Recent Projects - Page 1
Ohio Department of Job and Family Services (ODFJS)

Throughout a 10+ year project control office engagement, the ACG team has been instrumental to the agency�s success, and continues to provide services for a multitude of systems development and build-out projects for numerous ODJFS bureaus. The resultant ODJFS enterprise telephony systems and network now supports more than 5,000 agency employees across various locations in Ohio and provides invaluable and critical services for the citizens of Ohio ensuring their health, safety and wellbeing.

Highlights of the team�s services and accomplishments include:

  • Networks / Telephony: Developed the network infrastructure design and legacy PBX to VoIP Telephony migration strategy. One major aspect of which included the implementation, testing, and provision of post implementation support for 3 large campus telephony installations consisting of approximately 3000 IP telephones & 20 remote facilities with an additional 2000 IP endpoints.
  • Consolidation / Shared Services: Assisted the Unemployment Compensation division with creating and deploying a statewide strategy to consolidate 62 offices into 25, including 6 centralized call centers, while eliminating customer walk-ins and introducing advanced self-service / IVR options. Additionally, ACG created an inter-agency �shared services� technology plan for the Office of Budget and Management (OBM) and ODFJS, which included scope for implementations, service level agreements and costing models.
  • Contact Center Technology: Development and build out of a Contact Center infrastructure which supports over 1000 ACD agents across 25 sites, consisting of IVRs with host / CRM integration via CTI, and Call Center functionality that includes advanced skills-based ACD, Quality Monitoring, Predictive Dialing, Automated Dialback, & Workforce Management systems.
  • Oversight & Acquisition Support: Provided project management and control through standard methodologies, and oversight and independent verification and validation of a complex, multi-vendor/solution environment. Supported JFS with product and solution evaluations. Prepared solution comparison matrices, and developed RFP and other acquisition documents, and continued assistance through vendor Q&A, reviewed and scored proposals.
  • MITS Project Support: ACG was engaged by ODJFS to provide professional consulting support to OHP to conduct a MITS Project Assessment and improvement recommendations. ACG developed and provided a MITS Assessment Report that included Go-Live Testing, Training & Implementation Strategy comprised of written observations and recommendations of MITS project deliverables and processes, to support the ODJFS targeted implementation date.

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Ohio Office of Information Technology (OIT) / Ohio Board of Regents (BOR) – Phase I

Working with the OIT and BOR teams, ACG developed and wrote a comprehensive, defensible RFP for the procurement of next generation hosted VoIP telephony services for all State government users. The chosen solution will replace all Centrex services in the State. This RFP was successfully released and a solution provider chosen, that will provide the state with services for an initial user community of 50,000+ users for an initial contract term of 5 years valued at $39 million +. Activities included detailed business and technical requirements gathering, solution design planning, RFP writing. Development of scope statements, scoring and selection methodology, vendor Q/A assistance, proposed solution evaluation, scoring and selection consultation.

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Ohio Office of Information Technology (OIT) � Phase II

ACG assisted OIT / DAS / OARnet & CBTS with agency Next Generation Telephony System (NGTS) migration readiness by performing assessments of an agency’s voice / data network current state, provided remediation recommendations (as necessary), provided assistance to complete CBTS documentation, high-level implementation oversight and support, and assistance with transition to support.

Additionally, ACG assisted DAS/OIT with: review of NGTS service acceptance criteria and the planned deployment schedule with consideration for end-point deployment commitments; ensured pilot testing of all integration points, trunk capacity, and system feature / functions are executed and that testing results / progress is tracked and aggregated; reviewed project ‘as built’ documentation to ensure completeness and accuracy; and performed analysis of planned service ordering process, agency / OIT / OARnet billing and cost recovery process (including agency / OBM cost modeling as necessary), transition to support process, and post go-live support infrastructure and Centrex retirement requirements (e.g. service disconnects, equipment disposition / salvage).

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Ohio Bureau of Workers Compensation (BWC)

ACG performed a current state and future state analysis of BWC telecommunications environment and recommendation.  This included capturing the current environment, considering all available options, and looking into the future and delivering a recommended roadmap that can be followed over the next 12-24 months that will benefit BWC’s customers, management, and, ultimately, the bottom line.

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Ohio Workforce Investment Board – Area 7 (WIB)

Assisted the Workforce Investment Board with the preparation of a Request for Proposal to provide an integrated web-based customer data tracking, case management, and funds accounting system to be used by 43 Area 7 member counties in providing services to universal customers, case management for eligible adult, dislocated workers, and youth, as well as financial tracking in compliance with all applicable federal, state, and local rules, regulations, and policies.

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