United States Marine Corps Recruiting Command
The Client
The United States Marine Corps Recruiting Command (MCRC) is the lifeblood of the Marines. They are responsible for recruiting new members into the military and ensuring that they arrive at basic training.
The Challenge
MCRC was using an outdated custom-designed software application called MCRISS (Marine Corps Recruiting Information Support System) to track information about new recruits from the time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 that are needed to determine their placement in basic training. Over time, the system has slowly grown to exceed its original requirements. As part of a complete overhaul being undertaken by Stanley Associates, Segue was brought it to provide help desk support to field users of MCRISS. This is a high-visibility position, and the continued successful operation of MCRISS is vital to the ability of the Marine Corps to enlist new recruits.
The Solution
Segue Technologies provided MCRC with 4 full-time help desk support engineers and a senior Database Administrator, positions that 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 is responsible for providing database support and ad hoc reporting. The help desk personnel are also tracking Software Change Requests (SCR’s) that will be used by Stanley in their ongoing development effort.
Since the assuming responsibility for help desk operation, the Segue team has closed all remaining open tickets from the incumbent, some of which had been open for several months. In addition, the team has managed to close an average of nearly 50 tickets per day. The DBA has also streamlined processes related to common issues, allowing for more efficient resolution of database-related problems when they occur. MCRC has expressed great appreciation for the positive impact Segue’s help desk team has had on their operations.