Business Process Review and Reengineering

With more than 20 years of experience providing management consulting to state health and human service agencies, 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.

  

Services

Cost Allocation Planning

Revenue Enhancement

Training Services

  

Among Our Projects:

• PCG conducted a business process review of the MA Food Stamps program at local offices across the Commonwealth.  As a result, PCG developed and conducted staff trainings and helped the Commonwealth 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.