Process Redesign, Automation, and Journey Mapping for a Public Sector Entity
BACKGROUND & OBJECTIVE
A government entity in a Middle Eastern country aimed to enhance user journeys, streamline processes, and improve automation to support national industrial priorities. The project sought to redesign process structures, establish governance models, and enhance interagency coordination to improve efficiency. The engagement also focused on identifying key bottlenecks, evaluating future design options, and implementing targeted process improvements to drive competitiveness in the local industrial sector.
PROJECT APPROACH
The project began with a comprehensive assessment of the organization’s current state, identifying performance gaps and inefficiencies. A qualitative ranking of key operational issues was conducted across different functional areas. Future design options were evaluated based on performance indicators and stakeholder consensus. A structured improvement strategy was developed, incorporating process enhancement themes to address dissatisfaction drivers and inefficiencies. Resources and execution efforts were scheduled and estimated, ensuring effective implementation and deployment.
OUR METHODOLOGY
A combination of quantitative and qualitative analysis was employed to measure baseline performance. Process mapping and a reference framework were used to visualize existing workflows and identify gaps. Journey mapping techniques were implemented to track user interactions and touchpoints across various processes. The methodology also involved focus groups and stakeholder interviews to gather insights and refine improvement strategies. Value chain analysis and heat mapping were applied to pinpoint areas of bottlenecks and non-value-adding activities, ensuring a targeted redesign.
THE RESULTS
The project successfully modeled and documented current processes, establishing performance baselines for future improvements. User journey mapping was conducted to define interaction points and system requirements. A set of future KPIs and metrics was developed to guide ongoing process enhancement efforts. The project led to a redesign of key processes, eliminating inefficiencies, identifying automation opportunities, and optimizing workflows. Additionally, the team supported the department in the deployment of redesigned processes, ensuring continuous monitoring and status reporting.
