Case Study: the U.S. Air Force and U.S. Space Force modernize end-user services with SAIC EITaaS

U.S. Air Force and U.S. Space Force improve IT support for 60,000 users with SAIC

The U.S. Air Force and U.S. Space Force needed to modernize their fractured, installation-specific IT services to reduce costs and improve operational efficiency. They engaged vendor SAIC to implement an Enterprise IT as a Service (EITaaS) model to standardize the end-user environment and allow personnel to focus on their core mission.

SAIC implemented a unified, user-centric operating model that provided 24/7 support, human-centered walk-up care, and AI-enabled self-service across nine pilot installations. The results included improved tech support for over 60,000 personnel, satisfaction ratings that outpaced industry benchmarks, and an estimated 86 mission defense team members refocused on cyber threats. SAIC's solution lowered costs and enabled data-driven improvements for the customer.