Organizational Redesign of the 911 Emergency System

This project began before it was even a contract. I designed it from the ground up and negotiated it directly with the authorities of Costa Rica’s 9-1-1 Emergency System, an engagement CICAP formally titled “Transformación Organizacional del Sistema de Emergencias 9-1-1” (Organizational Transformation of the 9-1-1 Emergency System).

Once the contract was signed, I led the full implementation, directing a multidisciplinary team of professionals across organizational change and communication, information technology, security, risk management, strategic planning, organization and functions, and diagnostic analysis of the institution’s existing processes.

The engagement delivered a new organizational structure and functions manual, redesigned processes and procedures, an integrated risk-management system, a project portfolio, an IT strategic-investment plan, and change-management and leadership sessions for the full staff. I managed client relations, contract and consultant negotiation, financials, and monitoring throughout.

This project is where my project-management skillset really took shape: scoping and negotiating a large multi-year engagement from zero, building and leading a cross-functional consultant team, managing budget and contractual compliance, and coordinating interdependent workstreams, organizational, technological, and risk-related, toward a single delivery timeline.