The processes used by state and local government employees to serve the public nearly always include a form, application, request, case file or record, or another document of a record. Traditionally, the completion of paper based forms followed a legacy path or pattern of work flow for review and approval of a request or constituent need.

Opportunities often exist to improve the level of citizen service by reexamining the workflow and process used to provide process documents. (The end goal is to improve service levels and to reduce costs.) In our experience, public organizations need to rationalize, reconfigure, rework, and redesign business processes flows before overlaying any new technology.

SMART assists organizations - both public and commercial - in redesigning approval and review processes, workflows, and document handling, as well as help implement them as improved end-to-end processes. We are adept at identifying non-valued versus value added tasks in existing case management, back office, compliance or licensing processes. Many of our consultants are Six Sigma™ trained, and  know how to apply the Define, Measure, Analyze, Improve, Control (DMAIC) concepts to states and local government settings.

Whether you need assistance in mapping or inventorying business processes, redesigning or rationalizing them or defining the current or future IT requirements - we specialize in the following:

• Process Mapping – detailing and documenting current SLG processes

• Process Analysis/Redesign – examining where opportunities exist in the processes used to improve the level of citizen service

• Program and Performance Management – through the use of benchmarking, we help SLGs measure service performance and process results against best practices of similar organizations and determine how to achieve superior results and leverage this information to help improve the quality of service.

• Continual Process Improvement – includes reviewing operational and administrative processes used to manage licensing, client/case management, and records management operations, etc., and making recommendations for improvement on an ongoing basis.