The State of Delaware’s Office of Pensions is just one example of CherryRoad’s strategy development experience. With only 50 full-time employees and no plan to increase staff, the Pension Office was overwhelmed by the volume of complex data and the manual nature of the existing business processes. At the same time, they wanted to plan for an expansion of services to improve customer satisfaction.
We started with a thorough assessment of their business, including interviews, brainstorming with management, process walk-throughs, transaction testing, cost/benefit analysis, and change management considerations. We then identified operating inefficiencies as well as opportunities for improvements in productivity and cost savings. And, we determined which processes could benefit from utilizing available technology, including intranet/internet capabilities.
Our 40 strategic recommendations included immediate, short-term, and long-term actions and initiatives. In Phase 2, we provided an integrated web strategy, where we incorporated a customer survey to better understand the constituents’ needs and expectations.
The Pension Office is now managing its entire operation more effectively and is better poised for its desired expansion of service offerings.