our work
Customer Survey
SynaVoice supports a federal agency in developing and conducting their annual customer satisfaction survey distributed to more than 45,000 federal customers. Survey results are used to set priorities and develop action plans.
SynaVoice works with the business lines to develop a common set of survey questions and response scales; cleanses, formats and aggregates the customer data for input into the survey; programs and tests the survey in an industry-leading digital survey platform; develops external communications to accompany the survey; analyzes the data and produces more than 30 reports for management.
Technology Survey
SynaVoice worked with the PR Council to deliver and analyze a member survey to explore use of technology in marketing and communications.
Organizational Assessment
SynaVoice supported an internal departmental review for a financial services Fortune 50 company to define current state and recommend improvements to ensure alignment of processes and resources with industry best-practices.
Insights
Stakeholder Outreach
Millennial Outreach
SynaVoice developed a social media strategy and campaign to attract millennial first-time home buyers for a federal housing agency. The campaign addressed commonly held misconceptions about buying a home. Vertical video and digital ads are used to drive traffic to a website for more information. The campaign is designed to improve the image of the brand with this important buying segment.
Outreach
SynaVoice developed a suite of outreach materials for a federal housing agency. More than 120 fact sheets, brochures, and postcards were developed for both online and offline distribution. The materials explain policies and programs in plain English for a multitude of stakeholder groups including lenders, appraisers, internal staff, and consumers.
Online Service Catalog
SynaVoice created an online catalog for a federal finance agency to market priority Information Technology (IT) services to other federal agencies to raise awareness and gain customer participation. Geared towards CFOs of federal agencies, the catalog provided a high-level look at the most critical information around priority services.
Outreach Program Video
SynaVoice developed a 14-minute video highlighting the positive results of a customer outreach program implemented by a federal finance agency. The video details five years of customer survey results demonstrating increased participation in the survey, increased customer satisfaction as a result of the action plans developed from the survey, and an improved customer experience.
Curriculum Design
SynaVoice supports a government organization in expanding their curriculum and course offerings to stakeholders on Capitol Hill. The courses align to the leadership, management, and administrative learning paths. Course topics include communications, constituent relations, and office dynamics. SynaVoice is currently developing courses on public relations crisis communications and Train the Trainer.
Training
Customer Experience
SynaVoice developed a series of courses for staff of a government organization on Capitol Hill designed to improve their customers' experience. The series focuses on consultative standards and applying them to real-life situations.
Policy
Policy Consolidation
Policy Process & Editing
SynaVoice supports policy development at the US Department of Agriculture Office of Homeland Security as a prime contractor. SynaVoice developed and implemented an editing schedule that helps the office to more efficiently develop and gain approval for internal policies.
Process Nomenclature
SynaVoice provided recommendations to streamline the customer-facing onboarding process at a federal financial agency. We synthesized multiple legacy IT Systems Development Lifecycle processes and created a common nomenclature for onboarding new agency customers. We developed a Reference Guide and Quick Ref slick sheet in a user-friendly format to increase use and adoption across the organization and improve the customer experience.
SynaVoice assisted a federal housing agency to consolidate their policy into a comprehensive, authoritative handbook. The handbook consolidated more than 650 policy artifacts and translated hundreds of pages of policy into a consistent and coherent format. SynaVoice worked with the agency to develop a more efficient process for releasing policy and provided project management for the quarterly release of policy updates.