Services

BA-ZAI specializes in providing Records and Information Management (RIM) services for Government clients. We offer our clients the expertise needed to provide a full-range of support across the broad spectrum of records, libraries, information, and program management. We build IT solutions for all of these environments and have the information management and IT expertise to customize solutions to fit each customer’s unique needs.

Records Management Consulting

BA-ZAI’s experience and certified records managers assist our customers in developing and implementing full lifecycle records management solutions. We provide professional consultants to help agencies develop records management strategic plans and implement compliant records management programs. Our experience includes:

  • Records management strategic planning
  • Records management solutions development and implementation
  • Records and file inventories
  • Records schedule updates
  • File clean-up and records retirement
  • Records management training

 

Records Processing

We operate all sizes of records processing centers, onsite and offsite, using our systems or the client’s, and providing a total solution that complies with stringent Acceptable Quality Levels and Service Level Agreements. We process both physical and electronic materials. Our experience encompasses a wide range of regulatory and business documents performing the following activities:

  • Lifecycle document processing from initial receipt through final disposition
  • Mail receipt and processing
  • Production scanning for all records types and objects
  • Analysis, data entry, coding, and adjudication
  • File room operations
  • File tracking
  • Courier service and shipping
  • FOIA research, redaction, and response
  • Disposition
  • Records management control and compliance

 

Libraries

We operate digital and physical libraries; provide functional library specialists to augment Government staff; and design, implement, and operate library solutions.

  • Library strategic planning
  • Library operations—acquisitions, cataloging, research and reference services, circulation, stacks maintenance, weeding, patron services, and outreach
  • Library systems maintenance and operations
  • Digital library development and implementation
  • Integrated library system (ILS) implementation
  • Search engines and search solutions

 

Call Centers

We operate call centers, customer service centers, and help desks, providing support at Tiers 1, 2, and 3. We answer program-specific questions, perform research to resolve Government and external customer inquiries, process orders for agency publications, perform outreach to keep stakeholders informed about important developments, and resolve IT problems. Our call centers respond to customer inquiries received by phone, email, fax, mail, and in-person. Examples of our experience include:

  • Call management and call handling
  • In-bound and out-bound call/email services
  • Online chat support
  • General and program-specific customer service
  • User registration, password resets, log-in, and navigational assistance
  • IT troubleshooting and technical support
  • Subject matter research and response
  • Customer relationship management
  • Ticket tracking through resolution

 

Program Management

We manage Government programs adhering to the Project Management Institute’s (PMI) Project Management Body of Knowledge (PMBoK), and, where appropriate, the Department of Defense Planning, Programming, Budgeting, and Execution System (PPBES). Following an integrated and standardized set of processes, tools, and techniques enhances project performance and helps to ensure project success. We follow these standard processes when managing our own internal projects and managing Government programs. Our experience includes:

  • Scope and schedule development and tracking
  • Resource allocation, budgeting, and financial reporting
  • Financial analyses
  • Technical assessments
  • Risk management
  • Change management
  • Action item tracking
  • Earned Value Management (EVM) reporting
  • Quality assurance and quality control audits
  • Formal reports, presentations, and executive briefings

 

Information Technology Solutions

BA-ZAI is a vendor-neutral IT solutions provider. We design, develop, and implement records management, business processing, and library solutions. We have implemented program-wide and enterprise-wide solutions, as well as specialized applications, such as inventory management systems that are integrated into the existing IT environment. We build and operate solutions for offsite hosting, cloud-hosting, and hosting at Government data centers. Partner ZAI is CMMI Level 3 assessed, and BA-ZAI follows CMMI Level 3 practices for all systems development engagements. We also provide IT infrastructure management that includes operating data centers. We adhere to ISO 20000 and ITIL v3 and have a number of ITIL v3 certified staff. Our systems expertise includes:

  • Enterprise RIM solutions
  • SharePoint solutions
  • Workflow and business process management
  • Inventory management and order fulfillment
  • Point-to-point file tracking/inventory management solutions
  • Records management databases for retention/disposition tracking
  • Scanning solutions for all types of objects
  • Digital libraries and digital repositories
  • Integrated library systems (ILS)
  • Taxonomy databases
  • Call center/help desk/customer relationship management solutions
  • Enterprise Resource Planning (ERP) solutions
  • Geographic information systems (GIS)
  • Program management portals
  • Websites and mobile applications