Turnkey Solutions, LLC is a nationally recognized consulting firm founded in Atlanta, Georgia in 2002. We are a certified 8(a), EDWOSB (Economically Disadvantaged Woman Owned Small Business) firm that specializes in the citizen experience. Our vision is to change the face of government all over the globe. We are the premier citizen experience partner for the public sector and utility markets, increasing trust in government and utilities through greater transparency, understanding of their citizens, streamlined processes, improved technology, and employee awareness.
State and local government, municipalities and utilities account for about 98% of our business over the last twenty years. We assist our clients in providing an excellent citizen experience through our own proven methodology. This proprietary methodology, AAPII (pronounced like “Happy”), stands for Assess, Analyze, Prioritize, Implement and Improve. It incorporates all the key principles that lead to an excellent citizen experience. In fact, most recently, JD Powers named one of our government utility customers the most improved water utility in the country according to their 2019 Water Utility Residential Customer Satisfaction Study.
Additionally, Turnkey Solutions provides specific products and services that our clients can use to better the experience of their citizens. These include the following:
- The Turnkey Municipal Call Center, which provides outsourced “311” type capabilities for municipalities that want to offer excellence in citizen service in the most effective and efficient way.
- TalentLMS, an online learning management platform that allows the public sector and utilities to create, track and deliver 24/7 training to employees, so as to equip them to provide better service to citizens
- ProcedureFlow, a re-imagined knowledgebase that can be used in the contact center to reduce training time, standardize agent responses and increase accuracy.
MEET OUR CEO
As president and CEO of Turnkey Solutions, LLC, Dona Franklin is a proven industry leader in contact center strategy and 311 implementations. Her laser-sharp focus on business process improvement and maximizing technologies helps her and her team deliver solid returns on investment for her clients time after time.
Franklin began her career in the telecommunications field shortly after graduating from Princeton University. Working for telecom giants such as AT&T, Lucent Technologies, BellSouth, and WorldCom, she provided world-class service to an extensive list of clients including Fortune 500 companies and state and local governments.
After spending many years in the field and amassing multiple national and international corporate awards, Franklin was ready to launch her own endeavor. In 2002, she founded Turnkey Solutions, determined to help contact centers reach their next level through excellence in customer service. As the business developed, over the years, it expanded into the more comprehensive role of improving organizational performance and thereby improving customer service. A Six Sigma Black Belt, Franklin emphasizes the importance of careful preparation, practical technologies, clean accurate processes and actionable solutions as the hallmarks for successful business.
A keynote speaker and presenter at numerous industry-related conferences as well as local, regional and national events, Franklin’s passion for call center excellence and process-driven analysis within her industry is rivaled only by her passion for helping others to achieve their God-given potential.
A firm believer in giving back to the community, Franklin has mentored college students, particularly in the areas of leadership and entrepreneurship; and coached and developed businesses for more than 25 years. She is also very active as a leader in her church, where she founded and leads GloryWorks!, an entrepreneurship group designed to encourage small business creation and economic growth in the community. Additionally, Franklin has worked with Medical Missions through her church and has been involved in refurbishing a community hospital to help the people in the small village of Ubulu, Nigeria. Finally, she is working with a major public school system in the Atlanta area to create a Community Garden out of a property she owns close to schools in that area.
Franklin is bilingual and loves to travel whenever the opportunity arises. She lives in Atlanta and is the mother of two successful adult children.
Our mission is to be the premier citizen experience partner for the public sector and utility markets, unlocking doors, opportunity by increasing trust in government and utilities through providing:
i. Greater transparency
ii. Better understanding, their citizens
iii. Streamlined processes
iv. Improved technology
v. Greater employee awareness.
At Turnkey Solutions we glorify God by changing the face of government all over the globe.