Stern Consulting

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PROJECTS

Our extensive experience with large, complex public sector organizations coupled with our specific experience with 311 / CRM feasibility assessments, planning engagements, and implementation projects brings us a unique depth of expertise. STERN CONSULTING brings the skills and depth of experience in project management, public sector CRM systems, business process analysis and re-engineering, and strategic planning. Below are several examples of projects that demonstrates our unparalleled expertise in this type of work.

Projects - hands raised

CITY OF BOISE, IDAHO
Stern Consulting developed an e-Gov and CRM Strategic Plan for the City of Boise. The data collection process consisted of the following:

  • More than 85 interviews (primarily in-person) with key stakeholders
  • Two in-person focus groups consisting of Boise citizens
  • An on-line survey of Boise constituents which received more than 150 responses
  • Benchmark data from existing e-gov and CRM implementations

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Projects - gathering

CITY OF CLEVELAND, OHIO
Spencer worked directly with the CRM software vendor to support the city in their CRM implementation project. He also was the lead for the business process re-engineering (BPR) and Change Management (CM) initiatives. He conducted more than 15 BPR workshops with five departments including:

  • Public Services (streets, solid waste, and traffic management)
  • Recreation and Parks (recreation programs and playground maintenance)
  • Public Health (environmental, lead/mold, birth/death certificates, food safety)
  • Building & Housing (permitting, vacant lots, junk & debris, no water/heat)
  • Call Center

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Projects - meeting

CITY OF WEST HOLLYWOOD, CALIFORNIA
The City desired to build a business case for a proposed deployment of an enterprise-wide CRM system. To gain an in-depth understanding of the client’s current environment, we interviewed more than 50 municipal employees from various departments to uncover their current processes, technology, and organizational structure. In addition, we conducted a large-scale kick-off meeting that included all impacted departments and facilitated several core team meetings with the CRM steering committee.

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Projects - business men

CITY / COUNTY OF HONOLULU, HAWAII
The City/County desired to build a business case for a proposed deployment of an enterprise-wide CRM system. They also wanted to publish an RFP covering a proposed call center that the City is considering creating to house the CRM contact center agents. To gain an in-depth understanding of the client’s current environment, we interviewed more than 100 municipal employees from various departments to uncover their current processes, technology, and organizational structure.

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Projects - Talking

CITY OF PHILADELPHIA, PENNSYLVANIA
The city was in the process of launching their non-emergency 3-1-1 call center and identified multiple change management issues that needed to be addressed prior to launch. The city engaged Stern Consulting to perform a change management analysis to identify the following issues:

  • Personnel barriers to a successful implementation
  • Types of resistance being demonstrated by impacted employees
  • Tactics to address and overcome identified resistance strategies

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Projects - meeting

WAUKESHA COUNTY, WISCONSIN
The County was interested in determining if it was feasible to deploy an enterprise-wide CRM solution. They wanted to understand the implications from the following perspectives: resources, organizational structure, financial, and data architecture. In addition, the County was seeking to integrate a CRM solution with a proposed enterprise-wide cashiering solution.

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Projects - hands shaking

HENRICO COUNTY, VIRGINIA
Spencer Stern worked with Henrico County, VA on planning their CRM initiative. The project consisted of three phases. The first phase focused on conducting a current state assessment and capability gap analysis, and framing out the future state for a CRM solution. The second phase included a cost assessment of implementing a CRM solution - for both an initial implementation as well as the expectation of annual operating costs.

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