Chief Information Office

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Chief Information Office
Technology Services Dr. Scott Muri, CIO An
Overview Discussion with the Privatization
Advisory Committee
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Vision, Mission and Purpose
The Chief Information Office is responsible for
the planning, implementation and support of
information technology for schools and
administrative offices in the district.  We
support NC WISE, classroom technology devices and
software applications, computer
equipment, telephones, Lawson and My Time
business systems.
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Chief Information Office Hierarchy
FTE filled 13 FTE unfilled
1 CTE 0 Contractor
6 PT or Temp 0
FTE filled 16 FTE unfilled
1 CTE 0 Contractor
7 PT or Temp 0
FTE filled 33 CTE
3 Contractor 8 PT or Temp
0
FTE filled 6 FTE unfilled
0 CTE 0 Contractor
0 PT or Temp 0
FTE filled 16 FTE unfilled
2 CTE 0 Contractor
7 PT or Temp 0
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Technology Support for SchoolsOverview Scope

• 168 schools throughout Mecklenburg County
• 141,000 students
• 18,800 teachers, support staff and
  administrators
• 7,931 classrooms
• 624 computer labs
• 58,448 desktops and laptops
• 11 Help Desk Staff
• 3 Network Engineers
• 15 Systems Engineers

CMS District
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Chief Information Office
Business Systems Kay Hall, Director
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Business Systems Technology

• Provide service and support to CMS business
  operations
• System Maintenance
• Assist in district business process improvement
• Provide access to Employee Self-Service for over
  18,000 employees
• Provide Help Desk support and training for
  related systems

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Chief Information Office
Data Center Operations Susan Manning, Director
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Data Center Operations

• Manage the infrastructure which supports the
  operation of CMS
• Help Desk
• Technical Services

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Chief Information Office
Information Systems Support Cindee Matson,
Director
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Information Systems Support (ISS)

• Systems Support
• Cabling Design and Deployment for video, voice
  data for all district sites
• Infrastructure Design and Deployment of network
  electronics and wireless
• Telephone Support, Deployment and Management of
  Digital Phone Systems (VoIP)
• Quotations
• Purchasing Quotes for District Hardware such as
  computers, printers , and Interactive White
  Boards
• Video Conferencing/Distance Learning/Closed
  Circuit
• E-Rate and Compliance

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Chief Information Office
Instructional Technology Jerry Shepardson,
Director
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Instructional Technology (IT)

• Technology Integration Resource to Principals and
  Staff in 168 Schools
• Technology Training for Instructional Staff to
  effectively utilize various instructional
  resources and applications
• Manage CMS Wiki as an effective communication
  tool
• Instructional Software Installations Coordination
  and Support

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Chief Information Office
Student Applications Web Development Jay
Parker, Director
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Student Application Web Development

• Management of the Student Information
  Applications
• Administration of the Data Warehouse
• CMS Web Page Publishing, Coding, and Design

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Hardware Repair, Support and Installation

• 1995-Current Southeastern Technology Group
• 1999-2001 Data Networks
• 2001-02 Millennium Technologies
• 2002-06 Pomeroy
• 2006-Current Fortress Systems International

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2001-02 Hardware Repair Costs
School Year Number of Computers Annual Cost Cost Per Device
2001-02 27,020 140,600 5.20
2011-12 58,448 122,100 2.09
Current analysis 116 increase 18,500 lt original cost
40 lt than original cost
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Infrastructure Repair, Support and
Installation Previous and Current Usage

• AFL
• Pomeroy
• DataCom
• CNIC
• Universal
• Professional Teleconcepts

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Data Center Support Used

• Southeastern Technology Group

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Technology Support for Schools Roles Defined

• Data Center Operations
• Information Systems Support
• Student Applications and Web Development

• Data Center Operations
• Information Systems Support
• CTE
• Instructional

• Manages overall support for technology. Provides
  on-site and remote technical troubleshooting for
  workstations, servers, printers, network devices,
  VoIP phones, Interactive Whiteboards, smart
  devices, software and other hardware components.

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Technology Support for Schools Roles Defined
Continued
Responsible for planning, implementation and
support of network connectivity for schools and
administrative offices. They ensure data,
communications devices and the Internet is highly
available. They support over 12,000 network
electronics devices.

• Business Systems Technology
• NC Wise
• Technology Services

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Contracted Technology Services Roles- Defined
Provides technical service for data, video and
voice , including CATV, CCTV, wireless network
systems and cabling.

• Provides network services and network access
  accounts
• Network Services and network access accounts
  (over 200,000)
• Information Platform Management
• Security Operations
• Technical Architecture
• Information Security
• Email administration (22,000 accounts and 190
  million messages per month) and email filtering
• Data Storage (600 Terabytes)
• Internet Access, including Web Security Filtering
• Server administration for 300 servers

Provide on-site warranty and non-warranty
computer ,printer and UPS hardware repair
services.
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Contracted Technology Services Roles- Defined
Continued
Computer and printer installation. Testing,
deployment and packaging of software.
Design and develop network infrastructure.
Prepare bids and negotiate with vendors. Project
management of network related projects.
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Staffing Overview
37 Dedicated Employees
Racially Diverse
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Currently, Technology Services spends 1.1
million on Contracted Services

Service Number of Staff Hourly Rate Annual Cost Other
Technician 1 39 78,000.00  
Data Center 4.5 93 750,000  
Hardware Repair 6 9.78 122,100.00  
Install/Deploy As needed     90 per device plus 30 for each additional piece of software
Senior Network Engineer 1 85 176,800.00  
Total Annual Cost (varies based on install/deploy) 1,126,900.00
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When Considering Outsourcing Any Tech Services,
we have Applied Six Key Criteria

1. Direct Student Contact - the safety of our
   children is paramount. Similar CMS standard
   of employee screening should be applied
2. Significant, Sustainable Cost Savings Delivery
   that largely outweighs any impact to the
   schools
3. Stand Alone Services which can be discreetly
   carved out with no residual, negative
   operational impact
4. Areas of CMS Marginal Expertise/Resourcing
   where an external vendor can do it better and
   cheaper with little to no risk
5. Low Risk relatively easy to ensure service
   quality maintain service levels with minimal
   difficulty to return in-house
6. Minimal RIF Impact to CMS Employees

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Understanding the Criteria for Consideration

• To recommend to the BOE -- on Feb 14, 2012
  additional outsourcing opportunities within key
  areas of CMS that deliver on the following
  criteria
• People minimize negative impact to CMS
  employees -- reduction in
  force/salary/benefits, shifting of work
  responsibilities
• Money - return of substantial, ongoing net
  savings to the CMS Operating Budget
  when brought to scale
• Service maintain or exceed current service
  levels and service quality to key
  stakeholders in support of student
  achievement
• Risk minimize scope of risk to CMS ease
  of returning service in-house
• Measurement ability to reliably project and
  measure the most critical aspects of
  the outsourced effort savings, service
  quality, etc.

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Understanding the Criteria for Consideration
Breakdown

• Time
• Procedures for support are currently in place and
  implemented based on defined priority timeline.

People Selection would result in reduction in
force affecting current CMS employees
Selection would affect significant number of
current employees, if brought to scale  
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Understanding the Criteria for Consideration
Breakdown
Money Savings issue example below, no
substantial savings when brought to scale and
no net savings to the CMS operating budget
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Understanding the Criteria for Consideration
Breakdown

• Risk
• Distribution of passwords, network and server
  risk
• Background checks are not real-time
• Safety for our staff and students
• Learning environment hazard, disruptive to daily
  instruction due to lack of school/support rapport
  affecting student achievement
• Badges and access costly due to high turnover
  rates
• Data security risk
•  

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Understanding the Criteria for Consideration
Breakdown
Service/Support Procedures for support are
well-defined and implemented Priority 5
-Resolution contingent upon project scope,
printer replacement, and renaming of
computers Priority 4 -Initial contact made via
phone, 80 resolved within 10 business days
classroom printing and computers Priority 3
-Respond within 48 hours , 90 resolved within 5
business days, computer labs and Interactive
White Boards Priority 2 -Respond within 24 hours
, 90 resolved within 2 business days, server
based applications and school administrative
personnel Priority 1 -Respond within 1 hour ,
95 resolved within 24 hours, server or major
systems down or active testing period
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Our Employees Enable Us to DoSignificantly
More at a Significantly Less CostComputer
Installations
Team Actual install time Number of Computers Installed Time Frame Cost to District Savings
Systems Engineers 10 minutes 23,399 18 months 0 in-kind installs and 584,975 for storage, delivery, set-up and removal 2,105,910
Contractor 3.5 hours 1,312 10 months 253,000 0.00
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Our Employees Enable Us to Doat Less
CostSenior Network Engineer
Senior Network Engineer Hourly Rate Annual Cost Savings
Contracted 80 - 95 186,000 0
Full-Time Employee 100,699 with Benefits 85,201
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Our Employees Enable Us to DoSignificantly
More at a Significantly Less CostDeployment of
Software
What Actual install time Contractor Cost FTE Cost
Deployment of new browser version in SY 2010-11 80 hours 72,000 77,362 annually including benefits
Packaging and remote deployment of nine software titles update plug-ins in SY 2010-11 63,385 0
Total 135,385 77,362
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These contractors enable us to do significantly
more with a significantly lower cost

• Technician
• Annual cost of 78,000 for contractor, would
  require a pay grade of 8/88,214 salary and
  benefits plus
• Costly material required truck, ladders,
  testers, hand tools
• Certifications required BISCI manufacturers
  certifications to maintain warranty
• Can utilize contracting company at peak times for
  additional support with little or no down time
• Hardware Support
• Six full-time employees provided for an annual
  cost of 122,100.00 or 20,350 per employee,
  would require a pay grade of 6/67,917 salary and
  benefits plus
• Cost of trucks, storage, tools
• Certifications required by manufacturer to
  maintain warranty
• Potential charges for untimely returns of
  warranty parts
• Technical Services

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Understanding the Assessment Tool
What This Is an informed preliminary
assessment of the viability of some initial
outsourcing options This IS NOT a recommended
list of areas to outsource Color Index
likely will not satisfy criteria OR risk of
failure to CMS is high could meet
criteria but more information needed
likely will satisfy criteria ? externally
driven by bidding process
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Technology Services Preliminary Outsourcing
Assessment
  Engineers AD ISS -1 Network ISS -3 Systems ISS- 15 Senior ISS3 Senior DOC-2 Help Desk DOC-8 Lawson -2 NC Wise - 3 Technician ISS 1 Installation and Deployment (As Needed) Hardware Repair 6 Data Center Technical Services (4.5)
PEOPLE result in CMS employee RIF, salary, benefits affect significant employees at scale  
MONEY result in return of ongoing net savings to CMS Op. Budget  
SERVICE negative impact on service quality  
RISK result in significant risk to CMS  
MEASUREMENT can be measured/evaluated  
OVERALL ASSESSMENT