Ensis Narrative Generation

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Introducing Narrative Generation

Ensis - Proposals Accelerated

Our approach to operational support for the E-Gov Travel Service Next Generation (ETSNext) project is designed to ensure seamless, secure, and efficient travel and expense management across government agencies. We will ensure the API gateway is always available and functioning properly by conducting regular maintenance, implementing real-time monitoring tools, and providing timely issue resolution and support. 

To gauge the effectiveness of our services, we will collect annual Customer Satisfaction metrics from a diverse group of stakeholders, including users, agency T&E managers, policy officials, and GSA executives. This structured approach will allow us to gather comprehensive feedback, analyze data for actionable insights, and provide detailed reports to the GSA and relevant agency executives.

Our operational support will encompass all necessary personnel, IT platforms, management processes, materials, and equipment. Our experienced team will ensure seamless deployment and management, supported by a robust IT infrastructure and effective management processes to streamline travel and expense activities. High-quality materials and equipment will be used to ensure system reliability and availability.

We will maintain a live customer support service desk during core service hours (7am - 10pm ET, Monday through Friday, excluding federal holidays) and provide 24x7x365 user and admin support tools. Additionally, we will offer a real-time issue request and tracking tool available around the clock, ensuring continuous support and prompt issue resolution.

To enhance user experience, we will conduct regular usability and accessibility testing with end users, ensuring the system meets their needs. Feedback will be collected and analyzed to improve system performance, with testing results and actions documented.

System backups will be conducted regularly to ensure data and transactions are preserved, with automated processes to minimize human error. Backups will be stored in secure, geographically diverse locations, and routine testing will verify data integrity and restore capabilities. Detailed documentation and reporting on backup procedures and results will be provided.

We will respond to changes in commercial travel and expense services and customer needs by monitoring industry trends, collecting customer feedback, and implementing necessary updates and enhancements. Our platform will maintain flexibility to accommodate new features and services, ensuring continuous improvement.

Security is paramount, and we will remediate system security weaknesses in strict accordance with GSA IT Security Policy. Regular security assessments and audits will be conducted, with timely updates and patches implemented to address vulnerabilities. Detailed reports on remediation activities and outcomes will be provided.

To manage customer interactions efficiently, we will inform callers or online chat requests if the average wait time exceeds 3 minutes and offer an option to release the call or chat while retaining their place in the queue for a callback. This will be facilitated through an integrated queue management system.

Finally, we will ensure ongoing availability of systems and applications, except for planned and approved maintenance periods. Maintenance will be scheduled during off-peak hours, with prior approval obtained and timely notifications provided. Robust backup and recovery procedures will be in place, and system performance will be continuously monitored.

In summary, our comprehensive operational support strategy is designed to provide a streamlined, secure, and user-friendly travel and expense management experience for government agencies, ensuring high customer satisfaction and system reliability.