Service Offerings

Assessment and Strategy

Assessment and Strategy

Working closely with your operations team, InTelegy takes a holistic approach to redesigning the service delivery model. This ensures operations are set up for success in delivering the desired client experience. 

The first effort in any engagement is the development of a Strategy and Plan. This serves as the blueprint for our collaborations with your team. During this phase, experienced InTelegy consultants work closely with your team to design the desired Client Experience and incorporates best practices for Public Service & Non-Profit Agencies Service delivery. During the Assessment, Strategy and Plan phase we analyze the following areas:

Program and Service Center Objectives


Customer Service Technology

  • Workload Distribution / Task Management
  • Lobby / Appointment Management
  • Website & Mobile Applications


Self-Help Technology

  • Kiosk Technologies
  • Online Options
  • Automated Communications


Customer Service Processes Performance Management Staff Modeling and Scheduling Training / Skills Development Metrics / Reporting

InTelegy’s analysis and recommendations are delivered in a detailed report with supportive documentation. Assessment, Strategy & Plan document includes:

The Assessment, Strategy and Plan document includes:
  • The desired Client Experience
  • Findings by department; strengths and challenges
  • Business Model decisions and recommendations
  • Proposed customer service processes and Best Practices
  • Proposed technology additions and improvements
  • Budget and cost estimate
  • Productivity and staffing estimates against benchmarks
  • Proposed implementation timeline
  • A comprehensive project plan
  • Design and implementation committee charters, roles and members