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Process and Service Delivery
  1. Shared

    Finalize list of in-scope processes; identify which processes will undergo realignment

  2. Shared

    Validate and update the Business Process Realignment Strategy

  3. Shared

    Validate process decomposition for in-scope processes based on Service Area functions & activities

  4. Shared

    Develop Target State Process Maps for in-scope processes, considering internal control, segregation of duties, technology, handoffs, workloads, and manual workarounds

  5. Shared

    Review, validate, and update processes with stakeholders

  6. Shared

    Desk Guides/User Guide for customer & provider processes; Update SOPs

  7. Shared

    Update/validate SLAs to ensure exepcted process steps enable customers/providers to meet them

4.4 Lessons Learned

  • Establish a standardized and common process decomposition to have consistency in terminology using guidance from the applicable Service Area
  • Perform business process alignment activities rather than traditional business process reengineering to avoid bad practices continuing in the new system
  • Identify key functional process lead and Subject Matter Experts (SMEs) to drive process ownership and decision making
  • Use the Target State Process Maps to document process flows and handoffs, transaction volumes, enabling technology, user roles and responsibilities, and supporting tools/documentation used to complete processes
  • Use the Standard Operating Procedures to follow agency-specific step-by-step instructions for the execution of routine operations to ensure efficiency, quality output, consistency and uniformity of performance, and compliance with relevant regulations. Organize to-be process maps into end-to-end executable steps, and specify scope, purpose, input, output, and tools and relevant regulations

Stakeholders

Recommended stakeholders, inputs, & outputs may vary by implementation; however, agencies that contributed to this Playbook reported these factors as increasing the likelihood of success.

Customer

  • Business Owner
  • Program Manager
  • Functional Lead
  • Technical Lead / Solution Architect
  • Technical SME
  • Functional SME

Provider

  • Business Owner
  • Program Manager
  • Functional Lead
  • Technical Lead / Solution Architect
  • Technical SME
  • Functional SME

Inputs

Outputs

  • Target State Process Maps
  • Standard Operating Procedures
  • Business Process Re-Alignment Strategy
  • Desk Guides/User Guide

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