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“We hired Shelley to help us define roles and responsibilities, build the rules of engagement, and advance the company service model. As a result of the work Shelley did with a company improvement team, we implemented a one touch Client Service Excellence program and reduced the backlog of cases from 418 to zero in three months.”

Dale Brown
Senior Vice President, Sales and Marketing
MedImpact

 

The Role of BPM and Government Service Reviews

By Stephanie Venimore, Business Performance Advisor, City of Burlington, ON Canada

More and more local governments are faced with the need to meet the objective of being more effective, efficient and economical with the delivery of government services. Traditional approaches of cutting or reducing services levels to decrease the tax base are not always the […]