Information Technology (IT) Services

• IT Operations
• IT Security Services
• Project Management Services

Information Technology (IT) Operations

Provided by Information and Systems Management Service

Offered to: HHS Small OpDivs*: ACF, AOA, AHRQ, HRSA Regions, PSC, OS, and SAMHSA
*Campus facilities: have 100 or more personnel within a 5-mile radius; non-campus facilities: have fewer than 100 personnel within a 5-mile radius.
Contact: 202-260-0975; IT_Operations@hhs.gov

To help customers manage all aspects of IT, the Office of Information Technology Operations has a dedicated group of knowledgeable professionals. They work with customers to gather their requirements, design and develop plans, and implement and manage their IT needs.

Operations and support capabilities include:

• Planning, deployment, and maintenance of network devices and servers
• Enterprise network security monitoring and incident response
• Local Area Network high-speed data-transfer connectivity to the customer’s data and applications
• Wide Area Network services to interconnect the customer’s geographically expanding organization
• Courteous and experienced 24/7 Help Desk to answer questions or solve problems using remote desktop assistance
• Onsite desktop/laptop support with 3-year product lifecycle upgrades
• Government business continuity and disaster recovery services
• Government and commercial off-the-shelf software installation and technical support
• Network printer installation and technical support with toner replacement
• BlackBerry® e-mail and wireless solutions with annual product lifecycle upgrades
• Business application server hosting: hosting, maintaining, and managing the customer’s critical applications and databases in dedicated data centers
• Outlook® Exchange Enterprise E-mail Server hosting: hosting, maintaining, and managing the customer’s e-mail needs in dedicated data centers

The Office administers and implements its extensive IT program, which includes firewall and security protection, at the best affordable costs. Using IT services enables customers to minimize risks, lower costs, and concentrate on their day-to-day core Government business priorities.

Performance:

Help Desk/Technical Support

• The average speed to answer calls will be less than 45 seconds.
• Call abandonment rate (caller hangs up after 60 seconds) will occur less than 5% of the time.
• All calls will be resolved on the first call 85% of the time.
• Technical support tickets will be completed no longer than 10 business days from the first notice.
• 99% of Priority 1 (Major Outage, Multiple Users Impacted) tickets will be closed within 2 business hours.
• 99% of Priority 2 (Includes: Significant Degradation of Performance, Multiple Users Impacted) tickets will be closed within 4 business hours.
• 99% of Priority 3 (Includes: Minor Degradation of Performance, Minimal Users Impacted) tickets will be closed within 8 business hours.
• 99% of Priority 4 (Includes: “How To” Requests, No Operational Impact) tickets will be closed within 3 business days.

Installation

Adds/Changes

• 98% of campus adds/changes for premium customers (secretaries, executives, and other VIPs) will be completed within 1 business day.
• 95% of campus adds/changes for standard customers (professional and administrative) will be completed within 1 business day.
• 98% of non-campus adds/changes for premium customers will be completed with 3 business days.
• 95% of non-campus adds/changes for standard customers will be completed within 5 business days.

Equipment Moves

• 98% of campus equipment moves for premium customers will be completed within 3 business days.
• 95% of campus equipment moves for standard customers will be completed within 5 business days.
• 95% of non-campus equipment moves for premium customers will be completed within 5 business days.
• 95% of non-campus equipment moves for standard customers will be completed within 10 business days.

Hardware Break/Fix Requests

• 95% of campus hardware break/fix requests for premium customers will be completed within 4 business hours.
• 95% of campus hardware break/fix requests for standard customers will be completed within 8 business hours.
• 95% of non-campus hardware break/fix requests for premium customers will be completed within 8 business hours.
• 95% of non-campus hardware break/fix requests for standard customers will be completed within 2 business days.

File Restoration

• 95% of campus file restorations for premium customers will be completed within 4 business hours.
• 95% of campus file restorations for standard customers will be completed within 8 business hours.
• 95% of non-campus file restorations for premium customers will be completed within 4 business hours.
• 95% of non-campus file restorations for standard customers will be completed within 8 business hours.

Account Information Changes

• User account information changes for premium customers will be completed 2 business hours from the time of receipt.
• User account information changes for standard customers will be completed 8 business hours from the time of receipt.

Rates:

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Information Technology (IT) Security Services

Provided by Information and Systems Management Service

Offered to: All Federal Agencies
Contact: 301-443-2365; dara.murray@psc.hhs.gov

IT Security Services is the one-stop shop for all of customers’ IT security needs. Composed of award-winning and certified security professionals knowledgeable in all areas of IT security, IT Security Services integrates Certification and Accreditation (C&A) and other security services to ensure that customers’ systems maintain their critical assets and are adequately protected.

Services offered include:

• C&A
• IT security training
• Federal Information Security Management Act audits
• Security test and evaluation
• IT Continuity of Operations in compliance with Federal guidance

Performance: 95% of project plan milestones will be met on time.

90% of projects will be delivered within budget.

Rate: $114.73 per hour

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Project Management Services

Provided by Information and Systems Management Service

Offered to: All Federal Agencies
Contact: 301-443-2365; jack.stoute@psc.hhs.gov

The Office of Business Technology Optimization provides custom IT project management services to identify, develop, and implement solutions that assist Federal Agencies in maximizing return on IT investments and support strategic business goals.

Services offered include:

• IT systems development
• Scheduling
• Budgeting
• Change management
• Implementation
• Stabilization

Performance: 95% of project plan milestones will be met on time.

90% of projects will be delivered within budget.

Rate: By agreement

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