HGM Management and Technologies, Inc. Consulting & Training Services





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Past Performance


To demonstrate the HGM team’s experience, the following pages include selected summaries of engagements completed by the firm. The engagement profiles present an overview of the type of work performed and the methodologies employed to provide effective business solutions.


Private Sector

  • ENSCO, Inc.
  • GTE, Inc.
  • Booz Allen Hamilton
  • Deloitte, LLP
  • Grant Thornton, LLP
  • Advanced Resource Technologies, Inc.
  • Price Waterhouse Cooper



General Services Administration, Federal Supply Service (FSS)
Customer Satisfaction Training Design and Delivery

As part of its effort to become the preferred supplier of products and services to the federal government, the Federal Supply Service (an entity of the General Services Administration) undertook a major customer satisfaction management initiative. It contracted HGM as a Sub-Contractor to a large consulting firm, to provide customer relationship management training to approximately 3,500 employees across the United States, who work in various areas such as procurement, marketing, and sales. This training project consisted of the development of a participant guide, tailored specifically to FSS, a pilot course, training delivery, and the creation of course exercises to enhance learning at all audience levels - Executive, White Collar and Clerical. HGM utilized various learning techniques, including Distance Learning, to reach participants nationwide and overseas.

Centers for Medicare and Medicaid Services (CMS)
Organizational Assessment, Redesign Project Management

HGM, as a subcontractor to Andersen, was engaged by the Centers for Medicare and Medicaid Services (CMS) to perform a number of management, administrative, and technical projects. Our work included major information systems requirement analyses, project management, and website development. HGM also performed an organization-wide internal cultural climate review and analysis after a major restructuring of this large federal agency. Surveys were designed, electronically administered nation-wide, and results were analyzed and reported. This effort required high quality statistical methods, tools, and techniques for processing and achieving high performance results. The results from this study were used to design and implement an organizational learning strategy for CMS, to enhance overall organizational performance.

DC Department of Health (DOH)
Cultural & Linguistics Competency Study

HGM was engaged by the DC Department of Health to conduct a study of the cultural, and linguistics competency to support its customers. The firm conducted an extensive data gathering operation to capture information from internal and external personnel on the status of communication systems, emergency management, and approaches between the agency and the public. We identified weaknesses and strengths and developed recommendations to the senior leadership of the agency for improvement of its capabilities, and competency, in delivery of products and services. The work entailed heavy interaction with health care officials, as well as those with responsibility for decision-making functions within the agency and its affiliates.

The exercises surrounding this study were extremely comprehensive and allowed us the opportunity to meet and interact with community members, community-based organizations, political and ethnic groups, volunteer groups, and several business entities serving the District of Columbia’s population. Part of the requirement of compiling this study was a thorough knowledge of the 2000 Census, as well as the cultural and ethnic make up of the DC population.

DC Department of Human Services (DHS) DHS logo
Organizational Assessment

HGM conducted an organizational assessment of the Income Maintenance Administration (IMA) to review existing Medicare and Medicaid work processes and practices, including financial and operational aspects. The team interviewed key stakeholders and process owners, and reviewed documentation to gain understanding of the current environment. HGM performed a limited review of the agency's quality and productivity management, organizational structure, staffing, and employee performance in the implementation of the TANF and AFDC programs. The team also designed a survey that enabled supervisors and employees to describe their current skills set and capabilities. Survey results were used to identify any gaps that existed between required and available resources. The workforce plan proposed strategies for closing skill gaps identified, such as recruitment, contract support, position reassignment, training, and attrition. HGM developed performance and quality assurance measures for the DHS by conducting benchmarking analyses between the District of Columbia and other States/Cities.

DC Fire and Emergency Medical Services (FEMS)
Reform Study

HGM performed a comprehensive study of the DC Fire and Emergency Medical Services (FEMS) agency to support the reform efforts of the District of Columbia’s Financial Responsibility and Management Assistance Authority. Our study resulted in the development and implementation of a Management Reform Plan for FEMS.

HGM interacted with the Federal Emergency Management Agency (FEMA) on matters of conducting research and development for high technology approaches to fire and emergency management procedures. The HGM team performed a major study of FEMS to provide major reforms of these departments, to improve services to the citizens of the District of Columbia. Many aspects of our study involved prevention, preparedness, response, and recovery services for citizens. Various surveys and interviews of citizens, interest groups, stakeholder agencies, etc., were performed.

DC Office of the Chief Technology Officer (OCTO)
Implementation of E-Procurement System

HGM was awarded a contract along with Unisys Corporation. The HGM team is performing a number of services including functional design, change management, training and development for systems integration, and the e-procurement system for the Office of the Chief Technology Officer (OCTO). The implementation and training aspect includes a detailed design and rollout plan; training and knowledge transfer to District personnel; developing a training curriculum and delivering training; and developing a definition of metrics. To meet and exceed the District’s expectations, the transfer of skills and knowledge to District personnel will be a focus of the team throughout the implementation, in ways that will improve organizational performance continuously.

Our implementation approach facilitates the change process by targeting training programs to the District’s needs focusing on both process and technical training. This is achieved by developing a clear implementation and training strategy to close the gap between old and new roles and responsibilities, to achieve performance excellence.

DC Office of Pay and Retirement Services (OPRS)
Business Case Analyses

HGM performed a consulting project, to analyze the payroll and retirement systems for the District providing leadership and support in the areas of benchmarking, financial/economical analyses, re-engineering, human resources management, restructuring, and privatization/outsourcing. This effort entailed re-engineering major business processes, analysis of organizational architecture and structure, change management, team-building and redesigning information systems, to align with new processes and architecture. As part of this tasking, HGM assumed the following subtasks:

  • Conducted Cost and Activity Analysis;
  • Performed staffing/HR studies including workload analyses;
  • Determined Management and Process Capabilities;
  • Conducted Best Practices/Benchmarking Analysis;
  • Developed Options Analysis; and
  • Developed Organizational Transformation Plan.

DC Office of Personnel (DCOP)
Assessment and Redesign

HGM was engaged by the DC Office of Personnel to develop a Human Resource Program for HR Professionals in the District of Columbia Government. This project involved establishing standards and requirements for all agency employees serving as Human Resource Advisors (HRA). Our team established standards and requirements to be utilized by all agency managers and supervisors in working with the HRAs. HGM evaluated and revised existing position descriptions, developed new position descriptions, created career paths, ladders, and competencies for all Human Resource Professionals. HGM’s findings and recommendations were critical to the agency’s ability to anticipate and plan for vacancies, appropriately handle employee discipline and grievance issues, identify training requirements, and advise managers on HR related matters.

DC Office of Property Management (OPM)
Business Process Reengineering and Organization Redesign

The HGM team of consultants performed a business process-reengineering and organizational redesign project, to streamline and enhance the internal and external processes for effective management of all 2,800 real properties within the City. HGM provided significant administration support for the project. Work entailed reviewing the approach to performing property management, capital construction, facilities maintenance and energy management, and improving systems to enhance services. Our team performed strategic visionary sessions, and redesigned structure and processes to achieve excellence. Outsourcing was considered as an option for this effort. This required the use of sophisticated, technologies, tools, and techniques to perform the analyses for development of reports to the senior management.

DC Public Schools (DCPS)
Human Resources Management, Professional Development and Website Development

HGM was engaged by the Director of Human Resources Development to provide a variety of management consulting support services for the DC Public Schools (DCPS) in an effort to achieve transformation to better serve its customers, the children. HGM supported the strategic planning, change management, business process reengineering, project management, systems integration, website design and implementation, recruitment and selection of highly qualified personnel to fill certain positions within the system, training and development, team development, process management, and professional development. HGM performed HR support services for recruiting over 700 professionals for the school system.

HGM delivered a range of technology support services to the DCPS. Our team was charged with developing a complex database system in Microsoft Access to support rigorous manipulation of data for teachers credential monitoring to serve state and local government requirements. The database system was customized to the needs of the various end users with different screens and interconnectivity. The system was interfaced with the People Soft system being installed across the organization.

HGM also provided financial management and analysis consulting services to the DCPS - Office of the General Counsel (OGC). The project included developing a financial database, tracking tool, policies and procedures for processing attorney’s fees for the OGC. The task involved the designing of data capturing forms and database to ensure compliance to the new OGC standards and procedures. The team conducted extensive reviews and re-adjustments to approximately 800 attorney invoices with varying degrees of billing complexity. HGM’s primary task was to ensure that all invoices submitted to the OGC were in compliance with the Federal Court Laffett Rate Schedule. The assignment was successfully completed with the adoption of monitoring initiatives as standards. This project resulted in the saving of approximately $2.7 million dollars to DCPS.

DC Public Service Commission (PSC)PSC Logo
Reengineering, Strategic Planning & Benchmarking

HGM was the consulting team contracted to conduct a comprehensive review of the District of Columbia Public Service Commission. The team completed the work that entailed performing interviews, documentation, focus groups, benchmarking, reengineering, and the reporting on findings and recommendations. They supported the restructuring of the agencies divisions, an Information Technology plan, and a strategic plan to better support the organizational mission. HGM provided consulting support to the Commission in the areas of Organizational Assessment, Organizational Redesign and Development, and Classification/Compensation analyses, including review and development of position descriptions for all staff.

The HGM team reviewed and provided recommendations for improvement of the existing organizational structure and systems supported by performance measurements. The team assessed other aspects of the organization such as the Information Technology needs of the agency, and developed strategic IT plans for future growth and development. The work entailed interviewing a large percentage of staff and conducting focus group sessions with a cross-section of the staff, to determine their current job content while identifying strengths and weaknesses in the processes throughout the organization. A review was also made of the customer requirements of the organization, and a customer satisfaction strategy was developed. The team developed reports containing findings and recommendations for presentation to the senior leadership for implementation.

DC Water & Sewer Authority (WASA)
Program and Project Management

HGM is engaged by the DC-WASA to provide engineering and project management services for the design and implementation of the largest automated meter reading (AMR) program nation-wide. The work requires design, master planning, and coordination for the physical implementation of the AMR equipment and devices to ensure high quality and performance management. Our team leads the effort to perform tasks on time and under budget. The HGM team is also required to provide knowledge and expertise in other areas of this project to include inspection of storm water drainage and inspections of water main and distribution lines. HGM is required to work and meet with high-level DC-WASA personnel to review the status of the project and discuss issues surrounding performance and results.

Anne Arundel County (AAOC)
Training and Development

HGM developed and delivered numerous training programs for employees of the Anne Arundel County (AAOC) Government. The training supported the EXCEL Performance Improvement program and included leadership, customer care, team development, teambuilding, and conflict resolution. HGM also performed several organizational development interventions and analyses to support change management organization-wide. HGM's team developed and delivered training programs across the entire organization in the following areas: customer care, time management, team development, leadership, quality and productivity management. Our team provided subject matter expertise and hands-on support for the project with respect to customer relationship management and systems integration.

Pennsylvania Department of Transportation (PENNDOT)
Benchmarking and Program Management

HGM was a subcontractor to a large consulting firm, performing benchmarking, training, and development for the Pennsylvania Department of Transportation (PennDOT). PennDOT was unique, in that it maintained a multi-modal transportation network. PennDOT’s complex stakeholder base required a sharp focus on continuous improvement for delivering excellent customer services. PennDOT conducted a self-assessment, using the Malcolm Baldrige Quality Award (MBQNA) criteria, which revealed gaps in 5 key areas - including benchmarking capacity. As a result, PennDOT determined that building an organizational capacity through benchmarking would provide a continuous improvement tool for addressing gaps in other areas of the organization.

Several of PennDOT’s goals during the project included the development of its core competencies and resources via benchmarking in order to build a strong organizational capacity. PennDOT also needed to develop a strategic plan for systemic deployment - a way to ensure the successful implementation of these tactical plans on an enterprise-wide basis. To do this, HGM had to prepare the PennDOT teams at all levels in the organization, with knowledge and the right tools for successful benchmarking.

Washington Suburban Sanitary Commission (WSSC)
Training and Development, Strategic Planning and Organizational Design

HGM supported the WSSC with a wide range of executive strategic planning and development. Executives were trained in strategies and systems thinking to build skills for greater leadership of innovative programs. HGM developed and delivered training programs for over 1,000 management and employees of the WSSC. The training included leadership, customer care, team development, team building, and employee 360 degrees high performance evaluation. HGM also performed several organizational development interventions and analyses to support change management organization-wide. Our team performed process reengineering projects and quality management projects for the Commission to enhance customer satisfaction and cost management. Our team provided subject matter expertise and hands-on support for the project with respect to continuous improvement, customer relationship management and systems integration.


HGM Management and Technologies, Inc. (HGM), provided support through a Distance Learning Program to support the Caribbean Universities Project for Integrated Distance Education (CUPIDE), in its efforts to increase access to education and training opportunities. HGM was responsible for the development of the human resources within the region by enabling each university, individually and collectively, to develop and deliver quality distance education programs using Information Communication Technologies (ICTs). HGM identified existing, planned, and potential programs offered at a distance by Caribbean-based tertiary institutions; established tertiary level program needs common to the countries participating in the project, and described preferred learning styles of Caribbean tertiary level students and the implications for the development of electronically enhanced distance education programs.






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