WatchTower

The Tool That Cleared a 4-Year Backlog - and What It Taught Me About Building for Impact

As I wrap up federal service, I’m reflecting on my proudest work as I transition to Technical Product Management, Solutions Architecture, and Data Analytics roles.

One project stands out: WatchTower

The Problem

In 2017, as a federal agent with OPM, I saw it daily: We were buried.
• Multi-year case processing backlog
• No way to prioritize high-risk leads
• No strategic visibility dashboards
• Investigators flying blind

I wasn’t asked to build a solution, but I couldn’t look away.

After securing permission to develop on my own time, I started building WatchTower after hours: a case management and analytics platform.

Building With Users

I embedded with investigators through ride-alongs and feedback sessions. Each feature was field-tested and refined based on actual workflows.

WatchTower delivered:
• Automated priority lead flagging
• Real-time visualization across hundreds of investigations
• Bottleneck detection and resource forecasting
• Role-specific dashboards for agents, managers, quality, and reviewers

Built on PostgreSQL with SQL analytics and VBA automation, processing 2M+ cases annually. The requirements came straight from the field.

The Constraints

OPM leadership acknowledged WatchTower as my IP and authorized workforce use, but set boundaries: all development outside duty hours. I could train users and handle support calls during work, but improvements happened nights and weekends.

It wasn’t funded or assigned, it was a personal contribution to mission.

The Impact

“You eliminated a 4-year backlog in 8 months.”

• 40% drop in processing times
• High-risk cases prioritized
• First-ever real-time resource visibility
• $16M saved in overtime and contractor costs
• Results used in congressional briefings

The real victory? Watching investigators go from frustrated to empowered.

Lessons in Product Leadership

Innovation happens closest to the problem. Don’t wait for permission to create value. Build WITH users, not for them. Measure everything - data gets buy-in. Great tools are useful, not complex.

Looking Forward

In January 2025, I donated WatchTower to a nonprofit for continued public use.

I’m now seeking private sector opportunities where field expertise meets technical innovation—bringing user-centered, data-driven, architecturally sound approaches to product and analytics challenges that matter.