The document contains information from a consulting firm about the status of process mapping efforts for an organization's end-to-end onboarding and agency services. It includes a legend showing the status of core process mapping, as well as samples of customer relationships where onboarding is and isn't involved. It also outlines findings from internal perception interviews, identifying technology, processes, and staff skill sets/training as key weaknesses, and notes a need to improve in meeting customer priorities like understanding needs and responsiveness.