Task Area 2 - Outsourcing
The objective of the outsourcing task is to provide the information technology (IT) infrastructure and IT services required to assume management of government IT resources and IT business functions. A non-exhaustive list of examples of the type of work to be performed under this task area is:
- Program management
- Transition planning
- Management of call centers
- Hardware and software configurations
- Network operations and web management support
- Leasing of hardware and software
- Tools and applications (including application service provider)
- Infrastructure networking
- Capacity management
- Database administration and data storage management
- Backup and recovery services system console operations
- Production control
- Mission management support
- Information assurance
- Hardware/software maintenance
- Asset management
- IT acquisition management
- Technology infusion
- Desktop computing as a unified service
- Managed IT services support
- IT impact analyses
- Workflow management
- ISO 9000 analyses and implementation support
- Business processes
- Solution leasing
Technical Approach to Outsourcing
Our approach is the result of many years of experience in accomplishing diverse engineering and technological solutions, which were tailored to meet our customer’s unique needs.
- Requirements Capture
- Determine scope: functional/resource, geographical, technical, cultural
- Assess performance needs
- Determine metrics
- Manage cstomer communications
- Provide customer reporting
- Perform Due Diligence
- Meet with customer
- Visit sites
- Conduct inventories
- Assess current procedures
- Interview personnel
- Observe processes
- Validate assumptions
- Propose alternatives
- Customize SAIC’s Approach
- Tailor standard SW set-ups
- Establish bandwidth links
- Tailor standard processes
- Customize call queues
- Create remote support consoles and routines
- Organize and train staff
- Define unique protocols
- Plan Transition - Create Detailed Transition Plan
- Acquire HW and SW
- Gather resources
- Tailor standard processes
- Plan user training
- Generate schedule with customer
- Integrate with other activities
- Conduct Transition - Establish Communication Channels
- Educate users
- Conduct training
- Receive hardware
- Deploy teams
- Conduct phased integration
- On-going Operations
- Handle incoming calls
- Acquire/manage HW/SW
- Effect repairs
- Maintain service
- Schedule upgrades
- Assist/educate users
- Issue reports
- Monitor HW/SW
- Manage system security
- Monitor capacity
- Support web management
- Collect Customer Feedback
- Conduct user surveys
- Attend staff meetings
- Discuss metrics
- Make recommendations
- Conduct interviews
- Hold brown bag lunches
- Continual Process Improvement
- Compare process to industry standards
- Use root cause analysis
- Use trend monitoring
- Update processes
- Enhance SW/HW
- Update staff/recommend training
- Implement oversight recommendations