RNR Consulting was contracted to provide an assessment of Cuyahoga Metropolitan Housing Authority’s (CMHA’s) Recertification Department. Our approach included interviews of key personnel regarding the Recertification Process and shadowing all documents used throughout the processes. These activities were utilized to evaluate the dynamics of the Recertification Department and to develop “As-Is” Process Maps, a Functional Map, and a Document Shadowing Table.

RNR Consulting also conducted a Functional Time Analysis (FTA) as part of the Recertification Workflow Analysis within the Recertification Department. The FTA helped assess how the Recertification Specialists accomplish their tasks and responsibilities, and how long it takes them to complete each step in the Recertification Process. The FTA informed CMHA Management of the precise activities performed by various employees, and enabled CMHA to re-assess and re-define the duties and responsibilities completed. Further analysis of these studies allowed management to view the ways in which employees across various functional areas allocate their time, and which processes were causing process bottlenecks.

The information gathered through the above activities allowed RNR Consulting to develop an Issues and Recommendations table that illustrated specific issues faced by the Recertification Department. Within the table, RNR Consulting provided recommendations for each issue, and action steps to show the sequence of initial steps that should be taken to address the situation. Additionally, RNR Consulting recommended automating the entire process.

RETURN TO SERVICE AREA: BUSINESS PROCESS REENGINEERING AND FEASIBILITY STUDIES