Client Successes

Bringing World-Class CRM Principles to the Federal Government -Technology Management and CRM Support

International Development Organization

Challenge

What if you could modernize government IT systems and treat employees as customers? One Federal international development organization has embarked on an ambitious roadmap to modernize its IT applications portfolio and provide better service to over 8000 employees across 80 worldwide locations. Chief amongst the challenges that the Information Resource Management (IRM) organization faces is how to bring world-class CRM principles into every constituent facing activity they conduct. As a subcontractor on the PRIME 2.2 program, Customer Value Partners (CVP) teamed with SRA International and provided a variety of services to the IRM organization.

Approach and Results

CVP led the development of an ASP.NET, WebMethods-based distributed system, which is designed to support financial transaction management and reporting for over 80 global missions. CVP, working with SRA, developed tools and strategies to help the agency comply with security directives from the Department of Homeland Security (HSPD-12). CVP provided leadership for intranet data services as well as managed all aspects of the customer's web site. CVP also provided support on the IT support desk, leveraging ITIL principles and developed the enhancement of the enterprise trouble ticketing solution - Remedy.