Jim Scaduto, service delivery executive, has experienced a dramatic difference: 'Previously, most NDCS personnel had to balance design, operational and architectural issues, which is practically impossible. Now the design engineers are less likely to be pulled out of meetings or be on call after their regular work hours for emergencies. Likewise, the Operations teams can concentrate on providing priority services to the clients. Now we know exactly who has the focus and expertise in a specific area. I used to have to invite several people to meetings because no one IT staff member had the specific expertise that was needed.'