CONSULTING has worked on a variety of municipal
projects from conducting up-front needs assessment to supporting
implementation efforts. Below is a description of the types of services
we have delivered to multiple clients as they pursue their solutions:
Multi-Channel Citizen Engagement
As the number of digital communications channels increase, municipalities are faced with critical decisions on which are the most appropriate channels to utilize. From multiple social media options to mobile and web to co-browsing and texting, organizations are requiring support to determine the optimal channels for their constituents, balanced with the internal constraints of staffing and funding.
have conducted departmental change management workshops and developed
change management communications plans to ensure that all key stakeholders
are appropriately provided with the right message through the appropriate
channel. Stern Consulting pursues a rigorous change approach that
tightly integrates the client personnel who act as change management
champions and coaches to help successfully enable change.
Open Data Platform Planning
With the volume of government data growing and citizen’s expectations of data sharing and transparency increasing, local governments are investigating new approaches for sharing their data. Stern Consulting has supported organizations developing their open data strategies, identifying which data to share, and developing tools so constituents can utilize the data.
public sector organizations are turning to social media options
such as Twitter, Facebook, and Smartphone applications, it is becoming
increasingly more complex to integrate these applications with CRM.
Integration provides new channels to communicate e and collaborate
with constituents as well as developing holistic view of their interactions.
Stern Consulting supports organizations to ensure that their social
media initiatives are meticulously planned, well executed, and consistently
Consulting has conducted multiple BPR sessions designed to optimize
the new the processes created by the solution deployment. Our focus
is not to automate a poor business process, but to leverage the
impact of the new solution to optimize a business process. In addition
to establishing future state process maps, which incorporate personnel
and technologies, we have also developed Key Performance Indicators
(KPIs) and have created new reports and executive dashboards.
Detailed BPR Approach
Consulting has developed many business case for clients seeking
to pursue new software solutions. Each business case is customized.
However, most business cases contain the following elements:
1. Developing the optimal strategy
2. Documenting the current state
3. Proposing a future state
4. Developing a gap analysis
5. Improving efficiency of response/action
6. Capturing and tracking relevant process and metrics
7. Identifying reporting needs and requirements
8. Determining the financial, investment and ROI data
9. Recommending a preferred solution
Detailed Business Case Development
Consulting has established a formal process to develop
an ROI and business case analysis, with special emphasis on defining
the opportunities and providing the methods to measure the project’s
impact. Spencer has developed a project approach as well as tools
and templates to be used during the process. The ROI approach has
identified potential cost savings, such as:
Providing information in a single easy to access environment
Simplifying and streamlining reporting requirements
Reducing the number and length of forms
Enabling transactions to be completed quickly
Identifying new revenue streams
Assisting constituents to understand which regulations apply to
them and how they can comply
our extensive network within the municipal market, we are able to
conduct thorough benchmarking initiatives so clients can compare their
service levels, metrics, and overall performance against other best-in-class
Definition Development and Request for Proposal (RFP) Development
Consulting supports clients in developing detailed requirements
for software. A requirements definition project determines the key
business, technical, and functional requirements that would be required
for a software application to ensure that it meets the client’s
Requirements Definition (RD) process it very critical to the overall
success of the Request for Proposal (RFP) process. If the requirements
gathered are not accurate, the proposed vendor solutions may not
fit the client’s needs and be able to address their key issues.
To guide our RD efforts, the following approach will be utilized:
1. Start from a baseline.
2. Write requirements in clear and concise statements that permit
3. Focus on future state needs.
4. Consolidate similar requirements and system-wide requirements
5. Organize requirements by function, module, and/or process.
6. Perform a preliminary fit-gap analysis.
7. Outline system-wide issues.
the RFP is issued, Stern Consulting will support client’s
analysis of proposals. Stern Consulting points out critical issues
for clients to consider in making its choice. In addition, Stern
Consulting will provide a tool for the client to evaluate and rank
the RFP responses, which will aid the discussion on which vendors
are selected to return for the on-site demo.
Detailed RFP Development
Outreach / Marketing Communications Plan
the client desire to move forward with their implementation, a critical
success factor is developing a comprehensive educational outreach/marketing
communications plan. This plan will play an important role in ensuring
the smooth implementation of the client’s change management
initiative. The plan helps to document many of the change management
initiatives that should occur to move the proposed implementation
forward. The proposed plan should consist of the following components:
1. Overall Strategy
2. Resources Required (internal and external)
3. Targeted Segments
4. Tactics/Devices Deployed
with Educations of
and buy-in can be achieved through several means including training
sessions, marketing materials, and general inclusion in planning activities.
Our focus in this service is on stakeholder alignment and training
of key personnel.
Hardware / Software Topologies and Architectures
have defined technical architecture solutions for the multiple information
technology solutions. The proposed architecture focuses on not only
the components required to deploy a new solution, but how the solution
integrates with existing systems.
often, organizations are pitted against vendors that have negotiated
contracts many times before. Understandably, software vendors and
their implementation partners want to maximize profit and minimize
risk. Stern Consulting has developed a unique competitive contracting
advantage that is utilized to even the playing field between the
vendor and client. Stern Consulting partners have reviewed more
than 100 public sector information technology procurements in the
past ten years and bring to bear significant expertise in identifying
cost savings opportunities for clients.
Detailed Contracts Negotiation Support