SeaPort Enhanced

Jacobs support under this IT contract includes systems engineering, analysis support, configuration management, program support, and administrative support. We have provided a strong systems engineering process, which has in turn been coupled with lifecycle management, configuration management, capabilities integration, and risk identification and mitigation. Jacobs also has full lifecycle management responsibility for ITSS. Our approach for ITSS is a proactive analysis and planning process that encompasses asset management, configuration control and management, infrastructure and software forecasting, application of Reliability-Centered Maintenance, and technical refresh.

Several mission-critical software systems are developed and supported within our ITSS contract including readiness and asset management tools. ITSS resources have been instrumental in partnering with our customer to bring about the benefits of developing applications in a systematic, disciplined, integrated, and repeatable process. For example, we added a configuration management group that – in conjunction with our Remedy software developers – integrated a Configuration Management process into their help desk system. After training the functional and development staff, we began using this mechanism to track change requests, prioritize our development efforts, and monitor progress.

In addition, we formed an IT Knowledge Center to capture best practices and expertise from our team organizations. Our recent introduction of several new enterprise management tools supports real-time asset, configuration, and change management, as well as remote problem identification and correction. Our Help Desk has responded to more than 4,000 requests per month. Jacobs is rebuilding the Garrison’s more than 600 workstations – on schedule with no major problems. In addition, we perform touch desktop and field support duties – each a critical element of our Customer Care Center service. Throughout all facets of the contract, we collect data to support the analysis of workforce efficiency/effectiveness, hardware and software maintenance trends, and to assist in planning and scheduling future upgrades and activities.

Jacobs supports more than 15,000 users and IT systems housed in 500+ facilities. Our infrastructure support includes a high-speed CAN; WAN connections to the NIPRNET, SIPRNET, and several suppliers; more than 200 local area networks (LANs); and more than 70 network servers. Delivering on our promised contract innovations, we provided an Enterprise Architect to facilitate resource/knowledge sharing across the contract as well as identifying opportunities to optimize the infrastructure and leverage existing tools/applications across the arsenal. For example, Jacobs immediately saved our customer approximately $70,000 through site-wide licensing of certain software applications and has delighted the user community by fielding a much more functional and less cumbersome automated badging system.