GAMA-1’s National Weather Service  Enterprise-Wide Support Services implements our Customer Experience Management & Operations approach through the management of 5000+ End Users, 1000+ Devices, and 150+ VMS (Windows & Linux). Within 60 days of contract kick-off, we presented customer experience findings, our recommendations, and a management plan to the NWS ACIO. We established a Continual Service Improvement Customer Experience Management  program leveraging ITIL’s seven steps to continually measure improvements to processes, customer-focused IT services, and IT infrastructure to increase efficiency, effectiveness, reduce lifecycle costs, and improve the overall experience of the end-users.

The key to our NWS CEM&O approach success is the full integration of an ITIL service management framework within the NWS technical team. To improve customer service and incident/problem resolution we support NWS as an ISO-20000 certified partner establishing migration plans, checklists, SLAs/SLOs, and SOPs for the full lifecycle management, security, and health of the NWS IT Investments. We matured NWS’ enterprise-level Service Desk (Tier 0 – Tier III) providing coverage for NWS 25+ CONUS offices/regions and different time zones. While maintaining existing operations our team also works to consolidate NWS infrastructure and completed the consolidation of the Radar Product Improvement System and the National AWIPS Office migration into the NWSHQ boundary. This included a physical migration of systems and users but also included the development and acceptance of all security documentation to include POAMs, FIPS 199/ 200, SSP, COOP, and overall ATO.