About DEMA
The Department of Emergency and Military Affairs (DEMA) consists of the Arizona National Guard (Air, Army, Joint Task Force), the Division of Emergency Management and the Division of Administrative Services. DEMA provides vital military and emergency management capabilities to the citizens of Arizona and the Nation.
Prior to implementing Salesforce, DEMA was struggling to maintain a consistent user experience with its existing system. Recognizing the need to centralize their mission critical information and move to a web-based platform that would provide more stability, DEMA partnered with MST Solutions (A Mastek Company) to launch a new Search and Rescue Incident Tracking System. The new system is easy to use an allows search and rescue cooperators to quickly find and capture important mission information and manage relationships with its partners more effectively.
The Challenge
Before making the switch to Salesforce, DEMA was unable to make upgrades to its legacy system and was receiving feedback that it was complex and frustrating to use. Without cloud-based features to document mission activities or process reimbursement requests, users were filling out a physical form to enter data and submit missions for reimbursement to their financial team. Understanding these challenges, DEMA knew they needed to invest in new technologies to simplify mission-critical processes while staying connected to their most valuable resources.
The Challenges
Need to add new features and drive smooth third-party integrations to gain an edge in the online shopping space.
- Efficient maintenance of fighter-jets at distributed locations.
- Manage spare parts inventory within budget, space, and time constraints.
- Forecast parts failures.
- Efficient maintenance of fighter-jets at distributed locations.
- Manage spare parts inventory within budget, space, and time constraints.
- Forecast parts failures.
Solution
DEMA chose to partner with MST Solutions due to its experience implementing Salesforce and reputation for successfully working with other public sector organizations. MST Solutions conducted discovery sessions to develop a deep understanding of the business needs and technical requirements of the new system. The resulting solution uses the Salesforce Lightning Platform, Service Cloud and Community Cloud to manage end-to-end operations associated with search and rescue missions. Users can now log information related to search and rescue missions directly through the Salesforce Community portal and request approval from the state coordinator for the resources used. The system also provides staff the ability to monitor system usage, generate mission reports and sends notifications to staff when new missions are opened or when recovery requests are made.
- Expertise in developing mathematical models for probabilistic events.
- Ability to develop and deliver complete solution to business users.
- Timely delivery.
Solution
DEMA chose to partner with MST Solutions due to its experience implementing Salesforce and reputation for successfully working with other public sector organizations. MST Solutions conducted discovery sessions to develop a deep understanding of the business needs and technical requirements of the new system. The resulting solution uses the Salesforce Lightning Platform, Service Cloud and Community Cloud to manage end-to-end operations associated with search and rescue missions. Users can now log information related to search and rescue missions directly through the Salesforce Community portal and request approval from the state coordinator for the resources used. The system also provides staff the ability to monitor system usage, generate mission reports and sends notifications to staff when new missions are opened or when recovery requests are made.
- Expertise in developing mathematical models for probabilistic events.
- Ability to develop and deliver complete solution to business users.
- Timely delivery.
The one-on-one assistance and short notice availability and willingness to train new users in an unfamiliar environment was great. Janell and Jessica were always cheerful and more than helpful. I look forward to future projects.
– Jesse Robinson
The one-on-one assistance and short notice availability and willingness to train new users in an unfamiliar environment was great. Janell and Jessica were always cheerful and more than helpful. I look forward to future projects.
– Jesse Robinson
Technologies Used
- Salesforce Lightning Platform
- Service Cloud
- Community Cloud
- Government Cloud
- DocuVault
- Rollup Helper
- Salesforce Lightning Platform
- Service Cloud
- Community Cloud
- Government Cloud
- DocuVault
- Rollup Helper
“We were in desperate need of a single source of truth for many years, and it’s finally here,” said Ortiz. “MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.”
Ortiz and her team are now working with MST to create an agent service desk in Salesforce. “My company has no concerns because as soon as I said, ‘Oh yeah, my team from MST is going to build this,’ there was a sigh of relief,” concluded Ortiz. “I want MST around forever. They’ve given me the biggest feather in my cap because this has been a painful problem for many years. I can say with confidence that this has made me and my team a lot more important and influential at Liveops because we provided a solution that works, something that improves people’s experiences.”
Results
By using a modern cloud-based platform for its Search and Rescue Incident Tracking System, DEMA was able to increase the efficiency of its staff, improve system security and get better insights from their data. The new system is easy to use and available on any internet browser. Users can quickly and easily find agency information, create and process reimbursement requests and collaborate with their local agency counterparts performing the search operations. In addition to providing a high security environment for DEMA’s data, Salesforce allows the management team to restrict access to the system for certain internal groups, ensuring the privacy and accuracy of information. Another benefit to using a web driven application is that it provides better and more timely access to important mission information that can be used for training and reporting purposes. Administrators can quickly create summary reports for each mission and create custom reports that can be shared via email.
- Increased efficiency
- Improved system security
- Better insights from data
- Increased efficiency
- Improved system security
- Better insights from data
“We can now deliver value as fast as the business needs it. As a result of the continuous improvement steps, we have really leaned into transitioning existing processes into Salesforce,” said Spratling. “Salesforce really shines when it comes to adding bells and whistles. Just a few examples include help desk tickets, purchase orders, and billing.”
The project, which was completed in several phases, helped ASLD optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission. The agency is better connected to their customers, which allows employees to more easily service and respond to customers’ needs. Since the launch of the system, paper applications have been reduced by 95% and end-user adoption rates have increased to 98%.
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