Transforming Government Sector Processes and Procedures
35% boost in efficiency within the first 11 weeks
The Office of Administrative Hearings (OAH) faced challenges managing increasing caseloads, outdated processes, and low employee morale. The government agency partnered with Lehi Partners and Summit OG to undertake a comprehensive evaluation and transformation initiative. The project aimed to enhance operational efficiency, improve employee satisfaction, and establish a foundation for sustained improvement.
Client Background:
Organization: Office of Administrative Hearings (OAH)
Scope: 49 government agencies, 84 employees, 20 open positions
Annual Cases: 30,000 and increasing
Budget: Approximately $13M
Our first objective was to comprehensively evaluate workload and workflows, meticulously identifying inefficiencies to streamline operations. Simultaneously, we delved into the intricate fabric of OAH's organizational culture, analyzing employee satisfaction to foster a positive workplace environment. The subsequent focus involved producing a detailed feasibility study laying the groundwork for targeted process improvements. Finally, we collaborated with OAH to craft a strategic one-year roadmap, providing a clear trajectory for execution and sustained enhancements. This holistic approach aimed to resolve immediate issues and cultivate a resilient foundation for long-term organizational success.
The transformative process with the Office of Administrative Hearings (OAH) involved systematically and thoroughly examining their operations. Our team meticulously identified inefficiencies through detailed process mapping, paving the way for targeted improvements. Engaging in enlightening listening sessions across various roles within OAH, we gained valuable insights into perspectives and challenges, ensuring a comprehensive understanding of the organization's dynamics. A critical aspect of our approach was executing a 10-day, per-cluster time study, enabling us to analyze workloads across job roles and optimize resource allocation. The subsequent data analysis involved scrutinizing case volume, reconciling agency case data, and integrating survey results for a holistic overview. Employing affinity diagrams and creativity matrices, Summit OG crafted future state maps, providing a visual roadmap for enhanced processes and culminating in a detailed set of recommendations, including a strategic one-year execution plan and our collaborative efforts to address current issues and propel OAH toward sustained operational excellence.
The collaborative efforts between Lehi Partners, Summit OG, and the Office of Administrative Hearings (OAH) yielded transformative results, providing a comprehensive roadmap for organizational excellence. By identifying and capturing 56 opportunities and gaps for improvement, Lehi Partners and Summit OG initiated a strategic overhaul. The development of 14 cross-functional current state maps laid the foundation for updating standard operating procedures, ensuring alignment with organizational goals. Leveraging affinity diagrams and creativity matrices, we created visual tools tailored to priority areas informed by cluster-specific data. The synthesis of survey data, listening session insights, and time study results formed the basis for critical recommendations, while our mathematical models enabled OAH to forecast case volume and optimize resource allocation for the new fiscal year. In supporting executive leadership with real-time change management, our team ensured a smooth transition post-engagement, further augmented by the proposed Lean Implementation strategies. Our professionally designed feasibility study and presentation provided OAH with a robust framework for engaging external stakeholders. Looking ahead, the following steps involve the implementation of visual dashboards and work queues for enhanced case management, ongoing support for real-time change management and execution, and strategic recommendations with 90-day, 180-day, and 365+ day implementation plans. Lehi Partners and Summit OG remain committed to driving sustained success for OAH through these meticulously planned initiatives.
