Locked Doors, Missed Opportunities: Why Cross-Departmental Communication Matters

I serve on a City of Phoenix Municipal Village Planning Committee, and one meeting really drove home the importance of communication and coordination among different groups. Representatives from a range of government agencies were present, each with their own plans and projects. We had the Arizona Department of Transportation discussing freeway expansions and frontage roads, Maricopa County talking about its development efforts, the City of Phoenix sharing updates on city planning, and someone from the state government discussing land that would eventually be auctioned off by the state trust. ?The Executive Director of Anthem was also in attendance.

Each agency was focused on its own projects and challenges. For instance, there were complaints that the county’s frontage road wasn’t wide enough, issues with Phoenix not connecting certain roads to the freeway, and concerns that private developments weren’t being routed properly through designated roads. Yet, as I observed these interactions, it became clear that each agency was working in a compartmentalized silo. None of them knew each other, and they certainly hadn’t collaborated on these overlapping projects.

At one point, I asked the group if they knew the representatives from the other departments. They didn’t. Here were people making decisions that would impact millions of residents—and yet, none of them were communicating. I joked that I wanted to lock them all in a room so they could finally exchange information and align their efforts.

This scenario underscored a major lesson about teamwork, one that’s relevant far beyond municipal planning. In every organization, from government agencies to private companies, people work in silos. Whether it’s technology, marketing, operations, supply chain, finance, or sales, we often find that departments work in isolation or only communicate with one or two other teams. Rarely do all teams come together to discuss strategy, implications, and the overarching goals that drive the organization forward.

Seeing this disconnect in action was eye-opening and made me realize how universal this issue of siloed work is. When teams and departments fail to communicate or coordinate, it leads to fragmented efforts, redundant projects, and missed opportunities for synergy—all of which can derail progress and frustrate everyone involved.

But how can we break down these silos and foster true collaboration? It starts with intentional, structured efforts to bring people together, foster open communication, and align around shared goals. Below are a few actionable steps that any organization—whether municipal, corporate, or nonprofit—can take to improve cross-departmental collaboration and ensure that everyone is moving in the same direction:

1. Create Regular, Cross-Functional Meetings

Scheduling routine, cross-functional meetings can significantly improve collaboration. These meetings provide an opportunity for representatives from various departments to discuss their current projects, challenges, and goals. A monthly or quarterly forum where key stakeholders from different areas can share updates helps keep everyone informed and ensures that no team operates in isolation.

Example: In the municipal planning scenario, if representatives from transportation, city planning, county development, and private sector partners met regularly, they’d have a clearer picture of each other's plans, enabling them to align timelines and resources more effectively.

2. Assign a Central Coordinator or Liaison

Appointing a dedicated person or team to act as a liaison between departments can bridge gaps in communication. This coordinator is responsible for understanding each team’s priorities and identifying areas where they overlap. In larger organizations or multi-agency groups, this role can significantly streamline communication and reduce redundancies.

Example: For State, County, and Municipal Agencies, a designated coordinator could ensure that the Arizona Department of Transportation and Maricopa County are aware of each other's developments, avoiding issues like misaligned road connections and infrastructure planning.

3. Leverage Collaborative Tools

Modern technology offers a range of tools to support communication and project transparency across teams. Platforms like Slack, Trello, or Asana can create channels or boards for cross-departmental projects, making it easy for everyone to see updates, ask questions, and share relevant information in real time. Using a shared digital workspace can improve visibility and keep everyone in the loop, even outside of formal meetings.

Example: A shared online platform could allow different teams involved in city planning to upload project milestones, share maps and diagrams, and post project timelines, giving each agency a transparent view of the overall strategy.

4. Establish Clear Communication Protocols

Often, communication issues stem from unclear expectations about who should be informed and when. Developing and documenting a communication plan helps avoid this. Outline protocols for who is responsible for communicating what information, to whom, and how often. This could include mandatory briefings, progress reports, or update sessions, depending on the project's scope.

Example: In a city-wide project, a protocol could be established that requires all departments involved in infrastructure development to provide bi-weekly or monthly updates. By having a structured system, critical updates aren’t missed, and everyone is clear on who is responsible for sharing what information.

5. Encourage Informal Networking and Relationship-Building

Sometimes, effective communication is as simple as knowing who to call. Encouraging informal interactions between departments can go a long way in fostering open communication. Organize regular team-building events, cross-functional coffee breaks, or informal lunches where employees from different areas can get to know each other outside of structured meetings. Relationships built in these settings make collaboration feel more natural and less forced.

Example: If members of State and Municipal Agencies had occasional off-site meetups, the connections formed would likely encourage more proactive information-sharing and problem-solving during official meetings.

6. Implement Cross-Departmental Training and Education

When teams better understand each other's roles, they’re more likely to appreciate the value of collaboration. Offering cross-departmental training sessions, where one department shares its goals, challenges, and processes with others, can foster a more collaborative mindset across teams.

Example: In the context of municipal planning, if county representatives had a better understanding of the state government’s land auction process or if transportation officials understood city planning constraints, they’d be more likely to anticipate and address potential conflicts in advance.

7. Set Shared Goals and Metrics

One of the best ways to ensure that teams stay aligned is by setting shared goals. Rather than each department working toward its own metrics, create overarching objectives that all teams can contribute to. When departments are measured by the success of a joint goal, they’re more likely to coordinate and align their efforts.

Example: In municipal projects, shared goals—like reducing traffic congestion by a set percentage or achieving sustainable growth metrics—could encourage each department to align their projects and initiatives toward these objectives, creating a more cohesive strategy.

8. Hold After-Action Reviews (AARs) for Continuous Improvement

After major projects or initiatives, conduct after-action reviews (AARs) with representatives from each team. ?Similar to an “Exit Interview”. These sessions help identify what went well, what didn’t, and what could be improved in future collaborative efforts. Learning from past projects helps improve communication protocols and project management practices for the future.

Example: In city planning, after completing a major road or infrastructure project, an AAR could highlight any miscommunications or process inefficiencies that occurred. Teams can then use these insights to make necessary adjustments for future projects.

To wrap this up, breaking down silos in corporate environments goes beyond simply improving communication—it’s about building a culture where every team feels connected to the organization’s broader mission.

In corporate America, where each department has unique goals and challenges, fostering open communication channels and building genuine connections can unlock otherwise hidden potential. The benefits of effective coordination are transformative, influencing everything from team morale and project success to the organization’s resilience and impact.