Report Contents
What OIG Inspected
OIG inspected executive direction, IT operations, and management operations of the Bureau of Information Resource Management’s Office of Consolidated Customer Support.
What OIG Recommends
OIG made 10 recommendations to the Bureau of Information Resource Management.
In its comments on the draft report, the Bureau of Information Resource Management concurred with 8 recommendations and disagreed with 2 recommendations. OIG considers 9 recommendations resolved and 1 recommendation unresolved. The Bureau of Information Resource Management’s response to each recommendation, and OIG’s reply, can be found in the Recommendations section of this report. The bureau’s formal written response is reprinted in its entirety in Appendix B.
What OIG Found
- The Office of Consolidated Customer Support’s Office Director and the Deputy Director modeled the Department of State’s leadership and management principles.
- The master service level agreement between the Office of Consolidated Customer Support and its customers was out of date, did not accurately reflect current IT needs, and did not distinguish the respective roles and responsibilities of the office and its customers.
- The master service level agreement did not include a policy for calculating incident and service request resolution times.
- The Department’s technology modernization purchasing policies created challenges for the Office of Consolidated Customer Support to comply with the master level service agreement and risked creating security vulnerabilities on the Department’s enterprise network.
- The Bureau of Information Resource Management did not conduct semiannual customer feedback surveys as required by the master service level agreement.
- The Office of Consolidated Customer Service and the Bureau of Administration’s Executive Office, Working Capital Fund Division did not conduct comprehensive cost model studies to justify the $1,790 per desktop service fee charged to customers.
Report Terms
Report Recommendations
The Bureau of Information Resource Management should review and update the Enterprise IT Help Desk and Desktop Support Master Service Level Agreement to align with the current Bureau of Information Resource Management service catalog.
The Bureau of Information Resource Management should define out-of-scope services in the Enterprise IT Help Desk and Desktop Support Master Service Level Agreement.
The Bureau of Information Resource Management should update the Enterprise IT Help Desk and Desktop Support Master Service Level Agreement to include the methodology for calculating the incident resolution time.
The Bureau of Information Resource Management should update the Enterprise IT Help Desk and Desktop Support Master Service Level Agreement to reflect the current technology modernization policy.
The Bureau of Information Resource Management should review its technology modernization purchasing policies and determine if the Enterprise IT Help Desk and Desktop Support Master Service Level Agreement requires updates to these policies based on its review.
The Bureau of Information Resource Management should establish a process to update operational level agreements when a new service is added to the bureau’s service catalog or an existing service is modified in a way that affects documented service targets.
The Bureau of Information Resource Management should establish and implement procedures that comply with the Department’s separation of duties requirement for the receipt, storage, or disposition of expendable and nonexpendable property in the Office of Consolidated Customer Support.
The Bureau of Information Resource Management should conduct semiannual customer feedback surveys in accordance with the Enterprise IT Help Desk and Desktop Support Master Service Level Agreement.
The Bureau of Information Resource Management should establish a communication forum for regular communication and interaction with its customers.
The Bureau of Information Resource Management, in coordination with the Bureau of Administration should, upon completion of the comprehensive cost model study, adjust the Office of Consolidated Customer Support’s desktop service fee, if necessary, and publish a pricing schedule for all customers.