Industry Profile: Dell

AINDUSTRY PROFILE: DELL

ADVERTISING SUPPLEMENT Citizens expect more from government than ever before. Throughout the nation, public policy-makers and government executives struggle to address heightened demands for security, information sharing and other technology components as they focus on improving homeland defense.

The current environment places greater urgency on technology issues The company also collaborates with some of the most respected such as continuity of operations, information assurance, mobility and names in the technology industry to deliver true solutions to govern- electronic transactions. And as Americans make these new demands ment’s IT needs. Dell’s alliances with Microsoft and Intel help ensure on government institutions, government can rely on Dell for IT that public agencies receive advanced, yet proven, answers to emerging solutions that help it respond to the challenge. technology challenges.

Dell’s long-standing partnership with government uniquely positions “Microsoft and Intel set the standards for this industry. Through our the company to meet today’s evolving IT requirements. For nearly 20 partnerships with those companies, government customers get the years, Dell has been a key supplier of information technology solutions very best solutions from really relevant innovators,” McFarland said. to the public sector, providing a range of reliable, industry-standard “In many cases, we can literally start delivering Intel’s latest chip the products and dependable services to back them up. day after it becomes available, so we can take new technology to the government market as soon as they are ready for it.” Dell pioneered the factory-direct sales model for computer technology, which allows customers to receive the latest equipment at low cost. Working in concert with these industry pioneers allows Dell to deliver The benefits of this model have never been more significant as breakthrough solutions more quickly than ever before. For example, government agencies scramble to meet a new set of IT imperatives. Intel works closely with Dell to ensure that the company’s PCs and Dell’s direct customer relationships mean government requirements servers contain the latest processor technologies and architectures — rapidly are reflected in available product lines; therefore critical tech- and that they comply with vital industry standards. nology reaches users without delay. But Dell’s capabilities go beyond products. The company’s broad spectrum “We’re engineering products from a hardware and software standpoint of integration and support services combine to deliver comprehensive to take advantage of new technologies that support vital issues like technology solutions from a single, trusted supplier. For government, mobility and continuity of operations,” said Bob McFarland, Dell’s vice that’s a model that streamlines technology acquisition, while helping president of government. “Our direct business model allows us to to improve accountability and control costs. quickly develop equipment that meets customer needs and get it into the mainstream.” Finally, all of this comes from a stable, $31 billion technology company with a long-term commitment to meeting public-sector IT needs. So Dell solutions are available through a wide array of convenient state and local contract vehicles. The company also offers leasing programs and other acquisition and support options tailored to the way government does business.

Government may be facing an urgent new set of IT requirements, but the solution remains the same: Dell. The company delivers unmatched resources and manufacturing agility at a time when public institutions are responding to unprecedented technology challenges. Here’s a closer look at how Dell addresses some of government’s most pressing IT needs.

2 ADVERTISING SUPPLEMENT Dell Wireless Notebooks Help Improve Emergency Response

In the event of a catastrophe, Orange County, Calif.’s Emergency Operations Center (EOC) must be up and running in 30 minutes. The facility, Continuity of operated under the direction of Sheriff Michael S. Carona, serves as a nerve center for countywide disaster-response operations for a population Operations of nearly 3 million. There was an era when continuity of operations planning occupied a When activated, the EOC houses public safety officials, county department sub-set in governments’ overall electronic strategy. Recent events, heads, elected representatives and other key personnel, allowing them to however, catapulted this overlooked operations element to priority status deliver a unified response to major emergencies. These officials rely on as the potentially catastrophic results of a disabled government Dell laptop PCs to manage the torrent of information generated during a became frighteningly clear. disaster situation. Ensuring the continuity of government operations represents a huge “We have a cart plugged in and ready to go with 20 preprogrammed wire- concern for public officials. Dell responds to this requirement with less laptops. They’re loaded with all the software we need to handle continuity of operations solutions based on three cornerstones: high- information flow for emergency management,” said Sheriff Carona, of the availability systems designed to survive unexpected failures and Orange County Sheriff’s Department. “The technology allows us to net- outages; planning and recovery services that prepare organizations to work within the building, as well as with state and local agencies and withstand disruptive events; and disaster recovery strategies that other EOCs.” allow agencies to quickly resume agency-critical operations after catastrophies occur. The department chose Dell Latitude business-class notebooks to equip the facility. The machines include Dell’s TrueMobile™ wireless LAN technology. 1 Although these elements are enabled by hardware and software, their “We’ve been really happy with them,” said the EOC Commander, Captain success resides in creating an effective mix of people, processes and Catherine Zurn of the Orange County Sheriff’s Department. “Our information technology. systems people felt that Dell was the best product for the job.” Dell consulting services help government agencies design and implement She said wireless technology provides flexibility that is vital to operating infrastructures that provide continuity of vital government functions. the EOC, which consists of an operations room, a support room and a com- Support offerings include deployment, installation, training and all- mand room. important systems testing. Working with select partners, Dell creates applications and systems that deliver high availability based on “We may choose to only activate the support room, which houses the pub- sophisticated redundancy, clustering and fail-over strategies. The com- lic hotline. We could take all 20 computers and put them in there. Or we pany’s disaster-recovery solutions include advanced back-up systems may only activate the command room for the policy-makers, and we may that support off-site storage facilities and mirrored data centers. just need five computers in there,” Zurn said. “Wireless technology allows us to move the equipment wherever it needs to go.” Dell deploys these techniques in its own operations before offering them to customers, helping to ensure that government agencies She added that the technology — in use since last summer — improves receive proven solutions for safeguarding critical public services. In emergency communications and strengthens the tracking and manage- other words, the company uses the same systems it sells to clients. ment of resources during a crisis. In the future, the county expects to link That’s a core business principle for Dell, and it results in superior tech- the EOC to mobile data terminals mounted in law enforcement vehicles nology for government customers. and even connect with law enforcement helicopters. Recognizing that requirements and resources vary among jurisdictions, Clearly, the new laptops and wireless network deliver vast improvement Dell’s business-continuity offerings are both scalable and cost- over the EOC’s previous technology. effective. The company provides a cohesive set of servers, storage devices, software and services that form the building blocks of an “We had individual computers and hard drives on the tables, but we didn’t effective continuity of operations strategy. It’s an approach that allows use them much,” she said. “Our Dell solution allows us to manage the agencies to implement solutions as they need them, adding features emergency information flow much more effectively. We’re very happy with as new resources become available. it and excited about expanding the system.”

1Connect at rate of 11 Mbps up to 100m from connected access point. Range and speed may vary due to num- ber of users, interference, transmission barriers (such as walls and building material), and other factors.

www.dell.com/expectmore Mobility

Agencies at all levels of government face the task of quickly delivering comprehensive information to law enforcement officers, inspectors, security personnel and other mobile workers. Dell’s broad array of mobile technology solutions addresses these needs reliably and securely.

With two notebook lines and a line of advanced mobile workstations, Dell offers portable computing products to support agency needs. The Dell Notebooks Hit the Road with company’s comprehensive product selection allows government customers to choose the combination of computing power, durability and Motorcycle Officers mobility options that best fulfills their requirements. Laptop computers are relatively common in police patrol cars, giving Dell’s direct-sales model and special government contract pricing law enforcement personnel access to vital databases and other infor- help reduce acquisition costs, allowing agencies to stretch scarce mation. But extending this technology to motorcycle officers has been a technology dollars. Furthermore, the company’s custom software inte- difficult challenge — until now. gration and delivery options lighten the burden on government IT staff by routing preconfigured computers directly to end-user locations. Police in Newport Beach, Calif., may be the first in the nation to operate motorcycles equipped with wireless laptop PCs. The Newport Beach The U.S. Army Reserve’s 88th Regional Support Command (88th RSC) Police Department is mounting Dell’s advanced Latitude™ C400 note- relies on Dell’s direct-sales model and custom-configuration capabilities books on the back of officers’ bikes. These compact, yet powerful to help conserve technology resources and improve standardization. machines are proving ideal for the groundbreaking application. Working with Dell saves tens of thousands of dollars in IT costs, according to the 88th RSC. For example, the partnership has eliminated “The C400 is super thin, but it has a nearly full-size keyboard. That’s $70,000 in shipping costs alone, and it saves three to six hours of IT important because the motorcycle officers usually wear gloves,” said staff time per workstation when new computers are deployed. Newport Beach Police Capt. Tim Riley. “It’s also robust; it has a powerful Mobile Intel® Pentium® III processor - M in it.” The 88th RSC orders Dell OptiPlex desktops, Latitude laptops and PowerEdge servers through a customized Web page. Ready-to-use The C400 offered other important features, as well. For example, the systems — preloaded with standard and proprietary software, logos, notebook includes a dedicated serial port to accommodate a radio and graphics — arrive on end-users’ desks in about seven days. Dell ensures that every system shipped looks and runs the same, reducing end-user problems and lightening the load on the Reserve’s help desk.

“It’s a cooperative effort that has saved us time, resources and costs,” said Randall Ciechna, CIO for the 88th RSC. ”We finally have control information wherever it is needed.2 It’s a cost-effective mobile solution over what’s loaded on each machine and can ensure that it works right that government can implement immediately, yet it’s backed by a strategy out of the box.” and vision for moving to future technologies.

And Dell’s optional CompleteCare™ service programs1 offer complete Dell also understands that mobile solutions for government must be repair and replacement of mobile computers that are accidentally secure and manageable. The company’s mobile products may be damaged, allowing government to protect its investment in mobile equipped with an array of system-locking and user-identification technology. options, giving agencies strict control over who can access sensitive data. And Dell’s sophisticated remote systems management products TrueMobile Wireless™ — Dell’s cohesive set of standards-based allow IT professionals to efficiently administer the security and support wireless technologies — quickly and easily equips agencies to deliver needs of this equipment.

4 ADVERTISING SUPPLEMENT modem, and its open-platform design readily supports necessary peripheral equipment such as magnetic strip readers and portable printers. The department also took advantage of Dell’s CompleteCare™ service program1 option, which provides comprehensive repair and replacement of the equipment for three years.

“It really took something like this product from Dell for us to pull this off,” E-Government Riley said. “We had to wait for the right technology to become available.”

The department expects to deploy the notebook technology on its entire E-government services have become a requirement for 21st-century 14-motorcycle fleet over the next several months, putting these officers governance. And the same electronic systems that drive the daily busi- on even footing with colleagues driving conventional police cruisers. ness of government will form the backbone of the new focus on Newport Beach has used car-mounted laptops to deliver vital information homeland security. to officers for years and recently installed Dell C800 notebooks in its police cruisers. Dell bases its e-government strategy on four priorities; centralized IT operations, interagency collaboration, information distribution and “The officers on motorcycles have the same responsibilities and vulnerabili- empowered employees. Creating these elements requires highly avail- ties, and they have the same need for information resources,” said Riley. able Internet, intranet and extranet solutions. And, given the tightened budgets of many federal, state and local jurisdictions, e-government Using the new technology, motorcycle officers will tap into the depart- initiatives must be implemented using common technologies that can ment’s records management system, as well as databases for be leveraged to deliver services to both citizens and employees. warrants, restraining orders, driving records and criminal histories. The system also provides court-calendar information and computer-aided Teaming with partners such as Microsoft and Intel, Dell delivers cost- dispatch data. What’s more, the bike-mounted technology links to effective, industry-standard solutions to electronic government Newport Beach’s vehicle location system, giving dispatchers the ability to challenges. This approach not only helps reduce costs, it can dramatically track officers’ whereabouts and quickly route them to emergency calls. shorten implementation time. And the resulting best-of-breed systems offer superb effectiveness, easy customization and straightforward Altogether, these resources help make the department’s motorcycle officers upgradeability. more effective in performing the critical job of protecting citizens. For example, Dell works with Intel to deliver server solutions that “Our goal is to get as much information as possible into the field — to the respond to the demands of electronic government flexibly and people who really need it,” Riley said. “That motorcycle is really the cost-effectively. Intel’s Scale Right model is dedicated to providing officer’s lifeline.” public jurisdictions with powerful server architectures that may be 1CompleteCare service excludes theft, loss, and damage due to fire or intentional damage. CompleteCare is clustered or consolidated to fit agency needs. Efforts such as these currently not available in all states. May not be available to all customers. For complete details, visit http://www.dell.com/us/en/gen/services/service_service_contracts.htm. help ensure that Dell’s Intel-based servers deliver exceptional value to government customers.

Dell’s unique combination of products, consulting services and industry partnerships also delivers a new breed of interoperable Web services that seamlessly link multiple jurisdictions, agencies and applications.

Government reaps benefits from Dell’s direct relationship with its cus- In addition, Dell delivers consulting services that help government tomers, as well. For example, the company maintains a database of agencies design mobile solutions that continue to function when they customer equipment and configurations, by which the customer can are needed the most — during emergencies and unforeseen events. track their IT assets via the Internet through the use of Premier PagesTM. Therefore, Dell can accurately document and recreate govern- Taken together, Dell products and services offer government a compre- ment IT assets that are lost in a disaster. This information, coupled hensive solution for improving the flow of critical information to mobile with Dell’s unmatched manufacturing flexibility, means that agency workforces. customers quickly receive replacements for vital hardware and software components. 1CompleteCare service excludes theft, loss, and damage due to fire or intentional damage. CompleteCare is currently not available in all states. May not be available to all customers. For complete details, visit http://www.dell.com/us/en/gen/services/service_service_contracts.htm.

2Connect at rate of 11 Mbps up to 100m from connected access point. Range and speed may vary due to num- ber of users, interference, transmission barriers (such as walls and building material), and other factors.

www.dell.com/expectmore Dell Servers Help Make Pennsylvania For example, an online applicant is presented with a series of questions. Business-Friendly Responses come from 295 “decision blocks” that determine what the next questions will be and where the applicant will be directed. Information Under the leadership of Governor Mark Schweiker, Pennsylvania is open submitted by users is converted to an XML packet and then routed by the for business and making it easy for companies to interact with govern- BizTalk software to the appropriate department. The average registration ment online. The Commonwealth has created a Web portal that allows process is completed in about an hour, shaving several hours from the businesses to file applications with multiple agencies through a single time required by the previous system. electronic template, and it chose Dell PowerEdge™ servers to provide computing muscle for the groundbreaking project. “BizTalk orchestrates the process for us,” says Steven Halliwell, MCS project manager. “The whole environment is under Commonwealth Dell enterprise-class servers deliver the reliability and scalability needed control and is designed to result in high availability, reliability and for the high-profile site, which received 19 million hits and logged 2,500 scalability.” business registrations between September 2001 and February 2002. Dell is a long-time technology partner with Pennsylvania, proving its ability Those hits are evenly balanced between normal business hours and to support state government requirements over many years of service. In nights and weekends, signaling that business owners find the online serv- fact, the Commonwealth also operates a server farm based on Dell hardware. ices useful, according to Marty Rupert, project manager for the portal, which is known as “Pennsylvania Open for Business.” Now, Pennsylvania is enhancing the PA Open Business Web site even more for employers by implementing digital signature technology. “It’s a sign that we nailed the 24/7 concept,” Rupert said. “It’s a confir- Applicants can acquire a digital signature and have it stored in the sys- mation that we are providing what constituents are looking for.” tem. The stored signature is automatically recalled whenever it’s needed for a business transaction. Construction of the enhanced Web site began in May 2001, and the site was launched just five months later. Participating agencies include the “Pennsylvania is the only state with three agencies cooperating in this departments of Revenue, State, and Labor and Industry. way,” Rupert said. “Under Governor Schweiker’s direction, we have set a standard for other agencies who, in the future, might want to interact. The site’s Dell servers are loaded with Microsoft’s powerful BizTalk® and They see what these pioneering agencies have accomplished and that SQL Server applications, streamlining tasks that once required users to encourages them to work together cooperatively, too.” perform multiple entries. The new approach reduces paperwork and saves plenty of time for Pennsylvania employers.

Information Assurance

Clearly, information technology is an important tool for managing government data and facilitating communication. And security of these IT systems has long been a concern. But recent events have elevated information assurance to a top priority for all levels of government.

Protecting vital technology assets from viruses, unauthorized access, and internal and external attack is more important than ever before. Safeguarding these systems demands an enterprise security strategy that goes beyond any single solution.

Dell responds with products and professional services that create comprehensive security processes and implement a seamless chain of supporting technologies.

The company’s desktop components, for example, support security options such as smart cards, biometrics, passwords and digital

6 ADVERTISING SUPPLEMENT Dell Servers Power Vital Texas The department chose an Oracle Certified Configuration for Dell, which Health Network consists of Dell PowerEdge™, PowerVault™ and PowerApp.web™ servers preconfigured with Oracle database software. “It’s optimized for Oracle, Public health officials in Texas will soon rely on the Health Alert Network so it’s a proven, integrated system that doesn’t require a lot of guesswork (HAN) to quickly respond to healthcare crises and terrorist attacks. This to set up,” Bason said. “It just starts up, and you’re ready to build your advanced Web-based solution connects the Texas Department of Health database.” and county health departments across the state. The solution is backed by Dell’s Gold-Level Support1, which provides on- HAN, which currently supports 64 local health departments, provides a site response to hardware problems within four hours. The department communication link that government health officials can use 24 hours a also receives remote software and storage support through Dell’s day, seven days a week. State officials expect the network eventually to Enterprise Expert Center. accommodate several thousand users throughout the public healthcare system. The result is a reliable, scalable communication tool for TDH and their healthcare partners. The HAN will equip state and local healthcare agen- The Texas Department of Health (TDH), working with the Texas cies to react more effectively to disease outbreaks. It will also arm them Association of Local Health Officials (TALHO), will use the HAN to transmit to counter bioterrorism attacks, an important consideration in an era of health alerts to county and city health facilities throughout Texas and heightened security. collect comprehensive healthcare data. Ultimately, the network’s broad reach will allow officials to track statewide health issues and disease “In a bioterrorism event, we could share information among hospitals, trends. In addition, HAN will deliver advanced training material to local clinics and local health departments simultaneously,” Bason said. “Those health facilities. facilities would quickly realize that we have a health emergency on our hands and begin working on a solution.” Dell enterprise computing hardware sits at the heart of this vital resource, 1Service may be provided by a third-party provider under contract with Dell. Technician will be dispatched if according to Glen Bason, distance-learning technologist for the Texas necessary following phone-based troubleshooting. For 7x24 service, Dell will dispatch a service technician Department of Health’s Bioterrorism Response Unit. “We needed a system within 4 hours of determining the hardware problem. For 5x10 service, Dell will dispatch a technician to the customer site within 4 hours of determining the hardware problem. The service technician may not arrive with a proven track record,” he said. “We went with Dell because of the until the following business day if dispatched after 4:00 pm local time. Available within a 125-mile radius of over 80 metropolitan areas. Customers not located within a 125-mile radius of the stocking locations are not company’s reputation and dedication to providing networking solutions eligible for this offering. Not available with any other Dell systems. Available in the U.S. only. and Web servers.”

signatures — depending upon an agency’s requirements. In addition, Additionally, Dell responds to the growing need to manage security for Dell designs for overall system integrity by allowing users to disable wireless networks. The company has been developing mobile applica- drives and ports that may be compromised. And sophisticated tools are tions since 1999 and now offers self-contained wireless solutions that available to monitor system images for corruption and alert IT admin- include comprehensive security features. These solutions address istrators when software configurations are altered. virus detection, chassis intrusion, biometric identification, password protection and other key security concerns. Through partnerships with industry-leading software providers, Dell also offers enterprise solutions that both strengthen security and Ultimately, Dell and its industry partners deliver a full range of industry- simplify system administration. For instance, Dell consultants work standard solutions that fulfill agency security needs at the desktop, in with government customers to implement systems based on the field and across the enterprise. And because of Dell’s uniquely Microsoft’s powerful Active Directory® product, which provides a efficient business model, these solutions reach government customers central resource for managing user identities and passwords across with exceptional speed and cost-effectiveness. multiple applications. To learn more, visit Using this technology, Dell can design solutions that allow users to www.dell.com/expectmore sign on once and access any network applications they require, elimi- State & Local Customers nating the need to juggle dozens of passwords for separate systems. 800.574.9913 Furthermore, the technology’s centralized administration capabilities helps ensure that user IDs and system permissions remain accurate Federal Customers and up to date. 800.757.8248

www.dell.com/expectmore To learn more, visit www.dell.com/expectmore State & Local Customers 800.574.9913 • Federal Customers 800.757.8248

Dell, DELL logo, LATITUDE, OPTIPLEX, POWEREDGE, PowerApp, PowerVault, CompleteCare, TrueMobile, and Premier Pages are trademarks of Dell Computer Corporation.

Microsoft, Active Directory and BizTalk are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.

Intel, the Intel logo, Intel Inside, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries.

Oracle is a registered trademark of Oracle Corporation.

Certain products and services may not available to all customers, in all states or under all contracts and are subject to restrictions in your applicable contract.

Service may be provided by a third-party provider under contract with Dell. Technician will be dispatched if necessary following phone-based troubleshooting. For 7x24 service, Dell will dispatch a service technician within 4 hours of determining the hardware problem. For 5x10 service, Dell will dispatch a technician to the customer site within 4 hours of determining the hardware problem. The service technician may not arrive until the following business day if dispatched after 4:00 pm local time. Available within a 125-mile radius of over 80 metropolitan areas. Customers not located within a 125-mile radius of the stocking locations are not eligible for this offering. Not available with any other Dell systems. Available in the U.S. only.