In 2024, the Central Ohio Transit Authority (COTA) set out to modernize its operations, reduce complexity across business processes, and improve service performance for the communities it serves, The agency needed streamlined workflows, clear, visual documentation, and a centralized, easy-to-update hub for storing and managing documentation.
Steyer partnered with COTA to guide this effort, bringing together experts in process re-engineering, UX design, content strategy, and technical implementation. Our team used people-first strategies to create scalable, automation-ready solutions for COTA, laying the foundation for ongoing improvements across the organization.
Process Flowchart: We worked in-person with COTA stakeholders at every organizational level to map existing core processes, using Six Sigma/LEAN principles and decades of experience in thoughtful, effective change management to spot and re-design areas of inefficiency. The resulting charts are the basis for fresh SOPs.
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Read more about our approach on this project:
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