The Challenge

The Office of Personnel Management (OPM)’s Office of the Inspector General (OIG) wanted to improve the efficiency and effectiveness of the engagement tracking and recommendation closure processes. OPM specifically required a system that was principally configuration-based expressly to enable internal staff to work as the primary administrators of the system. As such, TSPi played a key role in supporting and replacing the legacy Audit Report and Receivable Tracking System (ARRTS) with a modernized Engagement Tracking System (ETS).

Our Approach

As a Salesforce Silver partner, TSPi was familiar with designing and implementing systems in a cloud-based environment that can be largely operated and maintained by its client organizations, minimizing the need forward-going contractor operational support. Our team implemented a Salesforce-based Case Tracking System for the Office of Personnel Management’s Office of the Inspector General. This new system fully allowed for the automation of current engagement processes possible, while adding additional functionality. TSPi was responsible for providing key services such as full operational maintenance and support, a multitude of features and upgrades to the Engagement Tracking System, leading program management, and monitoring security compliance. Additionally, we recommended specific training for OPM OIG staff to complete within the Salesforce Trailhead system and developed a detailed CTS User’s Guide to support system administration.

Specifically, we incorporated an Agile Development Methodology for configuration and customization of the new EMS—allowing for requirements and solutions to evolve through a collaborative effort of self-organizing cross-functional teams.

Results

TSPi successfully implemented OPM’s desired Engagement Tracking System in a way that addressed user concerns and allowed for a self-sufficient system that could be internally handled by OPM—significantly reducing the need for additional on-going contractor support in the future. As a result of our quality system development efforts, all Tier One and the majority of Tier Two tickets in the system can be completely resolved without TSPi involvement, reducing the Total Cost of Ownership (TOC) for OPM OIG.