The organization undertook several strategic initiatives since 2013 to improve operations. Key initiatives included reviewing employee skill sets and filling vacancies with qualified staff to better meet requirements. Managers also enhanced support for project managers by creating new program manager positions. Standardization efforts involved developing processes for project management, vendor selection and performance reviews to increase efficiency and quality. Communication and stakeholder involvement were strengthened across departments and projects through matrix teams and design reviews.

1. Strategic Initiatives
Initiatives undertaken since 2013 include:
 Worked toward delivery of services at the expected levels, by review and assessment of
required employee skill sets.
 Filled vacancies by recruitment and strategic hiring of staff with the best-fit
qualifications for the changing requirements.
 Increased overall staff skill level, for flexibility and to better meet required activities.
Accomplished through attrition and hiring.
 Increased team moral and service level by strategic task assignment to employees.
Created learning opportunities.
 Enhanced coaching and mentoring of staff members through teamwork and leadership.
Established forum for mutual learning.
 Enhanced management-level support to Project Managers by creation of 2 new Program
manager positions.
 Developed business case, job description, program charter, and completed staffing
action for new Program.
 Eliminated redundant positions
 Improved stakeholder communications, including other departments, by creating cross-
functional (matrix) project teams.
 Improved efficiency of the design process, by inclusion of project Sponsors and user
groups in design reviews.
 Improved communications and planning, by developing and organizing project
management written data capture and reporting.
 Improved written contracts with vendors in areas such as improved scope definition,
schedule requirements and incentives, alternate delivery models.
 Standardized selection criteria and evaluation procedure for proponent selection.
Contributed toward new procedure.
 Worked toward increasing the vendor base, providing better value for the owners.
 Re-started the process of Vendor performance reviews.
 Increased safety awareness through safety talks, employee training, engaging Safety
department in project planning.
 Improved co-ordination of related projects, by using large-scale mapping, scheduling,
and co-ordination meetings.
 Standardized and unified the project management process by creating a Process Flow
Chart.
 Captured and standardized the most common procedures used by Project Managers,
then developed a Procedures Manual.

2.  Clarified roles and responsibilities of the Project Managers and the Project Management
Team Members.
 Increased customer service, by hiring, training, and mentoring the needed resource to
effectively handle external customer inquiries, and complaints.
 Developed the database used for continuous improvement of Customer Service