Creating an agent-friendly case management system.
Drug Enforcement Administration (DEA)
The Situation
Despite significant recent enhancements to its automated case management system, the Drug Enforcement Administration (DEA) still relied partially on manual paper processes for gathering case data, monitoring case status, coordination with other offices and tracking seized evidence. The system could not scale to support all current and future DEA requirements. Multiple stove piped systems hampered collaboration between agents across different divisions and locations. Supervisors lacked an efficient case status review process. And the need for agents to enter identical data into multiple systems made for time consuming, cumbersome processes and inaccurate, error prone results.
The Challenge
A modern, more efficient web-based system had to be created around a unified database that would:
- Achieve rapid buy-in by from end users (Agents, Analyst and Diversion Investigators)
- Include "enter data once, use many times" functionality
- Easily scale to eventually integrate all five main DEA business areas: Investigative, Intelligence, Forensic , Financial, Administrative.
- Provide DEA management with a superior case management and review process
- Simplify and streamline system security processes
- Deliver new functionality to the end user quickly and in an order driven by mission priorities
The Solution
Estimated time saved by the ~10,000 DEA agents utilizing our case management system is 20,000 person-hours
per week.
As prime contractor for the DEA, Synteras is responsible for full system lifecycle support for current operations and maintenance (O&M) and all newly identified infrastructure, architecture and application development for web-based enterprise solutions. The program seeks to modernize DEA's application delivery and architectural platforms.
Synteras designed the system's web interface to be implemented on DEA's production intranet. The upgrade to .NET 4.0 provides the scalability and growth needed to accommodate future functionality modules. Working iteratively with key DEA business, technology and end user groups, we organized the delivery of system functionality and features according to mission priority. Utilizing Agile development and Scrum project management best practice models, Synteras developed the software driving these deliverables into manageable modules to be worked on by collaborative teams and briefed to executives on a monthly basis.This enhanced the project's transparency, helped accelerate development and enabled the early and continuous release of key functionality to end users. An additional key component in the solution was enhanced security functionality, including Single Sign On (SSO) and Roles Based Access Control (RBAC).
Benefits to the DEA
Accelerated deployment of key functionality—Utilizing Agile and Scrum procedures enabled Synteras to quickly and continually deliver prioritized functionality to end users.
Enhanced scalability—The system's highly flexible modular architecture enables DEA to additional business-driven functionality with greater ease, less risk and lower cost.
"Enter once, use many"—Now common case related data is dynamically populated across the system's modules. This eliminates the need for agents to enter identical data multiple times.
Enhanced collaboration—Consolidating all case related data on a single platform and accessed via a single system enables agents to access case files quickly and securely from any location. This is especially critical in cases linking across jurisdictions.
Reduced training—The user interface is designed so all new modules would look similar to reduce agent training time.
Stronger metrics—Data can now be used to more accurately measure department performance against established goals, such as time expended on investigations dealing with Priority Target Organizations (PTOs), Consolidated Priority Organization Targets (CPOTs), Regional Priority Organization Targets (RPOTs) and other Organized Crime Drug Enforcement Task Force (OCDETF) investigations.
Streamlined and stronger security—Role Based Access Control (RBAC) strengthens security by mapping user's security privileges to his or her job responsibilities, while Single Sign On (SSO) streamlines access as the user only has to login once to access all of his or her privileges
More time carrying out their core mission—DEA agents now spend managing their cases and more time on the streets carrying out their mission of enforcing the controlled substance laws of the United States and bringing to criminal and civil justice those individuals and organizations involved in breaking them.
