Selected Examples of TATC Consulting’s Research and Evaluation Experience

Conducted a Training and Certification Program Review

Since 2005, TATC has been partnered with the National Institute for Literacy within the U.S. Department of Education to conduct a review of the Bridges to Practice (B2P) training and certification program. This work has included reviewing the training and certification process and materials used to train the trainers; conducting a benchmarking and best practice study on training and certification programs; evaluating the outcomes of the B2P program; conducting interviews with participants and trainers of the B2P program; conducting focus groups with target audiences of the B2P training to determine training needs; assembling a panel of experts and working with those experts to conduct a comprehensive literature review to identify the most current and rigorous research on serving adults with learning disabilities; assembling and working with reviewers of the literature review; developing a new training and certification program and all associated materials (Learning to Achieve) to better reflect the current literature and best practices in the field of training and working with adults with learning disabilities; and developing and hosting an e-learning Accommodations module being used as a stand alone training as well as in conjunction with the face-to-face program. In 2009, we launched the new training of trainers program called Learning to Achieve: A Research-Based Training on Serving Adults with Learning Disabilities (L2A). This program includes both face-to-face training modules and e-learning modules.

Established, Implemented, and Evaluated Customer Service Initiative

TATC was awarded a contract to establish, implement, and evaluate a customer service plan to improve the quality of services (i.e., how well the work is done) and service quality (i.e., how the customer feels about the experience) in a Department office. Customers fell within three categories:  (1) political appointees, (2) staff who work in program offices, and (3) staff from other offices within the agency.  Key tasks on this project included conducting employee and customer focus groups, determining a customer service framework based on an analysis of the trends in the data, developing an approach to providing customer service, providing training on how to implement the approach, and developing a plan to evaluate the implementation of the approach including a customized annual survey and a mini-survey.

Assessed Equal Employment Opportunity Complaint Processing to Increase Effectiveness

TATC assessed and analyzed the performance of the Office of Resolution Management (ORM) EEO Counselors, Intake, and Special Investigators and processing services at headquarters and field offices located across the country to identify opportunities for improvements and best practices.  This work included conducting project planning meetings and developing a work plan, developing a customized evaluation instrument, conducting an assessment of EEO Counselor, Intake, and EEO Investigative Specialist performance through observations, interviews, review of work product, review of customer satisfaction survey data, and employee satisfaction data.  The project also included mapping and analyzing current process flows to evaluate process outcomes including customer satisfaction, suitability, and timelines. Recommendations were made for specific improvements in work process flows, and addressing competency gaps. Based on the results of the assessment a training program was designed, developed, and delivered to meet the competency gaps.  Recommendations were made for a continual process improvement initiative, coaching for field managers, and field office realignment to meet the strategic goals of the organization. 

Conducted an Organizational Assessment

TATC conducted an organizational assessment to determine the key factors that would improve its effectiveness, efficiency, and collaboration among staff. The assessment focused on data gathering and diagnosis. The process of data gathering involves reviewing documents, organizational structure, and employee survey results, as well as conducting individual interviews and/or focus groups.  TATC employed a well-researched diagnostic framework that focuses on six key areas of organizational effectiveness which need to be properly aligned for the organization to function at its best. The model also looks at the demands and influences of the external environment and the impact on the operation. 

Designed and Developed an Evaluation Process to Assess a Rightsizing Initiative and Change Management Program

TATC developed an evaluation project plan, defined evaluation research objectives, develop evaluation research items, select appropriate evaluation research methods, designed the evaluation study methodology, developed a plan to implement the evaluation study, and collected and analyzed the evaluation data including a customized online survey.