ACS Dataline is a fully-integrated technology services company providing cabling infrastructure services and desktop support to the State of Texas Health and Human Services, Department of Aging and Disabilities, Department of Transportation, numerous school districts and municipalities, and many other state and local organizations for over two decades. 

  At ACS Dataline, our mission is to deliver high-quality, cost-effective technology service to drive strategic IT initiatives. 

   ACS Dataline services include: 

• Technology Deployments
• Managed Staffing Services
• Data Center Support Services
• Dispatch Services
• Cabling and Network Infrastructure
• Wireless Services
  
• Custom Services

 

ACS Dataline is a "Customer Centric" organization; we take a consultative approach to our clients' needs and custom-tailoring services and solutions to best address individual requirements. While our broad manpower base allows us to support projects and service requirements of almost any scope and location across the country, our delivery model and central operations structure allows for the flexibility necessary to meet the needs of an individual client.

Our organizational structure is built around a single-source, command-and-control business philosophy, with the client's needs paramount in our service delivery. Our National Account Services Center is located at our Headquarters office in Austin, Texas. All work requests will be processed from this location, with dedicated coordination and management teams specially assigned to handle Texas Cabling Service Support requests. From here, technical resources will be dispatched to the field from our Austin, Dallas, Houston or San Antonio locations.

We support many of our clients on a 24 X 7 basis, utilizing 800-number hotlines as well as web-based customer portals for requesting services. These methods of contact are tied to an ACS call center that subsequently engages management and coordination teams assigned to that specific client. Currently, we are supporting thousands of work order requests for cabling services from HHSC, DADS, EDS, HP, Bank of America, IBM, and many others, with calls handled throughout the day, night, weekends and, when required, holidays as well. Our stellar operation within these accounts is reflected by measurable performance margins, with ACS typically receiving a 99%, or better, SLA compliance score.

It is ACS Dataline's intent to support the Texas Cabling Service Support autonomously. Only in rare instances, where the scope is very small and the site is in a remote location, will ACS occasionally engage one of our valued Alliance Partners. In this event, the work will be accomplished in the same manner and professionalism experienced with our internal resources.

Below is a pictorial example of the operational and delivery relationships as described above. As you may note, our manufacturer and distribution partners are critical pieces of our delivery model. We value these relationships and leverage them as necessary to ensure products and services are delivered on-time and to specifications.

Below is a proposed example of the operational delivery process for facilitating projects and various work requests falling under this contract. Upon award, ACS is available to discuss and amend this process as necessary to affect the most beneficial outcome for the Texas Cabling Service Support clients.

 

ACS Dataline - Project Flow Process (.pdf)

 

About our People, Training and Quality

As a services company with over 20 years of experience in the Texas market, the value in ACS Dataline is in our people. Of our more than 550 technicians nationwide, 87% of our staff has 3 or more years of cabling installation experience. As an organization, ACS Dataline fully understands the importance and necessity for keeping our technicians trained; our BICSI certified laboratory (Located in Austin, Texas), on-staff BICSI certified instructor, Technical Resource Library (accessible to all employees) and 15 Registered Communications Distribution Designers (RCDDs) allow ACS Dataline to aggressively pursue internal and external training programs, enhancing our ability to deliver with optimal attention to detail and quality. This extensive training process results in our technicians staying aware of and in compliance with new state-of the-art technologies, certification requirements, and best practices. Our training programs stress “operational excellence” and are comprehensive, continuous, and unmatched in our industry. ACS Dataline’s commitment to maintaining our employee certifications in the various approved manufacturers and testing equipment is evident in the support we receive from our manufacturing partners such as Systimax, Panduit, Commscope, Corning, General Leviton and others.

ACS provides a continued education program which covers the cost of training and rewards technicians for continuing their BICSI education. ACS also ties pay increases to a technician’s success in progressing through the different level of BICSI training. Below is an example of the BICSI training program:

1. Installer I Level Certification – Requires up to 2 years of industry or related experience, 40 hours of classroom, lab instruction and a passing grade in a written and a hands-on exam.
2. Installer II Level Certification - Requires 2 years of industry or related experience, 40 hours of classroom, lab instruction and a passing grade on a written and a hands-on exam.
3. Technician Level Certification - Requires 5 years of industry or related experience, 40 hours of classroom, lab instruction and a passing grade on a written and a hands-on exam.

ACS Dataline relies on its accountability structure as a tool to ensure that all client expectations are met and/or exceeded. Individual technicians are accountable not only for their work, but for that of their co-workers as well. Lead Technicians are responsible for the workmanship of all installations at their job site, while our Field Managers are held accountable for the workmanship of all installations performed under their management. Our Quality Control Manager, who reports directly to the ACS Dataline CEO, is accountable for overall surveillance on all jobs in progress in the field. This tiered process enforces redundancy and best practices as we conduct job-site pre-inspection, observe safety procedures, perform inspection of cable installations and cable connectorization, and throughout the final inspection. Through independent verification we guarantee that the installation meets or exceeds pre-defined quality standards. Client satisfaction is measured through in-house and client-tailored quality programs utilizing surveys as well as regularly scheduled business reviews.

Our management team’s support methodology is structured around the ability to be flexible and highly scalable with a constant focus on what our client needs and how best to support those needs. Furthermore, our team supporting this contract has extensive experience in supporting state contracts for the cabling infrastructure services environment, tenure within the ACS organization and is ready to exceed your expectations.