VPD supported the DHS U.S. Citizenship and Immigration Services (USCIS) Office of Information Technology/Office of Customer Engagement and Strategic Communication, in creating a set of well written Standard Operating Procedures (SOPs) governing the project management office (PMO). These SOPs capture in detail how to on-board new project managers and focus on a strategic and centralized approach to communication. The communication SOPs take advantage of a SharePoint based system to track all activity from task to project level for the organization. Report schedules are very clear with audience, frequency and expectations set. Sample email language is provided, and the lines of communication are well delineated. VPD also developed Agile based burn up charts using the JIRA (Agile project management tool) to track the project process.
Our team of IT and program management professionals provided the client with overall program management support and high-level subject matter expertise to the development of USCIS’ Electronic Immigration System (ELIS). Agile IT program management and advisory services were integral in transitioning the failing waterfall program into a high-functioning Agile IT program meeting customer requirements iteratively and quickly. VPD successfully implemented and added user functionality, including an improved executive on-line dashboard.
VPD used ServiceNow (SNOW) for initial triaging and assignment of SNOW tickets. These requests are analyzed to provide guidance as to when users are having issues and this knowledge can be used to solve the root cause of the issues and avoid future user requests. This speeds processing and iteratively improves the quality of the ELIS software. Our SMEs aid with the USCIS’s technical support team escalation point for break/fix items, as reported by USCIS personnel. Tech support is provided via remote assistance, and on-site, if required, with end users as necessary. Ultimately, a custom open-source solution is implemented.
Our team of IT and program management professionals provided the client with overall program management support and high-level subject matter expertise to the development of USCIS’ Electronic Immigration System (ELIS). Agile IT program management and advisory services were integral in transitioning the failing waterfall program into a high-functioning Agile IT program meeting customer requirements iteratively and quickly. VPD successfully implemented and added user functionality, including an improved executive on-line dashboard.
VPD used ServiceNow (SNOW) for initial triaging and assignment of SNOW tickets. These requests are analyzed to provide guidance as to when users are having issues and this knowledge can be used to solve the root cause of the issues and avoid future user requests. This speeds processing and iteratively improves the quality of the ELIS software. Our SMEs aid with the USCIS’s technical support team escalation point for break/fix items, as reported by USCIS personnel. Tech support is provided via remote assistance, and on-site, if required, with end users as necessary. Ultimately, a custom open-source solution is implemented.
