Gateway Clients

Helping clients to achieve their goals: some project profiles

Goal: Be ranked as one of Canada’s top-rated ecommerce sites – in English and in French

Mountain Equipment Co-op is an iconic Canadian outdoor retail cooperative. Their web-site is consistently ranked among the top ecommerce sites in Canada. Gateway led a team of internal staff, software vendors and consultants in the successful development and launch of the site in 2001. Then they managed its maintenance and upgrades until it functioned as an integral part of the organization. And finally, they played a key project management role in the francization project that translated over 600,000 words into French – which was an award-winner in its own right. Project management, facilitation, and active coaching were all key services provided by Gateway to MEC to support its ecommerce success.

Georgette Parsons, Chief Information Officer, Mountain Equipment Co-op
“Anne is a superb project manager, with exceptional facilitation and interpersonal skills. She has consistently delivered high quality results for me over the years.”

Goal: Link our organization from coast to coast so we can share information and knowledge

MEC hired Gateway to lead the project of building and implementing a social computing intranet that would connect employees across the organization and provide easy access to key information and knowledge. Gateway provided the full range of services to MEC – project management, facilitation, active coaching, communications and training. The site was voted by staff as the best systems project of the year, and continues to be exceptionally well used and well supported.

Naomi Grattan, Internal Communications Specialist, Mountain Equipment Co-op
“Anne is a great coach. She listens with intent – and then asks the right questions to help you focus your thinking and develop clear strategic direction. Talking to Anne always helps me figure out the next steps, she’s fabulous!”

The Goal: Projects that are consistently more profitable

Junxion Strategy is an international consultancy that works to catalyze progress on social and environmental sustainability. The partners hired Gateway to guide their team of project managers in developing and applying a project methodology that would result in consistently profitable projects, happy clients, and satisfied Junxion employees. We facilitated working sessions that allowed a team of 8 project managers to co-create a set of Junxion-appropriate policies, procedures and tools, we documented the results, and we coached the project managers in their use until the new tools and processes took root.

David Kuefler, Senior Partner, Junxion Strategy, Vancouver
“Anne is one of those people who brings both sides of her brain to the table. She has an incredible ability to consume vast amounts of detail and simplify it into tangible and achievable plans.”

The Goal: Staff that are engaged and well-informed

Ministry of Children and Family Development delivers services to BC’s citizens across the province. Vancouver Coastal Region, MCFD’s largest operating region, engaged Gateway to develop and implement a wide-ranging communication strategy. Over a two-year period, we facilitated working sessions with the management team to refine decision-making processes, built a communication strategy, coached staff in the creation of action-oriented communications, helped develop a staff conference on the theme of appreciation, and provided project management guidance in building and sustaining a Share Point site that gives access to thousands of administrative documents and acts as a knowledge-sharing hub to all VCR staff.

The Goal: Access key administrative documents quickly and easily

MCFD’s Vancouver Coastal Region hired Gateway to help make its thousands of administrative documents accessible to staff more quickly and easily. Working with the internal Project Manager, we designed and led working sessions to restructure Local Area Network files to make them intuitive and consistent, and to gather requirements for creating an on-line library using SharePoint. We tapped into our network of experienced consultants to find just the right person to help with the site design and implementation, then we coached VCR’s Project Manager in supporting Supervisors of Administrative Services through its successful launch and in communicating the site’s functions and features to everyone across the Region. The project was praised by employees as one of the most successful changes they’d experienced!

Lesley O’Keefe, Director of Planning, Ministry of Children and Families, Vancouver Coastal Region (Retired)
“Anne’s skill in guiding a group, whether newly formed and seeking direction, or established and moving in a new direction, has greatly supported our organization to move several initiatives forward.”

The Goal: Solid project management skills and tools to support our organization’s growth

Francisation InterGlobe (FIG) is the leading corporate francization and linguistic marketing firm in Canada. It supports companies who are moving into the Quebec market to successfully engage their Francaphone customers and obtain language certification from the Quebec government. FIG’s business had been growing exponentially for over two years, leading its President to recognize the need for more robust project management skills and processes to help ensure the company’s ongoing profitability. Gateway designed and developed tools, demonstrated their application on actual projects, provided hands-on coaching to FIG project managers, and management consulting support to its executive.

Jean-Guy LaTulippe, Vice President, Francization InterGlobe
“Anne is an inspirational facilitator with a talent for working in complex environments. She knows how to listen carefully and transform discussion into strong business strategy to drive success. I can’t recommend her highly enough and am grateful for the added value she brings to our clients.”

The Goal: Customer Service Center staff able to answer calls from day one

Serving approximately 1.1 million customers in more than 135 communities, Fortis BC delivers more energy than any other utility in British Columbia, approximately 22% of the total energy consumed. On January 1st 2012 Fortis opened two customer service centers and started taking calls. Gateway Project Managers and Instructional Designers planned, designed and led the development of a radically different training approach that enabled Fortis to effectively prepare over 300 newly hired staff to answer customer’s calls, and meet their needs from day one. Using a role-focused, performance-based training model, Gateway’s training enabled staff to confidently use the sophisticated SAP software and access the repository of documentation that Gateway was also instrumental in designing.

Hugh R. Smith P.Eng, PMP, R-Tech Technology Inc. On contract to Fortis as the Program Manager.
“In my 20 years of implementing major ERP projects, Gateway delivered by far the most effective approach to training and documentation I have ever experienced. The Gateway approach, with its focus on sustainability, was a critical piece in the successful delivery of the Customer Care Enhancement Program”.

The Goal: Staff who are proficient in their use of mandated systems

Vancouver Aborginal Child and Family Services Society (VACFSS) is a non-profit society serving urban aboriginal children and families in the Greater Vancouver Area. It is one of the largest aboriginal agencies in BC. Gateway has been providing role-focused, performance-based training to VACFSS – and many other agencies serving aboriginal communities – for over a decade. We help ensure that their staff are proficient and confident in their use of the case and contract management systems that are mandated by the provincial government. Gateway’s training is consistently rated as excellent and its trainers are specifically requested by name.

Sandra Sotkowsky, Team Leader, Aboriginal Family and Child Services Society
“Danielle (Griffiths, Senior Gateway Trainer) is a very knowledgeable trainer who has a lot of patience. Her personality creates a soothing comfortable learning environment. When I heard Danielle was going to be the instructor for the new ICM system, it made me feel confident that I could learn it.”

Goal: Support one another as well as we support our clients

Vancity is one of Vancouver’s best loved, member-owned financial cooperatives. Its dedication to service is not just focused on its members, but also on its own internal service delivery. Gateway was hired to develop and implement a model for measuring staff satisfaction with the service they were receiving from other internal departments. Gateway worked with one of its strategic partners to develop a survey and measurement model, managed the implementation of the survey, analyzed the results, and facilitated working sessions with individual departments to build strategies for improvement. Then we did it again the next year!

Paula Martin, Senior Vice President, Member Engagement, Vancity
Expertise, experience, innovation and a keen intuition have given us a high quality product every time. Gateway has really made a difference.”

Goal: Define our requirements for our new intranet so we can build it to meet our needs

Gateway was hired by Vancity’s Communication Department to design and facilitate a series of organization-wide working sessions to gather requirements for a new corporate intranet and build internal support for the work needed to build and implement it. We designed and led workshops that were engaging, effective (and entertaining!). The intranet Vancity was subsequently implemented became a corner-stone tool for the organization.

Allison Rugge, Web Master, Vancity Savings and Credit Union
“Anne was diligent in identifying diverse stakeholder needs in advance of the session and ensuring their interests were reflected in the agenda. We definitely met our meeting objectives as a result of Anne’s excellent planning and her engaging approach to facilitation.”

Goal: A strategic plan that inspires and engages

Canadian Parks and Wilderness Society (CPAWS) hired Gateway to facilitate their Strategic Planning Process from idea to execution. We used our professional tool kit to design engaging processes, visually represent ideas, and fully include remote participants. We subsequently helped to communicate the plan in both written and verbal formats to help ensure that it was converted into meaningful action.

Chloe O’Loughlin, Executive Director, Canadian Parks and Wilderness Society (CPAWS BC)
“After 30 years of strategic planning, I learned a whole new style and process from Anne. She worked brilliantly to include everyone in the planning process and keep participants focused at the right level. She helped us create an inspirational strategic plan, with challenging but achievable outcomes, while building pride amongst all of us. She was never pushy but magically managed to complete the task in a very short period of time.”
Kai Chan. CPAWS BC Board Member and Lecturer at UBC
“Anne was transformative for our group. Past meetings frequently ran long and conference calls were painful and awkward. Anne had everyone contributing meaningfully, and she continually demonstrated a knack for summing up a complicated set of contributions in a coherent synthesis that pleased everyone. We reached all our goals for the meeting, and we all enjoyed the process!”

Goal: Support our success with targeted, professionally built training

Rennie Marketing Services is one of the best-known names in real estate. Supporting high-caliber agents who are successful business people in their own right is a key corporate goal. Rennie hired Gateway to research and design a full training program – from an introductory session for new agents to a Speaker’s Series for seasoned advisors – and then to work with senior managers to coach them in putting their own stamp on the materials and delivering the sessions.

Ben Taylor, Sales Director, Rennie Marketing Systems
“Working with Anne was a total pleasure from day one. She makes the tedious and complicated, seem straightforward and simple from years of industry experience. Having her provide guidance was invaluable. I would recommend her to anyone who wants to get a message or idea conveyed to any audience.”