MCSG supports the U.S. Department of Health and Human Services’ Centers for Disease Control and Prevention (CDC) and Indian Health Services (IHS) by strengthening the public health system leading to a healthier population.
Contracts
Contract: IHS Administrative Support
The Indian Health Service (IHS), an agency within the Department of Health and Human Services, is responsible for providing federal health services to American Indians and Alaska Natives. MCSG supports IHS at their Oklahoma City office. The Oklahoma City Area Indian Health Service serves the states of Oklahoma, Kansas, and portions of Texas. Oklahoma is home to more than 39 Tribes and Tribal Organizations, a unique characteristic of the Oklahoma City Area because many Tribes have opted to operate their own health programs including large scale hospitals as well as smaller preventive care programs and behavioral health programs. The Area consists of 8 Service Units with federally operated hospitals, clinics and smaller health stations.
MCSG provides support on all matters relating to local and wide area networks and data/video telecommunication requirements supporting IHS Oklahoma City Area. MCSG provides computer and network support to include help desk services for over 800 users. We administer and operate the help desk system using the ticket tracking system while providing telephone support for Information Technology (IT) problems. MCSG assists in managing, operating, and monitoring the communication networks and interfaces to the LAN/WAN, including traffic loadings, data characteristics, patterns and quality of service performance.
Contract: Division of Global Migration and Quarantine (DGMQ) Virtual Call Center (VCC) Support Services
Works to reduce morbidity and mortality among immigrants, refugees, travelers, expatriates, and other globally mobile populations, and to prevent the introduction, transmission, and spread of communicable diseases from foreign countries into the United States. As part of this this work, DGMQ oversees 20 quarantine stations across the United States. Quarantine Stations (QS) protect America’s Health at United States ports of entry by detecting, responding to, and helping to prevent the spread of contagious diseases into the US.
MCSG provided trained QS Virtual Call Center (VCC) operations support by fielding, triaging, and managing call volumes for the DGMQ VCC, which runs 24 hours a day, 365 days a year via off-site remote technology. MCSG developed training materials, job aids and other resources to support the call center. Additionally, MCSG supported the QS VCC with overhead tasks associated with QS VCC daily operations including protocol maintenance, contact rosters, call quality/analysis, SOP updates, drills, training, and exercise support, phone call and performance metrics and reporting.