Case Study

SCRGT’s responsive solutions make positive impacts on missions and lives.

Case Study: IT Engineering & Operations
Customer: U.S. Citizenship and Immigration Services (USCIS), Office of Information Technology (OIT)

Background

The Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS) is responsible for lawful immigration to the United States. They administer the nation’s lawful immigration, safeguarding its integrity and promise by efficiently and fairly adjudicating requests for immigration benefits while protecting Americans, securing the homeland, and honoring our values.

The USCIS Office of Information Technology (OIT) provides IT, expertise, and the strategic vision necessary to enable USCIS to deliver effective, efficient, and secure immigration services and products. OIT leads USCIS in the design, development, delivery, and deployment of IT services and solutions that are transforming the nation’s immigration system. USCIS OIT supports more than 27,000 government employees and contractors working at more than 250 offices worldwide, in an environment with more than 40,000 desktops and laptops, 25,000 printers and peripherals, 1,200 servers, and 15,000 mobile devices

The Challenge

To ensure USCIS end users can effectively perform their mission-enabling responsibilities, USCIS OIT sought assistance in operating and maturing their service desk, providing IT support to field offices and service centers, executing account management services, and performing hardware incident resolution. In doing so, USCIS OIT sought to continuously improve incident/problem resolution speed and enhance end-user self-service abilities by providing comprehensive and easy-to-use solutions. In addition, USCIS looked to improve the overall efficiency and effectiveness of service desk operations by identifying and addressing the root causes of common technical problems and documenting their solutions before they could become trends. Finally, USCIS wanted to adopt new technologies for end-user support as they became available, ensuring best-in-class service to their user community.

The Solution

In 2015, USCIS OIT selected Salient CRGT (SCRGT) for the Information Technology User and Field Operations Support (NEON) program. SCRGT provides enterprise service desk operations services, including Tiers 0 through 2, major incident management, knowledge management, problem management, service request management, account management, and VIP support. SCRGT also delivers a broad range of field support across the USCIS enterprise worldwide, deployment services, support for server and network operating systems, training, and hardware incident resolution and repair. In addition, we provide focused support for USCIS’s major service centers, including network, server, and unified communications deployment.

Upon contract award, SCRGT led the migration from an antiquated Information Technology Service Management (ITSM) system, which had a large backlog of unanswered and unresolved help desk tickets and lacked automated processes, to a new, best-of-breed ServiceNow service desk platform.  

We implemented ITIL best practices, including incident, problem, knowledge, change, configuration, and release management. SCRGT has continuously improved the service desk, defining a roadmap to adopt ITIL 4, implementing artificial intelligence-driven capabilities to improve self-service and incident resolution, and leveraging mobility solutions to improve field support activities. We strive to continually improve the user experience, such as:

  • Improving end-user visibility into wait times regardless of service desk contact method.
  • Improving the self-service capability within chat interfaces to automatically select and send customers a “best match” solution written and explicitly formatted to address the symptoms of their specific needs.
  • Expanding Tier 0 services to include peer-to-peer support through our “Ask the Community” feature, which allows users to collaborate and answer each other’s questions, promoting collaboration and expanding users’ technical abilities.

These enhanced self-service capabilities allow users to resolve issues themselves and return to work more rapidly with increased customer satisfaction.

We have supported USCIS OIT with major initiatives, such as relocating the Westminster, Colorado, Support Center to Stennis, Mississippi, and rapidly supporting telework capabilities in response to COVID-19. SCRGT also deployed a custom-built tool suite to aid in deployment services, with modules supporting pre-deployment site surveys, on-site installation and data migration, and post-deployment closeout.

The Impact

SCRGT has consistently met or exceeded well-defined, acceptable quality levels (AQLs) for all areas of our support. By improving end-user satisfaction survey methods, USCIS OIT has realized an increase of over 400% in survey responses, providing improved insight into the end-user perspective. By leveraging automation, we improved the efficiency of account management services by more than 25%. Our improvement to hardware support activities, including more effective sparing procurement, also led to cost savings. Our short notice response to a critical IT deployment effort in Amman, Jordan enabled USCIS to process nearly 12,000 refugees in less than three months and resulted in SCRGT receiving the prestigious USCIS Director’s Beacon Award.

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