Improve internal processes
Client: United Nations Development Programme Somalia
Team: Mariana Monteiro, Gazbia Sorour, Maria Garreaud, Alison Blake and Shikha Kanakia
UNDP's mission is "to eradicate poverty while protecting the planet. We help countries develop strong policies, skills, partnerships and institutions so they can sustain their progress". UNDP country office staff are the main drivers behind positive change within communities. However, often the operational processes are slow, unclear or inefficient and therefore hinder the delivery of services to the public.
Changing ways of working and processes can be a challenge especially when employees have been adapting to such methods of operating for so long. Small changes can be made internally, directly within the country office, to make day-to-day tasks within and across departments much easier and smoother. The goal of this initiative was for UNDP staff to identify which processes could be better facilitated, managed and improved internally, how to make them more efficient based on staff's day to day experiences and making them part of the change.
This project presented many challenges, not only because of the cultural differences but also because we were working remotely. Therefore, we had to be smart in our ways of working, stakeholder alignment, methodologies and tools.
First, it was conducted a survey in order to understand the most painful process withing the UNDP Somalia. We then clustered the insights by the different processes mentioned but we then realized that in fact there were similarities between types of pain points mentioned across departments, which led us to cluster the insights into two main themes: efficiency and culture.
After identifying the most mentioned process and the pain points around bureaucracy, lack of transparency and openness, lack of accountability and problems in communication and knowledge sharing, we created an online mapping of that process to share with the staff and get further input.
“It takes too long to check if paperwork is correct - payments are constantly getting delayed.”
“We need to develop a calendar containing all information and then involve all in it”