Provide a brief description of the Solution, Service Provided, or Initiative

In November 2009, Acrodex was awarded a contract with Service Alberta to provide Desktop Management Provider services for all of the province, and Worksite Support Provider services for the north half of the province. The services went live from February through June 2010. Thirteen ministries are currently being supported by Acrodex, and over the next two years it is expected that all 23 ministries – constituting 30,000 public service employees – will be serviced. This 7-year contract is valued at $70 million. Over 50 Acrodex personnel work in the areas of centralized services, image management and software distribution. Acrodex maintains a 100,000+ square foot facility consisting of office space, a configuration centre, a solution centre and warehouse space. Services also include: – “Transformation” – to help the Government of Alberta look at new technologies and approaches to optimize their environment over time. – RIM (Remote Infrastructure Management) – using “remote takeover”/ “remote control” tools to help users through problems. – Proactive image management – making sure all desktop images, and their ministry variations, are kept current as all related technologies change. – ESD – Electronic Software Distribution (sending software downloads over the web/network vs. physical visits).

Describe what makes this Solution, Service Provided, or Initiative original or innovative?

This solution is unique in Canada, and demonstrates Service Alberta’s leadership position in shared services amongst provincial governments in Canada. This project supports Service Alberta’s “One Government” vision: “One government, one enterprise and one employer driving innovation and excellence in service delivery.” This initiative is part of the Government of Alberta strategy to re-engineer its Information Communications Technology delivery model and current use of service providers.

Describe the improvement this Solution, Service Provided, or Initiative made to the customer’s sales or revenues. What changed?

Desktop Management Provider Services: • 11 core desktop management processes standardized across 13 ministries • Over 4,600 software packages on 7 base Desktop builds “adopted” • Over 15,000 managed workstations transitioned to support • Desktop warehousing services implemented • Core service levels achieved for first 3 months Worksite Support Services: • 7 core worksite support management processes standardized across 13 ministries • Transitioned 15,000 workstations located at 400 buildings, in 6 weeks (3 weeks ahead of schedule) • Worksite Support Provider Team physically familiarized with virtually all buildings • Added service levels for VIP users and regional locations within the agreed-to schedule NOTE: Sales or revenues were not the business focus of this public sector client for this initiative. Cost reduction was achieved through consolidation of various contracts and other delivery models. The actual business case is proprietary to the customer.

Describe the improvement this Solution, Service Provided, or Initiative made to the customer’s efficiency. What changed?

In the initial implementation, over 20 processes, which varied by the 13 ministries coming on the service, were standardized. In addition, a wide variety of service level measurements were introduced to measure service effectiveness. By consolidating multiple services into a single contract, Service Alberta is able to increase efficiencies, save money, and turn more of its attention and resources to the subject of core government – in turn improving citizen service delivery.

How did this Solution, Service provided, or Initiative improve the customer’s ability to serve its internal and/or external clients?

Benefits to the Government of Alberta: – Centralized services – Common processes – Standardization – Facilitates transformation to new technologies – Operational efficiencies and cost savings can be achieved by centralizing their Desktop provisioning and support Benefits to the citizens of Alberta: – “One government, one enterprise and one employer driving innovation and excellence in service delivery.” – Reduced costs, greater efficiency, and an increased focus of resources on the core business of government

In what ways does this Solution or Service Provided go above and beyond industry norms and expectations?

Over 30 Service Improvements have been initiated, including: – Improved security / encryption / anti-virus support – Updating of processes and procedures documentation – Next Generation / “Transformation” / Windows 7 testing Over 15,000 users adopted in over 400 buildings, in 6 weeks (3 weeks ahead of schedule). Roughly 10,000 workstations were physically validated (higher than expected), and fed to Government of Alberta asset management. Significant consistency of core processes achieved.

How does this solution further your customer’s green or environmentally friendly plans?

The scope of services also includes “transformation initiatives,” which will involve a regular hardware refresh to current standards including of energy efficiency, and evaluation and implementation of green-friendly virtual desktop and related thin client technology.

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Jim Love, Chief Content Officer, IT World Canada

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