Improving documentation for a public sector software provider required more than short-term fixes. It called for a long-term strategy, skilled support, and a commitment to quality. In 2009, the client’s documentation team faced missed deadlines and inconsistent deliverables. Staff struggled to manage the workload, and customers were frustrated by delays. ProEdit stepped in to stabilize operations and set the team up for lasting success.
The problem
Challenges facing the team
At the start, the documentation department lacked the structure to deliver consistent, high-quality work. Deadlines slipped regularly, and the output varied from one project to another. These issues created frustration for clients and internal stakeholders alike. Furthermore, the team had no clear processes for managing workloads or maintaining quality control.
Need for guidance and stability
The department required more than temporary fixes. They needed clear leadership, modernized workflows, and renewed energy. Without these changes, missed deadlines and inconsistent quality would continue. Therefore, the organization turned to ProEdit for both immediate stabilization and a sustainable long-term plan.
Our solution
Strengthening the team
ProEdit began with a deep dive into existing processes. Rather than replacing staff, we focused on retraining them in industry best practices. To reinforce the team, we added experienced local contractors. This blended model offered the benefits of both continuity and fresh expertise, enabling the department to handle workloads more effectively.
Managing for results
For eight months, ProEdit directly managed the documentation department. During this time, we implemented new workflows, improved productivity, and increased visibility into the team’s work. As confidence grew internally, we began the search for a permanent leader. Ultimately, we recruited and placed a full-time documentation manager, who continues to lead the team successfully today.
The results
Sustained quality improvements
Following the initial engagement, ProEdit maintained an ongoing partnership with the client. We continue to edit all technical manuals and online content. In addition, we developed and maintain an editing scorecard to track quality improvements over time. This tool ensures the team’s work remains consistent and measurable.
Long-term impact
Improving documentation for a public sector software provider was more than a one-time project. It laid the groundwork for a high-performing department. Today, the team enjoys nearly 100% retention. Output has never been stronger, client satisfaction is high, and morale remains strong.
Key takeaways
- Focused on retraining and supporting existing staff instead of replacing them.
- Added experienced editors to stabilize and strengthen the team.
- Managed the department for eight months before recruiting a permanent leader.
- Continue to edit and score technical documents for quality assurance.
- Achieved significant improvements in both team retention and documentation output.
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