Process mapping exercise to improve efficiency

The situation

An emergency services agency engaged Grosvenor to map and re-engineer its customer information processes with the goal of making them more streamlined and efficient.

The agency was made up multi-level operations and worked across a geographic region. The agency needed to cater to effective channels of communication that were suitable for both metropolitan and rural and remote areas. The agency also underwent a recent restructuring and change in roles and responsibilities across the levels. Processes were further complicated by changing roles during Business As Usual and Operations.

Approach

Grosvenor was engaged in mapping and re-engineering processes to improve the efficiency of the team, particularly in ensuring an improvement in the dissemination of information.

The project undertook an intense process mapping exercise, mapping with up 50 stakeholders to understand the current and to-be state of the unit. Grosvenor required a deep understanding of the business and sought to ensure alignment with stakeholders to facilitate the adoption of the to-be processes.

The project entailed site visits, online mapping as well as a desktop review of existing documentation and analysis of system data to calculate work volumes.

Results

The end result was a set of new processes accompanied by a detailed report on findings and recommendations. Findings and recommendations were broader than the process maps, and it identified root causes impacting the effective functioning of the unit. The report included an implementation plan to mature the unit’s operations.

“It was a pleasure collaborating with your team on the [project]. I would not hesitate recommending Grosvenor into the future on any project…” Client

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