Client Profile:

• Federal government agency with sites nationwide, 55,000+ employees, and 12 administrations
• Multiple Deaf and Hard of Hearing employees across various departments (finance, engineering, IT, etc.) 

Client Challenge:

• Employee turnover: Administration re-assignments and department organizational structure adjustments disrupted HQ, internal, and external communication. Our clients lacked a consistent point of contact or standardized mechanism to procure service requests.
• Schedule coordination: Individual and department meetings and presentations were canceled or rescheduled due to limited availability. There were overlapping and, at times, conflicting service requests.
• Reports and Budget: Difficulty with documentation and volume tracking across multiple sites and employees. Lacking oversight and management across cost centers and POs following the fiscal year

The PI Customized Solution:

• PI established a dedicated account project manager who was available to answer calls or emails and guide all employees from start to finish. We created several online account profiles for employees to initiate service requests independently. These processes were all accessible by various supervisors to monitor and approve.

Results:

• In contrast to working with several independent contractors, the agency now has access by single contact to our entire network of providers.
• Our clients reduced cancellations, increased productivity, and improved effective communication between colleagues.
• Our services helped open up departmental team- and project-leadership opportunities for the Deaf/Hard of Hearing employees.
• Data and statistical reports are now compiled and archived with a centralized accounting manager for each department and employee. Active account monitoring is currently supported to track costs and budget constraints and facilitate any required finance modifications.