Case Study: Transformation Oversight Delivered Key Processes On Time and On Budget

Client Detail:

This Client manages applications for trust requests on behalf of the trust beneficiaries.

The Challenge:

The Client managed business functions through a manual process using email or postal mail for completion of customer applications. This process created an application completion timeline of a few months to two years. Requests for application status was a manual, labor intensive process for Client personnel. MSS Business Transformation Advisory (MSSBTA) was engaged to lead the transformation of key Client processes and services including electronic workflow, paperless application processing, real-time information availability for Client personnel, and an easy-to-use interface for applicants to access application status online. The Client identified project success criteria as:

• Plan for and execute the digitization of the current documents

• Include a user adoption model, including training planning, managing resistance, and deployment

• Plan for migration of data from the existing legacy systems to the new digital platform

• Use project management and governance practices to ensure that the program remains on track

• Document current and future state functional and technical requirements

• Implement a digital solution platform

Our Solution:

MSSBTA developed the strategy, created the solution, and managed the transformation process for the Agency. The program included the following projects:

• Automated integration with multiple systems and functional business areas

• Periodic reports and surveys to ensure personnel were informed of upcoming changes and to check the “pulse” of the Agency personnel throughout the functional and organizational changes

• Consistent communications with the public via the Agency website including outreach to customers to ensure they had access to the right technology

• A customer facing support structure to ensure that any issues or queries were addressed in a prompt manner

• Processes to aid Agency personnel in the change necessary to manage the new paperless process

Their Results:

Using the MSSBTA structured approach to project and change management, the transformation project was delivered on time and within budget. The digital transformation improved application processing time from a possible 2 years to weeks and even days. The effort enhanced internal and external communication and provided better, more consistent communication and updates to the end customers.

Deliverables:

• Execution roadmap for reporting status to leadership team

• Program and project plans

• Vendor management

• Communication plans and execution

• Agency personnel time commitment matrix by week

• Technical integration documentation

• Digitized work-in-progress applications

• Technical support process to address internal and external issues and questions. An updated frequently asked questions section on the customer site kept calls to technical support at a minimum