USDA Telecommunication Communications Service Center (TCSC)
VisualPoint helps USDA streamline its telecommunications service order and asset tracking processes.
The United States Department of Agriculture (USDA) is a Federal Agency with a workforce of 88,000 employees worldwide. Within the department, the Office of the Chief Information Officer (OCIO) has the primary responsibility for the supervision and coordination of the design, acquisition, maintenance, use, and disposal of information technology by USDA agencies. The Telecommunications Customer Service Center (TCSC), a subunit within OCIO, has the responsibility for establishing and maintaining voice-related telecommunications services within the Washington metropolitan area National Capital Region (NCR). The NCR includes locations in the District of Columbia, Prince George’s and Montgomery counties in Maryland, and Arlington, Alexandria, Fairfax, Prince William, and Loudon counties in Northern Virginia.
At the time VisualPoint was brought in to assist USDA, the Department was faced with the challenge of continuing to support its existing customers, and the 24,000+ voice circuits that represented, while rolling out a Voice over IP (VoIP) solution as well as implementing a new system to manage the Department’s ever increasing number of mobile devices. The customer was also in need of enhanced data management capabilities that would allow it to more accurately report on the utilization and consumption of telecommunications products and services within individual agencies and across the entire enterprise.
VisualPoint took the initiative to research emerging technologies, best practices, and trends in the industry and after completing a thorough review of WCTS policies, procedures, and systems VisualPoint made recommendation on streamlining operations and strategies for extending beyond the traditional telecommunications service offerings of WCTS to include voice and video over IP, cellular services management, and supportive web technologies that would allow WCTS to be more responsive to its customers. VisualPoint built a comprehensive solution that captured and tracked all the data, workflows, and processes that underlie TCSC’s entire service catalogue.
Today the TCSC uses a modernized Service Order Tracking System (SORTS) to track service order requests and assets. One of the most exciting modules was specially designed to handle the procurement and tracking of mobile devices. The module builds on the core capabilities of the system by adding the ability to manage customized client data, provide detailed asset tracking, and synchronize system data with outside vendors. These innovations have enabled TCSC to quickly and effectively process thousands of service order requests with faster turn-around times and with fewer processing errors. With these accomplishments TCSC also reinforces its reputation as a first-class service agency within USDA. To achieve this success, VisualPoint leveraged their proven methods and best practices at every stage of the project. By following a standardized project plan and adhering to a proven development methodology, VisualPoint ensured that the project was delivered on time and on budget.