Business Process Review and Reengineering

PCG has deep expertise in conducting business process reviews and identifying ways to improve agency service delivery.  Reviews consider a number of factors such as work flow, training, centralization vs. decentralization, staffing, document management, technology, and office design.

 

PCG assists agencies with:

• Staffing issues;
• Technology recommendations;
• Federal compliance issues;
• Customer service improvements;
• And more.

PCG conducted a business process review of the MA Food Stamps program at local offices across the state.  As a result, PCG developed and conducted staff trainings and helped the state implement a food stamp call center to improve customer service.

PCG conducted a business process review of 11 agencies in the State of Connecticut to assess processes used by individuals with disabilities.  PCG mapped processes through which clients received services in order to define and gauge each agency’s success rate and efficiency at moving individuals with disabilities into employment.