d) Undertake Process Documentation

d) Undertake Process Documentation and Streamlining
By documenting how things are done currently, everyone involved in the process is better able
to understand how all the steps fit into the larger picture of delivering service to the customer.
Once the direct customer interaction services are documented; analyzing and streamlining
business processes would be imperative to provide services transparently to the citizens. This
means abandoning long-established procedures and looking at processes with fresh eyes to
create new service delivery with the customer in mind. Streamlining business processes also
means revising multiple customer touch points, managing changes across different
departments to ensuring behavioral and cultural transformation. In 2006, the City is
planning to commence with a Program Review Project, which would closely link with the
Customer Service process documentation and streamlining strategy.