Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
This is a hard question to answer, given our market. Alberta has been hit viciously with an energy crisis, which led to some layoffs in downtown Calgary. Our buildings have around 20% vacancy, which didn't exist even 12 months ago, and the figure is expected to rise by the end of 2017.
Despite this, I would say that we're doing pretty well. We've been able to hold year over year, even though we haven't seen a particular increase in our business since the site was launched in August 2016. At the same time, we haven't seen the 20-25% slide reported by other healthcare businesses in our area.
People are going to the internet and choosing the physicians they want to see based on their web-style bios, which came as a suggestion from ICONA. The user is better able to identify their own problems with those of someone else. We've heard this a lot from clients who have asked to see individual practitioners based on what they read online. We are attracting more people involved in extreme sports, but who also have families. This combination of giving our personal information along with our professional interests has drawn a different type of clientele, which we may not have seen previously.
How did ICONA INC perform from a project management standpoint?
ICONA's team was good and thorough at the front-end. We did end up being delayed by 4-6 weeks, but that came as a combination of us not understanding what our commitment was at times, and a staff emergency on ICONA's side. There wasn't anything that would make me say ICONA wasn't as good as what they presented initially. They managed the internal glitch really well.
ICONA has an interesting way of doing business, by which everything is handled over the internet, with few face-to-face communications. I found that a bit awkward in the beginning, given that I like getting to know people, but the process was painless. If we did need to meet for more complex issues, there was never any hesitation on ICONA's part. I put that down as being the way business is done in the modern world, for efficiency.
What did you find most impressive about ICONA INC?
I appreciated the precision in ICONA's way of doing the work. Nothing was ever grey; if we had any questions, they were clearly explained, in a quick and efficient manner. The caliber of people which ICONA assigned to us was immensely impressive. There is a high standard of professionals that were involved in our project.
Are there any areas ICONA INC could improve?
If ever there was anything that wasn't working, we could email or call ICONA's principal and have the issue dealt with right away. It was usually a case of my team being unclear about terminologies and what things meant. We've had to ask a bunch of questions, but we did receive the answers.