Distance Support Tri- Service Power Expo & Conference Brief

1. Bruce Branham Distance Support Prog Mgr Branhamb@navsea.navy.mil 202.781.3287 Distance Support Tri- Service Power Expo & Conference Brief Adapting and transitioning today's business processes and support infrastructure to the tools and technology of E-Business and Information Technology.

2. Outline • Distance Support Vision and Objective • Policy and Process Guidance • Products and Services • Distance Support Overview • Key Tenants • Connectivity, Collaboration & Business Process • CRM/SOS Collaborative Environment • Standardize Metrics and Improvement Environment • Transformation Roadmap • Bandwidth Mitigation • Metrics • Business Intelligence • Knowledge Management/Projection • Distance Support ROI Example • Distance Support Challenge • Distance Support Summary

3. Distance Support Vision and Objective NAVSEA Vision: Provide the “Warfighter” a single point-of-entry and process for real-time/virtual data, information and support. Improve the efficiency and effectiveness of the support infrastructure. Fleet Objective: Maximize use of available connectivity and related technology to best leverage the assistance of the existing shore Commands.

4. Fleet Policy and Process Guidance • CFFC ALNAVFORCE message established DS as primary means for “Reach-Back Support” to: • “…provide rapid response to Fleet units…” • “…force multiplier for shore support commands…” • “…improve operational readiness…” “181245 Z Jul02 COMFLTFORCOM NORFOLK VA” • COMNAVSURFOR/COMNAVAIRFOR/COMNAVSEASYSCOM • Joint Policy message established: • BG/ARG OPTASK requirements • Shore establishment support requirements • “162034Z OCT 02 COMNAVSURFOR SAN DIEGO CA” • Joint Fleet Maintenance Manual (JFMM) • being modified to reflect Fleet Distance Support Policy and Process • requirements

5. Distance Support: Products and Services • 24/7/365 Reachback Support • Collaborative Tools/Support Infrastructure/Shared Data Environment • Virtual SYSCOM Presence/Platform Residency/Bandwidth Mitigation • Data Acquisition, Transfer and Distribution • Data and Metrics Improvement Environment

6. Distance Support: The Transformation Roadmap • Focus on Warfighter Readiness • 24/7/365 Reachback Support • Business Process • Collaborative Environment • Collaborative Support Infrastructure • Virtual SYSCOM Presence/Platform Residency • Bandwidth Mitigation • Metrics • Business Intelligence • Knowledge Management/Projection • Extend the Tools, Technology and Philosophy • Sea Enterprise • Sea Swap • Sea Warrior

7. Help Desk Help Desk NUWC Shared Data Environment NAVAIR Shared Data Environment Naval Messages CASREP Naval Messages CASREP Actions Tech Assists Actions Tech Assists Tasking Tasking Help Desk Help Desk NSWC Shared Data Environment SPAWAR Shared Data Environment Naval Messages CASREP Naval Messages CASREP Actions Tech Assists Actions Tech Assists Tasking Tasking Help Desk Help Desk NAVSUP Shared Data Environment OEM Shared Data Environment Naval Messages CASREP Naval Messages CASREP Actions Tech Assists Actions Tech Assists Tasking Tasking Help Desk FTSC Shared Data Environment Naval Messages CASREP Actions Tech Assists Tasking Help Desk NICC Shared Data Environment Naval Messages CASREP Actions Tech Assists Navy Integrated Call Center “AnchorDesk” SOS MATRIX Tasking SYSCOMs 24/7/365 ERP FTSC Reach-Back Support Other Gov_ OEM/ Industry Distance Support: Key Tenants CRM/SOS KM DS Standardized Metrics and Improvement Environment WEB Enabled Tracking, Work Flow Management and Shared Data Environment CONNECTIVITY/COLLABORATION/ BUSINESS PROCESS 1 877 41 TOUCH WWW.ANCHORDESK.NAVY.MIL TELE-TOOLS Virtual Presence Collaborative Infrastructure Success depends upon all three elements

8. Connectivity/Collaboration/ Business Process Intra Battle Group Collaboration CONOPS Inter Battle Group Collaboration/ Data Support CONOPS Notification Response Resolution Collaborative Response / Data Support Intra BG/ARG Collaboration 24/7/365 Problem Identification/ Collaboration/InformationRequest Help Desk SOS MATRIX Chat/Whiteboard Phone E-Mail Web Daily BG/ARG Maintenance and Logistic Meetings SYSCOMs Collaborative Resolution FTSC CTF AOR TYCOM NICC/FTSC Other Gov_ OEM/ Industry ERP/NMCI/TFW Collaborative Support Infrastructure and Shared Data Environment

9. NALCOMIS NALCOMIS Supply Reqmts Ship’s Training Navy E-Learning/ NKO/ Fleet Train Tools A/C Maint. Management Ship’s Supply Management Supply Medical Training Supply Medical Training Ships Maint. Ships Maint. Replication of Transactions • Readiness, Support • and Analysis Center • NTCSS/ATIS Technical (Readiness and Support Consortium) Replication of Transactions In-port Medical (Readiness and Support Consortium) Training (Readiness and Support Consortium) At Sea Shore BasedActivities Avionics (Readiness and Support Consortium) Knowledge Management Ctr (KMC) Other Readiness and Support Consortiums Source of Support Content and Support Consortiums Version 2… Platform Resident / Virtual SYSCOM Distance Support in a Bandwidth constrained / EMCON Environment

10. Live Mode Collaboration and Reach Back Content/Data Synchronization Distributed Gateway Site #1 Gateway Controller Gateway Firewall NOCC Firewall Ship Network (ADNS) • Load Balancing • Replication/Synchronization • “Collaboration” Hosting Connected Mode Data, Information and Knowledge Replication Load out Site #2 Mission Essential Platform Resident Data & Information Site #3 Wired Network (ISNS) DS 2.x IT 21 Users Gateway Firewall Wired Network (ISNS) Live Reach Back, Content/Data Synchronization Connected Content/ Data Load Out Sensors (ICAS) Wireless Firewall(s) Mobile Applications (TBD Pending Testing and Certification) Sync or Wireless Support Provider Content Providers (Authoritative Sources) Content Providers (Authoritative Sources) Support Provider DS 2.0 …Maximizing Bandwidth and Efficiency

11. DDG-87 DDG-83 MCM DDG-67 Distance Support ver. 2 Baseline DS 2.0Beta SPAWAR Certification FY04 – 37 Ships FY05 – 43 Ships FY06 – 40 Ships FY07 – ERP DS 2.0 Integrated into NTCSS SPAWAR Certification JDSR DS 2.0.J.A DS 2.0.J.B WALEX Demo 1 USAFE Demo 2 Joint Tech-Demo Knowledge Projection Virtual Lab KP Beta DS 2.0 Schedule FY03 FY04 Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

12. Standardized Metrics and Improvement Environment Standard Data Elements & Basic Metrics • Quick Report (Executive Dashboard) http://www.AnchorDesk.Navy.Mil/Metrics/MetricsMainMenu.htm> • Senior Level Quarterly Metrics Trends • Balanced Scorecard - User Defined Metrics • Uses Balanced Score Card Approach • Tailored to specific customer Can Link to any Oracle Based Database • Contains Anchor Desk Data and other data such as Ships’ 3-M Data • Allows for detailed Drill Down • http://www.AnchorDesk.Navy.Mil/Metrics/MetricsMainMenu/ • Navy Ships Material Condition Metrics.htm> Data Mining, Analysis and Knowledge Management • Platform Resident Data / Virtual COSAL (Ready Reactive) • Maintenance Decisions / Risk Assessment • Process, Product and Service Improvements • Resource Decisions

13. Count of Cases Open Cases Aging Open Cases Aging New Cases Created 162 Total Cases Open 27 Metric Total % Metric Total % < 1 Day Telephone 61 38 1.) > 1 Week 18 67 Email 59 36 2-6 Hr 2.) 3 - < 7 Days 7 26 Anchor Desk Web 33 20 3.) 1 - < 3 Days 1 4 6-24 Hr 4.) < 1 Day 1 4 Other 9 6 1-3 Days Case Status as of 4/3/2003 only. Case Status as of 4/3/2003 only. 4% Functional Drivers 4% Top 10 Support Drivers 26% New Cases from 1 JAN 03 to 1 APR 03 Types of Questions ( 162 Total Cases) 25 DSO 1% Safety Technical Assistance ( 71) 20 2% Training 3% 44% C 66% 15 Logistics - Parts ( 31) Other Subjects a 10 14% Directory Assistance Logistics - Not Parts ( 28) 5 s NEMAIS Quality of Life 0 e Technical Data ( 23) Supply s Technical Data Directory Assistance ( 5) GUN SYSTEMS 17% COMBAT SYSTEMS Logistics - Not Parts AUXILIARY SYSTEMS MISSILE SYSTEMS, SURFACE COUNTERMEASURE SYSTEMS, ... Other Subjects ( 3) PROPULSION SYSTEM, MAIN-ST... NAVIGATION SYSTEMS (ELECTR... GENERATION SYSTEMS, ELECTR.. Logistics - Parts COMMUNICATION SYSTEMS, INT... COMMUNICATION AND DATA SY... Technical Assistance Training ( 1) Total New Cases: 119 19% SOS Response Time Breakdown Cases Transferred Ratio Average Initial Response Time 250 Total SOS Requests Resolved 167 New Cases Created 162 200 H Metric Total % Metric Total % o Priority 1 150 Priority 2 u 1.) > 1 Week 71 43 Transferred to SOS 162 100 Priority 3 100 2.) 3 - < 7 Days 26 16 r Priority 4 Average Transfer* 8.7 Hrs 3.) 1 - < 3 Days 27 16 s 50 4.) 6 - < 24 Hours 14 8 NICC Resolved 0 0 0 5.) 2 - < 6 Hours 8 5 NICC Researching 0 0 6.) < 2 Hours 21 13 1/3/03 2/3/03 3/3/03 11/3/02 12/3/02 10/3/02 *Average Time between case creation and transfer. Case Status as of 4/3/2003 only. Case Status as of 4/3/2003 only. Case Resolution Average Resolution Time Case Resolution Ratio New Cases Created 162 35 180 30 Cases Created Metric Total % 160 D 25 Priority 1 Closed 140 Priority 2 a 20 Old Cases Closed 26 120 Priority 3 Same Day 100 y Priority 4 15 New Cases Closed 135 83 FCR 80 s 10 60 17 10 Closed Same Day 5 40 0 First Contact Resolution 5 3 20 0 2/3/03 1/3/03 3/3/03 11/3/02 12/3/02 10/3/02 Case Status as of 4/3/2003 only. Support Provider Metrics Cases Created and Closed From 1/1/2003 to 4/1/2003 A full report explanation is available that includes definitions used in this report. Contact your Help Desk Manager to request a copy. All numbers are for the period, that is, the date range in the report heading. The period is specified at the time the report is run and may be daily, weekly (week ending on Wednesday), and monthly. Reports should be e-mailed to Help Desk Team members daily with weekly reports e-mailed on Mondays and monthly reports e-mailed the first working day of each new month.

14. Metrics by Battle Group Totals - All Battle Groups Top 10 - All Battle Groups New Cases from 1 JAN 03 to 1 APR 03 New Cases from 1 JAN 03 to 1 APR 03 140 80 DSO DSO 120 70 Safety Safety C C Training Training 60 100 a Other Subjects a Other Subjects Directory Assistance s s 50 80 Directory Assistance NEMAIS NEMAIS e e Quality of Life 60 40 Quality of Life s Supply s Supply 30 40 Technical Data Technical Data Logistics - Not Parts Logistics - Not Parts 20 20 Logistics - Parts Logistics - Parts Technical Assistance 10 0 Technical Assistance 0 CONSTELLATION BG 03 USS O'KANE CARL VINSON BG 04 HARRY S TRUMAN BG 02 USS RAINIER USS HOWARD THEODORE ROOSEVELT BG 03 ABRAHAM LINCOLN BG 02 USS CARL VINSON USS MOBILE BAY USS CONSTELLATION USS ARLEIGH BURKE USS CAMDEN USS ABRAHAM LINCOLN USS HARRY S TRUMAN Total New Cases: 421 Total New Cases: 421 Abraham Lincoln BG 02 Carl Vinson BG 04 New Cases from 1 JAN 03 to 1 APR 03 New Cases from 1 JAN 03 to 1 APR 03 80 35 DSO 70 30 DSO C C Safety Safety 60 Training a a 25 Training Other Subjects s s 50 Other Subjects Directory Assistance Directory Assistance e e 20 NEMAIS 40 NEMAIS Quality of Life s s Quality of Life Supply 30 15 Supply Technical Data Technical Data 20 Logistics - Not Parts 10 Logistics - Not Parts Logistics - Parts 10 Logistics - Parts Technical Assistance 5 Technical Assistance 0 0 USS SHILOH USS CAMDEN USS PAUL HAMILTON USS REUBEN JAMES USS MOBILE BAY USS ABRAHAM LINCOLN USS O'KANE USS BRIDGE USS ANTIETAM USS LASSEN USS HIGGINS USS HOWARD USS CARL VINSON Total New Cases: 125 Total New Cases: 106 Constellation BG 03 Harry S Truman BG 02 New Cases from 1 JAN 03 to 1 APR 03 70 DSO 60 C Safety a Training 50 Other Subjects s Directory Assistance 40 e NEMAIS s Quality of Life 30 Supply Technical Data 20 Logistics - Not Parts Logistics - Parts 10 Technical Assistance 0 USS RAINIER USS THACH USS MILIUS USS VALLEY FORGE USS CONSTELLATION Total New Cases: 93 Total New Cases: 45 Cases Created From 1/1/2003 to 4/1/2003

15. TOTAL TECH ASSIST MH/ M0NTH 65,000 12.5 % 45,000 25,000 % OF DISTANCE SUPPORT TO TOTAL TAs PER MON TH 5,000 Oct Nov Dec Jan Feb Mar Apr Total Tech Assist Man Hours per month Decreased by 12.5% (5,000 MH/M) 1,800 30% 8 % % of Monthly Tech Assist Resolved using Distance Support AVERAGE HOURS PER TECH ASSIST 1,600 25% 60 1,400 41 % 40 20% Hours 20 21 % 1,200 0 15% Number of Assists 1,000 Oct Nov Dec Jan Feb Mar Apr Total Tech Assists Per Month 10% Reduction in Average Hours per Tech Assist Resolution Equates to a Productivity Improvement of 41% 800 MONTHLY TDY TECH ASSISTS 5% 600 120 100 400 0% 80 50 % Oct Nov Dec Jan Feb Mar Apr 60 40 Total # of Tech Assist/Month Increased by 21% Or 200 per month % of Monthly Tech Assist Resolved using Distance Support Increased by 8% 20 0 Oct Nov Dec Jan Feb Mar Apr % of Monthly Tech Assist Requiring TDY Decreased by 50% FTSCLANT FY03 Distance Support Metrics

16. The Distance Support Challenge • Connectivity • Band-Width • Robust Mobile Connection (Availability, Latency, Interference) • Secure Access • SIPRNET Operation Centers • Secure NIPRNET Solutions • Wireless • Full Implementation and Utilization of CRM Solution • Infrastructure Availability 24/7/365 • Collaborative Consortiums over Stovepipes • Cultural Change

17. Summary Distance Support is a business process transformation that leverages the tools and technology of eBusiness and Information Technology to provide: • The “Warfighter’ a “Virtual SYSCOM presence” and is the primary means for “Reach-back support” • The Support Infrastructure the data and information to make proactive system, equipment and process improvements • The Resource Sponsors the data and information to make resource allocation decisions Questions ???

18. Back-up

19. Virtual SYSCOM Presence : Expanding the Distance Support Scope The ASRD&A Requirement • “ …urge a single fleet support web site be set up for the Navy and Marine Corps as a first step towards a Virtual SYSCOM.” Honorable John J Young, ASRD&A, Aug 27, 2002 Virtual SYSCOM email • The SYSCOM Response • “… We have been moving towards a Virtual SYSCOM we • presence through Distance Support …we'll redouble our efforts” • Joe Dyer, VADM, USN; Phil Balisle, VADM, USN; Ken Slaght, RADM, USN; Dan McCarthy, RADM, SC, USN; August 30, 2002 Virtual SYSCOM email

20. Distance Support: Connectivity and Collaboration • Services and Products • Data Acquisition, Transfer and Distribution • 24/7/365 Support • NICC • Source of Support • Matrix • Infrastructure • Anchor Desk Portal • Content • Platform Resident Data • Bandwidth Mitigation • Compression • Replication • Management • Tools • Chat, Whiteboard, Net-Meeting, Collaboration at Sea, • Remote Sensor Kit

21. Distance Support: CRM / SOS • CRM / SOS • Services and Products • Trouble Ticket Management • Creation • Tracking • Workflow Management • Resolution Advocacy • Shared Data Environment • Metrics • Tools • DS CRM • CDMD-OA

22. Distance Support: Knowledge Management • Services and Products • Data Aggregation and Modeling • Customized Predictive Analysis • Relevant Information Management • Mission • Platform • System • Equipment • Proactive Support • Tools • Common Web Based Information Access • Virtual Data COSAL

23. Key Tenants Platform Resident Data 0.5 tB (SPAWAR eNTCSS) Business Intelligence Intelligently Profiled Data Knowledge Management (TDKM/Virtual Submarine) Cross functional association Intelligent Search (JeevesONE) Bandwidth Mitigation/Relationship Compression (CLF 6/SPAWAR/DS(ACTD)/NAVSUP) Replication (DELTA) (DS/SPAWAR) Bandwidth Application Management (CLF N6/DS(ACTD)/SPAWAR/OSD) Data Set Mission Focus Profiled using PIRR Existing ATIS Data I and O Level Data NKO (Training NPDC/NETC) Pre-loaded Shipboard at D-3 Applications/Relationship Pocket PMA (SEA 04M) Wireless ( PMS 400 (Smart Ship)/CLF N6/ NETWARCOM) TFW/NMCI/ERP DSVersion 2… Environment

24. Shared Data Elements & Metrics • Metrics: • Support Drivers • Functional Drivers • Support Provider • Response Times • Response Effectiveness • CASREP Avoidance • Embarked Tech. Assist Avoidance 38 Data Elements, 10 Mandatory for Submitter 8 Mandatory for Support Provider • May be deleted due to subjectivity Requirements Driven by Fleet Message

25. AchievingThe GoalsDistance Support Working Groups Fleet Working Group In order for afloat units to take maximum advantage of the various Distance Support processes and functions available, an overarching Fleet coordination and liaison working group was established by CSF to: A. Provide Fleet requirements and feedback to Distance Support PM and support providers to enhance the Distance Support Program. B. Identify and provide Fleet policy and process change recommendations for Distance Support implementation and use. C. Define new business rules/infrastructure support requirements that will be required for Distance Support IAW fleet requirements and feedback. D. Coordinate the introduction and testing of new technologies that may be utilized as part of the Distance Support Program. E. Establish fleet metrics to measure the effectiveness of the Distance Support program. F. Advise, brief, debrief area commands and commanders of ongoing Distance Support efforts. Members: CSF (Chair), CINCPAC, CINCLANT, AIRPAC, AIRLANT, SURFLANT, SURFPAC, SUBLANT, SUBPAC, NAVSEA (DS) SOS Business Rules To ensure the most efficient and effective process and infrastructure to support Fleet and SYSCOM requirements for Readiness and continuous improvement a standing working group has been established to develop a mutually agreed upon business rules governing program operation, including SOS activity operations. Members: NAVAIR, NAVSEA, NAVSUP, SPAWAR, NAVSEA FIELD ACTIVITIES (NSLC, Chair), FTSC’s, Fleet Working Group Reps Data, Metrics and Improvement Environment To establish a shared data, metrics and improvement environment for process, product and service improvement a standing working group has been established. The WG is also task with establishing metrics and standard analysis routines for improvement in Readiness, Ao, TOC and ROI. Members: NAVAIR, NAVSEA, NAVSUP, SPAWAR, NAVSEA FIELD ACTIVITIES (NSLC, Chair), FTSC’s, Fleet Working Group Reps