Office of Information Technology

Client Needs

Health Resources and Service Administration (HRSA) Office of Information Technology (OIT) has made significant progress towards providing valued services and technical expertise to customers. However, OIT needed to take additional steps to fully realize its vision and continue to improve service delivery, system performance, and employee engagement. To accomplish this and drive improvement, HRSA engaged LinkVisum to perform an organizational assessment, provide recommendations, and support implementation of resulting efforts and initiatives.

Our Approach

LinkVisum conducted an organizational assessment of OIT focused on service delivery and employee engagement, collecting information through document reviews, employee and management interviews, and customer feedback sessions. Our staff analyzed data, identified findings and themes, and developed recommendations to address the more significant themes. LinkVisum conducted a business process re-engineering (BPR) effort on the help desk process, mapping the current state and developing recommendations to improve the process and standard operating procedures (SOPs) that leveraged the Information Technology Infrastructure Library (ITIL) model best practices.  We then used this information to develop the SOPs. We also performed an in-depth assessment of one of its functions, reviewing current roles and responsibilities, analyzing the work performed, identifying the value to customers, and developing realignment and restructuring recommendations.


  • Developed recommendation to improve OIT’s strategy, organization, employee engagement, and operations
  • Created the help desk future state process and transition plan to migrate to the future state process
  • Revised help desk SOPs and identified new SOPs and updates to existing SOPs that would aid in the transition to the future state process
  • Developed organizational structure options, realignment of responsibilities, and recommendations to improve function efficiency and reduce redundancy and low-value activities

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