The Bottom Line - Fall 2020 - 56

OFFICE OF THE CHIEF INFORMATION OFFICER
HOW WE ARE SUCCEEDING

OCIO: KEEPING THE
OCFO CONNECTED
By The OCIO Team

O

n February 25, an article in The Wall
Street Journal by the Director of
Immunization and Respiratory Diseases
stated that the agency expected the
Coronavirus to spread in the US. The OCIO
leadership team (Jatin Shah, Toni Lee,
James Snight, Satya Kommuri, and Sandra
Pinder) took this warning to heart and
started planning for the worst-case scenario, where everyone might have to work
remotely for an extended time.
The first requirement was to figure out how
much time we had and all that needed to be
accomplished to enable the OCFO to work
remotely. Immediately, we determined that
generally it would take about two weeks from
the first few COVID cases to the issuance
of a stay home order, but since most of the
information about the virus was fluid, it was
hard to rely on this information with certainty.

more than 1350 OCFO users while working
remotely. We had to figure out what issues
the team would have to resolve while providing support remotely. Our problem-solving
exercises determined that, except for only a
few situations, such as printer, docking station and monitor problems that would require
in-person support from the Helpdesk staff,
the majority of issues could be resolved
remotely using the tools implemented over
the last three years. A major part of the journey to making the OCFO a mobile organization was achieving the goal of 90% of the
OCFO staff being equipped with laptops. The
Microsoft TEAMS collaboration tool , which
was previously implemented for some of the
OCFO's offices, would now help team members Natascha Pratt, Jatin Shah, and Surjeet
Kalsi-Heneghan collaborate effectively in
a virtual environment and to improve the
OCFO's productivity.

In the first week of March, we asked all of
the OCIO's Helpdesk team, except for two
people, and all members of network team
to work from home for three days to verify
that the OCIO would be able to support

For the next three weeks (until March
27), we worked to ensure that all necessary
OCFO staff had laptops, a working VPN and
that Microsoft Teams worked on everyone's
laptop. Additionally, we worked to resolve any

56 | THE BOTTOM LINE



The Bottom Line - Fall 2020

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