The Five-Week Transformation: How the Department of Defense’s Public Web Service went from Good to Great

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The Defense Media Activity’s Public web program supports more than 10,000 soldiers, sailors, airmen and Marines globally with the ability to rapidly move news, images and video to worldwide audiences via official military websites and the ability to integrate that content on social media sites. In September 2014, DMA's CIO Leslie Benito realized that to deliver world-class service, DMA needed to transform its Public Web service desk. In this session, Leslie will explain how they completed that within weeks, under stringent security requirements, while improving IT productivity and customer satisfaction. carried out the projects and what we achieved along the way.

LES BENITO • CIO • DEFENSE MEDIA ACTIVITY • @LESBENITO
Transforming  
DoD’s Public Web Program in 5
weeks

THE PROBLEMS
THE CHALLENGES
THE SOLUTION
Agenda
THE RESULTS
DEFENSE MEDIA ACTIVITY

Sources: US Department of Defense, International Institue of Strategic Studies, Walmart, McDonald’s, NHS Information Service
U.S. Department of Defense
People’s Liberation Army, China
Walmart
McDonald’s
UK Nation Health Service
3.3 Million
2.3 Million
2.1 Million
2.1 Million
1.9 Million
= 100,000 employees
Worlds Top Five EmployersDoD is world’s largest employer

• Big cool statistic
• 2,56
9
• Add-Ons in Marketplace

Delivering
DOD
to the
World 500,000/250,000:
DMA supports and maintains 750
unique Web properties
2.6 Billion:
DMA delivered more than 2.6 billion
page views in 2014
750:
Our customers published more then
500k photos and a 250k stories in
2014

10,000
Supporting over
Web Content Managers
Worldwide

DEFENSE MEDIA ACTIVITY
THE CHALLENGES
THE SOLUTION
Agenda
THE RESULTS
THE PROBLEMS

$Minimal ReportingDevelopment ProblemsPoor Solution The problems A development process that was fractured and inefficient A help desk solution that wasn’t meeting our internal, or our customers needs A high IT ops tempo with no real insight into how we were spending our hours or tracking our projects$

DEFENSE MEDIA ACTIVITY
THE PROBLEMS
THE SOLUTION
Agenda
THE RESULTS
THE CHALLENGES

User AdoptionTimeSecurity
Challenges
Cost
We had 5 Weeks to
deploy this new
system.
With the DoD, security
is always paramount.
Additional security
requirements needed
to account for.
System needed to be
adopted by entire team
We had a limited
budget.

“This is stupid and a
waste of my time,
I’ve got real world
operations we need
to be working on”
GRUMPY CAT

DEFENSE MEDIA ACTIVITY
THE CHALLENGES
THE PROBLEMS
Agenda
THE RESULTS
THE SOLUTION

Solution ExpertsAWS GovCloudJIRA Tools
The solution

DEFENSE MEDIA ACTIVITY
THE CHALLENGES
THE SOLUTION
Agenda
THE PROBLEMS
THE RESULTS

Increase in helpdesk ticket resolution
0
425
850
1275
1700
April May June July August September
2014 2015

Increase in developer output
0
30
60
90
120
January February March April May
2014 2015

The difference is amazing and our
productivity has skyrocketed. Everything can
now be visualized, racked and stacked and I
know what everyone is working on at a
glance.
GRUMPY CAT
“
”

Thank you!
LES BENITO • CIO • DEFENSE MEDIA ACTIVITY • @LESBENITO

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Your Digital Assistant. Making complex approach simple. Straightforward process saves time. No more waiting to connect with people that matter to you. Safety first is not a cliché - Securely protect information in cloud storage to prevent any third party from accessing data. Would you rather make your visitors feel burdened by making them wait? Or choose VizMan for a stress-free experience? VizMan is an automated visitor management system that works for any industries not limited to factories, societies, government institutes, and warehouses. A new age contactless way of logging information of visitors, employees, packages, and vehicles. VizMan is a digital logbook so it deters unnecessary use of paper or space since there is no requirement of bundles of registers that is left to collect dust in a corner of a room. Visitor’s essential details, helps in scheduling meetings for visitors and employees, and assists in supervising the attendance of the employees. With VizMan, visitors don’t need to wait for hours in long queues. VizMan handles visitors with the value they deserve because we know time is important to you. Feasible Features One Subscription, Four Modules – Admin, Employee, Receptionist, and Gatekeeper ensures confidentiality and prevents data from being manipulated User Friendly – can be easily used on Android, iOS, and Web Interface Multiple Accessibility – Log in through any device from any place at any time One app for all industries – a Visitor Management System that works for any organisation. Stress-free Sign-up Visitor is registered and checked-in by the Receptionist Host gets a notification, where they opt to Approve the meeting Host notifies the Receptionist of the end of the meeting Visitor is checked-out by the Receptionist Host enters notes and remarks of the meeting Customizable Components Scheduling Meetings – Host can invite visitors for meetings and also approve, reject and reschedule meetings Single/Bulk invites – Invitations can be sent individually to a visitor or collectively to many visitors VIP Visitors – Additional security of data for VIP visitors to avoid misuse of information Courier Management – Keeps a check on deliveries like commodities being delivered in and out of establishments Alerts & Notifications – Get notified on SMS, email, and application Parking Management – Manage availability of parking space Individual log-in – Every user has their own log-in id Visitor/Meeting Analytics – Evaluate notes and remarks of the meeting stored in the system Visitor Management System is a secure and user friendly database manager that records, filters, tracks the visitors to your organization. "Secure Your Premises with VizMan (VMS) – Get It Now"

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1. LES BENITO • CIO • DEFENSE MEDIA ACTIVITY • @LESBENITO Transforming   DoD’s Public Web Program in 5 weeks

2. THE PROBLEMS THE CHALLENGES THE SOLUTION Agenda THE RESULTS DEFENSE MEDIA ACTIVITY

4. Sources: US Department of Defense, International Institue of Strategic Studies, Walmart, McDonald’s, NHS Information Service U.S. Department of Defense People’s Liberation Army, China Walmart McDonald’s UK Nation Health Service 3.3 Million 2.3 Million 2.1 Million 2.1 Million 1.9 Million = 100,000 employees Worlds Top Five EmployersDoD is world’s largest employer

6. • Big cool statistic • 2,56 9 • Add-Ons in Marketplace

7. • Big cool statistic • 2,56 9 • Add-Ons in Marketplace

8. • Big cool statistic • 2,56 9 • Add-Ons in Marketplace

10.

11. Delivering DOD to the World 500,000/250,000: DMA supports and maintains 750 unique Web properties 2.6 Billion: DMA delivered more than 2.6 billion page views in 2014 750: Our customers published more then 500k photos and a 250k stories in 2014

12. 10,000 Supporting over Web Content Managers Worldwide

13. DEFENSE MEDIA ACTIVITY THE CHALLENGES THE SOLUTION Agenda THE RESULTS THE PROBLEMS

14. Minimal ReportingDevelopment ProblemsPoor Solution The problems A development process that was fractured and inefficient A help desk solution that wasn’t meeting our internal, or our customers needs A high IT ops tempo with no real insight into how we were spending our hours or tracking our projects

15. DEFENSE MEDIA ACTIVITY THE PROBLEMS THE SOLUTION Agenda THE RESULTS THE CHALLENGES

16. User AdoptionTimeSecurity Challenges Cost We had 5 Weeks to deploy this new system. With the DoD, security is always paramount. Additional security requirements needed to account for. System needed to be adopted by entire team We had a limited budget.

17. “This is stupid and a waste of my time, I’ve got real world operations we need to be working on” GRUMPY CAT

18. DEFENSE MEDIA ACTIVITY THE CHALLENGES THE PROBLEMS Agenda THE RESULTS THE SOLUTION

19. Solution ExpertsAWS GovCloudJIRA Tools The solution

20. DEFENSE MEDIA ACTIVITY THE CHALLENGES THE SOLUTION Agenda THE PROBLEMS THE RESULTS

21. Increase in helpdesk ticket resolution 0 425 850 1275 1700 April May June July August September 2014 2015

22. Increase in Ticket Resolution 17%

23. Increase in User Satisfaction 10%

24. Increase in developer output 0 30 60 90 120 January February March April May 2014 2015

25. Developer Output Increase 39%

26. The difference is amazing and our productivity has skyrocketed. Everything can now be visualized, racked and stacked and I know what everyone is working on at a glance. GRUMPY CAT “ ”

27. Next Steps

28. Conclusion

29.

30. Thank you! LES BENITO • CIO • DEFENSE MEDIA ACTIVITY • @LESBENITO

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