The Office of the Attorney General engaged the Capstone Strategy Group (CSG) to perform a work assessment and business process review to identify strengths, weaknesses, risks and opportunities pertaining to the management of charitable organization and fundraising professionals. The goal was to develop an implementation plan to improve and streamline the registration and annual filing review functions that increase their regulatory and compliance demands and external stakeholder needs.

Using its BTI framework, CSG worked with key stakeholders through workshops, seminars and observations to understand the current state, identify existing gaps, define future state processes including the “to be” customer experience. Within 3 months, the CSG team was able to deliver a set of recommendations that met the customers’ needs and provided a framework to better meet the regulatory and compliance demands.