Transforming Government Operations Through IT & Business Best Practices

Services

RESULTS FOR GOVERNMENT

ORGANIZATIONSBASED ON PROVEN

SUCCESSES

On-Demand Dynamic InfrastructureReliable Outcomes

Highly Virtualized EnvironmentsLower CostsInnovations

LEVERAGING BESTPRACTICES LEADS TO:

Lower Cost & Risk. Higher E�ciency. Performance. Flexibility. Security.

TRANSFORMATIONDEMAND FOR

IMPROVED MISSION

OUTCOMES

Standard Infrastructure ServicesFixed Service Definitions

Diverse Computing Environments

How Best Practices Can Redefine Best Value for Government CustomersBest Practices Increase Efficiency and Effectiveness While Lowering Risk Most successful organizations have a track record of identifying, quantifying, benchmarking, and implementing best-in-class practices to make their enterprise stronger. By using a “Best Practices Approach,” your group can leapfrog past implementation and process challenges to build immediate operational advantages and gain long-term performance efficiencies. Taking advantage of proven, innovative, leading-edge tools and technologies offers the possibility of achieving true transformation without the associated learning curve and adoption risk. This established formula for success might be just the right strategy for your enterprise to meet mission goals while overcoming today’s challenges.

Applying Innovation Across Boundaries Commercial enterprises are usually the first to leverage cutting-edge technologies. Their quest to improve operations and gain competitive advantages means they are willing to accept the accompanying investment and risk. Using these same successes across organizational boundaries — taking what has been learned in private enterprise and applying it to government operations — can transform and energize public organizations to make them more efficient in achieving their mission.

As a leading IT services provider, Dell recognizes the value of accelerating adoption of best practice approaches while lessening risk and ensuring consistent outcomes. Part of our overall process is to develop and advance best practices from our most innovative engagements — practices that add benefits to just about any customer project.

Achieving Best-in-Class Results By utilizing tested-and-proven principles from Dell’s commercial sector successes, federal agencies can take similar advantage of transformative technologies and practices to achieve more predictable outcomes with reduced risks. Adopting and using best practices also means your organization will have a foundation in place to gain future advantages from emerging innovations, including on-demand infrastructure services, cloud computing, virtualization, and green IT.

Benefits for Government Customers Dell successfully adapts our commercial best practices to the government environment. Dell Services Federal Government currently provides IT services to more than 30 agencies, including each branch within the DoD. Through knowledge gained from past and current engagements, we have deep levels of skills and sensitivities that help ensure success in the government sector.

• We understand current policy and regulation mandates.

• We know the stresses and forces impacting current systems.

• We look to enhance and sustain established programs and initiatives.

• We understand and can provide specialized expertise.

• We can introduce best solutions incrementally to ensure acceptance and meet budget limitations.

• We can help develop a future vision of where your organization can go.

To increase long-term success and optimize your organization’s return on investment, Dell also uses proven communication, training, and implementation frameworks designed to raise project buy-in and increase acceptance by users, administrators, and IT staff.

Best Practices = Best Results

A best practice is defined as:

A technique, method, or process

that’s recognized as more effec-

tive at delivering a particular

outcome than any other tech-

nique, method, or process.

Best practices can be devel-

oped for reuse in similar

situations through:

• Benchmarking activities

• Identifying successful projects in other organizations

• Collecting lessons learned

• Documenting initiatives that were particularly effective

By applying innovations developed in the private sector, government entities can reap similar breakthrough-technology efficiencies without the early adopter investment and uncertainty.

Here Are A Few Examples Where Dell Brought Substantial Value To Government Operations Using Best Practices From Our Commercial Engagements. Improving Help Desk Efficiency and Supporting Readiness: Centers for Disease Control (CDC) The CDC is the premier public health agency in the United States, responsible for conducting and supporting health activities in the U.S. and throughout the world. Since 2003, Perot Systems Government Services, Inc., an indirect wholly-owned subsidiary of Dell, Inc. (Dell Services Federal Government), has provided a broad range of IT infrastructure support services under an ITES 2S contract for more than 14,000 CDC personnel at locations in the U.S. and more than 30 other countries. We borrowed from our commercial best practices portfolio to successfully manage quality and delivery processes against Service Level Agreements (SLAs). These metrics-based indicators provide benchmarks and track performance standards, which our company consistently meets or exceeds.

We also used established project management approaches and experience gained from for-profit customer engagements to manage the agency’s initiative to stand up one centralized and fully automated CDC-wide service desk by consolidating 14 existing stand-alone help desks. In addition, we led projects to transition mail systems to an industry-recognized HHS platform, implement laptop standardization with encryption, and deploy an OS upgrade for all PCs.

> Summary of Best Practices: SLA standards. Benchmarking metrics. Technology automation.> Results: Improved efficiency. Tighter performance governance. Centralized help desk.

High Tech Service Support: Fort Monmouth, NJ (U.S. Army) Fort Monmouth is the center of gravity for the development of the Army’s Command and Control, Communications, Computers, Intelligence, Sensors, and Reconnaissance (C4ISR) systems. Under ITES and ITES 2S contracts, Perot Systems Government Services, Inc., an indirect wholly-owned subsidiary of Dell, Inc., provides support and services at Fort Monmouth for 10,500 workstations, 1,800 Blackberry devices, 1,500 network printers, and 225 servers used by over 9,500 users in more than 100 buildings.

To manage the program and provide added value for the U.S. Army, we used prescriptive practices that originated in our commercial engagements to develop and implement a disciplined Program Management Plan, Quality Assurance Plan, and other SEI CMMI Level 3 documentation. Our Tier 1-3 Service Desk responds to more than 5,000 user support calls each month, and our robust Tier 1 Service Desk regularly achieves better than a 65 percent rate of first-call resolution with enhanced customer satisfaction — a metric that is well above normal, even in the commercial sector.

As a part of this engagement, we established ITIL-compliant Service Level Agreements around service management with incentives and disincentives. For a period of over 18 months, we met or exceeded 100 percent of the contract’s performance metrics.

> Summary of Best Practices: ITIL standards. Program Management Plan. Quality Assurance Plan. CMII documentation. > Results: Greater efficiency. More first-call resolutions. Performance to SLAs. Customer satisfaction.

Improving Processing and Reporting: U.S. Citizenship and Immigration Services (USCIS) Dell, through its wholly-owned subsidiary, Perot Systems Government Services (Dell Services Federal Government), is providing a wide range of business process outsourcing (BPO) functions to help simplify operations for the U.S. Citizenship and Immigration Services (USCIS) Field Office Support Services (FOSS) Program. To measure and enhance performance across its supported Field Offices, our team has implemented several best practices.

We established and implemented a three-tiered set of management initiatives across each of the more than 60 supported field offices. These include: step-by-step Standard Operating Procedures (SOPs) processes for each routine task, a detailed job description that defines specific areas of accountability for field office operations, and the development of standardized training programs.

In addition, using the same types of Business Intelligence principles that drive efficiencies in the transaction-heavy commercial insurance sector, we introduced our FOSS-Insight portal software application that simplifies data collection at each Field Office and centralizes the collection and processing of data for each FOSS team member on a daily basis. Easy-to-use drop-down menus allow managers to select and customize reports by job category, task, location, work group, timeframe, or other option. Automated reports are now available in seconds instead of hours or days, which provides immediate performance data to benchmark and enhance overall productivity as well as determine the amount of support rendered to outside agencies such as ICE and CBP.

> Summary of Best Practices: Standard Operating Procedures. Business Intelligence system.> Results: Task uniformity and enhanced productivity. Better data analytics and decision-making.

New Challenges Require New Approaches

Government agencies are now

facing multiple performance

and cost challenges with added

emphasis on applying innovative

technologies to transform how

they work. Balancing budget

constraints with ever-increasing

demands for improving efficiency

and effectiveness is forcing lead-

ers to look beyond “business as

usual” and seek new strategies to

meet organizational missions.

Solutions proven in the pri-

vate sector can be used by

the government through best

practices to transfer superior,

long-term value results that:

• Transform and optimize performance and productivity

• Reduce risk by adopting tried-and-true approaches

• Achieve cost goals through smart applications of people, process, and technology

Dell is on the Leading Edge of IT Innovation

Dell invests heavily in core

research and is a recognized

leader in discovering, identify-

ing, infusing, and implementing

new and emerging technolo-

gies that drive performance

improvements. Through strategic

relationships, we work with the

most recognized technology

companies in the world, as well as

specialty niche players, to share

knowledge and forge the best

solutions for our customers.

The Dell DifferenceDell has long been a leader in delivering IT equipment and services for both commercial and government organizations. Dell does business with every Fortune 100 company, and our Dell Services Federal Government division provides IT and business process solutions for more than 30 major agencies, including the DoD. We use disciplined approaches and proven service delivery methodologies in each engagement.

Here are some of the processes and industry standards that Dell and its subsidiaries can use to help ensure the integrity of our methodology approaches:

• We adopted ITIL as a core practice framework long before it became the accepted industry standard.

• We use CMMI Maturity Level 3 practices for our applications development.

• We use a custom developed methodology based on the Project Management Institute’s (PMI) Project Management Body of Knowledge (PMBOK) to manage project, program, and portfolio activities.

• We are ISO 9001:2008 certified, and proud that our government services group is part of a larger organization that has achieved stringent ISO 20000 certification, the first international standard established for IT Service Management.

Our approach to best practices offers long-term advantages in achieving mission-critical objectives while controlling costs and risks. Our team of dedicated service professionals is committed to building, integrating, and delivering comprehensive solutions that meet immediate needs and sustain long-term results.

Setting Standards Across the IndustryWe work hard to keep our solutions portfolio ahead of the industry curve. Our offerings consistently help establish benchmarks for service delivery quality, availability, and performance, while at the same time reducing overall costs. Dell solutions are typically at the innovation forefront of enterprise computing, enterprise network, end-user computing, and information security.

Process Improvements that Exceed ExpectationsTo achieve predictable results within agreed-upon budgetary parameters and timelines, we use:

• Industry-certified best practices

• Recognized international standards

• Our own proprietary Dell delivery frameworks

• Experience developed across thousands of successful engagements

• Disciplined and proven process methodologies that guide our work during each project phase

Delivering World-Class Solutions, Driving Measurable ResultsDell offers a full range of services and solutions that support your mission goals and business imperatives. From business consulting, and application and business process services to a complete offering of infrastructure support services, Dell provides the capabilities you need to transform your processes, helping your enterprise to thrive.

For more information about any of our service offerings, please contact your Dell representative or visit dell.com/services.

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