Scaling and optimizing shared IT service delivery, utilization, and ROI

With a directive to deliver better services faster and with more transparency, the U.S. Department of State’s Bureau of International Security and Nonproliferation (ISN) sought a world-class technology service provider to accelerate digital transformation efforts. Focused on support missions including monitoring and tracking weapons of mass destruction around the globe, ISN wanted to develop a shared services model and scale and optimize IT services to better serve its constituents and the broader family of T bureaus within the U.S. Department of State’s Arms Control and International Security mandate. Objectives included consolidating two legacy programs while simultaneously building additional functionality across the enterprise, and delivering a shared services model.

Leveraging its transition model and transition services toolkit, Tsymmetry successfully completed the transition without any adverse impacts to delivery milestones. Immediately following the transition, our team conducted functional assessments to optimize overall service delivery, improve staff utilization, and increase ROI so agencies could redirect funds to other high-priority initiatives. We also implemented a more robust program management office to provide a structured, disciplined, and repeatable approach to managing the overall technology program in support of ISN. 

Within six months of the transition, Tsymmetry designed, developed, and implemented a state-of-the art shared services model to rapidly and efficiently scale and optimize technology infrastructure services. The scope of services goes beyond traditional information technology (IT) operations and procurement to include application maintenance, mobile and remote access support, SharePoint collaboration services, network and communications support, cybersecurity, cloud utilization, records management, and much more. Working closely with leadership, Tsymmetry delivered innovative ideas and new ways of doing business to help transform ISN missions.

The long-term benefits to ISN and ultimately the T family of Bureaus and the U.S. Department of State focus on driving public sector returns on investment (ROI), achieved through:

• Centralized “one stop shopping” for services to realize cost savings
• Improved response times through rapid project implementation and deployment
• World-class customer service focused on increasing satisfaction levels
• Results-oriented metrics and reporting that comply with departmental directives
• Reduced delivery risk through standardized service delivery