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PSC Inspires Innovation in Managing the Business of Government™

Special Feature

PSC Inspires Innovation in Managing the Business of Government

 

PSC has a history of being a leader in the federal government with innovation. We strive to improve business operations for our customer agencies in the delivery of our services. We look for efficiencies in business processes, cost savings, and leveraging technology, which results in better, faster, and lower-cost services.

We seek out innovation in different ways. Some of the key ways include ideas from our talented staff, feedback from our customers to meet and exceed their needs, as well as reviewing industry best practices.

 

Transit Subsidy Automation

A perfect example of one of our innovation successes has been our transit subsidy benefit program. The days of standing in line or making special trips to pick up transit media are in the past. PSC moved the transit subsidy program from traditional paper checks to a Visa charge card, which has been branded and trademarked as the GO!card®.

Our strategy surrounding the GO!card was aimed at creating demonstrable value to both our customer agencies and their employees, as well as vastly increasing internal operational efficiencies. In essence, our strategy was to “do more with less” by streamlining and automating the distribution process, identifying cost savings and cost avoidance for us and our customers, and reducing waste, fraud, and abuse.

The innovation has yielded the intended results, including:

Streamlined Processes
The GO!card eliminated the need for manual entry of transit subsidy distribution. The application removed all paper from the process and eliminated the need for signed documents. Previously, program participants who were issued a GO!card had to sign a paper cardholder agreement. With the upgraded transit benefit process, users report their commuting schedule more accurately, as the application captures various work arrangements. Improvements to the system were developed based on: customer feedback, lessons learned, legislation, reporting requirements, and existing frequently asked questions.

Improved Internal Controls
The GO!card program helped prevent the potential for fraud, waste, or abuse within HHS by utilizing the bank’s Electronic Access System to monitor the actual amount being spent on transit costs each month. There’s greater accuracy, compared to manual entry of written information from paper applications.

Cost Savings
Customers are charged only for what they use, allowing them to de-obligate unused funds and devote them to other uses. Also, both HHS and our customers realize savings immediately, rather than only at the end of the fiscal year. This approach allows all stakeholders to plan and budget more effectively. The GO!card discovered many cost savings, not only for PSC, but for all of HHS: it allowed resources to be focused on their core mission rather than on manual entry of data into a system. With the actual usage amount being tracked by the bank, the cardholders who are not utilizing their full subsidy amount are having their funds reduced, which provides for additional cost savings.

Transit Bringing It All The Way To Today
We launched a self-service portal in GovZone that went live October 1. Users can log in to a brand new, modernized, compliant system. This automates the request, approval, and distribution of travel benefits for 10,000 HHS employees.

 

Digital Document Management

Another way PSC has innovated is through the Digital Document Management service. Many of our customer agencies are seeking to reduce their real estate footprint and costs. The federal government is transforming paper-based processes into more automated systems. Why? Because it saves storage space, conserves natural resources, and saves money.

Going paperless transforms a company’s processes. Consider: Professionals spend 5 to 15 percent of the time reading information but up to 50 percent looking for it. Companies spend $20 in labor to file a document, $120 to find a misfiled document, and $220 to reproduce a lost document.

This is where we are stepping in. Digital document conversion eliminates the need for room upon room of storage. PSC’s Mail and Publishing Services team takes stacks and stacks of documents, overflowing file cabinets, and we put them in a digital form so that it can be searched and shared throughout the office ― even accessed remotely.

PSC offers digital conversion and archiving of large and small-format documents, forms, images, microfilm, microfiche, VHS and other types of tapes, to a digital format. We provide paper document scanning, indexing, and data entry services on-site or off-site.

As an example of digital conversion, a federal agency was faced with moving to another location and had between 50 and 60 file cabinets full of paper — much more than the new space could accommodate. We came in and scanned all the files, verified that all the material was archived, destroyed the paper copies, and presented the customer with 10 CDs that contained all of the material that had previously resided in those file cabinets. Another time, we received 90,000 paper pages on a Friday, scanned them over the weekend, and provided the customer with the files on a CD by Monday morning. In both cases, the problems were solved.

On a larger scale, we have helped several agencies consolidate their documents prior to their “Smart-Size” moves and one other agency that has warehouses full of paper that will go on for the next three to five years. We can help offices make the directive to become paperless by 2019 a reality.

 

GovZone Modernization Boosts Delivery of PSC Shared Services

 

GovZone™ is taking major modernization steps this fall, transitioning to a fully featured e-business platform and introducing a totally new, up-to-date user experience. These steps will have positive impacts not only on our customers, but on the way PSC is able to deliver shared services business processes as well.

govzone-logoFrom the user perspective, the modernized GovZone interface the user experience ― reflects the same type of experience users have with other leading service providers online like Apple, Microsoft, Pinterest, and others. Within the new GovZone home page, customers find a carousel of all of the orderable services available to them.

It’s the behind-the-scenes changes in the GovZone modernization that have the most impact, and opportunity, for PSC: GovZone has gone completely modular. GovZone now implements what we’re calling Orderable Service Modules. The first two examples of these new modular services are the Conference Tracking & Approval (CTA) module, in support of the Office of Grants and Acquisition Policy and Accountability (OGAPA), and the Transit Subsidy Management module, supporting our own Administrative Operations Portfolio. 

Not only can these modules be developed to support portfolio services, they can be tailored to provide customer-specific functions and user experiences. Using customized web pages, the new workflow engine routes and controls work and communications such as notifications, reports and emails, allowing PSC to tailor work to the specific needs of our customers. It’s a pattern that can be repeated for any number of departments and agencies across a broad range of standard PSC shared services.

The modernization of GovZone offers tremendous opportunities for PSC. We now have a platform that can take our e-business to new levels and expands to cover the breadth of our portfolios. It can also serve as an incentive to rethink our business processes, streamlining physical processes with digital alternatives that can have positive customer and organizational impact. Welcome to the new GovZone!

 


 

PSC Celebrates Our 20th Anniversary!

To commemorate the 20th anniversary of PSC, 1995 to 2015, PSC is highlighting this accomplishment throughout the year.

We have researched significant moments in PSC’s history and have developed a timeline below. We welcome your input for additional milestones. You can send an email to PSCCommunications@hhs.gov.

timeline-graphic