A Longstanding Commitment to Quality

Citizant has a long history of quality improvement built on recognized standards, long-term investments, and on-going collaboration with our customers. We seamlessly integrate quality throughout the project lifecycle, from launch through closeout. By combining Capability Maturity Model Integration (CMMI), International Standards Organization (ISO), and other best practices with our customers’ existing quality standards and processes, Citizant creates a tailored quality plan for each project that optimizes service delivery while avoiding unnecessary burdens or costs.

Commitment to Quality is embedded in all aspects of Citizant’s business. We invest in tools, processes, and, most importantly, our people to ensure successful performance. In addition, we see the value of applying industry best practices and standards to continually improve and serve our government customers. In February 2020, we became the fourth company worldwide to be appraised at both CMMI-DEV and CMMI-SVC (Maturity Level) ML3 under the newest CMMI standards V2.0 before the sunset of V1.3. This level of dedication demonstrates Citizant’s ability to provide uninterrupted solution delivery based on the most current industry research, even before it becomes a requirement to do so.

Citizant’s Integrated Quality Structure 

Citizant's Integrated Quality Structure

Tools:  Citizant’s quality tools include templates, forms, and checklists, which we rigorously apply to our own business and to our customer’s projects. In addition, we use standard applications and build customized dashboards and automated tools to ensure visibility into quality status at all levels in an organization.

People:  Our ongoing commitment to quality has resulted in a highly trained workforce (e.g., PMP, ITIL, Scaled Agile Framework – SAFe) that performs at advanced maturity levels of industry-recognized standards. As a team, we have developed a proven, flexible, world-class set of process assets.

Process:  Making quality part of each step in a process ensures quality results. Our processes successfully integrate quality disciplines and best practices, including Agile methodologies, risk management, configuration management, quality assurance, decision analysis and resolution, and quantitative project management to ensure that both service and product deliverables meet or exceed our customer needs.

One example is Citizant’s rigorous approach to incident and problem management. We have defined and applied a standard framework to proactively identify and resolve incidents and problems. In addition to taking corrective action, we conduct causal analysis to help our customers improve overall service delivery and prevent future issues.

Compliance:  At Citizant, we pragmatically apply the best of CMMI and ISO certifications to optimize contract performance and create program efficiencies. Collectively, these quality standards demonstrate Citizant’s corporate commitment to adopting accepted best practices for consistent, high-quality solution delivery. We bring proven and practical ideas to each customer engagement.

Citizant’s multi-model CMMI® V2.0 certification in Development (CMMI-DEV) and Services (CMMI-SVC) ML3 for our Civilian business unit combines the strength of engineering disciplines with proven service delivery processes. This elite process capability ensures Citizant can respond to a variety of work requests and task orders across a broad IT spectrum – including complex, hybrid programs that require both development and services – and provide our customers with repeatable, predictable, and consistent performance

Citizant is a recognized thought leader in process and quality improvement; an industry-recognized contributor to quality standards; an Information Systems Audit and Control Association (ISACA) licensed CMMI Partner; and a pragmatic, agile partner proficient at making business and IT processes leaner. Our CMMI SMEs have direct knowledge and hands-on experience implementing CMMI models in small, medium, and large businesses.

ISACA Licensed Partner
ISO 9001 ISO 2000-1 ISO 27000 certifications

Citizant is certified and registered under ISO 9001:2015 for Talent Acquisition, ISO 20000-1:2018 for Shared Services, and ISO 27001:2013 for Information Security.

Additionally, Citizant is certified under the International Organization for Standardization (ISO) for Quality Management (ISO 9001:2015), Information Security Management (ISO 27001:2013), and recently obtained transition certification for the newest Service Management standard (ISO 20000-1:2018). We are actively engaged with the ISO Technical Advisory Group on new standards development.


As part of our continual improvement for successful delivery to customers, Citizant is implementing additional compliance requirements to prepare for Cybersecurity Maturity Model Certification (CMMC). To read more about CMMC at Citizant, see Cybersecurity Hygiene.

Quality Leadership

Pamela Schoppert, PMP®, CMQ/OE, CMMI Associate

Citizant’s Vice President of Human Experience and Quality, Ms. Pamela Schoppert, oversees all process and quality initiatives, including Quality Management System (QMS) review, Quality Assurance (QA) audits, and customer satisfaction surveys. Ms. Schoppert, Certified Manager of Quality/Organizational Excellence (CMQ/OE) and PMP, has more than 25 years of process and quality experience. She is an industry-recognized expert who advanced her field by consulting for ISACA (formerly the CMMI Institute) as a co-author of the CMMI-SVC model, regularly presenting at quality conferences, and participating as a member of the American Society for Quality (ASQ) Technical Advisory Group for ISO 9001. Ms. Schoppert also consulted with the Citizant Team that helped the IRS Application Development organization prepare for their successful CMMI appraisal, which included 150 IRS projects.

Charissa “CG” Harper

Citizant’s Quality and Performance Excellence Director, CG Harper, is an industry process and quality leader with real-world experience managing corporate quality transformation initiatives. A U.S. Air Force veteran, she is certified as an ISO Lead and Internal Auditor with over 20 years of progressive IT and business operations and optimization experience. Her core skills include CMMI, Six-Sigma, ISO, and Cybersecurity (NIST/CMMC) process alignment, strategic quality performance improvement, and operational project management. CG is an expert at identifying process and technology improvement opportunities to address business challenges; full lifecycle leadership, including process enablement and federal mandate compliance; and organizational strategic planning, risk management, and corporate metrics alignment. She has developed Cyber Hygiene Assessment reports and scores for organization submittal in Supplier Performance Risk System (SPRS), provided training, and deployed process assets to jump start organizations’ Information and Cyber Security Programs.