DTEN Helps Slash $2 Million in Annual Costs for the Office of Defense Services
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The strategic use of DTEN technology in courts, correctional facilities, and other key locations resulted in faster service delivery and substantial savings.
The Office of Defense Services (ODS) in Delaware provides legal defense to individuals accused of crimes through its three divisions: Central Admission Services, the Public Defender’s Office, and the Office of Conflict Counsel. ODS stands out by adopting a holistic defense approach, which requires regular, in-person interaction with clients—a model that poses challenges, particularly in terms of scheduling and logistics.
To address these issues, ODS partnered with DTEN to modernize its communication infrastructure and streamline client interactions. The results were impressive: increased efficiency across the criminal justice system and cost savings of approximately $2 million per year.
The Challenge: Overcoming Logistical and Communication Barriers
ODS’s commitment to in-person engagement created hurdles, especially during weekend arraignments. Staff often had to physically travel between clients, correctional facilities, and courts, sometimes hours apart, which caused delays and logistical strain.
As Sam Cucinotta, Deputy Chief of Information Services, explained: “We had to deal with our clients in person, even on weekends. This involved transporting clients to court, sometimes just for a brief hearing.”
Their existing video systems were outdated, had poor uptime, and lacked remote management features. ODS needed a more reliable, scalable, and easy-to-manage solution that would integrate seamlessly with their existing infrastructure.
The Solution: Seamless Deployment of Modern Devices
DTEN’s all-in-one video devices checked all the boxes: functionality, ease of use, affordability, and centralized management. As Chris McGonigle, Chief of IT, and one of the key decision-makers, said, “Moving to a cloud-based platform was essential. DTEN’s Zoom-native devices gave us a plug-and-play solution with tremendous flexibility.”
With the goal of zero disruption to client services and court proceedings, ODS deployed 145 DTEN ME Pro devices in diverse locations across the state of Delaware, including:
- Courts
- Correctional facilities
- State and local police departments
- Public defender offices in Newcastle and Sussex counties
The rollout was fast and flawless. “We deployed the DTEN devices in just two days,” said Cucinotta. “It was completely seamless—old units went offline, DTEN units came online, and we didn’t miss a single arraignment.”
The Results: Seamless Justice with Fast Deployment and Immediate Impact
The new DTEN system brought significant improvements from the get-go:
- The setup time per unit was under 2 minutes—astoundingly quick
- Ease of use was simple enough for first-time users without training.
- Advanced functionality, including screen sharing, whiteboarding, and remote expert collaboration, was immediately available.
“Judges experienced no downtime. Clients met with their attorneys immediately. The justice system kept moving.”
—Chris McGonigle, Chief of IT
Remote management via DTEN Orbit enables ODS to update, reset, or even factory reset devices remotely—eliminating the need for inter-county travel.
“With DTEN Orbit, we can manage all devices centrally. We no longer need to send technicians across counties to fix minor issues.”
—Sam Cucinotta, Deputy Chief of Information Services
Beyond deployment, DTEN’s customer support stood out. From feature requests to on-site assistance—DTEN’s team ensured uninterrupted service and continuous improvement. “DTEN has been vital in keeping our systems running smoothly,” said Cucinotta. “Their customer service has been exceptional.”
The bottom line? Thanks to DTEN devices, ODS has:
- Enhanced service delivery
- Reduced travel and logistical costs
- Improved access to legal counsel for clients
- Saved approximately $2 million annually
McGonigle summarized the impact best: “Even users with no experience can use these devices immediately. And the cost savings—around $2 million per year—speak for themselves.”
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