Managed Network Services Telecommunication Services Georgias Technology Transformation GAIT Overview

1
Managed Network Services (Telecommunication
Services)Georgias Technology Transformation
(GAIT)Overview and financial introduction

• May 2009

2
Agenda

• GAIT Overview
• Financial Overview
• Appendix A Glossary of Terms
• Appendix B Resource Unit Categories

3
GAIT Overview
4
Georgia Infrastructure Transformation GAIT

• Transformation of the states IT infrastructure
  through partnership with key service providers
  IBM and ATT

• Prompted by the need for
• greater reliability
• reduced risk
• a more sustainable IT support model
• increased operational effectiveness
• fiscal responsibility

• Expected benefits
• more robust and efficient network design
• centralized management model
• standardized service levels across the state
• services model including equipment refresh
• consistent perimeter information security
  solution
• significant capital investments

For full details about GAIT and other GTA
initiatives, check the GTA Website at
www.gta.georgia.gov . Information is also
available via your Service Delivery Consultant
(SDC).
5
Affected Services

• ATT Managed Network Services (MNS)
• Wide Area Network (WAN)
• Local Area Network (LAN)
• Voice Services, including
• Voice ports and mailboxes
• Video conferencing
• Contact center services
• Interactive voice response (IVR)
• Consolidated Service Desk
• Single point for consolidated service to all GTA
  customers
• Single knowledge database for the enterprise
• Improved service through common processes and
  established service levels
• Services not included in the contract with ATT
  include
• Wireless mobility devices, including cell phones,
  pagers, radios, and personal digital assistants
  (PDAs), such as BlackBerry devices

6
Benefit to CustomersTelecommunications versus MNS

• When customers ordered Telecommunications
  Services from GTA in the past, they ordered many
  individual components or products to fulfill the
  service offering. Their GTA invoice listed all
  of these components individually.
• With the new Managed Network Services offering,
  customers will buy a bundled service, not
  individual telecom components. Invoices will be
  much simpler.
• As an example, compare previous Voice Services
  with the new offering

• Prior to the new ATT contract
• Many rate codes assigned by GTA to address
  features, transport, integration and handsets
• Long-distance was a separate, variable service
  charge
• GTA coordinated multiple service delivery
  providers

• Under the ATT contract
• Fully bundled service with two options based on
  desired features
• Premium or Basic Service
• Single charge per voice port includes carrier
  costs, long-distance charges, maintenance, and
  management fees
• ATT responsible for end-to-end service

7
What changes now?

• May 1
• New number for telecommunications trouble calls
  
• 1 (877) GTA-3233 or 1 [phone]
• New online ordering process through the new GETS
  Portal at (https//www.ibm.com/services/connection
  )
• GETS Portal Help Desk [phone]
• ATT responsible for managing all voice and data
  network services
• GTA regional offices discontinue operation
• June 1
• Consolidated Service Desk (trouble reporting)

GETS Georgia Enterprise Technology Services
8
Important Phone Numbers

• May 1
• New number for telecommunications trouble calls
  1 (877) GTA-3233 or 1 [phone]
• Online Service Catalog (OrderNow!) Help
• 1 [phone], Option 2, Option 2
• GETS Portal Help Desk
• 1 [phone]

9
For more information?

• Check the GTA Website www.gta.ga.gov/transformat
  ion
• Contact the GTA Service Delivery Office at
  404-463-2330
• Contact your regional Service Delivery
  Consultant
• Karen Branson (covers Savannah) 912-210-0831
  karen.branson_at_gta.ga.gov
• Michael Carrick (covers Columbus/Albany)
  706-718-3092 mike.carrick_at_gta.ga.gov
• Kim Lundberg (covers Atlanta/Athens)
  678-255-5945 kimmy.lundberg_at_gta.ga.gov
• Phil Rentfrow (covers Rome) 404-267-3625
  phil.rentfrow_at_gta.ga.gov
• Jana Wall (covers Milledgeville/Augusta)
  478-457-4255 jana.wall_at_gta.ga.gov

10
Financial Overview
11
Pricing Structure

• Standardized service charges based on units of
  consumption
• State will now be buying services, not technology
  products
• Transition from capital-based fixed costs to
  variable pricing model
• Resource Unit Categories represent the various
  bundled service pricing units
• See the Appendix of this deck for a description
  of all the Resource Unit categories
• GTA customers will only pay for the Resource Unit
  volumes they consume each month
• For each applicable service a customer receives,
  the monthly invoice will include Resource Unit
  volumes consumed that month multiplied by the
  Chargeback Unit Rate
• The Chargeback Unit Rate is subject to change
  based on the enterprise (i.e. all GTA customers)
  volume of consumption
• The more volume consumed at the enterprise level,
  the lower the unit rate and vice versa

12
Effects on telecommunications costs

• At the enterprise level, managed network services
  (MNS) expenditures are not expected to increase
• Individual customers may experience higher or
  lower MNS costs in the new environment
• The mix of service categories and volumes of
  consumption will determine if a customers cost
  increases or decreases

13
Managing Costs in a Pay by the Drink Model

• There are several financial levers customers can
  use to manage MNS spend in a consumption-based
  pricing model
• Review and assess if Premium Voice Port features
  are required or will Basic Voice Port features
  suffice
• Deactivate LAN and voice ports when not in use
• Purge inactive voice mailboxes on a regular basis
• Ensure voice mailboxes are deactivated timely
  upon employee departure
• Review and assess if WAN ports are oversized
  with more data transmission capacity than
  required
• Procure individual units of service versus blocks
  of units (e.g. switch or PBX quantities of 8, 12,
  or 24)
• Consider adding wireless access points in
  high-concentration areas
• Monitor usage of wireless access points on a
  regular basis and remove lightly used access
  points or switch them to locations where usage
  will be higher

14
New online options for GTA Customers
GETS Portal

• GTA customers will order services and view their
  invoices via a new Web portal
• Georgia Enterprise Technology Services GETS
  Portal
• This portal will replace the current GTA eBilling
  system
• See registration instructions at
  www.gta.georgia.gov/transformation

OrderNow! online service catalog

• GTA customers will order services online
• Access the OrderNow! tool through the GETS Portal
• Authorized staff will be able to place orders
• See OrderNow! training materials at
  www.gta.georgia.gov/transformation

GSMRT online invoice access

• GTA customers will have online access to their
  telecom services invoice
• Access the GSMRT tool through the GETS Portal
• Authorized staff will be able to view invoices
• See GSMRT training materials on the GETS Portal gt
  Account Services tab

15
GTA Customer Chargeback Invoice

• In May 2009, you will receive the final current
  GTA telecommunications invoice from the PRISM
  system.
• The first customer chargeback invoices to be
  released June 10, 2009
• A paper invoice will initially be distributed to
  all customers
• In addition, supporting detail will be available
  on the portal
• The Chargeback Invoice will include Transition
  and Transformation Charges as well the GTA
  Administrative Recovery Fee
• Customers will have self serve capabilities for
  maintaining accurate account code data
• GTA has provided ATT the appropriate accounting
  and billing information to facilitate the
  transition from the current GTA billing process

16
New Chargeback Invoice Format
This example shows how the Chargeback Invoice
will be formatted. The invoice will be available
on the GETS Portal.
Example Only
Drill down capability is available by clicking on
the Units Field. This will provide individual
unit details that account for the total volume
billed.
17
Service or Billing Questions

• GTA Service Delivery Consultants (SDCs) have been
  designated to serve GTA customers
• Please contact your SDC to discuss issues,
  concerns or questions you have with service you
  are receiving or the charges on your invoice
• The SDCs will work with ATT and the GTA Service
  Management Organization (SMO) to address concerns
  and resolve issues
• To find out who your SDC is, please check the
  listing at www.gta.georgia.gov or contact GTAs
  Service Delivery Office at 404-463-2330

18
Appendix AGlossary of Terms
19
Glossary

• Approver
• An individual within the GTA customers
  organization who has approval authority on orders
  placed in OrderNow! by Requestors
• Chargeback Invoice
• The GTA customers monthly invoice containing all
  of the charges due to GTA for services provided
  under the GAIT telecommunication service offering
• Chargeback Unit Rate
• The billable rate for a single volume of
  consumption for a given Resource Unit category
• GETS Portal
• Georgia Enterprise Technology Service Portal is
  an online site where GTA customers can order
  services and view their bill for
  telecommunication services
• GSMRT
• An online tool (accessed via the GETS Portal)
  that will allow GTA customers to view their
  invoice electronically
• GTA Administrative Recovery Fee
• Charges allocated to GTA customers to recover the
  GTA Service Management Organization costs

20
Glossary

• GTA eBilling
• The online billing system used by GTA prior to
  the GAIT telecom service offering
• GTA Service Management Organization (SMO)
• Organization within GTA that oversees the
  providers (e.g. ATT) of technology services to
  GTA customers
• Managed Network Services (MNS)
• Wide Area Network (WAN), Local Area Network
  (LAN), and Voice services provided by ATT
  previously referred to as telecom services when
  provided by GTA
• OrderNow! Online Service Catalog
• An online catalog of products and services
  available to GTA customers via the GETS Portal
• Requestor
• An individual within the GTA customers
  organization who is approved to place an order in
  the OrderNow! Online Service Catalog
• Resource Unit Category
• A category of measurable units of consumption
  used as charging mechanisms under the GAIT
  agreement with ATT

21
Glossary

• Resource Unit Volume
• The monthly sum total units of consumption for a
  given Resource Unit Category
• Service Delivery Consultant (SDC)
• GTA team members who serve as focal point for
  communications between the customer, GTA and
  vendor partners (e.g. ATT)
• Transition and Transformation Charges
• Charges allocated to GTA customers to recover
  ATT fees related to initial transition of
  services and transformational investments

22
Appendix BResource Unit Categories
23
Resource Unit Categories

• Wide Area Network (WAN)
• WAN Sites
• Charges are inclusive of all costs (excluding
  transport) to provide WAN Services, including
  hardware and software
• 3 tiers based on site attributes
• Type A Site connected to the Capitol Hill Fiber
• Type B Site connected via WAN Access Link with
  Class of Service
• Type C Site connected via WAN Access Link
  without Class of Service
• WAN Transport
• WAN Access Links
• Physical bandwidth of the access line to provide
  connectivity to a site
• With or without Class of Service Capability
• Multiple circuit sizes
• Charges inclusive of all costs to provide
  Transport Systems supporting WAN Services,
  including any equipment required to terminate the
  circuits and any Backup Circuits and associated
  usage
• Charges exclude a) bandwidth allocated to voice
  or video transmission, andb) any redundant
  circuits

24
Resource Unit Categories

• Wide Area Network (WAN)
• WAN Transport (continued)
• Point to Point Circuits
• MetroEthernet
• Charges for Point to Point and MetroEthernet
  inclusive of all costs for Transport Systems
  supporting these services at each WAN Site
  including any Equipment required to terminate the
  circuits and any Backup Circuits and associated
  usage
• Charges exclude any redundant circuits
• Capitol Hill Fiber WAN
• Two WAN link size options 100 Mbps and 1 Gbps
• Charges inclusive of all costs to provide
  Transport Systems supporting WAN Services,
  including any equipment required to terminate the
  circuits and any Backup Circuits and associated
  usage
• Charges exclude a) bandwidth allocated to voice
  or video transmission, andb) any redundant
  circuits
• Alarm Circuit
• Dry Pair Wiring

25
Resource Unit Categories

• Wide Area Network (WAN)
• WAN Transport (continued)
• Remote Access (Virtual Private Network)
• Charges inclusive of all costs to provide VPN
  Services including any necessary VPN Software or
  Hardware required to securely provide access to
  GTA Customers
• Two types
• Remote VPN Subscriber Single Factor
  Authentication
• Remote VPN Subscriber Two Factor Authentication
• Simple Internet Access
• Dial-Up Internet Access
• RU measured as an Internet access account using
  analog modem to dial and connect to Internet
• Charges are all inclusive and include software,
  transport systems, and usage charges (e.g. long
  distance)
• Broadband Internet Access
• RU measured as an Internet access account using
  broadband (e.g. DSL or cable modem) to connect to
  the Internet

26
Resource Unit Categories

• Voice Station Services
• Per Voice Port 3 Tiers Basic, Premium, Basic
  without handset
• Includes maintenance, hardware, carrier, long
  distance

• A Basic Voice Port includes the following
• Dial tone for up to two station appearances
• Direct inward and direct outward dialing, last
  number redial
• Caller ID capability
• Anonymous call rejection
• Call groups and hunt groups
• Call forwarding
• Call waiting
• Three-way calling
• Call hold/consultation
• Call pickup
• Ability to restrict calling to long distance,
  toll, toll free, or directory assistance numbers

• A Premium Voice Port includes everything in Basic
  plus additional features. Examples include
• Dial tone for up to six station appearances
• Access to ACD, Auto Attendant, and UCD call
  arrangements
• Intercom capability
• Email integration
• Personal web site features such as click to call,
  call log, missed call notification, and user
  location
• Distinctive ringing
• Conference calling

27
Resource Unit Categories

• Other Voice Station Services
• Voice Mailbox
• Video Conference includes maintenance and
  support of equipment and transport service
• Type 1 capable of telemedicine-quality
  video-conferencing (768Kbps and above)
• Type 2 capable of business-quality video
  conferencing (384Kbps)
• Contact Center Seat
• Per seat charge is all-inclusive for provision of
  Call Center Services
• IVR Port (Interactive Voice Response)
• Measured as the number of simultaneous calls that
  can be handled by the IVR Service
• Auto Attendant Port
• Measured as the number of simultaneous calls that
  can be handled by the Auto Attendant Service

28
Resource Unit Categories

• Local Area Network (LAN)
• Per LAN Port
• Must be an active LAN port at a GTA customer site
• Considered active when connected via wiring to
  equipment or a physical wall jack and authorized
  for use by a GTA Customer
• All Install/Move/Add/Change (IMACs) associated
  with a LAN port are included in the LAN port
  charge
• Per Wireless Access Point (WAP)
• Charges are inclusive of all costs associated
  with the LAN Services for an active WAP
• Service Desk
• Service charge for single point of contact
  Service Desk services

29
Resource Unit CategoriesClarification on Common
Network Services - IMACs

• Functioning networks (whether voice or data)
  require some set of Common Network Services.
  These are provided and managed as part of the
  delivery of Managed Network Services.
• Install, Move, Add, Change (IMAC) activity
  included in base charges
• Cabling physical connectivity, from device to
  cable plant, device to wall-plate, device to
  service demarcation, or single-voice lines
• Security device security and in-the-cloud
  security policy management
• Authentication identity, authentication,
  authorization, auditing
• Network Names and Addresses IP Address
  Management, DNS Management, DHCP Management
• Network Design document, design, diagram and
  track network resources, network topologies and
  usage
• Install, Move, Add Change (IMAC) activity not
  included in base charges
• Campus Cable Plants these are large inter-floor
  and inter-building fiber and copper facilities
  owned by the customer
• Wiring similarly, these are inner-wall,
  inter-floor and inter-building physical
  connections. Design and documentation are in
  base charges.

30
(No Transcript)