excellence.

“Summer is a time to get a jumpstart on the school year to ensure a safe and successful start for your students and staff. And if you’re facing staff shortages or need extra support, lean on us at K12 Insight. We’re here to help.”

— Daniel Clemens, Superintendent-in-Residence, K12 Insight

Dr. Collier will share her story live at the upcoming Urban Superintendents Summer Academy, taking place July 9–12, 2025, in New Orleans, Louisiana. Dr. Collier will speak on Thursday, July 10, 9:40–10:00 AM in the Chart Ballroom and share how KCPS passed a bond for the first time in 58 years, with 85% community support. Now in its 30th year, this special event brings together district leaders from across the country.

Even if you’re not attending USAA, this is a playbook for district leaders working to:

• Strengthen community confidence
• Modernize district support
• Lead with transparency and empathy

Connect with the K12 Insight team to ask questions or for a recap of this session.