Merlin International Case Studies
U.S. Department of Homeland Security’s U.S. Citizenship and Immigration Services: Business Process Management
Case Study: Business Process Management
Problem: The contact center at the U.S. Department of Homeland Security’s U.S. Citizenship and Immigration Services (USCIS) was servicing a record volume of potential immigrants at a high cost per contact. At the same time, the self-service USCIS Web portal reached its capacity.
Solution: Merlin International® designed and built a new process-oriented USCIS portal that is user friendly and aligned with the immigration process to include all of the required steps and forms. Merlin also engineered a higher capacity, fault-tolerant platform for the portal.
Results: The new portal became the reference standard for the U.S. immigration process. USCIS contact center calls, and thus costs, dramatically decreased due to user effectiveness with the portal.
National Institutes of Health: Business Process Management
Case Study: Business Process Management
Problem: Business transactions at the National Institutes of Health (NIH) cut across systems, but its information-technology systems are of the stovepipe variety – purpose-built over time on a range of technologies. As a result, end-to-end control was not possible.
Solution: Merlin International® delivered an integration bus to provide common interfaces and messaging to the disparate IT systems and then orchestrated transactions that fluidly span them.
Results: NIH now has insight and control over its important transactions, not just its systems. NIH has realized cost savings through the efficiencies of direct system-to-system integration versus human data entry.
U.S. Department of Defense’s Missile Defense Agency: Business Process Management
Case Study: Business Process Management
Problem: Business process management-enabled procurement processes at the U.S. Department of Defense’s Missile Defense Agency (MDA) were performing slower than desired.
Solution: Merlin International® applied its expertise to execute a tuning analysis of the MDA business process management (BPM) environment to include the process models, a BPM server, storage servers and a hosting platform.
Results: Prioritized optimization recommendations were delivered on all aspects of the MDA BPM environment to bring performance back in line with user expectations.
U.S. Department of Defense’s Defense Information Systems Agency: Business Process Management
Case Study: Business Process Management
Problem: Keeping user identities up-to-date and consistent across the many identity-management systems at the U.S. Department of Defense’s Defense Information Systems Agency (DISA) is difficult since changes may be made to any one of them at any given time.
Solution: Merlin International® implemented a business process management-enabled process to detect changes made to any one of DISA’s ID-management systems and to apply those changes to others in a standard manner.
Results: Automating the synchronization process has improved productivity for both users, who receive uninterrupted access to applications, and administrators, who no longer need to troubleshoot data inconsistencies.