Reducing handoffs and wait time

In the current process, requests are frequently handed off between level $1$ and level $2$ staff, causing significant delays

Minimizing the number of handoffs by enabling real$-$time tracking and alert $($notification$).$ When a resolution is ready, level $1$ staff are alerted immediately, reducing the wait time for fetching and dending the resolution to the client. This optimization of process reduces the fetch time to $8$ hours and sending time to $10$ minutes.

Activity Automation:

Currently, many tasks, including request registration, evaluation, and client feedback are performed manually, resultig in inefficiencies.

optimizing the process with activity automation allows implementation of an automated request intake system that captures and registers requests instantly, reducing the submission and registration time to $1$ minute. Automation of prioritization and categorization reduces evaluation time to $20$ minutes. Lastly, introducing self$-$service testing portals for clients. Decreasing testing time to $3$ hours and feedback time to $5$ minutes.

Split Responsibility

i$)$ Currently, level $1$ staff only handle simple issues and forward most complex requests to level $2$ staff, causing bottlenecks.

ii$)$ By optimizing the process with split responsibility, we can reduce the burden on level $2$ staff. Level $1$ staff to handle more complex issues by providing training, increasing capability. Hence, allowing larger portion of requests to be resolved by level $1$ staff, reducing the checking time to $18$ minutes and overall resolution development time to research and resolve an issue to $2$ hours and $30$ minutes

Create BPMN model for the alternative process $($to$-$be model$).$