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22 Back Government, Maintenance Program

Federal Department of Defense (DOD)

Seamless transition involving direct hires and subcontractors across 14 states

Challenge
NTS successfully answered a DOD agency’s Request for Proposal in October 2004. Because of the critical nature of security within the DOD, this agency sought a responsible vendor partner to provide a thorough and comprehensive maintenance program for its mainframes, SUN/Unix equipment, desktops, laptops, printers and peripherals while maintaining a high level of confidence that security needs would be given the highest priority. This combat support agency is primarily responsible for coordinating and fielding net-centric solutions. It provides global solutions for the nation’s troops and their units in the field. The requirements included providing hardware maintenance support to an extremely diverse multi-vendor, multi-product environment at Computer Operations Centers spread across 14 states and the District of Columbia. The requirements also included asset management, technical support, fixed-rate hardware maintenance programs, emergency time and material services, relocation services, and standby maintenance services on an around-the-clock basis.

Solution
NTS formed a strategy that involved direct hires and subcontracting with the incumbent to ensure a seamless transition without jeopardizing Service Level Agreements. NTS’ success in the formation of this partnership actually delighted the agency, and we were able to commence service a full 30 days in advance of expected service delivery.

NTS strategically placed spare parts and loner units across the 14 states to insure maximum uptime, technician productivity, and service level compliance. NTS works with the agency’s representatives to report daily call activity updates. Our staffs of engineers and support, and administrative personnel are available 24 hours per day to quickly diagnose and remediate a host of requests across the nation.

NTS implemented contracting policies and procedures to administer, monitor and accept the daily changes to the equipment base in coordination with our assigned Contracting Officer Representative (COR).

NTS won this contract in October of 2005 and continues to perform today. Additionally, the agency has suggested that we use it as a reference for other federal opportunities due to its very favorable experience in working with NTS.

Benefits
Agency and NTS management personnel meet regularly to discuss service trends and concerns, future planning and coordination, incremental business needs, compliance measurements, and overall customer satisfaction. NTS has received high marks for contract compliance, flexibility, culture adjustment, attention to detail and quality of work.

The agency has been able to leverage our vendor authorizations and geographical reach, utilizing NTS to seek out improved repair strategies on its equipment, which includes Dell and other OEM products.

NTS’ local decision-making authority, cost effectiveness, flexibility and technical expertise have allowed the agency to find creative ways to extend equipment life, improve asset allocation and reduce total cost of ownership.