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.

Platinum Dermatology Partners – Revenue Cycle Management & Process Alignment

Overview

Platinum Dermatology Partners, a national dermatology network, aimed to manage rapid acquisition growth and align processes, particularly with their offshore partner. They partnered with Kaeppel Consulting to maintain productivity and integrate workflows effectively.

The Challenge

Platinum Dermatology Partners faced several challenges:

  • Rapid Growth: Managing a rapid acquisition growth phase and aligning processes.
  • Offshore Coordination: Coordinating with an offshore partner to maintain productivity.
  • Process Alignment: Ensuring workflows and functions were balanced and integrated.

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

  1. Interim Management: Provided interim management to bridge the gap and maintain productivity during the transition.
  2. Workflow Integration: Integrated workflows and balanced functions across the organization, including the offshore partner, IKS.
  3. Technology Optimization: Utilized native systems, including BI tools, billing, electronic records collections, and Microsoft Teams for effective data management and communication.
  4. Performance Maintenance: Maintained performance levels and created a culture of excellence.

Results

Kaeppel Consulting’s efforts resulted in successful alignment of offshore and national teams, maintaining productivity and performance levels. The integrated workflows and optimized processes ensured smooth operations and supported the rapid growth phase.

Conclusion

Kaeppel Consulting’s expertise in revenue cycle management and process alignment enabled Platinum Dermatology Partners to manage their rapid growth effectively and maintain high performance levels.

Catawba – Revenue Cycle Transformation & Central Billing Office Optimization

Overview

Catawba, an integrated health system, sought to transform its revenue cycle and optimize its Central Billing Office (CBO) to address underperformance issues. They partnered with Kaeppel Consulting to enhance staff productivity, financial performance, and leverage technology more effectively.

The Challenge

Catawba faced several challenges:

  • Underperformance: Issues with staff productivity, financial performance, and structural inefficiencies.
  • Technology Utilization: Not leveraging technology effectively for optimal performance.
  • Performance Tracking: Lack of tracking for staff and performance KPIs.

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

  1. Revenue Cycle Transformation: Implemented new workflows and optimized billing systems to improve efficiency.
  2. Central Billing Office Optimization: Developed a new organizational structure and standardized data collection practices.
  3. Technology Integration: Upgraded the billing platform and integrated BI tools, electronic records, and Microsoft Teams for better data management and reporting.
  4. Performance Dashboards: Created executive dashboards to monitor financial and staff productivity levels.

Results

Kaeppel Consulting’s efforts resulted in a significant improvement in staff productivity, financial performance, and structural efficiency. The new organizational structure and optimized technology usage led to better data management and performance tracking, ensuring long-term success.

Conclusion

Kaeppel Consulting’s comprehensive approach to revenue cycle transformation and CBO optimization enabled Catawba to overcome underperformance challenges and achieve operational excellence.

CVR Energy – Lean Six Sigma Training and Budget Optimization

Overview

CVR Energy aimed to achieve cost savings and build a continuous improvement culture within their finance team. They partnered with Kaeppel Consulting to provide Lean Six Sigma training and leadership development.

The Challenge

CVR Energy faced several challenges:

  • Cost Savings: Achieving a 10% savings in the annual budget cycle.
  • Training Needs: Providing Lean Six Sigma training for the finance team.
  • Leadership Development: Building a continuous improvement culture through leadership training.

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

  1. Lean Six Sigma Training: Delivered training for the finance team, including Lean/Kaizen events.
  2. Leadership Training: Developed leadership skills to build a continuous improvement culture.
  3. Hydrocarbon Inventory Control: Improved tools and equipment controls for better financial management.

Results

Kaeppel Consulting’s efforts resulted in a 10% savings in the annual budget cycle for CVR Energy. The Lean Six Sigma training and leadership development fostered a culture of continuous improvement, leading to sustained financial and operational benefits.

Conclusion

Kaeppel Consulting’s expertise in Lean Six Sigma and leadership training enabled CVR Energy to achieve significant cost savings and build a robust continuous improvement culture.

Houston Community College – Website Program Management

Overview

Houston Community College (HCC) aimed to modernize its website to better serve its diverse user base. They required experienced developers familiar with the TerminalFour Content Management System (CMS) and expertise in managing the website as a program. HCC partnered with Kaeppel Consulting for this critical project.

The Challenge

Houston Community College faced several challenges:

  • Stakeholder Management: Ensuring all stakeholder requirements were met.
  • Program Management: Managing the website as a program rather than a project.
  • Content Management Expertise: Finding experienced developers for the TerminalFour CMS.

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

  1. Experienced Developers: Sourced developers with expertise in TerminalFour CMS.
  2. Program Management: Managed the website as a program, focusing on continuous improvements and stakeholder engagement.
  3. User-Centered Design: Developed a modern, user-focused website that addressed the needs of multiple user types.

Results

Kaeppel Consulting’s efforts resulted in the successful launch of a new, modern website on time. The website highlighted the size and quality of HCC and its dedication to education, while ensuring all technical requirements and third-party integrations were met. The new website addressed user requirements through an intuitive architecture and design process.

Conclusion

Kaeppel Consulting’s program management and content management expertise enabled Houston Community College to launch a modern, user-focused website that met stakeholder needs and technical requirements.

Comal ISD – Lean Six Sigma Training for Administration

Overview

Comal Independent School District (ISD) sought to educate its administration on Lean Six Sigma principles to save costs and improve the customer experience. They partnered with Kaeppel Consulting for training and operational excellence.

The Challenge

      • Cost Savings: Reducing costs through process improvement.
      • Customer Experience: Focusing on customer requirements and satisfaction.
      • Leadership Training: Educating the administration on Lean Six Sigma principles.

        Comal ISD faced several challenges:

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

  1. Workshops and Training: Delivered 3 workshops with different administrators and teams.
  2. Operational Excellence: Held training sessions focused on eliminating waste and establishing KPIs and success metrics.
  3. Lean Six Sigma Education: Trained the leadership team on Lean Six Sigma principles and practices.

Results

Kaeppel Consulting’s efforts resulted in educated administrators equipped with Lean Six Sigma principles, improved processes and procedures, and established KPIs and success metrics for the district. This led to cost savings and enhanced customer satisfaction.

Conclusion

Kaeppel Consulting’s Lean Six Sigma training and operational excellence initiatives enabled Comal ISD to reduce costs and improve the customer experience through better process management and leadership education.

Bexar County Sheriff’s Department – Comprehensive Review, Triage, & Roadmap

Overview

The Bexar County Sheriff’s Department, under the leadership of newly elected Sheriff Susan Pamerleau, sought to recover its reputation and build a culture of transparency and continuous improvement. They partnered with Kaeppel Consulting for a comprehensive review and roadmap development.

The Challenge

    • Reputation Recovery: Establishing a roadmap for improvement.
    • Employee Engagement: Building a culture of trust and improving retention.
    • Continuous Improvement: Developing a continuous improvement culture and mindset.

      The Bexar County Sheriff’s Department faced several challenges:

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

  1. Vision and Strategic Objectives: Developed a new Vision, Mission, Core Values, and strategic objectives for a 3–5 year horizon.
  2. Roadmap Development: Created a roadmap of projects and facilitated leadership through ownership and prioritization.
  3. Process Triage: Assessed the as-is state of office locations, scheduling, tools, and managing the jail.
  4. KPI Development: Established KPIs and performance scorecards for each division.

Results

Kaeppel Consulting’s efforts resulted in a new vision and strategic objectives for the department, a comprehensive roadmap of projects, and long-lasting improvements in processes and employee engagement. The department continues to use the outcomes of the triage process for ongoing improvement.

Conclusion

Kaeppel Consulting’s comprehensive review and roadmap development enabled the Bexar County Sheriff’s Department to recover its reputation and build a culture of transparency and continuous improvement.

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.