United States Marine Corps Recruiting Command
The United States Marine Corps Recruiting Command (MCRC) is responsible for the critical task of recruiting new members and ensuring that they arrive at basic training on schedule. The MCRC is the lifeblood of the Marine Corps and a key part of the continuing strength of the US Military.
MCRC was using an outdated custom-designed software application called MCRISS (Marine Corps Recruiting Information Support System) to track information about new recruits from the time that they sign their recruiting paperwork until they arrive at basic training. MCRISS contains information about a recruit's education, prior service history, and other such items needed to determine their placement in basic training. Over time, the system slowly grew to exceed its original requirements. In order to ensure the continued successful operation of this vital system, Stanley Associates was tapped to provide support and perform a complete overhaul.
As part of the Stanley Associates solution, Segue Technologies provides MCRC with 4 full-time help desk support engineers and a senior Database Administrator; these positions were previously staffed by another large consulting firm. The help desk engineers are responsible for responding to e-mail and telephone support requests, while the DBA provides database support and ad hoc reporting. The help desk personnel also track Software Change Requests (SCR's) that are used by Stanley in their ongoing development effort.
Since assuming responsibility of help desk operations, the Segue team has closed the backlog of tickets from the incumbent, some of which were open for several months. In addition, the team closes an average of nearly 50 new tickets per day. The DBA has streamlined processes related to common database-related issues, allowing for more efficient resolution. MCRC has expressed great appreciation for the positive impact Segue's help desk team has had on their operations.