Designing strategies for agile, impactful, people-centered government services

SynergyUSA served as a force multiplier for USDA’s civil rights programs by bringing a fresh perspective to strategic planning, grounded in meaningful stakeholder engagement and feedback collection.

The Office of the Assistant Secretary for Civil Rights (OASCR) provides leadership and direction for ensuring the fair treatment of more than 110,000 USDA employees across 29 agencies and offices, as well as the millions of Americans served by programs like WIC and SNAP. As part of the U.S. Department of Agriculture (USDA)—an agency committed to promoting sustainable agriculture, feeding Americans, and conserving the nation’s natural resources—OASCR helps uphold the agency’s commitment to serving everyone with fairness and integrity across more than 4,500 locations worldwide.

USDA/OASCR approached SynergyUSA with two goals:

  • Developing evidence-based Language Access Plans (LAPs) for all USDA offices, agencies, and mission areas

  • Creating a new Strategic Plan with a fresh perspective that reflected stakeholder needs and desires

Strategic Initiatives: 5-year Strategic Plan designed with comprehensive stakeholder feedback and 10 Language Access Plans developed and published

How we maximized mission-impact for employees and customers:

  • Research & Benchmarking: We evaluated programs through document review, data analysis, and industry-leading research to ensure compliance with federal laws and regulations, while delivering evidence-based strategic recommendations.

  • Stakeholder Analysis: We assessed workforce perceptions, organizational processes, and human capital gaps through 40 stakeholder interviews, and incorporated stakeholder feedback into the revised mission and vision.

  • Strategic Plan Development: We designed a comprehensive five-year Strategic Plan with actionable recommendations and clear, measurable goals (KPIs) to track progress in achieving mission objectives and meeting workforce and customer needs.

  • Technical Assistance: We provided guidance on developing Language Access Plans—identifying resources, use cases, and best practices—and authored OASCR’s LAP to serve as a best-practice guide.

Results Achieved:

OASCR’s new forward-looking Strategic Plan marked a significant milestone, as it was the first to meaningfully incorporate the insights, experiences, and innovations of both internal and external stakeholders. The office’s new Language Access Plan was grounded in proven frameworks and served as a model for the collaborative development and publication of LAPs for 9 other USDA offices, agencies, and mission areas. These strategy blueprints elevated the credibility, mission effectiveness, and public perception of OASCR.

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SynergyUSA "integrated valuable stakeholder feedback and industry best practices, ensuring a comprehensive and forward-looking strategic plan...Their ability to maintain a tight schedule while ensuring quality output underscores their organizational prowess and strategic planning capabilities."

SynergyUSA "exceed all expectations...they were faced with challenges they had no control over. They handled adversity better than expected and still managed to deliver before due dates."

- Sean Jordan, Contracting Officer, USDA