Category: Case Studies

Challenge/Scope

Our Intelligence Community customer needed Web User Experience (UX) Design services to support their web presence as part of the Experience Directorate’s mission to fundamentally change the user’s experience and connect customers to GEOINT content and online capabilities in a dynamic and easy to use online environment.

Approach/Solution

Highlight designed, built, tested, and implemented usable, searchable, and semantically significant web sites/applications for the agency while operating as a center of excellence and managing engagements with each ‘customer’ as part of an account. We operated in a trio of workstreams including Federal civilian employees, active-duty military, and contractors to provide UX research/computer-human interaction analysis, UX wireframing and design, and UX implementation. We used UX heuristics research to understand the current workflows and enhance the user experience. We revamped all web interfaces from legacy hard-coded HTML to HTML5, Bootstrap, and Angular JS. By rewriting the code to modern programming languages, we ensured that agency web apps are hardware agnostic and able to operate on multiple devices, such as tablets and mobile devices.

We used Agile development practices, iterating releases from an MVP to a fully realized product with release of “beta” software as an essential part of this process. We planned, coordinated, scheduled, and deployed new releases of website user interface code to transition to the production environment following testing. We developed scripts for automated deployment as well as scripting code for use within the AWS cloud. We develop APIs for common tools and data loading into AWS’ NoSQL (DynamoDB) database.

Highlight used system performance, interaction, and customer feedback data to ensure our fielded applications we operating effectively. We used input from customers and end users on the usability and suitability of existing sites and web tools to develop new requirements as well as validate suitability during user acceptance testing. We planned, coordinated, scheduled, and deployed new releases of website user interface code to transition to the operational environment, working with our customer to implement a CI/CD deployment scheme to deploy from local development environments into the .mil PaaS cloud using GitLab.mil and Jenkins.

Capabilities

• UX account management 
• UX research/computer-human interaction analysis 
• UI wireframing and design 
• UX implementation 
• Tier III Service Desk/Help Desk Support
• CI/CD Deployment

Results/Outcomes

Highlight provided web applications with improved user satisfaction with well-designed, user-friendly interfaces that are easy to navigate and provide a seamless user experience. We enhanced accessibility and increased user engagement encouraging users to spend more time exploring GEOINT content. We delivered visually appealing, modern, and professional website design that aligns with agency brand guidelines and enhances the organization’s overall brand perception.

 

Challenge/Scope

Our U.S. Air Force Software Factory customer provides key software factory function used for the development and delivery of solutions for some of the USAF’s most challenging problems – using experimental, cloud-based technologies and commercial best practices. The software factory was expanding and needed a new secure development facility and asset management of the toolchain licenses and configuration.

Approach/Solution

Highlight delivered a turnkey software environment providing all physical space, infrastructure, personnel, equipment, supplies, business and software tools, for personnel providing Agile development, Extreme Programming, DevSecOps, and Continuous Integration/ Continuous Delivery (CI/CD) of software. Highlight worked with the USAF to lease a modern co-working space, built the network, procured computers and software (over $1M of software), and worked with USAF security to accredit the Experimentation Lab facility. This provided a paired programming environment solution with a maximum 350 workstations at full operational capacity. We delivered “DevSecOps environment as a service” where we are fully responsible for the outsourced development environment. Our engineers implemented, patched, monitored performance, and maintained the cloud-based toolchain used by development teams, that includes the latest DevSecOps and CI/CD tools.

Highlight worked with USAF to develop and implement a strategy for acquiring and preparing for new solutions for the software development environment and the toolchain  – performing the necessary actions to support the factory’s existing and evolving software integration needs in all environments (development, testing/staging, evaluation, resolution, and production) to support development, security, platform enablement, and business operations.  We streamlined the software procurement process and provided license management, annual renewal reporting, and software licenses renewals.

Capabilities

• Software Factory
• Asset Management
• DevSecOps
• ToolChain as a Service
• Facilities Establishment and Management

Results/Outcomes

This facility was one of the first, true modernization laboratories for DoD software development practices to ultimately deliver highly effective defect-free software from non-cleared USAF personnel to be integrated into a cleared TS/SCI system. Highlight provided not only the lab space, infrastructure, cloud hosting, and equipment, but also managed the CI/CD DevSecOps toolchain and provided agile coaching support to the lab program.

Challenge/Scope

Our Health and Human Services (HHS) client required efficiently managed and administered grants throughout the lifecycle process, necessitating streamlined support in various areas, including financial management, risk management, cost analysis, and project planning. Moreover, our customer needed to ensure that grantees receive adequate funds and support while maintaining compliance with legal guidelines and minimizing liability. Enhancing automated systems and engaging key stakeholders were also crucial for the success of the grant programs.

Approach/Solution

Highlight provides experienced grants and Subject Matter Experts (SMEs) for comprehensive support to HHS Stakeholders. We provide administrative and technical assistance throughout the grant lifecycle, from pre-award planning to post-award administration and project closeout. We assist our customer in completing the closeout process, generating Notices of Award (NOA), tracking funds, and providing guidance to ensure grantee compliance.

Highlight conducts audit and project management activities to ensure the timely resolution of audit findings, minimizing the risk of penalties against grantees while upholding the stewardship of agency funds. We also guide the development and enhancement of automated systems, virtual learning network, the Early Childhood Learning and Knowledge Center website, based on grantee feedback.

We prioritize stakeholder engagement and worked with tribal elders and counsel, holding consultations to discuss priorities and concerns regarding grant and acquisition programs. This approach ensured that community voices were heard and integrated into the decision-making process.

Highlight creates and delivers training and technical assistance programs focused on federal regulations, performance standards, and administrative procedures, equipping grantees with the necessary knowledge and tools. We also collaborate with industry partners, such as the National Indian Head Start Association (NIHSA), to identify community needs and maximize the impact of federal funds.

To support grantees, Highlight develops publications and tools, including the Quarterly newsletter and internal/external trackers. These resources aim to improve key mission success metrics, increase awareness, and facilitate best practice sharing among grantees

Capabilities

• Full Lifecycle Grants Management
• Pre-Award Planning and Administration
• Post-Award Administration and Closeout
• Administrative Assistance
• Technical Assistance 
• Funding Management and Guidance 
• Project Management
• Audit Management 
• Strategic Communication and Outreach

Results/Outcomes

The agency realized improvements in grant management and administration for multiple regions. Grantee compliance increased, minimizing organization liability and ensuring proper use of funds. Audit findings were resolved in a timely manner, reducing the risk of penalties against grantees. Automated systems were enhanced based on grantee feedback and needs, while stakeholder engagement ensured the alignment of grant programs with community and early childhood needs.

The delivery of training and technical assistance programs, combined with collaboration with industry partners, led to the maximized impact of federal funds. Grantees benefited from improved awareness, compliance, and best practice sharing through the publications and tools provided by Highlight.

Challenge/Scope

The National Institutes of Health’s Center for Scientific Review (CSR) faces a daunting task: reviewing 90,000 grants annually to support NIH’s 27 Extramural Institutes and Centers. The grant lifecycle is not a steady stream but rather a series of surges in workload. To effectively advance the mission of administering medical research grants, CSR requires comprehensive support that can adapt to these fluctuations and maintain a high standard of efficiency and quality.

Approach/Solution

Highlight provides a wide range of services to CSR, ensuring the fair, independent, expert, and timely review of grant applications. One of the key innovations Highlight introduced was the Virtual Assisted Meeting (VAM) teleconference infrastructure. By managing this technology, Highlight enabled reviewers from all over the world to participate in meetings without the need for travel. This not only expanded the pool of qualified and willing review participants but also resulted in significant cost savings for CSR. In addition to the VAM infrastructure, Highlight took on the responsibility of managing all aspects of CSR meeting rooms, from allocation and setup to the maintenance of all technologies used. This meticulous attention to detail ensured that meetings ran smoothly and professionally.

Highlight also recognized the need to streamline the application screening process. By leveraging SQL Developer, Highlight’s team was able to run queries that screened through hundreds of records each round, quickly identifying and withdrawing non-compliant applications. This process, which required both technical skills and a deep understanding of grant submission policies, saved CSR days to weeks of time.

Perhaps one of the most impactful initiatives Highlight collaborated on with NIH was the development and implementation of the Early Career Reviewer (ECR) program. This program aimed to train and educate qualified scientists to become critically competent and fair reviewers, provide them with peer review experience, and enrich the existing pool of NIH reviewers. Highlight’s support was instrumental in the success of this program.

Capabilities

• Full Lifecycle Grants Management Services
• Video Assisted Meeting Support
• Training 
• Program Management

Results/Outcomes

Under Highlight’s management, the number of VAM users increased from 307 in 2017 to over 5,000, with increased user satisfaction ratings. The application screening process saves CSR time, and the support for nearly 300 video-assisted meetings per year saves CSR approximately $19M annually in travel and logistics costs. The ECR program has been successful, with NIH incorporating it into their infrastructure. More than 8,500 people have served as part of the ECR program, bringing new perspectives to the peer review process. These improvements to the efficiency and quality of NIH’s peer review process have contributed to advances in understanding viruses, vaccine development, and human genetic variation. Highlight’s support has been a factor in enabling these scientific developments.

Challenge/Scope

The National Institutes of Health’s Office of Extramural Research (NIH OER) wanted to improve its digital presence to better engage with its target audiences and enhance the user experience across its websites. The organization sought a partner to help rebrand its websites, streamline content development processes, and expand its reach through strategic communications and outreach efforts.

Approach/Solution

Highlight collaborated with NIH OER to address their challenges. Our team employed a user-centered design approach, conducting user research, content audits, and usability testing to ensure the redesigned websites effectively communicated NIH OER’s mission and improved user experience. The team focused on rebranding websites and webpages for various NIH OER organizations, including Small Business Education and Entrepreneurial Development (SEED), Data Management Policy Sharing, LRP, and the Employee Engagement intranet site.

To streamline content creation, Highlight established a communication and outreach project management (COMM PM) structure, an editorial calendar, and a quality control process. These measures reduced the time required to create, edit, and produce content by half. The team worked to establish a strong brand presence for the SEED program across various social media platforms, creating a branded website, email campaigns, and a newsletter. The SEED Social Media Team created over 500 posts on X (formerly Twitter) and LinkedIn in 2023, resulting in more than 200,000 impressions.

Highlight implemented GovDelivery, a targeted email outreach system, to publish a bi-weekly newsletter and send ad hoc email alerts for the SEED) initiative. The listserv grew from 14,000 subscribers in 2020 to over 30,000 by 2023. The SEED listserv experienced a 69% growth, increasing from 14,000 subscribers in 2022 to 23,644 by the end of 2023.

In response to the COVID-19 pandemic, Highlight helped launch NIH OER’s first virtual conference series, providing a platform for officer presentations, networking opportunities, and Q&A sessions with NIH experts. The virtual conferences attracted over 30,000 visitors and generated 50,000 YouTube replays. The virtual conference series, which began in 2020, attracted 10,000 attendees and continues to grow.

Capabilities

• Outreach and Communication
• Social Media Management
• Content Development and Management
• UI/UX
• Web Development
• Conference Support

Results/Outcomes

By implementing a human-centered design approach, streamlining content development processes, and executing targeted digital outreach strategies, Highlight successfully enhanced NIH OER’s online presence, increased audience engagement, and improved the overall user experience across its digital platforms.

Challenge/Scope

The United States Agency for International Development (USAID), Bureau for Policy, Learning, and Resource Managment (PLR) faced a significant challenge in ensuring that their international health IT and governance processes were informed by evidence and analysis. To achieve more effective development interventions and maximize the impact of aid, PLR required facilitative and development support to ensure the success of the Program Cycle, USAID’s major process for driving these goals.

Approach/Solution

Highlight assists PLR’s Program Cycle and program activities across four key areas: Policy, Program Support, Communications, and Technical Assistance. In the Policy area, Highlight staffed a dedicated Policy Analysis Team to meet the Agency’s need for a think tank-like research ability. We provide SMEs to increase diversity of thought within the Agency, ensuring that they were cutting-edge, while also elevating the Agency’s thought leadership among external global development policy experts.

Highlight’s Program Analysts provided high-level technical support to facilitate the effective achievement of all PLR priorities, including policy leadership, donor coordination, Program Cycle implementation, and USAID Forward reforms. This comprehensive support ensured that PLR could navigate complex challenges and deliver results effectively.

Recognizing the importance of strategic communication, Highlight researched and implemented the PLR Communication Strategy to publicize PLR’s work to targeted audiences. The team created content and messaging for public relations and press management, briefings for Capitol Hill, informational materials such as factsheets and newsletters, and managed PLR’s social media accounts.

To support the Missions, Highlight implemented technical support for USAID operational policy and practices related to strategic planning, project and activity design and implementation, and program monitoring, evaluation, and learning. During periods of heavy workload, Highlight delivered short-term surges in specialist expertise to develop technical assistance and program support, which included communication, program management, training, staff development, and facilitation support.

As a result of Highlight’s comprehensive support, PLR achieved several significant milestones. In collaboration with stakeholders at M/CIO, the team assisted in launching an online, public Development Cooperation Landscape Tool. This tool empowered USAID staff and partners to view and analyze the budgets and programs of other development cooperation actors working in a country, enabling USAID to better understand partners’ priorities, effectively leverage resources, identify areas of alignment, and reduce duplication of efforts across various regions.

To better communicate USAID’s progress in eradicating extreme poverty, Highlight’s team researched, analyzed, and developed a log of stories and photos highlighting key issues and accomplishments. They presented this story through various engaging formats, including written articles, social media posts, fact sheets, and presentations, making it easy for Bureau staff to showcase successes in programming. Over the course of a year, Highlight’s management of PLR’s Twitter account, @USAIDPolicy, generated over 500 tweets and 600,000 impressions, attracting more than 1,300 followers. This successful social media strategy significantly increased PLR’s visibility and engagement with key audiences.

Capabilities

• Policy Analysis Support
• Planning Support
• Administrative Support
• Strategic Communication
• Technical Assistance
• Web Services
• UI/UX

Results/Outcomes

Highlight’s support enabled PLR to achieve organizational and behavioral change, creating an enabling environment for Program Cycle reforms to take hold. Through enterprise process improvements, the team developed and implemented a Program Cycle Engagement Strategy that connected with internal and external stakeholders and promoted organizational buy-in to institutionalize the Program Cycle. We equipped USAID Offices and partners with tools, technologies, and processes empowering informed decisions, and ultimately increasing the impact of every aid dollar spent.

Challenge/Scope

Our Federal Civilian customer faced the challenge of consolidating multiple data analytics environments across its enterprise into a unified shared service. The agency required a comprehensive solution that would streamline data management, enhance reporting capabilities, and provide users with self-service analytics tools. Additionally, the customer needed to ensure the security and compliance of its data environments while supporting the agency’s data governance efforts.

Approach/Solution

To address the agency’s challenges, Highlight, implemented a holistic approach to service management for the agency’s premier data environments. The team focused on three key areas: PDIRM (Data Integration and Repository Management System), D2D (Data to Decisions), and Business Objects-based business intelligence and reporting solutions.

For PDIRM, Highlight provided data integration and repository management, ensuring data quality, integrity, and control. The team operated and maintained the customers Data Warehouse and Business Intelligence Framework, managed source system data, and developed Extract, Transform, and Load (ETL) processes. They also supported the OBIEE/OAS environment, handling upgrades, patches, security requirements, and data modeling. We enhanced data quality, integrity, and control through the implementation of data integration and repository management processes in PDIRM.

In the D2D environment, Highlight supported thData Domain, which included multiple datasets and dashboards. The team managed ETL processes from various sources and supported datasets for corresponding dashboards. They also redeveloped and refactored the D2D portal from Drupal 7 to a more current version, implementing new security requirements and creating integrations with Aurora, Tableau, and MicroStrategy. We improved user experience and self-service analytics capabilities through the redevelopment and enhancement of the D2D portal

For Business Objects, Highlight provided operations and maintenance services, including data standards, system integration, business analytics, data services, and reporting. The team modified and added connections, ETLs, reports, dashboards, and data universes to meet the evolving needs of users. Highlight Increased flexibility and adaptability of business intelligence and reporting solutions in Business Objects, enabling users to access and analyze data more effectively.

Throughout the project, Highlight focused on service management, user support, and system enhancements. The team conducted vulnerability scanning, managed compliance, and supported Security Assessment and Authorization (A&A) to ensure a secure environment.

Capabilities

• Database Management
• Data Operations
• Decision Intelligence
• Data Governance and Strategy
• Business Intelligence

Results/Outcomes

The customer benefited from a streamlined and unified data analytics platform that improved data management, reporting, and self-service capabilities. Successful support for the agency data governance efforts included data discovery, metadata extraction, and maintenance of source system data dictionary artifacts. By consolidating its data analytics environments and partnering with Highlight for comprehensive service management, the customer achieved a more efficient, secure, and user-friendly data analytics platform. This empowered the agency to make data-driven decisions, improve operational efficiency, and better serve its stakeholders.

Challenge/Scope

Our Department of Homeland Security (DHS) client relies on an Analytic Support System as their primary information gathering service for tracking vessels and managing maritime intelligence across multiple security domains. However, the on-premise hosted Analytic Support System faced challenges in obtaining an Authority to Operate (ATO) and required significant solutioning to ensure security needs were met. The Department of Homeland Security (DHS) mandated that a cloud-based system with an ATO be operational by September 1st, 2021, as the legacy system was set to be terminated. A shutdown of the system would have severe impacts on all aspects of our customer’s operations.

Approach/Solution

Highlight worked in Agile teams to securely deploy the first version of the cloud-based Analytic Support System by the critical deadline. The team focused on delivering the majority of existing capabilities and modernization features, prioritizing critical features necessary for daily agency operations. Highlight kept the user community informed about available features, productivity impacts, and the roadmap for achieving full completion of legacy features and new capabilities. The modernized system obtained an ATO, enhancing security and compliance and ensuring uninterrupted operations for the customer.

The modernized Analytic Support System leveraged AWS-managed services such as EC2 instances, RDS, S3, and Kinesis, deployed across multiple Availability Zones for enhanced reliability. Highlight’s team developed new tools and enhancements using the Agile Scrum SDLC, performed comprehensive testing, and provided full lifecycle support from development through deployment.

Highlight’s Operations and Maintenance (O&M) team provided comprehensive support, including access management, Tier 1 user support, outage management, testing, patching, and database administration. The team maintained a 24/7 on-call schedule to respond to and resolve any outages or system degradation. They also worked closely with the development team, led by subcontractor Krozak, to ensure seamless integration and implementation of code changes across the NIPR and SIPR environments.

Capabilities

• Program Management 
• PMO Support
• O&M Personnel Management 
• System Development
• Database Administration 
• Web Services
• UI/UX
• Cloud Services
• Tier 1 Help Desk

Results/Outcomes

The modernized Analytic Support System empowered the customer with enhanced maritime intelligence capabilities, supporting vessel tracking, event logging, and case management across multiple security domains. Highlight’s documentation team played a crucial role in creating user guides, technical manuals, and training materials, facilitating user adoption and system proficiency. Highlight successfully modernized the Analytic Support System, enabling the customer to continue their critical operations with enhanced efficiency, security, and reliability.

Challenge/Scope

Our federal civilian customer was challenged with significant civilian and government reporting requirements. With over 100 databases, some holding multiple terabytes of data, the agency needed enterprise governance, data management, and database development support. Our customer had information in each database containing different data definitions and data fields that often did not map to each other.

Approach/Solution

Highlight developed a streamlined process to create an AWS cloud-based data warehouse and moved key databases to the cloud. In less than a year, we created a data lake leveraging Commercial Off-the-Shelf (COTS) and cloud-based tools like MicroStrategy, Amazon Redshift, Oracle, and PostgreSQL to perform ETL analysis and provide meaningful reporting as a basis for informed decision making.
We migrated and consolidated multiple high-risk legacy to modern database technology, resolving the risk of data loss or impact to operations. We created enterprise-wide data dictionaries and standards for more effective information sharing, enhancing data architecture design and data analysis capabilities. As a result, created a path to reduce system redundancy, improve current system utilization, and develop or acquire solutions to meet enterprise data management needs.

Highlight also implemented a Business Intelligence (BI) reporting function for the Enterprise, which maintains USAC data across four main data areas. We ingested, catalogued, and enabled over 10,000 data elements, 50+ datasets, 200+ reports, and 40+ dashboards using MicroStrategy and other tools. As a result, this data is now available in MicroStrategy in a consumable way for more powerful reports, helping USAC pass its OMB and OIG audits.

With this system in place, our customer can query its most important data quickly in a single system, performing analysis across the enterprise and providing insights unavailable to policy makers and managers just one year prior.

Capabilities

• IT Strategic Planning
• Enterprise Architecture (EA)
• Change Management
• Records Management
• Data Management and Analytics
• Business Intelligence
• Database Management

Results/Outcomes

Highlight helped our customer successfully realize multiple enterprise initiatives and implement the goals of the IT Strategic Plan. We created an enterprise data warehouse with accompanying data lake on modernized infrastructure using the AWS cloud. Now, the agency can perform data modeling, data mining, and predictive analysis with consolidation of tools saving the agency over $200K annually.

Challenge/Scope

Our Department of Homeland Security (DHS) customer is transforming its citizen applicaton services culture to improve the user experience for its stakeholders. The agency needed to bridge the gap and moving from a paper-based environment to digital, while keeping pace with the continuous evolution of technology.

Approach/Solution

To address this challenge, our customer engaged Highlight and others to build a series of Development Security Operations (DevSecOps) and modernization teams. Highlight, a key prime on the program, develops, manages, and executes across multiple Scaled Agile Framework (SAFe) DevSecOps teams to deliver domain-driven design, user-centered design, security, and Agile development support for the modernization of multiple systems and migration to the cloud.

Our SAFe Agile teams leveraged SecDevOps pipeline as code, continuous automation, and microservices using Continuous Integration/Continuous Deployment (CI/CD) tools and containerization technologies to improve the agency’s speed and agility. Highlight built a DevSecOps CI/CD pipeline that enabled the agency to design, develop, and deploy secure critical services more quickly, impacting both citizens and internal government users.

Highlight created a detailed plan for migrating microservices from Red Hat OpenShift to Amazon Elastic Kubernetes Service (Amazon EKS), ensuring a managed control plane with lower cost, higher reliability, availability, and built-in security and compliance against various standards. The team also migrated and rewrote on-premises Windows services to containerized, Java-based microservices in AWS, leveraging a shared CI/CD pipeline for continuous deployment and code quality scanning.

To enhance security, Highlight automated security patching using Ansible Tower, enabling our customer to quickly and automatically push updates, manage configuration, and deploy patches to both cloud and on-premise servers.

Furthermore, Highlight utilized Machine Learning to predict the completion time of forms processed, integrating a Survival Cox model into a Python Flask API hosted on a Gunicorn web server. The team used ML Flow to track model performance metrics, facilitating smoother experimentation and continuous improvement of the predictive analysis.

Capabilities

• DevSecOps
• Cloud Migration
• Integrated Security and Automation 
• Microservice Development, Migration, and Maintenance
• UI/UX
• NIST Compliance

Results/Outcomes

By leveraging the global infrastructure of AWS, our customers can now deploy applications and rapidly scale up to meet their workload requirements across the United States. The EKS control plane dynamically scales up to meet workload requirements as the cluster grows, offering flexibility in choosing managed node groups for cost-optimized compute using AWS, the customer’s VPC, and Rancher for serverless deployment.

Highlight’s design for transitioning from OpenShift to Amazon EKS has enabled our customer to manage the scheduling, discovery, and coordination of different services more effectively. This solution has resulted in an impressive $5 million in annual cost savings compared to the legacy solution.