Agency Lead Briefing Georgias Technology Transformation

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Agency Lead BriefingGeorgias Technology
Transformation

• December 2, 2008

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Todays Agenda

• Why we are here
• Agency Leads
• A little history
• Contract Overview
• How to use the contract
• Case Study What is transformation and what is
  included
• Teams
• Request of Agency Leads
• December 10th and 11th
• NOTE Each Agency Lead will get a thumb drive
  with this presentation, copy of the contracts,
  contact list..

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Why we are here

• Re-Establish Agency Lead Role
• Introduce new GTA team SMO, IBM and ATT
• Review contract details Prepare Agency Leads to
  best support their agency in transition
  transformation
• Open discussion

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A little history

• Once upon a time there was a state infrastructure
  that was in need of substantial investment
• Alas even with such investment the process and
  management of the infrastructure was likely to
  again find itself in peril..
• The Governor chose to pursue relationships that
  would leverage world class IT and network
  knowledge while providing the best financial
  benefit to the state
• November 17th the State of Georgia signed
  outsourcing contracts with IBM and ATT for these
  services

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G_at_IT 2010 StatusWhere We Are in the Process

• Phase I Assessment
• Completed December 2007
• Phase 2 Procurement
• Managed Network Services Nov. 7, 2008
• Infrastructure Services Nov. 7, 2008
• Phase 3 Transition Nov. 2008 Apr. 2009
• Phase 4 Transformation
• Ongoing - Life Of Contract

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The GAIT 2010 Path Data Driven Process
Where we are
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Infrastructure Overview

• IBM Contract

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Summary Transforming the States IT
Infrastructure

• Consolidated Service Desk
• Server Mainframe
• End User Computing
• Production Print
• Chargeback
• Data Center LAN Management
• IT Service Continuity Management (Disaster
  Recovery)
• Server Storage Consolidation
• Active Directory/Email Consolidation
  Standardization

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Summary cont Transforming the States IT
Infrastructure

• Managed Security Services
• Incident, Problem, Change Management
• Service Level Management Reporting
• Service Management Manual
• Asset Management
• Services Catalog
• Customer Web Portal
• Customer Satisfaction Surveys

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Infrastructure Services Scope Overview

• Infrastructure Services with IBM for Mainframe,
  Servers, Print, Service Desk, End User Computing
  (Desktop), and Disaster Recovery
• Benefits include
• Consolidation of State IT Infrastructure
• Centralized operational management model
• Standardized service levels across the state
• Technology tools needed to manage and diagnose
• Services model including equipment refresh
• Improved Disaster Recovery capabilities
• Consistent perimeter information security
  solution
• 873 million total contract value over 8 years
  two, one-year options
• 468 FTPs in scope
• 291 employees
• 94 vacancies
• 83 contractors
• Offers to be extended to 291 employees

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Infrastructure Services Current and Transformed
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IBM Investments Upfront and Ongoing

• Transition and Transformation Investments (62
  million)
• More efficient and robust security infrastructure
• Wall-to-wall inventory and asset management
  system
• Server and storage consolidation
• Contact Center transformation to single Service
  Desk solution
• Knowledge transfer and process documentation
• Centralized and consistent billing and chargeback
  tools
• Infrastructure Services Investments (122
  million)
• End-user computing, server, and storage equipment
  refresh and standardization
• Archive print facility capability assumed by
  service provider
• Comprehensive and robust Disaster Recovery
  capability for all GAIT 2010 agencies, including
  annual testing and maintenance of plans

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Consolidated Service Desk

• 24X7X365 Enterprise Service Desk
• 21 separate disperse Service Desks consolidated
  
• into a Centralized Service Desk
• Improved response time
• Average Time To Answer Service Desk Calls 60
  seconds
• Improved Service Delivery through Common
  Processes and Established Service Levels
• Common Knowledge Database across the Enterprise
• Go Live Date 6/1/09

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Server Mainframe

• Standardize a dispersed environment, Upgrade to
  current technology standards, Refresh aging
  hardware taking a conservative consolidation
  approach to maximize investment
• Improved operations and production control in the
  target environment at the primary Data Center
• IBM will provide assistance to the state to
  migrate legacy systems off the Mainframe where
  standardization and efficiencies can be gained

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End User Computing

• Continuous investment in standardized Refresh
  Plan
• Desktops replaced every 5 years
• Laptops/Tablets replaced every 3 years
• Standardize hardware platforms, software, and
  images across the enterprise for GTA customers
• Improved service through standardization,
  established service levels, and enterprise tools
• Implement software distribution, patch
  management, antivirus and software license
  management
• Provide data encryption on laptops, tablets
• Standardizing to Active Directory and a common
  Exchange/Mirapoint e-mail platform across GTA
  customers and providing education for migrated
  users on the standard platform
• Provide Field Services to all campus and remote
  sites throughout Georgia
• Remote-based support via remote control software
• Tiered Support Structure

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New Billing System

• Improved financial visibility and knowledge
  management across the enterprise
• Enterprise billing system to replace GTAs
  current systems
• Automated feeds into the PeopleSoft accounting
  system
• Single chargeback system for both providers
• Chargeback data is accessible through Customer
  Web Portal

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Production Print

• Operate GTA and Dept of Revenue print shops in a
  business as usual manner until the new GTA
  print site is completed
• Relocate GTA print shop from Archives Building to
  the IBM Hillside facility
• Relocate Consolidate the DOR print shop at
  Century Center with the new GTA print site
  located at Hillside
• Establish courier services from Hillside location
  to specified GTA distribution locations in the
  Capitol area at
• Century Center
• Consolidated production print facility will be
  part of the Service Provider WAN environment for
  connection to the Service
• Centralized location of consolidated print shop
  will improve the effectiveness and efficiency of
  print operations and enhance Disaster Recovery
  capabilities

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Primary Data Center / Remote Data Centers LAN
Management

• IBM will establish a secure network for
  management between their operation centers and
  the States Data Centers
• IBM will manage all Data Center resources
  including LAN and security within the primary
  Data Center
• IBM will provide seamless integration and support
  for all applications in primary Data Center and
  remote data centers
• IBM will establish connectivity to Disaster
  Recovery site in Boulder, Colorado from the
  primary Data Center for data replication and
  recovery services
• Improved support for agency application
  development teams through the implementation of
  standardized testing and release management

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IT Service Continuity Management(Disaster
Recovery)

• IBM will review existing disaster recovery plans
  and processes to identify gaps and make
  recommendations for improvement
• IBM will develop Disaster Recovery plans for all
  GAIT agencies
• IBM will establish/maintain long term Disaster
  Recovery test processes in coordination with GAIT
  agencies
• IBM will maintain and test Disaster Recovery
  plans
• Review and update Disaster Recovery plans for
  prioritized applications
• Annual live testing of highly critical
  applications at the recovery site
• Disaster Recovery plans will be updated at least
  annually, or as business requirements require

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Server Storage Consolidation

• Implementation of a standardized, consolidated
  environment, improves availability, support, and
  recovery
• IBM will build a new storage environment at
  primary Data Center to accommodate server and
  storage consolidation
• IBM will use a formal, phased approach to server
  consolidation
• Agency servers will be migrated in waves over a
  24 month period
• The requirements of each application will dictate
  the new consolidated environment at primary Data
  Center

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Active Directory/Email Consolidation
Standardization

• Consolidated email and directory system enables
• Improved Security
• Provides for better interoperability
• Positions GAIT agencies for enhancements to the
• future state of operations
• The new email system directory will also be used
  to connect to the ATT remote access system,
  improving security between the service providers
• IBM will build a consolidated email system for
  GAIT agencies based upon Exchange 2007 and
  Mirapoint
• Target Completion Date 4/1/11

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Managed Security Services

• Provides improved security for the State through
  standardization, monitoring, and service levels
• Creation of a single reference for security
  policies and procedures
• Increased monitoring and response capabilities
• Creation of a multi-layered security environment
  from desktop to mainframe
• Security to be viewed and managed as a single
  enterprise while maintaining required
  segmentation between agencies
• Unified monitoring across IBM ATTs
  Infrastructure of Firewalls and NIDS
• Increased security intelligence by leveraging IBM
  ISS expertise
• Virtual-SOC portal that provides secure,
  real-time access for client/SOC communications,
  trouble ticket entry, event handling, incident
  response, data presentation, report generation
  and trend analysis for all devices under
  management

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Incident, Problem, Change Management

• Improved service from standardized processes and
  procedures for all GAIT agencies
• Cross-Functional services will be based on the
  ITIL framework
• The ITIL framework provides standardization and
  formalization to day-to-day IT operations
• IBM will provide unified processes for all GAIT
  agencies across the enterprise
• Management and reporting will be accessible from
  a centralized customer facing web portal

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Service Level Management Reporting

• Improved visibility for all services throughout
  the enterprise with standardized reporting tools
• Defined measurements and tools for Service Levels
• Publish Service Level reports in the Customer Web
  Portal
• Financial credits for non-performance or poor
  performance
• Ability to add, remove, or change service levels
  without contract re-opening
• Contract calls for continuous improvement annually

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Service Management Manual

• Improves service provider management by providing
  a single reference point for all processes in the
  enterprise
• The Service Management Manual will have all
  process each provider will use to document
  operational process and procedures
• The Service Management Manual covers all
  operation and business management functions
• The SMO is requiring a common structure for all
  provider manuals
• The SMO will use the Service Management Manuals
  and the Agreement to manage the service providers

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Asset Management

• Improved visibility of the assets, better
  knowledge management, and robust reporting
  capability throughout the enterprise
• Implement Enterprise Asset Repository for both
  Streams
• Extensive Reporting Capabilities for GAIT
  agencies
• Will track user history, hardware location,
  software installs, repair history, license
  management, and lease life of
• PC assets
• Available on Customer Web Portal
• Complete end-to-end lifecycle management for all
  assets
• (PC, server, network equipment, peripherals,
  etc.)

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Services Catalog

• The Service Catalog provides a single point of
  process and approval for ordering services and
  equipment, which improves service and lowers cost
  
• Service Catalog will be available via the
  Customer web portal
• Will include all in-scope standard products,
  services, and configurations currently available
  for both service providers
• All End User Computing equipment is optional
  monitors, printers, and other peripherals must be
  approved
• The portal will provide a work flow process for
  approving orders

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Customer Web Portal(Consolidated Management Tool)

• Improves visibility into, and knowledge of the
  operating environment
• IBM will provide a web-based tool integrating
  information and service management across the
  Infrastructure and Managed Network Services
  providers
• The GTA Service Management Organization will use
  the portal to access and manage service levels,
  asset inventory, billing, and service change
  management requests
• Agencies will have a single place to track
  service desk tickets, order equipment, and
  request service

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Customer Satisfaction Surveys

• This service provides visibility into the level
  of end user satisfaction and provides the State
  with the ability to better control service
  delivery
• Conduct Executive Customer Satisfaction Survey
• Implement Customer Satisfaction Survey Robot
  (CSSR) Application for Point of Service Customer
  Satisfaction
• Conduct Infrastructure and MNS Surveys for
• Business Unit
• SMO
• Authorized End User
• Provide 1-800 Hows my service feedback mailbox
  and reporting to GTA SMO

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Managed Network Services Overview

• ATT Contract

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Summary Transforming the States Network Services

• Wide Area Network
• Remote Access (Virtual Private Network)
• Local Area Network
• Wireless Local Area Network
• Voice Communications
• Standard Voice
• Premium Voice
• Voice Mail
• Auto Attendant
• Contact Center
• Video Conferencing
• Web Conferencing
• Common Network Services
• Cross Functional Services

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Summary Managed Network Services

• Managed Network Services with ATT for Wide Area
  Network (WAN), Voice, and Local Area Network
  (LAN) services
• Benefits include
• 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
• 346 million total contract value over 5 years
  two, one-year options
• 191 FTPs in scope
• 125 employees
• 42 vacancies
• 24 contractors
• Offers to be extended to 33 employees

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Managed Network Services Current and Transformed
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ATT Investments Upfront and Ongoing

• Transition and Transformation Investments (34
  million)
• More efficient and robust perimeter security
  infrastructure
• Wall to wall inventory and asset management
  system
• Conversion to VoIP where economically beneficial
• Contact Center transformation to single solution
  where appropriate
• Knowledge transfer and process documentation
• Centralized and consistent billing and chargeback
  tools
• Network Infrastructure Investments (65 million)
• Network equipment refresh over seven-year term
• Includes new routers, switches, and voice
  equipment

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Wide Area Network Detail

• Solution
• Transforming to a enterprise Wide Area Network
  (WAN) solution for all connectivity needs
• Benefits
• More efficient network design
• Easier to manage security
• More robust critical elements moved to ATT core
• Better aligns core network cost with usage
• Impact to customers
• Designed and managed to be transparent

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Remote Access (Virtual Private Network) Detail

• Solution
• Fully managed remote access solution for remote
  workers
• Benefits
• Enterprise solution that replaces many disparate
  systems
• Built in security
• More robust critical elements moved to ATT core
• Impact to customers
• Designed and managed to be a seamless transition

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Simple Internet Access Detail

• Solution
• Fully managed dedicated or dial-up Internet
  access
• Benefits
• Simple cost effective options for customers that
  only require Internet access
• Complete managed service
• Impact to customers
• Designed and managed to be a seamless transition

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Local Area Network Detail

• Solution
• Transforming to centralized management model for
  all GTA Enterprise Customers
• Benefits
• Higher-maturity support operation
• Consistent across the state
• Managing to service levels
• Impact
• Changes designed and managed to be transparent
• Support model will be structured no more tap
  on shoulder support

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Wireless Local Area Network Detail

• Solution
• Transforming to centralized management model
• Benefits
• Enterprise Security Model
• Higher-maturity support operation
• Consistent service across the state
• Managing to service levels
• Impact
• Changes designed and managed to be transparent

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Voice Communications Detail

• Solution
• Choice of Standard or Premium Voice (feature set)
• Upgrading to VoIP where economically viable
• Centralized management model
• Benefit
• Buying business features rather than technology
• Consistent service levels across the state
• Impact
• Mostly transparent, except where handset upgrade
  or refresh occurs

• Voice Communications includes
• Standard Voice, Premium Voice, Voicemail, Auto
  Attendant, Integrated Voice Response

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Contact Center Detail

• Solution
• Managing current environment
• Continue to transition agencies to Nortel
  solution
• Centralized management model
• Benefit
• End to end solution
• Single service provider responsible
• Managing to service levels
• Impact
• Changes designed and managed to be transparent

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Video Conferencing Detail

• Solution
• Managing current environment
• Centralized management model
• Benefit
• End to end solution
• Single service provider responsible
• Managing to service levels
• Impact
• Changes designed and managed to be transparent

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Web Conferencing Detail

• Solution
• Per minute usage for Web Conferencing
• Benefit
• Cost effective
• Ease of use
• End to end management
• Impact
• None Simple change of selected service

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Common Network Services
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.

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Human Resources

• IBM and ATT

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Contract Overview

• Job Offers
• Infrastructure All in-scope employees will
  receive job offers
• Managed Network Service All Critical and
  Designated employees will receive job offers
• Comparable total compensation package
• Recognition of years of state service
• Participation in benefits programs
• Vacation
• Eligibility and vesting in 401k plans
• No wait time for benefits
• Waive pre-existing health conditions
• No pre-employment testing or background checks

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Transition of Employees

• All in-scope employees have been notified
• Infrastructure All in-scope employees will
  receive job offers from IBM, Dell or Xerox
• Managed Network Services Critical and
  designated employees will receive offers from
  ATT
• All in-scope agency employees will receive job
  offers from one of the service providers
• Employees who decline the offer will no longer
  have a position on April 1, 2009 for
  Infrastructure and May 1, 2009 for Managed
  Network Services the decision will be considered
  a voluntary resignation

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Retirement

• Studied the issue thoroughly
• Considered our business needs
• Looked at other states
• Talked with service providers
• Worked with ERS, AG, legal counsel
• Determined key milestones for transitioning
  employees
• 34 years
• 30 years
• 25 years
• 10 years (age 60)

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