Increasing IT Delivery Capability

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CAI Company Overview• 30+ Years in IT Services, Privately Held• 3,000 Associates Worldwide• $370 Million in Revenue in 2012• 34 U.S. Metropolitan Offices; 6 Major Delivery

Centers (US & Offshore)• Global offices : Toronto, London, Buenos Aires,

Kuwait and Sydney • Off-shore facilities : Philippines, China, India,

Argentina

• Process & Metrics Driven -> Consistent Delivery

• Performance & Value Measures -> drive results

• Experts in CMMI, ITIL, PMBOK, SAS 70, Six Sigma

• Strong Customer Loyalty, Long term clients• ITMPI.org -> Contribution of industry experts• Financial Strength & Stability

FAC

TS

DR

IVER

S

Global Locations

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ClientsMANUFACTURING INSURANCE

FINANCIALS

TRANSPORTATION / LOGISTICS

UTILITIES

STATE GOVERNMENT

RETAIL SERVICES

EDUCATION

FEDERAL GOV’T

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Current OD Situation• Significant demand for new projects, enhancements &

ongoing support– Speed of delivery critical for business success

• Legacy modernization efforts underway • Cost reduction initiatives across IT (ex. Peak usage)• Funding model provides capital $$ for new projects

– Historically use staff aug for project work

• Market strained for good, local resources– Longer time from posting to selection, – Staffing issues are costly

• Considering alternatives for increasing delivery speed & capability

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Imp

roved

Cap

ab

ility

Level

Cumulative Timeline

Visibility

Control

Optimization

Capture All Work

Classify All Work

Resource Tracking

Detailed Time Reporting

Issue Management

Workflow Management

Process Management

Estimating Process

Resource Planning

Prioritization of Work

Performance Metrics

Quality Management

Productivity Management

Customer Sat Mgmt

Support Mitigation

CAI Management Focus

Increasing Delivery Capability w/ CAI

Application Support - free up employees & SMEs for projects, while reducing support footprint

– Leverage SMEs business knowledge & relationships for efficiency on projects

– Level 3 support to get developers out of support

– Level 2 support to triage incident, freeing up developer support time

– Reduce application support footprint & costs7

Transition in < 90 DaysDetailed planning to ensure team is productive

Organized knowledge capture & transition between people

Living documentation on systems, owned by OD – stays forever

Confirm processes & baseline performance measures

Implement in workflow tool to enforce time/metrics gathering & process adherence

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Reduce the Support Footprint

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Allocate time to priority applications

Reduce # of Incidents (disruptions)

Eliminate low value, repetitive work

Service Level Based Contracts

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Service Level Performance, Q4 2012

Full Visibility

Increasing Delivery Capability w/ CAI

Enhancement Delivery services to augment existing support teams

– Expand current team ability to deliver business requested functionality

Software Development teams to expand delivery capability

– “Fixed price” approach results in speed & repeatability

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Standardized Estimating

• Based on historical actuals• Applicable to the work, not

individuals• Personal performance

measures• Improve business

relationships by delivering on-time, within estimate

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Standard Estimate

Technology

SDLCComplian

ce

Requirements

Award Winning Software• CAI's work for Palm Beach County's Health Beginnings project was

recognized as a 2012 Computeworld “Top 10 Innovators.” We received a gold medal and place in the 2012 archives of the Library of Congress.

• CAI's ePermitting System for Highway Occupancy Permits for PennDOT received the Best Use of Innovation Award from the American Association of State Highway and Transportation Officials (AASHTO) 2011.

• CAI’s USA FoodSafety product for the PA Dept of Agriculture received “Technology Innovation” award from NASCIO – October 2012

• CAI’s USA HERDS and LIMS received the National Agribusiness Technology Center’s “Best Available Technology” award 2009.

• CAI’s E-Grants system for electronic grant management won the 2009 Council of State Governments' Innovations Award

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Risk Mitigation

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Increasing Delivery Capability

Project Management/Business Analyst augmentation to spin up additional projects

– PM/BA transition plan, using OD life cycle, reduces learning time and improves proficiency

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CAI Competencies

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Core Services

Application Maintenance

Software Development

Managed Staffing & Staff Augmentation

Measurable Success

IT Consulting

• Legacy Modernization• Service Desk• Knowledge Management

On-time Within Budget High Quality Customer Sat• Project Management

• Architect, Design & Develop• Quality & Testing Practice

• National & Local Recruiting• Major Vendor Network• Back Office Operations

• Assessments• Install Best Practices• Governance & Visibility

Onsite, Offsite &Offshore (extending US operations at lower costs)

The CAI Customer Experience• Commitment to performance & measurable

outcomes• Customized delivery model • Very strong execution capability – rigor &

discipline in our work• Long tenured staff • Creative problem solving• Honesty & full visibility • Clear contracts – know what you are

getting• Management participation & loyalty to your

success

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