The Help Desk for Help Desks
The Challenge
To ensure reliable, continuous support for their growing customer service organization, this large federal agency needed to centralize and modernize operations. Operating across an expansive, mission-critical ecosystem with over 14 active contracts and a wide range of stakeholders, the agency recognized they needed a partner to help them centralize support, enhance coordination, and deliver measurable improvements in performance and user experience.
The agency's critical platforms required 24/7/365 availability. However, their existing support model, spread across more than a dozen communication channels and eight separate vendor teams, created operational silos, inconsistent service delivery, and challenges in real-time responsiveness.
Solution: Centralized & Proactive Support
Our team, a strategic partner with a proven record of success supporting high-impact federal programs, was selected to lead this critical transformation. We brought the tools, talent, and vision to design a responsive, scalable support infrastructure that could meet the demands of a complex environment, allowing the agency to focus on its core mission of serving the public.
We designed and implemented a centralized Help Desk, serving as the single, centralized point of contact for all support interactions. Operating 24/7/365, this solution offered reliable access through multiple channels, including toll-free calling and email. Every inquiry is documented, tracked, and resolved using the Remedy ITSM system, providing full visibility and accountability. We leverage a tiered communication approach with scheduled updates based on incident severity and business impact, helping stakeholders stay informed throughout the resolution process.
We deployed and maintain essential monitoring tools and resources across multiple locations, while our Rockville, Maryland operations center, equipped with a top-secret facility clearance, provides real-time monitoring of voice and data services. This proactive approach allows us to detect and resolve network issues before they impact performance helping to ensure call centers can be reached at all times.
Trusted Approach
Our approach to program management is rooted in structure, accountability, and continuous improvement. We led the effort to align the agency's support operations, including systems, people, and processes, under a unified, outcomes-focused framework.
Our Project Management Professional (PMP)-certified Program Manager guides all workstreams using industry best practices set by the Project Management Institute (PMI).
Our quality management system is independently appraised at CMMI Maturity Level 3 for Services, ensuring a consistent, process-driven approach to execution, risk mitigation, and service delivery.
We established five Joint Operating Agreements (JOAs) with key contractors to guide shared responsibilities and enable seamless coordination. We also facilitate data exchange between platforms, including direct ticket creation in external vendor systems.
We developed and consistently maintain a comprehensive Integrated Contact Guide (ICG) and a robust library of Standard Operating Procedures (SOPs) to ensure support agents can accurately and consistently triage, escalate, and resolve incidents.
We conducted monthly ticket analyses to identify knowledge gaps and implement targeted refresher training, ensuring staff are continuously prepared to deliver high-quality support.
Conclusion
As a trusted and proven partner, TurningPoint has continuously supported the agency's mission since 2005, guiding critical technology migrations, improving operational efficiencies, and winning all recompetes for this program. Throughout this partnership, we have consistently met all SLAs and earned exceptional CPARs. This work exemplifies our ability to provide high-impact, end-to-end support solutions for complex federal environments, delivering innovation as their needs evolve and requirements become more complex.
Our centralized Help Desk operations provide disciplined program governance, real-time monitoring, and complex load balancing for inbound calls via a 1-800 Toll-Free network. Through these capabilities, we helped the agency overcome operational silos and reduce response times, while maintaining uninterrupted access to vital services. Our secure infrastructure along with our experienced team, and our process-driven methodologies create an ecosystem that is responsive and resilient. This approach not only scales to meet peak demand but also ensures a consistent, high-quality user experience for the customer. As the agency continues its mission to provide essential services to millions of Americans, we continue as a trusted partner, supporting their mission with proven expertise and operational excellence.