The FOI/PO faced a significant backlog, processing an average of 1,884 records and receiving 500 requests weekly, while digitizing 6,500 pages. The challenge was to quickly and effectively process FOIA records, provide timely and accurate customer-oriented service, and seamlessly transition to prevent interruptions to government activities.

TIME Systems handles mail preparation, delivery, and receipt; receiving and processing of Freedom of Information Act/Privacy Act (FOIA/PA) requests and cases; quality assurance, filing and data input. We provide onsite personnel with the requisite background and clearance levels to serve as project staff. TIME Systems created a seamless transition by hiring ten incumbent personnel who already hold the requisite clearances and who are familiar with the tasks and requirements and ensuring 100% staffing within seven days through direct hire. To maintain service delivery quality, the most senior member of the project team onsite fills the role and responsibilities of Project Lead. This ensures effective communication, and an immediate response should there be any issues or concerns raised by the customer. Status reporting takes place at every level of the Project Team. Monthly Program Reports, mapped to project tasks, are submitted to the customer, and allow the customer to gauge the team’s effectiveness. The organization’s FSO is prepared, if necessary, to respond quickly to any security incident involving the team. TIME has CMMI-SVC Level 2 certified systems, processes, and governance in place to successfully manage contracts of this size and scope. We have met and/or exceeded customer expectations. Director Mike Heaton, the government’s Program Manager, presented an award to the government civilians in the FOIA for their support in decreasing the 2017 request backlog. TIME team members who served on that task were verbally recognized by Director Heaton for their contribution.

Director Mike Heaton, the government’s Program Manager, presented an award to the government civilians in the FOIA for their support in decreasing the 2017 request backlog. TIME team members who served on that task were verbally recognized by Director Heaton for their contribution.