Georgias Technology Transformation

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Georgias Technology Transformation

• Digital Summit
• November 21, 2008

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• Our Problems
• GTAs Response
• Our Solution

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Power Outages Plague State Data Center

• Partial power outages led to several hours of
  unscheduled downtime
• Data center crashed entirely when Hurricane Ivan
  hit Atlanta
• Backup power systems failed
• Critical systems down for 16 hours
• Lost report warned officials to replace batteries
• Repairs required more than 21 hours of scheduled
  downtime

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Other Outages

• Water from a holding tank leaked into a server
  room, computers down an entire day
• Rodents gnawing on electrical cable caused power
  outage and loss of air conditioning, computers
  down for hours
• Server room air conditioning failed
• Temperature reaches 115 degrees
• Hard drives and server permanently damaged
• Batteries nearly explode

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Other Outages

• Server rooms for 7 agencies failed when state
  office building lost power
• Accidental cable cut by a utility crew brought
  down systems used to manage the states tax
  collections
• Outage lasted 11 hours
• Affected e-mail, websites and even telephones

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Security Breaches

• Over 4 million notification letters have been
  issued since 2005 to citizens whose private
  information has been exposed from state computers
• 81,842 records containing constituents private
  information were exposed in 137 security
  incidents in FY 2008

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• GTAs Response

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Conducted Professional IT Assessment

• First comprehensive assessment of the states IT
  needs leading to a solution
• Retained TPI of Woodlands, Texas
• Started with a review of all previous work
• Commission for a New Georgia findings, April 2003
• Georgia Department of Audits and Accounts
• Interviewed agency IT professionals, business
  managers
• Gathered and assessed extensive amounts of data
• Assessment contains operational, process and
  financial views

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Scope of IT Assessment

• Total Executive Branch annual IT spend 617
  million
• Total annual expenditures in scope 249 million

• Data centers
• Servers
• Mainframes

• End user computers (laptops and desktops)
• Help desk services

• Participating agencies

• Juvenile Justice
• Natural Resources
• OPB
• Revenue
• State Accounting Office
• Technical College System

• Administrative Services
• Community Health
• Corrections
• Driver Services
• GBI
• GTA
• Human Resources

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What We Found

• Dedicated people, but thinly staffed
• Aging infrastructure
• Not meeting minimum standards
• Absence of processes and skills
• Duplicate spending with little measurement
• Under funding of critical initiatives
• Disaster recovery deficiencies

The capabilities within the state to fix the
problem have deteriorated to such an extent that
only an enterprise-wide initiative that draws
services and skills from the market has the
opportunity to make timely repairs.
- TPI Sourcing Assessment
December 2007
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Decision Summary

• Self-funding solution
• GTA manages consolidated IT infrastructure
  through External Service Providers
• Competitively bid separate contracts for
  Infrastructure Services and Managed Network
  Services
• Winning vendors make substantial investments
• Continual investment program current technology
  base
• Reduce FTEs from 1095 to about 170
• Transform GTA

• Second data center
• Enterprise disaster recovery
• Server consolidation

• Tools to manage and diagnose
• Best practice operational management

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Addressing Agency Business Needs

• Agency involvement
• RFP development
• Evaluation of vendor responses
• Agency teams were onsite at GTA three days each
  week
• About 80 people served on various teams

• Infrastructure Services
• Managed Network Services
• Local services
• Finance

• Data collection
• Human resources
• Communications

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We Met Our Milestones

• Developed requirements, RFQC, RFPs January -
  March 2008
• Released RFQC February 29
• Announced qualifying bidders April 7
• Released RFPs April 21
• Received Managed Network Services responses June
  12
• Received Infrastructure Services responses June
  26
• Announced intent to award Infrastructure Services
  and Managed Network Services contracts November
  7
• Transition to external service providers
  November 2008 April 1, 2009 (IS), and May 1,
  2009 (MNS)
• Technology transformation November 2008 and
  beyond

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• Our Solution

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Our Goals

• Consolidate IT infrastructure
• Secure state data
• Stable operating environment
• Well governed
• Replace aging infrastructure
• Robust disaster recovery
• Broad industry standards

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Summary Infrastructure Services

• 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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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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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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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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GTAs Transformation

• Redefined roles, responsibilities throughout GTA
• Eliminated functions and reduced overhead
• Established Service Management Organization
• Manage external service providers
• Work with customer agencies to ensure business
  needs are met

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Enterprise Management

• Improved IT operations
• 34 decline in telephone trouble tickets
• Repair time up to 79 faster
• Network and Internet availability exceed 99.93
• Focus on enterprise reporting
• Issued Georgias first IT security report
• New approach to policies, standards and
  guidelines
• ITIL and industry best practices
• Enhanced state portal
• Rated No. 2 nationally

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Georgias New IT Environment

• Meeting business needs
• Setting consistent standards
• Measuring performance
• Managing technology

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