Georgia’s Technology Transformation

Digital Summit

November 21, 2008

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• Our Problems

• GTA’s 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 state’s 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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GTA’s Response

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• First comprehensive assessment of the state’s 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

Conducted Professional IT Assessment

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Scope of IT Assessment

• Total Executive Branch annual IT spend: $617 million

• Total annual expenditures in scope: $249 million

▪ Administrative Services

▪ Community Health

▪ Corrections

▪ Driver Services

▪ GBI

▪ GTA

▪ Human Resources

▪ Juvenile Justice

▪ Natural Resources

▪ OPB

▪ Revenue

▪ State Accounting Office

▪ Technical College System

▪ Data centers

▪ Servers

▪ Mainframes

▪ End user computers (laptops and desktops)

▪ Help desk services

• Participating agencies

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• 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

What We Found

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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• 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 FTE’s from 1095 to about 170

• Transform GTA

• Second data center

• Enterprise disaster recovery

• Server consolidation

• Tools to manage and diagnose

• Best practice operational management

Decision Summary

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• 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

Addressing Agency Business Needs

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

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• 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

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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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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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GTA’s 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 Georgia’s 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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Georgia’s New IT Environment

• Meeting business needs

• Setting consistent standards

• Measuring performance

• Managing technology

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