myServices
Investment ID: 014-000000472
Overview
Program Title
myServices
Agency
Description
myServices is a secure, cloud-based module designed to capture, route, and fulfill service requests from embassy personnel such as Department employees, other foreign affairs agencies serving at overseas posts, and eligible family members.
Type of Program
Non-major IT Investments
Multi-Agency Category
Other
Investment Detail
myServices delivers a centralized enterprise solution that relieves the burden of maintenance support from post and is at the forefront of the Department's shift to the cloud. With subscription-based access to service request types and increased status visibility from the point of the service request submission to service request delivery, myServices substantially improves the tracking and accuracy of ICASS billing and provides transparent, real-time workload counts, performance metrics, and customer satisfaction data to post management and the ICASS Executive Board and Working Group. As a cloud based Software-as-a-Service (SaaS), myServices offers numerous benefits to both customers and service providers:
- Improved system availability and accessibility.
- Improved service provider response time by improving visibility into the status of customer requests.
- Improved data quality and reporting by limiting customer's ability to submit only ICASS service requests to which they are subscribed, streamlining ICASS billing and delivering robust reporting tools including creation of customer reports.
- Enhanced security through centralized, standardized authentication and data storage processes in compliance with federal requirements.
In addition to the qualitative benefits above, myServices currently achieves benefits in the areas of cost savings, productivity improvements, and cost avoidance for myServices as follows:
- Centralization by eliminating the costs to maintain and replace over 400 dedicated servers around the world as well as the need for substantial system administrator work at each of the 265 posts overseas.
- Security: Eliminating the need for an expensive security upgrade for the legacy application to address the significant security vulnerabilities
- Request Submission Efficiencies with a decrease in service provider time spent submitting requests on behalf of customers and expanded accessibility with the ability for all customers to easilyaccess myServices to submit requests on the internet.
- Improved Reporting with more accurate insight into workload counts, significantly reducing time spent responding to data calls, generating ICASS billing reports and responding to ICASS billing questions.
- Service Fulfillment Efficiencies through automation of manual tasks, automated status updates, and elimination of duplicate data entry through automated integration with enterprise applications.
- Improved system availability and accessibility.
- Improved service provider response time by improving visibility into the status of customer requests.
- Improved data quality and reporting by limiting customer's ability to submit only ICASS service requests to which they are subscribed, streamlining ICASS billing and delivering robust reporting tools including creation of customer reports.
- Enhanced security through centralized, standardized authentication and data storage processes in compliance with federal requirements.
In addition to the qualitative benefits above, myServices currently achieves benefits in the areas of cost savings, productivity improvements, and cost avoidance for myServices as follows:
- Centralization by eliminating the costs to maintain and replace over 400 dedicated servers around the world as well as the need for substantial system administrator work at each of the 265 posts overseas.
- Security: Eliminating the need for an expensive security upgrade for the legacy application to address the significant security vulnerabilities
- Request Submission Efficiencies with a decrease in service provider time spent submitting requests on behalf of customers and expanded accessibility with the ability for all customers to easilyaccess myServices to submit requests on the internet.
- Improved Reporting with more accurate insight into workload counts, significantly reducing time spent responding to data calls, generating ICASS billing reports and responding to ICASS billing questions.
- Service Fulfillment Efficiencies through automation of manual tasks, automated status updates, and elimination of duplicate data entry through automated integration with enterprise applications.