Facilities Systems Support
Investment ID: 018-000000117
Overview
Program Title
Facilities Systems Support
Agency
Description
This investment is the consolidation of four OSFL investments: ReservED, Customer Service Center, Database Management System, and IT Equipment, Software, and Support.
ReservED - Directly supports the reservation of hoteling, telework and conference spaces in ED occupied buildings. We are changing the scope of this investment to utilize the current software (ServiceNow) and focus on Project Management now that the Department has moved to one day a week telework.
Customer Service Center - The CaseRoute application maintains, and tracks service requests made by email or telephone for OM services.
IT Equipment, Software, and Support - Equipment and/or software items purchased for support of Facilities Services based projects.
DMSAM - This Database Management System provides ED with asset management recording of records, transit benefit tracking, parking system applications and permit generation.
Type of Program
Non-major IT Investments
Multi-Agency Category
0
Investment Detail
The Customer Service Center (CSC) contract handles continuous monitoring of facilities management services that support our critical mission goals for the department. They track, manage and facilitate deployment of Building Service Representatives (BSR) and movers when needed to ensure issues are addressed and completed within established measurable timeframe. The CSC also tracks and reports on lines of business with predetermined goals, allowing the areas to see their process work flows and identify areas of improvement to ensure increased productivity. This contract also gives data measurements to assist with the tracking and improvement of work processes and procedures. The return on investment for the CSC CaseRoute application can be measured by serving as the primary means by which the Department processes OFO related service order requests, especially for Facilities Services, Management Services, and Human Capital and Client Services (HCCS). Secondly, return on investment is measured by the quality of service delivered and reported customer satisfaction ratings which consistently rank above 95% satisfied. Additionally, significant cost savings were realized on the CSC help desk function, through the elimination of a third-party software support contract and associated software licensing expenses which provided for a maximum of only 30 concurrent users. Over that same period the CSC help desk increased its CaseRoute installed user base from 27 users to 122 users, an increase of over 450%. If we did not have this contract we would have to go back to a manual process which would decrease accuracy and leave us open to errors.
IT Equip: Support and maintenance for Facilities Services technical projects will be supported on an annual schedule and we will have continued support of projects currently maintained in Facilities Services. We will not realize extended or delayed time constraints in finishing projects that need immediate attention. We will also not introduce the chance of human error by returning to manual processes for these functions.
DMSAM: Our current Sunflower database is the Department of Educations' system of record provides a web-based solution that integrates data for important ED programs: Asset Management. Using the Sunflower System Database allows the Department to stay compliant in Federal and State laws and regulations as it relates to excess management and Inventory campaigns. This contract allows us to bring ongoing support HQ and Regional offices, and OFO Service areas. This will increase reporting capabilities for Federal managers Financial Integrity Act (FMFIA), Federal Information Security Management (FISMA) and continued and expanded utilization of RFID technology for fixed asset tracking. This is a yearly time savings. The current software licenses would lapse for our all applications running under the Database Management Services contract and Asset Management System. If we did not have this contract we would have to go back to a manual process which would decrease accuracy and leave us open to errors.
IT Equip: Support and maintenance for Facilities Services technical projects will be supported on an annual schedule and we will have continued support of projects currently maintained in Facilities Services. We will not realize extended or delayed time constraints in finishing projects that need immediate attention. We will also not introduce the chance of human error by returning to manual processes for these functions.
DMSAM: Our current Sunflower database is the Department of Educations' system of record provides a web-based solution that integrates data for important ED programs: Asset Management. Using the Sunflower System Database allows the Department to stay compliant in Federal and State laws and regulations as it relates to excess management and Inventory campaigns. This contract allows us to bring ongoing support HQ and Regional offices, and OFO Service areas. This will increase reporting capabilities for Federal managers Financial Integrity Act (FMFIA), Federal Information Security Management (FISMA) and continued and expanded utilization of RFID technology for fixed asset tracking. This is a yearly time savings. The current software licenses would lapse for our all applications running under the Database Management Services contract and Asset Management System. If we did not have this contract we would have to go back to a manual process which would decrease accuracy and leave us open to errors.