- Help desk support
- System surge management
- Equipment consolidation, maintenance & upgrades
- Performance-based management
URS consolidated 18 help desks for the Environmental Protection Agency (EPA) into a single, managed call center providing single-point-of-contact for all inquiries—from fielding citizen calls about pollution in neighborhoods and vehicle emissions to addressing questions from EPA employees about administrative or IT issues.
We support administrative and IT inquiries, track and consolidate information from various sources (incident, problem, change, configuration, asset and service level agreements) using state-of-the art tools and practices for integrated solutions. We use ISO 9001 and CMMI Level 3 processes to maintain a high level of quality.
The project has resulted in significant cost savings for the agency that could be reallocated to mission-critical initiatives. In 2007, 2008 and 2009, the customer nominated the EPA Call Center team for teamwork, technical and overall excellence. The Center also was the recipient of the 2008 Government Customer Support Overall Excellence Award.