Client Successes

Analyzing Service Levels - Procurement Service Desk and CRM

Federal Agency

Challenge

How do you improve efficiencies in a procurement system that services 12,000 users? The Office of Procurement is the central purchasing organization at this government agency. Over $2B worth of purchasing obligations are managed through two enterprise solutions. The Web Request Tracking System (webRTS) is the mission critical application the agency utilizes to issue and track all procurement (and non-procurement) requests and requisitions. The Web Integrated Procurement System (webIPS) integrates with webRTS to process requisitions and procure all items and services the agency requires to fulfill its mission. Customer Value Partners (CVP) won the contract under GSA IT 70 to provide operations support and help desk services for this procurement system which supports users across the United States.

Approach and Results

CVP worked closely with the customer's Office of Procurement management staff and systems integration developers to advance help desk operations, training, policies and procedures, as well as assesses the ongoing development of Service Level Expectations (SLEs) into more formal Service Level Agreements (SLAs). CVP implemented feedback and reporting processes and has implemented its own Customer Tracking System to resolve user issues faster and analyze problem report patterns more efficiently. Through feedback and reporting, as well as analysis of service level metrics, CVP recommended enhanced systems improvements to the software provider in a tight feedback loop, thus improving operational and user efficiencies. In just one year, while the case load increased 16%, the average turnaround time was reduced by 82%.