Business Process Improvement

Business Advantage Consulting conducted a business process reengineering As-Is and To-Be Analysis resulting in a roadmap for a series of projects and operational improvements to enable the Bureau’s processes. We developed summary reports, facilitated mapping and redesign sessions, administered an all staff survey, held best practices interviews with other agencies, facilitated manager planning workshops, and designed and orchestrated an all-staff Open House to provide input on planned projects.

Business Advantage provided management and business analysis to improve workflow efficiency in 15 major high-volume processes statewide. Business Advantage’s team delivered initial findings, documented As-Is business processes and business (functional) requirements, proposed a solution with major options, and provided efficiency improvement recommendations. The outcomes of this engagement were improved efficiency, reduced wait times by internal customers, and improved customer service.

Business Advantage provided Business Process Reengineering (BPR) services for the improvement of CalPERS accounts receivable processes. Team members documented As-Is business processes, collected process data, analyzed processes, developed To-Be business process models, defined the high-level technical solution, defined high-level functional requirements, and developed the business case. The team developed the approach and strategy for reengineering the A/R processes, including new business models and system interaction models in order to meet the vision and goals of the organization. Team members wrote the design for reengineering of all A/R processes, including detailed business process maps, technical requirements, and staffing levels. In addition, Business Advantage conducted project management for the entire project.

Business Advantage Consulting provided management and business analysis to develop a detailed assessment of the automated throughput processes, established individual baselines for each field office throughout the state, and projected future efficiencies. Activities included conducting a market research and demographic study report; developing a written assessment and recommendation of the To-Be workflow analysis and design that maximizes the automated knowledge testing efficiencies based on gaps found and identified in the As-Is written knowledge test process; and developing a written assessment and recommendations that included statistical data that identifies customer testing needs, future growth and business considerations over the next five (5) years.

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Business Advantage Consulting supported the development and deployment of the Practice, Research & Outcomes 0-Five (PRO0F) project in support of the state’s Signature Program, CARES Plus. Business Advantage’s team gathered and documented business requirements, and analyzed business and workflow processes associated with the management of First 5 California programs throughout the state. The team conducted stakeholder interviews, developed and presented project-level presentations to both internal and external audiences, coordinated client reviews of vendor deliverables, and designed detailed plans. The team reviewed various documents supplied by the systems integration vendor and provided substantial feedback to the client regarding improvements.

Business Advantage Consulting designed and implemented processes for the Department of Rehabilitation’s new Vocational Rehabilitation Service Delivery Model that was Piloted and evaluated prior to statewide implementation. Business Advantage led multiple project teams staffed by Department management to redesign business processes; developed and provided training on new service delivery processes and team formation concepts; developed and implemented a plan for evaluating 16 teams piloting new service delivery processes; worked with teams and the project steering committee to evaluate Pilot results; and designed and gained approval of a final service delivery model.

Business Advantage Consulting managed design and implementation of multiple IT upgrade projects (impacting 18 counties throughout the state) within the standards of the enterprise PMO (Project Management Office) and within the professional standards of the Project Management Institute (PMI). These projects included defining and managing process improvements within the comprehensive business designs, developing and defending cost/benefit analyses, and integrating new technology capabilities into process designs and specifications. Improved project and portfolio management processes resulted in successful project outcomes for major system releases, Access CalWIN (an automated Voice Response Unit), Benefits CalWIN (an interactive web-based customer service tool), and many others.

Business Advantage reengineered the Customer Call Center to become the Enterprise Customer Contact Center. The team provided management and analysis including: reengineering the business processes; defining and creating the unit’s mission, objectives, developing detailed business processes and system requirements; and determining roles and responsibilities that resulted in a 45% improvement in process efficiency.