Case Study: Development of a Service Delivery Model and Automated Workflow SystemState Government Department - WA, Australia
The Challenge
A leading WA Government Department was embarking upon a major transformation to improve service delivery outcomes for WA citizens, reduce costs and risks in the delivery of service, and generate new service revenues.
The organisation had no overarching governance that linked systems, to processes, policies and WA State Law.
Internal coordination of effort was based on legacy relationships, with significant silos, and ad hoc coordination to deliver service.
EnterpriseIS were asked to help the client improve their service delivery.
The Solution
Enterprise Improvement Solutions team members assisted with the project management of the development of an agreed service delivery model to govern how service should be delivered to individual market segments. Through the use of Value Stream Mapping, the following deficiencies were identified:
- Customer needs were generally not fully understood, and service offered was based on legacy as opposed to any fundamental overview of demand and wider segmentation
- Service delivery was inconsistent and potentially non compliant with WA legislation
- Customer inputs into internal processes were captured in a complete, consistent and accurate manner
- Service delivery was ad hoc and inefficient, and prone to excess cost in process execution.
The Results
- Policy frameworks and governance were agreed with the Department executive to provide a clear structure to link government strategy with policies, guidelines, procedures and work instructions
- A process structure and workflow hierarchy (linked to services offered) was defined, and an organisational process improvement program of work was created to remediate known problem process areas
- Functional and non-functional requirements were derived from the overall process workflows, and fed into a tender for IT vendor workflow implementation.