United States Coast Guard

CPI centralizes 11 United States Coast Guard IT Service Centers, significantly reducing technology costs and streamlining operational efficiency

 

 

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CPI engineers and implements a state-of-the-art, geographically redundant, Avaya VoIP contact center solution for the United States Coast Guard (USCG) C4IT Service Desk.

This CPI solution consolidated 11 disparate USCG contact centers into one centralized facility. The end result for the USCG:

    • A significant reduction in communication infrastructure maintenance and support costs.
    • More streamlined processes and procedures.
    • Increased staffing efficiencies.
    • Further empowers the USCG to provide more immediate IT support on a global scale.

About the United States Coast Guard Command, Control, Communications, Computers and Information Technology (C4IT) Service Desk

The United States Coast Guard C4IT Service Center’s Mission:

Provide full life-cycle support for Coast Guard Command, Control, Communications, and Computer (C4) and Information Technology (IT) applications, systems and infrastructure enabling Coast Guard personnel to have the information they need to perform their jobs effectively.

 

The Challenge

    1. 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.

With advances in today’s state-of-the-art VoIP contact center technology the USCG saw an opportunity to: sizably reduce technology maintenance and support costs, increase operational efficiency, streamline support processes, and increase operational support capacity to 24/7/365 by consolidating all 11 IT support centers into one strategic location. This initiative would ultimately provide a deeper level of support to the people who keep our waters safe.

This initiative is part of a larger United States Coast Guard initiative to leverage today’s more sophisticated VoIP communication technology, ultimately increasing operational efficiency and reducing support and maintenance costs across every facet of their entire communications infrastructure. To achieve this vision, the USCG chose HMS Technologies, Inc. and Communications Products, Inc. (CPI) as part of an enterprise-wide managed telephony and unified communications systems equipment installations and equipment recapitalization, five-year key initiative.

 

The Solution

To enable the USCG to achieve their IT service vision, CPI engineered and implemented a state-of-the-art Avaya Aura Communication Manager solution (the USCG’s first-ever Avaya IP contact center implementation) with Modular Messaging, Call Center Elite, and a dedicated Avaya telephony LAN for their service center. CPI also implemented Avaya IQ reporting for advanced service center reporting and statistical analysis. This 80 agent call center that is growing to 150 will also be implementing an Avaya Voice Portal IVR solution to leverage self-help applications and provide automated responses to common USCG end-user customer IT service requests.

During phase two of this project, CPI will be engineering and implementing a geographically redundant Avaya Communication Manager Telephony platform with Contact Center Elite and Avaya Modular voice messaging. This solution will provide protection from partial or complete failure at the main USCG Consolidated IT service center. Additionally, CPI will be integrating the USCG’s new Avaya contact center technology with their Remedy support solution.

 

The Results

CPI successfully centralized all 11 disparate United States Coast Guard IT help desk operations into a single site. Not only will this reduce the maintenance and support cost for the underlying technology infrastructure but it will increase staffing efficiencies as well, allowing them to offer 24/7/365 IT support on a global level.

Additional benefits the USCG is realizing:

    • Gaining deeper analytical insight into the performance of their IT help desk
    • Increasing speed of end-user incident resolution
    • Reducing risk through a comprehensive, geographically redundant disaster recovery solution
    • Obtaining the ability to shift peak call volume to additional locations if needed
    • Streamlining and standardizing support processes
    • Minimizing the overall cost of providing end-user support

Most importantly, this initiative is increasing the USCG’s speed and preparedness for supporting their vital command, control, communications, computer, information technology applications, systems, and infrastructure, enabling their personnel to have the information they need at the moment it is needed.

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United States Coast Guard