The Gwinnett County, Department of Water Resources (DWR) was going through major structural and business process reorganization to improve the usage of the newly implemented SAP system. Standard Operating Guidelines (SOGs) were developed by RNR Consulting to establish a common ground of knowledge and to provide guidelines for everyday DWR business processes. During the SOG development, bottlenecks in some processes were identified and “quick-fixes” were implemented.

In order to accomplish DWR’s objective for this project, RNR Consulting reviewed Customer Service and Billing Department business processes and documented them into streamlined process maps The project team utilized the process maps as the foundation for the development of SOGs. The SOGs were published on the shared drive and provided to all department employees.

RETURN TO SERVICE AREA: STANDARD OPERATING PROCEDURES & TRAINING