Enabling Enterprise-wide Innovation in Cloud Computing and Automation at DHS USCIS
Advanced Technical Operations & Support Services Enable Department of Homeland Security (DHS) U.S. Citizenship and Immigration Services (USCIS) Innovation in Automation and Best-in-Class Technical Operations Center Support
USCIS administers the nation’s lawful immigration system. The USCIS Technology Operations Center (TOC) supports this mission by delivering 24x7x365 infrastructure support for 385 domestic and international sites, 3,000+ network devices, 500+ voice and data circuits, and 100+ mission essential applications and services. The TOC identifies new capabilities and tools to address and remediate emerging threats and deliver improved services to ensure the confidentiality, integrity, and availability of mission critical systems and services. ValidaTek has partnered with USCIS to continually evolve monitoring, response, and recovery capabilities to achieve these objectives.
Our Solution
- Implement end-to-end approach for statistical analysis of operational events to allow more thorough after-action reviews, event forecasting, and measuring impact of policy and procedure changes within the enterprise
- Institutionalize end-to-end audit of the USCIS infrastructure to allow correction and optimization of documentation, drawings, and monitoring tools
- Create automated dashboards and chatbots to provide real-time event data and reporting for effective engagement and proactive data-driven decision making
Impact Delivered
- Decreased mean time to resolve (MTTR) by 78%, achieved while increasing the number of services delivered by 47%
- Decreased 85% of the manual tasks of collecting data in the escalation process through automation; significantly reducing labor time, FTE resources, improving accuracy, and ultimately minimizing impact and outages to USCIS’s network
- Improved consistency in resolution time by 89%, setting a new standard for efficiency, precision, and scalability
- Improved data interoperability and sharing among interagency stakeholders
“We are proud to continue our long-term partnership with DHS. We remain focused on leveraging our innovation, agility, and efficiency to deliver exceptional technology solutions that enable more efficient service delivery and advance the mission of the USCIS. As evidenced by our impacts delivered, and our all Exceptional ratings, we operate as a true government partner, collaborating to ensure that our programs provide maximum value that meet and exceed business objectives.”
– Matt Southern, Vice President, FedCiv Division
