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Government Customer-Experience and Service-Design Consultancy Technical Assent Appraised at CMMI-SVC Level 3

Summary

Of the 15,000 Service-Disabled Veteran Owned Small Businesses, only three have achieved a CMMI-SVC Level 3 rating. This third-party appraisal validates Technical Assent’s strong internal processes, which gives assurance to government contracting offices that Technical Assent can reliably achieve results for government clients.

Main Article

Washington, D.C. (19 Jan 2024)— Technical Assent, a leading federal government customer-experience and service-design consultancy, today announced that it has been appraised at level 3 of ISACA’s Capability Maturity Model Integration for Services (CMMI-SVC®). 

CMMI is a proven, outcome-based performance model and the globally accepted standard for improving capability, optimizing business performance, and aligning operations to business goals. Williamsburg Process Solutions, LLC, performed the appraisal. 

“Excellence is not a singular act but a habit earned through every day practice,” said John DiLuna II, Technical Assent Chief Executive Officer. “Technical Assent’s CMMI-SVC Level 3 demonstrates our corporate growth mindset and our habitual pursuit of quality.”

Of the 15,000 Service-Disabled Veteran-Owned Small Businesses (SDVOSBs) certified by the U.S. Small Business Administration, Technical Assent is one of just three that has achieved a maturity rating of CMMI-SVC® Level 3. CMMI serves as the foundation for Technical Assent’s CX maturity service that helps government clients build and scale their own CX organizations.

“CMMI-SVC is the foundation that undergirds our motto of delivering Services that Inspire,” continued DiLuna. “Through daily practice, we earn our clients’ confidence in taking on more complex projects and have increased confidence in our ability to deliver high quality services consistently across our entire portfolio.”

In federal contracting, contracting officers have very limited options in being able to validate that a given company has the internal structure to fulfill what it promises in a proposal; an independent CMMI appraisal provides that assurance and thus greatly reduces risk to the government. Technical Assent’s current government clients include the U.S. Department of Veterans Affairs, U.S. Department of Labor, U.S. Department of Defense, and U.S. Department of Agriculture. Technical Assent specializes in customer experience, service design, digital strategy, human-centered design (HCD), data science, design thinking, and change management for federal government.

About Technical Assent

Government is the world’s largest service provider and platform of human interactions. Technical Assent exists to ensure these services deliver relevant value, are easy for people to use, and earn trust in the founding principles of our country.

Technical Assent’s Service Optimization Lifecycle links the critical capabilities needed to optimize performance of government services by keeping customers as the focal point. They improve the performance of government services using experience as the primary driver for change using three core capabilities—Experience Design, Solution Implementation, and Service Management.

LinkedIn: https://www.linkedin.com/company/2999180/

Contact: Thom Sutton, tsutton@technicalassent.com, (201) 397-5764

Press release

Technical Assent Reappraises at CMMI Level 3 for Services

FOR IMMEDIATE RELEASE

Washington, D.C. — Technical Assent, a leading provider of Experience Design, Solution Implementation, and Service Management services, announced today that it has successfully reappraised at Level 3 of the CMMI Institute’s Capability Maturity Model Integration for Services (CMMI-SVC) Version 2.0. CMMI is a process-improvement approach that provides organizations with essential elements of effective processes that ultimately improve their performance. The appraisal was performed independently by Williamsburg Process Solutions, LLC.

CMMI-SVC helps ensure the processes that underpin Technical Assent’s professional services produce the highest quality work and make a difference for their clients. At Level 3, Technical Assent’s work and processes have received the highest form of third-party validation. Technical Assent manages projects with an established set of practices and is dedicated to continuous improvement. 

Technical Assent is one of just three Service-Disabled Veteran-Owned Small Businesses (SDVOSBs) that are both verified by the U.S. Department of Veterans Affairs Center for Veterans Enterprise (VA CVE) and have a maturity-level rating of CMMI-SVC/3 V2.0.

“Technical Assent’s ongoing commitment to CMMI-SVC ensured our business was resilient and best positioned for success during the COVID-19 pandemic. We stayed focused on our clients’ missions with the confidence that our business infrastructure was robust,” said Technical Assent Chief Executive Officer John DiLuna.

CMMISVC / 3 2.0

About Technical Assent

Headquartered in Arlington, Va., Technical Assent is a leading provider of Experience Design, Solution Implementation, and Service Management solutions for government agencies. At Technical Assent, we believe government begins at the bottom—with the people it serves. That’s why we explore the customer experience first and use that knowledge to improve systems, processes, and service across the organization. Technical Assent, LLC is a Service-Disabled Veteran-Owned Small Business (SDVOSB). For more information about Technical Assent’s service delivery capabilities, visit https://technicalassent.com/.

About CMMI® Institute

CMMI Institute is the global leader in the advancement of best practices in people, process, and technology. The Institute provides the tools and support for organizations to benchmark their capabilities and build maturity by comparing their operations to best practices and identifying performance gaps. For over 25 years, thousands of high-performing organizations in a variety of industries, including aerospace, finance, health services, software, defense, transportation, and telecommunications, have earned a CMMI maturity level rating and proved they are capable business partners and suppliers.

Press release

TECHNICAL ASSENT APPRAISES AT CMMI LEVEL 3 FOR SERVICES 

FOR IMMEDIATE RELEASE

March 15, 2017

Washington, D.C. — Technical Assent, a leading provider of Experience Design, Solution Implementation, and Service Management solutions, announced today that it has been appraised at Level 3 of the CMMI Institute’s Capability Maturity Model Integration for Services (CMMI-SVC)®. The appraisal was performed independently by Williamsburg Process Solutions LLC.

CMMI is a capability improvement framework that provides organizations with the essential elements of effective processes that ultimately improve their performance. Organizations at maturity Level 3 demonstrate processes that are well characterized and understood, and are described in standards, procedures, tools, and methods. The organization’s set of standard processes is established and improved over time.

Technical Assent’s CEO, John DiLuna, noted:

“Program Managers have always relied on us to provide high quality results to their mission and business challenges. With the CMMI-SVC certification, we can provide increased confidence that Technical Assent’s solutions will be delivered consistently and efficiently especially during periods of transition and change”

As government agencies strive to become more service-oriented, government’s customers increasingly demand services that are relevant and deliver better outcomes. Technical Assent uses the practices of human-centered design and principles of CMMI-SVC to focus agencies on what matters most to their customers and reliably deliver those results.

About Technical Assent

Headquartered in Arlington, VA, Technical Assent is a leading provider of Experience Design, Solution Implementation, and Service Management solutions for government agencies. At Technical Assent, we believe government begins at the bottom — with the people it serves. That’s why we explore the customer experience first and use that knowledge to improve systems, processes and service across the organization. Technical Assent, LLC is a Service-Disabled Veteran Owned Small Business (SDVOSB). Click here to learn more about Technical Assent’s Service Delivery capabilities.

About CMMI® Institute

CMMI Institute (CMMIInstitute.com) is the global leader in the advancement of best practices in people, process, and technology. The Institute provides the tools and support for organizations to benchmark their capabilities and build maturity by comparing their operations to best practices and identifying performance gaps. For over 25 years, thousands of high-performing organizations in a variety of industries, including aerospace, finance, health services, software, defense, transportation, and telecommunications, have earned a CMMI maturity level rating and proved they are capable business partners and suppliers.

 

hot air balloon provides an escape similar to innovation series

Technical Assent’s Inspiring Service Summer Series

At Technical Assent, we believe that a key component of providing exceptional service is rooted in providing an exceptional customer experience. In May 2016, we launched a four-month design thinking effort called Inspiring Service Summer Series, or ISSS for short. ISSS was professional development, but it was also our tool for looking in the mirror and working on our own service delivery as a company. Or, in other words, working “in a problem, on a problem.”

We included all staff members in this effort, with non-client-facing staff and consultants learning and contributing equally. Additionally, ISSS had a secondary purpose as a forum for testing virtual collaboration and facilitation methods our company developed.

Why we did this

One goal was to ensure that all Technical Assent employees are well-equipped to deliver “Services that INSPIRE” to our clients, including access to the necessary knowledge, skills, tools, and other resources. We also wanted to continue to build employee comfort with design-thinking tools—especially in a virtual environment—and learn more about ourselves. Ultimately, we wanted to create something of value for our customers by improving ourselves.

The graphic below summarizes our #ISSS virtual design journey.

What emerged from the effort

Our starting point, as always, was our customers, because our solutions will ultimately be measured by their impact to them. Based on customer input, we spent considerable time reflecting and defining what they need from us, what they really want, and how they want it delivered. That definition of inspiring service became the foundation of everything that came afterward. We identified focus areas based on client needs and our corporate goals, brainstormed over 70 ideas to make ourselves better, and assembled prototype teams to bring select ideas to life.

So now, after nearly four months of work, we emerged with three completely different innovations we’re now in the process of implementing.

We are sharing our design journey because it is something that can be repeated. As with any of these types of efforts, it was less about the specific technique or method and more about the richness of the dialogue that evolved.

Overall, the exercise was a great success and as a result, we’re confident our entire staff is better positioned to provide the kind of inspiring service our clients most need. We learned a lot along the way, and we look forward to sharing some of those insights in the future.