Case Study MLEM

Case Study: Optimizing Mobile Life-cycle & Expense Management at the Department of Energy

Download the Case Study –  DOE OCIO Wireless Customer Case Study (456 downloads)


Provide DOE an assessment and solution to effectively and efficiently manage the
mobile wireless infrastructure and produce savings.


   Exceeded Requirements and Expectations

Ø Initiated MLMS services that surpassed the DOE’s
IPT mandates.

Ø Provided an in depth analysis of utilization trends
for all HQ devices.

Ø Conducted DOE-wide rate optimization.

Ø Proposed a realignment of DOE’s existing “pool
structure” to better align with current usage patterns of individuals.

Ø Established an ‘audit ready’ environment.

■  Identified Cost Savings and Containment

Ø Over $400k in-year savings associated with zero
usage devices.

Ø Over $1 million in annualized cost saving

■  Implemented On-Demand
Reporting and Bill Analysis

Ø Deployed a multi-vendor web based portal,
accessible by all DOE Programs detailing wireless reports and bills.

Ø Established an auditable verification and
validation process across all vendor invoices.


  Trend Analysis, by Service


Detailed Usage and Costs


Top Down Service  Costs and Usage


Bill Analysis


Top Spend


In response to an OMB Data Call on Wireless Device procurements and costs, the Department of Energy (DOE) identified over 40 points of procurement and numerous plans for its 12,000 mobile devices and associated plans at a cost of approximately $6  million dollars annually. To address this issue, the DOE Office of the CIO and the Office of Management implemented Highland’s Mobile Life Cycle and Expense Management (ML&EM) solution in order to optimize DOE’s activities and costs.


The primary objectives of this effort were first, to provide DOE Headquarters with an assessment of their current wireless device environment of 5,000 devices, and recommendations to improve the optimization of their Wireless Mobility Management. The Highland ML&EM process includes, and did include for DOE, an assessment of their workflow processes, service plans and costs, automation tools, individual utilization rates, and provide an alternative framework that would reduce costs without affecting employee usage requirements. The second objective was to implement the Highland framework, providing DOE with the  capability to:

  • Develop an Acquisition Strategy and Plan to better leverage DOE’s buying power and services.
  •  Streamline, simplify, and reduce the cost of acquiring and managing Mobility products and services.
  • Identify the early warning signs of asset and service mishandling, and the root cause analysis to fix it.
  • Develop and initiate rate optimization plans.
  • Analyze detailed service usage to develop high confidence resourcing and allocation forecasts.
  • Sustain an “Audit-Ready” environment.
  • Reduce device and service plan costs by 10% in FY14, compared to FY13.
  • Improve the quality and responsiveness of service delivery and support department-wide.
  • Develop an on-boarding process for additional field sites.


  • Highland provided an in-depth analysis of utilization trends for all HQ devices. In addition, a strategic sourcing and contract optimization was conducted which resulted in average savings per service per month of $5.42 for Verizon and $4.17 for AT&T (the two service providers used by DOE).
  •  Identified over $400k in-year savings associated with zero usage devices and over $1 million in annualized cost saving opportunities.
  • Proposed a realignment of DOE’s existing “pool structure” to better align with current usage patterns of individuals. This provided an additional cost savings of 18% to 35%.
  •  Implemented a web based portal for DOE Programs to access wireless reports and bills.
  •  Reduced the number of Verizon plus AT&T rate plans from a total of 90 to 20.
  • Provided an operational and “Audit-Ready” environment.


Highland’s approach to satisfy DOE’s request involved 3 Phases:

 Phase 1 – Assessment

The assessment was conducted from June 3 through July 31, 2013, and covered 5,600
– air cards, blackberrys, cell phones, smartphones (iPhone and Android), pagers, and tablets – deployed throughout 660 organizational units (routing symbols); 90 unique rate plans and 12 months of vendor invoices.

The assessment was conducted via the following sequence of activities:

  1. Configure Mobile Services framework
  2. Acquire & load DOE HQ wireless billing data
  3. Assess wireless services
  4. Provide final Assessment and Recommendations

Phase 2 – Implementation

Following the assessment, DOE required a comprehensive wireless management service be established to support the department-wide transition to a more efficient and cost effective environment. Highland performed the following activities to position DOE for operations of the system.

  1. Negotiate contracts & consolidate procurements
  2.  Transition mobile services
  3. Establish production environment (on premise within DOE Data Center)
  4. Conduct Mobile services operations

Phase 3 – Ongoing Savings Analysis and exception reporting

Highland monitors the utilization stats and on a quarterly basis recommends transition of low or zero use devices to a metered plan. On a monthly basis Highland reviews the utilization and adjusts if the device utilization exceeds threshold levels by moving them back to pooled plans. In addition we process all exceptions for billing disputes.

Currently Highland provides these services to DOE for 9,000 wireless devices, providing DOE with an annual savings of 13%. 

Available Highland wireless services include:

● Wireless Device Management ● Device Ordering
● Service Contract Administration ● Inventory Management
● Invoice Management And Audit ● Management Reporting
● Rate Plan Optimization




Founded in 1996, Highland Technology Services Inc. is a Service Disabled Veteran Owned Small Business (SDVOSB) that has been providing IT services for the Federal  Government for over 21 years. Highland has years of experience delivering to customers a full life cycle offering of advanced Mobile Lifecycle and Expense Management (ML&EM) Services. These encompass not only rate plan optimization and wireless service customer support for mobile devices, but also a Wireless Management System (WMS) portal where detailed billing and data analysis tools are available on demand. Highland employs a webbasegovernancframework, powered by INSIGHT®.

Download the Case Study –  DOE OCIO Wireless Customer Case Study (456 downloads)