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INDUSTRY PROFILE: DELL

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itizens 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 such as continuity of operations, information assurance, mobility and electronic transactions. And as Americans make these new demands on government institutions, government can rely on Dell for IT solutions that help it respond to the challenge. Dells long-standing partnership with government uniquely positions the company to meet todays evolving IT requirements. For nearly 20 years, Dell has been a key supplier of information technology solutions to the public sector, providing a range of reliable, industry-standard products and dependable services to back them up. Dell pioneered the factory-direct sales model for computer technology, which allows customers to receive the latest equipment at low cost. The benefits of this model have never been more significant as government agencies scramble to meet a new set of IT imperatives. Dells direct customer relationships mean government requirements rapidly are reflected in available product lines; therefore critical technology reaches users without delay. Were engineering products from a hardware and software standpoint to take advantage of new technologies that support vital issues like mobility and continuity of operations, said Bob McFarland, Dells vice president of government. Our direct business model allows us to quickly develop equipment that meets customer needs and get it into the mainstream. The company also collaborates with some of the most respected names in the technology industry to deliver true solutions to governments IT needs. Dells alliances with Microsoft and Intel help ensure that public agencies receive advanced, yet proven, answers to emerging technology challenges. Microsoft and Intel set the standards for this industry. Through our partnerships with those companies, government customers get the very best solutions from really relevant innovators, McFarland said. In many cases, we can literally start delivering Intels latest chip the day after it becomes available, so we can take new technology to the government market as soon as they are ready for it. Working in concert with these industry pioneers allows Dell to deliver breakthrough solutions more quickly than ever before. For example, Intel works closely with Dell to ensure that the companys PCs and servers contain the latest processor technologies and architectures and that they comply with vital industry standards. But Dells capabilities go beyond products. The companys broad spectrum of integration and support services combine to deliver comprehensive technology solutions from a single, trusted supplier. For government, thats a model that streamlines technology acquisition, while helping to improve accountability and control costs. 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. Heres a closer look at how Dell addresses some of governments most pressing IT needs.

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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, operated under the direction of Sheriff Michael S. Carona, serves as a nerve center for countywide disaster-response operations for a population of nearly 3 million. When activated, the EOC houses public safety officials, county department heads, elected representatives and other key personnel, allowing them to deliver a unified response to major emergencies. These officials rely on Dell laptop PCs to manage the torrent of information generated during a disaster situation. We have a cart plugged in and ready to go with 20 preprogrammed wireless laptops. Theyre loaded with all the software we need to handle information flow for emergency management, said Sheriff Carona, of the Orange County Sheriffs Department. The technology allows us to network within the building, as well as with state and local agencies and other EOCs. The department chose Dell Latitude business-class notebooks to equip the facility. The machines include Dells TrueMobile wireless LAN technology. 1 Weve been really happy with them, said the EOC Commander, Captain Catherine Zurn of the Orange County Sheriffs Department. Our information systems people felt that Dell was the best product for the job. She said wireless technology provides flexibility that is vital to operating the EOC, which consists of an operations room, a support room and a command room. We may choose to only activate the support room, which houses the public hotline. We could take all 20 computers and put them in there. Or we may only activate the command room for the policy-makers, and we may just need five computers in there, Zurn said. Wireless technology allows us to move the equipment wherever it needs to go. She added that the technology in use since last summer improves emergency communications and strengthens the tracking and management of resources during a crisis. In the future, the county expects to link the EOC to mobile data terminals mounted in law enforcement vehicles and even connect with law enforcement helicopters. Clearly, the new laptops and wireless network deliver vast improvement over the EOCs previous technology. We had individual computers and hard drives on the tables, but we didnt use them much, she said. Our Dell solution allows us to manage the emergency information flow much more effectively. Were very happy with 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 number of users, interference, transmission barriers (such as walls and building material), and other factors.

Continuity of Operations
There was an era when continuity of operations planning occupied a sub-set in governments overall electronic strategy. Recent events, however, catapulted this overlooked operations element to priority status as the potentially catastrophic results of a disabled government became frighteningly clear. Ensuring the continuity of government operations represents a huge concern for public officials. Dell responds to this requirement with continuity of operations solutions based on three cornerstones: highavailability systems designed to survive unexpected failures and outages; planning and recovery services that prepare organizations to withstand disruptive events; and disaster recovery strategies that allow agencies to quickly resume agency-critical operations after catastrophies occur. Although these elements are enabled by hardware and software, their success resides in creating an effective mix of people, processes and technology. Dell consulting services help government agencies design and implement infrastructures that provide continuity of vital government functions. Support offerings include deployment, installation, training and allimportant systems testing. Working with select partners, Dell creates applications and systems that deliver high availability based on sophisticated redundancy, clustering and fail-over strategies. The companys disaster-recovery solutions include advanced back-up systems that support off-site storage facilities and mirrored data centers. Dell deploys these techniques in its own operations before offering them to customers, helping to ensure that government agencies receive proven solutions for safeguarding critical public services. In other words, the company uses the same systems it sells to clients. Thats a core business principle for Dell, and it results in superior technology for government customers. Recognizing that requirements and resources vary among jurisdictions, Dells business-continuity offerings are both scalable and costeffective. The company provides a cohesive set of servers, storage devices, software and services that form the building blocks of an effective continuity of operations strategy. Its an approach that allows agencies to implement solutions as they need them, adding features as new resources become available.

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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. Dells 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 companys comprehensive product selection allows government customers to choose the combination of computing power, durability and mobility options that best fulfills their requirements. Dells direct-sales model and special government contract pricing help reduce acquisition costs, allowing agencies to stretch scarce technology dollars. Furthermore, the companys custom software integration and delivery options lighten the burden on government IT staff by routing preconfigured computers directly to end-user locations. The U.S. Army Reserves 88th Regional Support Command (88th RSC) relies on Dells direct-sales model and custom-configuration capabilities to help conserve technology resources and improve standardization. Working with Dell saves tens of thousands of dollars in IT costs, according to the 88th RSC. For example, the partnership has eliminated $70,000 in shipping costs alone, and it saves three to six hours of IT staff time per workstation when new computers are deployed. The 88th RSC orders Dell OptiPlex desktops, Latitude laptops and PowerEdge servers through a customized Web page. Ready-to-use systems preloaded with standard and proprietary software, logos, 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 Reserves help desk. Its a cooperative effort that has saved us time, resources and costs, said Randall Ciechna, CIO for the 88th RSC. We finally have control over whats loaded on each machine and can ensure that it works right out of the box. And Dells optional CompleteCare service programs1 offer complete repair and replacement of mobile computers that are accidentally damaged, allowing government to protect its investment in mobile technology. TrueMobile Wireless Dells cohesive set of standards-based wireless technologies quickly and easily equips agencies to deliver

Dell Notebooks Hit the Road with Motorcycle Officers

Laptop computers are relatively common in police patrol cars, giving law enforcement personnel access to vital databases and other information. But extending this technology to motorcycle officers has been a difficult challenge until now. Police in Newport Beach, Calif., may be the first in the nation to operate motorcycles equipped with wireless laptop PCs. The Newport Beach Police Department is mounting Dells advanced Latitude C400 notebooks on the back of officers bikes. These compact, yet powerful machines are proving ideal for the groundbreaking application. The C400 is super thin, but it has a nearly full-size keyboard. Thats important because the motorcycle officers usually wear gloves, said Newport Beach Police Capt. Tim Riley. Its also robust; it has a powerful Mobile Intel Pentium III processor - M in it. The C400 offered other important features, as well. For example, the notebook includes a dedicated serial port to accommodate a radio

information wherever it is needed.2 Its a cost-effective mobile solution that government can implement immediately, yet its backed by a strategy and vision for moving to future technologies. Dell also understands that mobile solutions for government must be secure and manageable. The companys mobile products may be equipped with an array of system-locking and user-identification options, giving agencies strict control over who can access sensitive data. And Dells sophisticated remote systems management products allow IT professionals to efficiently administer the security and support needs of this equipment.

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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 Dells 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, Riley said. We had to wait for the right technology to become available. The department expects to deploy the notebook technology on its entire 14-motorcycle fleet over the next several months, putting these officers on even footing with colleagues driving conventional police cruisers. Newport Beach has used car-mounted laptops to deliver vital information to officers for years and recently installed Dell C800 notebooks in its police cruisers. The officers on motorcycles have the same responsibilities and vulnerabilities, and they have the same need for information resources, said Riley. Using the new technology, motorcycle officers will tap into the departments records management system, as well as databases for warrants, restraining orders, driving records and criminal histories. The system also provides court-calendar information and computer-aided dispatch data. Whats more, the bike-mounted technology links to Newport Beachs vehicle location system, giving dispatchers the ability to track officers whereabouts and quickly route them to emergency calls. Altogether, these resources help make the departments motorcycle officers more effective in performing the critical job of protecting citizens. Our goal is to get as much information as possible into the field to the people who really need it, Riley said. That motorcycle is really the officers lifeline.
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.

E-Government
E-government services have become a requirement for 21st-century governance. And the same electronic systems that drive the daily business of government will form the backbone of the new focus on homeland security. Dell bases its e-government strategy on four priorities; centralized IT operations, interagency collaboration, information distribution and empowered employees. Creating these elements requires highly available Internet, intranet and extranet solutions. And, given the tightened budgets of many federal, state and local jurisdictions, e-government initiatives must be implemented using common technologies that can be leveraged to deliver services to both citizens and employees. Teaming with partners such as Microsoft and Intel, Dell delivers costeffective, industry-standard solutions to electronic government challenges. This approach not only helps reduce costs, it can dramatically shorten implementation time. And the resulting best-of-breed systems offer superb effectiveness, easy customization and straightforward upgradeability. For example, Dell works with Intel to deliver server solutions that respond to the demands of electronic government flexibly and cost-effectively. Intels Scale Right model is dedicated to providing public jurisdictions with powerful server architectures that may be clustered or consolidated to fit agency needs. Efforts such as these help ensure that Dells Intel-based servers deliver exceptional value to government customers. Dells 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 Dells direct relationship with its customers, as well. For example, the company maintains a database of customer equipment and configurations, by which the customer can track their IT assets via the Internet through the use of Premier PagesTM. Therefore, Dell can accurately document and recreate government IT assets that are lost in a disaster. This information, coupled with Dells unmatched manufacturing flexibility, means that agency customers quickly receive replacements for vital hardware and software components.

In addition, Dell delivers consulting services that help government agencies design mobile solutions that continue to function when they are needed the most during emergencies and unforeseen events. Taken together, Dell products and services offer government a comprehensive solution for improving the flow of critical information to mobile workforces.
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 number of users, interference, transmission barriers (such as walls and building material), and other factors.

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Dell Servers Help Make Pennsylvania Business-Friendly

Under the leadership of Governor Mark Schweiker, Pennsylvania is open for business and making it easy for companies to interact with government online. The Commonwealth has created a Web portal that allows businesses to file applications with multiple agencies through a single electronic template, and it chose Dell PowerEdge servers to provide computing muscle for the groundbreaking project. Dell enterprise-class servers deliver the reliability and scalability needed for the high-profile site, which received 19 million hits and logged 2,500 business registrations between September 2001 and February 2002. Those hits are evenly balanced between normal business hours and nights and weekends, signaling that business owners find the online services useful, according to Marty Rupert, project manager for the portal, which is known as Pennsylvania Open for Business. Its a sign that we nailed the 24/7 concept, Rupert said. Its a confirmation that we are providing what constituents are looking for. Construction of the enhanced Web site began in May 2001, and the site was launched just five months later. Participating agencies include the departments of Revenue, State, and Labor and Industry. The sites Dell servers are loaded with Microsofts powerful BizTalk and SQL Server applications, streamlining tasks that once required users to perform multiple entries. The new approach reduces paperwork and saves plenty of time for Pennsylvania employers.

For example, an online applicant is presented with a series of questions. Responses come from 295 decision blocks that determine what the next questions will be and where the applicant will be directed. Information submitted by users is converted to an XML packet and then routed by the BizTalk software to the appropriate department. The average registration process is completed in about an hour, shaving several hours from the time required by the previous system. BizTalk orchestrates the process for us, says Steven Halliwell, MCS project manager. The whole environment is under Commonwealth control and is designed to result in high availability, reliability and scalability. Dell is a long-time technology partner with Pennsylvania, proving its ability to support state government requirements over many years of service. In fact, the Commonwealth also operates a server farm based on Dell hardware. Now, Pennsylvania is enhancing the PA Open Business Web site even more for employers by implementing digital signature technology. Applicants can acquire a digital signature and have it stored in the system. The stored signature is automatically recalled whenever its needed for a business transaction. Pennsylvania is the only state with three agencies cooperating in this way, Rupert said. Under Governor Schweikers direction, we have set a standard for other agencies who, in the future, might want to interact. They see what these pioneering agencies have accomplished and that encourages them to work together cooperatively, too.

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 companys desktop components, for example, support security options such as smart cards, biometrics, passwords and digital

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Dell Servers Power Vital Texas Health Network

Public health officials in Texas will soon rely on the Health Alert Network (HAN) to quickly respond to healthcare crises and terrorist attacks. This advanced Web-based solution connects the Texas Department of Health and county health departments across the state. HAN, which currently supports 64 local health departments, provides a communication link that government health officials can use 24 hours a day, seven days a week. State officials expect the network eventually to accommodate several thousand users throughout the public healthcare system. The Texas Department of Health (TDH), working with the Texas Association of Local Health Officials (TALHO), will use the HAN to transmit health alerts to county and city health facilities throughout Texas and collect comprehensive healthcare data. Ultimately, the networks broad reach will allow officials to track statewide health issues and disease trends. In addition, HAN will deliver advanced training material to local health facilities. Dell enterprise computing hardware sits at the heart of this vital resource, according to Glen Bason, distance-learning technologist for the Texas Department of Healths Bioterrorism Response Unit. We needed a system with a proven track record, he said. We went with Dell because of the companys reputation and dedication to providing networking solutions and Web servers.

The department chose an Oracle Certified Configuration for Dell, which consists of Dell PowerEdge, PowerVault and PowerApp.web servers preconfigured with Oracle database software. Its optimized for Oracle, so its a proven, integrated system that doesnt require a lot of guesswork to set up, Bason said. It just starts up, and youre ready to build your database. The solution is backed by Dells Gold-Level Support1, which provides onsite response to hardware problems within four hours. The department also receives remote software and storage support through Dells Enterprise Expert Center. The result is a reliable, scalable communication tool for TDH and their healthcare partners. The HAN will equip state and local healthcare agencies to react more effectively to disease outbreaks. It will also arm them to counter bioterrorism attacks, an important consideration in an era of heightened security. In a bioterrorism event, we could share information among hospitals, clinics and local health departments simultaneously, Bason said. Those facilities would quickly realize that we have a health emergency on our hands and begin working on a solution.
1Service 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.

signatures depending upon an agencys requirements. In addition, Dell designs for overall system integrity by allowing users to disable drives and ports that may be compromised. And sophisticated tools are available to monitor system images for corruption and alert IT administrators when software configurations are altered. Through partnerships with industry-leading software providers, Dell also offers enterprise solutions that both strengthen security and simplify system administration. For instance, Dell consultants work with government customers to implement systems based on Microsofts powerful Active Directory product, which provides a central resource for managing user identities and passwords across multiple applications. Using this technology, Dell can design solutions that allow users to sign on once and access any network applications they require, eliminating the need to juggle dozens of passwords for separate systems. Furthermore, the technologys centralized administration capabilities helps ensure that user IDs and system permissions remain accurate and up to date.

Additionally, Dell responds to the growing need to manage security for wireless networks. The company has been developing mobile applications since 1999 and now offers self-contained wireless solutions that include comprehensive security features. These solutions address virus detection, chassis intrusion, biometric identification, password protection and other key security concerns. Ultimately, Dell and its industry partners deliver a full range of industrystandard solutions that fulfill agency security needs at the desktop, in the field and across the enterprise. And because of Dells uniquely efficient business model, these solutions reach government customers with exceptional speed and cost-effectiveness.

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State & Local Customers

800.574.9913
Federal Customers

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.

This Government Technology Industry Profile was sponsored by Dell, Intel and Microsoft. Copyright 2002 Government Technology. All rights reserved. Printed in USA.