Success Story

United States Coast Guard

Solution

CPI centralizes 11 United States Coast Guard IT Contact Centers, resulting in a reduction in technology costs and streamlining operational efficiency

About

The United States Coast Guard

For over two centuries, the U.S. Coast Guard (USCG) has safeguarded our Nation’s maritime interests in the heartland, in the ports, at sea and around the globe. They protect the maritime economy and the environment, defend our maritime borders and save those in peril. This history has forged their character and purpose as America’s Maritime Guardian — “Always Ready” for all hazards and all threats.

Today’s U.S. Coast Guard, with nearly 42,000 men and women on active duty, is a unique force that carries out an array of civil and military responsibilities touching almost every facet of the U.S. maritime environment.

Impact

Enhanced Customer Experience

Increased speed of end-user incident resolution

Centralized

Consolidated 11 disparate USCG contact centers into one centralized facility

Improved Insight

Helped the USCG gain deeper analytical insight into the performance of its IT help desk

Experience

“I would like to congratulate CPI and its team on the successful implementation of the consolidated IT service desk. The USCG was very pleased with CPI’s performance and HMS Technologies, Inc.’s team effort in the implementation of this task order. The USCG was also impressed with CPI’s team performance in working with the individuals on site, coordinating the complex activities, its due diligence and always going above and beyond the requirements for this project. Due to CPI’s efforts, the USCG was very pleased with the project’s outcome and could not say enough about CPI’s outstanding individual effort.”

Wayne Coffron | Project Manager | United States Coast Guard

Story

The Challenge

The United States Coast Guard C4IT was providing all internal information technology, applications, system and infrastructure support for their 42,000 men and women on active duty from 11 distinct regional IT service centers around the United States. This created a number of challenges for the USCG:

  1. They had the costly and time-consuming task of maintaining and supporting 11 disparate communication technology environments.
  2. Staffing 11 disparate service centers created human resource inefficiencies which limited the USCG’s global IT service desk operations to only providing IT support from 8 a.m. to 4 p.m. (which just wasn’t enough for an organization that is “Always Ready”).
  3. Each individual site wasn’t able to offload peak contact center volume during heavier-than-expected call loads to other facilities that had available support staff.
  4. Enforcing adherence to standard delivery processes, procedures and methods across 11 separate IT service centers was nearly an impossible task.
  5. The USCG personnel didn’t have “one place to go” for their IT support issues; they had 11 different options.
  6. The USCG didn’t have access to consolidated service center analytics to track global service delivery across all of its IT service centers.

With advances in today’s state-of-the-art VoIP contact center technology, the USCG saw an opportunity to: sizably reduce technology maintenance and support costs, increase operational efficiency, streamline support processes and increase operational support capacity to 24/7/365 by consolidating all 11 IT support centers into one strategic location. This initiative would ultimately provide a deeper level of support to the people who keep our waters safe.

This initiative is part of a larger United States Coast Guard initiative to leverage today’s more sophisticated VoIP communication technology, ultimately increasing operational efficiency and reducing support and maintenance costs across every facet of their entire communications infrastructure. To achieve this vision, the USCG chose HMS Technologies, Inc. and Communications Products, Inc. (CPI) as part of a five-year, enterprise-wide managed telephony and unified communications systems equipment installation and recapitalization initiative.

The Solution

To enable the USCG to achieve their IT service vision, CPI engineered and implemented a state-of-the-art Avaya Aura Communication Manager solution (the USCG’s first-ever Avaya IP contact center implementation) with Modular Messaging, Call Center Elite and a dedicated Avaya telephony LAN for their service center. CPI also implemented Avaya IQ reporting for advanced service center reporting and statistical analysis. This 80-agent call center that is growing to 150 will also be implementing an Avaya Voice Portal IVR solution to leverage self-help applications and provide automated responses to common USCG end-user customer IT service requests.

During phase two of this project, CPI will be engineering and implementing a geographically-redundant Avaya Communication Manager Telephony platform with Contact Center Elite and Avaya Modular voice messaging. This solution will provide protection from partial or complete failure at the main USCG Consolidated IT service center. Additionally, CPI will be integrating the USCG’s new Avaya contact center technology with their Remedy support solution.

The Results

CPI successfully centralized all 11 disparate United States Coast Guard IT help desk operations into a single site. Not only will this reduce the maintenance and support cost for the underlying technology infrastructure, but it will increase staffing efficiencies as well, allowing them to offer 24/7/365 IT support on a global level.

Additional benefits that the USCG is realizing:

  • Gaining deeper analytical insight into the performance of their IT help desk
  • Increasing speed of end-user incident resolution
  • Reducing risk through a comprehensive, geographically-redundant disaster recovery solution
  • Obtaining the ability to shift peak call volume to additional locations if needed
  • Streamlining and standardizing support processes
  • Minimizing the overall cost of providing end-user support

Most importantly, this initiative is increasing the USCG’s speed and preparedness for supporting their vital command, control, communications, computer, information technology applications, systems and infrastructure, enabling their personnel to have the information they need at the moment it is needed.

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