Phase 1: Capacity Building

In Phase 1 of the Agency Transformation process, your agency begins to grow its capabilities (what you can do) and its capacity (how quickly or how often you can do those things).

These start with pulling together the raw materials needed to understand the issues your agency faces: where are the bottlenecks and process or performance weaknesses?

During the Capacity Building phase, we work with your agency to develop clear and compelling objectives for your transformation. We also build out a project plan, schedule, and cost estimate.

How it looks: Advancing technology, growing case complexity, and the need for a cybersecurity response have changed the needs at your agency, leading you to consider our Agency Transformation service. We work with your agency to identify goals and craft a plan to meet those goals.

Phase 3: Customer Service Standard

With well-defined processes established, it’s time to bring your public-facing services online. Your customers expect the ability to interact online, and GL Suite supports this transition with modern, public-facing websites and portals.

Agencies that have completed Phase 3 reduce paper reliance and manual “busy work,” balancing out staff load: by giving the constituent or licensee a self-service portal, your agency can automatically feed data directly into GL Suite and associated systems.

How it looks: Here we add a host of customer-centric online capabilities for the agency, including online renewals, verification sites, and a licensure verification portal.

Phase 5: Model Agency

After Phase 4, your agency is functioning better than seemed possible at the start of the Agency Transformation journey. But you haven’t yet reached a state of continuous improvement. Now it’s time to become a Model Agency—an agency that others can reference as they pursue their own modernization efforts.

Here your agency adds tools that can measure performance, identify and resolve process exceptions, and demonstrate value to stakeholders.

Agencies using GL Suite can add this analytics layer to the platform they built over the previous phases, giving them automatic data collection and insights. Other advanced functions like batch processing come online and continue improving during this phase.

How it looks: With a truly integrated system and seamless digital-first workflows in place, your agency implements GL Suite’s analytics layer, gaining real-time insights that power continuous improvement. In time, you become a model for other agencies to emulate.