Missouri Division of Workers' Compensation Business Process Reengineering
In an effort to better understand current methodologies and research innovative technologies to meet growing demand, the client required that a business operations analysis be conducted. Primary objectives of the initiative included understanding current operational and business processes, documenting future state needs and requirements, as well as recommending short and long term solutions.
The objective of these recommendations was to provide guidance for aligning business processes and personnel in an efficient manner to provide exceptional service to the client’s customers. Furthermore, the deliverables enabled the client to establish a request for proposal facilitating development of an innovative web-based application that satisfies both current and future requirements and will allow the client to realize the recommendations provided.
As part of a joint project team with the client, CapTech provided a detailed written business analysis and subsequent recommendations encompassing the entire operation of the state agency. Utilizing industry leading tools and business process modeling methodologies, CapTech worked with various business users, the client’s IT department, and external customers of the state agency to diagram current operational, business and system workflows. Through numerous interviews, stakeholder meetings, and architecture reviews CapTech catalogued current and future needs and created current state diagrams of the client’s information systems, as well as any architecture or business constraints.
The proposed vision included future data flows and communication methods, business process reengineering recommendations, a data strategy and future architecture suggestions. In addition, CapTech provided a detailed view of the future processes for the client, derived from the current state processes which were reengineered based on industry best practices to facilitate task automation and electronic correspondence with commercial stakeholders. The Data Strategy deliverable defined a comprehensive view of managing and maintaining data to support the client’s evolution to a portal based technology solution with robust reporting capabilities used by virtually all of its internal employees and external stakeholders.
CapTech leveraged Microsoft business productivity tools to deliver this project ahead of schedule and under budget:
- MS Visio
- MS Office Suite
The recommendation and corresponding value assessment were arrived at over the course of the project, through a detailed evaluation of the current environment enabling a firm understanding of the existing challenges facing the client and their need to move forward. This knowledge provided the foundation necessary for validating the client’s objectives and was the starting point for developing the future state. CapTech’s industry leading expertise in the Workers’ Compensation field was applied to the current state to develop a robust and efficient future state plan for the division. Implementing this future state vision will result in:
- A developed future state that projects a 56% reduction in overall business processes
- A reduction in manual steps of over 75%
- A reduction in redundant activities of approximately 90%.
In addition to these substantial efficiency gains, these recommendations will bring the client to the forefront of the Workers’ Compensation industry and enable the state agency to provide excellent service to all stakeholders as well as positioning it to effectively manage the constantly evolving nature of the business.