CUSTOMER AND
MISSION SUPPORT

Insight provides operational and program support which focus on providing strategy, planning, program/project
management, assessment, process improvement, policy analysis, development and implementation, communications and
outreach, training, and administrative functions which help our clients reach their enterprise business and mission goals.

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Program and Project Management

Government agencies are large, complex enterprises charged with delivering wide-ranging services and capabilities despite numerous challenges and constraints. The agency mission must be executed upon every day, while also delivering transformation initiatives that modernize the enterprise in a rapidly evolving technological landscape.

 

Insight offers exceptional contractor support at all levels of the enterprise to navigate strategy, leverage new technologies and methods, ensure compliance, develop and execute repeatable processes, and unlock the full potential of agency operations to meet and exceed stakeholder expectations. We leverage our own process discipline founded in PMBOK with our own ISO and CMMI certifications embedded within to systematically understand our agency customers and mission, apply the right expertise and approach, and enable agency personnel to do their jobs better, faster, and with greater budget effectiveness.

  • Strategic planning

  • Enterprise planning

  • PMO Support/Portfolio Management

  • Acquisition Management Support

  • Risk Assessment and Analysis

  • Technological and Functional Requirements Development

  • Quality Systems and Continuous Process Improvement

  • Business Process Automation and Reengineering

  • Data Analysis and Integration

  • Knowledge Management

  • Supplier management

  • SharePoint Design, Development, and Administration

  • MS Office365 Integration and Tool Development

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Human Capital Management

Agency success depends on the development of a talented, diverse, and inclusive workforce committed to the mission. Developing and implementing effective human capital strategies that align organizational structure, policy, technology, and talent acquisition and retention approaches is key to an agency meeting mission goals and stakeholder expectations.

Insight brings the tools, capabilities, and expertise to be a key partner supporting agency human capital requirements. As experienced Federal contractors, we have and develop a deep understanding of agency mission and operations, and deliver the expertise and technical horsepower to plan, develop, and implement effective human capital strategies, policy enhancements, and human resources initiatives. Federal agencies have relied on Insight as a crucial partner supporting workforce strategy and development objectives, and in ensuring the agency fulfills its mandated HR requirements.

  • Training

  • Organizational Design

  • Workforce Planning/Hiring Strategy

  • Lifecycle Staffing and Position Management Support

  • Performance Management

  • Risk Assessment and Mitigation Management

  • Workforce Onboarding

  • Employee and Labor Relations

  • Performance Measurement and Management

  • Background Investigation and Adjudication Support

  • Application Processing

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Stakeholder Communications and Engagement

Federal agencies are tasked with implementing highly complex missions with extremely diverse groups of stakeholders. As a result, they often face challenges in communicating complex issues with stakeholder communities, and need to be efficient in soliciting and acting upon stakeholder feedback.

Insight understands that effective communication and stakeholder engagement begins with the planning and implementation stages of an initiative, and that building strong relationships with stakeholders across all categories is critical to ensuring mission success. We develop and implement communication and stakeholder engagement strategies and products that help agencies meet their obligations and exceed expectations. Even for complex or highly technical subject matter, Insight develops a systematic understanding, applies the right subject matter experts and support personnel, and delivers exceptional support.

  • Communications Plan and Strategy Development

  • Web and Print Content Design and Development

  • Strategic Communications

  • Stakeholder Interviews and Mapping

  • Meeting Administration and Facilitation

  • Technical Writing, Editing and QC

  • Graphic Design

  • Data Visualization and lnfographic Development

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Help Desk and Contact Center Support

Many federal enterprises rely on help desks and call centers to support the needs of internal and external stakeholders. High demands are placed on contractors to ensure high uptime, timely delivery of correct information, and high levels of caller satisfaction.

Insight’s call center operations and support services include 24x7x365 Tier 1, Tier 2, and Tier 3 support for multi-channel (phone, email, chat, social media), multi-lingual environments. We work as mission partners to exceed expectations in meeting agency customer response requirements, even at high volumes, while addressing technical and non-technical needs. We are also experienced in performing vetting, validation, and adjudication in support of law enforcement community requirements.

Our approach features a layered foundation for success that focuses on exceptional staff recruitment and retention practices, disciplined process development and execution, and a pervasive quality management culture. The result is a workplace environment characterized by operational rigor and deep understanding of our customer’s unique program objectives, standards, and needs. We understand the dynamic nature of call center operations and are prepared to deliver a seamless, transparent transition when customers select Insight as its next mission partner.

  • Tier 1, 2, 3 Support

  • ITIL Process Improvement

  • Data Analytics/Predictive Analysis

  • CRM Configuration (Salesforce, MS Dynamics, ServiceNow)

  • Telephony support

  • Chatbot support

  • Translation and language support services

  • Call flow design

  • Training

  • Learning management systems support

  • Workforce management