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Information Technology Infrastructure and Operations

Information & Systems Management Service

The Office of Information Technology Infrastructure and Operations (ITIO) provides expert guidance and knowledgeable professionals to gather requirements, design and develop plans, and implement and manage customer information technology (IT) needs.

Operations and support capabilities include:

  • Planning, deployment, and maintenance of network devices and servers
  • Enterprise network security monitoring and incident response
  • Local Area Network high-speed data-transfer connectivity to the customer’s data and applications
  • Wide Area Network services to interconnect the customer’s geographically diverse organization
  • Courteous and experienced 24/7 Service Desk to answer questions or solve problems using remote desktop assistance
  • On site desktop/laptop support with 4-year product life cycle upgrades
  • Government Business Continuity of Operations and Disaster Recovery services
  • Government and commercial off-the-shelf software installation and technical support
  • Network printer installation and technical support with toner replacement
  • BlackBerry® email and wireless solutions with 2-year product life cycle upgrades
  • Business Application Hosting: hosting, maintaining, and managing the customer’s critical applications and databases in dedicated data centers
  • Outlook® Exchange Enterprise E-mail Server Hosting: hosting, maintaining, and managing the customer’s e-mail needs in dedicated data centers

The Office administers and implements its extensive IT program, which includes firewall and security protection, at the most affordable cost. Using ITIO services enables customers to minimize risks, lower costs, and concentrate on their day-to-day core government business priorities.

Offered to:

    HHS

Service desk/technical support performance:

  • The average speed to answer calls will be less than 45 seconds.
  • Call abandonment (caller hangs up after 60 seconds) will occur on less than 5% of calls.
  • Tickets will be resolved on the first call 85% of the time.
  • Technical support tickets will be completed no longer than 10 business days from the first notice.
  • 95% of Priority 1 (Major Outage, Multiple Users Impacted) tickets will be closed within two (2) business hours.
  • 95% of Priority 2 (Significant Degradation of Performance, Multiple Users Impacted) tickets will be closed within four (4) business hours.
  • 95% of Priority 3 (Minor Degradation of Performance, Minimal Users Impacted) tickets will be closed within eight (8) business hours.
  • 95% of Priority 4 (“How To” Requests, No Operational Impact) tickets will be closed within three (3) business days.

Services offered include:

Tier: Bronze
Description of Service:

  • End Users receive 24/7 telephone Service Desk support only, as per the Bronze level SLA.
  • Desk-side support is not provided for End Users in the Bronze service tier. End Users must bring or ship equipment to a location specified by the equipment vendor for service.  

Tier: Silver
Description of Service:

  • End Users receive 24/7 telephone Service Desk support and services/performance targets described in the Silver level SLA.
  • Seat Management hardware-break/fix and software support for personal computing devices, including any government-approved peripherals, such as printers, scanners, etc.
  • Encompasses installation of PC; Move/Add/Change (MACs) per SLAs; unlimited help desk calls; core image software support; mission-required software support; desk-side support; and patch management.

Tier: Gold
Description of Service:

  • End Users receive all services identified in the Silver Tier.
  • Reduced response times as per the Gold level SLA. End Users in this category receive full support as per the SLAs.

Tier: Platinum
Description of Service:

  • End Users in this category receive all services identified in the Gold Tier.
  • Reduced response times as per the Platinum level SLA, which is equivalent to kid glove treatment.
  • Immediate desk-side support for all incidents.

ITIO FY11 Monthly Service Rates

Desktop and Laptop ComputersBronze ServiceSilver ServiceGold ServicePlatinum Service
Standard Desktop – HP COMPAQ 8000 Elite SFF Business PC with 2GB PC3-10600 memory (2x1GB), 160GB SATA 3.5 first hard drive, HP LCD speakers, HP COMPAQ (LA1951g) LCD monitor$237.68$260.02$350.04$418.93
Power User Desktop – HP COMPAQ 8000 Elite SFF Business PC with 3GB PC3-10600 memory (1GB+2GB), 160GB SATA 3.5 first hard drive, HP LCD speakers, HP COMPAQ (LA1951g) LCD monitor$264.22$267.26$357.28$426.18
Short Duration Use of Standard Desktop Computer (One month minimum, Silver level service tier only)N/A$352.02N/AN/A
Standard Laptop – HP-0 6930 – BL399US, 2GB 800DDR2 2DM 6930p memory, 160G 7200RPM FX 6930p hard drive, HP COMPAQ (LA1751g) LCD monitor$281.63$307.70$412.71$493.07
Travel Laptop – HP-2530p – BL401US, 2048MB 800DDR2 1DM 2503p memory, 80GB 2530p SSD drive$328.92$334.05$433.93$514.30
Power User Laptop – HP-8530w – Mobile Workstation – BL400US, 2048MB 800DDR2 1DM 2503p memory, 80GB 2530p SSD drive$328.92$334.05$433.93$514.30

Network PrintersMonthly Rate
Type 1 - Black and White Laser Printer – Print speed: 35 ppm; Print resolution: 600 x 600 dpi; Duty cycle: Up to 200,000; Paper input capacity: Up to 2,000; Memory: 128MB, 10/100BaseT Ethernet; Two-sided printing; Confidential printing$313.68
Type 2 - Black and White Laser Printer – Print speed: 50 ppm; Print resolution: 1200 x 1200 dpi; Duty cycle: Up to 300,000; Paper input capacity: Up to 2,000; Memory: 256MB, 10/100BaseT Ethernet; Two-sided printing; Confidential printing$338.38
Type 1 - Color Laser Printer – Print speed: 30 ppm in B&W and 15 ppm in color; Print resolution: 600 x 600 dpi with 2400 image quality; Duty cycle: Up to 90,000; Paper input capacity: Up to 2,000; Memory: 256MB, 10/100BaseT Ethernet; Two-sided printing; Confidential printing$331.15
Type 2 - Color Laser Printer – Print speed: 40 ppm in B&W and 30 ppm in color; Print resolution: 600 x 600 dpi with 2400 image quality; Duty cycle: Up to 90,000; Paper input capacity: Up to 2,000; Memory: 512MB, 10/100BaseT Ethernet; Two-sided printing; Confidential printing$366.75
Wide Format Laser Printer – Print speed: 35 ppm; Print resolution: 1200 x 1200 dpi; Duty cycle: Up to 200,000; Paper input capacity: Up to 2,000; Memory: 256MB, 10/100BaseT Ethernet; Two-sided printing$465.03

Desktop PrintersMonthly Rate
Black and White or Color Laser Printer$92.28
Installation – One-time charge to install government-owned desktop printer. No support provided after installation. No monthly service or management fees charged$104.28
Multi-function Device with CPU Support – Desktop printer/scanner/fax$67.39

LAN Connectivity OnlyMonthly Rate
Local Area Network (LAN) Connectivity – One (1) 100 Mbps network connection for an end device. Location is pre-wired and connected to the ITSC-Net. Prior approval is required$96.31

BlackBerry®Monthly Rate
BlackBerry – Asset provided with managed service. Includes monthly carrier service charge$222.55
International Services$155.86
International Dialing Services$13.52
Broadband/Modem Internet Services$115.37
GPS Service$74.28
Push-to-talk$73.00
Help Desk Support (only) – Monthly management fee for each government-owned BlackBerry asset$70.74

InfrastructureMonthly Rate
100 Mbps Network Connection – Provided for one end device. Location is pre-wired and connected to the ITSC-Net. Prior approval is requiredTBD
Connection Only - Prior approval is required$96.31
Basic Support$115.57
Basic Support and Backup$298.57
Basic Support, Backup and Operating System (OS) Management$780.13
HHSNet Phase II$3.81
HHSNet Phase III$4.61

HHS Mail – EESMonthly Rate
Standard Mailbox$14.03
1GB Storage$31.70
BlackBerry (email connection)$4.48

Business Application Hosting (Physical) GOCO

GOCO (Government-Owned, Contractor-Operated) Bronze Service Tier – 24/7/365 technical support; client server and network monitoring; Virtual Private Network (VPN) with secure remote access; server configuration and provisioning services; server management; managed firewall; information security services; housed in a Tier 3 facility. Service Level Agreements (SLAs) are available based upon the customer’s unique needs.

Business Application Hosting (Physical) COCO

COCO (Contractor-Owned, Contractor-Operated) Bronze Service Tier – 24/7/365 technical support; client server and network monitoring; VPN with secure remote access; server configuration and provisioning services; server management; managed firewall; information security services; housed in a Tier 3 facility. SLAs are available based upon the customer’s unique needs.

  • P2 – 2 sockets x 2 Cores x 8GB RAM
  • P4 – 2 sockets x 4 Cores x 16GB RAM
  • P6 – 2 sockets x 6 Cores x 32GB RAM
  • PS1 – Sun SPARC Enterprise T5120 Server, 1x4 Core 8GB
  • PS2 – Sun SPARC Enterprise T5120 Server, 1x8 Core 16GB
  • PS3 – Sun SPARC Enterprise T5140 Server, 2x8 Core 32GB

Business Application Hosting (Virtual)

Private Cloud Server Instance (Virtual) Bronze Service Tier – 24/7/365 technical support; client server and network monitoring; VPN with secure remote access; server configuration and provisioning services; server management; managed firewall; information security services; housed in a Tier 3 facility.

  • V1 – 1GHz x 1GB of RAM with burst capability to 1.5GHz and 1.5GB
  • V2 – 2GHz x 2GB of RAM with burst capability to 3GHz and 3GB
  • Vplus – 2GHz x 2GB of RAM (available only with V4)
  • V4 – 4GHz x 4GB of RAM with burst capability to 6GHz and 6GB

Public Cloud Server Instance (Virtual on Demand) Bronze Service Tier – 24/7/365 technical support; client server; VPN with remote access; predefined template-based server imaging and configuration; basic firewall with standard sets of ports blocked; server reimaging. Best used for test and development servers; co-located.

  • C1 – 1GHz x 1GB of RAM with burst capability to 1.5GHz and 1.5GB
  • C2 – 2 GHz x 2GB of RAM with burst capability to 3GHz and 3GB
  • C4 – 4GHz x 4GB of RAM with burst capability to 6GHz and 6GB
  • Cplus – 2GHz x 2GB of RAM (available only with C4)

Business Application Hosting – Optional Layers

Bronze Service

Optional application layers are built on the Bronze Service Tier, which provides 24/7/365 technical support; client server and network monitoring; VPN with secure remote access; server configuration and provisioning services; server management; managed firewall; information security services; housed in a Tier 3 facility.

Silver Service

Includes Bronze Package services plus: OS patches and upgrades, user management, release management, problem management, incident management, OS monitoring, reporting and tuning system.

Gold Service

Includes Silver Package services plus: log management, change management, server load balancing and clustering.

Platinum Service

Includes Gold Package services plus: log management and analysis, capacity management and reporting, low-level disaster recovery.

Storage Services

  • SAN Storage – Managed services for storage per GB (TB) per month
  • Data Storage Replication – Price per GB (TB) of replication
  • Managed Backup Services – Managed services for backup, restore, offsite storage and tape storage per GB (TB) per month 

Contacts for ITIO Service

Infrastructure, Email and Storage Services
Scott Funk
301-443-4893
scott.funk@hhs.gov

Application Hosting
Dwayne Rollins
202-260-0011
dwayne.rolllins@hhs.gov

Continuity of Operations/Disaster Recovery (COOP/DR)
Terrence McDonald
202-657-3980
terrence.mcdonald@hhs.gov