The General Services Administration s first-year trial with hiring a contractor to manage its desktop computers has been beset with delays and lackluster results. Va. Under a seat management program, an agency hires a contractor to own, maintain and upgrade its desktop computer networks, communications networks and to provide help-desk and support services.
Agencies pay for seat management services much as they do a utility.
The cost to the agency is based on the level of service provided by the contractor at each workstation and the number of workstations, or seats, managed in the program. Currently, most agencies own their information technology systems and use in-house personnel or hire contractors to maintain, upgrade and support them. Seat management advocates say using in-house resources to buy and maintain IT operations is costly, distracting to managers and unresponsive to agencies needs for frequent technology upgrades. GSA hired Litton PRC of McLean, Va., in December 1998 to provide seat management services. But the program so far has been marred by implementation hurdles and delays.