InspiriTec is a non-profit organization that enables people with disabilities and other disadvantages to gain skills and jobs in Information Technology (IT) professions. InspiriTec offers Call Center and IT services, case management, counseling, transportation assistance, assistive technology, and job readiness training. Due to its specialized expertise, InspiriTec was invited to administer a new Consolidated Contact Center (CCC) for the Department of Defense (DOD). Many returning veterans and Wounded Warriors were to be employed in a wide variety of Customer Service positions within the Contact Center. PowerHouse collaborated with InspiriTec on the development of a Performance Work Statement. Our consultants assisted InspiriTec in constructing feasible project plans to fully realize and implement a well-run, high functioning Contact Center to re-employ returning and injured veterans.
Planned Parenthood of Northern New England
Planned Parenthood of Northern New England (PPNNE) is the largest reproductive health care and sexuality education provider and advocate in northern New England. The organization is comprised of 29 locations connected mainly via a Wide Area Network. Growth, technology advancements, and a desire to provide improved care to clients contributed to the IT department’s decision to evaluate current approaches, tools, and technologies and maximize return on investment and use. PowerHouse assisted IT to assess the current state and develop a Strategic Road Map for moving forward in the areas of Call Center functionality, WAN performance, and telecommunications infrastructure. In an ongoing relationship with PPNNE, PowerHouse completed a comprehensive assessment of the IT department that focused on major tasks performed, resources, and technology. We also provided Implementation Management services for the implementation of several telecommunications upgrades and enhancements across all sites.
Planned Parenthood of Western Washington
Planned Parenthood of Western Washington (PPWW) is the largest reproductive health care provider in the Northwest. PPWW’s Call Center, located in Tacoma, plays a pivotal role in assuring that patient appointments are made easily, accurately, and in a timely manner. PPWW sought to identify potential gaps between the Call Center operation and the organization’s vision and business goals – now and for the future. PowerHouse combined Strategic Planning initiatives with a Call Center Operational Assessment to evaluate the alignment of strategic objectives to tactical Call Center execution. Based on identified business drivers, we pinpointed opportunities for improvement and recommended a set of viable solutions for the short- and long-term.
SEIU Communications Center
PowerHouse assisted the Service Employees International Union (SEIU) to develop a Business Feasibility Plan for its New York City Communications (Call) Center. The project sought to encapsulate management’s developing vision for the Communications Center and its value enterprise-wide. The plan outlined operational components, overall structure, and financial metrics critical for maximizing the business value and operational viability of the Communications Center. PowerHouse made specific recommendations for daily operations, metrics, and tools for the Center’s financial management. We continued to provide ongoing consulting support to SEIU related to operational improvements, recruiting efforts, development of call quality database applications, and strategic planning.