October 21, 1999

Using high-tech tools to satisfy clients, employees

By LAURA KRAMER
Parametrix

Making sound decisions in today's rapidly changing technological environment can be challenging.

For a firm with 350 employees, six different locations, five different technical disciplines, and clients who range from small municipalities to large industrial conglomerates, and the process becomes even more difficult.

At Parametrix decisions are based on two major factors: client expectations and employee expectations.

Five years ago when clients requested information, they expected a letter within a week. Then the expectations changed to "fax me something within a few days." Today the expectation is that the requested information will be e-mailed "before lunch." As those expectations changed, so has the way we practice business.

"It is our goal to maximize our resources in order to deliver the most cost-effective and the best client service," John McIntyre, chief technology officer at Parametrix, explained. "This means giving our employees as much access to information as possible."

Also, he said, with unemployment at record lows, staying on the leading edge of technology is important for recruiting qualified workers.

Keeping pace with cutting-edge technology is key for recruiting qualified employees. Kurt Zager, Mark Temple and Jim Stites work together on a high-tech system at Parametrix.

All Parametrix employees are given a set of common tools: a computer with e-mail, Internet access, word processing and spreadsheet software, intranet access, and a link to our project management/financial system. The use of paper is rapidly decreasing while efficiency increases.

"From surveying to design to drafting, the entire process is now electronic," Dan McReynolds, Transportation Division manager in Parametrix's Sumner office, said. "This saves time, reduces errors, and is far more cost-effective for our clients."

All of the tools currently available to Parametrix employees are the result of building a Wide Area Network (WAN) that links all offices, and employing a Web-based philosophy for software purchases. The WAN allows for the rapid deployment of software -- as well as upgrades. Further, Web-based software gives all employees access to common tools such as the Intranet and the project management/financial system.

"Without our WAN, the chance of inconsistent software or hardware appearing in various offices would exist. With our current configuration, all employees, no matter where they are located, are on the same page with the same tools," McIntyre said.

Sharing information internally at Parametrix is an important part of our employee ownership culture. That is why an intranet was recently deployed that includes sections on Human Resources, Marketing, Finance, Project Delivery, General Company Information, Employee Stock Ownership Plan (ESOP) information, "The Water Cooler," and "The Paper Trail."

Although the intranet was launched only two months ago, the use of paper is already being reduced by putting all manuals, forms, meeting minutes, and a quarterly internal newsletter on the intranet.

Reaching the level of technology that Parametrix is at today has involved a lot of work and planning.

Although the information technology staff meets monthly, they also hold an annual strategic planning workshop. During this workshop, the issues and needs that have arisen in each office are discussed and prioritized. From this, the common needs of the company are identified and used to set the direction and goals for the following year.

As clients' and employees' needs and expectations continue to grow, so will our technology systems. We are constantly evaluating new technologies.

In terms of client service, extranets are the next foreseeable leading technology. These are password-protected sites for specific projects that allow not only the exchange of drawings, but are a place to post meeting correspondence, specifications and other applicable documents. It is another way of giving all parties involved access to the same information at the same time.

Making all internal Parametrix resources available to employees from anywhere in the world is on our IT staff's plate for 2000. Employees can currently access their e-mail remotely, but cannot access other tools such as the intranet or our Project Management/Financial system. The ability to do so would increase the feasibility of telecommuting for many employees.

"Exceeding client and employee expectations while maximizing efficiency is the goal of the IT group. We realize that not every client is going to go 'paperless' in the next few years, but for those who are, we will be ready," McIntyre said.

Laura Kramer is an employee-owner at Parametrix, Inc., an engineering, environmental sciences and architectural company.

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