Telecommunications Past Performance
US Army Reserve (USAR) Telecommunications Support Program
The A&T Team provides project management and 24x7 telecommunications services for the U.S. Army Reserve’s (USAR’s) 850-plus nationwide locations. The A&T Team provides:
• 24x7 remote and on-site enterprise-level telecommunications support;
• System design, installation, and maintenance;
• Support for moves, adds, and changes (MAC);
• Problem resolution;
• Problem escalation;
• Status reporting;
• Routine and emergency maintenance and repair;
• A baseline inventory of telecommunication assets;
• Equipment purchases and installation;
• Technology consulting; and
• Invoicing services.
In addition, the A&T Team manages the migration of USAR’s VoIP and develops processes and test equipment to assist with the migration to VoIP. In the first two years of this contract, the A&T Team met all tasks and deliverables on schedule and within budget, and saved the USAR more than $6 million in expenses.
Site Surveys:
The A&T Team was tasked with performing site surveys at all nationwide USAR locations. These surveys provided both the A&T Team and the Government with an accurate database of all lines, trunks, and communication assets, as well as cable plant identification. These site surveys enabled the A&T Team to determine the compliance of these facilities and their abilities to support future voice, data, and video requirements of the USAR. Due to the number of nationwide locations, the A&T Team engineered the USAR’s telephony system to allow for remote management. By provisioning, operating, and maintaining Ethernet and wireless network hardware, firmware, and software, virtual private network (VPN), and other remote access solutions, the A&T Team was able to provide the remote management solutions that USAR required.
Managed Telecommunications Services:
The A&T Team provides managed telecommunications services for the USAR, including PBX installation services and maintenance support for more than 600 PBXs and 30,000 lines throughout 800 worldwide Reserve locations, as well as 24x7 help desk support with a 4-hour maximum response time. To date, the A&T Team has installed 45 Nortel PBXs and has provided PBX maintenance and upgrade services for numerous other legacy systems including Alcatel®, AT&T®, and Avaya®, among others. The A&T Team developed and is maintaining a baseline inventory of USAR telecommunications assets. Strict processes capture service location, provider information, service level, contract cost, description, and life cycle for inclusion in the inventory database resulting in a 23 percent overall savings in telecommunications costs. Significantly, the A&T Team is currently developing the processes and testing equipment to migrate USAR to VoIP service.
Service Level Agreements:
The A&T Team negotiates and administers service level agreements (SLAs) with vendors on behalf of the USAR. The A&T Team negotiates with equipment and service providers to obtain best cost/best value for all telecommunications assets to support the USAR. Our processes capture the following information for inclusion in our inventory database:
• Service location;
• Provider information;
• Service level;
• Contract cost;
• Description; and
• Life cycle.
Security:
From a security standpoint, the A&T Team plans to install equipment and personnel to log and monitor all incoming and outgoing calls, as well as voice firewalls to halt backdoor intrusion from the public switched telephone network (PSTN). Because of the A&T Team’s efforts, the USAR can achieve cost savings, focus on core business, initiate rapid force deployment, ensure contract compliance, manage inventory, eliminate redundancies, and automate its operational processes.
Customer Satisfaction:
The A&T Team employs an Account Manager who works with the project managers to ensure projects comply with all contractual and project requirements. The Account Manager meets weekly with the client and ensures the A&T Team exceeds customer expectations whenever possible. USAR has shown solid satisfaction with the A&T Team throughout the duration of this contract and its subsequent extension.
Business Relationship:
The A&T Team works closely with the USAR CIO to investigate the most cost-effective and efficient approaches to consolidate services. The A&T Team also assists with streamlining USAR computer systems, applications, and networks while reducing acquisition and operating costs. The A&T Team’s advisors to the USAR CIO conduct systems analysis and integration studies, business case analyses, and cost-benefit analyses. From these, the A&T Team recommends implementation strategies, courses of action, and priorities to maximize USAR’s ROI. The A&T Team performs work against SLAs, and implements business process improvements throughout the network. To deliver successful performance and completion of all tasks, the A&T Team’s Technical/Project Managers apply the A&T Team Program Management Methodology (PMM), which is based on ISO 9001:2000 standards and proven, repeatable CMMI process improvement methodologies. Our use of the PMM ensures that services meet customer expectations and requirements.
Management Responsiveness:
The A&T Team implements the USAR-provisioned Microsoft Project to track and report all enterprise network operations projects. This methodology shows planned versus actual schedules, tasks, progress, and costs. The A&T Team submits weekly status reports that outline past and upcoming network operations activities. The A&T Team produces monthly consolidated service level indicator compliance grids that list the service area metric, reporting tool, required level of service, actual level of service, notification as to whether or not the indicator was met, and an explanation of the result reported for all service level indicators identified as part of the network’s daily operations and management. Our Project Manager, Account Manager, and Area Director review weekly and monthly problem reports and take corrective action on any deficiencies.
DHHS
United States Depaartment of Health and Human Services
BlackBerry Wireless Mobility Program
Due to the increased use of the RIM BlackBerry devices for its 12,000 users in carrying out day-to-day tasks and emergency response operations, the Department of Health and Human Services (DHHS) sought a Contractor who was capable of developing and then providing a Managed Wireless Mobility solution. An extensive interagency needs analysis was performed to assure that DHHS would meet its goal of providing reliable and cost effective Managed BlackBerry Services. As a direct result of that analysis A&T was selected as the DHHS preferred vendor for Agency purchases.
A&T Systems, Inc. (A&T) provided the design and implementation of a single reliable managed wireless mobility program that supports domestic and international voice and data services and integrates wireless mobility communications with information management environments for several agencies within DHHS. In partnership with T-Mobile, Nextel and RIM, A&T created a customized BlackBerry program, which is marketed under the trademarked name “TeamUSA.”
Under this program, TeamUSA created special configurations of T-Mobile hardware, software, maintenance and services that include program and device management; 24x7 help desk support, configuration and installation of mobile devices; activation and deactivation notification service; service monitoring and troubleshooting; billing and reporting; status reporting; customized software application development; network and infrastructure enhancements; documentation; repair and replacement of damaged/non-working units; order aggregation; and training.
Team USA provides agencies within DHHS with a wide range of voice and data applications support through their global presence and long standing relationships with domestic and international carriers such as Sprint, AT&T, and Qwest Communications; knowledge of the local carrier ordering processing and tariff issues; and application of 22 years of enterprise-wide telecommunications experience.