What We Do

The Business Relationship Management (BRM) Team builds and strengthens collaborative and trusting relationships with Department of Information Technology customers by advocating on their behalf and ensuring that DIT services meet their business requirements. We also support our DIT service teams by helping to communicate the business value provided through the DIT services as well as supplying vital Voice of the Customer feedback to help align services and strategies. A strong BRM capability can bring together the right cross-functional team to provide needed customer service. Enabling this internal coordination fuels a culture of creativity and innovation across the enterprise.  

• Supporting Service Delivery. Your BRM will actively monitor and report on service delivery performance and will bring awareness to product or support needs as well as enhancement requests from the customer base. The BRM will also support communication of new and enhanced services being made available to our customers. 
• Supporting IT Projects. BRMs stay informed of upcoming and in-flight IT projects and support Project Management and business stakeholders as needed. Learn more about our Project Management Service and Enterprise Project Management Office. 
• Supporting Strategic Planning. Engagement with the BRM in all aspects of DIT operations enable them to provide valued insights about a particular customer or when trends can be see across many customers. These insights are surfaced to our Strategic Planning and Executive Leadership teams. Learn more about Strategic Planning and the DIT Executive Team. 

The BRM Team also administers the DIT Customer Satisfaction (CSAT) Program which plays an integral role in helping improve customer service. The program leverages an annual customer satisfaction assessment across key areas of DIT operations as well as direct collaboration and consultation with DIT executive leadership.