Enhancing the Customer Experience through Quality Assurance and Control
The Library of Congress (LOC) Integrated Support Services (ISS) supports LOC facilities infrastructure. ISS Directorate, which includes the Customer Experience Division. LOC desired to create a better work order processing user experience, including the Facility and Asset Management Experience (FAME) built upon the TRIRIGA application platform – Demand Work Order (DWO) system. LOC did not have an existing Quality Assurance / Quality Control (QAQC) program with documented standards for processes and procedures to manage their work order processing. The workflow did not have metrics to measure performance, such as how long an order takes before resolution, customer notifications providing the status of work orders, work order assignee (i.e., task owner), and analytic reports for decision support.
Building Racial Equity Infrastructure in the TANF (BREIT) Program
The U.S. Department of Health and Human Services Administration of Children and Families (ACF) is a federal agency providing guidance to the State and Tribal TANF programs. However, each State, Territory, and Tribe administers its TANF program according to its specific budget and priorities. The objective of the contract is to engage KLS&A to provide the necessary programs specific tools and resources, assessments and evaluations needed to strengthen program integration of race equity activities and principles for Building Race Equity Informed Tribal Temporary Assistance for Needy Families (TANF) Programs (BREIT).
Diversity, Equity, and Inclusion Organizational Assessment
The City of Evansville, Indiana was founded in 1812 and is located on a scenic bend in the Ohio River. Evansville is the third-largest city in Indiana. The City’s workforce, about 1,200 employees, serves the City’s population of approximately 121,000 people within the city limits and more than 300,000 people in the metropolitan area. The Common Council of Evansville (City Council) is the legislative and fiscal body for the city government. The Council’s nine members are made up of one representative from each of the City’s six districts and three at-large members. Indiana has a “strong mayor” system, meaning the mayor has most of the executive and administrative power over the city’s daily operations. The mayor appoints or removes department heads and has veto power over ordinances passed by the Council. The Council has the final authority for funding and all money spent on behalf of City taxpayers. The city government is composed of about 28 departments and services such as emergency management services, environmental protection services, parks and recreation, fire and rescue, public works, planning and zoning, landfill, water and sewer, libraries, and transportation.
Strategic Planning and Facilitation
The Centers for Disease Control and Prevention (CDC) Office of Smoking and Health (OSH) within the National Center for Chronic Disease Prevention and Health Promotion (NCCDPHP) has four major goals: prevent initiation of tobacco use among youth and young adults, promote quitting among adults and youth, eliminate exposure to secondhand smoke, and identify and eliminate tobacco-related disparities. In alignment with the fourth goal, OSH is developing a new Surgeon General Report on Smoking and Health Disparities and a strategic plan focused on commercial tobacco-related health disparities and achieving health equity.