MDIS - Cost

How do you achieve such a high level of savings?
The savings we achieve typically arise from two sources: First, we right-size staffing and pay technicians at market-driven rates. (Many companies either pay technicians more than they need to or tolerate work that is substandard.) Secondly, and more importantly, we manage infrastructure support in a highly efficient way. For example, our "swap" methodology for hardware break/fix allows us to achieve a higher level of staff utilization than we could otherwise achieve by doing repairs at the desk side.

Do you have tangible metrics to validate your savings claims?
We use industry metrics to set benchmarks and create a customized strategy for each client that delivers high cost savings. Our clients have found that we typically provide cost savings of 25-30%. We have client references available who can attest to our ability to deliver compelling cost efficiencies.

How do your costs and quality compare to other vendors?
Our quality is comparable to or better than other vendors, and our costs are significantly below average. We also provide rapid transitions and achieve initial SLAs within two to three months of project roll-on. Our cross-industry methodology, SmartDesign^SM, allows us to minimize risk and reduce costs by implementing proven, repeatable processes.

What is your average cost per desktop?
Per-desktop costs depend on the services contracted for and the service levels required. Because each client has different requirements, we can't provide average costs - that would be like comparing apples to oranges.

 

MDIS - Quality/Service/Accountability

What is your SLA average across industries?
We help each client develop a SLA that is suited to its business needs, and then we meet that SLA. We are able to share our SLA metrics with clients three months after project onset. We have met extremely aggressive respond/resolve SLAs for high-demand businesses, such as commodities trading.

How do you increase service levels?
How do you measure that? We measure service levels on a monthly basis, using data generated from the client's incident tracking software. By continually analyzing service level data, we can identify bottlenecks and systemic problems; addressing these issues allows us to continue increasing service levels. Our client references can testify to our ability to gain process efficiencies across a wide array of service areas.

How do you ensure that the right person handles each job?
At any point in time, each technician has a specific set of support tasks that he or she is qualified to perform. But our philosophy is not to allow technicians to overspecialize: We regard this as an inefficient and risky approach. Critical problems shouldn't be held up waiting for the availability of a particular person. To make sure we have as many "right people" as possible for each job, we continually train our technicians to expand their range of skills. As technicians gain experience, they are able to take on more and more complex tasks.

How will you guarantee your services and costs?
Who is ultimately accountable? Design Strategy is accountable for costs and service levels. How we guarantee service levels: Service level agreements are typically part of the contracts that we sign with clients. Some contracts include penalties for failing to meet SLAs. How we guarantee costs: We have different types of pricing agreements with different clients - fixed-price, time and materials, per desktop, or per incident. Whatever the pricing model, contracts must include protections for both us and the client, so that, for example, unforeseen changes in volume don't adversely affect either of us.

What are my options if I am not happy with the service you provide?
If there are problems with our service, we want to know about it immediately. Our president is personally involved with each contract and is always available for clients to talk to. But nearly all problems are headed off at a lower level. The DSC engagement manager stays in regular contact with client management, holding regular meetings to discuss progress and obstacles. And at the start of each project, we develop a communications process jointly with the customer, to ensure that we are communicating issues and results in the best way. We also survey end users on a regular basis - and analyze survey results in order to discover how we can improve our service.

What kind of reporting tools do you offer?
Our reporting style is simple but effective. We track SLAs by location, service type, and failure type. Over time we assess industry levels and compare them to see if we have any systemic issues that need to be addressed. We also conduct proactive assessments of software and hardware to minimize problems and user disruption. We believe in identifying and resolving issues before they occur.

How do you transition from an existing vendor?
Very carefully. We are well aware that transitions can be risky and disruptive, and we devote a great deal of attention to minimizing that risk. The first step in any contract is to develop a detailed plan, jointly with the client, for transition and transformation. This plan will be different in each case, depending on the client's needs and wishes. We also try to build a positive relationship with the incumbent vendor - perhaps by buying replacement parts or software tools that they have invested in for the project - so that we can learn as much as possible from their experience. If possible, we may also make offers to key technicians the client wants to retain.

How do you handle business spikes?
Emergencies? For volume changes that are seasonal or otherwise predictable, we prepare by scheduling deferrable tasks and staff vacations during lower-volume periods, so that a maximum number of technicians will be available for the high-volume periods. For unforeseen emergencies, we can mobilize additional DSC technicians very quickly from our SWATT team. We've met transactions spikes before - as much as 300% greater than client expectations - and navigated them smoothly.

Who are your references?
Most of our contracts are done under NDA agreements, which means we handle references on a case-by-case business. Please contact management for references that are specific to your industry.

Have you done work in my industry?
We have deep experience in the financial services, insurance, pharmaceuticals, fashion, consumer packaged goods and education industries.

How do I know that you will be able to meet my business challenges?
We have deep experience, gained over 25 years of developing and implementing technology solutions for our customer base of Fortune 500 companies. We have a personnel resource base of more than 50,000; trained technologists we can leverage quickly to respond to immediate business needs. We also have national alliances to provide system parts and personnel in remote locations where we do not have a specific geographic concentration.  

 

MDIS - Staff

Where do you get your people?
We maintain a large database of IT consultants, many of whom have been working with us for years. We also recruit on an ongoing basis through our website, consultant referrals, and other types of outreach.

How do you ensure that they are qualified to operate my systems?
Our four-step process includes an advanced skills-match search; comprehensive screening, including a personal interview; one-on-one technical interviews by experts; and multiple reference checks. We can also perform additional background checks to make sure candidates meet client industry requirements.

What certifications does your staff have?
How do they keep their skills current? Our staff possesses professional certifications from leading hardware and software providers including Cisco, Dell, IBM, HP, Novell, Microsoft, Oracle, Sun, Xerox, and others. We help staff keep their skills current by deploying them on an array of advanced technology assignments and cross-training them on client systems, so that they can take on increasing responsibility and solve a wider array of client problems.

Do you perform drug and background checks?
We perform background checks routinely. We can also perform drug tests to meet client requirements.

What is your attrition rate?
Less than 10% per year, measured over the last three years. We understand that staff continuity is important to clients, and we make efforts to retain talented staff by establishing a relationship of mutual trust and by affording them opportunities for career growth.  

 

MDIS - Other

What am I going to do with my existing staff?
This is a business decision. In a personnel outsourcing situation, we work with our clients to determine the best approach and address personnel needs. In many cases, we will bring personnel into our structure to maintain continuity and minimize immediate disruption. As the program develops, we offer personnel market-level compensation, the opportunity to transition to other accounts, and access to our extensive recruiting services at no charge.

Why should I choose Design Strategy when I am happy with my current provider (external vendor/internal IT department)?
Because Design Strategy may provide you with benefits you are not currently achieving. If you want to reduce your total cost of operation, improve service levels, implement consistent management reporting and control, and leverage a highly skilled staff, then you should strongly consider Design Strategy.

Why should I choose Design Strategy over another vendor?
We deliver what we promise! Our costs are lower. We meet aggressive service level goals and then keep on improving. We integrate seamlessly with your IT department. We'll keep you informed of what we're doing, how well we're doing it, and where the opportunities for improvement lie - you will understand exactly where your support dollars are going.

Can you support us nationally and internationally?
We can easily support national requirements, as we have staff in many major U.S. cities, and alliances to provide highly skilled resources where we do not have a presence. At this time, we are not providing services internationally.

Can your services help us with a short-term project?
Design Strategy Corporation provides Managed Distributed Infrastructure Services on a project basis as well as an ongoing full managed service basis. Examples of projects include deploying new workstations and printers; coordinating large-scale moves; upgrading workstations to meet new hardware or software standards; and removing virus infections from a LAN.

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Staffing

How can Design Strategy Corporation help my company with staffing issues?
If you need help meeting critical project deadlines, if you're implementing new technology, or if you simply want more expertise in your IT team, we'll provide you with the right technical resources. Our consultants can either work under your direction or serve as project managers keeping your projects on track and within budget.

What kinds of consultants are available?
Design Strategy Corporation technical consultants are specialists in implementing leading-edge technologies. Many of them have received professional certifications from Microsoft, Oracle, Novell, Cisco, Sun, and other leading providers.

Every consultant we submit to a client for consideration has been screened, interviewed, and evaluated for technical skills, communication skills, and professionalism. We realize that every consultant is a reflection on us, and we want each reflection to be a positive one. We deliver the best.

How long will the consultants work for us?
As long as you need them. Our engagements range from short-term task forces to long-term support. Consultants are usually employees of Design Strategy Corporation, so you don't have to worry about finding new projects for them. In some cases, we provide permanent placements.

Do your consultants work in our geographical area?
While most of our staff work in the New York tri-state area, we have consultants working throughout the United States and even in Europe.

How soon can you find consultants for us?
We can usually locate, screen, and present highly qualified consultants within 24 to 48 hours.

How does Design Strategy Corporation find people so quickly?
We have a very large database of consultants who have worked with us or applied to work with us. We also use many other resources to identify qualified consultants.

What are the NACCB and the Open Door Education Foundation?
The National Association of Computer Consultant Businesses (NACCB) is the only organization solely devoted to representing IT services firms and their employees. Its mission is to foster the highest professional ethics and standards in the IT industry. It has more than 500 member companies with $15 billion in combined annual revenue.

The Open Door Education Foundation is a nonprofit foundation affiliated with the NACCB. It offers educational scholarships with the goal of increasing the quality and quantity of trained Americans entering the IT industry. Design Strategy Corporation is a founding member of the organization.

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Consultants

How will working with Design Strategy Corporation help my career?
Design Strategy Corporation consultants are talented and ambitious, and we help them make the most of their talents. If you become a Design Strategy Corporation consultant, you can look forward to implementing leading-edge technologies and taking on positions of increasing responsibility. You'll have the opportunity to build your resume with challenging projects that stretch your capabilities.

What happens when I send my resume to Design Strategy Corporation?
If you submit your resume online or email it to webres@designstrategy.com, your resume will be posted immediately in our candidate management system and reviewed by our recruiters for qualification. You will be considered for current jobs or any future jobs that match your skills and goals. A recruiter will contact you before proposing your resume to any client.

What are the NACCB and the Open Door Education Foundation? The National Association of Computer Consultant Businesses (NACCB) is the only organization solely devoted to representing IT services firms and their employees. Its mission is to foster the highest professional ethics and standards in the IT industry. It has more than 500 member companies with $15 billion in combined annual revenue.

The Open Door Education Foundation is a nonprofit foundation affiliated with the NACCB. It offers educational scholarships with the goal of increasing the quality and quantity of trained Americans entering the IT industry. Design Strategy Corporation is a founding member of the organization.