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4 SYSTEM MAINTENANCE NAVAL FACILITIES ENGINEERING COMMAND (NAVFAC) Maintenance contracts are in place for most equipment. Software and hardware maintenance is currently provided for the existing Graphic Engineering and Mapping System (GEMS) turnkey system. Microcomputer hardware maintenance is provided on an as required basis, with in-place contracts. U.S. POSTAL SERVICE (USPS) Office of Design and Construction Maintenance of hardware is provided by vendors. Changes to specialized software is determined by the task forces formed to guide the programs. The changes are then implemented by the A/E that developed the software. Office of Operations. Methods. Systems, and Quality Maintenance is provided by vendors for one year and then by vendors on a service call basis. 15

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DEPARTMENT OF VETERANS AFFAIRS (VA) All locations with CAD have in-house specialists who provide daily support and occasional maintenance. A variety of maintenance methods are used. Some facilities have computer repair technicians or staff who do all in- house maintenance. Other sites perform some maintenance in-house and contract out the rest. Some locations contract out all maintenance. PORT AUTHORITY OF NEW YORK AND NEW JERSEY (PANYNJ) PANYNJ has a detailed maintenance agreement with ComputerVision, which provides for the following services: Response time priority; spare parts priority; uptime guarantee; discounts on training, documentation and soft- ware; new software releases; preventive maintenance; tele- phone support; second shift support; and annual vendor supplied productivity review. The Port Authority's contract with Autodesk provides for bug fixes, and telephone support for AutoCAD. Soft- ware upgrades for AutoCAD, when available, may be obtained for a nominal fee. ARMY CORPS OF ENGINEERS (CoE) Most of the Intergraph sites have maintenance con- tracts with Intergraph. These contracts are fairly comprehensive and include coverage of both software updates and hardware maintenance and repair. The offices report varying levels of in-house technical expertise concerning hardware and software. Many offices rarely need outside support beyond initial setup. The AutoCAD sites rely on a less centralized vendor support mechanism. Software updates are provided by Autodesk for all software while hardware platforms are supported by the hardware vendors. Some of the offices have service contracts with a vendor while others do not. 16

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AutoCAD sites also rely on in-house technical expertise when hardware and software problems arise. OTHER AGENCIES NIST/CBT reports that all hardware is under hardware service contract; no software is under contract. At the PHS, hardware maintenance and software maintenance are provided on an "as-needed" basis with an outside vendor. NASA reports that hardware maintenance is done primarily by outside contractors with some done in-house. Software maintenance is provided by individual system resource manager or through outside contractors. GSA/PBS has maintenance agreements in preparation, from both vendors and contractors. 17

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