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