SGL Consulting is proud of the relationships it has built with clients across many industries. Our team enjoys a variety of projects with organizations small and large, and is able to bring depth and breadth of experience to help solve our clients’ challenges. We are particularly proud that close to 100% of our clients seek our services on a repeat basis.

Working hand in hand with clients to achieve their goals, we have had the pleasure of supporting numerous organizations. The project snapshots below represent a sample of our work over the past several years.

• U.S. Department of Veterans Affairs
• Federal Communications Commission (FCC)
• IBM Corporation
• U.S. Department of Commerce, National Telecommunications Information Administration (NTIA)
• U.S. Air Force
• Unisys
• U.S. Department of Homeland Security, United States Citizenship and Immigration Services (USCIS)
• U.S. Institute of Peace (USIP)

U.S. Department of Veterans Affairs (VA)

Agent Orange Fast Track Claims Processing System

This highly visible program required the new claims processing system to be designed, developed, tested, and launched in 105 days from contract award. As Operations Planning Lead, oversaw three critical work streams: Help Desk, Training, and Paper Conversion Operations. Oversaw design and development of Help Desk including managing launch activities, subcontractor relationship, and contractual compliance. Led training team from development of training plan through development and delivery of two-day train-the-trainer sessions for VA users, including development of Training Manual, User Manual, and all training materials. Led Paper Conversion Operations team including scanning, OCR, indexing of paper forms, outbound correspondence and inbound mailroom activity. Redesigned original process for incoming paper forms and outbound correspondence, established operations reports to monitor process, and assisted in troubleshooting and refining process post-launch.

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Federal Communications Commission (FCC)

Digital Television (DTV) Call Center Support Services

Served as a member of the contracted vendor's program management team responsible for coordinating the operations of the various agent sites and working with the FCC to determine changes in staffing and other modifications to agent operations. Coordinated agent-related activities including training, call monitoring, and knowledge management system content. Worked closely with representatives from the FCC and each of the partner call center organizations on a daily basis and served as the key liaison with the FCC program office.

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IBM Corporation

Subcontractor on a variety of engagements for delivery and proposal support, including NTIA DTV Converter Box Coupon Program, VA Agent Orange Fast Track Claims Processing System, and U.S. Air Force Financial Management Transformation.

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U.S. Department of Commerce, National Telecommunications Information Administration (NTIA)

Digital Converter Box Coupon Program

Managed all call center activities, including oversight and coordination of the delivery of service from three subcontractors providing several hundred agents at three different sites and at-home agents. Identified and implemented operational improvements, IVR enhancements, and call routing changes to increase caller success rate and provide a positive caller experience.

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U.S. Air Force (USAF)

Financial Management Transformation

As CRM Adviser and Contact Center Subject Matter Expert (SME), worked with the client to develop the overall CRM and contact center strategy and vision. In addition, led the organizational design and operating structure for the center while serving as an adviser on contact center operations, functional requirements for the CRM application, training, facilities, knowledge management, performance management, change management, workforce management and ACD/IVR flows and scripts.

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Unisys

Strategic Planning

Assessed account team organization structure and internal operations to develop recommendations for improvements. Interviewed key individuals on the account team, synthesized and analyzed findings, and formed recommendations. Facilitated a session to reach team agreement on proposed changes, actions, and next steps.

Proposal Support

Assisted on multiple successful proposal efforts including BPAs and Task Orders; authored various sections including the Executive Summary and Technical Approach.

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U.S. Department of Homeland Security, United States Citizenship and Immigration Services (USCIS)

Business Transformation (performed as an Associate of The Legacy Network)

- As one of the business leads for a Working Integrated Product Team (WIPT), established weekly schedules aligned with program milestones, facilitated daily meetings focused on strategic decisions and the development of new business processes to support the core transformation effort.

- As User Experience Lead, developed the initial framework for the overall user experience for both internal and external users of the Integrated Operating Environment (IOE). Co-developed approach for user experience and user interface design. Led development of Personas and end-to-end user experience flows.

- As Customer Service Subject Matter Expert (SME), worked directly with the client to determine how to minimize the gap between the customer service needs and the capabilities being deployed in the phased implementation of the IOE.

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U.S. Institute of Peace (USIP)

Source 1

As project manager for the development of a new knowledge management repository, oversaw all development, testing, launch, and training activities to ensure timely implementation. In addition, finalized all requirements via facilitated sessions, developed and executed test plan, prepared all communications, and identified and coordinated legacy data transfer for initial content. Developed and delivered all user training, including creation of a User Guide and an Instructor’s Manual and conducted train-the-trainer sessions to prepare USIP staff to deliver future training sessions.

Staff Orientation Program

Developed and implemented an entirely new start-to-finish process for bringing new employees on board at the Institute, including a complete orientation program. Developed a New Employee Checklist, created a New Employee Orientation program and guide, facilitated cross-departmental agreement for the new process, and led the activity to pilot the new process across the organization.

Human Resources Department Support

Supported multiple projects including:

- Compensation study to assess competitiveness in the marketplace, including development of survey tool, conducting the survey, and analyzing and presenting results to senior leadership team

- Development and delivery of Training Effectiveness course and full-day Facilitation and Meeting Management course as part of broader professional development and internal training curriculum

- Design of new performance appraisal process, including training for all managers and staff

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