Federal Law Enforcement Agency
Federal Agency Achieved Cost Savings, Efficiencies and Customer Satisfaction
This Federal Law Enforcement Agency protects the public against crime, violence and other threats. The agency's personnel are widely dispersed geographically, working hours that stretch well beyond the standard business hours of a private enterprise. With an increasing reliance on technology for communication and access to critical information, the existing ad-hoc system of providing computers and support to personnel nationwide became cumbersome, expensive, and limited the agility and productivity of the organization. Recognizing this, the agency looked to bring uniformity and consistency to its IT structure, and selected EDS to take on the management of the technology resources (laptops and computers), and management of the help desk. EDS provided a simplified IT infrastructure and a best-in-class help desk that helped the agency realize a 20 percent operational cost savings of $40.9 million over five years. The customer satisfaction level is close to 90 percent, above the service level standard of 85 percent.
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