System Implementation Archives

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:

Revenue Cycle Transformation: Implemented new workflows and optimized billing systems to improve efficiency.
Central Billing Office Optimization: Developed a new organizational structure and standardized data collection practices.
Technology Integration: Upgraded the billing platform and integrated BI tools, electronic records, and Microsoft Teams for better data management and reporting.
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.

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:

Experienced Developers: Sourced developers with expertise in TerminalFour CMS.
Program Management: Managed the website as a program, focusing on continuous improvements and stakeholder engagement.
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.

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

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:

Stakeholder Interviews: Conducted interviews to gather insights and ensure the system aligned with user needs.
User Recruitment and Testing: Recruited a diverse group of users to test the voice response system.
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–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

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:

Extensive Research: Conducted thorough UX/UI and accessibility research to understand user needs and identify areas for improvement.
Design Sprint: Implemented a design sprint to create a program roadmap and strategy.
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.

Texas DPS–Enterprise Architecture Deployment

Overview

In a pivotal engagement with Texas DPS (Department of Public Safety), our consultancy was tasked with an ambitious mandate: to architect a novel approach for Enterprise Architecture (EA). The objective was twofold — to not only craft a cutting-edge methodology for EA but also to train and mentor the practitioners who would be championing this new direction.

Areas of Strategic Focus

Enterprise Architecture Methodology: The heart of our engagement revolved around developing a fresh, future-focused approach to Enterprise Architecture. Our intent was to craft a methodology that was both innovative and intuitive, setting Texas DPS on a trajectory of streamlined operations and enhanced IT alignment.
Training & Mentorship: Recognizing the vital role of the practitioners in executing this new EA vision, our mandate extended to providing comprehensive training. Beyond imparting knowledge, our focus was on mentoring these professionals, ensuring they were adeptly equipped to navigate the intricacies of the new EA approach.

Challenge

Reimagining Enterprise Architecture for an entity as significant as Texas DPS presented its unique set of challenges. Beyond the technical intricacies, the task was to ensure that the new methodology resonated with the practitioners, and they were equipped to bring it to fruition.

Strategic Approach

Our approach blended technical expertise with a deep understanding of organizational dynamics. By meticulously crafting a new EA methodology and then ensuring that the practitioners were not just trained but also mentored, we aimed to ensure the seamless integration and execution of the new approach within Texas DPS.

Impact & Outcome

The outcome of our collaboration with Texas DPS was the successful establishment of a new EA Practice. The new methodology, combined with the empowered practitioners, set the stage for Texas DPS to leverage Enterprise Architecture in ways that drive operational excellence and strategic alignment.

Liberty Mutual Insurance–Workflow Management Tool

Overview

In a strategic alliance with Liberty Mutual Insurance, our consultancy undertook the mission of implementing novel workflows in their Workflow Management tool. The vision was clear: to automate and streamline a plethora of backoffice tasks, driving operational efficiency and enhancing task execution capabilities.

Areas of Strategic Focus

Project Management: A project of this magnitude necessitated rigorous project management to ensure milestones were achieved, resources optimally utilized, and the end goal realized within the stipulated timeframe.
Process Engineering: Central to our engagement was the design and implementation of refined workflows. This involved a meticulous analysis of existing processes, followed by crafting optimized pathways to bolster the capabilities of the Workflow Management tool.
Performance Management: Post-implementation, our focus shifted to measuring and managing the performance of the new workflows. This ensured that the desired efficiencies were being achieved and provided insights for any potential refinements.

Challenge

For a major insurer like Liberty Mutual Insurance, backoffice tasks play a pivotal role in day-to-day operations. The challenge lay in not just automating these tasks, but ensuring the newly instituted workflows were robust, efficient, and adaptable to the ever-evolving needs of the insurance industry.

Strategic Approach

Our methodology combined adept project management with process engineering prowess. By thoroughly understanding Liberty Mutual’s backoffice operations, we were poised to design workflows that not only automated tasks but did so in a manner that elevated operational efficiency.

Impact & Outcome

The collaboration’s results were palpably transformative for Liberty Mutual Insurance. With the new workflows in place, the subrogation teams experienced notable improvements in consistency and capacity, underscoring the strategic value and effectiveness of the newly instituted Workflow Management tool.

Clark County Nevada–Enterprise Architecture

Overview

In an integral collaboration with Clark County Nevada, our consultancy was given the mandate of developing an application rationalization plan for the county’s government agencies. The mission was vast and vital: to methodically document and evaluate all systems, then determine their future pathways based on strategies to Maintain, Enhance, or Retire.

Areas of Strategic Focus

Enterprise Architecture: Central to our engagement was the disciplined study and understanding of the broader Enterprise Architecture. This provided the necessary context and structure for our subsequent evaluations and recommendations.
Application Assessment & Rationalization: Our core task involved an exhaustive documentation and assessment of all operational systems within the county’s government agencies. This enabled us to provide data-driven recommendations for each application’s future trajectory, be it maintenance, enhancement, or retirement.

Challenge

Transitioning IT staff from a decentralized model spread across District Offices into a centralized IT Division presented multifaceted challenges. From maintaining service continuity to ensuring staff adaptation and preserving institutional knowledge, the initiative required a well-orchestrated approach.

Strategic Approach

Our methodology revolved around a comprehensive understanding of Clark County Nevada’s Enterprise Architecture. By meticulously documenting all systems, we were then able to assess their current state, utility, and potential future value. This grounded, structured approach allowed us to make informed recommendations.

Impact & Outcome

The fruits of our collaboration with Clark County Nevada were both clear and impactful. Our completed application rationalization plan recommended the retirement of 28% of the current applications. This stands as a testament to the depth of our assessment and the strategic value our consultancy brought to the table.

TXDOT–IT Center of Excellence

Overview

In a strategic partnership with the Texas Department of Transportation (TXDOT), our consultancy was entrusted with the mission of centralizing IT staff from various District Offices into a unified IT Division. The objective was clear: to enhance operational efficiency, streamline processes, and foster improved IT policy compliance across the department.

Areas of Strategic Focus

Project Management: At the core of our engagement was the adept management of this significant organizational transition, ensuring timelines were adhered to, resources were optimally utilized, and desired outcomes achieved.
Organizational Design: Centralizing IT functions required a meticulous reimagining of the organizational structure. Our focus was on designing an IT division that was both efficient and adaptive to the dynamic needs of TXDOT.
ADKAR Change Management: Recognizing the human element in any organizational shift, we employed the proven ADKAR Change Management framework. This ensured seamless adaptation, minimized resistance, and fostered acceptance among the IT staff transitioning into the centralized division.

Challenge

Transitioning IT staff from a decentralized model spread across District Offices into a centralized IT Division presented multifaceted challenges. From maintaining service continuity to ensuring staff adaptation and preserving institutional knowledge, the initiative required a well-orchestrated approach.

Strategic Approach

Our methodology blended robust project management techniques with a nuanced understanding of organizational design. By mapping out the transition blueprint and leveraging the ADKAR Change Management model, we ensured a transition that was both smooth and aligned with TXDOT’s strategic objectives.

Impact & Outcome

The collaborative endeavor with TXDOT culminated in a successful centralization of the IT staff into a unified IT Division. The fruits of this transition were evident in the enhanced operational efficiency and the marked improvement in IT policy compliance across the department.

AmeriPro Mortgage–Loan Origination System (LOS) Migration

Overview

In a critical engagement with AmeriPro Mortgage, our consultancy was at the forefront of overseeing an upgrade of their Loan Origination System (LOS). Our leadership spanned program management, project management, and change management domains. Recognizing the intricacies and significance of mortgage operations, our primary goal was to ensure a seamless and compliant system migration.

Areas of Strategic Focus

Project Management: Central to our mandate was the adept management of the entire LOS upgrade project, ensuring it remained on schedule, within scope, and achieved the desired outcomes.
As-Is / To-Be Process Mapping: A foundational step in our approach was to thoroughly map out the existing processes within the LOS and subsequently delineate the envisioned future state post-migration. This ensured clarity and guided our migration strategy.
ADKAR Change Management: Acknowledging the complexities inherent in any system migration, we employed the ADKAR Change Management methodology. This ensured that not only were the technical aspects of the migration addressed but also the human elements, fostering acceptance and smooth adaptation to the new LOS environment.

Challenge

System migrations, especially for pivotal systems like the LOS in the mortgage industry, can be fraught with challenges. From data integrity to process continuity, and user adaptation, the task was to ensure that AmeriPro Mortgage experienced a disruption-free and value-driven migration.

Strategic Approach

Our methodology was comprehensive. By meticulously charting out both the current and desired states of the LOS, we crafted a blueprint for the migration. Coupled with robust project management and the strategic application of the ADKAR Change Management model, we ensured a holistic approach to the migration.

Impact & Outcome

The fruits of our collaboration with AmeriPro Mortgage were clearly manifested in the successful completion of the LOS migration. Moreover, AmeriPro Mortgage is now compliant with industry standards, underscoring the efficacy of the migration and our engagement’s value.

Trinity University– IT Transformation

Overview

In a dedicated engagement with Trinity University, our consultancy embarked on a significant IT Transformation project. Our initial evaluation, grounded in the ITIL framework maturity assessment, revealed Trinity’s IT system required heightened maturity levels, especially in anticipation of the Workday platform’s introduction. Recognizing the potential risks and challenges that could arise during the implementation phase without these necessary adjustments, we set forth on a comprehensive transformation journey.

Areas of Strategic Focus

ITIL Framework Assessment: Our primary objective was to evaluate Trinity’s IT system using the ITIL framework, identifying areas of potential improvement and ensuring a robust foundation for future technology integrations.
Workday Platform Integration: With the intent to introduce the Workday platform, it was imperative to ensure the IT system’s maturity and readiness to seamlessly accommodate and benefit from this integration.
IT Transformation & Reorganization: Beyond assessments and platform considerations, our focus was to holistically transform and reorganize Trinity’s IT, enhancing its operational efficiency and adaptability.
Leadership & Management: Recognizing the magnitude of such a transformation, we provided dedicated leadership within Trinity’s IT organization, guiding and managing the change process.

Challenge

Trinity University’s IT landscape, while robust, revealed gaps in maturity that could jeopardize the successful integration of the Workday platform. The challenge lay in not just identifying these gaps, but implementing strategic changes to ensure a seamless transition and enhanced overall IT functionality.

Strategic Approach

Our methodology encompassed a multi-faceted approach. Beginning with an in-depth ITIL framework assessment, we pinpointed areas necessitating improvement. This laid the groundwork for a total IT transformation and reorganization. Furthermore, we undertook a series of projects aimed at refining practice areas, including security, asset management, project management, data, reporting, and all encompassing ITIL process areas.

Impact & Outcome

Our collaboration with Trinity University bore tangible results. We successfully progressed Trinity’s IT system to ITIL 3 maturity, ensuring it was primed for the Workday platform’s integration. Furthermore, the broad spectrum of improvements across various IT practice areas underscores our commitment to holistic IT enhancement and the value of our partnership with Trinity University.