IT Strategy & Operations
Onsite Deployment Support
MDC provides insights into integration issues, along with resolutions to problems that arise over the course of implementation and deployment. Our GFEBS (General Fund Enterprise Business System) subject matter experts are the preferred service suppliers regarding design, implementation, and sustainment capacities. The On-site Support Team (OSS) successfully provides support for over the shoulder end user assistance, master data, and system integration.
MDC deployment support includes the following activities:
- Providing direct support and training at both go-live and sustainment phases in the operation and maintenance of the Government, Risk, and Compliance (GRC) provisioning tool.
- Identifying and reporting on potential training gaps based on Tier 2 ticket trends.
- Developing recommendations for training and job aid enhancements based on ticket metrics.
- Providing support in identifying and rectifying user and system errors, including timely resolution.
- Relaying large-scale process and system issues to leadership for review and remedy.
Help Desk Support
MDC’s help desk services are GFEBS (General Fund Enterprise Business System) subject matter experts who, like the OSS team, possess a wealth of system-specific experience. The team provides day-to-day GFEBS help desk support for system users, including the following activities:
- Triaging tickets for appropriate GFEBS Tier 1 through Tier 3 personnel, utilizing experience and expertise to make accurate determinations and prevent processing delays.
- Providing recommendations for system enhancements based on expert analysis of incoming help desk tickets.
- Identifying and reporting on potential training gaps based on Tier 2 ticket trends.
- Developing recommendations for training and job aid enhancements based on ticket metrics.
- Facilitating relationships with GFEBS team members to collaborate with SI in reporting incidents and determining resolutions for complex errors and issues.
- Resolving email, telephone, and walk-up inquiries concerning GFEBS errors and processes, answering how-to questions, and troubleshooting system errors.
