A large government organisation required desk files (operating procedures) to be re-developed to:
- reflect the new regulatory framework
- highlight the regulatory changes, and
- provide clear guidelines and work instructions.
When scoping the project we identified several critical issues:
- Due to the new regulatory framework not being in effect yet, many of the procedures were new and had never been documented before.
- The new database to be used was not up and running, so some procedural details could not be included in the documentation.
- Some documents and forms had not been created yet, so placeholders had to be used.
We focused on completing as much of the required documentation as possible while also clearly identifying the gaps that still needed to be addressed. This allowed the client to prioritise work to provide the missing information.
The techniques we used were:
- Process mapping: We began the project with process mapping sessions with key subject matter experts. In these sessions, we identified and mapped every process to be covered in the desk files.
- Documentation review: Following an in-depth analysis of existing and related documentation, we created the structure for the new desk files and a topic-based outline in the Information Mapping® format.
- Subject matter expert interviews: During the detailed documentation development, we worked closely with a team of licensing and certification experts to ensure the content was comprehensive and accurate. Regular meetings and review sessions saw the desk files develop rapidly.
The client and staff were thoroughly pleased with the Information Mapping® design of the desk files, and staff were keen to be trained in the method. The topic-based format of the documentation also made ongoing updating and maintenance easy, allowing the client to address gaps identified in the process mapping sessions as the new database was deployed and details were finalised.