Inspection Request Portal

0 + Years

In Electric Utility Service

Employees

Customers

Needed improvements for processes and technology to help support approximately 200 External Partners (e.g., cities, counties, tribes, and municipalities) with inspection requests in a more efficient manner
Eliminate manual tasks and implement technical automation (where possible)
Move away from an email-based operation
Establish standard policies, processes, and procedures to ensure consistency and quality assurance
Establish standard reporting and dashboards to track Service Level Agreements (SLA), Key Performance Indicators (KPI), operational metrics, and resource performance

Difficulty working with other departments, no standardization, and working in silos
Required information not provided up front leading to additional rework and delays
External partners turnover high resulting in departments spending too much time training resources
Getting people on board to use the information already in place has always been a challenge
Limited influence with External Partners to implement process improvements
Department personnel have been performing the same job for years and have reservations with potential changes

Implemented a centralized Inspection Request portal with standardized nomenclature, reporting, and automation
Applied Six Sigma disciplines to revamp existing processes to be more efficient and effective
Implemented a department-wide policy and governance framework to support operations and incorporate external partners with future process improvements
Centralized Portal provides the team with realtime tracking for all requests, operational reports, and automated notifications
Deployed Organizational Change Management practices to communicate and prepare the department for the new changes