Acquisition and Procurement Support
Constituent Services System (CSS)
The client is a service provider within a Federal Agency that offers its
clients a unique application called Constituent Services System. It is a
web-based correspondence and case management application that comes in three
flavors, offered by three legacy vendors. Constituent Services System provides
web access to CSS correspondence and case management modules, allowing users
at multiple locations to access the application via the web. The schedule for
contract renewal made it necessary for the client to review user needs and
satisfaction with the three versions of the application. Multiple methods were
needed to obtain information from the users. Resulting information and data
would be used to refine original requirements and create new requirements for
a second generation application.
Contract renewal was the main reason the client needed to review user
satisfaction with the existing application on the legacy systems. User
upgrades and expensive custom code development in the interim years alerted the
client to user dissatisfaction in many areas. However, the client needed a
formal method to gather user views on the application, so that clear
requirements specifications could be generated for the contract renewal,
acquisition and procurement process.
Based on substantial experience with requirements analysis, Alterion
developed a set of interview questions to solicit user response and discussion
of application usage and difficulties. The interview questions allowed users
to describe their daily functions and how the application made these tasks
easier or more difficult. The answers were mapped to the various functional
areas of the application. Interviews were conducted with users of 26 offices
from multiple states and state locations. They represented a variety of roles
and they used the application modules to perform a variety of functions. User
survey was another method for gathering information and data from users who
were not available for interviews. Interview notes and survey data formed the
basis of new requirements and helped to modify original requirements. They
also high-lighted the need for the application to be integrated with new
technologies, such as scanners and OCRs, email, better reporting tools as well
as workflow and business process flow support functions. Additional
requirements sections were added related to contract performance factors.
Alterion’s guidance and help in gathering requirements allowed the client
to obtain quality user usage and application needs information and data.
Alterion helped to translate the interview notes and survey information into
a comprehensive set of requirement specifications that were clear and
unambiguous. The procurement process support provided by Alterion will enable
the client to procure a superior second generation application that will be
more user friendly, more efficient in storage and retrieval functions, and
better integrated with new technologies.
The first of the procurement process is the generation of an RFP.
Alterion will be providing additional support through out the contract renewal
and acquisition process, including guidance and support in the RFQ, vendor
demonstration and other phases of the procurement.
Alterion was founded in March, 2000 with the goal of becoming a premier
provider of IT Program IV&V Management and Support services.
Headquartered in suburban Philadelphia, Alterion has since been successfully
involved in numerous programs for corporate and government organizations.
Alterion provides a complete set of Independent Verification and Validation
services through its proprietary SharpThought™ methodology. As a
cost-effective method for assuring successful IT system acquisition and
deployment, SharpThought minimizes risk during all phases of an engagement by
identifying problems, and their corresponding corrective actions, when they
can be mitigated at the lowest cost to a program.
Through SharpThought Services™, Alterion delivers IV&V expertise
in areas such as Quality Management, Risk Mitigation, Requirements Analysis,
Process Improvement, Performance Testing, and IT Consulting. Alterion's
capabilities are further augmented by its rich network of industry partners,
enabling Alterion to provide comprehensive and distinct services.
Alterion falls under the classification of a Small Business, as defined by
the United States Government. For more information visit Alterion's website at
For More Information Contact:
Matthew Shapiro at 610.832.9450