Dell Service & Support NYC DOE PCS Program

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1 Dell Service & Support NYC DOE PCS Program Transforming education for the digital age June 10, 2010 Jo Ann Aaronson, Account Executive Vic Laurinavicius, Program Manager Peter Mueller, Services Delivery Executive

2 When technology is working and properly utilized everyone benefits Students are more engaged in learning Teachers can successfully apply technology in the classroom Administrators are more efficient and able to focus on improving education outcomes Technologists are better prepared to support and develop the technology in their schools Parents and Communities are better informed and given more opportunities to be involved in education 2 Confidential Dell PCS allows your teachers, technologists and you to get the most out your school s technology, so you can help your students learn and thrive. When you work with Dell, you ll see that we re fast, efficient, and get it right the first time. Services

3 Dell is helping schools prepare students for success - Subscribe to the program that provides free training for your teachers and technical staff - Join NYC DOE s IT department - They chose Dell to support the Central offices - Get the benefit of our highly trained maintenance, technical consulting and training staff -Performed over 500,000 installations and over 200,000 repairs at the NYC DOE* - Team up with the Principals who gave Dell high marks on 2009 Satisfaction Survey Dell achieved an 88% satisfaction rating for onsite support and responsiveness - Enjoy superior support from the company that is committed to your satisfaction and sets the standards for quality and solutions We are here to help you so you can focus on preparing students for the 21 st Century *Since October Confidential Services

4 Dell Services - We KNOW the DOE! Rent-A-Tech - Experienced and certified technicians, familiar with NYC DOE networks and IT policies, capable of simple to complex jobs, can be your part time technical staff by the half day, day, week or month. They can do preventative maintenance, re-imaging, software installations, and maintaining your school s inventory, just to name a few. Let your Dell Onsite Technician take on the duties your teachers or staff may have to handle, freeing your staff to focus on their core mission. We will help schools Share-A-Tech if they want to pool their resources Project Managers and Integrators Our certified professional project managers have skills in the areas of planning, organizing, and managing IT projects. They are also familiar with running both school-based and district-size projects. Professional Learning Dell trainers can provide your teachers, technical staff and administrators with guidance on easy-to-use project-based curriculum solutions. They deliver professional development and coaching sessions to school-based personnel covering topics like IT leadership and planning, interactive whiteboards, robotics and instructional technology. 4 Confidential Services

5 Training Any Way You Like It! Online, Instructor-led, Custom Professional Learning Workshops Video Podcasting and Blogging WIKI s, Google Docs and other FREE collaborative tools Robotics 3D modeling and Design Filmmaking in Your Classroom Web Design Graphic Design SCRATCH Animation and Game Design Documentary Filmmaking and Media Literacy Interactive White Board Training PC and Server Basics- Free to schools that enroll with Dell, these courses cover Windows and Mac operating systems, network and printer connection file storage, and basic troubleshooting Installing software and creating image backups How to set up proxies, file storage, and communicate with clients from the server Available throughout the school year 5 Confidential Services

6 Dell Techknow 2.0 Hands-on Technology Problem Resolution Dell TechKnow - is a free* webbased curriculum program designed and offered by Dell to provide students in-depth technology literacy and 21st Century skills Students complete approximately 40 hours of hands-on training in which they learn technology concepts including how to identify, troubleshoot and resolve common IT problems for desktop, notebook, and tablet PCs Students have the opportunity to apply these concepts in an instructional help desk environment where they operate, maintain and support computer hardware and software * District must supply the instructor, any supplies, and equipment for students participating in the program 6 Confidential Services

7 Select Dell and Receive FREE Training* Windows XP and Windows 7- Learn how to prepare and work with PCs in your school Managing configurations, installations and file organization Basic and Advanced Server Management Learn how to prepare and work with the servers in your school Both Windows and Mac workshops Learn about proxies, storage, and troubleshooting Tech Tuesdays- Weekly webcasts on a variety of technologies starting in July Interactive Whiteboards in Your School LEGO Robotics: Keys for Success SCRATCH: Free Software for Animation, Game Design and STEM Learning Excel: Tips and Tricks for Administrators Windows 7: What Changed and How do I Use It? Word 2007: Help! It all changed! What happened to the menu bar? Video and Media Literacy: How to Implement a Video Club or Class in Your School * Dell delivered 35 Free Training Classes to approximately 500 NYC DOE teachers and technologists during the 2009/2010 school year 7 Confidential Services

8 Dell Asset Recovery Services at the NYC DOE 200,000 Pieces and 600 Tons Later Dell cares about the way computing assets are disposed to reduce the impact on the environment Zero Landfill Policy Your data stays secure and protected: we destroy the hard drive and remove all the tags We pick up seamlessly with no disruption to your operation and provide timely and accurate updates to your asset inventory We help you stay compliant- when the EPA audits the DOE, they pass every time! 8 Confidential Services

9 82% of Dell schools chose Standard Which program is right for my school? BASIC PROGRAM Less initial upfront costs Pay as you need services Managed spend, enabling schools to choose whether to purchase additional services as needed STANDARD PROGRAM More comprehensive suite of services included upfront Allows for a more predictable annual spend Less administrative overhead for schools to manage Fewer per event costs FIXED CHARGES, NO HOURLY RATE, NO FINE PRINT 9 Confidential Services

10 Basic vs. Standard How do the Programs Compare? PCS Service Basic Standard In-Warranty Hardware Repair Included Included Asset Recovery Service Included Included Asset Tracking/Management Included Included Out-of-Warranty Hardware Repair* À la carte Included Third-Party Coordination for Hardware Delivery À la carte Included Hardware Installation & Integration À la carte Included Moves, Adds, Changes, Reconnects À la carte À la carte Rent-a-Tech À la carte À la carte Training À la carte À la carte Project Management À la carte À la carte Custom or Additional Services À la carte À la carte * On assets that are six years old or less 10 Confidential Services

11 More Value for Less! Lower Standard Program Costs Dell Services has reduced our Standard Program enrollment pricing for Year 2 Average Standard School enrolled with Dell will spend $ (8.3%) less in Year 2 If every Standard school enrolled with Dell in Year 1 were to enroll again in Dell s Standard program for Year 2, the total savings to the DOE would be over $750,000! Average Dell Standard School Inventory Desktops Laptops Servers Printers Total Assets Standard Enrollment Cost Original Price $11, Reduced Year 2 Price $10, Savings $ % 11 Confidential Services

12 Help Me Choose... Basic Program - Sample Average Dell Basic School Inventory Desktops Laptops Servers Printers In-Warranty Assets Out-of-Warranty Assets TOTAL ASSETS Estimated Annual Number of Events Events Repair of Out-of-Warranty Assets 10 New Hardware Delivery & Installation (40 Desktops/Laptops + 10 Printers) 50 Service Annual Cost Basic Standard In-Warranty Hardware Repair $ $ Asset Disposal or Retirement $ $ Asset Management $ $ Out-of-Warranty Hardware Repair (8 Desktop/Laptop + 2 Printers) Coordination for Hardware Delivery (40 Desktops/Laptops + 10 Printers) Hardware Installation & Integration (40 Desktops/Laptops + 10 Printers) $3, $3, $2, $1, $2, $1, TOTAL $9, $8, Based on estimated annual number of events. A Basic school that purchases à la carte Out-of-Warranty Hardware Repair and Hardware Delivery & Installation can save money by enrolling in the Standard Program. 12 Confidential Services

13 Dell s Performance Equipment Repair Program Service Platform Hardware Repair In Warranty Required SLA Dell s SLA Basic Respond within two (2) School Days of receiving a ticket All 90% 100% Basic Repair Hardware by the fifth School Day All 90% 98.8% Basic Complete Repair on-site All 75% 93.8% Standard Respond within two (1) School Days of receiving a ticket All 90% 99.8% Standard Repair Hardware by the second School Day Non-Apple Apple 90% 75% 95.7% 90.2% Standard Complete Repair on-site All 75% 88.6% Hardware Repair - Out-of-Warranty Standard Respond within two (1) School Days of receiving a ticket All 90% 99.7% Standard Repair Hardware by the second School Day Non-Apple Apple 90% 75% 97.1% 93.6% Standard Complete Repair on-site All 75% 88.6% DELL WELL EXCEEDS ALL DEFINED SLAS Systems are repaired quickly and effectively 98.1% First-time Fix Rate On-Site repairs means less worry and quicker repair time 13 Confidential Services

14 Dell s Performance Delivery & Installation and Asset Disposal Program Service Required SLA Dell s SLA Hardware Installation & Integration Basic Basic Standard Where the OEM delivers hardware to Dell, complete delivery and installation of hardware within ten (10) School Days of establishing a service date with the school Where the OEM delivers hardware directly to the school, complete installation of hardware within ten (10) School Days of establishing a service date with the school* * When Basic schools order À la carte Hardware Installation & Integration service Where the OEM delivers hardware to Dell, complete delivery and installation of hardware within ten (10) School Days from the time Dell receives the complete hardware order 90% 100% 90% 100% 90% 94.9% Hardware Disposal (Asset Recovery Service) Basic & Standard Basic & Standard Complete scheduling of a disposal within five (5) School Days of receiving a MAGIC ticket Deliver the equipment disposal documentation ( Settlement Report ) to the school within 30 calendar days 90% 98.5% 90% 95.4% Precision Delivery + Rapid, efficient installation = Functioning equipment in the hands of eager students = A formula for SUCCESS! 14 Confidential Services

15 Need more information? Visit our new website: ww.dell.com/nycdoe 15 Confidential Services

16 We are here for you! Vic Laurinavicius Chris Cotugno Program Manager Deputy Program Manager Office: (718) Office: (718) Cell: (917) Cell: (516) Joel Mentor Jason Otero Project Manager Project Manager Manhattan, Bronx & Queens Schools Brooklyn & Staten Island Schools, Reso-A & SCA Projects citywide Office: (718) Cell: (347) Office: (877) ; Ext Cell: (718) Jo Ann Aaronson Account Executive Tim Wiley Inside Sales Executive Office: (212) Cell: (917) Office: (512) NYC.DELL ext or ext Confidential Services

17 Make Your Selection in FAMIS Schools that do not select a PCS service provider and program in FAMIS by the deadline will be assigned a service provider and program by the DOE. Don t let someone else make this important decision for you. Please make your selection in FAMIS now! THANK YOU FOR YOUR TRUST AND BUSINESS! WE LOOK FORWARD TO CONTINUING TO SERVE NYC SCHOOLS IN AND FOR MANY YEARS TO COME! 17 Confidential Services

18 Why Dell? In service to you, Dell has: Come to fully understand the unique needs of the NYC DOE education community for the past seven years Helping you prepare students for success. Developed products and services specially designed for the NYC DOE schools (i.e., Rent A Tech, Share-a-Tech, etc.) Delivered free training to teachers and technologists so they can become more interactive and competent Driven out inefficiency to deliver superior long-term value Earned the respect and praise of the school community Dell is here for you, so you can prepare students for the future 18 Confidential Services

19 What is the NYC DOE saying about Dell? The Dell Server training was a highly successful and rewarding event. We really had a great year..and it is because of all the work you did, so thank you again! Very well-planned and prepared informational workshop! Thank you! I ve dealt with a lot of vendors over the years and met no one who is as dedicated to the client and has formed as real a partnership with the NYC DOE, as Dell. I was called saying when the technician would arrive, and he arrived the same day. The machine was quickly returned. Overall a great experience." All my experiences with field service representatives have been great. Questions and concerns are always responded to in a professional manner and support and help is excellent. 19 Confidential Services

20 One last thing about Dell Services On April 14, 2010 Gartner published its semi-annual IT Services Worldwide Market Share Database that ranks IT providers. The database measures market share on services, geographic markets and select industry segments. As a leading source of information technology research, Gartner plays an important role in advising CIOs and IT decision makers around the world. We take great pride in the outstanding rankings for Dell in the following areas: #1 IT Service Provider in Healthcare, worldwide #2 Computer Hardware Support Provider in Education, worldwide 20 Confidential Services

21 Thank you

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