The agency faced a raft of significant operational problems, that combined with resource limitations, posed grave threats to the sound functioning of the agency, including an excess number of unplanned critical system failures affecting thousands of workers, ineffective problem resolution service systems, inadequate IT support technology and maintenance, and operational safety and real estate management shortcomings

 

This multi-contract, multi-year effort included over a dozen projects to rebuild the management team, tools, processes and IT support systems that underpin this agency's work