Intelliworx reached 39 ‘authorizations to operate’ this year, secured a 100% customer renewal rate, and launched new software solutions, among other accomplishments over the last 12 months
by Intelliworx
This year has been one of the most successful years for Intelliworx in our 20-year history. We’re very proud of our team and what we’ve accomplished.
While we spend the bulk of our time on this blog dedicated to exploring informative topics (i.e. government modernization, digital transformation, CX and etc.) that we think are helpful to our customers – we hope you’ll excuse us if we indulge in a short victory lap. Below are some of the actions and outcomes that made this year a milestone in our company’s history.
1. Earned 100% customer renewal
Winning customer renewals is different in the government space. Solution providers in the private sector merely have to convince a customer to renew annually. Customers may or may not put a renewal contract out to bid, which usually only happens if a private sector customer is dissatisfied with a product.
By contrast in the government space, contracts tend to last several years, however, renewal initiates an automatic bid process. In other words, incumbents must re-compete for the same business every few years even if the customer is satisfied.
We earned 100% of our renewals this year – which we think speaks to the quality of our products and services.
2. We won new government contracts
The Department of Veteran Affairs has been a long-time customer of our Application Management, which supports the Healthcare Professional Scholarship Program (HPSP). This year the VA also awarded a financial disclosure software solution contract to our company, which is one example of a milestone we met this year.
The software, which is better known as FDonline, provides a simple and effective means for federal agencies to meet government ethics and compliance requirements for financial disclosure. In doing so, the VA joins 38 other federal agencies that rely on our platform to manage annual filings for 90,000 civil servants and political appointees across the federal government.
3. Earned 39 Authorizations to Operate (ATOs)
An authorization to operate, or ATO, is a certification process to ensure the software the government is using is secure. An ATO must be in place before building, buying or using software in a government environment. This is an amazing accomplishment for a small business like Intelliworx and puts us on par with some of the largest software companies in the world.
(Note: The current FedRAMP Marketplace shows us at 34, which is up from 29 a short while ago, and we are working to get this updated to reflect the 39 we have in place right now).
4. Launched a new telework management solution
We believe the debate over whether or not government employees are able to telework can be solved by measuring productivity. Telework is a valuable benefit that enables the government to compete for talent they cannot compensate employees as competitively – relative to the private sector.
Telework is also necessary for continuity of operations in an emergency – and was codified in law in 2010. What’s more, the government has been experimenting with telework for nearly 100 years – and those experiments demonstrated productivity gains.
Accordingly, we launched a new telework management software solution designed for the needs of federal agencies and that focuses on productivity.
5. Unveiled a new product for healthcare recruiting and retention
Our work with the VA showed us the enormous challenges rural healthcare facilities and hospitals in the private sector have in recruiting and retaining healthcare providers. There are some systemic issues at play. As a result, many hospitals are shuttering services or even entire facilities because they cannot attract and retain the staff they need.
Our analysis and experience suggest that technology can help. So, earlier this year we launched a new Healthcare Workforce Management solution that shortens the time it takes to fill open positions and improves the overall experience for employers and candidates.
As our CEO Rob Hankey wrote for Chief Healthcare Executive, bringing a little order to an otherwise chaotic process will help solve some of the most pressing challenges.
6. Renewed our FedRAMP certification
We hesitate to add this point about our FedRAMP authorization to this roundup because all providers that sell cloud or SaaS products to the federal government must complete this process. However, that doesn’t make it any easier. The process is rigorous and expensive. We spent close to $1 million just this year to ensure our product meets the security standards the government needs.
7. Demonstrated the scale of our platform
Our platform is built for scale, and we managed some record data volumes this year. For example, our financial disclosure product supported 99,214 financial disclosure filings by civil servants and political appointees. The forms typically included are all of the OGE-278 and OGE-450 series disclosure forms (Office of Government Ethics).
This process of disclosure helps to, as our internal government ethics expert noted in a piece for the Federal News Network, insulate “against the human proclivity to do things in their self-interest with taxpayer money.”
Similarly, our application management product facilitated 2,019 Healthcare Professional Scholarship Program (HPSP) applications this year. This brings the total to 15,713 scholarship applications submitted through our system since 2020 – and that’s just one customer’s instance.
8. Uptime and reliability
Our federal customers enjoyed disruption-free service – with 99.99% application availability throughout 2024.
9. Customer support and responsiveness
Some of our service level agreements (SLAs) require our customer support team to respond to help desk tickets within eight (8) business hours. We’ve maintained 100% compliance on this metric throughout the year – and have had 100% compliance every year since 2020.
10. Hired new team members – and we’re looking for more
To help manage the growth we’ve experienced this year, we’ve added several new team members. For example, we’ve grown our product management and quality assurance teams. We also added more development resources and are always looking to bring on more experienced full-stack Java developers too.
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We take great pride in providing cost-effective products that help improve the government’s efficacy while also being good stewards of taxpayer money. We are grateful to our customers, our team and the tens of thousands of civil servants that engage with our software products every year. Thank you for your patronage and we wish you a safe and happy holiday season.
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Image credit: WikiCommons
