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Background
Policy Studies (PSI) provides outsourcing, technology and consulting
services that assist health, human services and justice organizations
enhance performance and improve the social and economic well-being of the
children and families these programs serve. Founded in 1984, PSI employs
more than 1,700 employees across 70 United States locations with
headquarters in Denver, Colorado.
The Challenge
PSI acquired a new company called Dental Health Administrative and
Consulting Services (DHACS), which managed government-provided health
services at the state level. DHACS, located in Chicago, employed 100 onsite
customer service representatives and an additional 170 contractor
representatives in Texas.
The new business was responsible for managing Government Health Services
(GHS) member account information for three state government customers:
Florida, Georgia and Indiana. In addition to its state customers, DHACS had
several business partners that connected to its network, which required
secure, real-time access to the data.
PSI wanted to separate its three customers serviced in the Illinois
facility. Operations for its Florida customer and 200 customer service
representatives would be moved to that state. Key project parameters
included:
- The chosen IT consulting firm would manage the entire network
installation project with minimal participation from PSI staff.
- Normal business hours (10 hours a day, 5 days a week) would not be
interrupted. The customer service representatives and the client��‚��„�s
customers would have uninterrupted access to their data during normal
business hours.
- The large database of information (200+ GB) had to be moved from Chicago
to Florida during a weekend.
- The installation timeframe was exceptionally tight. Network installation
would occur simultaneously with building construction so operations could
begin when construction was complete.
The Result
Mile High Networks, Inc. was retained to manage the entire transition,
including project management and coordination, and the technical tasks
required to make the migration successful. The company developed a detailed
project plan using information from an analysis conducted earlier in the
year (see Acquisition Case Study). The project plan reflected all of the
processes required to move the customer service center to Florida without
disrupting services to any of PSI's three customers. The $1.6 million
project plan and implementation, covering hardware equipment, software
licensing and labor, included:
- Technical specifications and budgeting for data and voice equipment and
applications.
- Acquisition of all equipment and software from various vendors.
- Coordination of equipment delivery during building construction.
- Installation and configuration of all data systems equipment and
software.
- Management of data-circuit installation and configuration of related
equipment.
- Technical assistance to telephony vendors for voice services used in the
call center.
- Coordination with PSI headquarters, the DHACS Chicago facility, vendors,
partners and customers.
- Management of the cutover to the new facility to ensure real-time data
access during business hours.
- Management of technical issues after the Florida facility began
operation.
On the first day of business at the Florida facility, all of PSI's
customers, vendors and partners were able to attain their required data to
meet their own deadlines.
Company Testimonial
Sue Fuqua, with Mile High Network, provided exceptional
service and expertise during crucial implementations as we brought on
new sites. She also established processes and procedures for our
operations team to ensure consistent and reliable practices in serving
our clients. Her ability to augment our staff, with little ramp up time,
was invaluable. Sue's wealth of experience, knowledge, and customer
focused service has been much appreciated."
Nancy Starling Ross
Senior Vice President
Policy Studies Inc.
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