Serving as the public voice of a federal agency requires a blend of skilled staff articulate about an agency's services; processes grounded in best practices to support consistent, high quality customer service; and a robust technology platform that supports efficient omnichannel operations and captures critical performance data. Synergy's team brings the experience of managing one of HHS' largest and most complex, 24/7/365 contact centers. Our team includes staff with expertise in developing and operating high quality omnichannel customer service operations that allow customers to access support via phone, e-mail, text message, and web chat.

Synergy develops technical assistance (TA) strategies that include powerful and diverse resources and dissemination vehicles. Our custom-built TA strategies consider adult learning practices and are based on the needs of the target audience. Additionally, we have the flexibility to respond to ad hoc needs and requests, provide continuous refinement of services, and offer sustained TA when needed.

Synergy’s information technology, communications, and doctoral-level instructional design experts use industry best practices to build state-of-the-art tools to teach skills and concepts in a variety of subject areas. Our blended approach integrates subject matter expertise with innovative technology and effective instructional design. We start with learner analysis, needs analysis, objective and assessment development, and media selection. Our subject matter experts and plain language writers help develop storyboards for each instructional step. We use multiplatform and multiscreen design techniques to develop engaging, customized information architecture plans for self-paced and timed courses. Our experts also ensure that download times are manageable, and that the privacy and security of module users are protected at all times. Our instructional developers work hand-in-hand with our internal user experience experts to provide the best possible look for each e-learning project we deliver.