Work Order and Billing Process Assessment
RNR Consulting was commissioned by the City of Cleveland, Division of Parks Maintenance and Properties to provide consulting services pertaining to its work order, billing and appeals processes. As part of this vital initiative, RNR Consulting analyzed the Division’s business processes including work order generation, property inspections, invoicing, protests, etc. We then prepared recommendations on streamlining these business processes to eliminate bottlenecks and redundancies. An important aspect of this project was analyzing various information technology systems being utilized in support of the business processes. RNR Consulting conducted a comprehensive systems audit of the information technology systems utilized by the Division in day-to-day activities. Specifically, RNR Consulting assessed the capabilities of the Division’s billing system, Accella Automation, and made recommendations for enhancing the utilization of the system. RNR Consulting also analyzed the capabilities within the City’s Geographical Information System (GIS) and provided recommendations which the Division could explore for making parcel identification more accurate in coordination with a Global Positioning System (GPS).
RNR Consulting then developed baseline requirements for a Work Order Management System for the Division. At the time, the work order management process was a manual system and very “hard copy” intensive. RNR Consulting made recommendations on integrating a future work order management system with Accella Automation, to eliminate a significant bottleneck in terms of a heavy reliance on the hard copy processes. To facilitate the development of the above recommendations, RNR Consulting conducted a Full Time Equivalent (FTE) Analysis, a Best Practices Review, Document Shadowing Exercises and developed Network and Applications Architecture Analyses.