The Task

The NYC Department of Small Business Services needed help launching and implementing Small Business First, a complex, 15-agency effort to streamline the way the City government interacts with small businesses.

Our Strategy

• Project managed over 30 cross-agency transformative initiatives, providing business greater access to services
• Collaborated closely with SBS to understand the needs of small businesses and the regulations governing them
• Worked across agencies to understand what success looks like for each initiative and determine how to track outcomes
• Designed new service models based on existing business-facing models, coupled with insights from customer experience and existing service data
• Developed easy-to-use project management tools to ensure SBS staff could manage the project when our engagement ended

Project Impact & Outcome

• Successful launch of 15 Small Business First initiatives, including the Small Business Support Center and Compliance Consultations – and a plan to launch the remaining initiatives
• City tracking of Small Business First’s impact on small business owners’ bottom lines through metrics