Information Technology Services

The Vendor is required to provide information technology for professional advisory services to plan, execute, analyze, and report on a process mining proof of value initiative for one end-to-end business process related to customer service requests.
- Tasks:
1. Preparation
•    Support identification of required data sources and data elements
•    Assist with data extraction planning, it security, and data privacy approvals
•    Document data requests and extraction assumptions
2. Data modeling and validation
•    Build a process data model representing the end-to-end customer service request intake and assignment process
•    Clean, validate, and analyze extracted data
•    Document observations related to data quality and process structure
3. Analysis and insight development
•    Conduct process mining analysis to identify patterns, bottlenecks, rework, and SLA performance
•    Develop visual dashboards that surface macro-level KPIs and insights
•    Perform focused deep-dive analysis on selected service request types
•    Identify optimization opportunities and potential benefits
4. Reporting and knowledge transfer
•    Prepare a findings report summarizing insights, opportunities, and recommended next steps
•    Present results to city stakeholders
•    Support knowledge transfer through review and validation sessions.