Facilities process improvement in Hamilton County

Hamilton County’s Facilities Department maintained strong technical expertise and customer relationships. However, leadership recognized process bottlenecks and succession risks. Paper-based processes for purchasing and invoice approvals were inefficient, and impending retirements carried the risk of institutional knowledge loss. 

We assessed the Department to improve organizational efficiency, asset management capacity, and customer service performance. We included staff and customer interviews, process mapping of the purchasing workflow, review of asset management practices, and evaluation of capital project tracking systems. We identified inconsistent capital project management controls and gaps in ownership of building security and access systems. 

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The result was a structured improvement roadmap that enhanced efficiency while preserving the Department’s strong service culture. Key recommendations included: 

• Digitizing and streamlining purchasing workflows and invoice approvals 

• Clarifying ownership of building security systems and improving contract management for janitorial services 

• Modernizing capital project tracking tools and strengthening analytical capacity for asset management planning 

• Implementing succession planning for key leadership roles