IDL was tasked to streamline DOC’s help desk operations. The process began with our personnel interviewing every individual in a leadership role to clearly define his or her business objectives. Once we examined the objectives, we identified and ranked a common set of overarching objectives. Based on this ranked list of priorities, we were able to develop a plan to introduce the IT initiatives necessary to meet program objectives. We classified each initiative by costs, estimated benefits and priority. Our teams’ analyses allowed us to provide a clear and concise overview of projects and the best way to complete them within the given time and budget. We developed presentation materials to illustrate project priority based on a weighted score formulated by using parameters of cost, anticipated savings, priority levels, contribution to overarching initiatives and timing.

     After complete identification of the project and rankings, we then prepared a project plan outlining anticipated resources, timelines for implementation and project tasks. In addition, we completed a risk analysis and mitigation plan for each of the projects to ensure that we would have zero or minimal business impact for implementation.