Federal Past Performance

Centrers for Disease Control and Prevention (CDC) - Federal

  • Automated using RPM (automation tool prior GenAI) frontline service delivery using CSM, HRSD, and Virtual Agent; ensured 100% compliance with Federal Security Standards.

  • Implemented in the following categories at the CDC FedRAMP Customer Service Management (CSM) module and Human Resource Service Delivery (HRSD) module with Deloitte GPS & GDIT as implementation partners:

    • Identified and separated HR tables bidded in with the CSM data tables.

    • Modernized the CDC IT platform from Mailbox format into ServiceNow platform (all data under one screen).

      • Case, Knowledge, and Positioning Management

      • Integration with other Federal agencies i.e. HHS, NIM, NHS, OPM and other Healthcare affiliated agencies.

        • Challenges in API Rest restricted (due to security reasons in all agencies); hence decided to adapt IBM API Connect.

          • All different modules from different agencies were compiled, and from there configured which data (based on permission, roles, and other factors) were granted

        • Onboarding/Off boarding end-to-end processes and checklist, automation workflow via Flow Designer

        • Implemented ServiceNow Virtual Agent for CDC to automate service desk tasks.

Outcome:
Enhanced operational efficiency and digitalized across HR, Legal, Facilities, and other departments that were legacy application run; improved compliance; reduced manual workload; and enabled CDC to scale digital services for 5,000+ remote/hybrid/onsite workers.

Department of Commerce (DoC)

ServiceNow (Deloitte GPS)

• Supported federal governance processes including Steering Committees, CAB, Sprint Planning, and Refinement Sessions.
• Built App Engine applications to automate labor resource tracking, assignment progress, and leadership approvals.
• Streamlined RPA and ServiceNow change processes, reducing manual intervention and improving audit readiness.

Outcome:
Improved governance transparency, reduced manual workload, and strengthened DoC’s digital service delivery maturity.

Immigration & Customs Enforcement (ICE)

ServiceNow (Deloitte)

• Contributed to modernization of U.S. Residential Records security protocols.
• Designed Idea Portal capabilities and automated duplicate case detection using App Engine Studio.

Outcome:
Improved data integrity, reduced duplicate work, and enhanced operational efficiency.