THE PROBLEM
Slow, complex, and compliance-challenged FOIA and Privacy Act processing
The Office of the Secretary of Defense (OSD) plays a critical role in ensuring transparency and accountability, balancing public access to information with the need to safeguard sensitive national security records. Meeting Freedom of Information Act (FOIA) and Privacy Act requirements is essential—not only for public trust, but also for compliance with evolving federal mandates.
Like many federal agencies, OSD’s FOIA and Privacy Act processes were challenged by the volume and complexity of requests. Processing could be time-consuming, workflows required careful coordination, and the need to stay aligned with evolving federal regulations demanded ongoing diligence. These challenges were heightened by the sensitive nature of defense-related records, where accuracy and security were paramount. The complexity was amplified by the sensitive nature of defense-related records, where a single error could lead to security risks or legal exposure.
The department needed a more efficient, secure, and compliant way to manage and respond to requests, without overburdening staff or compromising mission-critical information.
THE SOLUTION
Modernized workflows for faster, more compliant, and more secure processing
To address these challenges, OSD engaged a partner to redesign and enhance its FOIA and Privacy Act operations. The effort focused on three key objectives:
1. Reduce response times by streamlining request intake, review, and fulfillment.
2. Increase compliance with current and evolving federal requirements through updated policies, automated checks, and improved oversight.
3. Enhance security for sensitive defense-related records, ensuring controlled access and proper handling at every stage.
The upgraded process introduced improved case tracking, better collaboration tools for staff, and stronger data protection measures. The changes were designed to make FOIA and Privacy Act work faster, clearer, and less resource-intensive while maintaining the highest security standards.
THE RESULTS
Faster responses, stronger compliance, and greater transparency
The new approach delivered measurable improvements:
- Significantly reduced response times, allowing OSD to address requests more quickly and effectively.
- Improved compliance with evolving federal rules, reducing the risk of legal or procedural issues.
- Strengthened data security, ensuring sensitive defense records remain fully protected.
By modernizing its FOIA and Privacy Act processes, OSD has increased transparency, improved public trust, and empowered staff to focus on higher-value tasks—all while protecting national security interests.
Client
Office of the Secretary of Defense (OSD)
Industry
Government
Scale
Enterprise
Pain Point
Manual, time-consuming FOIA and Privacy Act processing and compliance tracking
KBS Services Provided
Process Automation
Compliance Support
Secure Records Handling
Workflow Optimization
About the Client
The Office of the Secretary of Defense is the principal staff element of the Secretary of Defense, responsible for policy development, planning, resource management, and oversight for the U.S. Department of Defense. OSD supports national defense strategy, coordinates activities across military branches, and ensures compliance with federal laws and regulations, including the Freedom of Information Act (FOIA) and the Privacy Act. Its work is central to maintaining transparency, protecting sensitive information, and supporting the nation’s security objectives.
