The mission of the Antitrust Division is to promote economic competition through enforcing and providing guidance on antitrust laws and principles with program areas covering criminal enforcement, expert analysis, international anti-trust, and merger enforcement. The Department of Justice Antitrust Division (ATR), sought to modernize and streamline its Enterprise Service Desk operation.
Their goals include bringing improved performance and service capabilities that augment higher level emerging technologies and growing stakeholder requirement complexity as a corollary to modernizing its information technology infrastructure, applications, service desk solutions and processes. The important challenge is to accomplish these objectives while demonstrably keeping pace with the growth and proliferation of its enterprise operational footprint. Anti-Trust Division made the strategic decision to leverage available advanced technologies by identifying a strong enterprise solutions partner with a past performance capability that matches the business process complexity and experience within the division.
In 2022, ICS Nett was awarded the subcontract with NDi as Prime, under the ITSS-5 Contract vehicle. The Anti-Trust Division (ATR) scope of work includes providing sufficient staff to handle the expected monthly service request volume of more than 1,200 support inquiries for approximately 5,000 users and an average of 50 outside experts accessing the DOJ digital assets needed to perform the core mission of the Anti-Trust Division.
“We are excited to work with NDi to support ATR’s digital modernization mission.” said Kwasi Speede, Executive Vice President, ICS Nett. “We are continuously engaged with NDi’s team and are in a uniquely optimal position to support the mission with our qualified engineers, technical support and subject matter expertise. Our aim is to foster this synergistic partnership, and following our partner’s leadership, optimize value delivery to provide the highest standards of service excellence for ATR and its many stakeholders.”
With more than 5,000 end-user devices (laptops, desktops, iPhones, and tablets), ATR is actively using Service Now Enterprise service support functions, including for the ticketing and tracking of IT issues, asset management, change management and problem management covering both Field and International Sites for Network Connectivity issues across 300 Field Offices in scope. Our team will be dedicated to Tier 0, 1 and 2 support.
Core services include but are not limited to asset management, end of life services, device scanning, A/V and VTC support, software installation, email and active directory services management, encryption services, telecommunications systems management, access management, Tier 3 escalations, knowledge management, RSA token support, software installation and more.
ICS Nett is potentially looking at supporting transformational Service Desk, CRM, infrastructure and wireless implementation solutions that will play a critical role in increasing ATR’s employee efficiency, boosting the Division’s technology performance capabilities and raising stakeholder satisfaction with greater operational sustainability levels. All services will be delivered for alignment with ATR’s strategic IT modernization goals, while being scalable and flexible to support high-compute workloads.
Our team has a history with ATR, and for the duration of the contract, will provide a keen understanding of the environment to help streamline and evolve an inherently complex enterprise architecture. To support end of life and end of support equipment/server processes, ICS will improve and enhance processes for increased maintenance performance and tool effectiveness over short agile iterations.
Our impact will touch Network and application monitoring tools and will bridge the gaps between the status quo and the future state enterprise by adding support for new and more critical tools relevant to the modernization goals of the contract. Becoming the tools consultants includes impacting the WAN desk team function, while providing essential guidance on network and operations execution. Further to the program strategic vision, we will be delivering impact through Voice as a Service, while incrementally closing all support gaps across the enterprise based upon ATR prioritizations. This will include support for proliferating a greater number of field ready devices planned for roll out to Headquarters, Martinsburg, and other big sites.
Sub to NDi | Antitrust Division (ATR), Department of Justice
Modern service desk solutions to deliver exceptional efficiency, reduce downtime, maximize productivity, and ensure a seamless IT experience for all users
ICS Nett, in collaboration with Omilia, is partnering to introduce the first natural language IVR (Interactive Voice Response) experience integrating AI (Artificial Intelligence)
Improving intelligence agency information protection, A&A, document controls in accordance with the DoD Information Assurance Certification and Accreditation Processes such as DIACAP, NIST and RMF
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