# Presentation: 314873

## Ins and Outs of DOECOE

## Presenters

- Steve Cox
- Director, User Support and Workstation Management Division, IT Operations Office, Office of the Associate CIO for IT Support Services, Office of the Chief Information Officer, US Department of Energy
- Bob Wells
- Director, IT Management Office, Office of the Associate CIO for IT Support Services, Office of the Chief Information Officer, US Department of Energy
- Robbie Green
- Senior Technical Advisor, Office of the Associate CIO for IT Support Services, Office of the Chief Information Officer, US Department of Energy

## Agenda

- How does one join DOECOE
- What is IN
- Things that merit an explanation (IN/OUT)
- What is OUT
- Wrap up

## Getting There 

- Most HQ organizations are already part of DOECOE
- Most growth will be in the field
- The Field Management group will lead new migrations
- Session: DOECOE in the Field
- Tuesday, 1:30-2:30 in the Gallery
- Mike Robertson
- All customers get a dedicated Customer Account Manager (CAM)
- Session: What’s a CAM?
- Tuesday, 1:30-2:30 in the Gallery
- Penny Gardner

## Getting There

- Significant Steps in a DOECOE migration
- Standardize machines on a common DOECOE image
- Standardize Service Desk processes and ticketing applications
- Migrate services to Enterprise solutions
- Migrate all machines to a single Enterprise network

## IN

- Service Desk
- Available 24x7 coverage
- Desk-side support
- Standard Hardware
- Standard Software
- Cyber Security for your desktop
- Public Key Infrastructure (PKI)

## IN

- Remote Access
- Laptop Loaner Pool
- Domestic
- Foreign Travel
- Email
- Storage
- Printers
- Asset Management

## IN

- Patch Management
- Account Management
- Backup/Recovery
- Application access
- Back end server refresh
- Microsoft license administration
- Customer Satisfaction Surveys

## IN - Customer Satisfaction

- Before migrating to DOECOE, we engage Gartner to record a baseline of customer satisfaction via an online survey
- Once a year that same Gartner survey will be repeated
- We can then compare DOECOE service to the previous service provider and to industry
- Random ticket surveys upon ticket closure

## IN - Customer Satisfaction

**Score**

***This is the third annual customer satisfaction analysis conducted for DOECOE.  Satisfaction scores remain consistently at high levels.***

*Note:  Scale has been adjusted to illustrate year-over-year changes.*

## IN - Customer Satisfaction

**Score**

**Database Average 3.71**

**Worst in Class**

**Best in Class**

- Best-in-class and Worst-in-class is equal to the top 10% and the bottom 10% of the collection. The collection is equal to all clients doing four or more standard criteria satisfaction studies from 2000 to today.

**Database updated December 2008**

**4.18 (FY09)**

**4.19 (FY08)**

**4.04 (FY07)**

## IN - Standard Desktop

- HP Compaq Business Desktop dc7900 SFF
- Processor:  Intel Core 2 Duo E7300, 2.66 GHz
- Memory:  2GB PC2-6400 (DDR2-800) 2x1GB Memory
- Hard Drive:  160GB SATA NCQ HDD SMART IV
- Optical Drive:  SATA 16X SuperMulti LightScribe
- Keyboard & Mouse:  HP USB Standard Keyboard and 2-Button Optical Scroll Mouse
- Warranty:  HP 3-3-3 and 3 Year Disk Retention
- Refresh: 3 years

## IN - Standard Laptop

- HP Compaq Business Notebook 6530b
- Processor:  Intel Core 2 Duo P8400, 2.26 GHz
- Memory:  2 GB 800 DDR2 1DIMM Module
- Hard Drive:  120 GB SATA 5400RPM
- Optical Drive:  Combo DVD/CDRW
- Display:  14.1 WXGA
- Modem:  MDC 56K V92
- OS:  Windows Vista Custom Downgrade to XP Pro
- Connectivity: No Wireless, No Bluetooth
- Battery: 6 Cell 55Whr
- Warranty:  HP 3-3-3 and 3 Year Disk Retention
- Refresh: discuss

## IN - Standard Monitor

- Hyundai K93S 19" Flat Panel Display
- Refresh: discuss

## IN - Network Printer

- HP 4015n
- Print speed: 52 ppm
- First page: 8.5 seconds
- Trays: 2
- Paper capacity: 600 (tray 1 – 100; tray 2 – 500)
- Duplex printing: optional
- 1 for every 15 users
- Refresh: 5 years

## IN – Email & Storage

- Email
- One account (mailbox) per seat
- Additional mailboxes allowed
- additional charges apply
- Storage
- 1⁄2 GB per seat allocation
- Additional storage is allowed
- Additional charges apply if total customer storage exceeds aggregate customer allocation

## IN – Remote Access & Service Level Agreements

- Remote Access
- Citrix is the included remote access solution
- VPN is also available
- additional charges apply
- 2 factor authentication is required
- The cost of a RSA tokens is not included
- Service Level Agreements (SLAs)
- SLA reporting
- Not available until after ticketing system migration

## IN - Software

- Operating System:
- Microsoft Windows XP Professional
- Office Suite:
- Microsoft Office 2003 Professional
- MS PowerPoint
- MS Excel
- MS Word
- MS Access
- MS Publisher
- MS Outlook
- Currently being upgraded to Outlook 2007
- Discuss remainder of upgrade plans

## IN - Software

- McAfee ePolicy
- Anti-virus
- Anti-spyware
- Personal Firewall
- Host Intrusion Prevention
- Adobe Acrobat Reader
- Internet Explorer 6
- Soon to be upgraded to IE7
- Entrust PKI

## IN - Governance

- DOE Enterprise Customer Partnership Council (ECPC)
- The ECPC helps coordinate information technology (IT) management, especially as it relates to MEO IT services provided throughout the Department of Energy (DOE).  The ECPC will promote collaboration, work to constantly improve the quality and cost effectiveness of IT services, and to improve the management and execution of the Department's IT investments in support of achieving a single secure DOE Federal infrastructure.
- It is currently co-chaired by the DOE Associate CIO for IT Support Services (Bill Lay) and the NNSA CIO (Linda Wilbanks).

## IN/OUT

- Peripherals
- We will do our best to ensure that they work with the DOECOE image
- You are not charged for having these devices
- You would have to pay the acquisition cost of a device for adds or replacements
- Non-standard applications
- We will do our best to ensure that they work with the DOECOE image
- You are not charged for having non-standard software
- You would have to pay the acquisition cost of any software
- Blackberry service
- Discuss

## IN/OUT

- Networking
- Technically, not part of DOECOE, although DOECOE is essentially useless without it
- Funded separately from DOECOE
- HQ: Working Capital Fund (WCF)
- Field: combination
- DOEnet: WCF
- Everything other than DOEnet: not WCF
- Internet access is provided by Networking

## OUT

- Tail circuits
- B&W network printers in excess of the 15:1 ratio
- Color network printers
- Plotters
- Decontaminations

## OUT

- Phones (desk & cell)
- Non-standard software license & support
- VTC
- Digital senders
- Multi-function devices

## Wrap up

- Questions?
- Additional info:
- http://www.cio.energy.gov/services/desktop.htm
- Enterprise Service Center Web Page: http://cio-ops.doe.gov/isc
- DOECOE Info: http://cio-ops.doe.gov/doecoe
- Steve Cox contact info:
- Stephen.Cox@hq.doe.gov
- 301.903.1148
- http://www.cio.energy.gov/contact/DOECOE.htm