CASE STUDY:
Operational Improvement Assessment for a State Agency

The client sought an external consulting firm to help them identify improvements in their business processes, communications, and customer service. We surveyed their primary customer population, interviewed agency and department leaders and staff, completed a communications audit and sample review, and documented key business processes before delivering our findings and recommendations.

• Visio diagrams of the client’s key cross-functional business processes with roles and timeframes documented.
• Communications audit of current internal and external communication channels and tools
• Analysis of client communications
• Report of our findings and recommendations
• Excel spreadsheet of recommendations for easy sorting and filtering
• High-level presentation of findings delivered to entire organization

• The client appreciated our work and shared it with their management team and governing board. They invited us to present the findings to their entire staff and to facilitate a discussion around the findings in anticipation of an implementation phase.
• We helped the client prioritize the recommendations and were asked to design an implementation phase and partner with them to deliver it.