Recent Projects - Page 3
Ohio Attorney Generalís Office (OAG) - Phase I

ACD captured the current state of OAG’s telecommunications environment, considered available technical alternatives/solutions and standardization options, documented the options and recommended a direction / roadmap in a future state deliverable report that will benefit The Attorney General’s Office.

Read more
Ohio Attorney Generalís Office (OAG) - Phase II

For this phase of the OAG Project, ACG developed a Telecom Migration Strategy which included a plan / schedule for deployment of OIT’s hosted VoIP offering.  ACG further refined business requirements to include: technical specifications, systems integration, training, implementation planning, cost summary and post implementation support.  To ensure that OAG would be ready for migrating to OIT’s NGTS solution, ACG conducted Site Voice Readiness Validation and provided site remediation plans as necessary.  Additionally ACG created Telecom Migration Protocols in order to define and validate internal procedures / protocols for migrating existing OAG business groups / users to OIT’s next generation hosted VoIP telephony platform and post implementation support and administration.

Read more
Ohio Department of Taxation (ODT)

The Ohio Department of Taxation (ODT) contracted with ACG for consulting services in the telephony environment.

IVR Requirements & Contact Center Assessment and Planning – A planning assessment of the current state of the ODT Contact Center environment and recommendation and roadmap for replacing the ODT IVR / ACD environment and ancillary systems. The team conducted a detailed vendor evaluation and identified IVR and/or Contact Center solutions that could potentially meet or exceed ODT’s business and technical objectives. The work products from the assessments resulted in requirements for an RFP.

Telecommunications Infrastructure Cost Savings and Support Structure Analysis – ACG performed an analysis of the telephony environment in an effort to identify cost savings opportunities and areas where implementation of next generation technologies may be beneficial. The research consisted of in-depth reviews of the current telephony and network infrastructures, system configurations on several of the contact center platforms, an examination of current telecommunications carrier circuit contracts, as well as detailed reviews of long distance telecommunication billing statements. The teams met to discuss many of the details above to ensure all appropriate information was captured and ODT supplied all of the available documentation to ACG for purposes of this study. The findings from the research were organized into a “Current State” environment document.

Implementation and Management/Oversight Assistance – Worked with ODT to review vendor scope, budget, and provided oversight assistance for the Aspect UIP IVR, Workforce Management and Quality monitoring system. Performed integration and scripting for the legacy Aspect Spectrum system to the next generation Aspect UIP Contact Center platform. Provided consultation on the engineering of the ODT Qwest trunking solution and provided assistance for the DS3 installation and configuration.

Read more
Ohio Department of Natural Resources (ODNR)

Performed an analysis of the Ohio Department of Natural Resources telecommunications environment and identified areas for short term and long-term improvements along with potential recurring cost savings/reductions.  To ensure that ODNR would be ready for migrating to OIT’s NGTS solution, ACG conducted Site Voice Readiness Validation and provided site remediation plans as necessary.  Additionally ACG created Telecom Migration Protocols in order to define and validate internal procedures / protocols for migrating existing ODNR business groups / users to OIT’s next generation hosted VoIP telephony platform and post implementation support and administration.

Read more
Ohio Rehabilitation Services Commission (RSC)

Assisted the Ohio Rehabilitation Services Commission with developing a Request for Quotes for hardware, software and professional services (implementation, training, maintenance) for its Telephony Replacement Project.

  • Requirements gathering and definition based on Program (business) and technical (MIS) needs
  • Review of current best-of-breed VoIP solutions and vendor selection consulting
  • Request for Information (RFI) development for VoIP - IP Telephony System with Integrated Call Center Functionality
  • Request for Quote (RFQ) development for Avaya VoIP - IP Telephony System with Integrated Call Center Functionality
  • Vendor conferences and Q&A sessions

Franklin County Department of Job & Family Services (FCDJFS)

Through a multi-year engagement with FCDJFS, ACG was involved with several critical, high-visibility projects to enhance services for the citizens of Franklin County.  These included:

  • Case Processing Model Reengineering
  • Contact Center Deployment
  • Provider Interface Enhanced (PIE) System Requirements Development
  • IVR Design and Requirements Definition
  • IT Telephony & Systems Assessment & Remediation Planning
  • Enterprise Consolidation and Move Project Management
  • Workforce Participation Process Reengineering

Read more
Franklin County Auditorsí Office / Data Center

ACG conducted a three-phase process to help the Business Account Representatives (BARs) from the Franklin County Auditor’s Data Center map out a plan to improve service to their customer within the current parameters of the position. Phase I analyzed the position’s workflow, processes and procedures. Phase II was a compilation of data from the customers regarding all aspects of service delivery by the BARs. Phase III used the data and findings from Phase I & II to develop standard operating procedures and performance measures for all aspects of the position. Deliverables included:

  • Analysis of Workflow and Work Processes
  • Standard Operating Procedures
  • Performance Measures
  • Performance Appraisal System
  • Executive Coaching: Managers and BARs