Call Centers

California Public Utilities Commission (CPUC), Communications Division

California Relay Service 3

For the CPUC’s Deaf and Disabled Telecommunications Program (DDTP), we developed a comprehensive acquisition strategic plan for California Relay Service 3 (CRS-3), a service available to all Californians who are deaf. We considered federal and State laws and regulations, the anticipated regulations and funding changes, formal input from stakeholder constituent groups, and program policies. Our work included research, graphics, and technical writing. We facilitated reviews and adoptions. We also developed a 300-page RFP for the outsourcing of multiyear, multivendor CRS-3. And we provided project development and management support throughout the procurement and implementation processes.

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 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

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

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 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

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 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.

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