The purchase of certain technology (Remedy)requires uniformed implementation & operational procedures in order for any ROI to be realized. In order for Remedy to be an affective tool for FEMA, memebers of IT must have smartphones that can be used to receive and to update tickets from the very start of the mission. A single point of entry should be established at the start of the mission to coordinate ticket entry and smartphone distribution to the techs. All incidents must be entered in detail in Remedy to create a repository that can be used by those outside of IT for self-service.
Standardization of Remedy usage across FEMA will actualize the ROI of the investment. In regards to FEMA the ROI is improved efficency of services provided to victims of disasters by FEMA employees who are not delayed by long wait times for tehcnical assistance from the IT department.