Feasibility Study and Needs Assessment

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

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

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)

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


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 Department of Public Health

Communications Design for Richmond Laboratory

We defined the communication needs in support of mandates, program goals and operations for the new 60-acre California Public Health Laboratory in Richmond. This laboratory is a biosafety level-4-equivalent to the federal Centers for Disease Control labs.


We examined voice, data, and video communication needs, and compared PBX and Centrex voice services. We researched and assessed communication requirements of the then-current laboratory in Berkeley, and the mandated statewide reporting between public and private health organizations and the laboratory. We provided project management support throughout. We were also retained to review communications engineering designs and recommend improvements.

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, 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)

FSR for Statewide Data Network

We developed a Feasibility Study Report (FSR) for control agency approval and funding for a new $55 million statewide data network and establishment of associated department-wide office automation standards. We assessed alternatives, developed the report, and facilitated control agency approval, including approval by the Legislative Analyst’s Office.

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 Unemployment Insurance Appeals Board

Special Project Report

We researched contractor and program failures of a three-year implementation attempt (one year and $2 million over budget) to provide a statewide networked custom application for court scheduling, email, word processing, forms, and reporting. We researched and assessed the Board’s organization, mandates, policies, culture, and requirements for change.


We consulted with the Board and the California Department of General Services’ Office of Legal Services to review Board options. We facilitated and guided the Board to a solution that resulted in terminating the contractor and acquiring a system from another state that met all functional requirements. The solution resulted in an overall cost of $1 million less than budgeted, and brought the project back on schedule. We also wrote a Special Project Report (SPR) for submittal to the Department of Finance and the Legislative Analyst’s Office.

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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