Strategic Planning

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

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 Department of Technology


For the department’s Statewide Telecommunications and Network Division (STND) (formerly DGS Telecommunications Division), we assisted in the rebid of the State’s outsourced CALNET-2 telecommunications services. We provided analysis of the State’s RFI results; assessed federal laws, regulations and court decisions relative to program development and implementation; assessed market conditions; developed the strategy for procurement in multiple awarded modules and facilitated its adoption; contributed to public media releases; facilitated development of the RFP and its publication; and provided project management assistance during the procurement.


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

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)

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 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 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 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)

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 Consumer Affairs, California Board of Pharmacy

Strategic Plan

We researched laws and regulations pertinent to the California Board of Pharmacy. We provided project management, including facilitation of stakeholder reviews and approvals. We also interviewed and assessed Board staff for operational responsibilities, key policies, and program opportunities. We facilitated stakeholder consensus of new mission, vision, goals, and objectives. We wrote the Board’s Strategic Plan for submission to the Legislature.

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 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 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 Veterans Affairs

Strategic Planning for a Hospital Information System

We facilitated and developed strategic planning and contract language, including goals and objectives, for the design and acquisition of a hospital information system at the California Veterans Home in Yountville. The system was based on alternative procurement concepts of shared State/vendor responsibility, risk, and funding.

California Department of Insurance

Strategic Planning for IT and Communications

We facilitated formal strategic and tactical planning for departmental IT operations, and for voice, video and data communication systems. We assessed IT operational capabilities and assisted with new mission, goals, objectives, and policies. We made recommendations for change management and implementation. We developed interagency contract documents and delegated-authority documentation for submission to control agencies.

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.

Please reload