Services & Solutions
The SAIC Team's ability to deliver the technology solutions our clients need in the new century is unique. Our technology solutions enable breakthroughs in how our clients operate, how they create and deliver new products and services, how they work with their partners, and how they innovate. The SAIC Connections Team capabilities support GSA's plans to provide end-to-end solutions and one-stop shopping for GSA customers. SAIC and our Teammates have adopted a common approach in providing services under the Connections contract. This approach, known as the Common Approach to Systems Engineering (CATSE), provides a structured, repeatable, and predictable methodology for the delivery of services. A sample of the SAIC Team support services and solutions offering include consulting services, system design and integration, installation and testing, and operational support in the categories below.
Voice Communications:
- PBX Installation
- Wireless PBX Installation
- VoIP Installation
- Microwave System Installation
- Messaging System Installation (Voice Mail)
Data Communications:
Cable and Wire Management:
Voice and Video Conferencing:
- Install Video Conferencing to Conference Rooms
- Install Video Conferencing to Portable Terminals
- Install Video Conferencing to Desktops
- Install Voice Conferencing
Billing and Account Management Support:
Customer Service and Technical Support:
Additional Solutions:
Information Assurance:
- Virtual Private Networking
- Public Key Infrastructure/Public Key Enablement
- Intrusion Detection Systems
- Web Security
- Telephony Security and Management
Voice Communications:
- 1. PBX Installation
The SAIC Connections team offers PBX and key system solutions based on Nortel Meridian, NEC Corporation, NEAX, and Avaya Communications Definity product lines. Our team will provide any aspect of life-cycle support for voice as a solution, including:
- Requirements gathering and analysis for voice systems
- Development of a complete voice system design
- Acquisition, installation, and testing of voice systems, including cable and wire installation
- Ongoing operations and management of the voice system, including adds, moves, and changes, traffic use analysis, directory maintenance, and user support
- Maintenance services for voice systems, featuring remote maintenance management services through the SAIC Team members and voice Network Operations Centers (NOC) that provide services to a number of customers. Faults are reported automatically to the NOC and analyzed, and problem resolution is initiated without customer actions.
- 2. Wireless PBX Installation
The SAIC Connections team supports multiple vendor solutions to meet all facility wireless PBX requirements. Our team can provide solutions based on the following products: Nortel Meridian/Norstar Companion Personal Communication System (PCS) 1.9 GHz band, Spectralink 900 MHz band, Avaya Definity Wireless Business System (DWBS), Sprint PCS Integrated Office Campus Equipment using 3G CDMA, and Spectralink and Symbol 802.11b Wireless Internet Protocol using Cisco VoIP head-end components.
We will support conventional radio technology based solutions (e.g., Time Division/Demand Multiple Access [TDMA], narrow band), as well as Next Generation Information Network VoIP Wireless LAN (W-LAN) based solutions. Interoperability with existing PBXs, use of unlicensed spectrum within the facility, frequency availability, coverage patterns, and capacity will be the primary drivers for product selection, configuration, and deployment planning. The SAIC Team will procure, configure, install, integrate, test, and provide for operation and maintenance of each wireless PBX system. We will ensure that the system placement and component wiring have a minimal impact on the enterprise’s operations and visual aesthetics.
- 3. VoIP Installation
The SAIC Connections team offers solutions based on Avaya Communications, Nortel Networks, NEC, and Cisco Systems. We will design, integrate, install, test, operate, manage, and maintain the VoIP network either as a standalone or as part of a converged system.
The Avaya Enterprise class Definity IP solutions portfolio includes the Internet Protocol Communications Server G600 and Media Gateway G700, Media Server S8700
The Nortel Networks VoIP product solution we provide includes Call Pilot converged voice and unified messaging, Business Communications Manager, Meridian ITG Internet Telephony Gateway trunk which enables IP networking to the Succession Communications Server for Enterprise, and the Meridian ITG line side delivers Internet enabled functionality to Meridian 1 systems.
The NEC product solution we support includes the NEAX 2000 IPS that provides added functionality of peer-to-peer IP switching alongside TDM switching.
The Cisco VoIP product solution we provide includes Unity converged voice and unified messaging, Survivable Remote Site Telephony through Cisco IOS, Call Manager IP telephony call processing, Cisco Integrated Communications System 7750, Cisco VG200 VoIP gateway, and transcoding and conferencing services.
- 4. Microwave System Installation
-
The SAIC Connections team offers an end-to-end microwave systems solution to connect two or more locations that have high traffic volume or no other viable means of connectivity. We will provide all aspects of the life cycle for a microwave solution, including the following:
- Requirements gathering and analysis for the system
- Analysis of frequency availability, coverage patterns, potential interference, licensing concerns, line of site, and other design issues
- Development of a complete system design
- Acquisition, installation, testing, and integration of the system with legacy systems
- Ongoing operations and management of the system
- Maintenance services for the systems
- 5. Messaging System Installation (Voice Mail)
-
The SAIC Connections team will deliver voice mail systems with the required interfaces to the customer’s voice system. For unified messaging systems, we will deliver a turnkey, multi-channel voice messaging capability to enhance Lotus Notes/Domino or Microsoft Exchange functionality. This offering will enable Lotus Domino or the Microsoft Exchange Server to act as a repository for both voice and e-mail messages and extend full multimedia message management functionality to the client’s desktop. Further, the solution will provide users with access to e-mail messages from any touchtone telephone. We will provide the full range of services, including the following:
- Requirements gathering and analysis for the systems
- Development of a complete system design, including the correct sizing and configuration for the application
- Acquisition, installation, testing, and integration of the messaging system with legacy systems
- Ongoing operations and management of the system
- Maintenance services for systems
Data Communications:
- 1. LAN Installation
-
The SAIC Connections Team has the knowledge and experience to provide complete LAN, W-LAN, WAN, MAN, and SAN and messaging solutions. The SAIC Team approach includes LAN/WAN design, installation, implementation, and operations and maintenance solutions. The SAIC Team can provide complete life-cycle solutions to meet the customers’ requirements. The SAIC Team includes engineers trained and certified to support all LAN media and technologies (e.g., Ethernet, ATM, Fiber Distributed Data Interface, Token Ring, etc.). The SAIC Team supports all current WAN protocol and transmission standards (e.g., Transmission Control Protocol/Internet Protocol [TCP/IP], ATM, and SONet). Specifically, we offer solutions for:
- Network design
- Network installation, integration, and testing
- Network management
- NOC design, implementation, and fault, configuration, security, and performance management
The SAIC Team also provides a full range of training services. We can develop customer courses or provide off-the-shelf training solution components or total solutions. The SAIC Team is experienced in providing training for all levels of constituents, including end users, system managers, and operations and maintenance personnel.
- 2. Wireless LAN Installation
-
The SAIC Connections Team provides wireless LAN solutions utilizing Avaya Communications, Cisco Systems, and Nortel Networks product lines. Avaya’s Access Point is a LAN attached radio base station that serves as a gateway for wireless users to reach the wired LAN. With the use of outdoor parabolic antennas, the customer can take advantage of using a line-of-sight shoot to extend the network. If security is an issue, 128 KB Wired Equivalent Protocol can be used, or the Avaya VPN product portfolio using 3DES encryption can be used to secure data over a wireless link. The Cisco Aironet 350 series of wireless LAN products provides performance, security, and reliability with cost effective solutions for the Enterprise. The Cisco Aironet 340 series of wireless LAN products provides a standards based, field proven, high speed wireless networking solution for both in building and fixed wireless applications. The series includes a variety of client adapters, access points, and line-of-sight wireless bridges.
- 3. Messaging System Installation (Unified Messaging System)
- 1. Installation of Backbone Cable
-
The SAIC Connections Team will provide cable and wire management services to meet GSA customer needs using commercial off-the-shelf (COTS) products. The team will provide customized approaches for each customer’s needs and requirements. Our team will also manage GSA legacy cable and wiring systems.
- 2. Installation of Station Cable and Wiring
-
The SAIC Team has extensive experience in providing cable and wire management services over a broad range of applications and conditions, with capabilities in the areas of installation wiring and distribution cable, outside plant cable and support services, category 5/6 systems, and fiber optic cable systems. The SAIC Team has the capability to meet the provision, installation, test, certification, documentation, and warranty requirements for the types of cable (e.g., telephone, unshielded twisted pair (UTP), riser, fiber optic, and tube cable) in accordance with RFP requirements and as specified in each order. When tasked to perform, we will provide the following services and support:
- Underground distribution. We will prepare underground manhole/duct systems, install pull ropes, repair ducts, and identify cable routes and pedestal locations as necessary.
- Corrosion control. We will minimize corrosion inducing conditions, such as water retention, corrosive environments, and dissimilar metal contacts and use applicable protective coatings and finishes.
- Cable and component identification. We will install permanently affixed, easily identifiable, and legible identification tags for each wire and distribution component installed. We will properly identify and label both ends of each cable.
- Grounding and shielding. We will properly ground, bond, and shield the distribution system as required. We will use fault protection grounding techniques for broadband applications and active distribution components.
- Transient protection. We will provide transient protection, including lightning and surge protection for power and signal cables and electronic equipment as specified in the order and as required by local codes and industry practice.
Cable and Wire Management:
Voice and Video Conferencing:
- 1. Install Video Conferencing to Conference Rooms
-
The SAIC Connections team delivers high quality, integrated communication solutions for audiovisual, video conferencing (VTC), and integrated control systems; facility improvements for aesthetic and acoustic reasons; and full service design, integration and installation, educational, and maintenance services.
The SAIC team provides consultative and advising services, a wide selection of equipment, and worldwide coverage. Our multimedia solutions integrate telecommunications, LANs/WANs, VTC, and audiovisual technologies into world class, interactive boardrooms, presentation rooms, distance learning centers, and command centers. We provide solutions using commercially available products and services as well as customized approaches based on the customer’s needs and requirements. We are prepared to support voice and video conferencing solutions over a broad range of circumstances, such as establishing the telecommunications infrastructure of a new building or campus, moving the customer to a new location, or upgrading the customer’s infrastructure.
The VTC platforms are fully T.120 (data collaboration) compliant. Some are PC based with onboard keyboard, many have built-in scan converter for PowerPoint briefings, and all support IP (ATM/LAN based conferencing). Most VTC users still use ISDN, but that is changing as owners are migrating to an IP (H.323) platform. The systems we recommend and install allow clients to operate within either transport topology.
Our team has a history in designing and engineering large scale integrated video conferencing solutions, with a unique understanding of the design and implementation of the following:
- Group VTC (small groups or large executive platforms)
- Individual desktop or campus networks
- Telecommuting applications
- Telemedicine applications tying hospitals to clinics, homes, or even warfighters in the field
- Distance learning training for both interactive, terrestrial based and one-way video satellite based systems with room design/build, audiovisual projection systems, student response terminals
- Judicial collaboration systems for remote arraignments, field depositions, and child testimonies
- Deployable VTC systems configured in hard sided cases for crisis management, training, and field use including wireless.
- 2.Install Video Conferencing to Portable Terminals
- 3.Install Video Conferencing to Desktops
- 4.Install Voice Conferencing
Billing and Account Management Support:
The SAIC Connections team will support GSA and its customers by providing comprehensive, fully functional billing and accounting management support services, which includes supporting customers who are making the transition from a centralized to a direct billing arrangement, including the establishment of a billing verification function.
To assist agencies that are transitioning from centralized to direct billing, SAIC will integrate and test legacy customer service, ordering, billing, billing verification, dispute handling, trouble handling, and other related account management systems. We will work with the specific agencies during the transition process to ensure that the new billing process is easy to use and understand.
We will support the GSA customer in ordering performing, customer service, billing, billing verification, and telecommunications related account management functions.
Tasks that the SAIC team will perform include the following:
- Develop customer service, ordering, billing, billing verification, and account management requirements
- Customize, implement, test, and maintain COTS support packages for customer service, ordering, billing, billing verification, and account management functions
- Develop applications software to meet these requirements
- Prototype new support systems features
- Integrate and test legacy customer service, ordering, billing, billing verification, dispute handling, trouble handling, and other telecommunications related account management systems
- Manage customer service, ordering, billing, and other account management systems specified in the order
- Prepare consolidated invoices or bills for services rendered by the customer’s multiple providers
- Manage databases and customer relationship management systems regarding user profiles, order data, billing data, disputes, troubles, and other data pertaining to the customer’s users, telecommunications equipment and services, or support systems
- Process user billing inquiries
- Implement, operate, and maintain billing verification systems and/or software
- Verify that services charged were ordered, rendered, and priced correctly
- Reconcile discrepancies with service providers
- Verify that charges were allocated to the correct cost centers and users
- Provide information and reports for the customer’s accounting system
- Support the customer in preparing payments and collections for the customer’s suppliers.
Customer Service and Technical Support:
The SAIC Connections Team can provide a wide range of data consulting services, either as a standalone, packaged product or as a step in providing a complete turnkey solution. Our services range from near term tactical consulting to long term strategic consulting. The services we provide include working with the customer to:
- Formulate a long term vision, strategy, and architecture for the GSA customers network topology.
- Formulate a migration plan from the customer’s legacy network to a robust network that supports voice, video, and data and allows for future requirements and growth.
- Develop business cases to ensure that all changes are economically justifiable.
- Provide a detailed design of the various components of the network topology and services.
- Identify, specify, and analyze requirements for needed enhancements.
- Assess vendor products and services to help the customer decide which can best meet its requirements, e.g., LAN/WAN networking equipment, firewall, virtual private network (VPN), Public Key Infrastructure/Public Key Enablement (PKI/PKE), Intrusion Detection Systems (IDS), Web security, Telephony security, VoIP solutions, and wireless LANs.
- Assess a customer’s network infrastructure and provide the requirements to support new business initiatives (additional network demands, new applications and services, new technologies, mergers, and consolidations).
- Provide the customer with a design to successfully deploy a network or modify the current network. The SAIC Team’s comprehensive service provides details on how to implement an effective strategy for integrating and managing new technologies into existing hardware, software, and applications.
- Review the functional status of a customer’s network and provide problem resolution and network fine tuning requirements to optimize performance.
- Provide traffic injection to simulate application performance to determine network performance under various loading factors; both data and voice traffic can be simulated.
- Perform security assessment of the customer’s systems and network, including PDD1/63 level critical infrastructure readiness assessments.
The SAIC Team can provide operations and maintenance support for the data communications and network infrastructure. This support can range from technical help desk support for the operations personnel to fully staffing the NOC. Support services would depend on the customer’s environment; listed below are some of our offerings:
- Complete life-cycle support and management of the network infrastructure including: network administrators, network engineers, software engineers, help desk personnel, project management
- Off site technical support engineering
- Remote monitoring of the network using Simple Network Management Protocol (SNMP) and switch network monitors (SMON) tools and practices
- Performance management tools and analysis to monitor and optimize network performance
- Comprehensive training on all aspects of the network
- Disaster recovery service
- Generation of monthly reports to provide the customer with information on service related activities
- Fault isolation and diagnostics to trouble shoot problem conditions and isolate their causes
- Resolution and testing, including the coordination of activities required to restore the network and testing to verify proper operations
- Monitoring and fault detection, including the process of continually polling and registering events generated by the devices within the customer’s network
- Maintenance support for the customer’s equipment, including maintenance service agreements.
Additional Solutions:
The SAIC Connections team offers a comprehensive solution set covering professional services from consulting to designing, installing, testing, and operating a next generation call center. This includes integration with the customer’s existing call center systems and various front/back office systems, databases, and applications to provide CRM. We offer all four types of solution support services described in the RFP. Depending on the customer’s needs, we can provide some or all of the total solution. Each of these four solution support services is described in more detail below. The solutions we offer in this subcategory include the following:
- Complete life-cycle support from initial analysis through deployment and ongoing operations of a complete solution
- Consulting and design services producing requirements and design documents suitable for implementation
- Design, integration, installation and testing, and training to provide a fully functional center for the customer
- Complete operations, under an SLA, of the customer’s center
- Outsourcing of the call center/customer contact center functions.
The SAIC Connections team offers a well established suite of e-business solutions aimed at helping large organizations thrive on the Internet. We define e-business solutions as the delivery of business applications to a specific audience using Web or Internet technologies. This includes the strategy for and development of Public Web sites, Intranet sites, and Extranet sites.
Within the scope of our offering we address the complex systems integration data security issues found in this solution area. One of our specialties is complex Web hosting, including load balancing, geographic separation of servers for serviceability as well as the range of issues.
The principal value of our e-business solutions is that we can integrate the business strategy, application development, and hosting layers to deliver a smooth and successful outcome. We can assume end-to-end responsibility and simplify the client’s requirement by providing a single accountable POC for all e-business activities.