Advanced planning and teamwork allow Defense Health Agency to rapidly adapt to teleworking

In 2020, during the 2020 COVID-19 pandemic, the role of the Defense Health Agency (DHA) quickly expanded to provide critical points of care for general members of the population as well as those repatriated from virus hot spots. Perspecta manages the DHA’s Global Service Center that provides support for more than 250,000 health care providers and administrators stationed around the world in support of 9.5 million TRICARE beneficiaries. The Perspecta team also supports more than 250 mission critical military health applications.

To help the DHA meet the growing demand for health care services related to COVID-19 care and to balance the needs of the agency’s beneficiaries with the safety of their personnel, Perspecta's service desk team executed their continuity of operations plan, leveraging the Amazon Connect virtual service desk capability. The Amazon Connect solution enables Perspecta GSC agents to securely receive service desk calls remotely with a phone, a web browser and an internet connection.

Within two weeks, the Perspecta team implemented the Amazon Connect solution, imaged and distributed new equipment and transitioned the entire Perspecta Global Service Center team to teleworking status. At the same time they were modifying their own mode of operations, the Perspecta team assisted thousands of DHA end-users in transitioning to teleworking.

Throughout the transition and pandemic response, the Perspecta team handled more than 4,000 incident tickets daily. Thanks to advanced planning and teamwork, Perspecta’s pandemic response was seamless to end-users with zero impact to normal clinical systems and infrastructure support.