42% of applications were incomplete at first review, creating rework and uncertainty.
Independent business analysis case study · Project 04
Municipal Housing Service Transformation
Improving housing-support intake, case handling and service visibility.
Case overview
From service problem to pilot decision
Connected people, process, rules, data and service evidence.
Guided intake, governed rules and visible case progress.
Validate the operating model through a controlled pilot.
Seven project phases
Explore the complete case study
- 01Business caseScenario, scope, baseline and decision question.View
- 02StakeholdersStakeholder map, discovery plan and RACI.View
- 03Process redesignBPMN logic, pain points and future-state flow.View
- 04RequirementsNeeds, controls, stories and acceptance criteria.View
- 05Data & automationOperational data, analytical model and controls.View
- 06KPIs & Power BIActual six-page report, KPI framework and PDF.View
- 07ValidationUAT evidence, pilot gates and delivery plan.View
My contribution
Omid Ganji · Independent BA portfolio. This case study brings together problem framing, simulated discovery, process modelling, requirements, synthetic data analysis, Power BI reporting and validation evidence. The website and sample intake journey demonstrate the proposed design; operational rollout and service improvements remain pilot proposals.
This is an independent portfolio exercise using fictional scenarios, simulated discovery and synthetic data. It is not affiliated with the City of Toronto or any municipality and does not claim real-world implementation outcomes.