Technology Investment Yields Big Results
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Service Offerings

The mission statement of DataChambers helps define the scope of their service offerings: "To provide enhanced business continuity solutions." This required the company to analyze client needs in a new light. "Successful continuity planning does not result from complying with a standard. Successful continuity planning results from understanding the customized application. It is this basic understanding of analyzing exactly what the client needs and deserves that drives the long-term success of DataChambers," said Boening.

Services have evolved from warehousing (operating as Twin City Warehouse in 1974) to a dedicated records storage company in 1983, to the opening of the DataChambers facility in March, 2003. While hard copy records storage is still a significant part of the business, DataChambers has invested heavily in technology to keep pace with technological advances. Because so much information is born digital, outsourced management of digital records seems a natural evolution for the company. In addition to the management of paper records, DataChambers also offers imaging services, and image storage.

Digital services primarily evolve from the central premise of business continuity services. The company operates a traditional media vault utilizing slotted storage and rotations. The vault is housed in the basement area, and thus is protected by redundant temperature and humidity control systems, as well as redundant security and redundant fire protection systems. DataChambers also offers a full array of network interfaced data storage solutions including SAN, NAS, e-drive, magnetic disk, tape and optical technologies. The company has invested heavily in a robust e-vaulting solution for clients which utilizes a software product developed by IBM called Tivoli. "We selected this product due to its support of more than a dozen hardware platforms, its scalability, its intelligent data movement and storage and its policybased automation. We can establish different policies for different types of clients who have diverse e-vaulting needs," said Boening.

Beyond these, server co-location services are also offered. Space is rented by half rack or full rack spaces, private chambers, caged chambers, Telecom POP and carrier hotel arrangements. The facilities are state-of-the art in design, with raised computer flooring, gas suppression systems, temperature and humidity control and redundant security systems. As has already been mentioned, business continuity services are offered to assist clients with temporary relocations to functional telecom and data connections. "We recently had a customer utilizing business continuity spaces due to down-time with their Internet connection," said Boening. "Business interruption is not just about natural disasters, chemical spills or terrorism. Losing telephone capability or web access can cost companies millions of dollars in down time. Our facility, when combined with emergency recovery services such as e-vaulting, server co-location or tape backup can get a client back into operation in a matter of hours."

This type of service also extends to dedicated and managed hosting solutions which are administered by DataChambers staff 24x7x365. DataChambers staffs a Network Operations Center at all times. Aside from tracking client networks, the staff also monitors weather conditions, telecommunications activity, civil unrest and homeland security issues. The Network Operations Center is reminiscent of NASA Mission Control in its appearance, and can house 18 simultaneous operators. Network Operations Center personnel also have the capability to function in a "help desk" capacity.

Additional service offerings include professional consulting services on issues ranging from consolidated services, telecommunications, data networks, infrastructure and contingency planning. The company is also a reseller of contingency planning software. These soft services also include services such as Sarbanes Oxley compliance functions that certify that e-mail continues to be accessible throughout its required retention period.

As has been mentioned, DataChambers also provides private areas for clients to outsource their data center.Within the underground facility there is adequate room to build out, and robust infrastructure to support data center connectivity. DataChambers has the capability to build out 10, 100 and 1000 Megabit Ethernet connections in a path protected fashion to connect a client's corporate facility to their remote, high-availability data center. While their current connection method is typically a T1 or T3, the company is already anticipating and deploying the next generation of connection technology. "We believe wide area Ethernet connections are the way to go," said Boening.

Market Scope

The original market reach of the DataChambers was anticipated to be a 200 mile radius of the facility. However, experiences like the recent blackout and Hurricane Isabel brought calls to the facility from a greater distance. The company holds itself out as "the only commercial data facility of its kind in the Eastern United States." With broader interest spawned by natural disasters, the company is anticipating an expansion of services beyond the initial radius. "We are within easy driving distance of nine states and the District of Columbia," said Boening. "This represents a tremendous potential customer base."

Another strategy likely to expand the facility's reach in the marketplace is their e-vaulting and server co-location facility. Clearly, the investment in redundant connectivity and inhouse monitoring and technical support may lure clients from much greater distances. "We have received inquiries on our evaulting services from as far away as New York City and Seattle," said Boening. While the data services side of the company is relatively young, it seems clear that expanding service offerings in this direction has also greatly broadened the market for DataChambers.

Conclusion

PRISM International members have long been assailed with the concept of a "paperless office" which was anticipated to lead to less customer base over time. Industry experts such as David Stephens of Zasio Enterprises have written frequently that this eventuality has been delayed but will occur when market conditions permit. Other industry consultants point to such books as "The Myth of the Paperless Office," to debunk those theories. In their original 1999, and 2003 studies, the University of California Berkeley identified the trends of data and information output growth across all sectors irrespective of media type.

There can be no question that more client information is being maintained in a digital format, and companies who can invest in sufficient infrastructure to assist clients in managing that data are positioning themselves to take advantage of client needs now and in the future. From the sheer volumes of electronic data generated, and the fact that much of this data represents "active" records management as opposed to "archival records," it would appear that companies like DataChambers have elevated themselves above the "zero sum game" strategy and are actively working to increase the size of the market for our industry. While there are unique attributes in the DataChambers business model, (the availability of a uniquely suitable facility being first among many), it is also clear that other commercial information management operations seeking to become a one stop shop for all client commercial information management needs throughout the information lifecycle would do well to study the DataChambers model in order to observe the trending in future client needs.

About the Author:
     Jim Booth is the Executive Director of PRISM International.
     He can be reached via e-mail at jim@prismintl.org.