In an assessment of the Maryland Transit Authority’s Office of Training and Development (OTD), RNR Consulting found that certain gains could be made through expanding documentation of departmental policies and procedures in the form of Standard Operating Procedures (SOPs). During this project, tasks such as interdepartmental interviews, focus groups with OTD customers, document shadowing, and Best Practices research provided vital information for the development of key deliverables. Recommendations were made in relation to the skills required for departmental positions.