ABOUT
TURNKEY SOLUTIONS
Turnkey Solutions, LLC is an Atlanta-based management consulting and professional services firm that helps government agencies, utilities, and other public-serving organizations strengthen leadership, improve operations, and deliver better experiences to the people they serve.
Since 2002, we have helped organizations address complex challenges involving organizational development, leadership development, process redesign, contact-center strategy, workforce performance, training, change management, technology readiness, and citizen experience.
Our work is grounded in a simple understanding: the experience an organization delivers to the public is shaped long before a citizen makes a call, submits a request, or enters a government office. It begins inside the organization—with its leadership decisions, workplace culture, employee readiness, business processes, technology, and systems of accountability.
Using our proprietary AAPII methodology—Assess, Analyze, Prioritize, Implement, and Improve—we look beyond isolated symptoms to uncover root causes and implement practical, sustainable solutions. By aligning people, processes, technology, and leadership, we help organizations operate more effectively, empower employees, improve citizen experiences, and strengthen public trust.
Our core services include:
- Organizational and Leadership Development
- Operational Excellence and Process Redesign
- Contact Center Strategy and Optimization
- Training, Coaching, and Workforce Enablement
- Change Management and Organizational Transformation
- Data, Performance, and Workforce Optimization
- Technology Readiness and Implementation Support
- Citizen and Customer Experience Strategy
Connecting all this work is the Ripple Theory of Leadership—Turnkey’s leadership framework built on the principle that every decision, conversation, action, and inaction creates effects that move through an organization and ultimately reach the people it serves.
Leadership, therefore, does not belong only to executives or those with formal titles. At every level of an organization, people make choices that affect coworkers, operations, service delivery, citizen experience, and public trust.
Every leadership decision is a drop. Citizens experience the ripples. Every ripple builds public trust or breaks it.
MEET OUR CEO
DONA FRANKLIN
Dona Franklin is the founder and CEO of Turnkey Solutions, LLC, an organizational performance strategist, leadership advisor, author, and nationally recognized expert in citizen experience and public-sector transformation.
A graduate of Princeton University and a Six Sigma Black Belt, Dona began her career in telecommunications, working with organizations including AT&T, Lucent Technologies, BellSouth, and WorldCom. She founded Turnkey Solutions in 2002 with a commitment to helping organizations improve performance through stronger processes, better use of technology, and more capable and empowered employees.
Under her leadership, Turnkey has evolved into a multidisciplinary consulting firm serving government agencies, utilities, and other public-serving organizations. Dona’s work connects leadership decisions, organizational performance, employee experience, citizen experience, and public trust.
Dona is the author of The Impact of Leadership on the Citizen Experience: A Practical Guide to Building Trust in Every Decision, Conversation, and Crisis. Her research and experiences became the foundation for the Ripple Theory of Leadership—the principle that every leadership decision, conversation, action, and inaction creates effects that move through an organization and ultimately reach the people it serves.
A frequent speaker, facilitator, and advisor, Dona is known for helping leaders turn complex challenges into practical action. She is also deeply committed to entrepreneurship, mentorship, faith, and community service and has spent more than 25 years helping individuals and business owners pursue their God-given potential.
Dona lives in Atlanta and is the proud mother of two successful adult children.
OUR MISSION
Our mission is to help public-sector and utility organizations strengthen leadership, improve organizational performance, and deliver experiences that increase citizen confidence and public trust.
We accomplish this by creating practical, people-centered solutions that support:
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Effective and accountable leadership
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Capable and engaged employees
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Streamlined and sustainable processes
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Strategic use of data and technology
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Responsive, citizen-centered service
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Continuous organizational improvement