Making the mark in information management and the administration of services
To determine the underlying benefits for operational efficiency and organizational effectiveness, the 11 initiatives were evaluated against eight Key Performance Indicators (see Figure 2). To aid this evaluation, the eight KPIs were segmented into four performance categories.

• Information management: Promotes more effective and efficient data capture, storage, analysis and use to improve services and manage operations

• Administer and deliver services: Reduces service delays and errors by improving the efficiency and effectiveness of internal administration and customer service processes

• Employee development: Improves the efficiency and effectiveness of processes by helping employees to develop the necessary skills and knowledge to effectively administer and deliver services

• Financial improvement: Reduces operating and service delivery costs to meet economic and budget pressures concerning data, processes and people management.

Cluster analysis of each initiative across the four categories revealed:

• Most benefits were in information management areas

• The administer and deliver services category provided moderate benefits, primarily in the area of faster service delivery time

• Initiatives had relatively little impact on employee development and financial improvement.

Through our proven methodology, hands-on experience, industry-leading research, and our strong project management skills, we'll work with you to determine the best to meet your Information management, Administer and deliver services, Employee development, and Financial improvement needs.