Success Story

The Federal Labor Relations Authority

InquisIT “pumps up the volume” for the IT office of Federal Labor Relations Authority with on-site Help Desk support

The Federal Labor Relations Authority (FLRA) is responsible for promoting stable, constructive labor-management relations through the resolution and prevention of labor disputes in a manner that gives full effect to the collective-bargaining rights of employees, unions, and agencies.

challenge

FLRA is under strict response guidelines and highly scrutinized due to their critical mission to the American people. They were using a shared IT resource construct which was not meeting their needs. As such, they sought support in designing and executing a support infrastructure within the same budget that would be focused exclusively on their organizational needs. FLRA selected InquisIT to perform this work because of their shared vision, relentless commitment, approaches to establishing efficient operations, and previous excellent support record with the customer.

Solution

  • Without an existing service desk or infrastructure support, FLRA leaned on recommendations from InquisIT to develop a set of accurate requirements and methods of measuring success.
  • After designing a solution, InquisIT provided Tier 1 and 2 Help Desk support for hardware- and software-related incidents. This support included on-site technical staff and additional off-site representatives to help oversee and maintain the operation. Support services included; Tier 1-2 Incident Management, End-User Support, Solution Engineering, Cloud Consulting, Mobile Device Deployment, and SW/HW Support.
  • With no previous contractor support as a baseline, InquisIT took on the responsibility of creating service-level and service-level agreements (SLAs). SLAs included troubleshooting all hardware and software incidents and responding to all email requests in a timely fashion.
  • Further, InquisIT assisted with asset management, iPhone deployment, software updates, and hardware deployments across the customer space.

Results/Customer Benefits

Due to InquisIT’s “above and beyond” help desk support efforts, FLRA has expanded InquisIT support to other critical areas.

InquisIT put into place a new Help Desk support structure and corresponding procedures for ticket tracking for incidents and requests. We also helped FLRA to migrate from BlackBerry devices to iPhones. We configured and deployed 100% of the iPhones across the agency.

Asset Management was set up by InquisIT’s onsite technicians to track the network hardware. We consistently meet 100% of the tracking metrics for all laptops and equipment.

We also upgraded all printers at FLRA HQ, and set up asset tracking for all iPhones, and implemented a Video Teleconferencing capability.

InquisIT