The Challenge:

The United States Coast Guard C4IT was providing all internal information technology, applications, system and infrastructure support for their 42,000 men and women on active duty from 11 distinct regional IT service centers around the United States. This created a number of challenges for the USCG:

United States Coast Guard Logo1) They had the costly and time-consuming task of maintaining and supporting 11 disparate communication technology environments.

2) Staffing 11 disparate service centers created human resource inefficiencies which limited the USCG’s global IT service desk operations to only providing IT support from 8 – 4 (which just wasn’t enough for an organization that is “Always Ready”).

3) Each individual site wasn’t able to offload peak contact center volume during heavier-than-expected call loads to other facilities that had available support staff.

4) Enforcing adherence to standard delivery processes, procedures, and methods across 11 separate IT service centers was nearly an impossible task.

5) The USCG personnel didn’t have “one place to go” for their IT support issues, they had 11 different options.

6) The USCG didn’t have access to consolidated service center analytics to track global service delivery across all of its IT service centers.

See how CPI helped the United States Coast Guard reduce technology maintenance and support costs, increase operational efficiency, streamline support processes, and increase operational support.

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I would like to congratulate CPI and your team on the successful implementation of the consolidated IT service desk. The USCG was very pleased with CPI’s performance and HMS’s team effort in the implementation of this task order. The USCG was also impressed with your team’s performance in working with the individuals on site, coordinating the complex activities, your due diligence and always going above and beyond the requirements for this project. Due to your efforts, the USCG was very pleased with the project’s outcome and could not say enough about your outstanding individual efforts…
"Outstanding Effort" – Wayne Coffron

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