While much of CSG's experience is in the field of information technology, we also deliver a wide range of other business services to clients.
This capability offers our clients the flexibility to accomplish projects of all types. Whether the need is accounting, records management,
office administration, or similar support, CSG provides a one-stop solution. Our Business Process Services include:
Contact Center/Help Desk Services
- Office and Facility Management
CSG provides an array of administrative and clerical services, including word processing, data entry, records management and office
administration. Our word processing services include production and review of correspondence, templates, reports, and various legal
documents. CSG delivers data entry and workflow management for personnel actions, requisitions, AR/AP processing, work reports,
and time and attendance. Our records management services involve organizing files, assigning filing codes, applying filing regulations and
policies, archiving and disposing of records, converting to electronic storage, generating statistical reports, and providing guidance to
customers on records management.
CSG also provides both warehouse operational and property management support including inventory control, management, handling
and storage; hazardous materials and waste handling; and property management.
- Records Management
CSG is highly experienced in document and records management. We support Interior's Office of Historical Trust Accounting (OHTA) by
providing document search and collection in support of litigation-driven and other information requests. We also support a number of
clients in converting paper-based records to electronic formats, as well as designing, developing, and administering automated systems
for maintaining electronic records.
CSG also supports OHTA by researching Special Deposit Accounts (SDA), which temporarily hold funds from transactions associated
with Interior-managed trust lands. We investigate and make recommendations for the correct disbursement of these SDA monies. For
other clients, we provide program monitoring to assess performance-based costs and to track resource expenditures.
CSG has developed and honed our technical capabilities in help desk center operations over 10 years while providing these services to hundreds
of thousands of end users. Our Tier 1, 2, and 3 technicians provide prompt, accurate resolutions to information technology, functional, or policy-based
We manage call center operations through industry-recognized tools and techniques. Our Information Technology Infrastructure Library (ITIL)
certified professionals log and track all calls using Remedy, ConnectWise, or similar applications. We also maintain solution knowledge bases in
MS SharePoint to deliver instant answers to agents and end users.
CSG also provides the following help desk services:
- On-site, in-person support for end users
- Desktop, custom, and COTS applications support
- System-level administration & advanced problem resolution
- Hardware & software troubleshooting
- Virus protection & security patch maintenance
- Procedure documentation updates and reviews
- New workstation implementation and configuration
- New technology testing and evaluation
- Inventory records maintenance
- Web page updates and maintenance
- Operating system diagnostics and resolution
CSG is committed to the highest level of project management and contract administration. Our government project managers are certified Project
Management Professionals (PMP) from the Project Management Institute (PMI).
Combining solid experience and ongoing education, our project managers apply a well-defined approach to managing performance, which allows
us to adapt easily to the level of formality appropriate for each project or task. We accomplish this by (1) integrating our best practices with the
policies, standards and processes established by the client; and (2) specifying tools and procedures to support the effective management of our
tasks and employees.
Our project management methodology is built on proven practices and applies sound project management principles that adhere to the PMI
Project Management Body of Knowledge (PMBOK). We recognize that a key ingredient for the success of government projects is the expert
application of project management skills and practices in a collaborative environment. Establishing clear, agreed-upon priorities ensures proper
focus is maintained and helps generate the highest level of return.
At the beginning of a project, we work closely with the client to establish a solid planning foundation that is used throughout the effort. Our PMI-
certified project managers rely on careful scope control, risk management, measurement and communication to deliver projects successfully.
This is supported by an array of detailed planning tools, such as work breakdown structure (WBS) definitions, formal task estimating techniques,
critical path analysis and optimization, and earned value management (EVM) standards.