Challenges
The goal of the DOE common operating environment (COE) is to consolidate all aspects of common IT systems and services throughout DOE onto one stable platform. The challenges of this task order were the following:
- Smoothly transition, then consolidate ~100 full-time employees at more than fifteen locations
- Develop a scaleable support system for help desk, security, and client services
- Implement automated management training of senior managers
Solutions
We successfully transitioned this DOE COE desktop program to a firm fixed price (FFP) seat model by implementing a full-service delivery model using automated management tools for more than 4,000 desktops. For a fixed monthly fee per seat, we provide the following:
- Periodic hardware refreshment (one-third of CPUs and one-fifth of standard black and white network printers each year) to select new models for the DOE COE
- Desktop PCs with the current DOE COE software and peripherals. We maintain the standard COE image, which includes office automation software, utilities, and drivers
- Asset management
- Help desk services and a single point of contact to resolve IT problems; providing 24 x 7 customer support with varying levels of service from which to choose
- Cyber security for DOE COE including firewalls, two-factor authentication, IDS support, incident reporting, vulnerability scanning, and 24x7x365 monitoring of common services
- E-mail and messaging including message virus protection, global directory services, calendar, and collaboration tools for Lotus Notes and Microsoft
- Enterprise Management System providing a common set of automated tools to maintain integrity and optimal performance of workstations and servers
- Hardware and software acquisition support for workstations and PCs, laptops, and printers
- Research and testing of new hardware and software technologies and their inclusion into the DOE COE as appropriate after thorough testing
- Testing of non-COE applications requested by program offices to ensure compatibility with the COE and to identify potential security issues
- Customer account management to ensure that customers receive support they require
- Access to DOE Corporate applications through the application hosting environment (AHE), which both hosts and houses mission-specific and corporate applications
- Print and file services, Internet access, and 24x7x365 monitoring of all systems
- Remote access through secure connectivity to the DOE IT infrastructure and DOE corporate applications via secure Virtual Private Network (VPN) and using two-factor authentication
We provided Information Technology Infrastructure Library (ITIL) training to help senior managers accurately identify initial processes and explore options to transform and evolve DOE's new technologies.
Results
- Merged ten satellite help desks into the consolidated services center help desk providing a large cost savings by migrating from a Time and Materials (T&M) task to a FFP model
- Improved customer service statistics with more efficiently trained staff