Transforming a government agency’s operational processes and procedures was part of a larger initiative to register land records with Land Information New Zealand.
The agency needed to align the way each of its district offices processed land applications and registrations. It had to capture existing knowledge and agree on best practices. The aim was for staff in all districts to operate consistently and be able to access up-to-date information on processes, procedures and legislation.
The existing source material was a collection of manuals, documents and forms that contained useful information but were out of date and difficult to use. Staff would ask for help verbally rather than search for the information in the manuals. They also found it difficult to train new staff due to the lack of current training material.
Tactics analysed the source material and designed the information architecture for an integrated online manual. We facilitated a series of process mapping sessions with representatives from each of the district offices. In these sessions, we defined the overarching business processes that formed the framework for the online manual.
We used a joint development approach to reduce project cost, upskill the agency’s team and create ownership. We provided training in our Structured Writing method, which enabled everyone to work together, creating consistent policies and procedures.
The new online operations manual is easy to use and provides up-to-date information on processes, procedures and legislation, and to forms and training material. It links to the agency’s information system, speeding up processing time. The manual was extremely well received by the agency’s staff.