Customer Communications Center
OST IT specialists overhauled the communications center for a prominent federal client by analyzing system bottlenecks, resolving outdated business logic, and implementing point-of-entry call screening to determine call type and appropriate routing. This modernization significantly decreased the number of abandoned customer calls, lessened caller wait times, and increased automation call handling. We launched key software configured for a distributed environment which is capable of handling thousands of calls concurrently. Overall our team improved the client's critical infrastructure including telephone, internet, and MIS data, thus significantly increasing general public satisfaction.
Customer Account Data Access System
OST is playing an integral role within a core team in an effort to decrease account processing time for a sizable federal client. A major database conversion from batch legacy to Relational Database Management System is central to this project, spanning a 3 to 5 year period. Our experts are key participants in the development of Use Cases, Data Conversion Plan, and high level OO design. OST is taking on the challenge to ensure data integrity across multiple legacy stove-piped systems during this massive system migration.
Enterprise Resource Planning/Financial Management Solution
OST is providing support to a large Federal client to implement an Enterprise Resource Planning (ERP) solution that implements standard business processes and data elements across the enterprise in Budget Formulation, Core Financials, Acquisition, Personal Property and Fleet Management, Travel, Financial Assistance, Real Property, and Enterprise Management Information. This effort encompasses SAP implementations (SAPXI, Solution Manager), upgrading and extending existing implementations (SAPR/3, BW/SEM, MDM, SRM), integrating enterprise applications, managing/optimizing/supporting SAP installations, and providing Continuous Business Improvement to help maximize the SAPR3 investment.
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