Success Story

Department of Justice

Civil Rights Division Help Desk

InquisIT helps the DOJ Civil Rights Division to “Stand Tall” enabling nearly 100% Network Resource Availability

The Civil Rights Division of the Department of Justice, created in 1957 by the enactment of the Civil Rights Act of 1957, works to uphold the civil and constitutional rights of all Americans, particularly some of the most vulnerable members of our society. The Division enforces federal statutes prohibiting discrimination on the basis of race, color, sex, disability, religion, familial status and national origin.

challenge

CRT end-user and engineering support suffered because it is the smaller division in a two-division, help-desk model. Overall operational tempo suffered due to long response times. Further, when direct end-user support was required, response times we elongated by the lack of IT resources present in CRT locations.

Solution

InquisIT partnered with Civil Rights to more adequately address their end-users’ IT issues, bring Help Desk and engineering resources on-site, and increase network resource availability. InquisIT designed and implemented a user-focused solution to Help Desk and End-User operations that also included:

  • Implemented robust network monitoring.
  • Enterprise Cisco network upgrade.
  • Implemented VOIP service for ~950 end users.
  • Integrated Viewmail with email services.
  • Migrated email services from local servers to Justice Cloud Services.
  • Implemented Parature Help Desk ticketing system, including self-service portal.
  • Identified issues within the Microsoft architecture and network replication resolved through changes in the Active Director forest.

Results/Customer Benefits

Utilizing our experienced, flexible, highly-trained technicians, InquisIT was able radically improve the end-user’s help desk perception by providing on-site technicians and upgraded level-one personnel.

InquisIT was able to incentivize weekend/ holiday support in order to provide coverage without having to add resources.

Robust network monitoring has enabled near 100% network resource availability.

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