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Case Studies / Business Process Optimization
Northridge Helps Federal Agency Transform Paper-Based Processes to Digital, Improving Customer Experience
Government Sector
Scope
Government Agency’s objectives included:
- Improve their client’s Customer Experience
- Improve internal efficiencies
- Improve internal management and financial reporting cycle times
Results
The Northridge Group developed a strategy to improve the client’s Customer Experience and provided:
- A roadmap for implementation of a customer portal to minimize the effort in processing submissions, allowing customers to:
- Submit forms and payments via portal
- Access historical filings and payment information
- Send/receive secure communications
- A process flow for client’s present mode of operation
- A gap assessment of the client’s current processes to best-in-class practices to drive efficiencies
- A process reflecting an optimal future mode of operations designed around the expected implementation of technology solutions
- An outline of functional requirements for subsequent technology implementation to maximize customer experience and productivity
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