National Support Organization

Discussion overview

• Walkthrough of the organization• Strengths and weaknesses• Services we offer• Current service levels• How to nationalize the organization• How to reduce costs w/o affecting service• Overall strategy• “Where we’ve been, where we’re going”

Walkthrough of the Organization“Who we are”

Walkthrough of the Organization“Who we are”

• Experience levels (on average):

• Certifications:

Sr. Mgmt DTM Sys Admin Techs

13 years 14 years 11 years 13 years

MCSE MCSA MCDST MCP

8 11 17 47

A+ Network+ Project+ Security+ ITIL CNA/CNE

8 4 2 5 1 2

Walkthrough of the Organization“Recent IPM goals”

• Metrics• Cross training• Brown-bag lunches• Certifications

Walkthrough of the Organization“Our support environment”

• 85 offices across the country• 3,800 clients• Standardized hardware and software• Dell notebooks, desktops, and servers• Microsoft Windows XP operating system• Microsoft Office 2003 Professional

• 3,000+ software titles

Walkthrough of the Organization“Our support environment”

• Software license pools• New offices, relocations, and expansions• Video conferencing • 20 sites standardized on Polycom hardware

with dedicated circuits

• Blackberries and broadband air cards

Strengths

• Experience / skillsets• Customer service• Ability to get/keep our clients chargeable• Collaboration and teamwork• Collective talents• Knowledge of client-driven applications• Proactive monitoring of equipment and

environment

Impacts PBS&J’s bottom line

Areas for improvement

• CADD• Remote office support• Standardization

Services we offer

• Remote and on-site installation and support• After-hours maintenance and support• Technology hardware support• Remote access support• Home offices, hotel offices, client-side offices

• Office planning• Relocations, expansions, closings

Services we offer

• Software licensing, inventory, and supportMicrostation Geopak ArcGIS AutoCAD InDesign CS2

Photoshop HEC-RAS FDOT client Acrobat BDE

Civil 3D SelectCAD Illustrator Flowmaster Office 2003

Windows AEView Civil InRoads Project Primavera

Crystal Reports

HCS StormCAD STAAD Pro GuideSIGN

FloodMap VISSIM XPSWIMM SureTrak EPASWIMM

WinBDS SewerCAD ICPR SAP SignCAD

WordPerfect H2ONET XTOOLS MDX MWH

Services we offer

• Consultant role to technology issues• Data backup/restore/recovery operations• Severe weather preparations• Disaster recovery• Company mergers and acquisitions• Telephony moves, adds, changes• Asset inventory

Service levels

• 47 employees in national support• 1,800 support requests per week• 68.5% weekly closed request ratio• How requests get to national support• 30% via online help desk• 10% via toll free phone number• 38% via in-person communication• 22% via application auto-generation

Nationalize the Organization

• Continue standardizing the enviornment• Expand the Help Desk using VoIP• CADD license pooling• Control the desktop via GPO

Reduce costs w/o impacting service

• Computer, printer, fax assets• Distribution, allocation, procurement• Does 45% of population need a notebook?• Reduce trickle down

• Webex• Asset management and disposal

Reduce costs w/o impacting service

• POTS line based fax machines• User education and training• Local printers / 3rd party printer services• Virtualization• Centralized data backup• NAS instead of file servers

Overall strategy

• Maintain chargeability of our clients• High level of satisfaction• Courteous, knowledgeable support• Reliable systems

• Provide a productive computing platform• Keep PBS&J’s edge on competition

• Continue our staff’s professional growth• Reward and retain valuable employees

“Where we’ve been, where we’re going”

• Minimum hardware recommendation• Enterprise-wide deployments• Risk and Emergency Management (REM)• Security Initiatives• Consolidation / virtualization• Community Involvement – KidsCLASS• Centralized backup• Wide Area File System

Questions?