RNR Consulting was commissioned by Montgomery County, Maryland, Infants and Toddlers Program to document and analyze core business processes utilized by the agency’s Central Administration Office. The consulting team utilized personal interviews and documentation review as the main sources of information. This approach provided detailed insight into interdepartmental relationships, processes, requirements, and areas for improvement. Information obtained through interviews, coupled with analysis of available documentation was synthesized into swim lane process maps, representing process flows, process participants, hand-offs and results.

Throughout the course of the project, RNR Consulting discovered high level bottlenecks and redundancies, associated with the above listed business processes within MCITP, including paper based processes, duplication of data entry, manual processes, manual document transfer, as well as duplication of document review. The information gathered was then utilized to develop “To-Be” maps representing areas for potential process improvements, as well as practical recommendations in the form of actionable solutions, which generated a positive, long-term impact on the efficiency and performance of the Central Office.