JETS provides the full range of IT services, technical and management expertise that support infrastructure, systems, applications, and software across the DLA IT Enterprise. The DLA contract supports over 20 IT Task areas including enterprise services and technology evaluation, stakeholder engagement and customer support, IT systems engineering, enterprise architecture support, operational and field systems support, enterprise data, and cybersecurity and Information Assurance (IA). TekSynap has been awarded 46 Task Orders valued at over $145M.
TekSynap’s DLA JETS Enterprise Service Delivery (ESD) Task is a $33M TO supporting 43,000 users in all 50 states as well as 28 countries worldwide. We provide end-to-end solutions for customer-facing desktop support, active directory, Windows/system administration, local network management application support, software delivery functions, and IT Equipment Accountability. We develop, implement, and utilize Customer Relationship Management (CRM) to assist DLA to better understand and successfully meet its customers’ needs. The team manages all user-facing activities to deliver contiguous, end-to-end support through a Single Point of Entry (SPOE) capability for DLA’s user community. The CRM relates customer information through a variety of sources, including email, websites, live web chat, test, and a centrally managed Service Desk call center (24x7x365 with Tier 0–3 support). Other avenues of communication include Virtual Agent, End-User IT support, Self Service Portals and Applications, and a Tier-0 Self-Service portal supported by AI to help users self-resolve issues. Team developed and implemented an integrated, centrally managed CRM solution that focuses on customer support and problem resolution across the DLA enterprise at the lowest level possible. This included creating new Knowledge Base Articles (KBAs) and SOPs, revalidation of priority levels, and input from Tier 3 teams to ensure mandatory fields are included in tickets. Improvements produced results – when the team started, they had 50,000 contacts per month, reduced to 45,000 within 2 months, and predicted to trend downward to 25,000 by the end of the base period. The team is providing additional value through implementation of AI and other advanced technologies. Our delivery utilizes a highly innovative IPsoft platform. IPsoft Amelia is a cognitive, artificial intelligence driven virtual agent that does more than just recognize keywords and user questions – she observes, learns, understands and grows her skills over time.