The FDA was operating multiple help desks, resulting in redundancies and inefficiencies. IDL was brought in to manage and contribute to a variety of strategic planning efforts focused on streamlining and consolidating FDA’s help desk activities.

	IDL provided experienced technical personnel, timely problem resolution, detailed technical consulting, and sound advice. These efforts included providing day-to-day administration, improving customer processes, tracking of key performance indicators, real-time management of assets and real-time monitoring of performance statistics. Our efforts were consistent with the FDA’s vision and mission. We worked to develop a strategy that communicated management goals to stakeholders.

	Our efforts for FDA resulted in lower costs and improved services. In addition, by monitoring, tracking and resolving performance problems, we were able to increase help desk productivity.