User-Centered Design

Client

The U.S. Army Research Laboratory (ARL) Corporate Information Operations Center (COIC)

Description

The U.S. Army Research Laboratory (ARL) of the U.S. Army Research Development and Engineering Command is the Army's central corporate laboratory. ARL’s unique facilities and dedicated workforce of government and private sector partners comprise the largest source of world-class integrated research and analysis in the Army. ARL’s Corporate Information Operations Center (COIC) ensures network connectivity and provides IT services to meet ARL staff needs, including servers, email, applications, environmental devices, video teleconferencing and other IT solutions.

The Challenge

CIOC was established to provide highly responsive, round-the-clock network monitoring support for ARL's primary sites around the country. Tasked with the responsibility of using software delivery and asset management tools to facilitate software updates and to report computer inventory, ARL needed a team of experts to monitor ARL’s vast systems while resolving network issues and meeting mission deadlines.

The Solution

tiag’s team of highly skilled network analysts were chosen to provide network monitoring for approximately 1,000 network devices, and asset management for upwards of 5,000 windows desktops, laptops and tablets. Recommending effective process improvements for CIOC’s internal operational procedures, tiag developed actionable reporting methods aligned with ARL’s priorities and initiatives, executed multiple infrastructure upgrades and service desk migrations, and resolved numerous outstanding issues for several high-profile projects.

The Result

To promptly identify and resolve network issues, tiag implemented information and software management systems for optimal functionality, reporting and device management. tiag’s work helped ensure a more secure IT environment, reduced ticket times, elevated success rates for software delivery to the enterprise, and resulted in a significant cost savings for the organization. In addition to creating enhanced reporting features that provide user communities with instant access to critical information, tiag created a workforce development cross-training program for CIOC staff to achieve maximum coverage and best utilization of resources. tiag’s recommendations and solutions provided the COIC with a better understanding of the environment for the way forward, while positioning ARL for success in the DoD Information Assurance Certification and Accreditation Process (DIACAP) and Command Cyber Readiness Inspections.

Proudly Serving Those Who Serve

tiag takes pride in its people, achievements, innovative processes, and continuous record of successes in directly leading mission critical program initiatives in support of those who serve us in the military and civilian sectors of our government.

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