Solutions include Contact Center / Customer Support, IT Service Desk / Help Desk Support, IT Infrastructure Support, Application Support, Network Engineering and Optimization, Windows and Linux Engineering, Change Management, Problem Management, Incident Management, Asset Management, and Operations and Maintenance. TELESIS delivers Tiers 0, 1, 2, and 3 Service Desk / Help Desk and Application Support services on a 24/7/365 basis, including VIP support, to over 2.5 million users across 84 government agencies and offices.
TELESIS service delivery models are rooted in industry best practices such as Information Technology Infrastructure Library (ITIL), Help Desk Institute (HDI), Capability Maturity Model Integration (CMMI) Level 3 and International Organization for Standardization (ISO).
Our fully hosted, state-of-the-art, cleared facilities are located in Calverton, MD and Colorado Springs, CO. The Calverton, MD facility is situated 20 miles from Washington, DC and maintains NIST 800-53 Rev-4 FISMA Moderate readiness.
Muliple data and telecom circuits; backup and redundancy solutions; data security features such as intrusion detection & prevention, anti-malware, VPN, SSL decryption, inspection, and URL filtering.
The Challenge: In November 2016, one of the supported organization within DHHS initiated a Division Organization Restructure to support a programmatically aligned organization located across the United States. This resulted in system changes to several business applications that are core to the organization’s ability to conduct the agency’s business. As the first line of support for these business applications, TELESIS was tasked with the planning and implementation of ramped up support to meet the increased support needs expected to result from the Division Organization Restructure.
The Solution: TELESIS applied our knowledge of the business applications to identify the applications that were likely be most impacted by the organization restructure, and analyzed historical volume trends for identified business applications to forecast the increased support needs. Based on the detailed analysis it was determined that the overall helpdesk support for the impacted applications would increase by approximately 40%. TELESIS scaled the existing application support capacity to accommodate the expected support increase prior to the execution of the organization restructure. This included expansion of the overall helpdesk infrastructure, recruitment of qualified support staff, and training of new and current support staff on the application changes and updating of all applicable helpdesk documentation.
The Difference: TELESIS has successfully delivered Tier 1, 2, and 3 application helpdesk services to the Department of Health and Human Services (DHHS) for over 15 years. Throughout this period, TELESIS maintained frequent communications with the application development teams and provided testing support for the impacted applications prior to deployment into the production environment.
Testimonials: TELESIS’ application support team was in place and ready to take on increased support 1 full week ahead of schedule. The DHHS users received seamless continuity of application support services and delivery of all contractual service levels. To quote the customer leadership “This is why your Helpdesk is considered the platinum customer service model for the organization.”Close Lightbox
The Challenge: TELESIS was presented with a significant challenge after receiving a Help Desk award from a Civilian agency on January 25. Transition needed to be completed from the incumbent prior to the Feb 1 termination of the incumbent’s contract. Incumbent was situated in Colorado and TELESIS in Virginia!
The Solution: The challenge basically left us with one week (7 days) to hire and standup a new desk. Our proposal called for a one month transition period. The one month transition period was necessary to properly train new staff on the existing support knowledgebase and specific application training. We advised our customer that it would be in their best interests that we retain the incumbent staff which resided in Colorado and we would establish a help desk there and capture the incumbent staff. We immediately went out and interviewed the current Help Desk and retained enough skilled staff to stand up a desk in Colorado.
For standing up the Help Desk, we worked with our customer and, were able to obtain, configure, and ship out agency approved notebook computers with broadband access that allowed our Customer Service Representatives to connect directly to the agency’s network. We used a third party Contact Management Service to route calls directly to the CSR. On January 31 at noon the incumbent help desk number was redirected to our new service seamlessly. The CSR’s worked with these tools for about two months until we set up their office space. The Colorado facility was stood up with a new phone system and network seamlessly with ZERO interruption to services.Close Lightbox
The Challenge: TELESIS support for a Government’s secure application started with serving 60,000 users in 12 agencies. Within 12 months, the user base increased to 2.2 Million users in 70+ agencies and offices. TELESIS was tasked to service a quickly expanding user base without a increase in staff to match the workload increase.
The Solution: TELESIS implemented business applications that promote information-sharing, facilitate workflow, improve service delivery, and support long-term planning. To meet the challenge of a rapidly expanding user base, TELESIS leveraged business rules engineering and content parsing to facilitate automations. Business Rules were re-engineered to interpret incoming formatted application emails and execute appropriate actions. The success of these measures was demonstrated in the achievement of over 60% response and closure rate of incidents via automation.
While customizing our technical infrastructure to meet the increased support requirements, TELESIS simultaneously collaborated with our customer to redesign and prioritize contract Service Levels such as to provide maximum business value to the customers. TELESIS analyzed the pattern to determine periods of peak activity. Drawing upon this intelligence, TELESIS provisioned for maximum support during peak periods while allowing for moderated service levels for low priority issues serviced during non-peak hours.
We accomplished our goals by applying innovative solutions, state of the art technologies; creative staffing and CMMI based program management processes to successfully deliver customer requirements. Our innovative approaches blending technology solutions, real world experience, subject matter expertise and industry best practices resulted in high customer satisfaction scores from our users, maximum return on investment for our customer while still allowing the achieving of above industry standard service levels.Close Lightbox