Case StudyOperations modernization

EPIC operations modernization

Modernized legacy, paper-heavy operations with practical automation and self-service systems.

Paper-heavy workflows shifted into self-service systems

Role

Operations modernization lead

Team context

Cross-functional enterprise modernization work spanning operations, support, and internal enablement stakeholders.

Responsibility scope

Redesigned high-friction operational workflows around self-service and governance patterns.
Structured the SharePoint information architecture and support-routing experience.
Introduced targeted automation where manual approval and request handling created repeated drag.

Stakeholders

Decision points

Centralize onboarding and request routing around one employee-facing hub.
Move critical content away from VPN-dependent shared drives to improve access.
Target repetitive friction points with automation instead of adding broad tool sprawl.

Problem and constraints

Reduce operational friction caused by redundant paper-heavy workflows and fragmented internal request handling.

Architecture approach

SharePoint-led governance and information architecture used as a central operating system.
Centralized Concord Hub for onboarding resources, request routing, SOPs, and support links.
Targeted internal automation for print workflows, equipment checkout, and request approvals.

Outcomes

Improved turnaround time by replacing repetitive manual steps with self-service flows.
Increased reliability and remote accessibility by shifting away from VPN-dependent shared drives.
Improved support readiness through internal chatbot QA and employee-facing Copilot Studio agents.

Next iteration

Expand measurable operational KPIs to better quantify workflow cycle-time and support-load changes.