agency lead briefing georgia’s technology transformation

Agency Lead BriefingGeorgia’s Technology Transformation

December 2, 2008

Georgia Technology Authority

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Today’s 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@IT 2010 Status:Where 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

RFP

Initial Response

Walk-through

Agency collaborative effort to describe requirements and service levels

Respondents had 6 weeks; included Solution Review

Service Providers met with state teams to discuss gaps in initial response

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RFQC

Initial filter for selection of best qualified responders to RFP; consistent criteria throughout process

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Where we are

Amended Response

Document Refresh

post Reviews

Final Contract

Service providers had 4 weeks to respond to identified gaps

Teams meet with service providers to clarify response to requirements

Key contractual and service level documents are refined and amended

The best contract for the State of GA based on an iterative & collaborative approach that ensures an executable agreement

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Solution Reviews

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Infrastructure Overview

IBM Contract


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Summary: Transforming the State’s 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 con’t: Transforming the State’s 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

Georgia Technology Authority10

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 FTP’s in scope ▪ 291 employees▪ 94 vacancies▪ 83 contractors▪ Offers to be extended to 291 employees


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Current Environment Transformed Environment

Few service levels; reactive management; inconsistent and decentralized solutions

Contractually defined and measured service levels; proactive management; robust enterprise solutions

Agency managed End User Computing (Desktop) Servers and Storage Help Desk / Service Desk

IBM managed End User Computing (Desktop) Servers and Storage Help Desk / Service Desk

Agency managed Data Centers IBM managed Data Centers

Agency managed and agency located Test, Development, and Pre-Production environments

IBM managed and Agency located Test, Development, and Pre-Production environments

Unestablished or non-existent DR plansand testing capabilities

Fully developed and annually tested DR plans for in scope Agencies

Varying degrees of security capabilities Uplifted security features and FISMA compliance

Variety of server and storage platforms Standardized server and storage platforms

Infrastructure Services – Current and Transformed


• 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

IBM Investments – Upfront and Ongoing


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 GTA’s 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 State’s 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 AT&T 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 & AT&T’s 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 How’s my service feedback mailbox and reporting to GTA SMO

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Managed Network Services Overview

ATT Contract

Georgia Technology Authority31 31

Summary: Transforming the State’s 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


Summary: Managed Network Services• Managed Network Services with AT&T 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 FTP’s in scope ▪ 125 employees▪ 42 vacancies▪ 24 contractors▪ Offers to be extended to 33 employees


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Current Environment Transformed Environment

Few service levels; reactive management; inconsistent and decentralized solutions

Contractually defined service levels; proactive management; robust enterprise solutions

Agency-managed security Firewalls Website (URL) filtering Intrusion Prevention and Detection

AT&T-managed Enterprise security Centralized firewall Centralized website (URL) filtering Centralized Intrusion Prevention and Detection

Agency-managed LAN AT&T-managed LAN

GTA-managed voice Local/Centrex PBX, key system, handsets

AT&T-managed voice Local/Centrex IP Telephony, PBX, key system, handsets

AT&T-managed WANGTA-managed private networks

AT&T-managed WAN, including private networks

Agency-managed Virtual Private Network AT&T-managed Virtual Private Network

Agency-managed telecom cabling AT&T-managed telecom environmental & cabling

Qwest long distance voice Long distance included in flat rate

Mixture of TDM voice and IP telephony AT&T-consistent business solutions for voice

Moving to centralized call centers AT&T-managed hosted contact center

Managed Network Services – Current and Transformed


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AT&T 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 AT&T 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 AT&T 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 occursVoice 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



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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



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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

• 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.

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.

• 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:

Install, Move, Add, Change (IMAC) activity included in base charges:

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 AT&T

• 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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agency lead briefing georgia’s technology transformation

Documents

state infrastructure

state of georgia

service levelsrespondents

consolidation of state

service level documents

state teams

state of ga

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