Compass Innovations Solutions for the Public Sector

Contact Center is a FedRAMP-certified, cloud-based, omnichannel interactive voice response (IVR) contact center platform built on AWS. With automated, intuitive, and customizable workflow and skill-based routing and task management, Contact Center creates a seamless, natural customer and agent experience across voice and chat operations. Our proprietary approach allows clients to monitor equity of services and automate reporting of customer service agents using tone of voice and NLP monitoring. Customer service reports can be generated to identify unconscious bias among call center staff.

Change Navigator is an all-inclusive change management app that supports both end user change management activities (e.g., individualized journeys for user types) and enterprise change management reporting requirements (e.g., identification of users not completing individual journey activities). It supports PROSCI, Five Stages of Change, and other implementation methodologies. With one module, or a combination of service offerings, the app’s centralized platform offers the flexibility and scalability to drive change of any magnitude. Compass | Change Navigator not only supports people, process, and technology changes to augment in-person interactions, it is a powerful tool when being face-to-face is difficult or impossible. Compass | Change Navigator enables rapid change and accountability in a dispersed environment, while delivering a more tailored stakeholder experience.

Program Manager provides a structured approach to managing waterfall methodology projects from start to finish, with tools for tracking how time is spent on tasks and projects, prioritizing project work, sharing files, and monitoring project health, including risks and issues. Digital status reporting tools allow data to be automatically exported into presentation-ready documents for ease of executive briefing.

Agile Project Manager is a full development lifecycle app that captures user stories or requirements and turns them into tasks. Tasks can then be organized into epics, projects, and sprints. Compass | Agile Project Manager also tracks production releases. From a single tool, you can manage backlogs, bugs, and defects, viewing them as a grid or kanban, all with customizable reports and dashboards.

Insights combines data visualization and natural language processing, including language analysis (positive and negative words) in participant surveys, for data analytics.

Using our Fusion℠ methodology, we integrate best-practice workflows and innovation into Compass, helping us repeatedly deliver five-star client satisfaction. We are make our delivery tools available to our clients during implementation so we can work as ‘one team’ collaboratively with client-specific resources to deliver using agile or waterfall methodologies. We support organizations of all sizes across domains (e.g., state government, federal government, health care, financial services, retail) to take advantage of a proven suite of robust tools that equips them to reimagine how employees perform work to deliver services in a more effective way. Our team supports scalable industry best-practice change management and project management methodologies at several of the largest organizations in the world (e.g., CMS, Department of Defense, Veterans Administration). The agile nature of Compass and the ingenuity of our founders will continue to evolve the solution to grow and adapt our offerings. We are real people solving real problems with technology that works.