Sightline · Since 1993
You've invested in the projects. You've implemented the systems. So why does it feel like you're still falling behind?
Digital transformation requires more than implementing a system. That's why we look at the processes, people, data, and technology to design and implement solutions that deliver real results.
Digital transformation isn't a technology problem. It's a systemic one. Most engagements focus on the technology only to be undermined by archaic processes, complex reporting relationships, messy data, and governance gaps.
We start with your objectives, then look at how the processes, data, technology, and organizational structure and governance mechanisms work together to devise solutions that survive contact with organizational reality.
People, roles, and structures — who owns what, where authority actually lives, and what the org chart doesn't show you.
We trace the workflow and find the problems. Overprocessing, waiting, and handoff gaps between organizational units that don't show up on the flowchart.
What data is available, in what places, what it costs to move it around, its quality — and whether the reports you're reading are telling the right story in the right way.
We examine your ecosystem, consult your stakeholders, then craft digital strategy that yields results — not just a pretty PowerPoint deck.
Most organizations know their symptoms — the delayed decisions, the rising costs, the engagement that keeps sliding. What they can't see is where those symptoms originate, which leads to misdiagnosis and subsequent failed implementation.
Working across people, process, information, and technology enables us to unearth root cause. Get that right, then the design and implementation follow.
Every engagement ends with something measurable. Not a deck of recommendations, but a change you can see.
A Canadian public college. Average time to a decision: 108 days. Frustrated students, steep increase in student calls, emails, complaints and escalations, burned out staff.
It looked like an application assessment problem. It wasn't.
It was an application submission problem.
Analysis revealed that international students were using an application submission platform designed for domestic students, and couldn't submit their required documentation. As a result, staff in the Student Service Centre - not Admissions - were required to go back and forth with students (for weeks) to assemble complete and correct supporting documentation.
We implemented an admission system tailored to international student requirements, and that wouldn't permit application submission until all documents were complete and accurate.
As a result, we reduced processing time by 103 days and eliminated approximately one-third of inbound email to the student service centre..
The Student Service Centre was overwhelmed with phone calls, emails, and drop in service requests. Ask us how we reduced inbound calls by 40K and inbound email by 220K per year and lifted Student NPS by 37 points...without implementing a new platform.
The Safe Disclosure Office needed a case management solution. We wondered who else might need something similar. Ask how we implemented a solution that is used by service delivery teams across the college.
A marketing team approached us to develop an RFP for a new web CMS. We said why don't we start with a business case? It turns out that you can get a lot more value for about the same amount of money when you look closely. Ask us what we did.
A 45-minute conversation to understand your situation. No pitch, no proposal — just a focused look at what's working, what isn't, and where to start.