Process Improvement

We delivered a web-based system to streamline business processes and improve customer interactions, accuracy and reporting.

Process Improvement case study

Client's Challenge

The Virginia Department of Housing and Community Development (DHCD), a government agency that invests more than $100 million each year into housing and community development projects throughout the state, wanted to improve overall system capabilities in order to better meet their department-wide needs and the needs of their customers. Nearly every program at DHCD was managed with a different set of processes, data and reporting requirements. DHCD had disparate systems – both automated and manual – with duplicated data and redundant functionality.

Impact Makers' Solution

  • Identified a need for a single, web-based portal to improve processes, oversight and data quality that would simplify information gathering from external customers and facilitate grant management
  • Assessed current business processes and collaborated with them to establish new processes and prepare for future process audits and improvements
  • Created a reporting dashboard to monitor processes and provide transparency and reporting to senior management
  • Developed the Centralized Application Management System (CAMS) by identifying requirements through story mapping and detailed user stories –
  • Followed by iterative system development, quality assurance and testing
  • Ensured active engagement with the customer
  • Transferred all work to internal DHCD staff

Impact & Results

  • Streamlined business processes and applied them to initial system design
  • Simplified data entry through standardized web-based forms that significantly enhanced the client’s customer interactions and communication
  • Improved data accuracy with error checking and elimination of manual processes
  • Consolidated information with all grants and programs into a single system that reduced time requirements, eliminated manual collection and decreased errors
  • Robust reporting and data aggregation across each individual and all programs, allowing DHCD to query and analyze information across the enterprise

DHCD received the RichTech Technology Innovation Developer Award for the system development in partnership with Impact Makers. Bill Shelton, director of DHCD said the “award brings recognition and validation of the high quality of work being done at DHCD. CAMS is allowing DHCD to better share information and experiences, making way for better communication, collaboration and delivery of state resources.”