End-User Services Bring Tech Care to EPA

 

SAIC managed services mean less IT headaches so that agency employees can stay focused on their missions

 

The 18,000 IT users across the EPA can focus on working to protect our natural resources knowing they have SAIC managing their business equipment and providing technical support when needed.

SAIC is bringing ITIL-aligned services management best practices to the agency. End users are receiving a better customer experience, and the organization is seeing greater operational efficiencies, cross-functional collaboration and transparency in service performance.

 

Business people in meeting room taking part in video conference
Video teleconferencing support is part of the managed services we bring to the EPA.

 

The service delivery program covers service desk, deskside support, engineering and Microsoft 365 and Lotus Notes email management. We are also handling mobile device and teleconferencing services, managing infrastructure, and providing emergency operations support.

Upgrading EPA's resources and services

To assure a more productive EPA workforce, SAIC will:

  • Establish the enterprise IT service desk, bringing together the multiple, siloed help desks of EPA's complex IT support environment, so end users will have a single point of contact. It will reduce service redundancies and costs, streamline communications and issue resolution, and induce enterprise knowledge management.
     
  • Perform EPA’s annual PC refresh cycle. This will assign about 2,700 two-in-one laptop computers and desktop docking stations each year, refreshing all 11,000 device sets in four years.
     
  • Transition the agency to the ServiceNow service management platform. It will give those needing IT support a 24/7 portal to submit service tickets and access to self-service tools that include ticket status, knowledge articles and password resets.

 

Two SAIC engineers are assembling the computer
In addition to performing an annual PC refresh cycle, our staff manages business equipment needs.

 

EPA leadership will gain insights with ServiceNow’s real-time performance dashboards and make informed decisions on service improvements.

Artificial intelligence and machine learning advances incorporated into the cloud-based service management suite pave the way for end users to receive next-generation support services, such as automated chatbots that help them with issues through conversational instant messages, as well as self-healing support services and proactive trouble identification and remediation.

Our people deliver service excellence

We perform end-user services at dozens of agency locations around the country as well as from our Technology Integration Gateway in Cookeville, Tenn. and other SAIC service delivery centers. This distributed support force gives us agility in shifting resources to meet changing situations.

At the Gateway, the influx of recent graduates of Tennessee Tech Univ. that we have trained as service agents has infused expertise and innovative ways to resolve issues. Recently, they jumped onto an online group chat to address a network issue collaboratively and in real time.

Impassioned support means faster troubleshooting, improved customer service and less downtime so that EPA’s people can get their jobs done faster.