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Satori orchestrates change; we deliver insight, add clarity and align business objectives to yield results. We go beyond the obvious and search for innovative solutions, working side-by-side with our clients to implement them.

Designing a regulatory operations model

We helped our client better fulfill its regulatory mission by improving operations and instituting a proactive, priority-focused, and risk-based approach.

The Situation
The largest office of a federal regulator, responsible for protecting the public health by monitoring goods imported into the United States, needed to develop an operations model that was more efficient, effective, and uniform. The agency was under growing pressure and strain from an increasingly global and complex supply chain. Limitations related to resources, enforcement rights, and operational flexibility hampered the regulator's ability to keep up with industry demands and to effectively fulfill its public health mission. Furthermore, a series of high-profile incidents had resulted in scrutiny from key government stakeholders and from the public at large.

The Satori Solution
To evaluate the agency's current operating model, we led a review of existing internal work products, as well as key documents in the public domain. We also conducted over 150 interviews with internal and external stakeholders and presented these findings to the core client team. We led a structured exercise that identified priority issues and themes and facilitated a series of discussions that helped the client develop a set of guiding principles, design criteria, and a mission statement. Finally, we collaborated with the core team to develop a high-level operations model and accompanying descriptions, key characteristics, and high-level process flows for each activity.

The Results
The engagement resulted in a concrete and practical operations model that was aligned with the goals of the regulatory commissioner, addressed prevailing issues, and created a structure that allowed for flexibility and growth. The client further engaged Satori to assist with implementing and socializing the new model across the organization and its key stakeholders.