Information Technology and Applications Center

The Information Technology Security Section implements the NIH, HHS, and Federal Government IT Security policies, and audits the NHLBI IT assets for compliance with IT Security policy. It remediates security vulnerabilities in IT infrastructure and workstations, reviews IT security components of contracts, and develops and implements strategies for IT security in infrastructure, desktop, and custom software. The Information Technology Security Section works with the NIH IT Security Team to implement NIH security guidance and develop Certification and Accreditation (C&A) packages for all the NHLBI-sponsored applications, systems, and hosting environments. It develops IT Security policy, maintaining an IT Security posture in line with the risk to confidentiality, integrity, and availability of the NHLBI data. Finally, it ensures all the NHLBI staff comply with mandatory IT security requirements, including training.

The Customer Support Branch (CSB) maintains website content on the NHLBI's public internet sites and internal intranet sites, provides high-quality, customer-oriented technical support to ensure the optimal operation and usage of the NHLBI IT resources, and manages the operations of the IT Help Desk including service requests, ticket queue, support performance metrics and reports, and quality assurance. The CSB expands the information technology knowledge of the NHLBI user community through classroom instruction, one-on-one training, and documentation in areas such as software applications, security, and new technologies. The CSB also provides remediation services and advice on Section 508 of the U.S. Rehabilitation Act.

The Scientific Solutions Delivery Branch oversees contractor teams implementing solutions focused on scientific needs across the Institute, including support for Intramural research databases and tools and science focused systems for the Extramural program. It sets standards for the selection and implementation of scientific systems, advises customers on solutions to their scientific IT needs. The Scientific Solutions Delivery Branch conceives and develops state-of-the-art custom software, databases, and web-based applications addressing the scientific needs of the organization.

The Business Solutions Delivery Branch oversees contractor teams implementing solutions focused on business and administrative processes across the Institute including support for administrative functions, grants, contracts, human resources etc. It provides leadership and technical expertise to ensure that the NHLBI Web Properties are aligned with the Institute’s mission and effectively communicate the Institute’s messages. It manages the NHLBI Web Governance framework and implements policies set by the Digital Policy Council, ensuring that the NHLBI web properties and technologies remain in compliance with all applicable Federal regulations. It also defines the performance metrics for and measures the impact of the NHLBI web-based communication efforts, and conceives and develops state-of-the-art custom software, databases, and web-based applications addressing the business needs of the organization.

The Infrastructure Services Branch specifies, acquires, configures, and maintains the technical architecture including configuration, defines the operational principles and procedures in all matters that pertain to the storage, delivery, and safeguarding of business data available over the information network. It develops and maintains technology standards including service delivery processes, desktops, servers, mobile devices, storage, networking, and other infrastructure items. It evaluates, pilots, and tests new technologies, and provides recommendations for evolution of the NHLBI IT technical architecture. The branch defines standards for information management and the technical infrastructure; sets the technical frameworks and programming languages supported at the NHLBI for software development; and defines the methods and tools used to ensure that software product development adheres to process, performance, and qualities standards. It also maintains and improves IT applications based on formal evaluations and user experience, and in response to evolving development methods and technologies and configures, installs, and troubleshoots all IT devices deployed to the NHLBI user community.

The Office of Operations Management manages and directs the technical functions of the Information Technology and Applications Center (ITAC) and ensures that processes are in place to facilitate support of customers, management of the NHLBI IT Infrastructure, the assurance of IT security, and the development and implementation of software systems. It collaborates with ITAC stakeholders to regularly evaluate the processes of ITAC and works to continuously improve operational performance, and develops the IT Strategic Plans for the Institute, reviewing them with stakeholders and then putting in place concrete operational plans to meet the goals expressed in the strategic plans. It monitors performance against operational plans, oversees the Center's budget, and manages all acquisitions required to support the mission of the Center including acquisition of IT hardware, software, and services. It provides required reports to the NIH OD, OCIO, and HHS as required, including those documents required to ensure compliance with legislation, regulation, and policy such as Clinger-Cohen and FISMA.

The Office of Operations Management oversees the operation, maintenance, and enhancement of the NHLBI IT Infrastructure ensuring that the infrastructure meets the changing needs of the Institute. It oversees all customer support activities including the NHLBI IT Service Desk, IT Training, the "Walk-In Center," and the Customer Relationship Management Program. It assesses customer satisfaction and creates plans for continuous improvement, sets standards and policy for the design and implementation of hardware and software systems, and regularly assesses compliance with these standards. It monitors performance of contractors and works with the Office of Acquisitions to ensure that contractor performance is managed, and develops and publishes NHLBI specific IT security policy, and develops and implements plans for continuously monitoring compliance, remediating issues where necessary.