Our client, a New Zealand Government department, was participating in a multi-agency taskforce, focused on addressing a significant social issue. The taskforce had an initial objective of describing the current process in order to: 

 

- gain a greater understanding of current practice 

- identify the quality and quantity of points of contact between agencies and the public 

- provide a framework over which additional information can be overlaid, e.g. caseload volumes or funding allocations 

- provide basic information that other work programme initiatives can build on 

- establish a consistent framework for the taskforce to use across all work programme initiatives, and 

- assist with a gap analysis used to identify opportunities for improvement, including possible streamlining of processes

 

Igniter's approach

Igniter began their work with the department by adapting their process discovery and re-engineering approach to focus on the initial phases of Initiate, Define and Measure. This approach ensured a robust base that Igniter was then able to tailor to suit the project scope.

The Initiate phase consisted of a meeting with joint sponsors to confirm the scope and goals of the assignment and to develop a Project Charter.

In the Define phase, all the agencies were engaged to identify the boundaries and depth of the process to be mapped. Core assignment project management tasks were established, such as a data collection and stakeholder engagement plans.

The Measure phase consisted of a series of workshops to gather information and integrate the over-arching process map. These workshops were held with all relevant participants and focused on the process flow in their respective areas. Additionally, we gathered any relevant information that could be used to validate the upstream/downstream processes and/or provide clarity.

 

Outcomes for the client

Copies of the process map were distributed to all agencies and parties involved. These visually impressive maps (over 3 meters in length and 1 meter wide), combined with simple summary explanations, provided our client with several key benefits: 

- significantly improved visibility of the process and appreciation of its complexity. The maps are posted on walls at the agencies and generate a lot of discussion and involvement 

- individual agencies have a much greater understanding of the ‘end-to-end’ process and critical nature of their interactions with each other 

- work plans to address issues with the process are now better informed and the process map provides the reference point for any changes