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The Challenge
The Draper Approach
Results Realized
The Challenge
The Georgia Real Estate Commission administers the license law regulating the accrediting of Real Estate brokers, salespersons, and community association managers in the State of Georgia . In addition, the Real Estate Commission provides staff support to the Georgia Real Estate Appraisers Board.
The licensee population in Georgia experienced unprecedented growth, and the Commission was concerned with determining the most effective and efficient way to utilize resources while improving the communications structure and maintaining a high level of service. The Information Services section annually processes over 228,000 licensee applications and responded to over 118,000 telephone calls from licensees.
The Georgia Real Estate Commission engaged Draper & Associates to evaluate the current communications structure, equipment, staffing capabilities, training and needs to determine the most efficient/effective way to improve communication with licensees and the general public.
The Draper Approach
The Study entailed a review and evaluation of the functional organizational structure, operating systems, operational processes, and management practices that support the Communication with the Real Estate and Appraiser Licensee population in the State of Georgia. As such, it included evaluating the following:
- The processes that extend between GREC and the constituents it serves.
- The effectiveness of the organizational structure, including: division of job responsibilities, communication between and among staff, and internal and external reporting requirements.
- The effectiveness of the systems used to facilitate communications including: the telephone system, IVR functionality, ACD functionality, Website, hard copy correspondence and electronic interaction.
- GREC management and reporting procedures.
- Flow-charting the key interactions of GREC Information Services.
- The reporting capabilities and its ability to evaluate trends, patterns, and effectiveness in responding to constituents' informational needs.
These and other tasks were addressed through an engagement that Draper & Associates crafted specifically for this Study. It included the use of a proven analytical methodology designed to provide for the careful consideration of all aspects of the activities, functions, processes, and/or outcomes involved in a given operation.
In February 2006, Draper & Associates began the process of evaluating the information collected and identifying opportunities for performance improvements. In addition to analyzing data collected, Draper consultants conducted a series of due diligence interviews of internal staff and with external stakeholders.
With an aggressive timeline - only two weeks to complete a communications analysis - there were a series of initial activities undertaken prior to the start of the project. This included conducting a kick off meeting to review and discuss the scope and the schedule of the project. Additionally, key documents were requested including the management and operational reports, organization charts, along with job descriptions, and procedures manuals.
Results Realized
As a result of the analysis, Draper reached and documented a set of conclusions defining the current state of communications within the GREC from which they developed a list of twenty-two specific recommendations and alternative courses of action. These conclusions and alternatives were developed with the input and support of GREC staff and selected constituents considered industry subject matter experts, working in conjunction with our Consulting Team.
Generally, the perception of the Real Estate Commission is positive; the Commission maintains a strong working relationship with the population that it serves. However, there were several areas for improvement drawn from the analysis including telephone service levels and current operational business processes to support the call volume. The Commission was experiencing extremely long wait times, high abandonment of calls, and confusing telephone options.
As a result of the satisfaction with the Communications Analysis, the Georgia Real Estate Commission has further engaged Draper & Associates to assist with the design and implementation of a new customer-centric telephone system in addition to managing the redesign of the Commissions website.
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