Process Improvement in Government Social Services

Process Excellence

Key Capabilities Demonstrated

Process mining

Root cause analysis

Process optimisation

Interactive workshop facilitation

Performance monitoring

Risk and compliance management

SofM helped a Government agency improve its social services delivery by deploying process mining technology to identify improvement opportunities

Situation

A large government department responsible for public housing and social services was facing increasing pressure to improve service quality, efficiency, and cost-effectiveness across their operations.

The department recognised the need for systematic process improvement to meet these challenges. Rather than following a traditional incremental improvement path, the department was looking for a data-driven approach to identify and target improvements.

Challenge

The government department faced two key challenges:

Complex processes: The department managed complex processes across various social services. There was often a significant difference between documented processes and actual operational practices, complicating improvement efforts.
Data quality, security and availability: As a government entity dealing with sensitive citizen information, the department had to navigate strict data security requirements and hosting constraints. The department’s system landscape, diverse data sources, and manual processes led to inconsistent data quality, making it challenging to get a clear picture of actual processes.

What we did

To address the client’s process and data challenges, we leveraged a leading-edge process mining technology with our solution partner Apromore, to enable a data-driven approach to process review and improvement.

We worked with the department management, subject matter experts (SMEs) and data teams to select appropriate processes and data for analysis.

We ingested the data into the Apromore software, producing interactive process maps and dashboards which formed the basis of analysis.

We then ran workshops with management and SMEs to validate as-is processes, identify key process pain points, estimate the impact, and recommend improvements.

Outcome

By leveraging advanced process mining technology and a data-driven approach, the department is now equipped to make targeted, high-impact improvements across its operations.

Efficiency gains: We identified several opportunities for significant improvement that would reduce both cost and effort across key processes.
Data-driven decision-making: The department gained valuable insights into actual processes, enabling more informed decision-making about process improvements.
Enhanced service delivery: By streamlining internal processes, the department is now better positioned to deliver more efficient and effective services to citizens.

Scalable methodology: The department now has a proven methodology for ongoing process improvement that can be applied to other areas of operation.