Mission Need
To meet the evolving demands of their global mission, a large federal agency required an IT modernization approach that could scale with its mission, support emerging technologies and strengthen service delivery.
As a trusted partner for over a decade, SAIC has worked closely with the agency to advance its IT infrastructure in alignment with strategic priorities, enhancing visibility, improving oversight and ensuring technology remains tightly integrated to mission outcomes.
Solution
The agency, with help from SAIC, created a future-ready, globally responsive IT environment. This long-term collaboration focused on transforming service delivery, increasing transparency and embedding automation and analytics to enable smarter, data-driven operations.
Enterprise Visibility and Service Transparency
- Enhanced a near real-time data analytics platform with role-specific dashboards:
- Customer Portal – provides service metrics and access to a centralized service catalog.
- Executive Portal – delivers high-level operational insights for leadership decision-making.
- Operational Portal – enables enterprise-wide visualization of data and performance metrics.
- Enabled daily online status reporting, promoting full transparency into IT operations and service health.
Automation and Process Optimization
- Deployed Robotic Process Automation (RPA) to streamline core IT workflows, reducing manual effort and improving speed.
- Developed automated scripts for virtual machine deployment and Windows upgrades, achieving a 233% increase in upgrade volume and a 75% reduction in processing time.
- Implemented a Software Upgrade Framework with real-time tracking, accountability and executive-level reporting.
Governance and Service Excellence
- Established a Service Management System (SMS) aligned with industry standards to ensure consistency in design, delivery and continuous improvement.
- Defined and enforced performance metrics to drive accountability and enhance user satisfaction.
- Improved issue resolution timelines through clearer escalation paths and cross-team coordination.
- Strengthened change management practices to reduce service disruptions while maintaining agility.
- Advanced staff development through real-time performance feedback and targeted training.
Mission Impact
By serving as a mission integrator, SAIC helped the agency modernize with precision, aligning IT transformation directly to mission and strategic outcomes rather than focusing on isolated technology upgrades. This integrated approach ensures every solution, whether automation, analytics or governance, directly supports global mission operations.
Through this transformation, the agency has been able to:
- Scale IT services globally to meet mission demands in real time.
- Drive informed decision-making through enterprise-wide visibility and analytics.
- Increase operational efficiency and reduce manual workload through automation.
- Standardize service delivery, improving performance and accountability.
- Strengthen risk management and resilience across global networks.
As a result, SAIC continues to enable the agency’s IT environment to evolve alongside its mission, serving as a strategic enabler of secure, efficient and data-driven diplomacy worldwide.
Explore how SAIC supports federal civilian, state and local agencies with scalable, secure solutions that drive innovation, enhance mission integration and strengthen services for citizens nationwide.