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Guide to... Transforming Digital Communications in the DoD

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The Department of Defense (DoD) is a $716 billion global enterprise consisting of many organizations varying in size and mission requirements. With more than 2.15 million service members and 732,079 civilian personnel serving in more than 160 countries at approximately 4,800 defense sites, modern communications environments are essential for connecting joint and coalition forces, support organizations and service providers for effective collaboration.

With ever-changing mission requirements, the DoD must have secure and reliable mobile communications to make informed decisions impacting the effective command and control of operations forces, whether sharing real-time intelligence with military leaders on the battlefield, managing the logistics of feeding thousands of troops, or discharging a patient from a military hospital. Modernizing unified communications (UC) is essential to ensuring the U.S. military meets its mission and remains the world’s preeminent fighting force.

Transforming Digital Communications in the DoD

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Armed Forces Want a Mobile-Infused Future

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Digital Transformation: Insight Into Getting It Right!

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“Digital transformation is expected to yield major savings for government,

such as reducing procurement costs by up to 24 percent.”

— Your Government Digital Transformation Playbook: Managing the People, Processes and Technology

View Infographic

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Guidance for Digital Transformation

Digital transformation is critical to maintaining military readiness. With an increasingly complex global security environment, the DoD needs to invest in UC modernization to ensure that its operations – from military leaders on foreign battlefields and doctors in military hospitals to vendors who deliver supplies and provide services to military bases around the globe – can effectively communicate and collaborate on any device, from any place, at any time.

To effectively defend our nation against an increasingly complex threat environment, the DoD needs to replace aging communications systems with agile technology that can enhance warfighting capabilities and improve operational efficiency. While DoD leaders clearly understand that IT modernization can improve military agility, the journey to seamlessly integrate unified capabilities can be challenging due to aging IT infrastructures and unique security demands, amongst other concerns.

What aspect of digital transformation is most challenging for your agency?

6%

28%

30%

36%

Forming the IT Teams

Adjusting to new technologies

Procuring the right technologies

Change Management

Focus on both employee productivity and customer experience.Improve productivity and efficiency by optimizing the use of communications technologies, expanding digital communications alternatives and training employees on the tools.

Help employees use unified communications effectively.Embed communications directly into business processes for improving both employee efficiency and customer experience.

Keep the human touch.Design technology-enhanced customer experiences by using automation as an enabler, not an obstacle, to connect with a live specialist when needed.

Integrate the back office with the front office.Transform customer interactions by connecting internal and external processes and eliminating service silos.

Don’t forget about the basics when transforming the customer experience.Leverage technology to facilitate an exceptional customer experience delivering on fundamental satisfaction drivers such as quick issue resolution and connection to knowledgeable, empowered service personnel.

The Journey to Digital Transformation

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The Hidden Challenges of Modernization

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What’s Preventing You from Moving to the Era of Engagement?

Federal cloud adoption and migration has accelerated since the Cloud First policy was introduced, but not at the same rate as the private sector. While the governmentwide push for cloud adoption is on-going, DoD leaders have valid concerns to consider when thinking about transitioning UC to the cloud.

Federal MandatesThe Cloud First policy requires government agencies to shift to an available, secure, and reliable FedRAMP-approved cloud option.

Legacy SystemsThe DoD must factor in the number of legacy systems and applications to be integrated and regardless of the situation at each location, there are unique communications requirements to be considered. The integration of decades-old technology takes a lot of time and effort to provision, configure and maintain.

AgilityThe DoD’s global workforce of mobile and distributed teams needs to communicate securely and reliably to respond to rapidly changing mission parameters.

SecurityThe threat of cyber attacks on classified information and sensitive intelligence is high, especially in a mobile environment where there are rapidly multiplying points of entry to defense networks. It is imperative that all IT systems and solutions be secure, including UC. Add to that, concern over moving operations from a server next door to a data center thousands of miles away.

CostIT leaders expect to need a huge amount of funding to transition to the cloud. Knowing that large investments are risky, the DoD is looking for solutions that keep costs low, while improving service levels and meeting budget requirements.

Overcoming Barriers to Cloud Adoption

ComplexityThe DoD’s global workforce is geographically distributed and works around the clock. IT leaders must integrate a dispersed workforce of defense and civilian employees at many locations so that business can be conducted, no matter the location or time.

MaintenanceThe DoD can’t afford to experience downtime where national security is concerned. IT leaders must ensure that knowledgeable staff is available and on-call to manage upgrades and support for all locations to keep communications up and running.

Lack of SkillsIT shops lack in-depth knowledge on how to move premise-based architectures into the cloud. Finding, employing and compensating experienced IT employees that can be deployed to multiple locations to provide time-consuming updates and maintenance can be costly.

Too Many ChoicesDoD IT leaders must consider how to integrate and manage new tools and technologies from multiple partners with legacy systems.

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Federal Risk and Authorization Management Program (FedRAMP)

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What’s Driving Cloud Migration?

Here’s why it’s an ideal time to consider UC as a Service (UCaaS) to meet DoD demands for modern and manageable enterprise communications systems:

Cloud FirstThe Executive Order 13800 and the 2010 Cloud-First initiative encourages Federal agencies to accelerate cloud adoption for IT infrastructure modernization. Gradual migration is underway, with many agency implementations of enterprise email, cloud-based storage, or on-demand applications.

FedRAMPThis government-wide program instills agency trust in cloud computing applications and motivates service providers to align with the Federal Information Security Management Act (FISMA) and NIST Special Publication 800-53, Security and Privacy Controls for Information Systems and Organizations.

Legacy SystemsMany agencies still rely on unsupported legacy voicemail and other communications infrastructure that is difficult and costly to maintain. With UCaaS, agency resources can be applied to mission and no longer must rely on outdated tools.

Personnel RetirementKey government personnel are retiring at an increasing rate, and many are difficult to replace. With cloud-based alternatives, agencies can eliminate the dependency on expert “single points of failure” and support critical infrastructure and applications.

Evergreen TechnologyWith UCaaS, agencies can eliminate recurring maintenance, forced obsolescence, and unplanned capital expenses by ensuring the use of evergreen technology.

Eliminate ExpensesBy delivering UCaaS as a tiered, seat-based consumption model where users access only the features they need and agencies pay only for active users, significant expense can be eliminated.

Features and FunctionalityA seat-based offering enables the introduction of features and functionality as needed. Agencies can adopt a “crawl, walk, run” approach to UCaaS while accelerating enterprise cloud migration.

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Because armed forces are always on the move, there must be reliable and secure communication between military leaders, defense and civilian employees and their suppliers. The Cloud can help the DoD increase warfighter readiness through enhanced collaboration capabilities that provide department leaders with the ability to strategize through real-time access to mission-critical intelligence, no matter the location, time or device.

Why Should DoD Move UC to the Cloud?

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Channeling the Cloud

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Increased Productivity » Defense department employees are

reachable from anywhere via multiple devices and platforms.

» Central access to important files and documents streamlines processes and enhances collaboration.

» Cloud service providers save IT departments time and resources by maintaining the agency’s IT infrastructure.

Agile » Integration with legacy and standards-

based technology is easier.

» DoD agencies can move to the cloud at their own pace.

» The cloud can integrate current and legacy solutions through multiple vendors to consolidate an agency’s IT infrastructure.

» Agencies can choose a private, commercial or hybrid approach to telecom cloud services.

Scalable » IT departments can scale services up or

down as needed.

» DoD agencies pay only for what is used.

Fast » Eliminates long procurement and

certification processes while providing near-limitless selection of services.

Decreased Costs » Reduces capital expenses (CapEx)

such as building facilities, hardware or software purchases, servers, computers or large software systems.

» Reduces operational expenses (OpEx) such as maintenance and administration costs.

» Agencies pay only for services needed and can scale up or down on demand.

Meets Federal Mandates » FedRAMP ensures that agencies can

obtain cost-effective and sufficient information security, agile IT and mobile functionality, while reducing risk management costs.

» The procurement and certification processes are quick and offer a variety of services.

Provides Security » Communications modernization

provides an effective, modern network that will be secure and manageable from end-to-end.

Improved Services » DoD employees and suppliers can

access information and services on-demand, from anywhere and on any device.

“Cloud computing enables

the department to consolidate

infrastructure, leverage IT

commodity functions, eliminate

functional redundancies, while

improving continuity of operations.”

— Essye B. Miller, Principal Deputy, Department of Defense Chief Information Officer

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Secure Mobile Collaboration

The DoD is a global enterprise on the move with 3.4 million users, about 4 million endpoint devices and more than 1,700 data centers. Defense agencies need an effective security strategy to protect “everywhere perimeters” from cyberattacks by malicious actors.

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Interoperability

Defense agencies need to share information across many environments – whether with military leaders in different locations around the world or across firewalls between defense department employees and service providers. The DoD needs seamless connectivity across multiple geographic regions and between aging systems and new communications solutions as they are developed.

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Reliability

Reliable communication service can mean the difference between mission success or failure. Downtime and outages impact the overall efficiency and decision-making capabilities of department personnel and can put national security at risk.

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Automation

Procedures that require manual intervention affect efficiency across all agencies within the DoD. By automating many of the processes crucial to completing the DoD’s mission, productivity can be increased by providing seamless experiences across contact channels to maintain warfighter readiness.

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www.avaya.com Guide to Transforming Digital Communications in the DoD 8

Provide optimal support to defense operations » Design modernized help desk and

call center operations for responsive and consistent user experiences by automating routine operations and signaling priority actions.

» Predict call, email, and chat workloads for effective department resource utilization and agent productivity.

» Optimize operational efficiency to help ensure accurate and timely information for high-volume services, including public safety, benefits, technology support, and healthcare.

Support global DoD Cybersecurity Initiatives » Protect department-wide voice and

data infrastructures with a multi-layered security approach that covers the network from end-to-end.

» Secure Unified Communications with intrusion detection, prevention, and firewalling capabilities.

» Leverage Software-Defined Networking functionality to modernize, simplify and enable trusted networks that deliver voice, video, instant messaging, and collaboration tools with encryption to the DoD’s military and civilian workforce wherever they may be deployed.

Integrate the Distributed Defense Workforce » Build secure and seamless virtual

environments to support the uniformed and civilian DoD workforce – wherever they may be located around the globe.

» Rely on proven technologies to transform how defense professionals collaborate, communicate, and deliver DoD information and services to their users, allies, and industry partners.

» Give the U.S. military and civilian workforce the trusted tools they need to accomplish their objectives – whenever and wherever the mission commands.

Gain a Boost in Productivity » Transform how military and defense

professionals interact with each other, as well as coalition forces, partner agencies, and support contractors.

» Deliver reliable and resilient Unified Communications and leverage simplified tools for timely and effective collaboration.

» Employ multi-media messaging to increase team interaction and modernize internal communications with advanced high-definition video collaboration systems for enhanced department-wide productivity.

Design Smart Facilities for Modernized Mission Support » Modernize DoD installations to ensure

timely maintenance.

» Implement the latest technologies designed to minimize cost and optimize management.

» Create safe and effective workspaces for the global defense workforce – wherever they are located – by leveraging next-generation networking, coupled with high-definition video.

» Enable DoD enterprises to take full advantage of the expanding universe of networked devices that comprise the Internet of Things (IoT).

Support Environmental Sustainability Programs » Implement sensor-enabled smart

building technology to manage utility consumption for compliance with DoD energy efficiency goals.

» Employ advanced video surveillance and smart building technologies to continually monitor and improve sites’ protection and energy resiliency.

What Modern Communications Environments Can Do for DoD

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www.avaya.com Guide to Transforming Digital Communications in the DoD 9

Case Study 1

Military Health System

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Video-Enabled Healthcare Solutions

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Challenges

» Personalized patient care journey

» Seamless and streamlined communication between medical providers and patients

» Government mandates, privacy

Solution

» Coordinates resources and improves care coordination

» Delivers better patient experiences and outcomes

» Improves clinical and operational efficiencies

» Improves security

» Supports patient care remotely

The DoD’s Military Health System (MHS) is one of the nation’s largest and most complex health care systems. The MHS must provide exceptional experiences for 9.4 million active duty personnel, military retirees and their dependents. Medical providers located in remote locations, in metropolitan areas and in war zones need to seamlessly communicate and collaborate with each other and patients using the devices and channels appropriate for their needs and locations. The MHS must also ensure patient safety and provide quality care, all while enhancing data security.

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Case Study 2

U.S. Army Telephony Modernization

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Challenges

» Current equipment is very large and complex

» Modernization requires careful planning

» Many third-party applications must be integrated

» Upgrades must support other functions unrelated to voice services

Solution

» Complies with latest security standards

» Provides a growth platform that embraces new capabilities

» Protects investment of existing software licenses

» Cost-effective

» Complies with DoD policy and guidance for interoperability

» Supports legacy connections

Across the U.S. Army, there are old telecommunications systems at the end of their lifecycle that provide limited support. While these critical assets have served the Army well over the past two to three decades, they must be replaced in order to maintain operational and security readiness. Replacing these systems is not a trivial matter due to the size, complexity and numerous applications and systems that leverage their circuit-switching capabilities. The goal to modernize cannot overrule support to current operations. Avaya provides a full profile solution that implements new technology, while retaining existing facilities that are not ready to convert to new technologies. This allows the Army to transition without placing the warfighter mission at risk.

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Case Study 3

U.S. Army Human Resources Command Contact Center Modernization

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Challenges

» Contact center process changes required

» Enablement of infrastructure media changes needed

» New reports and metrics must be programmed

» Migration cannot affect current operations

Solution

» Creates workforce improvements through technology

» Uses Artificial Intelligence tools to enhance the customer journey

» Implements highly reliable application platforms and redundancy options

» Uses the same tools that the largest contact center customers implement

The U.S. Army Human Resources command works with Army Soldiers to improve their career management potential across 40 operational elements around the nation. Contact centers provide support for Army Soldiers entering basic training all the way through retirement and beyond. When customers contact these service centers, they demand the best service delivery possible. In the past, contact center applications were built just using a single mode of communication — voice. As customers become more demanding of their method of engagement, the U.S. Army must modernize their contact centers to handle these new forms of engagement such as email, chat, and video. These systems must meet the security demands of the U.S. Army and the DoD, while operating at all times.

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Getting Digital Transformation Right

Help your employees embrace their communication toolsMake advanced communications tools available everywhere and embed them into everyday applications and workflows. Training employees and providing support helps ensure adoption. Real benefits come when people are using the tools consistently and effectively.

Make sure the human touch is still evident in your customer serviceKeep the human touch central to your customer interactions. Customers love automation, but only as far as the technology is an enabler and not an obstacle to connecting with a live specialist.

Connect all the touchpoints in your customer’s digital journeyYour staff is operating efficiently. Now expand communications options for customers as well. Success internally can be the inspiration and groundwork for creating a digitally-based customer experience.

Integrate your back office with your front officeMaximize satisfaction by weaving back-end service delivery into customer communications. Use technology to connect internal and external processes and eliminate service silos.

Embed communications into your processes and appsEmbedding communications in your company-wide workflows makes information and collaboration more accessible and available, so you can make better, faster decisions and be proactive in meeting customer needs.

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3

4

5

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5 Ways to Leverage Communications for a Successful Digital Transformation

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Creating a Sticky Culture that Drives Digital Transformation

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5 Keys to Modernization

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2 5

3

ConsolidationAutomating routine tasks inside the network to reduce costs and save resources.

SimplificationCreating a unified hub for communications systems that syncs up existing technology with technology innovations.

Open StandardsArchitecting a platform that is open and can operate with a variety of service needs.

Infrastructure OptimizationAssessing an organization’s IT infrastructure and application platform across capabilities and continuity.

Reliability & SecurityEnsuring that network activity is safe, secure and at peak performance.

Source: Transforming Government Business for the Digital Age

USDoD CertificationsAvaya Government Solutions (AGS) strives to ensure that telecommunications products are developed to meet current requirements and criteria for operations in a variety of government organizations. To achieve this goal, AGS seeks to achieve and maintain certifications in many arenas, including the Defense Information Systems Agency’s Unified Communications (UC) Approved Products List (DISA UC APL) and the Federal Information Processing Standards (FIPS).

Government Services Administration (GSA) ContractsAvaya Government Solutions offers a portfolio of contract vehicles including GSA Schedule and GSA Connections II.

Contact

Federal Government Solutions Team703.539.45701.800.492.6769

Avaya Partner LocatorFor more information, please visit www.avaya.com/en/partner-locator/.

How to Engage with Avaya Government Solutions

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