Organizational Health

NYC Department of Small Business Services

Small Business First Initiative Design and Implementation

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

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