Government and Nonprofit Case Studies
Divisional Redesign Optimizes Organizational Effectiveness
Analyzed primary mission support functions along people, process, and technology framework through detailed benchmarking and voice of customer analysis, identifying priority actions and specific recommendations to improve service quality.
Contact Center Becomes Paragon of Operational Excellence
Built foundation for contact center consolidation strategy by designing performance measurement framework to align best-in-class operational and customer-facing KPIs, allowing the client to successfully consolidate twenty-nine contact centers into one.
Best Practices Institutionalize Innovation in Change-Averse Organization
Modernized 200+ year-old organization’s operational effectiveness by identifying 19 commercial best practices to build a culture of innovation, enabling the client to overcome organizational inertia and improve speed to market.
Benchmarking Analysis Accelerates Backlog Reduction Leading Client to Operational Excellence
Guided client through operational challenges by identifying tactical improvements to optimize processing efficiency after establishing key benchmarks and measures to promote continuous improvement, enabling the client to achieve operational excellence.
Test Public Sector Advantaged partnership models in the Banking As A Service sector
Helping an established payments business identify opportunities to gain traction in the rapidly expanding FinTech segment through platform partnership models