Turning a scattered agency's institutional knowledge into a system the whole company could use.

The Situation

A large, multi-location agency — grown in part through acquisition — had accumulated years of institutional knowledge with no consistent home for it. Client context, delivery processes, and technical know-how were spread across email threads, individual drives, and the memory of whichever account lead or specialist happened to handle a given piece of work. New hires and contractors took too long to become productive, and senior staff were fielding the same questions repeatedly instead of doing the work only they could do.

What Glymr Did

Glymr started by mapping the agency's data and knowledge landscape — approximately 300 internal and external systems and the flow of data between them — which surfaced critical dependencies, shadow IT the agency didn't know it was running, and redundant systems that could be safely eliminated. From there, Glymr helped establish an internal Knowledge Council to keep the agency's various knowledge-related initiatives aligned, then designed and built a structured, company-wide knowledge base with clear ownership and governance.

Alongside the knowledge base, Glymr mapped 26 business processes across a key department through 29 stakeholder interviews spanning the organization, producing 15 visual process flowcharts with conditional logic and 11 further recommendations for reducing cross-departmental friction, project delays, and budget overages. Glymr also developed an internal AI prompt library to help the agency's employees adopt AI tools more effectively.

What Glymr Delivered

• A structured, company-wide knowledge base with defined ownership and governance
• A Data Landscape Map covering roughly 300 systems and their dependencies
• An internal Knowledge Council to keep parallel knowledge initiatives aligned
• 26 documented business processes, mapped into 15 visual flowcharts with 11 recommendations to reduce cross-departmental friction, delays, and budget overages
• A functional map of the business with a named point of contact for each key function
• Nine narrated walkthrough videos built from the Data Landscape Map for training and onboarding
• An internal AI prompt library to accelerate safe, consistent AI adoption

Result

Onboarding time was cut by nearly half, and senior staff recovered hours per week that had previously gone to answering repeated questions. Adoption of the new knowledge base significantly exceeded typical industry benchmarks.

Related Reading

This engagement combined Knowledge Management Programs, Process Mapping, and Data Landscape Mapping into one coordinated program rather than three separate projects.