Process Improvement

Smarter Business Processes for Leaner Operations and Better Service Delivery

Citizant has tackled business process redesign on a stand-alone project basis and as the front end of complex application development initiatives. We optimize and custom fit processes within any methodology or framework that matters to our customers, providing deep expertise in International Organization for Standardization (ISO), Information Technology Infrastructure Library (ITIL), Agile, Capability Maturity Model Integration (CMMI), and others.

We leverage BPR best practices, processes, tools, methodologies, and existing customer process assets with a consistent focus on stakeholder buy-in and collaboration throughout every step. Our approach provides customers with visibility into process iteration and early identification of actionable, tangible processes and priorities. We apply this business process expertise as we start up new programs to improve procedures and/or practices, and create implementation plans.

Our Process Improvement experts have performed successfully on enterprise-wide initiatives at the IRS Application Development organization, Centers for Medicare & Medicaid Services, the IRS Taxpayer Communication Office, and the Department of Justice. At the IRS, Citizant assists the IRS Application Development organization in maintaining mature development and services capabilities using the industry standard, CMMI Development and CMMI Services. Citizant provides process consulting expertise to ensure projects follow the organization’s defined process and continue to improve performance. We provide executive-level, strategic guidance and tactical appraisal preparation support. Citizant augmented the IRS’s SCAMPI A and B appraisal teams and helped implement valuable, time-saving appraisal techniques.

Process Improvement Drives and Responds to Business Goals

Citizant tailors process improvement initiatives to each customer’s specific goals and objectives. We bring together process pieces to integrate new software applications, or to create new, balanced ways of doing business – as part of a modernization effort or after a merger or re-organization.

Citizant applies these same standards in pursuit of our own business goals. Because of our commitment to quality practices that spans more than 20 years, Citizant appraised at CMMI V2.0 Maturity Level 3 in both Development and Services, and is certified under ISO 9001:2015 (Talent Acquisition and Delivery), ISO 20000-1:2018 (Shared Services), and ISO 27001:2013 (Information Technology). Our experience working under these quality standards in Federal IT and PMO projects helps us to design and implement process improvements our government customers can easily use and maintain in everyday circumstances.

Creating Short-Term and Long-Term Value through Process Quality

Citizant’s strategy in every process redesign effort is to quickly identify improvement opportunities that will create substantial, easily recognized value for our customers. These early quick hits help create momentum and set the stage for continued commitments from relevant stakeholders across the organization.

During a 3-year effort at Centers for Medicare & Medicaid Services, the Citizant team completed more than 400 business process models (current and target) supporting 50 projects. The team collaborated with more than 400 business owners, subject matter experts, and policymakers from all organizations under every line of business.

The customer said: “This modeling diagram has become the most valuable piece of paper we have. It is being used daily. It has made so many things so much more efficient…”