# DLA Document Services reflects on 30 years of online printing

/ Published Jan. 20, 2024
BATTLE CREEK, Mich., 
Technology has dramatically changed since the launch of Defense Logistics Agency Document Services’ first client-server ordering application, “Doc Access,” in late 1993. But that one-time cutting-edge concept eventually led to today’s cloud web-based Document Services Online. 

                Document Services Online is a web-based e-commerce site that allows customers to shop and order DLA Document Services products and services online. DSO offers convenient and personalized features including agency storefronts, program catalogs, simplified funding process, print job preview, and personalized products.                            DSO Banner                            Document Services Online is a web-based e-commerce site that allows customers to shop and order DLA Document Services products and services online. DSO offers convenient and personalized features including agency storefronts, program catalogs, simplified funding process, print job preview, and personalized products.            SHARE IMAGE:Download ImageImage DetailsPhoto By: DLA HQ PAOVIRIN: 240116-D-D0441-8019Back then, organization technical visionary John Karpovich recognized the benefit of providing customers the capability to order products and services directly from their desktop. Craig Hollis, then an DLA information technology specialist, helped turn that idea into reality as the agency’s first Doc Access application project manager.

“The functionality developed for the initial launch of Doc Access enabled customers to submit orders, attach electronic files, and request print or [compact disc] services,” Hollis said. “In 1994, the application was further developed to include electronic document libraries, which provided customers the ability to store, retrieve and manage their documents.”

With the rapid proliferation of web applications on the internet, Doc Access was re-platformed for the new medium in 1998, enabling customers to access printing services from anywhere in the world.

The original deployment of Doc Access Online involved setting up more than 100 web servers and sending them to each major facility, said Theresa Hollis, who served as a Doc Access program manager at the time. “By natural evolution and maturing of technology, the number of servers was later reduced to nine.”

Steve Sherman, then-director of DLA Document Services, said the organization was on a mission to help the Defense Department transition from heavy reliance on printed materials to the adoption of electronic content and online services – a mission that remains vital. He said DLA Document Services still pushes to do more online and drive savings for the military and the taxpayer.

As DLA Document Services strives to remain at the forefront of digital age developments, what seems so common today is truly remarkable when contrasted with the technology available in the early 90s.

In 2002, Doc Access Online became known as Document Automation and Production Service, commonly referred to as DAPS Online. The organization wanted users to easily identify the online system with the organization, and the name change also brought a major functionality addition.

“DAPS Online gained the capability to directly interface with the organization’s financial system, which created a streamlined process for billing customers,” Hollis said. “With this new capability, there was a major benefit for all in-house sales orders to be entered into the DAPS Online system. The order, billing, and customer information could all be encapsulated in a single file.”

In 2009, a decision was made to implement a commercially available online ordering system that would support consolidation of the nine DAPS Online servers to a commercial off-the-shelf solution. After a competitive procurement process, a five-year contract was awarded in the fall of 2010. Full operational capability was quickly reached, and DAPS Online was re-branded as Document Services Online, or DSO. The solution also migrated from physical server to a virtual environment, marking the first step toward eventual movement into the cloud. 

Hollis said that within nine months of the contract award, 33,000 users, 4,000 funding documents, and 197 DLA Document Services facilities were converted to the new system. The single-site system solution allowed work to be distributed from one print facility to another to create better cost and workload efficiencies.

“The commercial solution offered highly customizable features; we have the ability to create storefronts for a common user base that can be personalized with the agency or service color pallet, logos and images,” Hollis said. “Another great feature is the graphic interface for job submission. It allows anyone to be an expert at developing and submitting a job request.”

During the job submission process, customers can upload a file, convert it to PDF file, and see the finishing options occur to their document as they select them, Hollis explained. Users can add holes, bindings, insert tabs, and see their document change within seconds. In addition, a price estimate is immediately available and adjusts in real time as users alter details such as paper selection and quantity ordered.

The DSO application moved to its first cloud environment, “milcloud,” in 2016. Under a DLA Information Operations rationalization directive, other like-functionality applications were migrated into DSO. One was the Document Services Accounts Online application that provided DLA customers the ability to view related credit card receipts and funds balances.

DSO interfaced with GPOExpress in 2018 as an online means of outsourcing print orders using the Government Publishing Office contract with FEDEX Office. This enabled Document Services users to determine best value comparisons for DLA customer orders. 

In 2020, DLA Document Services Director Richard TeBeau recognized that there were duplicate applications fulfilling customer orders in DOD. He articulated an agency goal to “get to one unified system for DOD printing,” and DSO would become the solution.  

The Air Force Technical Order Distribute and Print Gateway functionality, to receive Air Force print orders for technical manuals, was migrated into DSO in June 2021. 

Navy Forms Online was implemented into DSO and rebranded as Joint Forms Online in November 2021, providing customers with the ability to order with Navy and other agency-warehoused forms. 

Navy Digital Forms will migrate to DSO in 2024, and Navy Technical Manual ordering expected to migrate in 2025. 

TeBeau said “DSO offers several types of templates that can be used by customers to create customized products for printing. This can range from posters to letterhead, envelopes, business cards, programs, and other unique items. In fact, we’ve created links on DSO to order our Office Print Devices, Multifunction Devices and Electronic Document Management and Scanning services.”

“By consolidating program efforts under one system, we achieve efficiencies with very little additional investment,” TeBeau said. “Our goal is to create a one-stop shop platform for all printing needs across the DOD. Customers can submit printing orders ’24-7,’ and having a single system standardizes how we provide, track and deliver printing services which helps achieve greater cost savings.”

Hollis said new functionalities and capabilities are planned for DSO, from product-based print tickets that provide DLA customers with accurate estimates prior to order submission, to utilizing bots to eliminate redundant order submissions, to interfaces with G-Invoicing. 

The DSO tool continues to evolve and change to support new technology, implement workflow efficiencies, and, most importantly, to offer the warfighter and those who support the warfighter with high-quality printing services wherever and whenever needed.

*Editor’s note: The naming of non-government organizations does not imply endorsement.*