{"id":80697,"date":"2024-03-05T05:08:28","date_gmt":"2024-03-05T10:08:28","guid":{"rendered":"https:\/\/orangeslices.ai\/?p=80697"},"modified":"2024-03-05T05:08:28","modified_gmt":"2024-03-05T10:08:28","slug":"reli-group-unlocking-government-success-by-understanding-client-needs","status":"publish","type":"post","link":"https:\/\/orangeslices.ai\/reli-group-unlocking-government-success-by-understanding-client-needs\/","title":{"rendered":"RELI Group: Unlocking Government Success by Understanding Client Needs"},"content":{"rendered":"

In the aftermath of a successful year that witnessed RELI Group\u2019s repeated inclusion on the Inc. 5000 list, dual recognition as an Elev8 GovCon Honoree, and the appointment of several new executive leaders, we sat down with Tish Mossman, Vice President of the National Security and Safety Sector; Sean Cusson, Director of Operations; and Angela Mercado, Director of Enterprise Support. Our aim was to gain insights into the team\u2019s sustained success, victories, and growth in supporting federal clients and their data.<\/em><\/p>\n

Federal Contracting Success Anchored in Understanding<\/strong><\/h3>\n

Drawing on a wealth of experience addressing complex challenges for government clients, RELI Group acknowledges that you don\u2019t need bells and whistles or the \u201cnext great thing\u201d to solve many problems. Often, taking the time to really understand the client \u2013 their goals, their challenges, and their existing resources \u2013 can lead to solutions that don\u2019t require costly investments, system overhauls or extensive retraining.<\/p>\n

\u201cThere are often solutions available with tools agencies already possess but may not fully understand,\u201d explained Mossman. \u201cUncovering these solutions requires an understanding of the business, goals and needs, and how to optimize the tools at hand to either meet or move toward those objectives.\u201d<\/p>\n

By leveraging its extensive experience and a deep understanding of customer needs, RELI Group can deconstruct complex challenges into smaller, manageable components. This strategic approach enables the team to identify and address specific issues, allowing them to deliver immediate impacts. These quick wins, in turn, help engage federal employees and build trust between the contractor and the client.<\/p>\n

Unveiling Genuine Needs Through Effective Communication<\/strong><\/h3>\n

At the heart of RELI’s approach is the need for dialogue that uncovers authentic client needs. While clients may initially present requests based on their understanding, a deeper exploration often reveals a misalignment between these requests and their actual needs. This level of insight necessitates a profound understanding of the client, business processes, goals, and the spectrum of available tools and technologies.<\/p>\n

\u201cSometimes the client will come in and say, \u2018We want an apple pie.\u2019 So, it\u2019s our job to ask, \u2018What is it about that apple pie that you really want? How big should it be? Do you want a crumble topping or a lattice top? What kind of apples should we use?\u2019 You must have the knowledge and experience to ask the right questions and find out what the client really needs \u2013 they might think it\u2019s an apple pie, but it\u2019s really a birthday cake,\u201d explained Cusson.<\/p>\n

Cusson\u2019s analogy captures the essence of effective communication, emphasizing the importance of delving beyond surface-level requests. By engaging in thoughtful conversations and employing a tailored approach to discern genuine needs, RELI ensures that their solutions align with their clients\u2019 needs and expectations. This commitment to insightful communication not only strengthens relationships but also lays the foundation for delivering solutions that truly address the nuanced requirements of their clients.<\/p>\n

Crafting a Cohesive Story through Knowledge Management<\/strong><\/h3>\n

Part of helping formulate these questions, and driving the most effective solutions, comes from knowledge management, an intimate knowledge of the available data and what it relates to, where it lives, who has access to it, and who needs access to it. \u201cThere\u2019s so much data, so going through everything and realizing what\u2019s valuable is key,\u201d explained Mercado. \u201cBut beyond getting all the data in one place, you have to elevate the points that really matter and use the data to tell the story, so decision-makers have the best information in front of them.\u201d<\/p>\n

But the story goes beyond just the data \u2013 the RELI team uses all the information at their disposal to craft a story that inspires the federal team and encourages buy-in. \u201cAs a government contractor, our job is to build a story focused on the agency\u2019s mission and goals, with an emphasis around improving performance or reaching goals that will break down silos, demonstrate better decision making, increase engagement or improve stakeholder satisfaction,\u201d explains Cusson. \u201cIt requires combining voices from across the organization to create a multi-dimensional story that is relatable and that everyone can get behind.\u201d<\/p>\n

RELI’s commitment to weaving a narrative signifies a strategic approach that unites diverse perspectives and fosters collective support for a shared vision. This comprehensive approach not only informs but inspires, creating a story that resonates with stakeholders.<\/p>\n

Trust Informing Change<\/strong><\/h3>\n

Acknowledging the challenges that come with moving an organization forward, RELI Group excels at facilitating incremental progress. The team uses sound change management principles, builds on trust and open communication, and initiates manageable changes that demonstrate the team\u2019s effectiveness at solving pressing challenges.<\/p>\n

\u201cBy understanding the client\u2019s needs and leaning on relationships built on trust, we\u2019re able to demonstrate forward movement for the betterment of the organization and its stakeholders, all through a positive lens,\u201d explains Mercado.<\/p>\n

Trust plays a crucial role in communication, particularly as needs evolve, higher goals are set, and the team understands the client more deeply. This emphasis on trust goes beyond the immediate changes implemented; it serves as the foundation for a dynamic relationship that evolves with the organization’s needs. As RELI navigates through the complexities of client requirements, their commitment to trust ensures a resilient and adaptive approach to change, fostering a collaborative environment that paves the way for sustained progress and success.<\/p>\n

 <\/p>\n

Meet the Team<\/strong><\/h3>\n

Tish Mossman \u2013 Vice President, National Security & Safety<\/strong><\/h4>\n

\"\"Tish Mossman is a senior leader with more than 25 years of experience from a strategy and delivery focus across commercial, industry and government contracts. She has been with RELI for seven years and has held a variety of VP roles in healthcare as well as defense, safety, and security; these roles span across engineering, digital services, PMO and TSA divisions, as well as her current position as Vice President of RELI\u2019s National Security and Safety Sector. Based on her professional experience, she works with her customers to understand their needs and provide sound solutions to solve business or technical problems. Tish\u2019s drive for leadership and implementation has allowed her to successfully oversee RELI\u2019s largest portfolio of programs. Her success is based on a focus on customer expectations, quality, risk management and ensuring the right staff are in place to meet customer expectations. Tish has multiple industry certifications including Project Management Professional (PMP), SAFe Agilist (SA), Certified Scrum Master (CSM) and DevOps Foundation Certification.<\/p>\n

Angela Mercado \u2013 Director of Enterprise Support<\/strong><\/p>\n

\"\"Angela Mercado is RELI\u2019s Director of Enterprise Support. She is passionate about connecting people to the services and information they need, exemplified by the breadth of her experience supporting government communications, technology and change management initiatives. From winning a ClearMark award from the Center for Plain Language in 2012 for her plain language rewrite of the HHS website flu.gov, to leading the design and implementation of TSA\u2019s customer experience strategy which resulted in the TSA client team receiving the 2021 Service to the Citizen award, Angela keeps the human at the center of her work.<\/p>\n

With two decades of digital services, communications, and human centered design experience, Angela has supported both the legislative and executive branches of the government. After beginning her career in the private sector, she spent more than four years supporting the U.S. House of Representatives as a web content developer and reference assistant, Angela has dedicated the last 12 years to government service as a consultant for various small and large consulting firms. Her experience primarily focused on public health through HHS and their numerous staff and operating divisions before broadening her scope at RELI Group to include defense and security agencies, including TSA.<\/p>\n

Sean Cusson \u2013 Director of Operations<\/strong><\/p>\n

\"\"Sean Cusson is the Director of Operations for RELI, where he leads multiple teams supporting TSA. Additionally, Sean supports RELI\u2019s growth within DHS. Prior to working at RELI Group, Sean served as a consultant for airport operators and technology companies, advising them on regulatory challenges relating to aviation security. Additionally, he authored or co-authored multiple aviation related research projects. Sean served as the Director of Public Safety and Security for Airports Council International \u2013 North America where he advised airport operators on a broad range of regulatory issues and advocated on their behalf before federal agencies. Sean also worked for U.S. Customs and Border Protection where he briefed senior officials and members of Congress and their staff and responded to congressional inquiries regarding passenger facilitation and cargo security issues.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

In the aftermath of a successful year that witnessed RELI Group\u2019s repeated inclusion on the Inc. 5000 list, dual recognition as an Elev8 GovCon Honoree, and the appointment of several new executive leaders, we sat down with Tish Mossman, Vice President of the National Security and Safety Sector; Sean Cusson, Director of Operations; and Angela […]<\/p>\n","protected":false},"author":629,"featured_media":80709,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":"","_links_to":"","_links_to_target":""},"categories":[46094,459686],"tags":[4266],"class_list":["post-80697","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-featured-post","category-featured-interview","tag-reli-group"],"acf":{"uuid":""},"jetpack_featured_media_url":"https:\/\/news-cdn.orangeslices.ai\/wp-content\/uploads\/2024\/02\/22001809\/Untitled-design-2024-02-14T103555.792.png","publishpress_future_action":{"enabled":false,"date":"2025-03-24 00:55:41","action":"change-status","newStatus":"draft","terms":[],"taxonomy":"category"},"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/orangeslices.ai\/wp-json\/wp\/v2\/posts\/80697","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/orangeslices.ai\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/orangeslices.ai\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/orangeslices.ai\/wp-json\/wp\/v2\/users\/629"}],"replies":[{"embeddable":true,"href":"https:\/\/orangeslices.ai\/wp-json\/wp\/v2\/comments?post=80697"}],"version-history":[{"count":3,"href":"https:\/\/orangeslices.ai\/wp-json\/wp\/v2\/posts\/80697\/revisions"}],"predecessor-version":[{"id":80840,"href":"https:\/\/orangeslices.ai\/wp-json\/wp\/v2\/posts\/80697\/revisions\/80840"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/orangeslices.ai\/wp-json\/wp\/v2\/media\/80709"}],"wp:attachment":[{"href":"https:\/\/orangeslices.ai\/wp-json\/wp\/v2\/media?parent=80697"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/orangeslices.ai\/wp-json\/wp\/v2\/categories?post=80697"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/orangeslices.ai\/wp-json\/wp\/v2\/tags?post=80697"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}