Department of Veterans Affairs
Web and VA Mobile Solutions (WMS)
Deployment Services Summary Report
Indianapolis, IN (May 26 – May 29, 2015)
June 16, 2015
Submitted as CLIN 0009AB
Contract VA118-14-C-0050
Submitted by:
Middle Bay Solutions LLC.
1525 Perimeter Parkway, Suite 115
Huntsville, AL 35806
Phone: (256) 970-2804
Contractor Name:
Contract Number:
Contract Title:
Contract Type:
Date Submitted:
Program Manager:
Middle Bay Solutions
VA118-14-D-C-0050
Web and VA Mobile Solutions (WMS)
FFP/T&M
19 June 2015
VAMC Site:
Indianapolis, IN
Allan McCaleb Phone:
256-527-0788
This report provides the Deployment Services Summary Report as specified in the contract
Performance Work Statement (PWS), Section 5.2.5, as stated below:
The Contractor shall provide, in-person, deployment and processing services for any VA Facility designated by the
COR. It is anticipated that this will only be for mass deployment of devices to one location. A listing of all possible
VA facilities can be found at http://www1.va.gov/directory/guide/rpt_fac_list.cfm?isflash=0
In person processing shall include:
a) Unboxing and disposing of all packing materials.
b) Verifying the proper operation of the devices(s) to include verification of the end users profile, accounts,
and access.
c) Repairing and or replacing devices damaged in shipment.
d) Assisting the facility in placing the devices into the Government’s inventory system.
e) Transfer of each device from staging to user ownership.
f) Providing on-site troubleshooting for device users.
g) Provide in person training for six (6) VHA employees on the device delivery and support process.
h) Provide an on demand Web Link and content for refresher training on the device delivery and support
process.
The Contractor shall document the services provided, deployment issues and resolutions in a Deployment Service
Summary Report

DEPLOYMENT SERVICES SUMMARY OVERVIEW
This report covers deployment services for Indianapolis, IN VAMC. The table below provides
the general information for this effort.
Table 1 – Indianapolis VAMC Deployment Summary Data
Deployment Dates
Delivery Schedule
May 26 – May 29, 2015





Site Info
Device Count
Travelers
Monday
Tuesday
Wednesday
Thursday
Friday
Travel to site
Set up rooms and Train the Trainer Super-users
Delivery device to users
Delivery device to users
Travel home
Department of Veterans Affairs
Richard L. Roudebush VAMC
1481 W 10th Street, Indianapolis, IN 46202
Delivered to Site: 150 Devices
Delivered to Users:
 113 iPad minis
 135 iPad minis

14 iPad 4s

15 iPad 4s
Larry Krause, Steve Tuzeneu
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
REPORT OF DAILY OPERATIONS
May 26
Site set up day (Times 9:00 AM – 5:00 PM local)
Team Personnel present:
Larry Krause – Aetos (256-783-4321)
Steve Tuzeneu – BAH (732-539-8345)
Darrell Baker: david.baker@va.gov
Tiffany Wyatt: tiffany.wyatt@va.gov, (317-416-4323)
Jeff Faher: jeff.faher@va.gov
Ted Korupp: Terrence.korupp@va.gov
Janis Aichinger: Janis.aichinger@va.gov
Carlton Fancher: carlton.fancher@va.gov
David Bickel: david.bickel@va.gov
Activities
Arrived on site at 9:00AM. The room was set up and the banners were erected. The VA
equipment was tested for Fuze capability, and a Polycom phone was brought into the room for
the audio portion of the Fuze sessions. There were no issues - the Indianapolis VA facility had
good video equipment, a large retractable screen and four ceiling-mounted monitors.
At 1:00PM eight users were present for
the “Train the Trainer” session. As they
entered the training room they were given
their iPads and instructions to configure
the iPads. This exercise went very well.
Eight iPads were enrolled at that time (7
iPad mini’s and 1 iPad 4).
Super-users participated in the virtual
train-the trainer session being delivered
from Richmond, VA. Video, slides and
audio were all functioning properly
during this session. Super users left with
their devices and created a coverage
schedule for the next two days.
Arrangements were made with Darrell Baker to open the room at 07:15 and with Tiffany Wyatt
to bring the devices into the room by 7:30. Tiffany brought over four VA laptops to be used at
check-in and check-out; those were set up in the room and secured with locking devices. Tiffany
had also made arrangements for two IT staff to be present during the delivery (one for check-in,
one for check-out).
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May 27
Delivery Day 1 (Times 7:30 AM – 5:00 PM local)
Team Personnel present:
Larry Krause – Aetos (256-783-4321)
Steve Tuzeneu - BAH (732-539-8345)
Darrell Baker - VA
Tiffany Wyatt - VA OIT (317-416-4323)
4 Super users were present at all times.
Activities:
Arrived on site 07:15. Darrell Baker was on-site and opened up the room. Banners were
positioned. At approximately 7:30, Tiffany Wyatt brought the devices into the room. She had
pre-assigned devices to the users, entered that information into AEMS/MERS, written the users
names on the outside of the device box, and arranged the devices by time-slot (i.e. when the user
had signed up to pick up their device) and alphabetical order. Remaining devices/users were
kept separate and arranged in alphabetical order. She also had prepared a user list/spreadsheet
that was kept at the check-in station. This simplified and streamlined the check-in process. As
users arrived at check-in, their
name was checked off on the
list, PIV card taken and handed
to check-out, and the device was
pulled from stock.
Since
Tiffany had already assigned
the devices to the each user,
they proceeded to tables to setup their devices. Because of
this pre-work, check-in was
very smooth, and there was
never a wait.
Users proceeded to tables where there were set-up instructions, and three to four super-users
ready to assist with any steps in the process. Most users had pre-created Apple IDs, and knew
their VA log-in credentials, and arrived in their chosen time slot. Verizon LTE coverage was
adequate in the room; in addition, there was a VA Guest WiFi network that was accessible, and
had good speeds (speed test results are at the end of this report).
As our first group of users began the iPad set up and enrollment process, there were three main
errors encountered:
 Users were not loaded into AirWatch – the AirWatch app downloaded properly, but users
could not log on with their VA credentials. They received an error message “Active
directory only recognizes Authenticated Users”. Corrective action taken: Contacted oncall Tier 3 staff with MDM credentials, users were immediately added, and users were
able to successfully complete the enrollment process.
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

AirWatch Password issues: In some cases, user
had various password issues, i.e., the passwords
contained one of the ‘special characters’, or in
one case, the account was locked. The local IT
staff helped the users change their password.
Users were able to successfully login to
AirWatch and complete the setup process,
waiting 10-15 minutes after changing the
password.
Download of AirWatch app: In the morning
sessions, some users (~15-25%) were directed
to an ‘error.vba.va.gov’ website instead of
mdm.va.gov to download the AirWatch app.
Corrective action was to clear the Safari cache and history on the device, then reload.
This issue was only seen once or twice in the afternoon session.
Two virtual Genius Bar sessions were conducted in the afternoon; none were held in the morning
session.
By the end of the day, 65 devices were enrolled: 61 iPad mini’s, and 4 iPad 4s
May 29
Delivery day 2 (Times 9:00 AM – 5:00 PM local)
Team Personnel present:
Larry Krause – Aetos (256-783-4321)
Steve Tuzeneu - BAH (732-539-8345)
Darrell Baker - VA
Tiffany Wyatt - VA OIT (317-416-4323)
4 Super users were present at all times.
Activities:
Deployment went smoothly on this day. The stream of customers was steady and most were at
the scheduled appointment time. There were still some users that had password issues and some
that had not been uploaded into AirWatch; the same corrective actions from day 1 were used to
resolve these issues on the spot. There were only one or two users that experienced any problems
downloading the Airwatch app (e.g. getting re-directed to another url); the same corrective action
addressed this issue.
The super users provided additional information and set up help (e.g. setting up the CAG sites,
showing users how to access CPRS, etc). Two virtual Genius Bar sessions were held for users
that had time and wanted some additional information. All who attended the Genius Bar sessions
indicated that they were very informative and helpful, which seemed to negate the call for a
Genius Bar except for two sessions when users wanted the extra information.
36 iPad’s were enrolled; some users picked up and signed for their devices, and were going to
complete the enrollment process at a later time with help from Tiffany or Darrell. When packing
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up, there were a total of 23 devices that were not handed out – 22 iPad mini’s, and one iPad 4.
Tiffany and Darrell were going to arrange a day to hand out the remaining devices.
COMMENTS AND ISSUES
1. The local POC’s were excellent. Super users, as well as the OIT personnel, were very
helpful and committed; there were always sufficient super users present to provide oneon-one support.
2. The pre-assignment of devices to users, labeling of devices with user names, and use of
the approved user list all served to expedite the check-in process.
3. Most of the Air Watch enrollment issues were due to users not being uploaded into
AirWatch. Middle Bay will work with ESE to ensure that the format for the user data
used in the bulk upload for each site is correct, and to ensure that the upload processes
are correct.
4. The Genius Bar sessions were found to be beneficial, but attendance was hampered by
the fact that the device delivery and the Genius Bar were in the same room.
Speed Test Results – Indianapolis (26-28 May 2015)
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