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DELL™ SERVICE & SUPPORT
FOR THE
NYC DOE PCS PROGRAM
PCS Vendor Fairs June 3 & 4, 2009
May 27, 20091
2
Awarded the #1 Position in the PCS Program – Supporting Central Offices and all five boroughs
Most Experienced Support Provider– Since 2003 providing implementation, project management, maintenance support, technical consulting and training
High marks on 2008 Satisfaction Survey* – 88% of principals were satisfied or very satisfied with Dell onsite support
Committed to providing high level of service – The program may have changed, but Dell is still committed to providing that same great level of service the NYC DOE has come to expect
* November/December 2008
Dell at the NYCDOE
BASIC . STANDARDHOW DO THE PROGRAMS COMPARE?
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PCS Services Basic Standard
In-Warranty Hardware Repair Inc luded Inc luded
Asset Recovery Services Inc luded Inc luded
Asset Tracking / Management Inc luded Inc luded
Out-of-Warranty Hardware Repair A la carte Inc luded
Third Party Coordination for
Hardware Delivery A la carte Inc luded
Installation A la carte Inc luded
Moves, Adds, Changes, Reconnects A la carte A la carte
Rent-A-Tech A la carte A la carte
Training A la carte A la carte
Project Management A la carte A la carte
Custom or Additional Services A la carte A la carte
PROGRAM BENEFITS
BASIC
• Less initial upfront costs• “Pay as you need”
services• Managed spend,
enabling schools to choose whether to purchase additional services as needed
• 2 day on site/5 day repair
STANDARD
• More comprehensive suite of services included upfront
• Allows for a more predictable annual spend
• Less administrative overhead for schools to manage
• Fewer per event costs• 1 day on site, 2 day
repair 4
PROGRAM PRICING BASIC
BASIC PROGRAM (YEAR 1)
DELL CONFIDENTIAL 5
Blend of Subscription and “as needed” Ala Carte services Subscription Services & Pricing (prices shown are monthly
subscription rates based on Core Hardware type):
PCS ServiceDesktop
PCLaptop/
Tablet PCServer Printer
Hardware Repair (In Warranty) $1.21 $2.30 $3.81 $2.37
Hardware Disposal or Retirement $4.13 $4.13 $4.13 $4.13
Asset Management $0.53 $0.53 $0.53 $0.53
PROGRAM PRICING BASIC (CONTINUED)
BASIC PROGRAM (YEAR 1)
DELL CONFIDENTIAL 6
Common Ala Carte services (partial list):
Rent-A-Tech Services also available– Varying skill levels: Field Engineer, Sr. Field Engineer, Project Manager, and
Certified Cisco Engineer
– Varying rates based on engagement period: 2 hours, 4 hours (½ day), 8 hours (full day), 40 hours (full week), 160 hours (full month)
Asset Tagging Service available; variable pricing based on the number of core hardware devices
PCS ServiceDesktop
PCLaptop/
Tablet PCServer Printer
Hardware Repair (Out of Warranty) $374.09 $374.09 $374.09 $420.86
Coordination for Hardware Delivery $47.08 $47.08 $47.08 $22.69
Hardware Installation & Integration $47.67 $47.67 $47.67 $28.05
PROGRAM PRICING STANDARD
STANDARD PROGRAM (YEAR 1)
DELL CONFIDENTIAL 7
Subscription pricing program combines the value of Basic services with important additional services
Provides broad coverage for the most common events & requirements (prices shown are monthly subscription rates based on Core Hardware type):
PCS ServiceDesktop
PCLaptop/
Tablet PCServer Printer
BASIC
Hardware Repair (In Warranty) $1.21 $2.30 $3.81 $2.37
Hardware Disposal or Retirement $4.13 $4.13 $4.13 $4.13
Asset Management $0.53 $0.53 $0.53 $0.53
STANDARD
Hardware Repair (Out of Warranty) $22.36 $17.58 $16.68 $19.08
Coordination for Hardware Delivery $9.38 $9.38 $9.38 $5.56
Hardware Installation & Integration $9.38 $9.38 $9.38 $5.00
Dell is changing the way - computing assets are designed, manufactured, operated, and disposed of to gain efficiency and cost savings while reducing the effect on the environment
Dell was the first IT company – to become carbon neutral We know schools – we know how to pick up obsolete
technology with no disruption to class work NYCDOE Passes Audits – When the EPA audits the DOE, they
pass every time! Asset Inventory Updates - Made timely and accurately Zero Landfill Policy – Means no
harmful environmental impact
DELL ASSET RECOVERY SERVICES120,000 PIECES AND 590 TONS LATER
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Rent-A-Tech - Experienced technicians, familiar with NYCDOE networks and IT policies, capable of complex installations and may hold technical certifications can be you part time staff – by the half day, day, week or month – an extra set of hands
Project Managers and Integrators - Professional project managers with skills in the area of planning, organizing, and managing IT projects. Familiar with running both school-based and district-size projects.
Trainers – Dell trainers know the needs of teachers and provide easy to use project based curriculum solutions. They deliver professional development sessions to principals, teachers, coaches and students in areas such as IT leadership and planning, robotics and instructional technology
DELL SERVICESWE KNOW THE NYCDOE
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TRAINING – ANY WAY YOU LIKE ITONLINE, INSTRUCTOR-LED, CUSTOM
Classroom with Instructor -Classroom with Instructor Professional Development and Training, also known as a “Workshop”
Includes face-to-face workshops for administrators, teachers, support staff, IT staff, and students held onsite at customer’s location or in a regional location.
• Dell Learning System and
Online Courses - PC and Desktop
Application courses in Microsoft® Office® ,
Adobe, etc.
• IT Training and Certification Courses - Focused
on managing an IT infrastructure.
• Educators' Professional Development Training
www.LearnDell.com/DLS
• PC and Server Basics - Covers
Windows and Mac operating systems, network
and printer connection file storage, and basic
troubleshooting
• installing software and creating image backups
• How to set up proxies, file storage, and
communicate with clients from the server.
• 3P Credit10
DELL TECHKNOW 2.0HANDS-ON TECHNOLOGY PROBLEM RESOLUTION
Dell TechKnow - is a free* curriculum program designed and offered by Dell to provide students in-depth technology literacy and 21st Century skills.
Students complete approximately 40 hours of hands-on training in which they learn technology concepts including how to identify, troubleshoot and resolve common IT problems for desktops, notebooks, and Tablet PC.
Students have the opportunity to apply these concepts in an instructional help desk environment where they operate, maintain and support computer hardware and software.
*District must supply the instructor ,any supplies, and equipment for students participating in the program
DELL CONFIDENTIAL 11
Notebook and Desktop Tools - Learn how to prepare and work with PCs in your school. – Managing configurations, installations and file organization
Basic Server Tools – Learn how to prepare and work with the servers in your school. – Both Windows and Mac workshops will be provided.
– Learn about proxies, storage and troubleshooting
3P Credit - receive the 30 hours of mandatory 3P credits (pending
accreditation)
Classes held locally - at your
school or a central location
SELECT DELL BY JUNE 12 RECEIVE FREE TOOLKIT FOR TECHIES TRAINING
Experience - Six years of delivering custom services to the DOE at a 98% service level attainment and implementation, project management, technical consulting and training
6+ Years of Proven Performance – 75,000 Installations
– 30,000 Service calls annually
Customer Satisfaction Rating – 4.8 out of a possible 5.0
High marks on 2008 Satisfaction Survey* – 88% of principals were satisfied or very satisfied with Dell onsite support
Technicians and Management Staff – know your environment and what it takes to deliver the service that you have come to expect and deserveall the time
WHY DELL?EXCELLENCE IN EXECUTION - PARTNERS IN EDUCATION
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(800) NYC-DELL
GOT QUESTIONS?CALL YOUR DELL TEAM
DELL CONFIDENTIAL 14
WE LOOK FORWARD TO SERVING YOU
THANK YOU
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