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APG partnered with the Business Optimization department at one of the nation’s largest membership associations to support the assessment and future state design of the customer services function. For several months, APG worked directly with client leadership to assess the current operating model vs. a desired future state, performed a detailed assessment of technology assets and supported the development of an enhanced oversight model for co-branded products. Major activities and deliverables included:

  • Facilitation of internal visioning sessions
  • Identification of operational gaps vs. desired future state performance
  • Functional and organizational design
  • Mission and Vision alignment
  • Evaluation of technology platforms, vendors and current utilization to determine Total Cost of Ownership (TCO) and Return on Investment (ROI)
  • Development of a new oversight model to align to strategic intent reflecting situational analysis, risk assessment and deployment of tools & capabilities

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