Project Management Technology Solutions Enables Superior Customer Service

Joseph Danyluk
Faithful+Gould has recognized that project and program management consulting (PPMC) has become an important service line for our government initial outfitting and transition (IO&T) projects.

After listening to our clients' pain points, PPMC has allowed us to analyze their project and program management processes and recommend improvements in line with industry recognized standards. For our IO&T projects, we have had success utilizing Primavera Unifier, which has allowed for a step-by-step business process to shorten the time it takes to get equipment through to purchasing. It has also simplified the process by giving our clients a direct link to pertinent documents related to the approval. Previously, our clients would have to search for documents or enter repetitive password entries to access information related to the equipment.

Our first project using Primavera Unifier is nearing closure at KACH and the system has exemplified many positive improvements for both our team and the client.

We are currently utilizing PPMC on three projects including Keller Army Community Hospital (KACH), U.S. Army Medical Research Institute of Infectious Diseases, Weed Army Community Hospital and has been recently introduced to the latest phase at the Camp Zama Health and Dental Clinic.

Our first project using Primavera Unifier is nearing closure at KACH and the system has exemplified many positive improvements for both our team and the client.

Prior to our contract at KACH, we relied primarily on SharePoint as our document repository to reference for approvals on equipment. Each document had to be pulled from the portal, inserted into a template email notification and then sent to the Health Facility Planning Agency (HFPA) for the first approval. Following HFPA approval, a second email was generated to get additional authorization from the Huntsville Engineering Support Center (HNC). This laggard process involved too much extraneous activity on both ends of the process and sometimes proved to slow approvals down. Our clients also had complaints about the intermittent accessibility requiring passwords each time they opened new documents.

The average turnaround for approval prior to implementation was roughly five days. Now that Primavera Unifier has been implemented, responses are coming in at almost half the time!

Primavera Unifier has refined the whole process. The convenient notification with direct links to the login screen takes the user straight to the bid package ready for approval. All the attachments and necessary documentation is placed in one location and moves with the bid package through the business process in Primavera Unifier. The team no longer has to relay bid packages between HFPA and HNC.

The average turnaround for approval prior to implementation was roughly five days. Now that Primavera Unifier has been implemented, responses are coming in at almost half the time! For the team this was a real-time comparison of how valuable the new system is compared to the old.

Although the development of the custom business processes was challenging to achieve it was worth the hard work for the benefits our clients have gained. There is a small learning curve for some of the users that have not used Oracle systems or have not be introduced to Primavera Unifier but the simplicity that has been introduced to the procurement approval overshadows the complications involved with using new software.

Although the development of the custom business processes was challenging to achieve it was worth the hard work for the benefits our clients have gained.

Our team has come a long way with the new procedures and has made great progress with the latest version put into production. Our clients are continuously looking for ways to improve business; they may have the people and resources but their infrastructure system is in need of organizational and structure design and process advisement. We listened to the clients' concerns with the old process and developed a great solution utilizing robust capabilities in Unifier. Any initial uneasiness going along with the use of a new system was quickly overcome when the client realizes the simplicity and quick turn-around. As with all contracts, we have different stakeholders and each project takes on its own personality. This is where our customer service plays a big part and the way you conduct system administration with the client plays an even more important role.

Faithful+Gould has been working with Unifier/Oracle for more than 10 years, and has been an Oracle Gold Partner since 2013. We have been deploying Unifier-based solutions for clients, and we apply our constructive expertise when implementing Oracle solutions. Our PPMC service delivery provides expertise at the front end – an essential focus on the strategic management of our clients’ portfolios through business process improvement, governance and technology solutions.