San Antonio Police Department–Website Design & Development

Overview

In collaboration with Firecat Studio as a HUB subcontractor, Kaeppel embarked on a pivotal project with the San Antonio Police Department (SAPD). Our core mission revolved around migrating the SAPD website from its previous domain, sanantonio.gov, to the more streamlined SA.gov. Additionally, we facilitated user-centric design workshops. The outcome of these sessions were tested prototypes, significantly reducing developmental friction.

Areas of Improvement

  1. Website Migration: The need was evident: transition the SAPD website to a new domain, offering the city’s residents a more straightforward and memorable access point.
  2. User Experience: While functional, there was room for the SAPD website to offer a more enriched user experience, making information retrieval more intuitive.
  3. Vendor Engagement Model: Beyond the immediate project, we aspired to transform our collaboration into a benchmark for future vendor interactions with the city of San Antonio.

Challenge

Website migration, especially for a city’s critical department, goes beyond mere content transfer. It’s about ensuring a smooth transition of all functionalities, maintaining uninterrupted public service. Simultaneously, optimizing user experience, given the diverse user base of a police department’s website, called for profound insights and understanding. Working harmoniously with the city’s ITSD team added layers of complexity, as we aimed to set an unparalleled standard for vendor engagement.

Solution

With a meticulous migration plan in place, we ensured a seamless transition of all components of the original website to SA.gov. Alongside, our alliance with Firecat Studio enriched the user-tested design workshops, culminating in prototypes that brilliantly countered developmental challenges. These prototypes were pivotal in producing a user-friendly final website. Our close-knit collaboration with the city’s ITSD team, facilitated in part by our partnership with Firecat Studio as a HUB subcontractor, was instrumental in not only meeting our project objectives but also in sculpting a vendor engagement paradigm that San Antonio could look upon with pride.

Trinity University–Digital Transformation

Overview

Kaeppel embarked on a comprehensive engagement with Trinity University, targeting both the digitization of their operations and a holistic IT transformation. Our dual mission was to rejuvenate the HR and Finance Department’s outdated systems while elevating the maturity of the entire IT system, paving the way for the seamless introduction of the Workday platform.

Areas of Improvement

  1. Legacy Systems & Process Gaps: The HR and Finance departments operated on legacy systems that, while functional, were not optimized for the modern needs of the university. Coupled with process inefficiencies, there was a clear need for digitization.
  2. ITIL Maturity & Potential Risks: An initial assessment of Trinity’s IT infrastructure revealed its maturity was not at par with the demands of the Workday platform. Without strategic enhancements, the transition risked challenges and potential disruptions.
  3. Data Quality, Efficiency & Practice Areas: Across both projects, a recurring theme was the need for better data quality and efficiency, and specific improvements in practice areas like security, asset management, and data reporting.

Challenge

Modernizing university operations and IT systems is a mammoth task. It was essential to ensure that the transition from legacy systems, especially in pivotal departments like HR and Finance, was smooth. Furthermore, enhancing the IT system’s maturity to prepare for the Workday platform introduction, without overhauls, added layers of complexity to our mission.

Solution

Our approach was two-pronged yet integrated:

  • Digitization: After thorough evaluations, we identified and bridged gaps in the HR and Finance department’s processes. By migrating to the Workday platform, we not only replaced the aging systems but ensured a quantum leap in data quality and efficiency. The outcome was staggering — procedures that took two weeks were now streamlined to just two clicks.

  • IT Transformation: Utilizing the ITIL framework as a guiding principle, we delved deep into Trinity’s IT ecosystem. Every facet, from security to asset management, was enhanced to progress Trinity to ITIL 3 maturity. Our role wasn’t just that of implementors; we provided leadership, ensuring a cohesive transformation aligned with Trinity’s vision.

The culmination of our endeavors resulted in increased labor savings, heightened customer satisfaction, and a university IT system primed for the future.

Erie Insurance–eDelivery Strategy

Overview

In a strategic engagement with Erie Insurance, our consultancy was appointed to craft and delineate the eDelivery Strategy for the digital distribution of insurance documents. Commencing with an in-depth understanding of current paradigms, our mandate extended to envisioning a future-state where digital delivery is seamlessly integrated into Erie Insurance’s offerings.

Areas of Strategic Focus

  • Digital Strategy Formulation: The primary objective was the conception of a robust eDelivery strategy, ensuring that digital distribution of insurance documents aligns with both technological capabilities and client expectations.

  • Operational Process Transition: As Erie Insurance transitions to eDelivery, redefining and mapping the ‘To-Be’ processes became pivotal to guarantee operational efficiency.

  • Technology & Architecture: Given the digital nature of the strategy, determining the target-state architecture was imperative to ensure a scalable and resilient eDelivery system.

Challenge

The move towards eDelivery in the insurance sector is not just a technological shift, but a comprehensive transformation that touches upon customer expectations, operational processes, and system capabilities. Ensuring seamless integration while maintaining the integrity of sensitive insurance documents presented a nuanced set of challenges.

Strategic Approach

Our methodology integrated multiple tools and approaches, including Stakeholder Analysis to understand and align varied interests, ‘To-Be’ Process Mapping to envision the future operational landscape, Target-State Architecture to determine the technological blueprint, and Multi-Generational Planning to pace the transition effectively.

Impact & Outcome

Through our collaborative efforts, the eDelivery strategy for Erie Insurance has been meticulously crafted and adopted. With the strategy in place and a clear roadmap ahead, implementation is underway, promising a digital transformation that is set to redefine how Erie Insurance connects with its clientele.