Orillia - ECM Review and Business Process Optimization
How we helped Orillia review 28 business processes to determine high priority opportunities for process improvement, set out technology priorities and a roadmap for implementation. Also, how we helped them figure out whether they could use Office 365 for their document and records management needs.
PROJECT: ECM REVIEW AND BUSINESS PROCESS OPTIMIZATION
DESCRIPTION
Funded by the Province's Municipal Modernization program, the City of Orillia's project had two goals a) Review and determine whether Office 365 could meet their needs for a corporate Enterprise Content Management system replacement, and b) to conduct a BPO review of 25 business processes.
OUTCOME
On the ECM portion of the project we worked with the City's IT and Records Management staff and representatives from all business units to review records management practices and develop a set of business requirements. We assessed Office 365 against the requirements and confirmed that the vast majority of required features could be met, out of the box. The recommendation was to implement Office 365, without add-ons to replace their current ECM product.
The BPO portion of the project conducted as-is and to-be business process design against 28 services and processes, including Utility Locate Requests, Building Permits, Road Occupancy Permits, Complaints and Service Requests, and Tax Certificate Request Management.
The review identified over $900,000 of potential savings, significant customer service improvements and the elimination of waste.
Importantly, we identified the technology and people required to support the implementation of the process improvements, and a roadmap to follow for implementation.
PROJECT DATA
Population: 30,000
IT Team: 5
Budget: 150K
Timeline: 9 months
Town of Lincoln: Systems Review & BPO
How we helped the Town of Lincoln learn how to apply Business Process Optimization and how we helped them rationalize their IT Application portfolio.
DESCRIPTION
Digital transformation is driving municipalities to take a critical look at aging systems and technology infrastructure. While it is tempting to jump straight into systems planning and replacement, it is essential to step back and think hard and in detail about how services and processes are designed first.
Working with the Town of Lincoln’s leadership team, Perry Group helped them understand and embrace the criticality of Business Process Optimization before systems implementation.
Business Process Optimization (BPO) has already enabled The Town of Lincoln to begin transforming its accounts payable process, with many more processes to follow.
Georgian Bay: Online Services Review
How we helped Georgian Bay prioritize online services and develop a plan to implement their top 10 priorities.
PROJECT: ONLINE SERVICES REVIEW
DESCRIPTION
Georgian Bay is a small community of 2,500 in cottage country that swells to 18,000 over the summer. The Township wanted to identify which services it should move online, and how it should be achieved.
OUTCOME
We worked with the Townships team to identify a long list of 44 candidate services. Using a set of criteria, including transaction volume, suitability to online, customer impact and staff time saving potential we worked with staff and SMT to reduce the candidates, first to 22 and then to a top 10 list.
We worked next to identify the technology required to deliver the top 10, and then conducted a fit-gap analysis to determine what technology could be re-used and where there were gaps.
The recommendations provided short- and long-term actions. These actions would see the Township rapidly implementing new online services using some simple online forms and payments technologies, while addressing more strategic long-term actions - such as the replacement of their ERP.
PROJECT DATA
Population: 2,500 (up to 18,000 in summer)
Budget: $25k
IT Staff: 0
Timeline: 3 months
2020
Haldimand: IT Organization Review
How we helped Haldimand leaders determine their IT priorities and design an IT organization structure equipped for the next 5 years.
PROJECT: IT ORGANIZATION REVIEW
DESCRIPTION
County leaders recognized the importance of technology. They were making significant investments in business systems with an ERP replacement project, new work management systems, and planning, permitting and licensing systems implementation. Our review identified gaps in business systems management skillsets and a requirement to scale up the IT function to support the new systems being implemented.
OUTCOME
We worked with County leaders to re-imagine the role of the IT function as a partner, not a supplier. We designed a new IT organization that could respond to this new mandate. This meant renaming the organization, an elevated role for the leader of the division to CIO, and the creation of 3 separate teams. We identified and prioritized the addition of positions over a multi-year period. We developed revised job descriptions for all members of the IT division.
PROJECT DATA
Budget: $50k
Timeline: 4 months
2020
Haldimand County: Business Process Optimization
How we reviewed and optimized 15 business processes, identifying 8 candidates for digitization resulting in up to $700,000 in cost avoidance.
PROJECT: BUSINESS PROCESS OPTIMIZATION
DESCRIPTION
Funded by the provincial Municipal Modernization program, the County was looking to review a series of business processes and to train their staff on conducting similar exercises in future.
OUTCOME
We worked with the County team to identify, prioritize and select 15 candidate processes and services for business process optimization. We trained County staff on our methodology by leading 5 BPO review processes, mentoring County staff through the next 5 processes and supporting and advising on the final 5 processes.
For each of the 15 BPO candidates we ran online working sessions to capture as-is business processes, to identify process improvements and to design new to-be processes. The output was a BPO package that presents a recommended to-be process, actions (and budgets) required to implement the improved process, and a cost-benefits assessment that identifies the return on investment. In this case, of the 15 processes reviewed, 8 emerged as high potential candidates with clear ROI, and with a collected benefit of over $700,000 in annual savings.
PROJECT DATA
Budget: $45k
Timeline: 4 months
Year: 2020
Waterloo Region: Development Tracking Systems Review
How we helped the Region of Waterloo review its development tracking system options and set a path, including budget and resource needs for the implementation of a new system.
PROJECT: DEVELOPMENT TRACKING SYSTEMS REVIEW
DESCRIPTION
The Region operated various databases and systems to track and manage development approvals. This piecemeal approach resulted in an incomplete view of the development process. Under pressure to speed the approvals process - the Region was looking to evaluate its options and determine a path forward.
The Region wanted to know whether to enhance one of the existing systems, whether to build a new system or whether to go to market to purchase a commercial product.
OUTCOME
Our team worked with Regional staff to assess the existing solutions in use and their suitability for future development.
We conducted discovery sessions and workshops to identify business requirements.
We conducted a market scan, talking to vendors and municipalities that have recently implemented development tracking systems - to assess whether the Region's requirements could be met.
Finally, we developed recommendations on the best approach, and provided budget and staffing estimates to implement and sustain the new development tracking system.
PROJECT DATA
Budget: $45k
Timeline: 4 months
Year: 2020