Cindy Gurey shares insights on providing enterprise managed services for the DOJ

March 1, 2018

Cindy Gurey, Portfolio Manager — “Partnership means creating an environment that is based on trust by being transparent and keeping the mission and agency’s best interests in mind.”

Cindy manages the Enterprise Standard Architecture (ESA) IV portfolio for U.S. Department of Justice components, including the Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF); United States Marshals Service; Drug Enforcement Administration; and others. ESA IV provides managed services for managed service desk, managed print, and managed end-user support, and Cindy is responsible for supporting the DOJ components’ critical law enforcement missions through IT services. Cindy works with the customer to exceed contractual requirements and meet customer goals within the defined budget and schedule.  

Below Cindy answers questions why partnership is critical to large, complex IT programs.

What does partnership mean to you? 

It means working together with a customer to support their mission, goals, and objectives.  Partnership means creating an environment that is based on trust by being transparent and keeping the mission and agency’s best interests in mind.  It means being responsive and following through on your words.  It means being able to have difficult conversations like when we make a mistake.  Partnership means listening and finding ways to improve service for my customers.

When did collaboration on ESA IV lead to better business outcomes?

After sustaining excellent performance at our managed service desk and building a strong relationship with management, ATF gave testimonial statements to others DOJ components, which have since become customers. We also created a business model where the pricing is based upon the number of users to gain benefits from economies of scale. This model created a win-win with lower pricing as the service desk grew coupled with outstanding performance.  For example, with the U.S. Marshal Service we transitioned their service desk to a managed service, which gets more than 2,000 calls per week. Working with the customer, we looked for efficiencies and improved the call abandonment, average wait times, and first-call resolution rate so that deputies can stay focused on doing their job, not waiting on hold for IT help. We decreased the wait time from 17-minutes to less than two minutes and sometimes under a minute. We consistently find service improvement for our customers when they utilize our managed service.

In a recent FedScoop article, U.S. Marshals Service Chief Information Officer Karl Mathias stated, “It’s taught us why the managed service approach is the way to go. We want to get the government out of the business of hands-on IT and let our vendors do what they do best.”

How do you strengthen partnerships with your customers?

My team and I meet with our customers on a regular basis – some weekly, some monthly, and some quarterly depending on the rhythm that works best for them.  This regular discussion provides a forum for us to listen for opportunities to provide improved support. 

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