Process Improvement

Does your organization experience any of these challenges? 

  • Long wait times for approvals, information, products or services 
  • Survey results that show dissatisfaction with output and service expectations
  • Backlog of work

The N.C. Department of Information Technology’s Process Improvement team can help you resolve these types of issues and many more by proactively eliminating waste and improving overall performance.

Research shows that 60% of processes are made up of non-value-added activities. You can make significant processes improvements to achieve faster, better and more efficient ways of delivering products, services and support to customers and employees. 

Request Process Improvement

Getting Help

Support Get Process Improvement Help
Support Hours 8 a.m. to 5 p.m. weekdays
Tab/Accordion Items


The Process Improvement team:

  • Collaborates with agencies of all sizes and support process improvement initiatives of any duration
  • Conducts process improvement initiatives that assist an individual state agency or multiple agencies
  • Improves business processes identified as priorities in the strategic planning cycle by partnering with leadership and process owners
  • Identifies opportunities to standardize processes to reduce duplication and improve performance
  • Provides a tailored approach to agencies' needs following the best practices of Lean Six Sigma and the DMAIC framework (Define, Measure, Analyze, Improve and Control). These include:
    • Developing a business case 
    • Identifying a supportive sponsor
    • Assigning a team of subject matter experts and process leaders to carry out the project
    • Analyzing processes and quantify the root causes of problems
    • Systematically removing eight kinds of waste that cause downtime: defects, overproduction, waiting, non-utilized talent, transportation, inventory, motion and extra processing
  • Trains, coaches and mentors subject matter experts and leaders in Lean Six Sigma principles to create a culture of continuous improvement
  • Works with business teams to create and sustain Lean Management systems to improve overall delivery and meet strategic goals


  • Improved customer experience and satisfaction
  • Reduced rework 
  • Higher quality work
  • Increased efficiency and decreased costs
  • Reduced or eliminated problems due to DMAIC's close alignment with the IT project phases (concept, initiation, planning and beyond)
  • Faster delivery 
  • Improvement of agency processes prior to automating them 
  • Increased process transparency
  • Implementation of a continuous improvement culture through training and mentoring

Request Process

To request this service, or for more information, contact the Process Improvement team at


Approval is required from a manager or process owner, depending upon your agency's requirements

Requirements & Customer Responsibility

Required NCDIT Services None
Other Technical Requirements & Prerequisites


Customer Responsibility
  • Involve a sponsor with organizational authority over the impacted processes and services.
  • There must be a clear problem statement.
  • The project must be aligned to an agency’s strategic goal. 
  • A measurable goal must be identified.

Expected Delivery

Acknowledgment Time The service team should acknowledge a service request within about 3 business days.
Turnaround Time

Turnaround time varies, depending on the complexity of the project and established project plan.


Suggested For State agencies
Required For None
Spotlight Customers
  • N.C. Department of Environmental Quality
  • N.C. Board of Elections
  • N.C. Department of Information Technology

Support Process For service support, contact the Process Improvement team at
Service Support Hours Support for the service is available 8 a.m. to 5 p.m. weekdays, excluding state holidays.
Service Availability
  • The service is available during normal business hours. 
  • Any support request can receive an allocation of staff resources if capacity is available, and customer responsibility requirements have been met. 
Standard Maintenance Windows Not applicable
Service Communications The agency's process owner or manager for this service will support communications to the agency's users of the service.
Service Level Agreements Not applicable

There is no cost to the agency for this service.