Client: Government Agency
Role we played: Develop system to ensure uninhibited progression of cases.
Industry: Government, Civil Service
Services: Investigations
Challenge: Seasoned team comfortable with workflow is directed to implement new way of tracking and monitoring matters in culture resistant to change.
The client needed support to:
Regain credibility of unit, due to 208-day average to complete investigations, when 90-days or less was required.
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Increase transparency while limiting backlash in distribution of matters based on sensitivity.
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Hold team and leaders accountable for their responsibilities in the investigation process, given heightened federal government oversight.
Action: Created a case matrix for the team to optimize the investigation workflow and implemented techniques in the intake and closing processes to promote accountability.
Streamline the timeframe in which matters raised in the unit are assigned.
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Develop method of review and escalation process when draft investigation complete.
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Execute appropriate close out measures to ensure vertical alignment.
Result: Transformationally increased the credibility of a unit.
Received support of initiative from team and executive leadership.
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Delivered operational efficiencies resulting in 95% decrease in the average days to assign a matter and 84% decrease in average days to close a matter.
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Enhanced reputation of unit to enable sustainable monitoring with improved accountability.