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Case Studies / Business Process Optimization

Northridge Helps Federal Agency Transform Paper-Based Processes to Digital, Improving Customer Experience

Government Sector


Government Agency’s objectives included:

  • Improve their client’s Customer Experience
  • Improve internal efficiencies
  • Improve internal management and financial reporting cycle times


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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