Case Study

One of the Fastest Growing Cities in Georgia Needs Business Process Documentation

Client Background and Overview

One of the fastest growing cities in Georgia contracted Turnkey Solutions to audit and document their business processes and procedures for their Finance Department. They were transitioning to a newer version of their payment software, and some of their procedures were still performed in the old software. To make their processes as consistent as possible and help with the new transition, Turnkey Solutions worked with various staff throughout the department to ensure all processes and procedures were properly documented in the City’s legacy documentation system. 

Challenges

Despite having native process documentation software, some department staff still relied on self-created materials on their work devices and undocumented job knowledge to perform their duties.  This created situations where in the event of an employee’s absence, termination, or resignation, there would be a disruption in department operations,  as other staff were not as familiar with the job duties and tasks of their colleagues. Additionally, processes and procedures that were already documented were not all standardized or were missing critical steps.

Solution

For the client, Turnkey Solutions meticulously documented the procedures for the old software and updated them for the new software as the transition progressed. This effort significantly eased the shift to the new payment system. Turnkey also collaborated with key roles within the Finance Department to ensure that all prioritized processes and procedures were comprehensively captured and centralized within the City’s native software, allowing department employees easy access to the standardized procedures. Additionally, by conducting this mapping work remotely and live, Turnkey saved the City both time and expense.

In an unexpected situation where the interim comptroller had to cover for an absent employee, she reported being able to perform her colleague’s tasks with ease and speed due to the precise and thorough process mapping done by Turnkey Solutions.  This improvement in operational efficiency emphasized the positive impact that Turnkey’s mapping work had on the City.

Impact

Turnkey Solutions’ documentation and process mapping work with the City not only enabled a seamless transition to new payment software but also ensured all processes and procedures were standardized and accessible throughout the department. This work significantly improved workplace efficiency and prevented operational disruptions, as evidenced by the interim comptroller’s ability to cover for absent employees easily and successfully. The centralized process flows have been essential in maintaining smooth and continuous department operations, and the client still requests for their new departmental procedures to be documented by Turnkey Solutions, testifying to quality of the work done and its helpfulness.