Client: Virginia Information Technologies Agency (VITA)

Mission Need

In today’s rapidly shifting technology landscape, the challenge for a government to maintain IT enterprise cohesion intensifies as agencies continually demand new and innovative services to fulfill their mission requirements.

One of the Virginia Information Technologies Agency’s (VITA) primary responsibilities is to manage, coordinate and provide IT infrastructure services to executive branch agencies. VITA also oversees agencies’ major IT projects and procurements, assists agencies with IT strategic planning and enforces statewide IT security standards.

VITA has transitioned from a single- to multi-supplier model for flexibility in procuring new technologies and replacing services and vendors as needed. The multi-supplier model consists of a services integrator and governance model that would include VITA’s agency clients. This new environment is comprised of various, separate scopes of services by suppliers, some of which viewed themselves as competitors, thus requiring finesse with coordination, cooperation and integration. VITA needed a multi-sourcing service integration partner for this substantial undertaking.

Solution

SAIC delivered a multi-sourcing service integration (MSI) model to harmonize the delivery of IT services by consolidating and centrally administering various IT services provided by multiple service providers. This framework is designed to standardize the implementation, provisioning and operational management of diverse IT services, ensuring they remain aligned with the evolving needs of VITA’s agency clients and the public.

How We Helped

• Transitioned to a managed ecosystem of nine service suppliers, tasked with the provisioning of vital IT infrastructure and services such as server storage, data centers, end user computers and security solutions.
• Integrated all service suppliers into a cohesive, collaborative framework so they can deliver seamless, high-quality services to VITA’s agency clients.
• Centralized service management and enterprise network and IT infrastructure maintenance across all 67 state agencies, ensuring high service availability.
• Provided a self-service portal to empower users to resolve issues independently while managing end-to-end service desk processes for all service suppliers for timely resolution of service-related and supplier-specific issues.
• Supported 24/7/365 data center operations, including the administration of thousands of databases and the management of 66 petabytes of data storage.
• Collaborated with strategic partner, Apptio, Inc., to deploy Technology Business Management (TBM) practices to modernize and improve VITA’s IT Financial Management processes and tools and increase the transparency and accuracy of customer billing, internal budgeting and cost recovery.
• Implemented a robust Business Relationship Management (BRM) function to focus on client experience management and analysis, assess client satisfaction and drive improvement initiatives.

Mission Impact

VITA’s MSI implementation is significantly enhancing the quality and efficiency of service delivery for VITA and its clients. By bringing all service suppliers together under a centralized system, VITA ensures access to robust, scalable and secure IT infrastructure and services that can adapt to future needs. Additionally, supporting 24/7/365 data center operations, modernization of IT Financial Management practices, and the implementation of a robust BRM function have collectively enhanced service quality, cost transparency and client satisfaction for VITA’s agency clients.

This approach creates an IT environment tailored to specific needs of individual agencies while maintaining a cohesive enterprise-wide focus. As a result, VITA can deliver high-quality, consistent services, facilitate timely decision-making, achieve rapid resolutions and adapt quickly to changes in services and suppliers.

Ultimately, this implementation drives both the efficiency and effectiveness of service delivery. It positions VITA to leverage emerging technologies and innovative service offerings, contributing to broader goals and objectives of the Commonwealth.

Learn more about SAIC's MSI approach