Transforming Access: Comprehensive Program Management for a City’s One-Stop Service Portal
The service portal initiative transformed how residents in a major US city accessed vital services: a unified, easy-to-use digital platform that streamlined interactions between residents and city agencies, essentially a one-stop shop for all city services, benefits, licenses, and permits.
We played key roles in the launch of this portal and led subsequent projects to extend its impact.
Strategic Guidance with a Roadmap for Success
Where do you start when approaching an initiative of this scale? A comprehensive strategy.
Our strategic guidance and tailored approach laid the foundation for this major multi-agency digital transformation. We drove collaboration, efficiency, and innovation every step of the way. After an in-depth analysis, we created a well-defined, actionable plan and an overarching portal design. Our team developed clear, workstream-specific timelines to ensure a smooth rollout. Finally, we consolidated all workstreams into an integrated roadmap, giving the city a clear path forward.
Disparate Processes Streamlined into a Cohesive User Experience
The deadline for adding a new child care application to the online portal was quickly approaching. The new online application had to streamline operations across four different city agencies that provide childcare services. Our Business Process Re-engineering team quickly analyzed the workflows of each agency and recommended a new, simplified application flow, making it easier for the city’s parents and guardians to access these services—all without disrupting current operations.
Training and Change Management: Empowering Teams for Success
When the new child care application was ready to launch, we made sure that multiple stakeholders across various roles were properly trained and prepared to adopt the new system. Our team managed the training and change management process, guiding city agencies through a smooth transition to the new application process.
We used a blend of traditional and innovative techniques to drive engagement and adoption. From in-depth courses for core users to self-service videos for time-pressed participants, we ensured everyone had access to the right resources. In addition to training management, we rallied change champions—internal advocates who promoted the system’s benefits and encouraged agency-wide buy-in. Our incremental change management approach minimized disruption, helping city employees move smoothly from the current state to the desired future state.
From Process to Performance: Re-engineering Call Center Operations
Alongside changes to its application processes, the city agency needed to transform its Client Experience Unit, including its call center operations. We re-engineered their processes to enhance the customer experience, optimize staffing, and introduce new performance-tracking tools.
We evaluated current operations and introduced key metrics like Net Promoter Score (NPS) and customized KPIs to track progress. Using our analysis, we implemented a quality assurance framework and recommended technology upgrades and staffing plans.
To support these changes, we created a training plan to help management and their teams confidently handle day-to-day operations. We also designed user-friendly reports and dashboards to provide leadership with clear, actionable insights, ensuring transparency and accountability.
Everything we did for this program aimed to create a seamless experience by reducing redundancy and simplifying service access. Mission accomplished.