Business Process Analysis

California Public Utilities Commission (CPUC), Communications Division

California Relay Service 2

For the CPUC’s Deaf and Disabled Telecommunications Program (DDTP), we managed the acquisition of an outsourced California Relay Service 2 (CRS-2) based on a multiple-contractor approach with third-party call delivery and reporting. This new architecture was the first in the nation to offer both multiple competing vendors for relay service and independent third-party auditing for cost and performance compliance. We provided strategic planning; RFI and RFP development; facilitation of consumer and stakeholder involvement including development of graphics and documentation for public presentations throughout the state; facilitation of FCC support; and management of the solicitation and evaluation.

 

We led extensive facilitation of stakeholders and program staff; numerous presentations and facilitation of CPUC executive and program management; and project development and management. We acted as the authorized Procurement Official, and provided contract negotiations and award services. We developed a 300-page RFP for the outsourcing of multiyear, multivendor CRS-2. We also provided project management oversight, coordination, and assessment of vendor implementations.

California Public Utilities Commission (CPUC), Communications Division

FCC Regulatory Analysis

We provided ongoing analysis and reporting of FCC activities and regulations pertinent to the CPUC’s Deaf and Disabled Telecommunications Program. We advised the CPUC regarding potential program and policy changes, and provided assessment and input regarding the FCC regulatory process.

California Public Utilities Commission (CPUC), Communications Division

Database for Equipment Processing Center

For the DDTP, working with and facilitating program stakeholder representatives, we identified and defined current and new program business processes for the distribution of equipment to Californians with hearing, speech, and motion disabilities.  This included functional, technical and contractual requirements for a distributed database to support the program. We specified a database distribution system to serve multiple phone utilities and a centralized warehouse operation. We developed a complete RFP, bidding and evaluation methodology, and contract language.

California Public Utilities Commission (CPUC), Communications Division

Equipment Processing Center

We provided assistance in development of the RFP for the DDTP Equipment Processing Center. We also addressed implementation issues.

California Public Utilities Commission (CPUC), Communications Division

California Relay Service 1

For the DDTP, we reviewed program mandates, defined program needs, and worked extensively with constituent stakeholder groups facilitating the strategic development of program policies and goals. We provided project development and management, and assessment of the program to administer relay services. We developed and issued an RFI and a 300-page technical RFP for outsourced relay service in compliance with State and federal laws. We also provided acquisition, award planning, and management services.
 

California Public Utilities Commission (CPUC), Communications Division

California Relay Service

For the DDTP, we worked extensively with constituent stakeholder groups facilitating the strategic development of program policies and goals. We provided project development and management, and assessment of the program to administer its relay service. We developed and issued a technical Invitation for Bid (IFB) for outsourced California Relay Service in compliance with State and federal laws. We also provided acquisition and award planning and management services.

California 9-1-1 Emergency Communications Office

Statewide Strategic Plan

We managed and developed a comprehensive Strategic Plan for statewide multijurisdictional 9-1-1 systems, services, and management. Our extensive assessment of this mission-critical public program involved: extensive research; facilitation of program and administration executives; facilitation of stakeholder groups; formal assessment of multijurisdictional statewide public agencies and programs; assessment of statutes and key policies; assessment and recommendations for funding methodologies; and assessment of public agency organization, culture, and change management. We also provided expert 9-1-1 subject-matter knowledge, and technical writing.

 

We developed a 250-page public report considered by the Chief of the 9-1-1 Office and California Legislative members as outstanding. The report resulted in multiple public hearings concerning recommendations for significant changes to California 9‑1‑1 laws, management, operations, funding and technologies.

California 9-1-1 Emergency Communications Office

Fiscal and Operational Review

We facilitated strategic goals and objectives pertaining to statutorily mandated oversight of 480 statewide local jurisdiction Public Safety Answering Points (PSAPs) for compliance with 9-1-1 operational performance and use of State funds.


We assessed State and local public agencies’ practices. We developed new compliance processes and measurements for the 9-1-1 Office to use in determining PSAP network performance levels, system configuration, and funding and fiscal accounting management. We also developed a new Fiscal and Operational Review (FOR) operations manual, including change management processes, and provided office and field training of 9-1-1 Office staff for use with local PSAP management throughout the state.
 

California 9-1-1 Emergency Communications Office

New Statewide Reporting System

The State 9-1-1 Office needed a way to measure 9-1-1 call answering times, call volumes, and other performance indicators experienced at California’s 480 Public Safety Answering Points managed by local jurisdictions throughout the state, and to create a database for analysis and reporting.  For this effort we developed strategic program goals and objectives; assessed agencies’ organizational needs and requirements; conducted research including security parameters; facilitated multijurisdictional stakeholder input; developed a technical RFO for a new statewide 9-1-1 reporting system; provided project management and procurement subject matter expertise throughout the procurement; and provided project management of the implementation including change management support in the State 9-1-1 Office and in the field at multiple PSAPs.

California 9-1-1 Emergency Communications Office

Strategic Statewide Database Planning

We provided long-range strategic planning for the State’s E9-1-1 outsourced system database services. We reviewed federal and State legislation, statutes, regulations and court orders, and tariffs and contracts. We identified operational and political issues from all public and private stakeholder groups.  We surveyed the state PSAPs for operational, technical and management conditions and issues.  We reviewed the impact of emerging technologies on the deployment of emergency services. We assessed alternative long-range plans and costs, and provided recommendations for statewide 9-1-1 database implementation and management.

California Employment Development Department (EDD)

Disability Insurance (DI) Branch Operational Improvements

We performed an assessment of the DI Branch’s business processes and their use of six statewide call centers, in order to ascertain ways to improve the Branch’s operational performance and outcomes. We conducted an extensive assessment of the Branch’s organization, culture and procedures.

 

Our work included research, project development, and management. We developed a report addressing findings; recommended change management practices including some pertaining to policies and practices; and recommended adjustments to the Branch’s communication systems. The report developed strategic and functional plans; provided practical implementation recommendations; and led to improved operations and better service to the public.

 

California Employment Development Department (EDD)

Tax Branch Operational Improvements

We performed an assessment of the Tax Branch’s various business processes and researched eight statewide call centers and two public contact lines to find ways to improve the Branch’s operational performance and outcomes. We conducted an extensive assessment of the Branch’s business organization, culture, policies and procedures.

 

We developed a report that addressed the findings, recommended change management practices including those pertaining to policies and practices, and recommended adjustments to the Branch’s communication systems. The report developed strategic and functional plans, provided practical implementation recommendations, and recommended changes in staff training and assignments.  The report was presented to EDD and Branch management, and was used to improve operations and service to the public.

 

California Employment Development Department (EDD)

Unemployment Insurance (UI) Branch Operational Improvements

We assessed the potential of new voice-activated technologies to improve UI operations and the public’s experience. We researched the Branch’s operational processes for continued-claims processing, and facilitated definition of business requirements. We also facilitated development of no-cost vendor contracts for testing purposes, and the pilot system design. We developed call-flow scripts and the testing process. We provided project management support throughout. We also developed a report assessing the testing of emerging technologies in support of a program redesign of the Branch’s continued-claims process.

California Community Colleges Chancellor’s Office

Statewide Network Assessment

We developed an analysis of the migration of the Office’s statewide education data network (4CNet), which served 108 community colleges, to a newer joint-venture outsourced educational network (CENIC). Our work included an assessment of the community colleges’ use of networked services for educational and administrative purposes, and forecasting of online and on-demand remote learning.

 

We presented and facilitated ongoing findings to a steering committee. We also provided research, policy reviews, and assessment; project management support; and recommendations for implementation.

 

California Department of Public Health, Licensing and Certification Branch

FSR and BCP

In response to AB 893, we performed a feasibility study — and developed a Feasibility Study Report (FSR) and Budget Change Proposal (BCP) — for a new web-accessed database of licensing and certification-compliance information of California’s private long-term health care facilities.

 

We researched applicable laws and policies. We also facilitated goals, objectives and functional requirements, business needs, and stakeholder engagement. We researched and assessed the Branch’s data reporting and data availability for use by the project. We also provided project management support. The FSR was published on the Department of Finance’s website as an example of how to write an FSR. The FSR and BCP were approved and funded.

California Health and Human Services Agency

Office of Health Information Integrity

Via three contracts, we facilitated a communications assessment and plan among public and private statewide stakeholder groups involved in developing standards and recommendations for the exchange of electronic health information in compliance with federal and State laws.

 

We also facilitated website design and developed public information; provided policy development guidance; facilitated the understanding and creation of public policies; and provided research, project development, and project management.

 

California Department of Fish and Wildlife (DFW)

Marine Region Business Process Analysis

The Marine Region involves DFW’s operations overseeing the resources of California’s coastal waters. We performed an in-depth business process analysis and a strategic assessment for sharing of biological and other Marine Region data among all DFW and external stakeholders. Our work included extensive field research and facilitation of goals, objectives and functional requirements.  We also assessed federal and State laws and policies, and Marine Region policies and practices concerning information and data flows. We recommended changes to the technical and operational environment, and to key policies. We also gave presentations of findings and recommendations with detailed graphics and implementation concepts.

California Department of Fish and Wildlife (DFW)

FSR for Automated Licensing Data System

For the Licensing and Revenue Branch, we conducted a feasibility study for the establishment of a networked (Internet and public network) licensing, accounting and revenue-collection system via outsourced service providers. We developed a Feasibility Study Report (FSR) and related Budget Change Proposal (BCP). We also provided strategic planning and facilitation, technical writing, and new funding models.

California Department of Fish and Wildlife (DFW)

FSR for Marine Biology Division

We performed a feasibility study and wrote a Feasibility Study Report (FSR) for a networked database system for the Division. We facilitated new strategic goals, objectives and functional requirements among departmental stakeholders. We also researched and assessed the Division’s policies and practices relative to law, to the management of marine natural resources, and to the new goals and objectives. We provided project development and management expertise. The FSR was approved and the project was funded.

California Department of Fish and Wildlife (DFW)

FSR for Bay-Delta and Special Water Projects Division

We performed a feasibility study and wrote a Feasibility Study Report (FSR) for networked automation at the Division. We assessed all the Division biologists’ natural resources projects and how those projects could change with networked data sharing. The FSR was approved and the project was funded.

California Department of Parks and Recreation

Recreation and Reservations Sales Service

We provided strategic guidance for the design and acquisition of outsourced services for camping reservations and recreational sales at State parks. We developed a complete draft RFP for the desired services for departmental review, and provided guidance as requested during the procurement. This is a mission-critical project, as about half of the department’s income is from these services, and a major focus of the department’s mission is to provide the public with recreational access to State parks.

California Department of Consumer Affairs, Board of Geologists and Geophysicists

Sunset Report to the Legislature

The Board was facing dissolution as its authorizing legislation was expiring. We researched laws and regulations pertinent to the Board. We interviewed and assessed Board staff for operational responsibilities, policies, and program opportunities. We provided project management, including facilitation of executive and Board member stakeholder reviews and approvals. We developed a Sunset Report to the Legislature defining the history, operations, and benefits of the Board. Following submission of the report to the Legislature, legislation was passed to continue the Board.

California Department of Consumer Affairs, Bureau of Electronic and Appliance Repair

Report to the Legislature

In response to Legislative mandate, we developed a report to the Legislature for the Bureau of Electronic and Appliance Repair. We interviewed and assessed Bureau staff for operational responsibilities, key policies, and program opportunities. We also facilitated executive consensus of new goals and objectives. We wrote the Bureau’s report for submission to the Legislature. We also provided project management, including facilitation of executive reviews and approvals.

California Department of Transportation (Caltrans)

Report to the Legislature

We were recommended by the Department of Finance to facilitate multijurisdictional stakeholder consensus and to develop a report to the Legislature on Caltrans’ information systems for project management. For this report, we researched and assessed Caltrans’ processes and culture of project management, including its project review, approval, and coordination with California cities and counties.

We facilitated development of new multijurisdictional program goals, objectives, and policies. We wrote the report, including implementation recommendations, for submittal to the Legislature.

California Highway Patrol (CHP)

Cellular 9-1-1 Program Assessment

We performed a total program evaluation of CHP’s cellular 9-1-1 and freeway callbox multijurisdictional program operations. We researched existing conditions; statutes, regulations, and rules; court and attorney general opinions; interagency agreements and relationships; contracts; policies; procedures; and existing technologies and networks.

 

We researched existing staffing; training; and management practices and policies. We also determined existing levels of service; researched budgets and costs; and researched public opinion and awareness.

 

We facilitated definition of missions, goals, and objectives. We developed a complete needs analysis and defined the scope and extent of existing problems. We provided extensive and detailed recommendations toward total program improvement, including changes in statutes and regulations; funding; staffing and organization; training; hardware, software and networking; policies and procedures; and public education.

California Department of Justice, Division of Law Enforcement

FSR for Gun Registration

For the Attorney General’s Office, in response to a legislative mandate, we facilitated the completion of a Feasibility Study Report (FSR) for an outsourced statewide long-gun registration and fee-collection system. We reviewed and facilitated goals and objectives, and an alternative solution, with constituent stakeholders including gun dealer organizations, the NRA, and others.

 

We developed a design that would not use State funds. We assisted in the system design and pilot project. We recommended alternative procurement for shared revenue/risk with outsourced development, deployment and operations. We also assisted in developing an RFP for the procurement including contract terms and conditions.

 

The system was approved, funded and implemented. The solution received the Smithsonian Award for vision and creativity.

California Department of General Services, Office of State Publishing

State Administrative Manual (SAM) Unit

For the SAM Unit (formerly DGS Office of Information Services’ Records Management Section), we rewrote the State Administrative Manual line-by-line to section 6000, checking all legal citations and transforming the manual into a style and format that was easier for readers to understand.

Bell Canada/Canadian Radio and Telecommunications Commission (CRTC)

Video Relay Service Feasibility Study

We conducted a comprehensive study of the feasibility of outsourcing Video Relay Service (VRS) for all Canadians who use sign language as their primary communication. The study included research of policy and law; cultural and organizational assessments; extensive presentations; interviews and facilitation of multiple stakeholder groups across Canada; assessment of potential demand and costs, funding, and vendor reimbursement methodologies; program management options, recommendations and policies; and initial and ongoing program design, implementation, and management recommendations.

 

The 800-page report in English and French was published by the CRTC in April 2012. After national public input, in April 2014 the CRTC ordered national VRS, adopting all of Mission Consulting’s recommendations, including establishing a new program administration with a $30 million annual budget.

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Mission Consulting, LLC

 

1620 R Street, Suite 300

Sacramento, CA 95811

 

Tel: 916-446-5624

© 2018 Mission Consulting, LLC