A federal agency required a prime business partner that could provide digitalization and mission critical support for essential tax services functions. Oxford was selected to support the strategic initiative to achieve a fully paperless experience, including digitizing high volumes of tax materials to accomplish the programs objectives. Oxford provided four geographically dispersed, high-volume, FISMA/NIST Agency cleared conversion facilities that supported 350+ program staff. Our mission support provided advanced technology and workflow solutions to efficiently support the shipping logistics, intake, scanning, automation, and capture operations of all files. Oxford’s state-of-the-art solution handled the processing, automation, extraction, and technical upload of tax materials to the client’s data landscape for processing.
A cabinet-level department of the U.S. Government required a business partner with exceptional loan servicing and financial management skills to provide IT systems and business processes support to service defaulted loans. The client housed defaulted debt from five major loan programs. Oxford was selected to provide full-service technical and operational loan servicing support functions, to include exception payment processing; interface management; website management; contact center support; software development and maintenance for the tools required to support operations of the defaulted portfolio and comprehensive administration execution of back-end business and financial operations.
A defense client required a business partner with exceptional consulting services to provide: program management, program planning and execution, process training, customer service help desk services, strategic planning and analysis, correspondence management, communications, and editorial functions. Oxford was selected to provide specialists and analysts to provide editorial and written support for the client’s senior officers and enlisted advisors. Oxford expertise was required to provide leadership support, directives, manuals, guides, memorandums, and executive correspondence. Oxford consultants used in-depth training experience to identify improvements for training, develop new training techniques, approaches, and design curriculum updates that enrich the learning experience for more than 600 personnel annually and supported the development of the client’s multi-year training plan.
A federal department’s retirement operations center required a prime business partner that could provide a technology and workflow solution to efficiently support the document intake, scanning, automation, and capture operations of retirement services and insurance files. Oxford was selected and designed a state-of-the-art solution for the client that handles incoming files as well as backlogged material. The technical capability, quality, and delivery capabilities of the personnel and solution provided supported the preparing, scanning, and capturing of retirement services documents, to include automated file transmission to the client’s electronic document management system for processing.
A federal cabinet-level department required a business partner to automate its intake and handling of mail associated with client benefits. The effort was part of the initial push to triage the department’s handling of mail, and rapidly accelerate intake processing utilizing full Robotic Process Automation (RPA) as part of a drive toward “Mailbox Zero” – a target state where all mail is handled the day it is received. Oxford’s Agile-based consulting and development services included providing business process consulting services and RPA development services in support of the Mailbox Zero initiative, which was focused on achieving unattended automation of the triage and handling of mail packets. The services encompassed not only the direct processing of mail packets but also the ancillary services, milestones, and deliverables necessary to prepare for and execute the work. Oxford was tasked with developing and delivering BOT1, to automate the Power of Attorney mail packet, delivering all services on schedule.
A Federally chartered government corporation required a business partner with retirement plan benefits administration, document and records management, and contact center services expertise. The entity has the responsibility over the day-to-day benefits administration and supporting activities for pension customers and required Oxford expertise to handle the following key tasks: benefits administration, document management, records management, administrative support, data analytics, and customer contact center services. Oxford provides strategic pension support services while also meeting all customer service goals and objectives for the government corporation. Operations have included consolidating facilities and business operations.
A federal Office of the Chief Information Officer (OCIO) required a business partner with enterprise level IT strategy, IT capital planning investment control (CPIC), enterprise architecture (EA), and paperwork reduction act (PRA) specialized technical and management consulting capabilities. Oxford provided the Office of the CIO with integrated IT Governance support services, to include departmental CPIC services, strategic business management services, and PRA information compliance management activities. The Oxford team’s focus continued to develop, operate, and mature the portfolio management capabilities for the department’s 125+ IT investments in alignment with OMB requirements. Key Oxford activities included select, control, and evaluate IT portfolio operational support; the development and maintenance of the Department’s Information Resources Management Strategic Plan and Enterprise Architecture Roadmap; oversight and submission of the Department’s Major IT Business Cases and IT Portfolio Summary to OMB; annual Departmental CPIC training; Data Analytics strategy and support; Technology Business Management (TBM) implementation; eCPIC to Folio migration; and reporting of departmental implementation and compliance of federal IT strategies, directives, regulations, and guidance.
A private non-profit organization required a business partner with specialized data management and data governance consulting capabilities. Oxford provided the organizations Data Services Division with comprehensive management consulting services to develop and implement a Master Data Management (MDM) roadmap and data governance framework as part of a key set of OCIO IT-Roadmap initiatives. Oxford’s consulting services included: a current state assessment of the organization’s MDM and data governance practices; definition of their on-going MDM strategy and data governance framework; definition of the organization’s future state governance model and boards; and the formulation of an executable roadmap of future state MDM initiatives. Oxford met the organization’s expectations in providing over 20 project deliverables, establishing a best of breed and highly effective enterprise information management data governance practice.
A federal agency required continued document scanning and data capture support of paper, fax, and electronic based customer disability claim files. Oxford was awarded the program to provide critical document and quality management support that is critical to the success of the client’s disability processing program. Oxford is a primary conduit regarding mailroom preparation, indexing, scanning, and the quality assurance of disability claims as part of the paper to electronic conversion process. Key accomplishments have included the team attaining and exceeding the conversion rate of 42M images per month, while maintaining quality levels (for image and index accuracy) above 99% and file digitization turn-around times of less than 5 days.
A federal executive agency required a business partner to provide comprehensive project management office (PMO) services for their Office of Information Systems and Technology (OIST). Oxford was selected as a prime contractor to provide PMO based oversight of OIST’s IT portfolio (development, maintenance, and IT enhancement projects). Oxford management consulting activities involved conducting a current state assessment of OIST PMO processes and benchmarking the executive agency’s PMO maturity, followed by the strategic development and delivery of a maturity roadmap that detailed the development and delivery of 20 OIST system development life cycle document templates with corresponding project intake to completion work-flow processes. Oxford modernized OIST’s system development and life cycle management processes while in parallel we operated the office’s daily software development, maintenance, and enhancement activities.
A federal agency required an experienced contractor to support post-conversion records management services of customer claims related source materials. The Oxford team was selected to provide records management services that included:
- Storage services of previously converted, sorted, and stored source materials
- Receipt and storage services of source materials
- Sorting of previously converted and stored source materials
- Document retrieval services
- Disposition services of records as directed by the customer.
Source materials being managed include but are not limited to:
- Customer Claims Folders
- Military Treatment Records
- Loose materials received through the mail program
- Loose claims related source materials, and
- Alternate media, such as microfiche, microfilm, compact disks (CDs), 3½” Floppy Disks, DVDs, USB Drives, Hard Drives, and X-Rays.
A private non-profit organization required a business partner with specialized data policy and communication consulting capabilities to deliver key data policy services as part of the organizations data policy roadmap. Oxford provided the private non-profit with highly successful and comprehensive services to design, develop, review, and implement data policies in accordance with data governance office operations. On schedule and cost deliverables included:
- Development of a Data Access Management Policy
- Development of a Data Governance Policy
- Development of Data Access Process Guidelines
- Development of a Detailed Data Acquisition Process Document
- Review and feedback of a comprehensive Metadata Management Policy
- Review and feedback of the Single Data Request Framework Policy
- Review and feedback of the Data Usage for Campaign Data Policy
- Development of Data Stewardship Role Communications and Guidance
- Development of a completed Communication Plan for Rollout of Data Governance Office Processes
An operating division within a U.S. cabinet-level department required a business partner with specialized technical and management consulting expertise to provide IT and PMO services in support of the development of a Federal Contractor Compliance System. In support of the PMO, the Oxford team was selected to create and execute a comprehensive Project Management Body of Knowledge (PMBoK) based Quality Assurance Surveillance Plan for the Agency that was aligned with the Department’s System Development and Life Cycle Management Manual. This included the development of comprehensive IT governance gates, phase-end reviews, and phase-end reports over the system development awarded integrator. Oxford support included standardized deliverable reviews and cloud based IT security support (FedRAMP alignment evaluation). Oxford led both the acquisition phase (development and delivery of all acquisition phase documents including source selection support), and also led all IT governance oversight activities for the execution phase of the program over the awarded system integrator.
A private non-profit organization required a business partner with specialized data analysis and consulting capabilities to provide the organization with a recommendation and roadmap to eliminate or reducing the collection, retention, and use of social security numbers (SSN) within the enterprise, including assessing the impact of change on partners and customers. Oxford was selected as the prime contractor and provided on schedule and on cost deliverables to include:
- Collection and creation of a technical and business SSN inventory.
- Analysis of the algorithms used to “match” incoming student data to existing records using SSN and demographic data. Assessment of the impact of SSN elimination.
- Analysis of SSN collection and use by partners and customers, assessing the effort those organizations will incur to align to a new elimination policy.
- Assessment and documentation of the risk of SSN elimination with associated mitigation strategies.
- Development of a final report outlining the recommendations on how the organization should address SSN removal with an associated roadmap for execution.
A federal agency’s Claims Intake Program required a business partner to provide document conversion services to include document scanning and data capture support of paper based customer disability claim files, as well as the transformation of mailroom operations to a more efficient and centrally located electronic document driven process. The Oxford team was selected to provide document and quality management support and expertise that was critical to the success of the program. Oxford was and continues to be a primary conduit regarding the agency’s mailroom preparation, indexing, scanning, and quality assurance of disability claims as part of the paper to electronic conversion process. Key accomplishments included the execution of necessary process improvements to increase efficiency and reduce claim file digitization turn-around time from 13 to 5 days, supporting operations to increase the overall capacity of scanning operations from 2 million images per month to over 30M images per month, all while executing quality improvements to achieve service levels for image and index accuracy.
A federally focused conservation agency required a business partner with specialized information security advisory services, to serve as the chief information security officer’s primary cyber program advisor. Leadership activities included providing analytical support for drafting IT security policies, standards, and IT security governance documents. Accomplishments included the development of a continuous monitoring strategy for the Agency, the development of a privacy training program for the Agency, and a strengthened Agency Plan of Action and Milestone (POA&M) closure process with a supporting metrics framework. In support of our work, we managed multiple security authorizations for core applications in compliance with NIST standards. Oxford developed numerous documents, including a Security Impact Analysis and POA&M Process Guide, while managing Agency security staff daily.
A federal information systems and technology office for a federal agency required a business partner with specialized technical and management consulting expertise to support the development of a Shared Services Catalogue. Oxford provided subject matter expertise and execution support regarding the development of the agency’s first operational Shared Services Catalogue, Operational Cost Model, and supporting Financial Calculator Tool. The developed catalogue covered key agency portfolios with supporting enterprise services, configuration management, quality assurance, security, business operations, and PMO services model support. Delivery value included the ability to manage resources, funding levels, provide budget forecasting, provide ROM support, charge-back model support, and Agency CPIC exhibit support preparation.
A benefits-focused administration of the federal government required a business partner with specialized experience in benefits processing and electronic document conversion. Oxford provided subject matter expertise and execution support across the intake, screening, digitization, and processing of memorial benefits applications to support the timely issuance of headstones, markers, medallions, and/or other benefit claims. This involved processing over 665,000 benefit claims per year, processing and converting over 83,000 benefits application pages per month, resulting in more than 2 million pages annually converted to digital format. Oxford is honored to support Veterans with final resting place recognition and lasting memorials that reflect their service to the nation.
A federal records management facility that receives and stores service treatment records from military service departments upon a service member’s discharge from active-duty service required a business partner with specialized records processing and electronic document digital conversion support. The Oxford team was selected and engaged to assist the agency and the records facility with the goal of a completely paperless end-to-end processing environment that would result in a significant improvement of records storage utilization. Oxford successfully applied its expertise in document receipt processing, preparation, scanning, indexing, and quality assurance in support of the digitization process to meet the agency’s need to process a massive amount of service records and claims. To date, the Oxford team has supported the processing of more than two billion records.
A large system of East Coast medical centers required a business partner with digital image service provider expertise to manage their medical patient records and services, to include: onsite digitization services; verification services regarding the review, correction, and ingestion of claims into the health record management system; offsite electronic file claims processing services; medical release of information services; and digitization services for urgent requests that are retrieved from storage. Oxford provides all our medical partners with patient claims and medical records expertise including the scanning and processing resources required to handle large annual claims volumes. We provide full-service, daily, medical record document digitization services both on and off-site. This includes the digitization of hardcopy medical files including prep, scanning, indexing, quality control, re-assembly, and ingestion into the customer’s health record and payment processing systems.
A national laboratory responsible for multidisciplinary research and development focused on weapons development, sensitive material stewardship, and national security required a business partner to support document and records management. The lab selected the Oxford team to provide staffing support for record management activities that included document preparation, scanning, indexing, and quality assurance in support of warehouse digitization conversion and storage operations.
