Marine Corps Enterprise Service Desk’s move to remote solution

Like many organizations, the Marine Corps moved to a mostly telework solution in response to the COVID-19 pandemic, including the Marine Corps Enterprise Network (MCEN) Enterprise Service Desk (ESD) locations in Kansas City, Mo., and New Orleans.

Within 10 days, Perspecta and the Marine Corps worked together to launch a service desk capability that allowed all unclassified work to be done remotely. Throughout the transition, every e¬ffort was made to ensure no disruption in service for the Marine Corps.

A key success factor in the transition was flexibility and collaboration. The team quickly changed its processes and remained flexible in how they collaborated with analysts. Leveraging Microsoft Teams to break down barriers allowed the team to work jointly and serve the customer without interruption. In fact, the telework arrangement improved service delivery to the Marine Corps.