CUSTOMER SERVICE & SUPPORT The Critical Services … · CUSTOMER SERVICE & SUPPORT The Critical Services Partner ... Configuration management, ... CU STOM ERB N FI

CUSTOMER SERVICE & SUPPORT

The Critical Services Partner

w w w . t h a l e s g r o u p . c o m

Tem

ps P

rése

nt -

© T

hale

s -

2012

- T

his

leaf

let c

anno

t be

cons

ider

ed a

s a

cont

ract

ual s

peci

ficat

ion

- Ph

oto

cred

it: ©

Tha

les,

© E

lise

Seve

re

Thales Communications & Security4, Avenue des Louvresses – 92622 Gennevilliers Cedex – France

A N O P E R A T I O N A L V I S I O N

Equipment and systems support• MRO and spares• Performance-based logistics • Upgrades and service-life extensions

Customer’s operation support• Audits and consultancy• In-theatre assistance and support centres• Green services• Managed Supply Chains• Learning and training

Operation Services • Secure communication and information services• Operation of security systems• Capability provision

CONTENTS

Architect, integrator and operator of service solutions for defence and security

3Thales, a t rus ted par tner

A N O P E R A T I O N A L V I S I O N

Equipment and systems support• MRO and spares• Performance-based logistics • Upgrades and service-life extensions

Customer’s operation support• Audits and consultancy• In-theatre assistance and support centres• Green services• Managed Supply Chains• Learning and training

Operation Services • Secure communication and information services• Operation of security systems• Capability provision

CONTENTS



DELIVERING THE OPERATIONAL AVAILABIL ITY YOU NEED

CUSTOMER SERVICE & SUPPORT: AN OPERATIONAL VISION


4 5

FIVE COMMITMENTS

Fast and flexible response

Local presence

Availability

Efficiency

Sustainability

Whether you’re defending the nation, protecting people

or property, or providing security for critical infrastructure,

you expect state-of-the-art communication and information

systems delivered to your specifications. Above all,

you expect a comprehensive solution, including support,

related services and, in some cases, routine operation

of the equipment and systems supplied.

Faced with new and emerging threats on the one hand

and ever-tighter budgets on the other, your top priority

is having the operational capabilities to ensure a rapid

and effective response at lowest cost.

Thales is the trusted partner, ready to work with you

as an architect and integrator of complete service

solutions to meet your operational goals and availability

requirements.

FROM LOGISTIC SUPPORT TO MANAGED SERVICES

Thales offers a wide range of services, from maintenance and technical assistance

to the design and deployment of outsourced operational services under performance-

based and/or pay-per-use agreements.

These modular, flexible and efficient solutions are delivered where they are needed,

including in the theatre of operations, and are tailored to your specific requirements

through a process of continuous improvement.

Based on your unique needs and expectations, Thales proposes three families of

service solutions:

Equipment and systems suport

Customer’s operation support

Operation Services

Thales, a t rus ted par tner

DELIVERING THE OPERATIONAL AVAILABIL ITY YOU NEED

CUSTOMER SERVICE & SUPPORT: AN OPERATIONAL VISION


4 5

FIVE COMMITMENTS

Fast and flexible response

Local presence

Availability

Efficiency

Sustainability

Whether you’re defending the nation, protecting people

or property, or providing security for critical infrastructure,

you expect state-of-the-art communication and information

systems delivered to your specifications. Above all,

you expect a comprehensive solution, including support,

related services and, in some cases, routine operation

of the equipment and systems supplied.

Faced with new and emerging threats on the one hand

and ever-tighter budgets on the other, your top priority

is having the operational capabilities to ensure a rapid

and effective response at lowest cost.

Thales is the trusted partner, ready to work with you

as an architect and integrator of complete service

solutions to meet your operational goals and availability

requirements.

FROM LOGISTIC SUPPORT TO MANAGED SERVICES

Thales offers a wide range of services, from maintenance and technical assistance

to the design and deployment of outsourced operational services under performance-

based and/or pay-per-use agreements.

These modular, flexible and efficient solutions are delivered where they are needed,

including in the theatre of operations, and are tailored to your specific requirements

through a process of continuous improvement.

Based on your unique needs and expectations, Thales proposes three families of

service solutions:

Equipment and systems suport

Customer’s operation support

Operation Services


E Q U I P M E N T A N D S Y S T E M


6 7

Thales offers a broad array of solutions to ensure the operational availability and control the cost of

ownership of your communication and information equipment and systems. We adapt these solutions

to your evolving requirements through a process of continuous improvement, which includes feedback,

innovation and technology insertion to enable new, higher-performance and more cost-effective

approaches.

THALES SOLUTIONS

MRO and spares

Performance-based logistics

Upgrades and service life extensions

SUPPORT


E Q U I P M E N T A N D S Y S T E M


6 7

Thales offers a broad array of solutions to ensure the operational availability and control the cost of

ownership of your communication and information equipment and systems. We adapt these solutions

to your evolving requirements through a process of continuous improvement, which includes feedback,

innovation and technology insertion to enable new, higher-performance and more cost-effective

approaches.

THALES SOLUTIONS

MRO and spares

Performance-based logistics

Upgrades and service life extensions

SUPPORT



8 9

FAST, FLEXIBLE AND SUSTAINABLEM R O A N D S PA R E S

WE OFFER

RepairsGuaranteed response times, fixed-price repairs, standard exchangesSpares & Consumables Guaranteed delivery times, field data analysis, inventory and resupplysized to requirement, obsolescence management, online order trackingMaintenanceConfiguration management, computer-aided maintenance management,supervision solutions, remote maintenancePreventive and corrective maintenanceTechnical assistance and remote maintenance24-hour contact centre, 200 experts on hand, assistance via hotlineand at customer sites, 12 customer support centresTailored maintenance management systemsSystem and software support Guarantee of long-term support, upgrade of platforms and technicalresources, centre specialising in system and software support (close to200 dedicated engineers), corrective and perfective maintenanceSystem security assurance programmeFunctional upgrades

CUSTOMER BENEFITS

Obsolescence management for long-term sustainability

Guaranteed response times

Inventory optimisation

R E F E R ENC E S

Customers in over 60 countries:

Over 300,000 part numbers managed

Over 10,000 repairs annually

Over 2,500 interventions at customer sites in more than 20 countries

3,000 days of training annually

9,000 document modules annually



8 9

FAST, FLEXIBLE AND SUSTAINABLEM R O A N D S PA R E S

WE OFFER

RepairsGuaranteed response times, fixed-price repairs, standard exchangesSpares & Consumables Guaranteed delivery times, field data analysis, inventory and resupplysized to requirement, obsolescence management, online order trackingMaintenanceConfiguration management, computer-aided maintenance management,supervision solutions, remote maintenancePreventive and corrective maintenanceTechnical assistance and remote maintenance24-hour contact centre, 200 experts on hand, assistance via hotlineand at customer sites, 12 customer support centresTailored maintenance management systemsSystem and software support Guarantee of long-term support, upgrade of platforms and technicalresources, centre specialising in system and software support (close to200 dedicated engineers), corrective and perfective maintenanceSystem security assurance programmeFunctional upgrades

CUSTOMER BENEFITS

Obsolescence management for long-term sustainability

Guaranteed response times

Inventory optimisation

R E F E R ENC E S

Customers in over 60 countries:

Over 300,000 part numbers managed

Over 10,000 repairs annually

Over 2,500 interventions at customer sites in more than 20 countries

3,000 days of training annually

9,000 document modules annually



10 11

INTEGRATED, INNOVATIVE AND SUSTAINABLE SUPPORT SOLUTIONSP E R F O R M A N C E - B A S E D L O G I S T I C S S O L U T I O N S

WE OFFER

Inventory management with availability-based commitment

Fleet management with availability-based commitment

System management with availability-based commitment

These solutions typically integrate:

• Project management, network of partners and end to end coordination• System and software support with reference platforms• Hardware support• Management of assets and of installed configurations• Direct support to users• Technology and regulatory intelligence• Obsolescence management and mitigation• Local support centre, technical teams close to the client

CUSTOMER BENEFITS

Comprehensive support solutions to ensure the availability, operational performance andscalability of your equipment and systems

Long-term commitment under performance-based agreements with guaranteed availability

R E F E R ENC E S

Five-year revolving, stock availability-based contract for CNI equipment (communication, navigation,identification) fitted on aircraft operated by French air, air-land and naval forces18-year availability-based contract for the Syracuse 3 joint forces satcom system (France)Transverse through-life support solution for artillery command system (France)Comprehensive Logistic Support solution for national communication network of the Gendarmerie (France)Through-life support solution for latest-generation frigates (United Kingdom), etc.



10 11

INTEGRATED, INNOVATIVE AND SUSTAINABLE SUPPORT SOLUTIONSP E R F O R M A N C E - B A S E D L O G I S T I C S S O L U T I O N S

WE OFFER

Inventory management with availability-based commitment

Fleet management with availability-based commitment

System management with availability-based commitment

These solutions typically integrate:

• Project management, network of partners and end to end coordination• System and software support with reference platforms• Hardware support• Management of assets and of installed configurations• Direct support to users• Technology and regulatory intelligence• Obsolescence management and mitigation• Local support centre, technical teams close to the client

CUSTOMER BENEFITS

Comprehensive support solutions to ensure the availability, operational performance andscalability of your equipment and systems

Long-term commitment under performance-based agreements with guaranteed availability

R E F E R ENC E S

Five-year revolving, stock availability-based contract for CNI equipment (communication, navigation,identification) fitted on aircraft operated by French air, air-land and naval forces18-year availability-based contract for the Syracuse 3 joint forces satcom system (France)Transverse through-life support solution for artillery command system (France)Comprehensive Logistic Support solution for national communication network of the Gendarmerie (France)Through-life support solution for latest-generation frigates (United Kingdom), etc.



12 13

OPTIMUM BALANCE BETWEEN COSTS, LEAD TIMES AND PERFORMANCE, IN L INE WITH OPERATIONAL REQUIREMENTSU P G R A D E S A N D S E R V I C E - L I F E E X T E N S I O N S

WE OFFER

Functional and capability enhancements• Modular design• Latest technologies• Improved performance• Reduced training timeUpgrades• Replacement of service life limited components / parts• Scheduled preventive and corrective maintenance operations• RefurbishmentModernisation• Compliance with regulatory and environmental requirements• Value analysis of available solutions• Schedules tailored to operational requirements• Turnkey programmes with reinforced logistics support• Reduced logistics footprintService-life extensions• Performance extensions• Obsolescence management• Simplified maintenance• Support tasks reorganisation

CUSTOMER BENEFITS

A pragmatic response to new operational and/or regulatory requirements

Network-centric capabilities

Minimum disruption time

Mastered return on investment

R E F E R ENC E S

MATILDE® contract (upgrade and enhancement of long-range transmissions for joint forces) (France)

Upgrade of French Army VAB armoured vehicles with integration of new payloads (France)

Refurbishment of communication systems for naval forces (export)

ICAO retrofit of Air and air-land forces Fennec helicopters

Comprehensive upgrade programme for tactical intelligence systems



12 13

OPTIMUM BALANCE BETWEEN COSTS, LEAD TIMES AND PERFORMANCE, IN L INE WITH OPERATIONAL REQUIREMENTSU P G R A D E S A N D S E R V I C E - L I F E E X T E N S I O N S

WE OFFER

Functional and capability enhancements• Modular design• Latest technologies• Improved performance• Reduced training timeUpgrades• Replacement of service life limited components / parts• Scheduled preventive and corrective maintenance operations• RefurbishmentModernisation• Compliance with regulatory and environmental requirements• Value analysis of available solutions• Schedules tailored to operational requirements• Turnkey programmes with reinforced logistics support• Reduced logistics footprintService-life extensions• Performance extensions• Obsolescence management• Simplified maintenance• Support tasks reorganisation

CUSTOMER BENEFITS

A pragmatic response to new operational and/or regulatory requirements

Network-centric capabilities

Minimum disruption time

Mastered return on investment

R E F E R ENC E S

MATILDE® contract (upgrade and enhancement of long-range transmissions for joint forces) (France)

Upgrade of French Army VAB armoured vehicles with integration of new payloads (France)

Refurbishment of communication systems for naval forces (export)

ICAO retrofit of Air and air-land forces Fennec helicopters

Comprehensive upgrade programme for tactical intelligence systems


C u s t o m e r ’s o p e r a t i o n s u p p o r t Architect, integrator and operator of service solutions for defence and security

14 15

With evolving threats, fast-changing technologies and intensive use of COTS equipment — not to

mention pressure on resources and staffing levels — defence and security forces must keep pace

with rapid change on multiple fronts as they seek to perform their critical missions effectively and

efficiently.

To support you in this transformation, Thales offers a complete range of solutions from audits and

consultancy to supply chain security and personnel training.

PROPOSED SOLUTIONS

Audits and consultancy

In-theatre assistance and dedicated repair centres

Green services

Managed Supply Chains

Learning and training


C u s t o m e r ’s o p e r a t i o n s u p p o r t Architect, integrator and operator of service solutions for defence and security

14 15

With evolving threats, fast-changing technologies and intensive use of COTS equipment — not to

mention pressure on resources and staffing levels — defence and security forces must keep pace

with rapid change on multiple fronts as they seek to perform their critical missions effectively and

efficiently.

To support you in this transformation, Thales offers a complete range of solutions from audits and

consultancy to supply chain security and personnel training.

PROPOSED SOLUTIONS


In-theatre assistance and dedicated repair centres

Green services

Managed Supply Chains

Learning and training



16 17

EXPERTS FOR A SUCCESSFUL TRANSFORMATIONA UDITS AND CONSULTANCY

E X P E R T I S E

Equipment and system performance and compliance• Restoration and enhancement of radio and network performance at lowest cost • Control and solutions to protect personnel from exposure to electromagnetic radiation• Control and CBRN protection upgrades for tactical and strategic systems• Audits of integrated antenna systems on platforms• Audits for compliance with new standards and regulatons, etc.

Organisation of logistics support for complex systems • Feedback analysis • Skills assessment• Documentary audits• Value stream analysis and optimisation of MRO and escalation procedures• Drafting of recommendations (including Service Design Thinking methods)• Audits of networks and logistics practices (including supply chain segmentation)

Optimisation of tactical power and ancillary systems for energy security

Support for improvement of critical infrastructure operations

Critical infrastructure security improvement

Improvement of operation and maintenance processes for managed services (application of IML v3 andCMMI Services standards)

CUSTOMER BENEFITS

More effective internal operations (more effecient and at lower cost)Better utilisation of assets

Reduced logistics footprint

Optimisation of personnel activity

Compliance with new regulations

R E F E R ENC E S

Audits of secure government communicationnetworks (France)Support to NATO for national networks andC4ISR systems integrationRestoration of performance of integratedcommunication systems on platforms (export),etc.



16 17

EXPERTS FOR A SUCCESSFUL TRANSFORMATIONA UDITS AND CONSULTANCY

E X P E R T I S E

Equipment and system performance and compliance• Restoration and enhancement of radio and network performance at lowest cost • Control and solutions to protect personnel from exposure to electromagnetic radiation• Control and CBRN protection upgrades for tactical and strategic systems• Audits of integrated antenna systems on platforms• Audits for compliance with new standards and regulatons, etc.

Organisation of logistics support for complex systems • Feedback analysis • Skills assessment• Documentary audits• Value stream analysis and optimisation of MRO and escalation procedures• Drafting of recommendations (including Service Design Thinking methods)• Audits of networks and logistics practices (including supply chain segmentation)

Optimisation of tactical power and ancillary systems for energy security

Support for improvement of critical infrastructure operations

Critical infrastructure security improvement

Improvement of operation and maintenance processes for managed services (application of IML v3 andCMMI Services standards)

CUSTOMER BENEFITS

More effective internal operations (more effecient and at lower cost)Better utilisation of assets

Reduced logistics footprint

Optimisation of personnel activity

Compliance with new regulations

R E F E R ENC E S

Audits of secure government communicationnetworks (France)Support to NATO for national networks andC4ISR systems integrationRestoration of performance of integratedcommunication systems on platforms (export),etc.



18

FAST, FLEXIBLE AND COST-EFFECTIVE TECHNICAL EXPERTISEI N - T H E AT R E A S S I S TA N C E A N D S U P P O RT C E N T R E S

WE OFFER

In-theatre assistance• Support and preparation for deployment and configuration of tactical and strategic networks and systems• Dynamic allocation of replacement parts in readiness for missions / exercises• Feedback analysis and implementation of new technical and logistics solutions• Immediate multi-level technical interventions • Management of deployed configurations

Outsourced support centres• Management of tactical radio repair centres• Management of deployed inventories• Managed maintenance of equipment and systems

CUSTOMER BENEFITS

Operational availability

Complex and rapid in-theatre interventions

Optimised costs

In-theatre assistance for C-IED systems (counter-improvisedexplosive device) (France)

Outsourced radio repair centre (Australia, Middle-East)

R E F E R ENC E S



18

FAST, FLEXIBLE AND COST-EFFECTIVE TECHNICAL EXPERTISEI N - T H E AT R E A S S I S TA N C E A N D S U P P O RT C E N T R E S

WE OFFER

In-theatre assistance• Support and preparation for deployment and configuration of tactical and strategic networks and systems• Dynamic allocation of replacement parts in readiness for missions / exercises• Feedback analysis and implementation of new technical and logistics solutions• Immediate multi-level technical interventions • Management of deployed configurations

Outsourced support centres• Management of tactical radio repair centres• Management of deployed inventories• Managed maintenance of equipment and systems

CUSTOMER BENEFITS

Operational availability

Complex and rapid in-theatre interventions

Optimised costs

In-theatre assistance for C-IED systems (counter-improvisedexplosive device) (France)

Outsourced radio repair centre (Australia, Middle-East)

R E F E R ENC E S



20

N EW E N E R G Y A P P R O A C H E S , B E T T E R O P E R AT I O N A L S E C U R I T YGREEN SERVICES

WE OFFER

Solutions to improve the energy efficiency of tactical communication and information systemsSolutions to reduce the logistics footprint of in-theatre fuel supply and associated risks to personnelHybridisation solutions for ancillaries on armoured vehicles and in sheltersDismantling of sensitive equipment User support and training in green attitudesReduction in environmental footprint

CUSTOMER BENEFITS

R E F E R ENC E S

21

Virtualisation of computer workstations for ISAFin AfghanistanDismantling of ISAF infrastructures in AfghanistanHybridisation of ancillaries on VAB vehicles(France)Dismantling of SOCRATE network sites (France)Destruction / reclamation of sensitive electronicscrap (France)Silent operation mode (power

generators off)Operational discretionReduced fuel requirementsLess-frequent replenishments Lower human and logistics-relatedrisks Life extension of power generators



20

N EW E N E R G Y A P P R O A C H E S , B E T T E R O P E R AT I O N A L S E C U R I T YGREEN SERVICES

WE OFFER

Solutions to improve the energy efficiency of tactical communication and information systemsSolutions to reduce the logistics footprint of in-theatre fuel supply and associated risks to personnelHybridisation solutions for ancillaries on armoured vehicles and in sheltersDismantling of sensitive equipment User support and training in green attitudesReduction in environmental footprint

CUSTOMER BENEFITS

R E F E R ENC E S

21

Virtualisation of computer workstations for ISAFin AfghanistanDismantling of ISAF infrastructures in AfghanistanHybridisation of ancillaries on VAB vehicles(France)Dismantling of SOCRATE network sites (France)Destruction / reclamation of sensitive electronicscrap (France)Silent operation mode (power

generators off)Operational discretionReduced fuel requirementsLess-frequent replenishments Lower human and logistics-relatedrisks Life extension of power generators



22

SECURING THE SOURCING AND AVAILABIL ITY OF CRITICAL TECHNICAL SUPPLIESM A N A G E D S U P P L Y C H A I N S

WE OFFER

Engineering of logistics networksLife cycle management of technical products (replacement parts and consumables)PART>Log application suite dedicated to management of critical supply chains Information securityBilling linked to performance and/or usage

CUSTOMER BENEFITS

R E F E R ENC E S

Real-time visibility across logistics operationsEffective management of the life cycle, configuration,quality and availability of supplies Reduction in overall supply chain costs through betteranticipation of requirements, information-based managementand adoption of best practices with specialist partnerscommitted to customer satisfaction

Improved equipment maintenance and in-transitoperationsReduction in inactive inventory and immobilisedequipmentMore reliable maintenance schedulesMore accurate budget management

Management of complex supply chains in the theatre ofoperations (such as support of IT infrastructure andcommunication systems for ISAF in Afghanistan)Globalised worldwide support for the MATILDE network(France)Supply chain management dedicated to reverse logisticsfor electronic equipment installed on Navy vessels (France)



22

SECURING THE SOURCING AND AVAILABIL ITY OF CRITICAL TECHNICAL SUPPLIESM A N A G E D S U P P L Y C H A I N S

WE OFFER

Engineering of logistics networksLife cycle management of technical products (replacement parts and consumables)PART>Log application suite dedicated to management of critical supply chains Information securityBilling linked to performance and/or usage

CUSTOMER BENEFITS

R E F E R ENC E S

Real-time visibility across logistics operationsEffective management of the life cycle, configuration,quality and availability of supplies Reduction in overall supply chain costs through betteranticipation of requirements, information-based managementand adoption of best practices with specialist partnerscommitted to customer satisfaction

Improved equipment maintenance and in-transitoperationsReduction in inactive inventory and immobilisedequipmentMore reliable maintenance schedulesMore accurate budget management

Management of complex supply chains in the theatre ofoperations (such as support of IT infrastructure andcommunication systems for ISAF in Afghanistan)Globalised worldwide support for the MATILDE network(France)Supply chain management dedicated to reverse logisticsfor electronic equipment installed on Navy vessels (France)



24

ENSUR ING OPERAT IVE E F F IC I ENCYL E A R N I N G A N D T R A I N I N G

WE OFFER

Solutions to sustainably develop and support the technical and operational skills of defence and security forces Online and on-site training in secure communication and information systems and associated technologies andtechniques Training in cybersecuritySecure infrastructure for distance and on-the-move training Turnkey schools for training in the use of communication and information equipment and associated technologies SCOPE (Solution for COmmand Post Exercises): simulation-based training and rehearsal services for land forcescommand posts Management of training and operational preparation centres for land and security forces

CUSTOMER BENEFITS

R E F E R ENC E S

Skills maintained in line with technological standardsLower cost of personnel training and preparation Increased operational effectivenessCost-effective support for the regular rotation ofpersonnel

Training in networks and security for Ministry of Defencepersonnel (France)Training for land force command post personnel (France)Learning and training for land force units (export)Training for operation and maintenance for a broad rangeof equipment and systems



24

ENSUR ING OPERAT IVE E F F IC I ENCYL E A R N I N G A N D T R A I N I N G

WE OFFER

Solutions to sustainably develop and support the technical and operational skills of defence and security forces Online and on-site training in secure communication and information systems and associated technologies andtechniques Training in cybersecuritySecure infrastructure for distance and on-the-move training Turnkey schools for training in the use of communication and information equipment and associated technologies SCOPE (Solution for COmmand Post Exercises): simulation-based training and rehearsal services for land forcescommand posts Management of training and operational preparation centres for land and security forces

CUSTOMER BENEFITS

R E F E R ENC E S

Skills maintained in line with technological standardsLower cost of personnel training and preparation Increased operational effectivenessCost-effective support for the regular rotation ofpersonnel

Training in networks and security for Ministry of Defencepersonnel (France)Training for land force command post personnel (France)Learning and training for land force units (export)Training for operation and maintenance for a broad rangeof equipment and systems


O p e r a t i o n S e r v i c e sArchitect, integrator and operator of service solutions for defence and security

26 27

As a trusted outsource partner, Thales offers mission-critical service solutions for defence, security forces, and large

organisation at national and international levels.

RISK TRANSFER UNDER PERFORMANCE-BASED AGREEMENTS

From service design in line with specific customer requirements to necessary upgrades and dismantling of equipment

and systems, Thales assumes responsibility for the technical solution throughout its entire life cycle. We work with

customers and end users to define a catalogue of customised services delivered under performance-based agreements.

We operate the solution, maintain it and provide logistics support. We also assume the risks associated with the

availability of technical skills and resources.

MULTI-YEAR AGREEMENTS WITH TIGHT COST CONTROL

By managing the project throughout its life cycle, Thales offers a comprehensive and cost-effective approach,

constantly seeking the optimum balance between technical performance, operational organisation and support.

This approach also enables us to offer solutions on a pay-per-use basis.

FASTER AND MORE RESPONSIVE

Whether responding to urgent operational requirements or

providing users with the new services they need, Thales assumes

overall responsibility for the solution, enabling us to reduce

lead times and be much more responsive compared to

conventional 'ownership-based' procurement approaches.

THALES SOLUTIONS

Secure communication and information services

Operation of security systems

Capability provision


O p e r a t i o n S e r v i c e sArchitect, integrator and operator of service solutions for defence and security

26 27

As a trusted outsource partner, Thales offers mission-critical service solutions for defence, security forces, and large

organisation at national and international levels.

RISK TRANSFER UNDER PERFORMANCE-BASED AGREEMENTS

From service design in line with specific customer requirements to necessary upgrades and dismantling of equipment

and systems, Thales assumes responsibility for the technical solution throughout its entire life cycle. We work with

customers and end users to define a catalogue of customised services delivered under performance-based agreements.

We operate the solution, maintain it and provide logistics support. We also assume the risks associated with the

availability of technical skills and resources.

MULTI-YEAR AGREEMENTS WITH TIGHT COST CONTROL

By managing the project throughout its life cycle, Thales offers a comprehensive and cost-effective approach,

constantly seeking the optimum balance between technical performance, operational organisation and support.

This approach also enables us to offer solutions on a pay-per-use basis.

FASTER AND MORE RESPONSIVE

Whether responding to urgent operational requirements or

providing users with the new services they need, Thales assumes

overall responsibility for the solution, enabling us to reduce

lead times and be much more responsive compared to

conventional 'ownership-based' procurement approaches.

THALES SOLUTIONS

Secure communication and information services

Operation of security systems




28 29

S E C U R E C O M M U N I C AT I O N A N D I N F O R M AT I O N SERVICES

WE OFFER

Managed Services, including engineering, supply,integration, deployment, operation, maintenance andsupport of resilient and secure end-to-end solutions:

Humanitary operations

Military and intelligence operations

Crisis management centres and rapid action units

Transportation and logistics

Coastal and border surveillance

Public security

Training camps

CUSTOMER BENEFITS

Response to permanent communication and information capability requirements aspart of multinational operations

Cost control and availability

Response to urgent operational requirements

Inter-agency or government level service contracts

Performance-based and pay-per-use agreements

R E F E R ENC E S

Secure communication and information services in support to ISAF in Afghanistan since 2007

General Staff of the Joint Armed Forces (EMA) and French defence procurement agency (DGA)(for the French "Pentagon")

Total support and support to operation of the SYRACUSE secure satcom system for 18 years (France), etc.


THE TRUSTED OPERATOR OF MISSION-CRITICAL INFRASTRUCTURE, TAILORED TO THE SPECIFIC NEEDS OF DEFENCE AND SECURITY FORCES, AND LARGE ORGANISATIONS


28 29

S E C U R E C O M M U N I C AT I O N A N D I N F O R M AT I O N SERVICES

WE OFFER

Managed Services, including engineering, supply,integration, deployment, operation, maintenance andsupport of resilient and secure end-to-end solutions:

Humanitary operations

Military and intelligence operations

Crisis management centres and rapid action units

Transportation and logistics

Coastal and border surveillance

Public security

Training camps

CUSTOMER BENEFITS

Response to permanent communication and information capability requirements aspart of multinational operations

Cost control and availability

Response to urgent operational requirements

Inter-agency or government level service contracts

Performance-based and pay-per-use agreements

R E F E R ENC E S

Secure communication and information services in support to ISAF in Afghanistan since 2007

General Staff of the Joint Armed Forces (EMA) and French defence procurement agency (DGA)(for the French "Pentagon")

Total support and support to operation of the SYRACUSE secure satcom system for 18 years (France), etc.


THE TRUSTED OPERATOR OF MISSION-CRITICAL INFRASTRUCTURE, TAILORED TO THE SPECIFIC NEEDS OF DEFENCE AND SECURITY FORCES, AND LARGE ORGANISATIONS


30 31

O P E R A T I O N O F S E C U R I T Y S Y S T E M S

WE OFFER

Supply, integration, deployment, operation andmaintenance of tailored solutions to protectpeople and property

Surveillance and continuous adaptation of securityat sensitive sites

Surveillance of prisons

Surveillance of persons under electronic taggingschemes

Supply chain security for sensitive goods

CUSTOMER BENEFITS

R E F E R ENC E S

Provision of an electronic surveillance solution to support theexecution of court rulings (France)

Security for the strategically important Balard facility in Paris (the French "Pentagon")

Sensitive site managed security (Export)

R I SK T RANSFER UNDER P ER FORMANCE - BASED AGREEMENTS


End-to-end security supervision

Optimised budgets

Transfer of technical and logistics-related risks underperformance-based agreements

Pay-per-use mechanism


30 31

O P E R A T I O N O F S E C U R I T Y S Y S T E M S

WE OFFER

Supply, integration, deployment, operation andmaintenance of tailored solutions to protectpeople and property

Surveillance and continuous adaptation of securityat sensitive sites

Surveillance of prisons

Surveillance of persons under electronic taggingschemes

Supply chain security for sensitive goods

CUSTOMER BENEFITS

R E F E R ENC E S

Provision of an electronic surveillance solution to support theexecution of court rulings (France)

Security for the strategically important Balard facility in Paris (the French "Pentagon")

Sensitive site managed security (Export)

R I SK T RANSFER UNDER P ER FORMANCE - BASED AGREEMENTS


End-to-end security supervision

Optimised budgets

Transfer of technical and logistics-related risks underperformance-based agreements

Pay-per-use mechanism


32 33

C A P A B I L I T Y P R O V I S I O N

WE OFFER

Customisable solutions for mobile use or integrated onvehicles or other platforms:

Multirole armoured vehicle fleets upgraded withintegrated combat systems

Costal, border and anti-piratery service solutions

Aircrafts and UAV for land border surveillance, tacticalintelligence, and as tactical communication relay

CUSTOMER BENEFITS

Rapid contractual provision of turnkey operational capabilities

Full support provided by Thales, ensuring the operational availability of all systems, vehiclesor platforms covered by the contract

Risk transfer under performance-based agreements

Billing on a pay-per-use basis and Public-Private Partnership (PPP) scheme

R E F E R ENC E S

UAV-based surveillance capability in the theatre of operations under an imagery-by-the-hour agreement (United Kingdom)

Simulator-based crew training on a cost-per-hour basis

Armoured vehicles upgraded with systronics solutions for area surveillance / security and secure troop transportation

Secure communication systems dedicated to crisis management for critical infrastructure operators (energy, transportation, etc.)

RAP ID LY DEP LOYAB LE SOLUT IONS UNDER PAY- P ER -USE AGREEMENTS



32 33

C A P A B I L I T Y P R O V I S I O N

WE OFFER

Customisable solutions for mobile use or integrated onvehicles or other platforms:

Multirole armoured vehicle fleets upgraded withintegrated combat systems

Costal, border and anti-piratery service solutions

Aircrafts and UAV for land border surveillance, tacticalintelligence, and as tactical communication relay

CUSTOMER BENEFITS

Rapid contractual provision of turnkey operational capabilities

Full support provided by Thales, ensuring the operational availability of all systems, vehiclesor platforms covered by the contract

Risk transfer under performance-based agreements

Billing on a pay-per-use basis and Public-Private Partnership (PPP) scheme

R E F E R ENC E S

UAV-based surveillance capability in the theatre of operations under an imagery-by-the-hour agreement (United Kingdom)

Simulator-based crew training on a cost-per-hour basis

Armoured vehicles upgraded with systronics solutions for area surveillance / security and secure troop transportation

Secure communication systems dedicated to crisis management for critical infrastructure operators (energy, transportation, etc.)

RAP ID LY DEP LOYAB LE SOLUT IONS UNDER PAY- P ER -USE AGREEMENTS



34 35

CUSTOMER SERVICE AND SUPPORT THROUGHOUT THE L IFE CYCLE OFCOMMUNICATION EQUIPMENT AND SYSTEMS


Upgrades and service-lifeextensions


In-theatre assistanceSupport centres

Performance-Based Logistics solutionsManaged Supply ChainsGreen servicesLearning and trainingSecure communication and informationservices

Operation of security systemsCapability provision

Green servicesUpgrades and service-lifeextensions




34 35

CUSTOMER SERVICE AND SUPPORT THROUGHOUT THE L IFE CYCLE OFCOMMUNICATION EQUIPMENT AND SYSTEMS


Upgrades and service-lifeextensions


In-theatre assistanceSupport centres

Performance-Based Logistics solutionsManaged Supply ChainsGreen servicesLearning and trainingSecure communication and informationservices

Operation of security systemsCapability provision

Green servicesUpgrades and service-lifeextensions



CUSTOMER SERVICE & SUPPORT

The Critical Services Partner

w w w . t h a l e s g r o u p . c o m

Tem

ps P

rése

nt -

© T

hale

s -

2012

- T

his

leaf

let c

anno

t be

cons

ider

ed a

s a

cont

ract

ual s

peci

ficat

ion

- Ph

oto

cred

it: ©

Tha

les,

© E

lise

Seve

re

Thales Communications & Security4, Avenue des Louvresses – 92622 Gennevilliers Cedex – France

Documents

CUSTOMER SERVICE & SUPPORT The Critical Services … · CUSTOMER SERVICE & SUPPORT The Critical Services Partner ... Configuration management, ... CU STOM ERB N FI