Using Knowledge Management to Blueprint County Operations

Creating a Knowledge Management (KM) system that actually works is no small task, especially in a large, complex organization. Mecklenburg County’s story proves that with clear structure, practical tools, and defined ownership, KM can transform how work gets done.

In this session, you’ll hear how the County’s Business Process Management (BPM) team built a sustainable KM program that turned scattered documentation into a living system for process improvement. The team standardized process mapping, established governance and maintenance models, and designed a user-friendly interface using Microsoft SharePoint, PowerApps, and Power Automate. The result is a flexible, low-code platform that improves access, accountability, and collaboration across departments.

You’ll learn how Mecklenburg County:

• Defined consistent process documentation standards
• Built governance and ownership models for long-term success
• Leveraged Microsoft tools to automate and simplify KM workflows
• Overcame real-world challenges like buy-in, tool fatigue, and time constraints

The initiative now supports more than 160 documented processes across 14 departments with over 60 process owners. It has improved transparency, reduced duplication, and strengthened communication between teams. Participants will leave with proven strategies, lessons learned, and a clear roadmap for building a KM system that lasts.