Department of Treasury - Seat Management

Contract Description: The contract's overall objective is to establish and sustain effective and efficient managed life-cycle support of Treasury's distributed computing environment (DCE), which consists of office automation equipment, network servers, telecommunications equipment, voice administration, and billing and ordering systems, via a single point of contact contractor. The services are provided through a seat management solution that features help desk operations, hardware and software services including technology refresh, infrastructure management, maintenance, asset management and training services, and documentation support. The help desk is the central management point for all problems related to the DCE, telecommunications, telephones, and commercial information services.

Contract Relevance: DigitalNet is the single point of contact contractor providing not only relevant services but also an environment of partnering; that is, we implemented an approach that facilitates migration to and the sustain ing of the seat management concept. The approach includes elements that address customer satisfaction (measuring customer satisfaction and refining service levels to achieve customer satisfaction objectives), risk sharing (identifying and mitigating risks), change management (cultural change issues, techniques for managing change, and increasing awareness of seat management benefits to staff), and service assurance (authenticating performance to the SLA level). The approach also includes project and business management components to ensure a non-intrusive implementation of Discovery, Interim Support, Service Transition, and Service Delivery periods of performance. Service delivery occurs in three environments: the DCE, telecommunications (LAN, MAN, and WAN), and user support.

For the DCE, DigitalNet supports desktop computers, Departmental Office (DO) and communications servers, data and voice systems, and custom applications. This includes the data center, access security, configuration management and implementation, and inventory management of the DCE.
In the telecommunications environment, DigitalNet provides management assistance on all telecommunications projects including project planning and tracking. Additional service responsibility includes administration of voice messaging, and telephone billing. Systems in this environment include X.400, the Treasury communications system, the Internet, and the Executive LAN. For the Treasury network, DigitalNet provides design, analysis, installation, troubleshooting, and communication services support. This includes providing a daily status and operations report of all DO network activities and all WAN and LAN links.

User services include providing help desk and user support, operations and technical support, and maintenance for Departmental Offices (DO) Federal information processing at the headquarters facility and annex. The Departmental Offices require end-to-end support across the IT infrastructure that includes WANs, LANs, communications equipment, workstations, and associated peripherals. DigitalNet realized cost savings with the completion of the Transition period activities on time and within budget.
Noteworthy is DigitalNet' performance in these particularly relevant service areas:

• Help Desk: DigitalNet has transitioned help desk operations from a miscellany of assistance providers to a single point of contact help desk. The consolidation of services has increased user desktop productivity and customer satisfaction and decreased response times. Specifically, we reduced ticket backlog by two thirds; instituted standard help desk procedures; provided customer service training to all support personnel; doubled the same day ticket closure rate; aligned desk-side support personnel with customer business lines; standardized hardware and software; and established performance-based service level agreements with tracking metrics.
  

• Technology Refresh: Based on a structured refresh plan, we track and manage all GFE assets until refreshed. The plan includes procedures for evaluating new technologies, for implementing them at the right time, and for thorough testing and acceptance. It also provides for economies of scale and ensures the chosen technologies and products perform to Treasury's current and anticipated technological environments.

• Asset Management: DigitalNet developed procedures and forms for asset management activities such as implementing, moves, adds, and changes (MACs) collecting asset data, reporting requirements, updating the asset management database, merging asset data with personnel and location data, and integrated asset management data with the Treasury Help Desk. In its RFP, Treasury mandated the selected contractor continue to use the legacy asset management system, McAfee, until its license expired. However, after careful analysis of the single-purpose legacy system and the new fully integrated toolset proposed by DigitalNet, our proposed integrated tool set was determined to be superior and agreement was reached to replace the Treasury legacy system with DigitalNet' toolset that incorporates Vantive, AssetPro, and SLAM, the latter a proprietary tool that automatically calculates SLA compliance.

• Documentation: We provide, develop, maintain, update, store, and distribute documentation pertaining to procedure manuals, COTS software applications, bulletins and newsletters, and system development life-cycle documentation updates for custom software.

DigitalNet is utilizing the following tools on the contract:

• Help Desk: Vantive, PC Medic, and Case Point
• Asset Management: AssetPro
• SLA Reporting: SLAM (SLA Monitor), Concord Network Health, and SLA Monitor
• Network Management: HP OpenView, SunNet Manager, Oracle, Gauntlet Firewall, Compac Insight Manager, Concord Network Health, and Backup Exec for Windows NT
• Remote Software Distribution and Remote Control: SMS
• Performance Monitoring: HP OpenView, NetMetrix, and SLAM
• Customer Environment: Novell and NT, MSOffice, GroupWise (to be replaced by Exchange as a result of a special project DigitalNet is undertaking to migrate from GroupWise to Exchange), Windows 95 (to become NT Workstation in accordance with a technology refresh project), Commercial Information Services (Reuters, Bloomberg, and Bridge), and Treasury Customer Applications