Vendor needs to provide business processes redesign services.– Seeking a contractor to guide in designing detailed and realistic strategies to improve capacity, enhance and improve customer service delivery and to effectively redesign business processes that align with a newly implemented technology solution.– Contractor shall provide a review program business process and provide analysis, feedback and recommendations on increasing and improving capacity, designing workflow and business processes to match the current technology solution and improve the customer experience for claimants and employers alike. – Review business processes and current technology solutions. Provide recommendations to increase staff capacity and reduce duplicative processes that take into consideration the new technology solution. These recommendations should focus on processes first.– Recommendations for business process redesign, including but not limited to:• Workload/workflow analysis• Capacity analysis• Elimination of siloed work• Vulnerable position(s) and feedback• Identification and removal of bottlenecks• Recommendations on non–value–added compliance• Call centre design and processes– Develop a communications plan to external customers, including claimants and employers, that provides updated and real time information about utilizing the new technology solution.
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