Challenge

APS knew its project and work management processes were fragmented and outdated, but lacked a fact-based view of how work actually flowed across departments. Siloed operations, inconsistent handoffs, and stale documentation created risk—especially ahead of potential platform upgrades or system replacements.

What Veracity Did

Veracity led a comprehensive, execution-focused business process mapping effort:

• Conducted 1:1 interviews across Engineering, Environmental, Finance, Operations, and HR

• Built detailed swimlane maps reflecting real-world workflows and decision points

• Facilitated cross-functional workshops to validate processes and align stakeholders

• Identified downstream impacts across asset management, capital planning, and compliance

Results

• Identified 275+ operational pain points across core workflows

• Revealed documentation gaps, including ~80% of procedures past review cycles

• Clarified role ownership, training needs, and compliance risks

• Delivered a prioritized roadmap for process and system improvements

Why It Matters

Successful delivery starts with understanding how work actually happens. This engagement gave APS the operational clarity needed to reduce risk, focus investment, and move into modernization with confidence.