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BACKGROUND

U.S. Customs and Border Protection (CBP) is America's largest uniformed law enforcement organization whose mission is to lead the unified national effort to secure the United States; prevent and deter terrorist attacks, protect against and respond to threats and hazards to the Nation; ensure safe and secure borders; welcome lawful immigrants and visitors; and promote the free flow of commerce. CBP 's 18,000+ officials depend on critical information processing systems and equipment to monitor more than 1 million pedestrians and passengers and almost 70,000 truck, rail, and sea containers every day. These systems require mission critical 24/7/365 support of the best quality and value to citizens and constituents.

THE VIATECH SOLUTION

For the past 14, years ViaTech has successfully provided domestic and worldwide 24/7/365 IT maintenance support to the CBP Office of Technology (OIT) at more than 300 sites. The ViaTech team provides overall IT equipment hardware maintenance; software support services; and identification, acquisition, and management of an inventory of replacement and repair parts specific to CBP equipment and systems. The physical environments of these locations are diverse and include office settings, warehouses, air and seaports, and land border inspection stations. Some of these locations present extreme weather and usage elements to the maintenance effort, which are addressed in ViaTech's risk management plan. The ViaTech team's ability to mitigate the consequences of such elements was demonstrated during Hurricane Katrina in 2005.

ViaTech is responsible for leading, managing, implementing, and coordinating more than 150 worldwide subcontractors to serve the widespread sites and diverse sets of technology, including license plate readers, scanners, PCs, and others. The ViaTech team has responded to and resolved more than 98% of all critical issues within or less than the proscribed time limit. Since 2001, ViaTech's scope for the project has increased and evolved to include all of DHS' major initiatives, including the Container Security Initiative, U.S. VISIT, NEXUS/SENTRI, Free and Secure Trade (FAST), and the license plate reader program. The team's rapid response to the CBP's needs include an efficient and effective method of deploying personnel to support seamless and successful IT support for new and emerging programs.

GOING FORWARD

In late 2007, ViaTech was re-awarded the premier worldwide CBP IT Maintenance and Support program. The team continues to be recognized for ViaTech's superb service through multiple personnel and team awards.

Download a copy of the CBP Worldwide IT Maintenance and Support Program case study.