Learning Management

OUR OVERVIEW

Specifics About Our Learning Management (LM) Services

HighPoint’s 12+ years of experience in the learning and development space has honed our expertise to perfection, establishing us as an industry expert. Our journey began with a vision to transform learning experiences, and now we stand as pioneers who have spearheaded innovation and evolution within the LM domain. Our commitment to advancing education through cutting-edge technology has resulted in success stories at U.S. Department of Health and Human Services (HHS)/Centers for Medicare and Medicaid Services (CMS), HHS/ Division of Workforce Development (DWD) and U.S. Department of State (DoS), revolutionizing the way organizations approach learning.

We understand the intricacies of personalized learning, adaptive assessments, and interactive content delivery, enabling us to create tailored solutions that cater to unique learning needs. As we expand our corporate capabilities, our LM solution brings a host of benefits to the forefront. Seamlessly blending our decade-long expertise with corporate dynamics, we offer a holistic approach that aligns learning objectives with business goals. With LM at the center of our corporate capabilities, we stand ready to guide your progress toward a future where learning is a catalyst for success. Our work on the CMS Contact Center Training and Content (CTC) and HHS DWD Instructional Design Services contracts also involves training, curriculum development, and implementation. On the CMS CTC contract, we support the efficient delivery of multichannel customer service for Medicare and Marketplace inquiries through our content development, training, and continuous improvement efforts. On the HHS DWD contract, we support the DWD Grants Management Training Academy (GMTA) training, course development, and technical documentation, including learning development tools; Instructional Design and testing; design meetings and Design Guide; virtual learning experience prototype; storyboards; alpha, beta, and gamma learning content; pilot test with learners; final learning content and technical support; and course evaluation. Join us in this new chapter, as we continue to redefine the boundaries of education, learning, and achievement.

Training Development

At HighPoint, we go beyond creating eLearning modules to crafting transformative learning experiences that set new standards in the industry. Our unwavering commitment to excellence, coupled with our extensive expertise, places us at the forefront of this field.

Our approach is rooted in collaboration; we work closely with Government agencies, stakeholders, and learner populations to ensure every module we create is a masterpiece of innovation and industry insight. We understand that effective learning goes beyond mere information dissemination; it’s about engagement, immersion, and retention. That’s why we fuse cutting-edge technology with our profound understanding of the subject matter.

Using sophisticated tools like Adobe Captivate and browser-agnostic development languages such as Hypertext Markup Language 5 (HTML5), we engineer learning experiences that seamlessly adapt to different platforms. Our integration of groundbreaking Human-Centered Design (HCD) concepts ensures that every module is an informative, immersive journey that deeply resonates with learners.

We understand the importance of accessibility and compliance. We design our modules to meet stringent Section 508 compliance requirements, ensuring inclusive learning experiences to reach every individual. Whether on desktop computers, laptops, or mobile-based devices like cell phones and tablets, our modules remain engaging and impactful.

Furthermore, we take pride in our modules being fully Sharable Content Object Reference Model (SCORM) compatible across all versions. Using the cloud, our Media Development team has unparalleled creative freedom to craft fully immersive, innovative training materials without the constraints of traditional file size limitations.

In a rapidly evolving digital landscape, HighPoint is your beacon of expertise and innovation. Let us take your training programs to unprecedented heights, where education is more than just information, it’s an unforgettable journey of growth and development.

Content Development

HighPoint is an experienced subject matter expert in the realm of comprehensive content creation, leaving no stone unturned in our pursuit of excellence. Our process is a symphony of meticulous research, strategic construction, rigorous testing, and collaborative effort; all orchestrated to produce best-in-class content. We focus on each customer’s policies, regulations, and guidance to drive specific learning content for users like patients, veterans, and beneficiaries. Our approach is rooted in understanding the unique nuances of our customer’s training message.

We boast a profound wealth of experience in furnishing resources with the tools necessary to catalyze impactful change for our esteemed clients. Examples include a groundbreaking training module delivered seamlessly via web browser, a repository of indispensable reference materials, and precisely scripted documentation tailored to empower call center staff.

Media Developers at HighPoint are armed with tools like Captivate and HTML5, which they use to intricately craft multi-Sharable Content Object (SCO) eLearning packages that seamlessly integrate with the standard, SCORM 2004v4 technology. This integration is about compatibility, as well as facilitating a continuous cycle of refinement. By harnessing the power of SCORM, we empower our clients, especially Government agencies, to access vital quality metrics that function as the cornerstone of ongoing enhancements.

At HighPoint, we strive beyond innovation to precision and efficiency. Using ingenious ancillary programs such as deployment routines and code generators, we push the boundaries of automation. Our technology and processes reduce the potential for human error and significantly expedite our production timeline so we can deliver impeccable results in record time.

Our record of excellence speaks to our unwavering dedication to our craft. HighPoint is more than a service provider; we are your partners in progress, your allies in achieving unparalleled expertise. With HighPoint, you’re investing in content creation while embracing a transformative journey that elevates your resources, empowers your teams, and establishes your organization as a paragon of excellence.

Knowledge Management

HighPoint’s approach to Knowledge Management reflects our unwavering commitment to excellence, setting us apart as true leaders in the field. Through a sophisticated framework, we ensure that the content we create for our clients remains relevant, up-to-date, and unparalleled in quality.

Using continuous feedback, HighPoint monitors the information journey from agency to end-user, where content and insights become knowledge. We monitor the success of information delivery, whether via Customer Service Representatives (CSRs), digital content, or other training modes, and how users consume that information. We gather, monitor, and analyze metrics and transform them into synthesized outcomes for our customers.

We thrive on data-driven insights. Through utilization metrics, popularity trends, user feedback, and Key Performance Indicators (KPIs), we sculpt a comprehensive understanding of successful processes and areas for improvement. We analyze this intricate web of information and transform it into strategic action, fueling our relentless drive for advancement to meet mission needs. We strategically align our content updates with milestones, legislative changes, and societal shifts, ensuring that our Knowledge Management approach is forward-thinking and adaptive.

In the ever-evolving realm of healthcare, HighPoint’s proficiency shines with unparalleled brilliance. By maintaining an impeccable grasp of industry intricacies and policy nuances, we predict the impact of emerging legislation. Our experts generate insightful recommendations for Government agencies, enabling them to stay one step ahead in an era defined by rapid change.

When you choose HighPoint, you’re choosing proficiency in Knowledge Management. We are more than just content creators; we are architects of knowledge evolution, enablers of strategic progress, and trailblazers of transformation. Your partnership with HighPoint is more than just a collaboration; it’s an investment in being at the forefront of innovation. With us, you’re embracing, shaping, harnessing, and driving change toward a future with knowledge supremacy and unwavering expertise to meet mission needs.

Collaborative Change Management

HighPoint understands that agencies don’t operate within vacuums and that our specific agency work is part of a broader ecosystem of contractors and vendors. Our collaboration with application vendors is more than a partnership; it’s an orchestra of vigilance and anticipation, ensuring that no change goes unnoticed, and no impact is unchecked. This precision is the cornerstone of our expertise in DevSecOps principles, which define how we approach every facet of our operations.

Our proactive and dynamic Change Management approach sets us apart as industry experts. We don’t just react to changes; we drive them. Close collaboration with application vendors guarantees we’re always one step ahead, meticulously tracking upcoming alterations that could disrupt daily operations or the user experience. This goes beyond awareness to strategic anticipation. By socializing these changes and initiating discussions, we discover, analyze, and mitigate potentially negative consequences. Furthermore, this proactive approach empowers us to seize new opportunities and functionality as soon as they arise, enhancing our agility and adaptability.

When it comes to application roadmaps, HighPoint is more than a passive observer; we are architects of preparation. Our partnership with software vendors is a commitment to staying informed about recurring release schedules, encompassing both routine maintenance and broader functional enhancements. Our relentless dedication to end-user experience is at the forefront of our strategy. We meticulously map contingencies, ensuring that all stakeholder organizations can weather maintenance windows without compromising operations. This strategic foresight minimizes the impact of inevitable downtime while elevating our role as true DevSecOps experts.

Our expertise is reflected in what we do and evident in how we do it. With us, you’re embracing a philosophy of proactive excellence that reshapes challenges into opportunities and disruptions into growth leading to greater collaboration and a persistent march toward continuous operations.

Program Management

HighPoint’s expertise in Program Management principles, deeply rooted in the Project Management Institute (PMI) Project Management Body of Knowledge (PMBOK®) Guide framework, shows our unwavering commitment to excellence. Our program/project management operations approach also incorporates customized processes from Capability Maturity Model Integration (CMMI) CMMI-SVC Level 2, CMMI-DEV Level 3 best practices, Lean Six Sigma disciplines, and International Organization for Standardization (ISO) 9001:2015. Our approach is about more than managing; it’s about orchestrating precision, coordination, and strategic foresight that consistently positions us as industry leaders.

Beyond the effective oversight of program operations, our legacy of efficient and proactive systems administration stands as a testament to our mastery. For over a decade, HighPoint has seamlessly managed multiple Federally accredited data centers, attaining the rigorous Federal Information Security Management Act (FISMA)-Moderate level of accreditation annually through meticulous Authority to Operate (ATO) audits. This achievement speaks to our steadfast adherence to the highest standards.

Our Program Management approach thrives on ensuring seamless communication across boundaries. Consistent and regular communication with the customer ensures a high level of visibility into our operations, guaranteeing successful product and service delivery.

As competent software lifecycle management leaders, we take pride in our ability to manage a suite of tools that comprise the full system, application, and software development lifecycle. Supported processes include requirements development and management, software configuration management, defect tracking, change request management, manual testing, automated testing, and release management.

Applied Agile

A recent example of HighPoint using Agile methodologies is the creation of our Business Operations Tool (BOT), used to support our Centers for Medicare and Medicaid Services (CMS) Training, Quality, and Content (TQC) project. The BOT project embraced the four values of Agile:

• Individuals and Interactions Over Processes and Tools

• Working Software Over Comprehensive Documentation

• Customer Collaboration Over Contract Negotiation

• Responding to Change Over Following a Plan

Our BOT PM created an environment of continuous improvement and delivery, incorporating user group feedback from Agile retrospectives. Through this feedback, we realized the need for better update tracking for training and content products used by Medicare and Marketplace Services call center personnel, which led us to create the custom in-house application, BOT.

Prior to BOT, team members tracked updates using Excel spreadsheets, leading to consistency challenges and resulting in a high degree of user error. We created the BOT application and migrated Lines of Business (LOBs) onto it, with a unique level of complexity aligned to user and functional requirements. Benefits of this consolidation included:

Systems Benefits:

  • Reduced complexity
  • Reduced polling delays
  • Extensible and scalable
  • More robust
  • Faster diagnostics
  • Eliminated data synchronization issues

Process Benefits:

  • Easier process management
  • Ensured accurate data
  • Extensible and scalable
  • Eliminated blind overwrites
  • Ensured accurate reporting
  • Eliminated the need for manual data collation

Using Agile practices, the HighPoint BOT team continues to improve and evolve their processes for handling enhancement requests as program/project needs change.

Project Management in Practice

We have precisely engineered Federally accredited data centers with over 14 call centers, spanning the continental United States. This intricate web of coordination empowers over 15,000 CSRs, ensuring uninterrupted support. HighPoint’s effective management is more than a mandate; it is the combination of training, Quality Assurance (QA), data analytics, performance reviews, content maintenance, and infrastructure sustainment woven together to consistently surpass expectations.

Our expertise is amplified by a meticulous approach to diverse architecture. We expertly balance on-site applications and servers with the agility of Federal Risk and Authorization Management Program (FedRAMP)/cloud Software-as-a-Service (SaaS) offerings to guarantee secure data integrity, optimize data reuse, and streamline operations. Our collaborations with application and cloud vendors grant us access to crucial security information, systems roadmaps, emerging technologies, and recurring maintenance schedules. These relationships allow us to keep Government agency stakeholders well-informed, ensuring effective planning and minimal operational disruptions.

Our legacy of consistently high Contractor Performance Assessment Reporting System (CPARS) scores and “four nines” system availability metrics speaks to our commitment to excellence. When you choose HighPoint, you’re entering into a partnership and embracing a transformative journey in which precision, coordination, and strategic foresight converge to propel your operations into unparalleled realms of efficiency and success.

Product Delivery

At HighPoint, our uncompromising dedication to flawless execution, personalized accuracy, and the unrelenting pursuit of excellence is reflected in our proficient product delivery. HighPoint is the pinnacle of experience for providing products and revolutionary solutions for various call center learning and content requirements and support resources serving the American public.

Our Learning Plans contain eLearning activities, knowledge tests, and satisfaction surveys precisely matched to the agency’s specific requirements. With Tier-1 support specialists on-call 24/7, HighPoint stands out for having a keen understanding of the complex networking environments common to Federal organizations. This allows us to meet any difficulty head-on. Our culture of collaboration ensures that Training Supervisors and Administrators have a trustworthy partner to quickly fix any problems that may arise.

In a setting where the tides of knowledge shift quickly, it is crucial to have a partner who understands the importance of maintaining eLearning module relevance and currency. HighPoint’s Agile production methods are ideal for quick adjustments in response to changing regulations or developing procedures. Our Support Subject Matter Experts (SMEs) are prepared to intervene when faults are encountered. We are experts in quickly isolating problems and escalating them to the appropriate teams for remediation.

Our knowledge goes beyond just fixing issues, it also involves improving results. Delivering products under the HighPoint brand architects triumph rather than merely aiming for it. By selecting HighPoint, you are embarking on a revolutionary journey where technical proficiency, agility, and accuracy come together to reimagine excellence. Allow HighPoint to be your compass in the dynamic world of product delivery, pointing you in the right direction and guaranteeing that your products exceed customer expectations.

Stakeholder Engagement

Stakeholder engagement at HighPoint is more than a skill; it combines teamwork, innovation, and strategic vision to forge a partnership that connects with stakeholders at all levels. Our strategy is successful and ground-breaking, creating new benchmarks for stakeholder involvement that distinguish us as a true LM leader.

Central to our philosophy is the concept of “Engagement Redefined”. We understand that conventional engagement techniques are no longer enough in this era defined by connectivity and rapid information exchange. That’s why HighPoint employs innovative techniques that take stakeholder engagement to new heights. From real-time interactive dashboards that provide stakeholders with comprehensive insights, to personalized communication strategies that cater to individual preferences, we tailor our approach to ensure maximum resonance.

Our stakeholder interaction strategies integrate collaboratively-focused learner surveys to continuously monitor stakeholder behavior and gather valuable feedback, ensuring that every choice is informed by the audience’s pulse. This process also ensures the agency’s continuous improvement, which is vital to ongoing progress.

Additionally, in order to maximize engagement effectiveness, our engagement toolkit includes interactive webinars that enable real-time discussions and immersive experiences, and provide prompt support and participation. Our strategy focuses on creating invested, knowledgeable, and motivated stakeholder advocates, even beyond stakeholder management.

Engagement with stakeholders at HighPoint is a transformational process. Stakeholders are more than recipients of our efforts; they’re active participants. With HighPoint, you’re going beyond simply improving engagement; you’re changing it by embracing our cutting-edge methods and technical ability. Stakeholder involvement can be an art form that resonates and alters outcomes, expanding your purpose to meet mission requirements.

Data Analytics

Data analytics at HighPoint involves a commitment to excellence that propels the transformation of unprocessed data into brilliant strategic decisions. Our strategy distinguishes us as data analysis expertsas it combines innovation, technical skill, and strategic vision beyond conventional analysis.

Our philosophy is based on the idea of “Actionable Insight”. We transform data into intelligence that drives strategy and continual development compared to traditional statistical analysis. Our technique aims to empower QA businesses to succeed by doing more than just delivering statistics.

We build our data analysis methods on innovation. HighPoint identifies patterns that inform strategy, advanced trend analysis, and predictive modeling. We extract knowledge from unstructured data and transform it into valuable information that is useful to our clients and partners by helping us make important decisions.

Our data analytics strategy is built on a solid technical ability foundation. LM is the core of our plan, and offers data we can use to promote cooperation, integration, and improvement. Our LM produces reports that we transform into actionable intelligence. Reports generated through data extracts or direct interactions with the LM can effortlessly interface with current client systems, ensuring that the insights gained drive measurable Return on Investment (ROI) and are quickly incorporated into your workflow.

HighPoint possesses a breadth of expertise that extends beyond mere reporting. Our proficiency encompasses the handling of tasks such as database refreshes and automated deidentification exercises with utmost precision. Our use of Application Programming Interfaces (APIs) fortifies system connectivity and enables us to customize solutions to your unique agency requirements. Automation is our forte, guaranteeing administrators and end-users seamless system access and use, courtesy of our expeditious account provisioning.

By selecting our services, you are gaining actionable insights that drive your agency’s success. Collaborating with HighPoint, you will see how data analytics can surpass numerical values, shaping strategies that facilitate continuous improvement and excellence to meet the agency’s mission.

24/7 Support Services

At HighPoint, we recognize that LM support extends beyond regular business hours. Federal agencies require a partner who is ready to step in, day or night, any day of the week. As such, we provide around-the-clock support services to ensure that training activities continue without interruption.

The foundation of our assistance is “Support Redefined”. Our secret weapon is our automated Help Desk system that we developed and have used on Federal contracts for over a decade. This system acts as a watchdog, alerting and escalating problems to the appropriate on-call professionals to ensure speedy resolution. HighPoint’s support keeps your operations moving forward, whether it’s a weekend question or a late-night problem.

Our trademark is technical perfection. In addition to being secure, our FedRAMP-approved systems are supported by a framework that is both reliable and quick to respond. Through careful communication, we address both predicted and unanticipated maintenance incidents. As a bridge, HighPoint swiftly notifies stakeholders of software vendor updates and works with our SMEs to guarantee smooth transitions. Our round-the-clock support provides careful management of any schedule and/or deployment changes.

Our strategy is fueled by innovation. HighPoint’s system testers use modern automated use case testing tools to test system modifications as they are made. By simulating actual user circumstances, these technologies ensure we retain key functionality. This fail-safe method ensures that crucial operations continue regardless of the time of day.

Data Security Management

HighPoint stands as the sentinel of information security, wielding expertise that goes beyond protection – it’s about orchestrating trust. We understand that retrofitting security measures is no longer sufficient in today’s digital landscape; therefore, we weave proficiency into every facet of our operations. Data is the cornerstone of HighPoint’s dedication to security, whether kept in a FedRAMP SaaS system or a data center with Federal accreditation. As a proponent of preemptive security, we embed data control into our systems and the robust security posture tailored to our clients. We protect agency information using a multi-layered strategy that incorporates encryption, access limits, and proactive monitoring.

Security involves protective actions as well as efficient operations. Data flow must meet several agencies’ needs via multiple systems operating within secure boundaries. HighPoint’s technical expertise guarantees that flow is protected. Whether a transaction involves web service calls, API integrations, or intricate Extract, Transform, and Load (ETL) procedures, we incorporate security protocols into every step of the process.

Technical specifics demonstrate our strength in security. We use cutting-edge encryption technologies that make your data impossible for malicious actors to decipher. Only authorized individuals can interact with sensitive information thanks to our access controls role-based permissions. Anomaly detection and behavior analysis are two proactive threat detection technologies that allow us to quickly counter any breach attempt.

HighPoint’s commitment to data security is evidence of our expertise. By choosing us, you’re partnering with data security architects who understand that safeguarding your information is of vital importance.