Challenge 

A directorate within the Department of Defense (DOD), and a prior client who engaged Tolero Solutions support in digital transformation and technology adoption support, was mandated to merge with several other departments and identify process improvements and eliminate inefficiencies and workflow issues. 

The problem – they had no detailed documented processes and didn’t know where to begin.

Solution

Tolero Solutions reengaged with the client and brought together cross functional and cross agency stakeholders to identify and document day to day responsibilities and handoffs, complete process flows, and update their strategy and mission.

• Collaborated with the client to conduct vendor selection for an automated process and workflow tool to capture current workflow and processes
• Delivered customized training on the automated tool and facilitated interactive process mapping workshops to identify current processes and highlight inefficiencies 
• Utilizing Tolero Solutions current state —> future state process, worked with impacted employees to create role discussion guides, capturing their current day to day activities and their future day to day activities and highlighting any changes with recommendations needed training and support
• Performed a detailed gap analysis of current state —> future state and identified process gaps and redundancies

Results

• Achieved nearly 40% reduction in process inefficiencies and redundancies, reduced duplicate and unnecessary stakeholder activities
• Reduced anxiety and improved employee acceptance and commitment to the mandated consolidation by removing unnecessary and redundant processes and tasks and identifying the training and support stakeholders will need to be successful in the future state
• Developed an integrated updated strategic plan for the newly consolidated departments
• Increased employee engagement scores via training, support and engagement strategies