TXDOT–Modernization Program

Overview

In a strategic partnership with TXDOT, Kaeppel played a central role in the Modernization Program, an agency-wide initiative aimed at revamping and modernizing processes, tools, and technology. The core of our engagement was facilitating change management. We imparted training to over 400 agency executives, change leaders, and team members, and took the lead in the execution and oversight of 76 projects and programs.

Areas of Improvement

  1. Organizational Modernization: The agency recognized a need to modernize its operations, processes, and technological tools to be more agile, efficient, and responsive to stakeholder needs.

  2. Employee Training: Training was a key component, aiming to equip more than 400 agency executives and members with the skills and knowledge to navigate the transformation.

  3. Change Management: Given the scale of the initiative, there was a clear demand for effective change management strategies to ensure a smooth transition.

Challenge

Modernizing an entire agency is no minor feat. Beyond the obvious technological shifts, it requires a profound understanding of organizational dynamics, people management, and strategy execution. Balancing the trifecta of people, process, and technology was the central challenge. Ensuring that the change was embraced and incorporated at all levels—from executives to team members—was essential for the program’s success.

Solution

Utilizing a robust suite of tools including Project Management, Organizational Design, Performance Management, Workforce Planning, ADKAR Change Management, Portfolio Governance, Training Development, and Training Delivery, we orchestrated a change that would resonate agency-wide. Our approach ensured that each of the 76 projects and programs under the Modernization Program was executed with precision and aligned with the overarching agency vision.

Outcome

The results of our collaboration with TXDOT were transformative. The Modernization Program led to a complete agency metamorphosis. There was a marked increase in employee engagement, and the feedback from stakeholders reflected heightened satisfaction levels.

Wellsense–PMO Transformation

Overview

Our collaboration with WellSense was a strategic initiative aimed at enhancing their organizational capabilities. Central to this effort was the fortification of their Project Management Office (PMO). While WellSense had a strong foundation in healthcare services, the primary goal was to refine their project management practices, making them more robust and adaptive. Furthermore, by strengthening the enterprise planning procedures, we sought to foster an environment where projects could not only be initiated efficiently but also seen to successful completion.

Areas of Enhancement

Upon our initial engagement, several areas were identified that could benefit from fine-tuning. While WellSense maintained commendable project management activities, there was room to refine and improve these practices. A unified approach to enterprise planning was necessary to bring cohesion across various projects and departments. Enhancing the consistency of project launches would ensure that all new initiatives aligned with the company’s vision and goals. Lastly, by standardizing the methodologies used in project coordination and operation, we aimed to introduce predictability and reduce overheads in their processes.

Challenge

The task at hand was multifaceted. Not only did we need to bring about a holistic transformation of WellSense’s PMO, but we also had the challenge of integrating seamlessly with their existing framework. Augmenting their team to align with the new PMO standards was essential to ensure the continuous flow of operations. Moreover, introducing and successfully marketing a new product within a mere six-month window was a significant undertaking. This rapid deployment was not just about speed but ensuring that the product met the highest quality standards and resonated with the target audience.

Solution

Our approach was systematic and methodical. By introducing cohesive PMO standards, we could ensure that project coordination was streamlined, reducing friction between teams and departments. This set of standards became the backbone for all project-related activities at WellSense. To facilitate a seamless PMO transition, we collaborated closely with the WellSense team, sharing insights, and ensuring knowledge transfer. The power of the PMO tools we brought to the table, including project plans, risk management strategies, and benefits analysis, was evident in the results. One of our crowning achievements was the successful launch of a new product in just six months without any complaints. This launch was a testament to our rigorous processes and the dedication of the WellSense team. Finally, by optimizing various facets of their operations, we were able to deliver over $5 million in cost savings for WellSense.

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.

The City of San Antonio ITSD – Website Replatform User Studies & Survey Analysis

Overview

The City of San Antonio’s Information Technology Services Department (ITSD) sought to replatform their website to enhance user experience and performance. To achieve this, they required extensive user research and survey analysis. The City of San Antonio partnered with Kaeppel Consulting for this critical project.

 

The Challenge

  1. The City of San Antonio ITSD faced several challenges:

    • User Experience: Improving the overall user experience of the website.
    • Performance Metrics: Establishing key performance indicators (KPIs) and baselines for the existing site.
    • Comprehensive Analysis: Conducting thorough user research and survey analysis to inform the replatforming effort.

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

  1. User Research: Conducted extensive user task analysis and facilitated 1:1 interviews to gather insights.
  2. Survey Analysis: Analyzed survey data to identify user needs and preferences.
  3. KPI Establishment: Established KPIs and baselines for the existing site to measure performance improvements.

Results

Kaeppel Consulting’s efforts resulted in the successful replatforming of the City of San Antonio’s website, informed by extensive user research and survey analysis. The new platform enhanced user experience and performance, meeting the established KPIs.

Conclusion

Kaeppel Consulting’s expert user research and survey analysis enabled the City of San Antonio ITSD to successfully replatform their website. Our tailored approach ensured the new platform met user needs and improved overall performance.

The City of San Antonio Employee Experience – ITSD Front Door (IT Request Intake)

Overview

The City of San Antonio aimed to improve their IT request intake process through the ITSD Front Door initiative. To achieve this, they needed a comprehensive and executable solution that streamlined the intake process and enhanced user experience. The City of San Antonio partnered with Kaeppel Consulting for this project.

 

The Challenge

  1. The City of San Antonio faced several challenges:

    • Complex IT Requests: Managing a wide range of IT requests efficiently.
    • User Experience: Ensuring a user-friendly intake process for city employees.
    • Streamlined Process: Creating a streamlined process that reduced bottlenecks and improved efficiency.

Our Solution

Kaeppel Consulting provided a holistic solution that included:

  1. Design Sprint: Facilitated a design sprint to create an executable solution for the IT request intake process.
  2. Stakeholder Engagement: Conducted stakeholder interviews and workshops to gather insights and ensure alignment with project goals.
  3. Prototype Testing: Developed and tested prototypes to identify and prioritize requirements.

Results

Kaeppel Consulting’s efforts resulted in a tested prototype and prioritized requirements for the ITSD Front Door initiative. The streamlined process improved efficiency and enhanced the user experience for city employees making IT requests.

Conclusion

Kaeppel Consulting’s comprehensive approach enabled the City of San Antonio to improve their IT request intake process through the ITSD Front Door initiative. Our tailored solution ensured a streamlined and user-friendly process that met the city’s needs.

The City of San Antonio 311 – AI-Based Voice Response System

Overview

The City of San Antonio 311 service aimed to enhance its voice response system using artificial intelligence (AI). To ensure the system met user needs and functioned effectively, they required expert validation and testing. The City of San Antonio partnered with Kaeppel Consulting for this project.

The Challenge

  1. The City of San Antonio 311 service faced several challenges:

    • System Validation: Ensuring the AI-based voice response system functioned as intended.
    • User Testing: Recruiting and testing the system with a diverse group of users.
    • Continuous Improvement: Iterating on the system based on user feedback to enhance functionality.

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

  1. Stakeholder Interviews: Conducted interviews to gather insights and ensure the system aligned with user needs.
  2. User Recruitment and Testing: Recruited a diverse group of users to test the voice response system.
  3. Iterative Improvement: Used feedback from testing to make iterative improvements to the system.

Results

Kaeppel Consulting’s efforts resulted in the successful launch of an interactive AI-based voice response system that met user needs and functioned effectively. Continuous improvement based on user feedback ensured the system remained user-friendly and efficient.

Conclusion

Kaeppel Consulting’s expert validation and testing enabled the City of San Antonio 311 service to enhance its voice response system with AI. Our tailored approach ensured the system met user needs and functioned effectively.

The City of San Antonio Public Works – Community Studies & Digital Strategy

Overview

The City of San Antonio Public Works department needed to develop a comprehensive digital strategy that included community co-design sessions and future-proofing their digital tools. To achieve this, they required expert facilitation and strategic planning. The City of San Antonio partnered with Kaeppel Consulting for this initiative.

The Challenge

  1. The City of San Antonio Public Works department faced several challenges:

    • Community Engagement: Effectively engaging with the community to gather input and feedback.
    • Digital Strategy: Developing a forward-thinking digital strategy that would meet future needs.
    • Compliance: Ensuring that new tools and strategies complied with regulatory requirements.

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

  1. Community Co-Design Sessions: Facilitated interactive sessions to gather community input and foster collaboration.
  2. Digital Strategy Development: Created a robust digital strategy that incorporated community feedback and future-proofing measures.
  3. Compliance Analysis: Conducted competitive analysis and used tools like SiteImprove and Google Analytics to ensure compliance and optimize digital tools.

Results

Kaeppel Consulting’s efforts resulted in the successful development of an interactive GIS-based tool that complied with regulatory requirements and met community needs. The digital strategy provided a clear roadmap for future digital initiatives.

Conclusion

Kaeppel Consulting’s expert facilitation and strategic planning enabled the City of San Antonio Public Works department to develop a comprehensive digital strategy that engaged the community and ensured compliance. Our tailored approach helped future-proof their digital tools and strategies.

The City of San Antonio–Design.COSA Digital Standards & Guidelines

Overview

The City of San Antonio’s Information Technology Services Department (ITSD) sought to establish digital standards and guidelines to enhance user experience (UX), user interface (UI), and accessibility across their digital platforms. To achieve this, they required expert support in research, design, and implementation. The City of San Antonio partnered with Kaeppel Consulting for this critical project.

The Challenge

  1. The City of San Antonio ITSD faced several challenges:

    • Diverse User Needs: Ensuring that digital platforms catered to the needs of a wide range of users, including city employees and vendors.
    • Accessibility Standards: Meeting stringent accessibility standards to ensure inclusivity.
    • Comprehensive Guidelines: Developing extensive UX/UI guidelines that could be uniformly applied across various digital platforms.

Our Solution

Kaeppel Consulting provided a holistic solution tailored to the City of San Antonio ITSD’s needs. Our approach included:

  1. Extensive Research: Conducted thorough UX/UI and accessibility research to understand user needs and identify areas for improvement.
  2. Design Sprint: Implemented a design sprint to create a program roadmap and strategy.
  3. Stakeholder Engagement: Engaged with stakeholders to gather insights and ensure alignment with project goals.

Results

Kaeppel Consulting’s efforts resulted in the successful establishment of digital standards and guidelines that enhanced the UX/UI and accessibility of the City of San Antonio’s digital platforms. This transformation enabled employees and vendors to interact more efficiently and effectively with the city’s digital services.

Conclusion

Kaeppel Consulting’s tailored approach enabled the City of San Antonio ITSD to overcome their challenges and achieve their digital transformation goals. By providing expert support in research, design, and implementation, we helped enhance the user experience and accessibility of their digital platforms.

New York Life–Operations Triage for AARP Growth Potential

Overview

In a strategic collaboration with New York Life, our consultancy was brought on board to undertake an intricate operation: conducting a triage for the New York Life AARP program. With the stakes being high, our mission was to meticulously identify, evaluate, and prioritize enhancement opportunities spanning a multitude of areas — from Sales and Service to IT, document management, claims, and various support sectors.

Areas of Strategic Focus

  • Comprehensive Triage: At the core of our engagement was the systematic triage process, encapsulated by the Define, Measure, Analyze, and Execute methodology. This comprehensive approach allowed us to delve deep into the operational intricacies of the AARP program and pinpoint areas of opportunity.

  • Cross-Functional Analysis: Recognizing the multi-faceted nature of the AARP program, our analysis spanned multiple functions. From Sales to IT and claims, we endeavored to provide a holistic view of the program’s strengths and areas ripe for enhancement.

Challenge

New York Life’s AARP program is an expansive initiative, touching multiple facets of the organization. The challenge was to conduct a triage that was both thorough and actionable, with the end goal of supporting New York Life’s bid to renew its pivotal AARP program.

Strategic Approach

Our methodology was anchored in a structured triage process. By defining the scope, measuring current capabilities, analyzing findings, and plotting an execution strategy, we were poised to provide New York Life with a detailed roadmap, highlighting both achievements and areas of potential growth.

Impact & Outcome

The culmination of our endeavor was the delivery of a detailed triage report, meticulously crafted to support New York Life’s application for renewing the AARP program. The testament to our collaboration’s success was clear: New York Life successfully renewed its AARP program for life insurance, marking a significant milestone in its partnership with AARP.