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Lumen successfully led the architecture, design, and implementation of Supervisory Control and Data Acquisition (SCADA) applications for a large transit authority in the East Coast region. We led the effort to upgrade the Advanced Information Management System (AIM) to industry standard and led the effort to provide training to the organization’s IT staff on Rail Operations Control Center. Our team’s extensive background in IT Infrastructure and Operations technologies was crucial in supporting the effort to its success.

Benefits to client:

1. Enhanced monitoring, control, and management of railroad.
2. Provided client with ability to improve efficiency, safety, and productivity. 
3. Provided real-time data and control capabilities.

1. Data Architecture – Design of the staging, ODS, and Data Warehouse containers to support integrated finance and risk reporting.
2. Data Management – Design and implementation support for the new data management operational procedures.
3. Data Governance – Definition of the data management principles, roles, responsibilities, organization, stewardship, and operating model, aligned with the BCBS 239 principles, to sustain the CCAR processes and implementation over time.
4. Implementation – Implementation of the ETL and Data Quality required to source the necessary data and transform the data to conform to the required monthly, quarterly and annual submissions, including the implementation of 5,000+ Fed edit checks, data definition (metadata), critical data elements, and accountabilities.

Benefits to client:

• Lower capital requirements
• Reduce operational risk
• Reduce losses
• Reduce operational costs
• Reduce burden of stress testing
• Reduce regulatory scrutiny

Lumen leveraged industry best practice business process, architecture, analysis and implementation methods to improve customer satisfaction and reengineer Help Desk Operations business process and technical solution for one of our leading healthcare client. Our team’s business process analysis approach identified data needs critical to addressing customer inquiries. We provided expertise in architectural analysis and reengineering roadmap aligned the solution with the client’s business strategy and objectives.

Benefits to client:

1. Refactored Help Desk Operations process resulted in significant improvements in customer satisfaction: 
   • High customer satisfaction (95%)
   • Improvements achieved within one year (quicker than anticipated)
   • Delivered solution aligned with enterprise technology standards
2. Improved healthcare insurer market share through outstanding customer service and enhanced back office operations.
3. Improved workflow automation and information retrieval in combination with role redefinition reduced service time and customer satisfaction
   • Process simplification
   • Reduced to two handoffs
   • Enhanced workflow automation to access required data sources
   • Access to essential information
4. Our architectural analysis and reengineering roadmap aligned the solution with the client’s business strategy and objectives.
5. Lumen’s agile approach enabled customer involvement in the analysis and design process resulting in operational excellence:
   • Simplified workflow through business process reengineering
   • Improved access to essential information.