Revitalizing FOIA/Privacy Operations Case Study

This case study details the strategic management approach employed by TIME Systems in collaboration with the U.S. Army Intelligence and Security Command’s Freedom of Information/Privacy Office to address a significant backlog of Freedom of Information Act/Privacy Act (FOIA/PA) requests. The document outlines the challenges faced, including processing an average of 1,884 records and receiving 500 requests weekly while digitizing 6,500 pages. TIME Systems implemented a solution that included hiring ten incumbent personnel with the necessary clearances to ensure a seamless transition and 100% staffing within seven days. The case study emphasizes the importance of effective communication and status reporting at all project levels, with monthly program reports submitted to gauge team effectiveness. The organization’s CMMI-SVC Level 2 certified systems and processes were highlighted as critical in managing the project. The initiative resulted in recognition from the government’s Program Manager for successfully decreasing the backlog and enhancing service delivery quality.