For example, a government agency challenged us to rapidly operate an IT support organization in an extremely secure client environment. Our response is a 24/7 help desk; worldwide desktop application support for more than 100,000 desktops and laptops; and network and security operations, monitoring, and data center operation. As a measure of our success, we have earned an average award fee of 97% from contract inception. Our recent award was 98%.
Among our model IT infrastructure performance-based contracts, we support a major agency headquarters operation. This provides services for an 800 plus user network at three primary locations. We operate a 24/7 help desk and provide desk-side support, network management, systems administration, business process reengineering, information systems security, legacy systems maintenance, and network support. And each year we replace one-third of all supported devices under a three-year technology refreshment cycle. Our processes have cut costs by 20% and we have earned 100% of the available incentive fee.
