The Challenge
The Draper Approach
Results Realized
The Challenge
The Georgia Real Estate Commission engaged Draper & Associates to review and evaluate the communication processes and delivery systems used to conduct business with Real Estate and Appraisal licensees, approved schools, and the citizens of Georgia . GREC was seeking a qualified, objective analysis with recommendations on areas for improvement related to operational efficiency of the communications services and systems to provide maximum benefit to both licensees and the public.
For each of the past five years, the Real Estate and Appraiser licensee population in the State of Georgia experienced an unprecedented 10% annual increase. This continued growth strained the staffing resources and the systems to respond accurately and timely to constituents. The Information Services Division of GREC has responsibility for processing 228,000 licensee applications and responding to over 118,000 telephone calls annually.
Initially, Draper began with detailed and interrelated data gathering and fact-finding activities covering all aspects of organization, operational and managerial systems, reporting, and processes. In addition to reviewing management reports, organization charts, job descriptions, and procedures manuals, Draper & Associates conducted structured interviews GREC managers, staff and key stake holders in the Real Estate and Appraiser community.
Preliminary findings were produced in relation to each of the following parameters:
- Mission and Scope of Responsibility
- Organizational Structure
- Operational and Cost Effectiveness
- Compliance
- Management Effectiveness
The review resulted with conclusions defining the current state of communications and a list of 22 recommended courses of actions. 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.
Following the initial assessment, the Georgia Real Estate Commission (GREC) engaged Draper & Associates to provide project management and implementation support to design and implement a customer-centric telephone system.
While development of a customer-centric phone system significantly improved the services the Commission provides to its constituents, the strategic goal of improving the quality and efficiency of communications was to create an environment in which the website became the primary source of information for real estate, appraiser, and general public stakeholders. To help achieve this goal, Draper & Associates was engaged to redesign the GREC website. The Draper Approach
The GREC website is an integral communication system that must work seamlessly with other systems including the telephone. Previously, relevant information was located in disparate menus making it difficult to locate and minimizing it usefulness. Draper & Associates project managed the resources to redesign the website organizational structure to align with the customer focused telephone system.
Results Realized
With the new format, information is located in multiple locations based on its relevancy to the topic. The redesigned website is an intuitive and instinctive tool that allows visitors to locate information and resolve many of their questions in a self-sufficient process.
The redesign of the website was consistent with the approach taken with the redesign of the telephone system. There is now a "consistent" look and feel, use of terminology, and a logical, customer-oriented navigation scheme. This redesigned website helps promote the "Brand" of the Commission and provides a website that is logical and simple to navigate by the users.
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