A Business Process Redesign is the single most important step your organization can take towards improving the quality of the client experience and boosting efficiency and responsiveness in customer service. Remodeling lobbies, adding a call center, and implementing new customer service technologies are all components of a successfully redesigned client experience. But without a thoughtful, detailed, and innovative approach to the redesign process, these changes in client experience can fall short of the desired results. Standardizing the operational workflows across all channels to break down internal silos, deliver service to the client how and when they need it and building repeatable, predictable operations is the desired outcome of an InTelegy Business Process Redesign project.
In the Business Process Redesign effort, the InTelegy consulting team will work with your organization to rethink:
The key to success during the Design and Implementation Phase is the collaborative process that InTelegy develops with our Public Service & Non-Profit Agencies partners to design improved client experiences for safety net services recipients. Project Management responsibilities are a part of all of the work InTelegy does with our partners. The role of the InTelegy Project Manager may differ depending on the phase of work.
Strong Project Management Teams: InTelegy’s Project Management process builds project teams with representatives from line staff, subject matter experts, and highly skilled InTelegy service center consultants. This partnership of internal and external expertise is organized into a committee structure that ensures success by following a collaborative master project plan. InTelegy consultants draw from a set of over 300 templates and examples garnered from over ten years of experience working in Public Service & Non-Profit Agencies Service, as well as up-to-date best practices from active service delivery implementations nationwide. It is important to start the process equipped with the best information available from those who have been there before.
Provide Ongoing Operations Management Support: Continuing in the role of Project Leader and onsite service delivery model expert, the InTelegy consultant will continue in a project management role through the early days after launch and into the process improvement phase. Often, the most important role, and key to our client’s success, is the support the management team receives post-implementation to assist in managing in this new environment. A transfer of knowledge occurs while our consultants work side- by- side with your team to translate the new business processes into daily operating procedures, read and analyze the data from the new and improved technology systems, interpret customer behavior and how to manage workload accordingly. A new Service Delivery Model requires new and different management practices. InTelegy will support your organization’s successful transition.
Offer Technology Experts: InTelegy offers detailed Technology Project Management support through the InTelegy IT Project Governance process. The objective of this process is to provide a Project Delivery Framework that supports effective and repeatable planning, communications and delivery activities that enable project success. The InTelegy Technology Project Manager will lead the county through the identification of project roles including sponsors, stakeholders, and champions. They will also support the organization through specific stages in the development of technology solutions from Concept, Business and Technical Requirements, Plan of Record and Build Plan, Testing and UAT and Implementation.