Case Study:

SHI's custom Device as a Service solution delivers $6M in cost savings and increases efficiencies for large state public health department

SHI delivers Device as a Service solution customized for COVID-19 safety precautions.

Highlights:

Customer Profile

A large state public health department.

Challenge

The customer needed changes to their existing DaaS delivery to accommodate COVID-19 remote work efforts for 450+ locations, and approximately 60,000 staff members and devices.

Solution

IT Lifecycle Enduser

SHI customized a DaaS solution to keep both their staff and SHI support technicians safe during COVID-19. The program was adapted to allow for social distancing and remote support where possible.

Benefits/Results

  • ~$3.6M ($900K annually) in savings on hardware and services.
  • Additional $6.1M ($1.5M annually) savings were introduced through increased program acceptance and number of seat counts over the second term of the six-year contract.
  • Greater standardization, efficiency and innovation across the enterprise.
  • Improved end-user experience with defined, four-year refresh cycles and faster return to service times.
  • Flexibility to adjust lease terms and ratio of desktops to laptops throughout the contract.
  • Competitive pricing based on anticipated quantity of devices.
  • Allowing device movement between agencies as needed.

Challenge:

For over a decade, a large state public health department has leveraged SHI’s managed Device as a Service (DaaS) solution to provision and support approximately 60,000 desktops, laptops and tablets at over 450 locations. Services include hardware acquisition, custom factory integration, deployment services, on-site break/fix support, IMAC support, special project support, asset return services, and account management.

In 2020, the customer needed to modify the original DaaS solution to support their COVID-19 remote work efforts. The goals and objectives included:

  • Standardizing device configurations
  • Streamlining the ordering process across all enterprise agencies
  • Obtaining discounts on hardware pricing and below government market lease rate factors
  • Benefiting from flexibility to adjust finance terms throughout the term of the contract
  • Allowing device movement between agencies' lease schedules to maximize use of the asset during the lease life cycle
  • Systematic refreshes of existing equipment
  • Access to qualified technicians to perform on-site break/fix services
  • Providing services statewide in a timely and responsible manner

Solution:

The DaaS solution has since been adapted to include COVID-19 safety precautions to protect the health and well-being of the state agency’s staff and SHI’s IT support technicians. To ensure that world-class service to the agency's 60,000+ staff workers (many of whom are now working remotely) continued uninterrupted in the wake of COVID-19, SHI began shipping devices directly to end users, implementing an electronic method for tracking assets, and servicing them remotely or in socially distanced settings.

The original services included:

  • A dedicated account team that includes:
    • On-site Program Director
    • On-site Program Management Team
    • Dedicated Field Support Team
  • Strong SLAs to show a commitment to success
  • Focus on hardware standardization
  • Flexibility to adjust finance terms and allow assets to be transferred from agency to agency (critical for employee transfers)
  • Substantial price discounts based on enterprise volume
  • Acquisition services
  • Full device management including:
    • Custom configuration services, deployment, asset tagging and kitting
    • Move, add, change services
    • Asset recovery services
  • Hardware Asset Management
  • Break/Fix support including:
    • Gold Support (3-Hour Return to Service SLA)
    • Silver Support (5-Hour Return to Service SLA)
    • Bronze Support (8-Hour Return to Service SLA)
    • Next Business Day Return to Service SLA

Specific accommodations made due to COVID-19 include:

  • Grab'N'Go PC Deployments: End users can pick up pre-configured devices and peripherals at various customer locations staffed by SHI deployment technicians.
  • New practices for device delivery: Instead of provisioning devices onsite, SHI offered shipping of new devices directly to various end users and new hires. SHI also uses shipping where possible to support break/fix tickets for peripheral replacements.
  • Switch to electronic tracking of assets: SHI and the customer use a specially designed electronic form to document chain of custody of devices. The switch provided every customer location with an improved method of storing and locating specific records, reduced time spent documenting transfers in half and increased cost savings from going paperless.

SHI provided an all-encompassing solution that offered the customer the flexibility required with hardware and services bundled together into a predictable, per unit monthly fee.

Benefits/Results

  • ~$3.6M ($900K annually) in savings on hardware and services.
  • Additional $6.1M ($1.5M annually) savings were introduced through increased program acceptance and number of seat counts over the second term of the six-year contract.
  • Greater standardization, efficiency and innovation across the enterprise.
  • Improved end-user experience with defined, four-year refresh cycles and faster return to service times.
  • Flexibility to adjust lease terms and ratio of desktops to laptops throughout the contract.
  • Competitive pricing based on anticipated quantity of devices.
  • Allowing device movement between agencies as needed.