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Nintex > Case Studies > WISE Employment Enhances Process Management with Nintex Promapp®

WISE Employment Enhances Process Management with Nintex Promapp®

Technology Category

Analytics & Modeling - Process Analytics
Drones - Drone Flight & Navigation Software

Applicable Industries

Education
Marine & Shipping

Applicable Functions

Maintenance
Product Research & Development

Use Cases

Personnel Tracking & Monitoring
Process Control & Optimization

Services

Training

The Challenge

WISE Employment, a not-for-profit employment services provider in Australia, was grappling with outdated, non-standardized process management and minimal continuous improvement. The organization was experiencing significant growth due to changes in government rules around Disability Employment Services (DES), which allowed job seekers to choose their provider. However, this growth highlighted the need for a more efficient and consistent approach to process management. WISE's processes were documented in a mix of Microsoft Word, Excel, and Visio, leading to inconsistencies, errors, inefficiencies, and duplication of work. Many of these processes were out of date, mapped in non-standard formats, and stored in various locations, with no specific individual responsible for them. This lack of centralized process management led to inconsistent customer experiences and hindered continuous improvement.

About The Customer

WISE Employment is a not-for-profit employment services provider based in Australia. Founded in 1992, the organization has grown from two people to a team of almost 1,000 employees. WISE Employment's mission is to empower people to enrich the community, and its ultimate goal is to help the most disadvantaged achieve long-term and sustainable employment. Each year, WISE helps more than 34,000 people across Australia through their Disability Employment Services and jobactive programs to find sustainable employment. In addition to supporting job seekers, WISE also runs a growing Social Enterprise that provides work for people with a disability through commercial cleaning services and grounds maintenance.

The Solution

WISE Employment turned to Nintex Promapp® to document its processes and establish a culture of continuous improvement. The organization set four key goals for its Nintex Promapp strategy: creating a culture of continuous improvement, placing the customer at the heart of their thinking, providing staff with process clarity and consistency, and quickly onboarding new staff. Nintex Promapp’s easy-to-use navigation allowed WISE employees to map and provide feedback on processes with minimal training. The navigation was personalized by roles, so staff only saw the processes relevant to them. Once mapped, WISE could apply value stream mapping and customer-centered design principles to improve the efficiency and effectiveness of their processes. Nintex Promapp also facilitated staff collaboration on processes and continuous improvement by providing a platform for feedback.

Operational Impact

Since implementing Nintex Promapp a year ago, WISE has mapped 100 processes and made significant strides in continuous improvement. The organization took a pilot approach to map processes and then apply improvement principles. One of the first processes tackled was the Disability Employment Services (DES) wage subsidy process. WISE brought together all the key stakeholders of the DES wage subsidy process to evaluate the current process. They analyzed customer touchpoints, explored ways of making the process easier for the customer and employees, found areas of waste to eliminate, and opportunities for improvement to pursue. The updated process is more effective and less complicated for the job seekers and employers WISE works with, as well as its employees – and the process continues to be improved based on employee feedback. The implementation of Nintex Promapp has contributed to a significant ROI, with WISE experiencing substantial growth.

Quantitative Benefit