Unisys & The Texas Workforce Commission
Streamlined service delivery
Imagine it.

The ability to focus limited resources on fulfilling mission-critical objectives while keeping service levels high and maximizing employee productivity.

Done.

The Texas Workforce Commission turned to Unisys for help desk, deskside support, provisioning, configuration, deployment, asset management, and remote network management services. Unisys professional approach and can-do attitude enables this agency to concentrate on helping employers and job seekers throughout Texas.

 

Much more than the “unemployment office,” the Texas Workforce Commission (TWC) is dedicated to developing the workforce of Texas, providing a wealth of services to employers and job seekers. TWC Deputy Executive Director Gene Crump wants to ensure that TWC’s constituents get the information and support they need without a lot of “red tape.” He explains, “Our goal is to make our services seamless to the customer. No matter how they contact us—phone, mail, or the Internet—we want to make sure they get a solution.” Crump’s challenge? Delivering a positive experience and supporting new initiatives while controlling costs.

 

Doing more with less applies as much to state governments as it does to businesses. “We want to tax less and keep more money in the economy,” Crump notes. With that in mind, TWC management began to explore outsourcing “non-core” services, such as IT help desk and related desktop support activities. The agency needed to improve service levels and ensure consistent, high-quality technical support for its employees in Austin, as well as many remote locations across Texas. TWC hoped to redeploy internal resources to projects that more directly support the agency’s core mission, such as developing an online job matching service. And finally, TWC saw the opportunity to establish a predictable fixed cost for service over several years—simplifying budgeting and protecting the agency from rising salaries and benefits costs.

 

I want to come in in the morning and not see IT problems. And that’s how it works with Unisys. Out of sight, out of mind is good news in this case.

Gene Crump
Deputy Executive Director
Texas Workforce Commission

Because desktop solutions are critical to employee productivity, TWC sought a partner with the experience and technical resources to deliver a superior solution. After careful evaluation of many vendors, the agency selected Unisys. Cindy Silberman, director of Business Operations for TWC, recalls the final decision. “The costs were very close. Unisys flexibility and project management experience put it ahead of the competition.”

 

The transition went smoothly and Unisys is providing a host of Infrastructure Managed Services, including help desk, deskside assistance, hardware and software provisioning, configuration, deployment, hardware maintenance, asset management, and remote network support. Since going live in November 2000, Unisys has won praise from TWC for its professionalism and willingness to “go the extra mile” to support special initiatives, such as setting up a cyber café at TWC’s annual conference.

 

The Collaboration Continues

More recently, TWC approached Unisys for help refreshing its aging desktop infrastructure. Like many organizations, TWC budgeted capital funds to regularly update technology. However, financial pressures often caused purchases to be deferred. The result? Outdated PCs, high maintenance costs, inadequate support for new software rollouts, and insufficient technology for the agency’s growing base of “power users.”

 

Working together, Unisys and TWC developed a strategy that called for leasing desktop technology. This new approach allows the agency to enforce budget discipline while eliminating the capital expense associated with keeping PCs up-to-date. Based on a four-year term, TWC now budgets for the fixed annual operating expense with the assurance of a technology upgrade for each desktop at the end of the lease term.

 

The deployment was accomplished without a hitch. Silberman says, “We did what many said could not be done—deployed 2,300 desktops in 60 days—with overwhelmingly positive feedback from TWC staff.” She credits the Unisys Program Management Office for exceptional project and logistical planning. She also notes, “The Unisys Program Management Office communicated well and that helped lower employees’ stress and makethe transition run smoothly.” In addition to installing the new hardware, Unisys handled the disposal of TWC’s old equipment, including degaussing hard drives in accordance with government regulations.

 

Controlling Expenses - Focusing on Core Competencies

The Unisys and TWC partnership has resulted in significant benefits. The PC refresh saves TWC $1.26 million over the lease term due to lower support costs. Intangible benefits—including improved productivity and better positioning for future software rollouts—enhance TWC’s ability to carry out its primary mission. Silberman could not be more pleased with the results: “Unisys was a very creative partner in developing the strategies that made the refresh successful. Unisys can-do attitude was just amazing.”

 

Beyond the cost savings,Unisys continues to deliver consistent, effective Infrastructure Managed Services for the agency. Silberman explains: “The advantage is that Unisys expands our resources. We can quickly address needs and maintain service levels for help desk-related issues while dedicating our own internal IT resources to mission-critical development projects.” She also notes that TWC gets more service from its Unisys partnership for approximately the same budget as doing the work internally.

 

Finally, TWC benefits from the exceptional levels of service that Unisys is known for. Crump values the Unisys Program Management Office: “I can pick up the phone any time I need to and get the level of service that I want. And more importantly, everyone at TWC gets that same level of responsiveness.” Silberman adds: “Unisys approaches our challenges as theirs—and brings in the needed resources to help create solutions.” TWC and Unisys have formed a lasting partnership, based on a mutual desire to do what’s best for the agency and its constituents. “The level of professionalism demonstrated by Unisys has been exceptional,” Crump says.

 

The bottom line

Client at a glance

Profile

Critical solution components

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