Migration & Project Management Case Study
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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