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.

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.

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.

Texas Department of Emergency Management– Lean Six Sigma Training

Overview

The Texas Division of Emergency Management (TDEM) aimed to improve process efficiencies, eliminate waste, and optimize resources through comprehensive Lean Six Sigma training. They partnered with Kaeppel Consulting to train their management team across three tiers of Six Sigma practitioners.

The Challenge

  1. Kaeppel Consulting provided a comprehensive solution that included:

    1. Tiered Training: Delivered training for Yellow, Green, and Black Belt practitioners.
    2. Hands-On Practice: Included live workshops and hands-on practice using the DMAIC methodology and process mapping.
    3. eLearning System: Provided an eLearning system for continuous learning and development.

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

  1. Tiered Training: Delivered training for Yellow, Green, and Black Belt practitioners.
  2. Hands-On Practice: Included live workshops and hands-on practice using the DMAIC methodology and process mapping.
  3. eLearning System: Provided an eLearning system for continuous learning and development.

Results

Kaeppel Consulting’s efforts resulted in an engaged leadership team equipped with new skills to apply to their own processes. This led to continuous improvements, better results, and increased program and project momentum for TDEM.

Conclusion

Kaeppel Consulting’s comprehensive Lean Six Sigma training enabled TDEM to achieve better process efficiencies, eliminate waste, and optimize resources through skilled management.

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.

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.