TELESIS Corporation s Capabilities Briefing. Where We Exceed Expectations!

Transcription

1 TELESIS Corporation s Capabilities Briefing

2 Corporate Mission Tel.e.sis \ n, pl \ Progress that is intelligently planned and directed: the attainment of desired ends by the application of intelligent human effort to the means. Mission Customer Success! To provide timely and affordable, leading edge solutions to software and systems requirements with a team of experienced and motivated professionals. 2

3 Company Facts and Locations Established 1998 Headquarters in Beltsville, MD - Beltsville, MD (DHHS Level 5 Cleared) - Colorado Springs, CO (DHHS Level 5 Cleared) - Aberdeen, MD - San Diego, CA - Ft. Campbell, KY - Cincinnati, OH - Ft. Hood, TX SDB; WOSB 170+ Professionals DoD TS Cleared CONUS and OCONUS Presence Deltek Accounting System Debt Free; $2M Line of Credit DUNS Rating 3A1: CMMI Level 2 Appraised Telesis Client /Telesis Current Locations : Iraq Kuwait Germany Taiwan 3

4 TELESIS Corporate Competencies Hot Line and Help Desk Services Turnkey, Scalable, Fully Secure Hot Line Facilities in Maryland and Colorado Existing Technical Infrastructure Service Level Agreement Management Web Based Call Ticketing System Tier 0, 1, 2, 3 Support Skill Based Call Routing A Fully Implemented Disaster Recovery Plan Continuity of Operations Plan in Place Extensive Pool of Trained Resources Multi-Lingual Representatives Customized Hot Line Training Programs Our Hot Line and Help Desk Teams Have Been Recognized for Outstanding Services! Document Solutions Services Data Entry / Data Processing Back file Conversion; Microfilm Data Capture / Digital Imaging Records Management OCR / Indexing FOIA Processing Adverse Event Records Management Information Technology Services Applications Design and Development Business Process Consulting Services Web Development and Graphic Design Database and Configuration Management LAN / WAN Support PMI / Project Management Professionals Information Assurance; C&A; FISMA 4

5 TELESIS Corporate Competencies Help Desk; Hotline; Call Center Services Our Customers Include Food and Drug Administration Consumer Product Safety Commission U.S. Dept. of Army U.S. Department of Homeland Security U.S. Department of Transportation U.S. Department of Interior, National Business Center (eopf Help Desk for 31 Government Agencies) Consumer Products Safety Commission U.S. Department of Justice 5

6 Help Desk, Hot Line, and Call Center Services Features of TELESIS Hosted Help Desk Facility Features of the TELESIS Turn Key Help Desk Facility In Place State-of-the-Art Tier 1 Facility with Physical Security Features Ergonomic Desk Space for Hotline Representatives and Management Call Center Training Modules for Customer Support Representatives State of the Art Phone Switch, PBX Features for Call Monitoring Disaster Recovery Plans; COOP Redundant PRI s; Multiple T1 Lines Multiple Phone Bridge for Teleconferencing: Video Classroom Training Remote Call Monitoring Capability Enterprise Call Routing and Data Reporting Features Staffing: Hotline Representatives, Administrative, Management Hardware, Software, Ticketing Systems to Support NHTSA / NBC / FDA / CPSC Web Based Call Ticketing System 6

7 Help Desk, Hot Line, and Contact Center Services Current Computer Telephony Features of TELESIS Hosted Facility Enterprise Call Center Routing Avaya S8300 Contact Center Enterprise Application Handles Call Volumes, Voic Routing, IVR, Audio Conferencing, Automated Call Tracking, Automatic Call Distribution (ACD). Full PBX features Caller ID, Call Forwarding, Conference Calling, Voice Messaging, Interactive Voice Response (IVR) and Voice Mail Exchange (VMX). Trunk Interfaces A variety of network trunk interfaces, including E1, T1, PRI, ISDN, analog loop start and analog ground start for comprehensive network connectivity. Extensions Supports up to 450 users and 450 trunks (total of 900 ports) for superior voice performance. Telephones Analog, digital and IP hard and soft phones are supported (wired and wireless). Advanced Call Routing / Skill Based Routing Incoming calls are directed to the first most qualified person available or based on business rules determined by the client. Alternate Call Routing Ensures reliable handling of calls by selecting from analog, digital or VoIP trunks. 7

8 Help Desk, Hot Line, and Contact Center Services Current Computer Telephony Features of TELESIS Hosted Facility Call Management System (CMS) Modules To Facilitate Management of Call Traffic Application of CMS: Call Management System (CMS) Provides monitoring, recording of call data, and supports solutions for routing and agent selection, multi-site, remote agents, WFM, desktop applications, and system recovery. Application of CMS: Avaya Aura Call Center Provides real time & historic information for each contact center profile. Application of CMS: Real-Time SLA Adherence Provides current information on # of calls waiting, response time & service levels, etc Application of CMS: Real-time Supervisor Monitoring Wall mounted functionality to the desktop, allows Supervisors to configure and monitor activities of the call center. Application of CMS: Report Manager Provides in-depth, historical reporting on call center activity. Application of CMS: Multimedia Module Supports CRM, Telephony, Web Chat, and Web Call Back integration. 8

9 Help Desk, Hot Line, and Call Center Services Our Customers Speak October 13, 2009: Very well written report. Keep up the good work.belinda Bell, CPSC July 2, 2009: I want to extend my thanks to the Telesis staff for heroic efforts to make this (C4C) happen. This has been a big undertaking and we really do appreciate everything you have done. Ms. Barbara Sauers, COTR, NHTSA Cash for Clunkers Hotline April 19, 2007: Certificate of Appreciation for Commitment and Dedication for the Successful Start-Up of the NHTSA Auto Safety Hotline U.S. Dept. of Transportation Telesis successfully met the challenges and with less than 4 weeks of transition your team successfully commenced operation of the NHTSA Hot Line providing a seamless change to the public Ms. Faithia Robertson, NHTSA, Dept. of Transportation 18 Consecutive Months of Delivering 100% Performance Objectives and Earning 100% Award Fee.NHTSA, Dept. of Transportation They live up to their motto, Where We Exceed Expectations. They are one of the best contractors I have and I can rely upon their expertise to help solve problems that arise from time to time. Due to their innovative ideas, they have saved us thousands of dollars. They have an excellent management and leadership staff and they employ highly skilled professionals. I highly recommend them.. Ed Arnold, FDA Contracting Officer Citation: For outstanding teamwork in developing and implementing the information technology requirements for Prior Notice and Registration under the Bioterrorism Act Lester Crawford, Commissioner FDA I commend the TELESIS team for the high level of confidence that has been demonstrated in the performance of duties as well as the sense of responsibility, effort and pride that they have brought to this project.erwin Miller, HHS Project Officer for Beltsville Help Desk Support 9

10 TELESIS Corporate Competencies Information Technology Services Our Customers Include Food and Drug Administration U.S. Department of Army U.S. Department of Homeland Security U.S. Department of Education U.S. Department of Navy 10

11 Information Technology Services IT Governance and PMO Support Business Process Reengineering Alternative Analysis and Strategic Planning Earned Value Management Update / Refine Enterprise Architecture COTS Implementation and Integration Workflow Management Industry Best Practices: CMMI, ITIL HDI Program and Project Management Expertise Provided by TELESIS Applications Development and Test Requirements Gathering and Analysis System Design and Build Applications SDLC Agile, Spiral, RUP, Waterfall C, C++, Visual Basic, PL/SQL ASP.NET, Open Text Livelink Web dev., Records Mgmt., MS SQL, Java, Java Script, Configuration Management; Software Testing: subsystem; system; regression; load testing Application Post Deployment Support Develop and Maintain Implementation Plans Develop Training Materials User Training and Post-Deployment Support Maintain Documentation and Patch Implementation Application Administration Technical Administration of Applications Evaluate Issues and Troubleshooting Expert Level Tier III Support Implement Application Upgrades Industry Best Practices We Apply Earned Value Management Principles We follow CMMI Level 2 or Higher processes and procedures Our Managers are PMP Certified Our Help Desks Operate in Accordance with Best Practices of Help Desk Institute 11

12 Information Technology Services Our Customers Speak Letter of Appreciation for Outstanding Efforts and Commitment Demonstrated by TELESIS Employees..May 16, 2007; PoSheng Program, SPAWAR Gold Coins of appreciation in 2006 awarded to TELESIS employees for outstanding support services. Outgoing Commanding General Combest, Aberdeen Proving Ground I wanted to say thank you for you and your group s effort in putting that safety brief together for the HCNCT3 BGAN system last month. We got it just when we needed it Friday the 13th. The training and testing went pretty well all in all Ronald Supplee Sr. General Engineer, Dept. of Navy Your team has performed admirably throughout its tenure by consistently stepping up to the tasks at hand and delivering high quality support and services Dennis Raymond, Director, MCS Program (US Army) TELESIS personnel s presence has provided breathing room to the guys who have been working the technical issues at Ft. Hood for the past 18 months. Their personnel are a real asset Balraj Gill, MCS Task Order Manager. I would specifically like to extend FDA s appreciation to TELESIS for delivering highly professional services in overall performance of the contract.ed Arnold, FDA Contracting Officer 12

13 TELESIS Corporate Competencies Document Solutions Services Our Customers Include Food and Drug Administration U.S. Department of Agriculture Health Resources Services Administration National Institutes of Health U.S. Department of Transportation All Modal Administrations United States Geological Survey Environmental Protection Agency Transportation Security Agency Office of Personnel Management 13

14 Document Solutions Services Imaging and Conversion Services Paper/ Microfilm to Digital Conversion Backfile Conversion Books; Photographs; 35mm Slides Color and Grayscale Scanning Day Forward Processing Indexing with 99.9% Accuracy Work Flow Management Document Preparation OCR / ICR / Text and Numeric Data Entry CD / DVD Creation; Processing InputAccel Software; InfoLinx Databases Fujitsu; Kodak; Scanners Image-, Text-, Numeric Based Forms Proofing, Validation and QC Audits Microfilm & Microfiche Processing We follow ISO 9001 Quality Standards Rapid Turnaround Records Management and File Room Support Needs Assessment and Analysis 12X5 File Room Support Bar Coding; File Inventory; Retrieval File Audits; File Archiving FOIA Processing and Redaction Services Records Retention Schedules Disaster Recovery; Backup Document Control Personnel Records Management Maintain Official Personnel Records (NIH) Maintain Adverse Event Data (FDA) Maintain Auto Safety User Data (DOT) NARA Standards Sample Statistics for Imaging and Conversion Over 950,000 Images Per Month Accuracy Rate 99.2% Exceeded Performance Based Requirements TELESIS Thrives on Performance Based Projects! 14

15 Document Solutions Services Our Customers Speak TELESIS is one of the best contractors I have. Due to their innovative ideas, they have saved us thousands of dollars....ed Arnold, Contracting Officer, FDA The TELESIS Team worked diligently to meet the demanding schedule for this (Congressional) request. Several team members worked late into the night to ensure that their work was completed properly and on time. Because of TELESIS work, CAERS was able to comply with Congressional request on time..dr. Paul Jung, Deputy Director CAERS, CFSAN, FDA If all the other program offices in CFSAN could adopt your offices' attitude towards providing responses to FOI A requests in such a timely manner, CFSAN would not have any backlog. My thanks again to you and your staff for a job well done. Patti Gee, FOI Officer Your team has repeatedly stepped up to the requirements and has delivered superior services, consistently meeting and exceeding the performance requirements..cheryl Burgess, Project Officer, FDA TELESIS has consistently provided timely and efficient records management services in support of CAERS program. They are to be commended for the superior services they provide..tracy Summers, Project Officer This job is a testimony to the commitment that TELESIS team has for quality work.dr. Paul Jung, Deputy Director CAERS, FDA 15

16 Experience with Employee Transition U.S. Dept. of Treasury, Tax and Trade Bureau Transition Operations in 2 Weeks with 95% Incumbent Capture U.S. Dept. of Interior (National Business Center) Transition Operations in 2 Weeks with 100% New Workforce (Incumbents not available) U.S. Dept. of Navy (NAVFAC) Transition of 94% incumbent employees performed over a weekend U.S. Dept. of Army (DTC Support at Aberdeen Proving Ground) 100% incumbent employees transitioned successfully in less than 8 calendar days U.S. Dept. of Navy (New Program / Classified Program) Identified, hired and retained 26 IT professionals in 20 calendar days U.S. Dept. of HHS 100% incumbent employees transitioned successfully in less than 10 calendar days U.S. Dept. of Army (Maneuver Control System) 98% incumbent employees transitioned successfully within 6 Calendar days TELESIS Enjoys a 90% Employee Retention Rate Highly Efficient HR Department Attractive Employee Benefits; Sign-on Bonuses to Attract and Retain Personnel Full Customer Communications Before, During and After Transition Incumbent Staff Recruitment and Capture Experience in Subcontractor / Team Partner Management 16

17 Our Customers and Strategic Alliances U.S. Department of Health and Human Services U.S. Department of Interior U.S. Department of Treasury U.S. Department of Homeland Security U.S. Department of Education U.S. Department of Transportation U.S. Department of Commerce U.S. Department of Justice U.S. Department of the Army U.S. Department of the Navy Office of Personnel Management General Services Administration Defense Nuclear Facilities Safety Board Consumer Product Safety Commission SAIC Lockheed Martin IBM Corporation Booz Allen Hamilton General Dynamics Information Technology 17

18 Federal Contract Vehicles for TELESIS Services GSA Schedule 70: Prime Contract GS-35F-0537L GSA Schedule 36: Prime Contract GS-25F-0041R GSA 8(a) STARS (FA 1-5): Prime Contract GS-06F-0204Z GSA Alliant SB: Prime Contract GS-06F-0645Z FDA ICT21: Prime Contract HHSF I FDA ELMS: Prime Contract HHSF I FAA efast BPA: Prime Contract DTFAWA10A Navy SeaPort-e: N D-4614 DISA NexGen: Subcontractor to Large Business ITES-2: Subcontractor to Large Business Army Rapid Response 2: Subcontractor to Multiple Primes Strategic Services Sourcing (S3): Subcontractor to Multiple Primes TIPSS 3: Subcontractor to Large Business

19 TELESIS NAICS Codes : Data Processing, Hosting, and Related Services : Custom Computer Programming Services : Computer Integrated System Design : Computer Facilities Management : All Other Information Services : Other Computer Related Services : All Other Telecommunications : Facilities Support Services : Administrative Management and General Management Consulting Services : Engineering Services

20 An Award Winning Small Business Technology500, Rank 467: 2010 SmartCEO Top Women Business Owners Achievement Award: 2010 Top 50 Diversity Owned Businesses in MD: 2004, 2005, 2006, 2007, 2008, 2009, 2010 Top 500 Small Businesses in MD: 2004, 2005, 2006, 2007, 2008, 2009, 2010 Inc. 500: 2004, 2005, 2006 Washington Technology's Fast 50 Small Business, Rank 5th: 2006 District Office Small Business Person of the Year, U.S. SBA: 2005 Special Congressional Recognition: 2005

21 Contact Information Payal Tak, President & CEO Tel: Fax: Greg Goff, Chief Technology Officer Tel: Fax: Joe Pisula Vice President Customer Solutions Tel: Fax: Larry Pokroy Vice President, Business Development Tel: Fax: Sonia Dua, Director Tel: Fax: Ms. Jewel Morgan, Program Manager Tel: Fax: