Business Needs Analysis & Process Mapping

The Brief

To implement a new IT rostering system which would enable the organisation to effectively manage workforce planning & allocation of both permanent and temporary staff across its 40 services.

My Role 

I was hired to conduct in depth interviews with the services. I learnt about their business operations then identified and resolved inefficiencies, improved processes and customised the new rostering system to support them.

The Project

These were some of the new business processes I mapped out and introduced to the services.

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The new IT system was essentially replacing everything they used to do on paper.

They were using a number of discreet yet separate databases which they used for tracking personnel, volunteers, time and attendance and payroll, as well as sharing information within the organisation.  Although this historical information exchange was time-consuming and prone to error it was nonetheless the way they did things for decades.

So the challenge was changing the staff behaviour. But with timely, relevant and consistent communications as well as showing lots of patience and empathy for the genuine issues the end users were experiencing, we succeeded in doing so.