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highly sequential process for checking files
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departments successively involved in processing each request
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manual treatment unsuited to increasing volumes
Background
At the heart of the government's plan to encourage energy savings, the company plays a key role in bringing together the various players - applicants, diagnosticians, work contractors and energy suppliers. In this capacity, it carries out in-depth reviews of applications, performs complex calculations and verifies supporting documents.
Challenge
The company was facing strong pressure on customer processing times, with increasingly complex regulatory texts, a constant increase in the number of applications for approval, and a workforce under strain due to unexpected departures as well as the exhaustion of existing staff.
Approach
Keyrus Management supported the administrative departments in a complete overhaul of the end-to-end processing process: - detailed and systematic description of the various operations (data, sources, tasks, formalization procedures, transmission to the next operation) - qualification of the various stages of progress and of the players involved in the process (validation, rejection, additional request, identification of potential duplicates) - overall validation of the processing diagram, workflow principles and process monitoring indicators - assistance in choosing a workflow solution and integrator - definition of an implementation strategy for two perimeters: current files and new files
Key results
Benefits
This approach enabled us to collectively prepare the future processing process, correcting any unnecessary tasks or redundant controls. In addition to improving the efficiency of processing through a workflow project, the project mode helped to remotivate the teams with the prospect of work that was better structured in a tool and with greater added value.
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