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Community Relations:
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| Past Performance |
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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.
Government
Private Sector
- ENSCO, Inc.
- GTE, Inc.
- Booz Allen Hamilton
- Deloitte, LLP
- Grant Thornton, LLP
International
- Jamaica
- Philippines
- Department of Social Welfare and
Development
- Millenium Challenge Corporation
- World Bank
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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Pennsylvania
Department of Transportation (PENNDOT)
Benchmarking and Program ManagementHGM
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.
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Washington Suburban
Sanitary Commission (WSSC)
Training and Development, Strategic Planning
and Organizational DesignHGM 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.
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UWI/Cupide
 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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