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Nov
23
2019

Have you seen our Blog Series on the Personnel Security Process?

By LaShawn Douglas

Here’s a quick overview of what we’ve covered.

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Nov
08
2019

Applying Journey Mapping to the Personnel Security Vetting Process

By LaShawn Douglas

In our last blog, we examined the government’s definition of customer service, and identified ways for the Government to transform both the process and experience of personnel vetting. We suggested starting with a better understanding of stakeholder goals, expectations, and touchpoints with service providers. You can accomplish this by conducting interviews as well as observing stakeholders as they work (or, “fly-on-the-wall” observations”). As a next step, we recommend documenting all findings in a customer journey map.

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Sep
24
2019

Challenges and Improvements in the Personnel Security Requests Process

By LaShawn Douglas

In our previous blogs, we’ve discussed the concept of processing personnel security requests and the stakeholders involved. As government seeks to improve processing times for personnel vetting, we also have an opportunity to improve the customer experience. The June 2019 OMB Circular No. A-11, defines Customer Experience (CX) as:

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Jul
19
2019

What Does the Personnel Security Process Entail?

By LaShawn Douglas

The concept of processing personnel security clearance requests is pretty straightforward. A prospective employee will require access to sensitive information, so the Government initiates an investigation to determine whether to grant access. The process happens in three steps:

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