Case Studies

A Government Agency: Systems and Process Review

Client contact: Chief Executive
Parkwell staff: 2 consultants

Objectives and project background

Our client, a government agency was targeted by the Home Office to process applications against a series of performance measures.  The agency was failing to reach these targets and was unable to ascertain whether this was due to ineffective systems, poor processes, inefficient human organisation, application volumes or a combination of these factors.

Parkwell was engaged to provide the agency with an assessment of the issues it faced and recommendations in relation to the resolution of these.

Anticipated benefits

  • An integrated system to meet current and future organisational needs.
  • The creation of a series of objective centric processes, supported by an organisational structure focused upon delivery.
  • The creation of target and cost-driver focused management information and data to enable the organisation to demonstrate both performance and the relationship between application volumes and resource requirements.
 

Scope and boundaries

  • Assessment of the agencies application processing system requirements and the development of technical and functional definitions for these.
  • The development of new operational processes; these would not only need to address any inefficiencies in the current processes, but consider system developments.
  • The project had to address new reporting requirements.
  • Parkwell provided the project managers whilst the agency provided key staff from throughout the organisation.
 

Deliverables

  • A detailed document assessing the issues faced and recommendations
  • Technical and functional requirements documents.
  • Process improvement documents.
  • Management information and reports.
  • A proposal in relation to the organisations structure and geographical location.
 

Project conclusion

The recommendations and proposals delivered were accepted by the agency.  The organisation relocated its operations (reducing its cost base by over 20 percent), developed new systems and, implemented new processes. 


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