PROJECT: Updating of Business Rules
CUSTOMER: Tampa Hillsborough County Expressway Authority
The Milligan team conducted a thorough analysis and updating of THEA’s back office business rules. The project identified areas of cost savings, potential efficiencies, and overall improvement. It included a review of the centralized customer service system deliverables and the development of a technical memorandum.
TASKS PERFORMED
Review of business rules
Creation of workflows
Change management
Gap analysis development
Business rules categorization
Role assignment
Policy and process mapping
Technology audit
The team reviewed the documentation from the perspective of the requirements, processes, technology, and operational impacts to THEA. They identified all aspects of the documents that had an impact on THEA’s business rules. They then highlighted these potential impacts, their alignment with change control processes, and the opportunities for improvement in operations, including developing a baseline, business process management model.
They also evaluated business process management solutions for automation and selected JIRA, which was already in use at THEA. Milligan developed the draft workflows, automation, related forms, and design documentation.
