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Data Center Maintenance
Our customer a large federal agency with over 15,000 employees and operates several data centers with thousands of information technology products from many different Original Equipment Manufacturers. The equipment included legacy systems that were over twenty years old, some even end of life to the latest state of the art equipment from major manufacturers such as Cisco, IBM, HP, NetApp, Dell EMC and many more. The customer was not receiving the level of support from some manufacturers needed to keep their system fully operational. They also were unable to get support on legacy systems and had difficulty managing warranty service contracts. The number of service contracts grew significantly, and constant expiration of service contracts, it became a huge drain on personnel resources to manage. As a result, the customer was unable to keep costs under control and properly forecast future maintenance costs.
Nationwide Depot Repair Supports
Our customer operates 15,000 sites located throughout the United States. They utilize over 2,500 a self-service 24×7 revenue generating kiosk systems distributed throughout the United States. The Kiosks needed to be modular and serviceable by the customer’s employees without using any tools. The only tools they could use were their hands. The Kiosks are to be designed with large thumb screws and levers so the defective parts can be easily removed and replaced. Our customer required a complete logistics and repair process to be defined to allow the system to be fixed as soon as possible. The repair and replacement process consists of the customer performing an exchange of a defective element with an element supplied from the stock of spare parts located at their spare parts distribution center. Our customer also required a facility that would be responsible for receiving failed components, problem determination diagnostics, repair, operational validation, and return to ready inventory stock.
Nationwide Field Service
Our customer has more than 2,450 federal offices widely distributed throughout the United States and its territories, running mission critical IT systems supporting their end customers. The mission critical systems supported a financial application that provided over 39 billion in loans to business owners. Our customer needed to find a solution partner with the experience, expertise, processes, field service capabilities and supply chain depth to ensure these critical systems remained operational 24x7x365.
Data Center OEM Maintenance Management
Operating a large data center running mission critical systems and having the necessary resources who have the bandwidth and understanding of the OEM, their service and support organization, licensing arrangements and the most cost effective comprehensive coverage for their data center can be extremely difficult. This Federal agency did not have the personnel available to dedicate the time on a regular basis to guarantee they were receiving the maximum value and benefits from their OEM provider. In addition, the support was lacking in critical accountability. As with all IT operations, they needed service and support when a request was made, without question and without excuses.
Our customer is a multiple award Indefinite Delivery/Indefinite Quantity (ID/IQ) contract setup for the purpose of fulfilling a broad range of commercial information technology (IT) requirements throughout their enterprise. Over the life of this contract the customer anticipated purchasing a substantial amount of non-desktop IT supplies and related software. The intent of this ID/IQ program is to achieve economies by significantly reducing procurement lead-times, promote adequate competition among pre-selected highly rated suppliers, and achieve agency goals in utilizing small business concerns.
Data Center Efficiency
According to the Department of Energy, in 2014, data centers in the U.S. consumed an estimated 70 billion kWh, 1.8% of total U.S. electricity consumption. Federal agencies were mandated to reduce energy consumption in the data center. Our customer had to target a Power Usage Effectiveness (PUE) of 1.5, which is the ratio of how efficiently a computer data center uses energy in their data center. Our customer, under the direction of the CIO now had to initiate and promote data center energy optimization, efficiency, and performance. Our customer was seeking new data center technologies to lower their PUE so they could meet the mandated requirements.
Our customer operates several legacy OEM systems that are over 15 years of age. These systems support their entire organization of over 15,000 employees and are accessed by customers twenty four hours per day seven days per week. The systems are mission critical and responsible for generating more than half of their annual revenue. The customer is in process of migrating the systems to an open platform but is encountering delays due to intricate application code developed many years before. The systems while having many redundant hardware features, the operating system and applications are not. Our customer needs an interim solution that will help them provide an immediate failover solution should an outage on a system occur.
RFID Asset Management
Our customer maintains more than 115,000 assets-including IT and AV equipment, photocopiers, hubs, iPads, printers, routers, servers and televisions-at its various locations. Our customer falls under a major Federal Department which requires all bureaus and offices to inventory assets annually.
To meet the Department’s mandate on time, the agency’s property managers conduct comprehensive inventory counts four times annually. Property managers include senior-level executives and GS 14- and 15-level employees. These employees spent roughly 7,700 hours a year managing assets rather than performing their main job function. This time-consuming the asset-inventory process was directly impacting the agency’s mission. Our customer was seeking an intelligent RFID enabled asset tracking system that speed inventory times, increase accuracy and free up resources required to conduct the inventory.
Storage and Backup
Even though our customer’s storage environment was designed with highly available, high performance storage technology, a component of the storage infrastructure experienced an outage that caused a number of mission critical systems to go down, which has significant cost implications in terms of downtime and lost productivity. To address this issue, and to realize operational and configuration efficiencies, the customer sought to procure private cloud storage. The scope of work entailed complete contractor ownership, design, support and maintenance of storage infrastructure at multiple data centers.
Enterprise End-Point Storage and Backup
Our customer recently finished a desktop/laptop deployment with Microsoft Windows 10 with over 14,000 users. The new deployment would require backup of each desktop/laptop to a main storage system. The legacy system in place had reached its end of life and was incapable of supporting both the old desktops/laptops using Microsoft Windows 7 and Microsoft Windows 10. Our customer was seeking a solution that would allow them to keep using its legacy system to support the Windows 7 user community while also supporting the new Windows 10 users that were and will be migrated to Windows 10.
Asset Lifecycle Management
Certified IT Asset Destruction
Our customer has more than 2,450 federal offices widely distributed throughout the United States and its territories, running mission critical IT systems supporting their end customers and agency mission. This agency migrated to a centralized services model resulting in the need to develop an End of Life strategy and solution to address thousands of IT systems and hundreds of thousands of peripheral supporting elements located in the field office. The effort would require inventorying, decommissioning, de-installation and certified destruction. In addition to the significant logistics needs, all systems and peripherals had to be inventoried and decommissioned in less than nine months to meet executive management project goals.
Our customer has the responsibility to implement and maintain an asset management system. Accountability includes the safeguarding, financial reporting, and accurate physical location of an asset throughout its entire life span in their organization (i.e., from receipt through disposal). Our customer requires support to perform regular and routine audits of each and every asset. The inventory will need to be reconciled to the asset management system and be maintained with 100% accuracy.
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