Case Study Department of Labor

Managing Telecommunications for the Department of Labor

Objective

At the US Department of Labor, we support the Office of the Assistant Secretary for Administration and Management (OASAM), Office of the Chief Information Officer (OCIO), and its customer base of 13 major agency programs and approximately 20,000 users. The DOL’s implementation of the Interactive Intelligence IVR and VoIP solution set is an integral part of a large Unified Communications (UC) suite operated by DOL in support of its various agencies.

OUR PURPOSE

Our mission was to provide engineering and support services for the development and expansion of the existing OASAM and OCIO as well as General Support Systems (GSS) IT infrastructure.

Outcomes

Our Solution

In addition to delivering the engineering and technical support, we provided onsite training and implementation as well as operational support services for over 4,000 system users.

Maintain and enhance IT infrastructure for IVR and VOIP solution for 4,000 users and over 5,000 IP devices.

Provide dedicated help desk in support of VOIP/IVR implementation and users.

Decommissioned existing PRI circuits and eliminated maintenance on remote IVR equipment, resulting in an estimated annual savings of more than $720,000 for DOL.

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