Experts in improving the efficiency of government and citizen programs.

We keep our customers at their best – for their customers.

 

HighPoint Global is a nationally recognized management solutions company specializing in contact center optimization. Our innovative solutions enable our customers to better serve and communicate with their constituents as effectively and efficiently as possible through our constituent support services. The key to our success and the success of our customers is our people – we hire the best of the best at training development and delivery, content writing and scripting, technology tools, sophisticated management methodologies, systems integration and quality assurance services for call centers, helpdesks and other constituent service functions. HighPoint is among the top five, and one of the fastest growing constituent services providers to the Federal government.

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Government programs are created with ambitious goals. But when federal agencies have to deliver on promises, the work is made all the harder by tight budgets and limited staff. Enter HighPoint. We help those agencies succeed by bringing proven expertise and innovative thinking to unique government challenges. Whether it’s optimizing the performance of multiple call centers and helpdesks, integrating and customizing commercial-off-the-shelf (COTS) products that support operations, or providing quality assurance services to ensure best-in-class services, our expertise consistently results in peak performance for our customers. We provide the solutions – including people, skills, systems and work-process expertise – to ensure a cost-effective and actionable path to the best customer experience possible. We achieve this by applying a philosophy of “Good enough is never good enough.” to deliver our project management, quality assurance, and training services to a level that consistently exceeds expectations. But don’t just take our word for it:

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  • What Our Customers Say About Us.

    I want to extend a congratulations and a well-deserved THANK YOU to the Contract Training Team at HighPoint for a successful open-enrollment period. We know 2013 was extremely difficult, and you faced a lot of challenges along the way. In spite of it all, you rose to the challenge and were able to develop great training products. We are very proud of all the hard work and time that went into making sure the customer-service representatives were well prepared. What our agency and the Contact Center achieved this year would not have been possible without your tireless efforts.

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HighPoint is a leading provider of training, content development, contact center solutions and quality assurance services to Federal Government customers and their citizen constituents. HighPoint is a privately held company founded in 2006 that has been experiencing exponential growth – growing a small business with revenues of about $1.5 million to more than $100 million in revenue in 2013. The 2014 American Business Awards named HighPoint as one of the Stevie® Awards for the Fastest Growing Companies in America. HighPoint has also been recognized in the Inc. Magazine’s Top 500 Fastest Growing Companies in America in 2014.

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In 2013, HighPoint was named among the top five providers of constituent support services, and one of the fastest growing managed services providers to the Federal government. HighPoint provides game changing strategic project and performance management to our customers. We partner with our clients to understand issues, create solutions, and implement innovative and effective strategies with measurable results.

We are a nationally recognized Contact Center Optimization services provider, specializing in innovative solutions that enable our clients to better serve their constituents through high-quality training development and delivery, content writing and scripting, and quality assurance services. HighPoint exceeds customer expectations – we give them exactly what they expected, just better.

Much of our work directly benefits the local communities in which we operate. Many of our people also live in those communities, and we want them to be proud of what we do. For our business to thrive, we need communities to trust us to work in the right way and make a difference in their lives. We actively invest in the community through donations, gifts in kind, and employee time every year. The support, growth and development of communities across the country is a core value that drives us to be the best and make a difference.

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  • Our People

    Our goal is to make a meaningful contribution to improving the customer experience of our clients. While we bring a tremendous amount of technology and process excellence to the table, ultimately we know our client’s success comes down to our people.
  • Our Experience

    Following is a summary of our major customers and government agencies we support. Click here to review our case studies.
  • HighPoint Cares

    Much of our work directly benefits the local communities in which we operate. Many of our people also live in those communities, and we want them to be proud of what we do.
  • HighPoint Values

    Our corporate values define the attitudes and beliefs unique to our company’s culture. We have honed this philosophy into 5 “C.A.R.E.S.” that shape our individual behaviors and the way the company behaves.
  • Awards & Rankings

    HighPoint is proud to be honored and recognized by a few prestigious organizations.
We are a people business. Our goal is to make a meaningful contribution to improving the customer experience of our clients. While we bring a tremendous amount of technology and process excellence to the table, ultimately we know our client’s success comes down to our people. We are honored to have passionate people who want to accomplish remarkable things for our customers.

We want our customers to know that we are part of their organization and that our people are committed to enhancing their culture and business results. We train our people to take ownership of our customer’s brand. We invest in rigorous training and engagement programs to ensure that our people are knowledgeable and make use of the best practices available in the industry.

We foster an open communication environment for our people to empower them with ownership and flexibility to do their part in achieving our cumulative goals successfully. HighPoint believes in encouraging our people to live their ambitions in a familial work environment. We support our people in reaching for their personal and professional goals by enriching their work scope, sponsoring their enhanced educations and supporting their personal achievements. We live by our values, called C.A.R.E.S , and we have many ongoing employee engagement programs to support our workforce.

Our Experience & Past Performance Following is a summary of our major customers and government agencies we support. Click here to review our case studies.

Project Name Organization POP Value Services Provided
Training, Quality and Content (TQC) Centers for Medicare & Medicaid Services (CMS) March 2013 to July 2022 $100 million annually HighPoint provides training, independent quality assurance, content development services and process improvement solutions in support of the CCO operations at CMS.  This work directly supports 17 CMS Call Centers across the country providing valuable information and support to the general public seeking information on Medicare and the Affordable Care Act (ACA).HighPoint support to CMS includes the following activities:

  • -PMO implementation/Performance Measurement/Dashboards
  • -PMO implementation/Performance Measurement/Dashboards
  • -Root Cause Analysis and  Issue Tracking
  • -Process Improvement  Data Analysis
  • -Call Monitoring to improve Call Center Performance
  • -FISMA Audit Support
  • -Learning Management System implementation and customization
  • -Implemented world‐class blended learning and coaching
  • -Implementation of CSAT surveys, agent feedback, Social Media monitoring for Call Centers
HIGLAS (Healthcare General Ledger Accounting System) –Claims Processing HHS/CMS 2007-2009 $2.5 million
  • -Overall program and performance management (Progress and Milestone reporting, Issue Tracking, Performance Dashboards, Root Cause Analysis
  • -Process Improvement
  • -Data Analysis/Analytics
  • -Communications Planning and Workflow development/improvements
  • -Quality Assurance
  • -Enabled and empowered three contractors to better coordinate efforts for CMS
Non Profit Call Center Support CEI 2010-2012 $4 million
  • -Organizational Assessment (realigned the management team and consolidated operations and facilities)
  • -Customer service training and coaching
  • -Implemented new Customer Service channels (e.g., web-chat)
  • -Developed methodology for out bound calls, developed training materials and new CSR scripts
  • -Provided analysis and recommendations for new/improved customer service web site
  • -Transformed the contact center culture – from call taker to problem solver
Program Management Support HHS/CMS 2009=2010 $1.5 million
  • -Program Management (Progress and Milestone reporting, Issue Tracking, Performance Dashboards, Root Cause Analysis)
  • -Current and Future State Assessment
  • -Performance measurement and analysis
  • -Recognition from CMS on program management improvements made by -HighPoint
Project Management Services Well Point (Insurance Group) 2006 to 2010 $8 million
  • -Program Management (Progress and Milestone reporting, Issue Tracking, Performance Dashboards, Root Cause Analysis)
  • -Developed a standard project management framework
  • -Aligned all projects with strategic goals
  • -Identified and implemented tools that simplified scheduling and information-sharing
  • -Trained project managers on PM tools and methodologies
  • -Developed dashboards that summarized the scope and schedule of projects
  • -Improved scheduling and performance
Making a Difference in Our Communities. Much of our work directly benefits the local communities in which we operate. Many of our people also live in those communities, and we want them to be proud of what we do. For our business to thrive, we need communities to trust us to work in the right way and to make a difference to their lives. We invest a large portion of our pre-tax profits into the community, through donations, gifts in kind, and employee participation every year. HighPoint really is making a difference. HighPoint is very proud to have an employee-led Service & Charity Committee where employees volunteer to manage all of our charitable activities and events.

Our CEO has placed a priority on assisting families with autism and we have supported several events and donations to further that cause, including a $128,000 donation in 2014 to support a respite care program for Indiana families affected by autism.

Our corporate values define the attitudes and beliefs unique to our company’s culture. We value working with our customers in a collaborative, flexible and imaginative way. We encourage social responsibility and aim to treat people the same way we wish to be treated. Our most powerful tool in improving performance is to instill a more stimulating culture where people feel they can personally make a difference. We have honed this philosophy into 5 “C.A.R.E.S.” that shape our individual behaviors and the way the company behaves.
All HighPoint employees are expected to adhere to the highest standards in dealing with colleagues, customers and suppliers. By setting these standards and by supporting each other, we aim to see the best in our people and subsequently provide the best service for our customers. This is vital to our business.

Our work will be guided and formed by our beliefs and commitments to what we care about:
Client first – We make decisions in favor of our clients without exception.
Agile – We are committed to a culture of moving quickly to solve problems.
Respect – We inclusively respect people, value diversity and are committed to equality and openness.
Entrepreneurship – We foster a culture of innovation and better ways to do things.
Service – We value and recognize contributions to our communities and the countries we serve.

We will continue to build a corporate culture that respects and values the unique strengths and cultural differences of our employees, customers and our communities. We value recognition for volunteering, enabling community engagement and maximizing the impact of civic involvement because HighPoint cares. We care about our clients, our employees, our communities and the countries we serve.

HighPoint is proud to be honored and recognized by the following organizations:

• Stevie Award Winner from the 2014 American Business Awards for Fastest Growing Company of the Year
• Inc. Magazine Top 500 list of the Fastest-Growing Private Companies in America

  • HighPoint’s philosophy and values that express that we really care for our people and our communities is so much more than a slogan. Every day the work we do touches so many lives, and for that we are grateful. Our Charity & Service Team shows our gratitude by giving back whenever and however we can. What a great feeling to be part of a company who puts such faith in what they do and in how we give back. HighPoint, as an organization, has a strong commitment to our communities and the people that we serve. – Ann Eckstein, HighPoint employee

HighPointGlobal-Case-Studies

We don’t just deliver what our customers want.

We exceed their expectations.

  • Value Proposition

    We enable Federal agencies to aim higher with our proven expertise and innovative thinking applied to government challenges.
  • Core Competencies

    We optimize every aspect of our customer’s interaction with their constituents to ensure that they are able to provide citizen services to highest standards.
  • Proven Results

    In a recent customer evaluation survey from our GSA Mobis schedule, including our multimillion-dollar contract with Health and Human Services, we were rated 95% out of 100% in customer satisfaction.
  • Commitment to Our Customers: We enable Federal agencies to aim higher with our proven expertise and innovative thinking applied to government challenges. We ensure that each aspect of a project is considered thoroughly and coordinated effectively, and keep our customers apprised of every element. Whether it’s optimizing the performance of multiple call centers or overseeing the integration of diverse IT networks, our expertise consistently power peak performance.
  • Highly Qualified Staff: We retain the best talent in constituent communications and call center modernization. We hire the best so our customers achieve the best results. We attract the industry’s top managers, project managers, instructional designers, and course and media developers, most with more than 10 years of experience on key projects.
  • Responsive and Agile: Our streamlined management structure provides our customers with direct access to company decision-makers, enabling us to respond quickly to customer needs.
  • Nationwide Renowned Expertise: We are proud to be one of 10 organizations in the United States participating in the development of program and project management standards for the International Standards Organization (ISO).
  • Innovative Solutions: We pride ourselves on bringing the latest technology tools and groundbreaking solutions to our customers. We are technology agnostic, which allows us to choose the best components that suit the customer best.
  • Proven and Tested Solutions: We provide vital support to the Centers for Medicare and Medicaid Services (CMS). HighPoint provides program management, training, quality assurance, and content development to CMS currently. The implementation of the Affordable Care Act brought with it intense public and congressional scrutiny. In this highly visible and important environment, CMS needed a support contractor able to meet deadlines and deliver a first-class product.
  • HighPoint partners with our clients to understand issues, create solutions, and implement innovative and effective strategies. We are committed to staying agile, entrepreneurial, and efficient to produce lasting results for our customers.
  • Contact Center Optimization: From infrastructure to operations, we oversee and optimize every aspect of government call centers and helpdesks to ensure that they deliver the ideal customer experience. We make sure staff members provide accurate information quickly and clearly. We provide training, script writing and social media proactive monitoring technology tools. Other vendors even use our insights to coach and train their representatives.
  • World-Class Learning Systems, Delivery and Management: Our training programs are focused on delivering staff satisfaction, measureable learning, behavior changes and business results. We apply world-class blended learning management systems to deliver the most effective training for every staff member and situation. We help our customer improve their customers’ experience by ongoing analysis of trends and recommendations for improved training.
  • Quality Assurance Services: We verify success through stringent, innovative quality assurance services that study both outcomes and behaviors. We capture 100 percent of calls and electronic contacts and use sophisticated contact monitoring and analytical tools to scrutinize interactions between staff and customers. For example, our speech-to-text analytics can track occurrences of words and topics and identify trends.
  • IT Infrastructure Support and Managed Services Integration: We understand that successful contact center management and operation hinges upon an efficient and reliable IT infrastructure and managed services. We have proven expertise in managing federally-accredited data centers hosting on-premise and cloud based solutions, providing engineering and system integration for both new and existing systems to improve performance, expedite reporting, speed solutions and increase the granularity of data while maintaining the highest security levels that passed government audits with zero findings. We assist our customers by improving their operations and helping them reduce costs while recognizing efficiencies and achieving higher service levels. We improve our customer’s overall security, business resilience and compliance and are flexible and scalable – able to adapt to any changing business condition.
  • In a recent customer evaluation survey from our GSA Mobis schedule, including our multimillion-dollar contract with Health and Human Services, we were rated 95% out of 100% in customer satisfaction.
  • HighPoint captured one million calls in a single month in March 2014 for one customer in the health care industry.
  • Highpoint successfully transitioned a $100M annual project two months earlier than the 5 month customer Statement of Work required.
  • Our employees developed and deployed more than 1,200 training products and trained more than 25,000 customer service representatives (CSRs) for the Centers for Medicare & Medicaid Services (CMS). The result was improved CSR effectiveness and accuracy in responding to questions from Medicare beneficiaries and Affordable Care Act (ACA) Marketplace consumers.
  • HighPoint successfully supported as a subcontractor the quarterly releases of CMS Next Generation Desktop (NGD) through the development of new workflows, reference materials, training curricula, and job aids. All CSRs now use NGD to improve efficiency with caller questions and provide more accurate and timely service.
  • HighPoint has analyzed over 17,000 ACA Marketplace and Medicare calls and 350,000 Marketplace feedback submissions in the 12 months since June 2013. Additionally, HighPoint provided recommendations to CMS for continuous process improvements in agent training, scripting development, and workflows.
  • Our employees launched a call-monitoring program to identify the root cause of customer dissatisfaction based on “low score” customer satisfaction surveys. Once the performance gaps were identified, HighPoint developed and deployed training programs to address the gaps. After the training occurred, we evaluated the impact and demonstrated a marked improvement as a result of the training.
  • HighPoint developed and deployed tools to search and analyze all social media trends related to the ACA Marketplace Contact Center Operations and to proactively reach out to solve consumer problems.
  • As the CEO of Highpoint, I am so proud to be providing constituent services to our government and servicing the needs of the citizens. We passionately believe in the higher purpose we are serving for our country at our company. Our people are very driven and willing to go the extra mile to make our customers look good. – Ben Lanius, Chief Executive Officer

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  • Case 1

    Project Management - Transforming multiple general ledger approaches into a single national system.
  • Case 2

    Project Turnaround - Integrating the infrastructure for separate health insurance companies into a single entity.
  • Case 3

    Project Management - Establish an internal environment and process where successful project management can occur.
  • Case 4

    Project Turnaround - Restart a failing health insurance carrier's high-priority project.
  • Case 5

    Project Management - Improve their CMMI level to allow bidding on more government projects.
  • Case 6

    Project Assurance - Develop and implement the contractor's first system for EVM compliance.
  • Case 7

    Contact Center - Transforming a contact center to save a not-for-profit.

Project Management – Case Study #1

The Client Need: Transforming multiple general ledger approaches into a single national system.

A federal agency required massive amounts of accounting data to perform its mission on behalf of the citizens it serves. The agency worked with multiple contractors, all of whom had their own general ledger systems. Complicating matters was that the overall system had been designed to accommodate only a certain amount of transaction numbers, all of which were expected to be exhausted within the next several years.

Our customer decided that deploying a single general ledger system would achieve economies through standardization, create sufficient headroom, and provide more insight into all aspects of operations. They mandated that all the contractors migrate to the new system on a very tight timetable.

Beyond the time and scope pressures, the project involved extraordinary complexity. In addition to all the internal staff and subcontractors located throughout the U.S., it required the cooperation of the company that was maintaining the legacy system, as well as two massive IT vendors. After preliminary efforts for one of the major contractors stumbled due in large part to poor communication, we were brought in to turn that part of the project around and manage its completion. Contract issues between the contractor and one of the IT vendors consumed six weeks of the original timetable, compounding the inherent risk.

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We believed the most effective approach would be virtual teaming, linking key staff in multiple offices and organizations online, rather than transporting them to a central location. When the contractor expressed reservations about the approach, we developed a two-day simulation to demonstrate to both management and the eventual participants how the process would work. The simulation was a resounding success, and everyone involved embraced the concept.

We also recognized that not everyone was fully cognizant of the project’s vision, so we communicated that vision and the role everyone’s part of the project played. In addition, we became an interface between the three vendors, ensuring that we could clean up and migrate data to the new system.

Our responsibilities expanded to cover three transitions over an 18-month period. By the third, we had set new records for project completion for all of the agency’s contractors. Executives at the agency called it the “smoothest transition they had ever experienced,” and were so impressed with the efficiency of our approach that they presented it to the other contractors as a model.

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Project Turnaround – Case Study #2

The Client Need: Integrating the infrastructure for separate health insurance companies into a single entity.

Divisions of five companies that had been handling processing for a federal government contractor were merged to form a single entity. Each of those divisions had its own infrastructure for processing, as well as its own applications that were integrated with those of the legacy parent companies, making it impossible to share the data and operations that would allow the merger to attain the desired economies.

An internal team was given the assignment to decouple all five divisions’ systems from the legacy parent companies and integrate them into a single, consistent environment. Those systems included hardware and other technology, applications, extensive data, security components, and all of the associated infrastructure. Understandably, the effort was a top-three strategic project for the company, and success was critical to continued operation.

After nearly six months, management recognized that the project was not progressing at a rate that would allow for completion in the desired timeframe. They brought is in to restructure, reorganize, and restart the effort, with a goal of completion in 15 months. Almost immediately, changing priorities within the company trimmed 90 days from that timeline.

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Our overall objective was to first create a separate and secure technical environment housing the five divisions, so they could be separated from the private side of the business. That environment would protect personal health and other personally identifiable information. Then, we had to develop the technology to integrate the operations of the divisions, providing streamlined functionality and greater efficiency for the employees who depended upon the system.

We developed a separate technical environment around a secure network that was isolated from the legacy parents and that was protected by security. Next, we created a Windows domain to which we migrated (and converted) all of the existing data, servers, workstations, users, and applications. Supporting this integration also involved upgrading and converted extensive telephony so that call centers would be better able to shift workload to match call volume. To ensure that the new environment was secure, we performed a network access recertification for all of the existing sites.

From the beginning of our involvement to delivery of a fully integrated, functional system took just 12 months – so we were able to guide all involved to a successful completion in the required timeframe. That accomplishment is even more significant when you consider that it required coordinating staff and activities at all five companies and their geographically widespread facilities, as well as at their legacy parents, IT vendors, telephone and telecom vendors, and other external team members. We took the client’s vision of “one, company, one team” and turned it into a practical reality.

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Project Management – Case Study #3

The Client Need: Establish an internal environment and process where successful project management can occur.

Insurance companies have a reputation for being so methodical and well-organized that we tend to think of them as staid. But life in the IT department of this carrier was a helter-skelter of conflicting demands, limited resources, and projects that failed to fulfill objectives, deadlines, budgets, or all three. High-priority strategic initiatives for management fell into the chaos and fought with less-critical needs for attention and resources. Staff members struggled to communicate with one another, and rarely had ready answers for executive questions.

At management’s request, we studied the department to identify the flaws and develop practical strategies for improvement. It was clear that the project management and software development processes were unstructured and inadequate, which was compounded by a lack of project management experience on the part of the staff. Without a sound framework, there were significant inconsistencies between projects. Additionally, projects were pursued independently, without much thought given to their interrelationship with other projects that were underway.

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Recognizing that staff members had the skills to meet the insurer’s needs – and that they shared management’s frustration with the way things had been going – we focused on developing both a framework and tools that would allow them to succeed.
We assembled a standard project management framework built upon blueprints of practical processes, incorporating awareness of how each project dovetailed with others and aligned with the company’s strategic goals. Given the staff’s comfort level with technology, we identified and implemented tools that simplified scheduling and information-sharing. We trained the project managers to ensure that they could get the greatest utility from the framework and tools, and taught staff members how to work more effectively with the project managers.

To strength executive-level confidence in the department’s enhanced project management skills, we developed dashboards that summarized the scope and schedule of projects. We built an issues-management framework that boosted executive understanding of issues and problems, and helped them envision an escalation path.

By building a project office within the department, we helped the staff professionalize and optimize its operations. As the department began to operate within the project management framework, schedules and delivery dates became clearer. Predictability of project success became more well-defined, the quality of deliverables improved, and budgets became more realistic. Critical projects were completed successfully, on time and on budget – and years after our intervention, management reports that processes continue to improve.

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Project Turnaround – Case Study #4

The Client Need: Restart a failing health insurance carrier’s high-priority project.

To centralize, protect, and streamline data on its policyholders, a health insurance company decided to develop a state-of-the-art data center from the ground up. The multi-million-dollar project was critical to the company’s operations and integral to minimizing liability exposures. Multiple call centers would rely upon information stored in the data center to handle customer questions and issues quickly and accurately.

Management determined delivery dates and began to plan around the expectation that the center would be in operation by those dates. However, the project lacked real schedule dates and a clearly understood scope. In addition, while the executive team recognized the importance of the call center, there was not a real sponsor within the company.

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The project began in an ad hoc manner, and started stumbling almost immediately. Communication was poor, and leadership was not well-defined. As management watched the project team struggle, they realized it was likely that the delivery dates would be missed.

We were brought in to get the project back on track, and our first step was to apply a proprietary assessment model that helped us determine the current state of the project, what would be required to get it moving forward efficiently, and realistic expectations for delivery. After presenting a summary of our assessment, we developed an aggressive plan for completing the project, and presented it to the insurer’s CIO to ensure that we had executive-level support.

With that support, we created new baselines for the project and developed realistic schedules for each step. We placed an emphasis on improved communication, and established a structure to facilitate sharing of information across the team and to executives. We tracked the plan through every step, right to completion and closure.

In the end, the project was completed on time and under budget. The data center went into use immediately, operated as designed through testing and rollout, and continued to serve as the company’s backbone years later.

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Project Management – Case Study #5

The Client Need: Improve their CMMI level to allow bidding on more government projects.

As potential government clients become more selective about who should handle major IT projects, a contractor recognized that it was missing out on opportunities. Specifically, prospective clients were expecting contractors to attain at least a CMMI Level 2 rating before they would even consider doing business with them.

Well aware of its own lack of expertise with the CMMI process, the unrated contractor turned to an outside consulting firm to help it reach the desired level. But as they stumbled through the process, the contractor realized that the consultant lacked the experience and understanding to drive the effort to a successful completion. “It seemed like the firm was only a chapter ahead of us in the manual,” the contractor’s lead recalled.

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Recognizing the critical importance of certifying its capabilities through the CMMI model, the contractor turned to Highpoint to finish the process. We began by assessing their capabilities, and quickly discovered that they lacked a formal project management process. While they understood the need for project management and had some of the pieces in place, their actual process was limited to entering plans in Microsoft Project and then watching them unravel. They lacked chartering of projects, did not define scope, and had no means for ensuring the quality of what they did for clients.

Rather than simply overlay a project management framework on their operations, we identified processes that were working well, and then helped them adapt Highpoint’s project management methodology to operate in concert with those processes. We trained their users, developed a quality assurance process, and guided everyone through the implementation on existing projects. Then we participated in the appraisal process.

By leveraging both their existing strengths and the proven Highpoint project management process, we were able to reduce the amount of time involved with the appraisal. In fact, it took just eight months for the contractor to move from no rating to an initial Level 2 rating. Less then two years later, we had helped them improve their processes to the point at which they successfully obtained a Level 3 rating – and are currently discussing what it will take to attain Level 4.

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Project Assurance – Case Study #6

The Client Need: Develop and implement the contractor’s first system for EVM compliance.

A popular view holds that large federal government contracts are black holes of waste and inefficiency into which huge sums of money are poured with little accountability. Anyone who has ever managed a large federal contract knows better – and recognizes that the level of accountability increases with the size of the contract. Once a contract reaches a $25 million per year threshold, government rules call for an Earned Value Management (EVM) process to track scope, schedule and cost, allowing the government to determine how much value has been earned through the work at a particular time.

This technology project involved a contractor whose roughly 3,000 employees had extensive experience with federal projects. However, it was their first project that required earned value. They knew they needed to implement EVM across the organization, but weren’t sure how to do it. The approach was also new to the federal agency.

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Highpoint was providing project and program management assistance to the contractor, and they turned to us to leverage what we were already doing to meet the EVM requirements. The project involved multiple subcontractors and resources located throughout the U.S., as well as many agency staff contacts.

Because none of the parties had worked with an EVM system, we brought them together and developed a solution that met the need for compliance and provided useful information to both contractor and government client. Based on their input, we customized reports to make them as user-friendly as possible, presenting information in layman’s terms. We kept everyone actively engaged throughout development and implementation, and delivered training to both sides so they would understand how the system functioned and would have complete confidence in the credibility of the information.

We developed schedules and created the performance measurement baseline (PMB). Throughout, we managed the CAMs (cost account managers), and we facilitated and conducted in integrated baseline review (IBR) between the government client and the contractor. We provide reports (and validate those reports) on a monthly basis.

Highpoint’s solution has met with strong user satisfaction on both the contractor and client sides. Even more important, the system passed an external audit to verify compliance with federal standards for EVM.

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Contact Center – Case Study #7

The Client Need: Transforming a contact center to save a not-for-profit.

A national not-for-profit entity had been doing business the same way since its inception in the 1950′s. The mission of the organization is to provide books and classroom materials for customers located throughout the world.Unfortunately, the not-for-profit struggled with selling their materials to a customer base that had moved beyond ordering books through catalogs. Sales orders, and customers were significantly declining and the not-for-profit was near to closing its doors.

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As a result, the organization reached out to HighPoint to help transform its business. Working with the board of directors, we realigned the management team, consolidated operations and facilities and began focusing on winning their customers back!
Customer service had never been a focus at the organization. Contact center employees were “order takers.” They did not try and understand the customers needs or look for opportunities to provide additional products. As a result, HighPoint began transforming the contact center culture to a “customer first” mind-set. We turned “order takers” into true Customer Service Representatives (CSRs). HighPoint developed customer service training and coaching and contact center technology training. Based on the results of the training and coaching, feedback from customers has been outstanding!

Not only did HighPoint focus on improving the performance of the CSRs but we also added additional contact channels for customers. Products and ordering information was transitioned to the internet. E-mail and webchat channels were also added. Customers can now order products, and initiate contact with the contact center on a 24/7/365 basis.

As a result of these efforts, sales at the not-for-profit have begun to increase and the business is once again growing with prospects to fulfill its mission for decades to come.

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We hire only the best.

At HighPoint, we aim high to deliver only the best for the customers we serve. We believe this is achieved by selecting the right talent — professionals who passionately pursue excellence in their work. Our employees enjoy a fast-paced environment where the work performed is engaging, challenging and impactful. We seek employees who are experts in their fields, are enthusiastic about their work and have proven success working on high functioning teams.

Whether you are new to your career, looking to advance your experience or moving across business services, or looking to launch a second career, we need you. We need passionate people who care about the services they deliver to our customers. People who want to make a difference. This is HighPoint.

We invite you to learn more about our current career opportunities by clicking here. Read below to find out why you should join our team.

The Top Five Reasons You Should Join HighPoint:

  • 5.

    You’ll receive comprehensive benefits.

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    At HighPoint, we believe in providing best-in-class benefit offerings for our employees. To that end, we offer a full suite of benefits which include but is not limited to: medical, dental, vision and life insurance programs – as well as a 401(k) program with strong matching and 100% vesting at start.
  • 4.

    You’ll make a difference in the community.

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    We are committed to corporate social responsibility and investing in our community. Much of the work we do across the country improves communities as we help build and maintain constituent services and the infrastructure for many governments and commercial clients. Some of our work saves lives, improves customer satisfaction and makes citizen services operate more efficiently. We are committed to making a difference.
  • 3.

    You’ll have opportunities to develop your career.

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    We are committed to our employees’ career development. How? By building the skills, competencies and success factors required in today’s demanding workplace. We provide training, resources and direction to build individual and team skills. Our succession-planning efforts are focused on ensuring we have well-trained and highly qualified workforce to meet the needs of our customers. We focus on ensuring our people are prepared to take on the challenges of current and future business needs. In fact, over 20% of our openings are filled as a result of promoting from within even during times of 2000% growth.
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    You’ll be rewarded and recognized.

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    We are dedicated to making sure our employees know how much they are appreciated. At HighPoint, we have a Reward and Recognition Program that focuses on employees and motivating the right behaviors. We value our employees’ commitment and believe that by recognizing achievements and having fun at work, we create an environment that fosters innovation and productivity.
  • 1.

    You’ll be part of the HighPoint family.

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    We are committed to making you feel like a member of the HighPoint family. We value input and encourage our employees to voice their suggestions and solutions through our feedback mechanism and active committees. We succeed because we hire amazing people, people who share our ethos and who care about giving back to their community. You will enjoy working for a company that promotes growth, with people who care about promoting healthy lifestyles, and most of all people who want to work for a company that is innovative for its customers. HighPoint is an extension of our customer’s team.

To all recruitment agencies: HighPoint does not accept unsolicited agency resumes. Please do not forward resumes to HighPoint employees or any other company location. HighPoint is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company.

  • Why Choose HighPoint

    We are committed to providing a workplace that supports your wellbeing, growth, and community connection.  As an organization we continue to build a corporate culture that respects and values the unique strengths and cultural differences of our employees, customers and our communities.
  • HighPoint Difference

    We offer a unique culture and environment for our employees that includes openness, collaboration and ingenuity. Many employees who join HighPoint quickly discover the one thing that differentiates us from other companies – our entrepreneurial core and change-ready culture.
HighPoint is a great place to build, lead, and grow.

We are committed to providing a workplace that supports your wellbeing, growth, and community connection.  As an organization we continue to build a corporate culture that respects and values the unique strengths and cultural differences of our employees, customers and our communities.  We value recognition for volunteering, enabling community engagement, and maximizing the impact of civic involvement.

Well being at HighPoint Global

Our focus on moving beyond traditional benefit offerings to a wide spectrum of wellness benefits encourages you to be your personal best.  We offer an environment that supports your health and wellness, including biometric screenings and wellness coaching.  Our insurance options support the needs of you and your family and provide opportunities to build security for the future.

HighPoint Global seeks to provide employee support in achieving and celebrating their health and wellness goals.  Additional support tools include: paid holidays, paid time off, and Employee Assistance Programs.

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Growing Through Training and Development Programs

HighPoint is committed to the continued personal and professional development of our employees as a strategic investment. We recognize that our success comes down to our people. Our training and development programs are offered regularly as necessary to support our customers and their needs.

We believe the best leaders and managers for HighPoint Global are those who are promoted from within, bringing knowledge and passion for what we do and who we are as an organization.  HighPoint’s Career Progression plans defines the skills, competencies and success factors necessary to be considered for increasing responsibility through career assignment – from Manager to Vice President. This allows HighPoint to have a well-qualified, well- trained and available cadre of leaders for current and future business needs and enhances our ability to develop talent internally.

Providing Value to our Communities

We recognize that HighPoint Global employees have knowledge, skills, and experience that can benefit our communities. We encourage positive impact by supporting charitable organizations, rallying employees for committee involvement, recognizing employee community achievements and directly donating time and funds as directed by the voice of the employee.

HighPoint C.A.R.E.S. – It’s Our Culture and Our Values

Client first – We make decisions in favor of our clients without exception.

Agile – We are committed to a culture of moving quickly to solve problems.

Respect – We inclusively respect people, value diversity and are committed to equality and openness.

Entrepreneurship – We foster a culture of innovation and better ways to do things.

Service – We value and recognize contributions to our communities and the countries we serve.

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HighPoint is a great place to work.

We offer a unique culture and environment for our employees that includes openness, collaboration and ingenuity. The following outlines why we are a different kind of company.

We Build Innovative, Successful Solutions

Many employees who join HighPoint quickly discover the one thing that differentiates us from other companies – our entrepreneurial core and change-ready culture. We succeed by personal ownership and the generation of new ideas. Our on-going examination and evaluation of processes and services engages those who use them to achieve continual improvement. We trust our people to deliver. We embrace change, take measured risks and encourage creative thinking.

We Achieve by Looking Through a Varied Lens

We value our employees and understand that they deserve to be appreciated for their contributions. We see and celebrate the extra mile mindset our employees demonstrate on behalf of the client, HighPoint and/or their community. Everyone at HighPoint is encouraged to be seen, and recognized. We are rewarded for what we achieve.

The diversity of our people give us strength in solutions. Diversity is not a program, rather an essential ingredient necessary to achieve our business goals. By having diversity within our people, we enrich the quality of our work life and work solutions. We are a professional environment that reaches innovation through encouraging the use of varied perspectives and applying collaboration. HighPoint Global is an Equal Opportunity/Affirmative Action employer.

News

As our business grows, we’re involved in many more activities across the country as we service our customers, from new contracts to recognition for work we’ve performed. Here are some noteworthy recent events and activities:

Developing Standards for ISO

HighPoint Global is proud to be one of 10 organizations participating in the development of project management standards for the International Standards Organization (ISO). The goal of this effort is to formalize standards for performing project management at a global level. The fact that we were invited to work with other global leaders in project management – including NASA and the U.S. Army – is a tremendous compliment about the expertise of our professionals.

Supporting the Community

When we started HighPoint, profit was not our only motivation. We wanted to use business success to support charitable organizations and causes that matter to our people, and we’ve done that since the very beginning. We have an employee-driven charity committee that plans our corporate social responsibility work and events. Right now, we’re providing support to a number of organizations. Our next event is in Washington, D.C., on October 5, 2014, with Autism Speaks.


Recent News Releases:

HighPoint Appoints New Director of Marketing

Reston, VA –July 30, 2014 - HighPoint Global, management solutions experts in improving the efficiency of government and citizen programs, announced today that Christie Cox has joined the company to further develop their growing portfolio of government and commercial accounts through a creative marketing program as the new Director of Marketing. HighPoint is a management company specializing in innovative solutions MORE

HighPoint Global Appoints New Director of Business Development

Reston, VA –July 24, 2014 - HighPoint Global, management solutions experts in improving the efficiency of government and citizen programs, announced today that Brad Center has joined the company to further develop their growing portfolio of government and commercial accounts. HighPoint is a management company specializing in innovative solutions that enable our customers to better serve their constituents through high MORE

Highpoint Global Named Winner In 2014 American Business Awards℠

Federal contractor’s extraordinary growth of 8500+% credited to innovation and commitment to helping clients achieve peak performance. RESTON, VA – June 17, 2014 - HighPoint Global was honored on Friday, June 13 as a Stevie® Award winner for being one of the Fastest Growing Companies of the Year (in the up to 2,500 employees category) by The 2014 American Business Read More

A Cause to Celebrate: HighPoint Global Makes Generous Donation to Autism Society of Indiana for Respite Care Program Pilot

June 11, 2014 - On June 6, HighPoint Global's founder and Chief Executive Officer Ben Lanius presented Indianapolis-based charity Autism Society of Indiana with a donation check of one hundred and twenty-eight thousand, two hundred dollars ($128,200). The generous donation was a result of Ben's personal commitment to making a difference in the lives of families dealing with autism. continue reading

HighPoint Global Named Finalist in Prestigious American Business Awards for Fastest Growing Company

Federal contractor’s extraordinary 2000%+ growth credited to innovation and commitment to helping customers achieve peak performance. INDIANAPOLIS, IN – May 14, 2014 - HighPoint Global LLC is one of four finalists in the Fastest Growing Company of the Year (in the up to 2,500 employees category) in The 2014 American Business Awards (ABA), and will ultimately be a Gold, Silver, MORE
News Archive

Let us know how we can help you reach peak performance.

HighPoint Global, LLC Locations

HighPoint Corporate Office
300 N. Meridian Street, Suite 190
Indianapolis, IN 46204
Phone: 317-576-4500
Toll free: 866-323-0188

HighPoint Washington, D.C., Office
11710 Plaza America Drive, Suite 530,
Reston, VA 20190

HighPoint Baltimore Office
21 Governors Court, Suite 120
Baltimore, MD 21244

HighPoint Indianapolis Office
8520 Allison Pointe Boulevard, Suite 310
Indianapolis, IN 46250


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