Who's Who in State and Local Systems Integrators

By Steve LeSueurThe nation's top government systems integrators are counting on state and local technology business to drive their companies' growth, with some revenues set to climb by 20 percent or more annually in this market."We're the growth engine of the company right now," said John Kost, a vice president for TRW Inc.'s public sector solutions unit, in describing TRW's work for state and local governments. "This has been one of our fastest growing industries," said George Newstrom, head of global government for Electronic Data Systems Corp. of Plano, Texas. Newstrom said he expected to meet or exceed EDS' growth targets of 16 percent to 20 percent.Lockheed Martin IMS Corp., the company's primary state and local government unit, expects revenue to grow by more than 25 percent annually during the next three years. "IMS has been identified as one of the high-growth areas for Lockheed Martin," said Terry Lynam, director of communications for the Bethesda, Md.-based company.Fueling this optimism are projections that state and local governments will increase their spending on information technology by at least 7 percent annually, from $39.8 billion in 1999 to $52.2 billion in 2003, according to forecasts by Dataquest, a research arm of the GartnerGroup of Stamford, Conn.Significantly, this robust growth rate is more than 50 percent higher than the federal sector's projected annual growth of 4.5 percent."The state and local market is much more dynamic than the federal market," said Rishi Sood, a government analyst with Dataquest.The top four systems integrators in the state and local IT market will rake in revenues of more than $500 million each in 1999, according to a survey by Federal Sources Inc., a McLean, Va., research company. They are: EDS; IBM Corp. of Armonk, N.Y.; Lockheed Martin; and Unisys Corp. of Blue Bell, Pa.Three companies in a second tier of state and local integrators will bring in revenue of $300 million to $500 million in 1999. They are: American Management Systems Inc., Fairfax, Va.; Andersen Consulting, Chicago; and TRW, Cleveland.Government and industry officials attribute the strong state and local market to a number of factors. One, ironically, has been concern over year 2000 computer software problems, which brought greater attention to information technology and helped make governors and other top-level officials aware of its importance."Not many years ago, the [chief information officer] was not a policy player in the government, but that tide is turning," said Mark Andrews, vice president and general manager of government and education management systems for AMS.Another factor driving IT spending is the competition among state and local governments to promote economic growth. Businesses want to locate in cities and states where governments run smoothly, where public services are easily obtained, and where the schools provide top-quality education."A lot of this is about attracting business and about quality of life," said Marianne Cooper, vice president of sales, state and local government for IBM."Electronic commerce" is the mantra repeated by government and industry executives everywhere. Governments want to move quickly to get government services online. But e-commerce, which is often used interchangeably with e-business and e-government, was chanted religiously last year as well. And while there have been numerous small successes, the full promise of Web-based services has not come to fruition.The apparent lack of major success, however, merely obscures the work that was done to lay the foundation for e-commerce, industry officials said. Governments have been putting in place new legislation, such as digital signature laws, redesigning internal processes and investing in the technological infrastructure necessary to conduct public business over the Internet.And with early efforts starting to mature, lessons learned can be applied to more ambitious projects."Governments started small, just trying to bite off one piece at a time, but now they're ready to build off that one kernel and take the next step," said IBM's Cooper.Viewed from this perspective, e-commerce already has taken off, said Tom Davies, senior vice president for Internet services with Federal Sources Inc., a McLean, Va., market research company. "The only thing that slowed it down is Y2K." Technology outsourcing also will be a hot area of growth, said James Macaulay, a public-sector analyst with Dataquest. While large-scale outsourcing projects, such as those in Connecticut and San Diego County, have attracted most of the publicity, governments are spending their outsourcing dollars on smaller, more narrowly defined tasks, such as data center operations, networks and desktop management. IT outsourcing is projected to grow to $3.82 billion in 2003 from $1.56 billion in 1999, an annual growth rate of 25 percent, Macaulay said.Industry officials expect growing demand for information-sharing applications and services. In recent years, criminal justice and public safety agencies have pushed to improve information sharing about suspects and convicted criminals as they move through the criminal justice system. But officials in other agencies, such as social services and welfare, are expected to make a more determined effort to implement information-sharing systems.Opinion is mixed about whether the states are ready to implement enterprise resource planning systems that integrate major systems, such as finance and administration, human services, payroll and procurement, on a statewide basis."There are still many barriers to true ERP in the state and local government sector," said Davies. He pointed to the significant change in business processes, often disruptive to civil servants and union rules, required by ERP. In addition, ERP has high initial costs, while its benefits are realized in the long term.But it might be possible to implement ERP solutions within an agency or department rather than on a statewide basis, said Steve Mahle, vice president and general manager of the North America Public Sector for Unisys."I think ERP will take off with a different flavor," he said.While the systems integrators intend to build upon their market strengths, each also is looking for new niches to help fuel their anticipated growth. AMS, for example, is developing an electronic application, called an eMall, which will enable states to share vendors and purchase goods and services from the Internet. Lockheed Martin intends to tap its expertise in federal seat management projects for emerging opportunities in the states, while TRW is looking to parlay its federal experience in such areas as computer privacy and security into increased business. Unisys wants to use its ERP experience in the commercial sector to implement similar solutions for state government customers. Overall, the watchword is e-commerce. This is where companies are investing sizable portions of their resources and where governments are looking to achieve significant savings by transforming both internal operations and services delivered to citizens. Much of its potential is still unknown."State and local governments are just at the tip of the iceberg in understanding what electronic commerce will mean in all its dimensions," Davies said. XXXSPLITXXX-Electronic Data SystemsIBM Lockheed MartinUnisys American Management SystemsAndersen Consulting*TRW Affiliated Computers ServicesKPMG ConsultingScience Applications International Corp.KeaneCACI InternationalComputer Sciences Corp.DynCorpLitton-PRC Northrup Grumman Systems & Computer TechnologyXXXSPLITXXX-Plano, Texaswww.eds.comEDSBusiness process re-engineering, e-commerce applications, health care systems, data center outsourcingElectronic Data Systems Corp. wants to take a fresh look at electronic commerce. Like other systems integrators, the Plano, Texas, company focuses resources on helping governments use the Internet to bring services directly to citizens. But for EDS, electronic commerce encompasses more than just computer-to-computer Internet transactions."The notion of e-government is not just PCs, it is providing service to 100 percent of the citizens regardless of where they live or their economic status," said George Newstrom, head of the company's new Global Government Industry Group. Unlike private-sector companies, which can target selective customers for their products and services, governments must serve all their citizens, Newstrom said. "But not everyone has a personal computer," he added. Consequently, EDS is looking at how governments can use other channels of electronic distribution already in the home, such as telephones, cable and television, to interact with the public. This broad approach to providing electronic services to citizens will be a key element guiding EDS' strategy in the government market, he said.EDS is one of the top four systems integrators in the U.S. state and local government market, bringing in more than $500 million a year. The company expects growth of at least 16 percent to 20 percent annually in this arena. "The state and local market has been one of our fastest-growing industries," Newstrom said.A recent reorganization within EDS elevated Newstrom to a position where he oversees the company's government work throughout the world, and it is a perch he uses to help EDS uncover and adopt best practices. "Most companies organize themselves into units that separate federal and state and local government, but EDS tries to look at how governments spend their dollars on citizens from a global perspective," he said.Government work worldwide accounts for 14 percent of the company's $17 billion in annual revenue, he said.EDS performs a wide range of information technology services for state and local governments. During the past year, four Maryland cities and counties awarded EDS contracts to install cameras at major intersections to catch drivers running red lights. The fines paid by violators pay for the programs.In addition, the company also began helping the California Department of Social Services this year administer services and programs to approximately 200,000 recipients and an equal number of providers. The contract is valued at $34 million.Another state, Rhode Island, hired EDS to provide advice on how to transform the government's operations and services. The contract is valued at several hundred thousand dollars.The company's global experience in providing information technology services is a chief asset in garnering business in the highly competitive state and local government market, Newstrom said. In fact, EDS' greatest successes during the past year were with governments outside the United States, he said, citing projects in Hong Kong, New Zealand and Australia.There have been a few bumps in the road. The company suffered a major setback in June when Connecticut Gov. John Rowland (R) terminated contract negotiations with EDS on an outsourcing deal worth an estimated $1.4 billion over seven years. Connecticut selected EDS in December 1998 as the prime contractor to manage the bulk of its information technology functions. But Rowland, who faced strong opposition to the plan from union employees and Democratic legislators, pulled the plug on negotiations when he could not get the deal he wanted for the state."I believe Gov. Rowland and [Chief Information Officer] Rock Regan had a wonderful vision of how they wanted to take the state forward," Newstrom said. But while the cancellation hurt EDS and perhaps the IT industry in general, Newstrom said EDS has moved forward and is now talking with other state and local governments about outsourcing deals. For the big picture, e-commerce is a primary focus. Citizens are accustomed to receiving immediate response and service from the private sector and are demanding more service from their governments, Newstrom said. "The preponderance of what governments do doesn't have to be done in their buildings at their convenience," he said. XXXSPLITXXX-Armonk, N.Y.www.ibm.comIBME-business solutions, data center outsourcing, data mining, tracking systemsFor IBM Corp., it is all about moving government services online. "Our core focus and thrust will continue to be e-business," said Marianne Cooper, vice president of sales for state and local government.Governments are making their Web sites more than just places where information is posted. They now are conducting business online, both government-to-business and government-to-citizens. "This is the most significant trend in state and local government," she said.One of IBM's strengths is its wide array of e-business solutions, giving both depth of experience and breadth of offerings to government customers, she said. In addition, the company has a large local presence throughout the United States, including 46 state capitals.The Armonk, N.Y.-based information technology giant is ranked among the top four systems integrators in the state and local market, with annual revenue exceeding $500 million, according to Federal Sources Inc., a research firm in McLean, Va.Cooper declined to reveal the company's growth targets, but said IBM achieved double- digit growth last year in the state and local government arena and is aiming for more of the same this year.IBM announced a contract with the New Jersey Department of Motor Vehicles Sept. 30 for a voice and online system for renewing vehicle registration and license plates. It is a benefits-funded contract in which IBM is paid a transaction fee that will vary depending on the volume of transactions.New Jersey Gov. Christine Whitman (R) said the project represents the first kernel of how the state will deliver electronic services to its citizens, Cooper said.A similar system implemented by IBM in Arizona won the top award this year for electronic commerce from the National Association of State Information Resource Executives, a Lexington, Ky.-based organization representing chief information officers in the states. Called ServiceArizona, the phone and online system is expected to save the Motor Vehicle Department $1.25 million annually.IBM also has built online systems in Arkansas and Louisiana, and expects to continue implementing them for other states. State motor vehicle departments are a good place to introduce e-business solutions because nearly everyone has to deal with the Department of Motor Vehicles at some point during the year and few people enjoy the experience, said Cooper. "The DMV gives immediate publicity to the benefits of e-business," said Cooper.IBM in September also announced a $29 million contract with the California Franchise Tax Board to build a system that identifies and tracks down citizens who do not pay their income taxes. The solution relies on business intelligence and data mining software. It also will enable the Franchise Tax Board to cleanse its database of incorrect information, thus eliminating duplicate records and reducing the number of incorrect dunning letters sent out by the state. The system is expected to collect an additional $36 million annually for California when fully implemented in December 2001. Such an application also can be expanded to real estate and other types of taxes, Cooper said. In the state of Washington, IBM is designing an offender tracking system that monitors convicted criminals as they move to different locations within the state's prison system and while they are out on parole. The price tag for the system is about $36 million.Finally, IBM is helping city and state government agencies throughout the United States upgrade their "heritage legacy" systems so that the agencies can take advantage of Web-enabled applications and solutions, Cooper said.More recently, the company lost a seven-year, $644 million outsourcing deal from San Diego County to Computer Sciences Corp. of El Segundo, Calif. And it was beaten by Electronic Data Systems Corp. late last year in a major information technology outsourcing competition planned by Connecticut. The state ultimately decided to scrap the contract.But IBM is a major partner with Unisys Corp. of Blue Bell, Pa., in a seven-year, $500 million project to consolidate and outsource Pennsylvania's data centers. That contract was signed Aug. 25. XXXSPLITXXX-Bethesda, Md.www.lmco.comLMTWelfare, human services, child support, electronic government, data center outsourcingLockheed Martin Corp. extended its reach into state and local governments this year with child support, human services and welfare programs, including a first-of-its kind electronic child-care system in Oklahoma.Among the innovations of the new system, called e-Childcare, is the use of magnetic-strip cards to streamline fee reimbursement to Oklahoma's child-care providers."Child care in the past has been deprived of technology. It's an area that needs to be technology driven," said Naomi Marr, vice president for strategic initiatives for Lockheed Martin IMS Corp. The Teaneck, N.J., company oversees most of Lockheed Martin's state and local business.E-Childcare is worth about $22 million over seven years and is slated to become operational in March 2000, said Marr, who expects the service to be adopted by other states as well.Lockheed Martin processes about $5 billion annually in child support payments for 13 states, accounting for 38 percent of all such payments administered by state and local governments. Recent multiyear contracts with five major states, Florida, Georgia, Michigan, Pennsylvania and Wisconsin, are collectively worth more than $500 million.While these new child support enforcement systems have garnered much of the publicity for their ability to track down deadbeat dads, Marr said it is equally important to build systems that ensure custodial parents receive child support payments on time.The company also has helped states comply with new federal laws designed to move people off welfare and into work. Working with governments and non-profit organizations primarily in California, Florida, Maryland, Texas and Washington, D.C., Lockheed Martin has placed 45,000 welfare recipients in jobs since the passage of the 1996 Welfare Reform Act, most coming during the past two years.Lockheed Martin's state and local business has grown 32 percent annually since the company acquired the IMS unit in 1984, said Terry Lynam, director of communications. The company's projected 1999 revenue from state and local government work is more than $500 million, ranking it among the top four systems integrators in this market, according to Federal Sources Inc., a market research company in McLean, Va.The company intends to double its state and local revenue over the next three years, an annual growth rate of more than 25 percent. "IMS has been identified as one of the high growth areas for Lockheed Martin," Lynam said.A recent reorganization at the corporate level will allow the IMS division to tap into the company's vast expertise in the commercial and federal sectors, Marr said.A new market niche the company intends to exploit is seat management, also known as desktop outsourcing, in which the company has both commercial and federal contracts. Seat management opportunities in Michigan and Virginia look especially attractive, said Marr.The IMS division also intends to draw upon the company's document management and imaging expertise to pursue work in the state and local market.With its purchase of U.S. Public Technologies of San Diego in January, Lockheed Martin made itself a major player in the new government market for red-light photo enforcement systems. The two companies previously had worked together on enforcement systems. USPT installed and maintained the cameras that capture on film the red-light runners, while Lockheed Martin provided software and its experience in public records research and ticket collections. Together, the companies now provide a turnkey solution to municipal governments, serving more than 30 cities and counties. "We're the largest photo enforcement provider in North America today," said Lynam.A company as large as Lockheed Martin provides services in many other areas as well. Among them are maintaining parking meters and collecting fines, building transportation systems that improve highway safety by allowing for the efficient tracking and weighing of commercial trucks, designing electronic toll collection systems, and electronic commerce applications that allow citizens to pay taxes and purchase government documents online. And "electronic commerce will be seeing increased emphasis," said Marr. XXXSPLITXXX-Blue Bell, Pa.www.unisys.comUISData center outsourcing, tax and revenue systems, social services, justice and public safetyUnisys Corp. will rely on proven areas of expertise and new market niches to sustain its growth in the highly competitive state and local government technology market."We've been doing business in state and local governments for almost 50 years, said Steve Mahle, Unisys vice president and general manager, North America Public Sector. "We think the public sector will be a good place for us to grow."The company's special domain in government work includes tax and revenue systems, social services and justice and public safety, Mahle said. Unisys information technology systems, for example, are used in eight of the 10 largest states to help deliver public assistance benefits; in 25 state criminal justice agencies to help protect 55 percent of the U.S. population; and worldwide to process 250 million annual income tax returns.But the Blue Bell, Pa.-based company also sees new government markets on the horizon, including enterprise resource planning, document imaging, parks reservation systems, environmental systems and motor vehicle systems. Unisys built a parks reservation system for Pennsylvania that allows citizens to go online to reserve campsites at local parks. Company officials believe the reservation system, which cost under $10 million, can serve as a model for other states.Officials also think their experience implementing jail management systems will serve as a springboard for providing integrated criminal justice solutions for state and local governments. "We're positioning ourselves for this marketplace," said Mahle.Unisys ranks among the top players in the state and local government market, garnering more than $500 million annually. Although many people still think of Unisys as a hardware company, nearly 70 percent of its $7.2 billion in annual revenue comes from systems integration and support services. The company's growth target in the state and local government arena is to beat the growth rates in the specific sectors where it competes. The public sector represents about one-third of Unisys' business worldwide; Mahle estimated growth in its state and local segments of 11 percent to 17 percent annually.The company scored a number of big successes during the past year. They include a seven-year, $500 million agreement signed with Pennsylvania in August to consolidate and manage the state's data centers. The data center outsourcing project is the most comprehensive of its kind by a state government and is expected to save Pennsylvania more than $100 million during the next seven years."We look toward many additional opportunities for data center outsourcing for us and our subcontractors," said Mahle. The transition from the 20 agency-run data centers to the Unisys data center in the state capital of Harrisburg is expected to take one year.In October, the company implemented the first phase of a welfare system for Los Angeles County, a five-year project valued at more than $50 million. When completed, the automated system will help 11,000 caseworkers manage more than 800,000 welfare cases in the county.The company announced a $12 million project in January with the Montana Department of Revenue to design and implement an integrated information system to enhance customer service and improve revenue collection. While this project involves integrating only the department's withholding and unemployment tax processing operations, it lays the groundwork for a more expansive information system that includes additional state revenue sources, such as income and property taxes. This will enable the department during the next five years to integrate all 26 revenue sources collected by the state.Unisys is pursuing opportunities for implementing similar integrated tax systems with governments throughout the United States, Mahle said.Unisys also finds itself in the forefront of an innovative government procurement initiative in Kentucky. In March, the state selected Unisys and 14 other companies for its Strategic Alliance Services program. It provides a streamlined process for these companies to compete for IT contracts in the state, including nearly $100 million worth of projects pending under Empower Kentucky.One of the chief goals of the Kentucky procurement initiative is to make IT vendors partners rather than adversaries in carrying out projects, said Mahle. His discussions with chief information officers from other states suggest that they, too, are moving in this direction. XXXSPLITXXX-Fairfax, Va.www.amsinc.comAMSYE-procurement and e-commerce applications, finance and administration, tax and revenue systemsAmerican Management Systems Inc. is poised to leap into the burgeoning market for Web-based government services and applications.The company recently announced a strategic partnership with Siebel Systems Inc. of San Mateo, Calif., a leading provider of Web-based customer service software in the private sector. As Siebel's first public-sector partner, AMS hopes to help governments provide more citizen services on the Internet."Self-service is the most cost-effective way of delivering services by state governments," said Mark Andrews, vice president and general manager of government and education management systems. Siebel's customer relationship management software will support AMS' efforts to supply best-of-breed solutions to government customers.AMS also has invested heavily in developing an electronic mall capability for state and local governments. The eMall, as it is called, would allow governments to cooperatively band together to purchase goods and services from a pool of approved vendors, significantly reducing procurement cycles and costs.Bill Kilmartin, formerly the Massachusetts state comptroller and co-director of the state's innovative eMall project, joined the company in February to head up its electronic commerce initiatives for government. A few months later, three other officials from the Massachusetts eMall project, including Gary Lambert, the project's other co-director, followed Kilmartin to AMS, signaling the company's serious intent to capture the market.AMS will announce soon a major partnership arrangement to bring the eMall concept to fruition, Andrews said.At the same time, AMS has built electronic commerce applications for human services and for what it calls EMV, the electronic motor vehicles agency of the future. The company has, for example, a contract with the state of Ohio to implement a new title and registration system for the motor vehicle departments in 88 counties."Governments have made the investment to get the technology infrastructure in place, such as the networks and firewalls, that is making these kinds of e-commerce projects possible," Andrews said.The Fairfax, Va.-based AMS is one of the top systems integrators in the state and local government arena, with expected revenue of more than $300 million in 1999. This accounts for between 25 percent and 30 percent of the company's annual revenue. Andrews said he expects its state and local government business to grow by at least 18 percent to 20 percent this year, which is the corporate target for its various business lines.AMS' business is split about evenly between the private and public sectors, and within the public sector, state and local government revenue exceeds federal revenue by a few percentage points, Andrews said.While investing in new Web-based solutions, AMS continues to rely on its bread-and-butter systems for tax and revenue and finance and administration. In August, the company signed a five-year, $50 million contract with Hawaii's Department of Taxation to restructure the state's tax administration process. Under this "benefits-funded" contract, AMS will be paid via the additional tax revenue that generate as a result of the improved collection process. AMS has similar contracts with Kansas and Virginia.Andrews expects an increased demand for finance and administration systems after the new year, when state and local governments clear the bulk of their year 2000 problems.AMS experienced one unexpected setback during the past year, a decision by Mississippi in April to terminate a tax and revenue system that AMS was building for the state. Although the system was valued at only $11.2 million, the state filed a lawsuit seeking nearly $1 billion in compensatory and punitive damages.The suit is the first against AMS in more than 20 years of work by the company in state and local government, according to Andrews, who said AMS still hopes to reach a settlement.But this was the only major disappointment in a year that saw the company continue its expansion in business with more than 40 of the country's largest state and local governments. "This market has been a focused part of the AMS corporate strategy for more than 20 years," Andrews said. "We have a proven track record of working with clients to deliver working solutions." XXXSPLITXXX-Clevelandwww.trw.comTRWCriminal justice and public safety, intelligent transportation, automated identification, child supportTRW Inc.'s revenue in the state and local government market jumped by 20 percent during the past year as governments tapped the systems integration specialist for tasks ranging from tax administration and traffic management to communications modernization."We're the growth engine of the company right now," said John Kost, a vice president for TRW public sector solutions. Kost expects TRW's business in the state and local market to continue growing at this pace.The Cleveland-based company will bring in more than $300 million in revenue this year for its state and local government work, making it one of the top six systems integrators in this market, according to Federal Sources Inc., a McLean, Va., business research company. State and local business accounts for about 10 percent of TRW's revenue from systems and information technology work, while federal business brings in about 80 percent of the revenue, according to Kost."One of our chief strengths is our engineering skills, which we get from a lot of work we do on the federal side," he said. TRW's work for the Central Intelligence Agen-cy, for example, requires an expertise in computer and information security that far exceeds anything state and local governments would ever require, he said.The company's largest ongoing state and local project is a five-year, $272 million contract with Ohio to provide a computer and communications network that will tie together as many as 12 agencies and provide them with instant voice and data communications statewide. The project, called the Ohio Multi-Agency Radio Communications System, began in late 1998 and is designed to ensure the free and immediate flow of information between law enforcement and emergency services.The project could be emulated in other states, said Kost, who mentioned current or expected opportunities for similar systems in Arkansas, Indiana, Nebraska and Pennsylvania. Another important area for TRW is intelligent transportation systems. These systems use road sensors and other technology to manage the flow of traffic and help reduce traffic congestion and accidents. TRW is developing a traffic management system for Cincinnati that is valued at more than $30 million, Kost said. TRW also has numerous contracts in public safety, including automated fingerprint identification systems, jail management systems, computer systems for analyzing crime data and electronic justice solutions that facilitate information sharing among criminal justice departments and agencies.During the past year, municipal governments in New Mexico, New York and Oklahoma have awarded TRW contracts to implement integrated criminal justice systems. In Bernalillo County, N.M., for example, TRW is installing its electronic justice solution for detention management, including an integrated digital mug shot system and fixing year 2000 problems at the county's three detention centers. The New Mexico contract is for $1 million.The company also is working on a three-year contract worth more than $15 million to modernize the inmate tracking system for the San Diego County Sheriff's Department. Although San Diego County is in the process of outsourcing its information technology functions to a private vendor, TRW will continue providing information technology services to the sheriff's department, Kost said.TRW is looking to expand its sales of tax management systems, a market that it entered in late 1998. This year the company won a $5 million contract to implement a tax audit system for Virginia and is bidding on a tax management system in South Carolina.A number of new opportunities should arise after the new year, Kost said. While fixing year 2000 problems, many state and local governments discovered that many of their major information technology systems were outdated and needed to be integrated, he said. Consequently, he anticipates that after year 2000 concerns subside, government leaders will become more interested in implementing enterprise resource planning systems that integrate human services, procurement and financial management and accounting systems."I think we will see a revolution in ERP in government," he said.With analysts projecting continued growth on technology spending by state and local governments, Kost expects TRW to capitalize on its recent successes. "We're beginning to focus strongly in this market," he said. XXXSPLITXXX-State and local governments, like other businesses, are rapidly looking toward e-commerce solutions to help them better serve their constituents. As a company focused on delivering technology-enabled e-solutions to state and local clients, [DynCorp Management Resources] sees e-commerce not as a suite of IT products or a stand-alone business, but rather as another tool in improving customer service and government operations. We see the growth of e-commerce as promoting the delivery of complete solutions because it entails process redesign, operational components and the smart use of technology.President, DynCorp Management Resources