Category | Current Situation | Future Situation |
|---|
Customer Expectation | - What does the customer need to do to accomplish their goals?
- Where does the customer interface with the process?
- What level of control does the customer have over the process? (i.e. what can they do for themselves?)
- What current feedback do you have from your customers?
| - What level of self-service control should the customer have?
- What would be a “perfect” customer experience?
|
Process Efficiency | - How does work currently move through this process?
- Where are there bottlenecks in the process?
- What are your frustrations in the current process?
| - What steps would you like to see simplified/removed?
|
Information Scope/Capacity | - Where else is this information also used?
- In what detail is the information currently maintained?
- What reporting capabilities on this information do you use?
| - How much detail would you like on this information?
- What kind of reporting would you like in the future?
|
Regulatory Issues | - What are the current regulatory issues (environmental, tax, political, federal, state, and local)?
| - What future regulatory issues are you aware of (environmental, tax, political, federal, state, and local)?
|
Interdepartmental Data/Process Ownership Concerns | - What department is currently maintaining the data needed for this system?
- Where does this process interface with other departments?
- What data do you currently have access to for this process?
- How do you access the data for this process?
| - Where will this data be maintained in the future?
- Will you be consuming data from, maintaining existing data with or generating new data for another department?
- Which departments will you interface with for this process?
| Process Efficiency | - How does work currently move through this process?
- Where are there bottlenecks in the process?
- What are your frustrations in the current process?
| - What steps would you like to see simplified/removed?
| Information Scope/Capacity | - Where else is this information also used?
- In what detail is the information currently maintained?
- What reporting capabilities on this information do you use?
| - How much detail would you like on this information?
- What kind of reporting would you like in the future?
|
