"The secret of change is to focus all of your energy, not on fighting the old, but on building the new."
Socrates
CASE STUDY | Public Sector "Modernization"
SUPPORTING CUSTOMER-CENTRIC TRANSFORMATION
Large U.S. county government office is transforming their systems and processes to better serve the needs of their residents and internal "customers."
Ramsey County is the second largest county in the state of Minnesota and has been on a journey of transformation in order to better reflect and serve the needs of residents. It is now common for residents to seek multiple county services, requiring the county to understand a customer across departments and service offerings.
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HOW ROIG HAS HELPED
The ROIG Group has been engaged with this client continuously since 2013 and has played a major role in many of the work streams that have supported their transformation to a more customer-centric organization:
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Leading a “modernization” implementation program in Property Records and Revenue, designed to improve the customer experience, simplify the underlying systems and integration infrastructure, and build capacity in the organization to continually improve and stay modern once achieved
Worked with the leadership of the Property Records and Revenue organization to define a “data strategy” producing the blueprint and roadmap for the modernization program now underway
Led the effort across people, process, and technology to move the core ERP HR, Payroll, Finance, and Budgeting sytems into a more stable environment, while building the organizational capacity to stay current and fully exploit these critical capabilities and associted systems
Assisted the county in implementing a new Enterprise Risk Management function to better cope with today’s growing public sector risk profile
Created an “IS Blueprint” designed to move the Information Services organization up the capability maturity model
Program managed the assessment of the county’s Employee Time, Attendance, and Scheduling capabilities, resulting in a holistic go-forward plan
Led multiple rapid Lean Sigma process improvement events, resulting in measurable improvements and more engaged employees
THE RESULTS
Enterprise Resource Management(ERP) systems are now hosted and managed in a robust, stable environment and multiple major upgrades have been successfully completed.
“Capability teams” have been defined, “Capability Analyst” positions formed and filled, and ERP Program Management institutionalized to maintain stability and currency and fully exploit the investment in ERP systems.
Enterprise Risk Management has been adopted by the county board as the strategic approach, with Governance in place, a new Enterprise Risk Manager position defined and hired.
Property Records and Revenue strategic modernization plan and detailed roadmap in place and the modernization implementation program approved and funded and underway.
There is now a county-wide Employee Time, Attendance and Scheduling strategy, replacing the former department by department approach with a more strategic, holistic approach and plan.
Multiple major programs/projects successfully completed, based on a combination of internal county Program Management Office (PMO) build out and ROIG Program and Organizational Change Management (OCM) practices.
CLIENT FEEDBACK
“The ROIG team has maintained a sustained high level of performance while working with Ramsey County”
- Johanna Berg, Deputy County Manager
“What a fabulous team, you all rock!”
– Gail Blackstone, HR Director in describing the combined ROIG and internal county team