Key To Our Success: To ensure success with our clients, Segula implemented a high-touch reporting process. All contractors on site at the Agency were required to complete and submit a report with their weekly timesheets. The weekly status report detailed the consultant's activities and achievements for the week, as well as objectives for the following week. It also outlined any issues that need attention and provided an opportunity for the consultant to make suggestions with regards to additional resources required or opportunities for service quality improvements. During the course of the engagements, these reports were made available to the client management upon request. In addition to the weekly reports, the Segula team also instituted monthly reports that formed the basis of monthly meetings or discussions with the client's management team.

 

The County Public Transportation Agency, challenged with managing the County's freeways, streets and mass transit systems for its 2.8 million citizens, and a strong user of augmented technology staff, needed to streamline and drastically narrow their IT services vendor pool with the ultimate goal of developing an effective and ongoing relationship with a technology staffing partner able to accurately deliver a vast array of technologists in a timely and consistent manner.

The County Government Agency held a vendor selection process starting with over 50 vendors including multiple incumbent vendors. After a written proposal phase, a panel interview phase, and a best and final offer phase Segula was selected as a new resource, and one of only five chosen and given a three year contract for services.

The Segula team set out to understand the needs of the County Government Agency by setting meetings with the heads of their information technology groups. We went through what we call our client discovery process; this process allows us to learn about our new client's environment, both from a technical and a cultural perspective; to learn about their project plans over the next twelve to eighteen months; and to learn about their expectations of us as a service provider.

The information gathered during client discovery allowed us to plan proactive recruiting around the client's project plans. When the client had a need for an IT contractor, the groundwork we had laid meant that we could respond quickly and accurately.

In responding to their requirement we would submit three candidates in a proposal format. This format included candidate biographies based on our interviewing, a minimum of two references for each candidate, and résumés in a common format.

When one of our candidates was called for interview, we would accompany them to the site, and if requested by the hiring manager we would also sit in on the interview.

After selection of our candidate, we met with the manager and candidate in order to complete the project orientation meeting setting objectives for the project and expectations for all parties in terms of reporting project progress and milestones. The project orientation meeting also includes discussion of operational issues, such as when and how issues should be escalated, alternative points of contact for both the client and Segula should primary contacts be unavailable and day-to-day issues such as hours of work, dress policy etc.

When a contractor was due to finish we would again get together with the contractor and the client manager to complete an exit interview. The exit interview meeting acts as a forum for the Client, the Segula account manager, and the consultant to discuss how the project has progressed, and to make suggestions for process improvement in future. The project completion meeting also allows us to ensure that all necessary steps have been taken to transfer all knowledge back to the County.

Results:

During the first year of our service agreement with the client they recruited IT contractors on six occasions; of the field of five approved vendors, Segula filled an outstanding 50%... three of these first six requirements.
Since 2001, Segula has placed contractors at this Agency with the following skills; network administration, computer operations, application and database development and conversion, and project management. Our efforts at this client have been very well received. Based on our continuing success, in 2004, our contract was renewed for another 3 years.

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