Customer Service Management (CSM) and Defense Enterprise Computing Center (DECC) Support

SCOPE: Pragmatics is completing implementation of an enterprise-wide and J2EE-compliant help desk solution based on industry best practices, industry standards, and standard DISA Computing Services (CS) tool suites, including Kana IQ and Response, WebSphere Application Server, and Crystal Enterprise. This task is performed at the customer’s facility in Denver. Our portal solution integrates many disparate help desk applications and integrates our enterprise-wide solution with other standard DISA CS tools, such as the DISA Trouble Management System (TMS) (based on COTS Remedy ARS), the GOTS inventory/contract systems, and the DISA CS systems management framework based on the Tivoli and Managed Objects formula. We are providing

• Planning, program and project management support
• Kana technical support
• WebSphere Application Server technical support, including development and implementation of a Web portal
• Integration services and design and enhancements to DISA’s new enterprise architecture
• Education, training, certification accreditation
• Business process reengineering
• Content management for DISA CS. Pragmatics also provides Oracle DBA and asset management support for the DECCs.

RESULTS: As a result of our work, DISA CS has its knowledge bases from 15 to 1, can centralize maintenance of its customer service environment, and control the content of its solution library to avoid duplication of solutions and inconsistent solutions being sent to customers. This increased efficiency enables DISA to provide consistent customer service. By integrating disparate implementations into a single instance, we provided a solution that fits better into the overall plan for a streamlined architecture. We leveraged a standard functionality (Decision Tree Object) to perform the role of a dynamic DocLib hierarchy, saving the near-term costs of nearly $500K in software, hardware and integration costs that would have been required if a stand alone Content Management System was selected.

TECHNOLOGY: Success on this task required knowledge of Kana software operations and implementations, integration and design enhancements, Web portal implementation, Business Process Reengineering, Quality Management, Content and Document Library Management. We developed interfaces and links using the Java 2 Platform, Enterprise Edition (J2EE) technology.

• Kana IQ and Response
• WebSphere Application Server
• J233
• Oracle

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