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Fort Worth recognized for business transformation success

Posted Dec. 24, 2018

The City of Fort Worth received the 2018 WfMC Global Award for Excellence in Business Transformation.

Winners were selected by a global panel of judges, representing leading industry analysts and experts. Case study winners receive additional recognition by having their case studies published in the annual edition of BPM Excellence in Practice by Future Strategies Inc.

As one of the fastest-growing large cities, Fort Worth sought to undergo a major renovation of business systems and processes to help handle the influx of residents and businesses driving demand for city services. The goal was to eliminate as many labor-intensive and error-prone forms and processes as possible.

The digital transformation initiative included two portals, one for employee forms and one for use by residents. City staff re-engineered the processes to leverage technology in creative ways and to extend product functionality and workflow.

On the day the forms portals went live, more than 400 forms were available, resulting in a 30 percent increase in form usage. The resident forms portal saw increased user participation by 25 percent and a 30 percent cost reduction. Other benefits were increased customer engagement and satisfaction.

“The rigorous judging criteria involve not only technical achievement but also business impact and process innovation. This year’s winners represent the best of business transformation across the globe,” said Keith Swenson, WfMC chair and vice president of Fujitsu America.

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