Leidos provides managed services that secure the FTC consumer protection mission
Millions of Americans contact the Federal Trade Commission (FTC) every year to report everything from fraud and identity theft to deceptive advertising or to register their telephone numbers on the National Do Not Call Registry. Leidos services enable FTC's Bureau of Consumer Protection (BCP) Sentinel Network Services (SNS) mission to gather complaints and provide relevant information for consumers while also protecting a suite of highly integrated solutions and services.
The FTC's SNS program relies on a cutting-edge platform that seamlessly intakes, processes, centralizes, and secures over nine million consumer complaints per year through multiple channels, including several self-service applications such as ReportFraud.ftc.gov, IdentityTheft.gov, and DoNotCall.gov. Other channels include a mobile web access capability, email and phone options through interactive voice response and contact centers, along with bulk data imports from various partners who contribute consumer complaint data to the FTC. The platform provides data in near real-time to nearly 3,000 law enforcement users across hundreds of agencies through its centralized data analytics environment. The SNS platform also integrates with pay.gov to process Do-Not-Call (DNC) payments each year in accordance with Telephone Consumer Protection Act (TCPA) regulations. Leidos' SNS managed service provides the solutions and services to streamline and optimize the end-to-end business process for the FTC.
"The SNS program plays a critical role protecting consumers from deceptive and unfair practices in the marketplace," said Leidos Civil Group President Jim Moos. "Through our lead role on this program, Leidos will continue delivering FTC advice to consumers and providing law enforcement access to complaints and investigative tools so they can take action. We look forward to continuing this important work as a trusted resource for citizens and our government customers."
In addition, serving citizens across all channels, including mobile, has contributed to the FTC's greater than 80 percent customer satisfaction score.
The Leidos team leans into the FTC's contractual requirement to develop continuous improvements to the services provided to consumers. Early in the program, the Leidos team migrated FTC data and system operations to a cloud-based architecture using Amazon Web Services (AWS), providing highly secure system operations and seamless automated failover between geographically separated data centers to prevent service disruptions to end-users. During the Covid-19 pandemic, AWS was critical to the effective support of remote workers and business continuity at the FTC. The Leidos team helped switch the customer’s call center from a previous solution to AWS Workspaces. The zero-client subsequent Workspace set-up reduced management overhead and provided extra security for FTC SNS. Additionally, this AWS-based solution assisted with redundancy across regions and allowed the Leidos team to provide competitive pricing to the customer.
The Leidos team ensures that all services used in their AWS environment, be they EC2 instances, databases, or infrastructure, comply with CIS benchmarks and are continuously monitored to ensure compliance. Managed encryption keys and algorithms ensure that FTC data in transit and at rest comply with government cybersecurity standards. AWS-generated logs from CloudTrail and other services are collated in a central repository to provide the Leidos Service Team with a holistic view of the customer environment. The Leidos Managed Service security practices ensure that FTC applications and data remain secure.