Annual Report 2019-20
Goal 2: Business Systems & Process Improvement
We continue to look for ways to strengthen our internal business systems and processes, auditing activities to create a more efficient infrastructure. By focusing on internal improvement, IES can better serve both our internal and external clients with greater depth and veracity. The end goal of our efforts will be greater client and stakeholder satisfaction.
In 2019-20, IES:
- Continued to strengthen our expertise and functionality around our Client Relationship Management (CRM) tool Salesforce, making it the centerpiece of our data support and information including housing and managing our 3rd party vendor contracts
- Received a final report out from an internal Client Engagement process team
- Enhanced internal performance metrics to strengthen our focus on efficiency and effectiveness in serving client needs
Our plans in the future will shift more toward identifying and documenting processes that are ripe for an improvement project based on feedback from our internal and external customers and stakeholders around what is working well and what is not. We will align to a new strategy model that will shift away from goal teams and more toward short term initiatives that include process documentation and improvement components.
In addition, we plan to incorporate these revised processes into Salesforce in order for the system to be as functional and useful as possible as well as to contribute to its position as the system of record for IES’ business operations. Other enhancements will include a leadership dashboard containing key metrics to guide decision making, improved project management capabilities and a data quality process.