Georgia's Technology Transformation Technology Association of

Georgia’s Technology Transformation

Technology Association of GeorgiaFebruary 10, 2009

Georgia Technology Authority

2

• Our Problems

• GTA’s Response

• Our Solution


3

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


4

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 reached 115 degrees▪ Hard drives and server permanently damaged▪ Batteries nearly exploded


5

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


6

Security Breaches

• Over 4 million notification letters have been issued since 2005 to citizens whose private information has been exposed from state computers

• 81,742 records containing constituents’ private information were exposed in 137 security incidents in FY 2008

• February 2009 – A test server was stolen from the offices of a state contractor; it contained actual names and Social Security numbers for parolees going back to 1998


7

GTA’s Response


8

• 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


9

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


10

• 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


11

• 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

• Enterprise disaster recovery • Server consolidation

• Tools to manage and diagnose • Best practice operational management

Decision Summary


12

• 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


13

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


14

Our Solution


15

Our Goals

• Consolidate IT infrastructure

• Secure state data

• Stable operating environment

• Well governed

• Replace aging infrastructure

• Robust disaster recovery

• Broad industry standards


16

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 extended to 291 employees, 100% acceptance


17

• 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


18

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 extended to 33 employees, 100% acceptance


19

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


20

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


21

Enterprise Governance

• GAIT 2010▪ Operations Committee: Manage the transition▪ Management Committee: Manage the plan▪ Executive Committee: Manage the business model▪ Project Review Board: Review new projects

• Critical Projects Review Panel

• PeopleSoft Program Governance Council

• Enterprise policies, standards and guidelines


22

Enterprise Information Security

• State’s first enterprise information security program established in March 2008▪ Governor Perdue signed Executive Order on information

security reporting▪ 67 enterprise policies and standards based on FISMA now in

effect

• GTA published first comprehensive report on information security programs in state agencies Oct. 31▪ 109 state agencies from all 3 branches submitted reports▪ Plans of Action and Milestones define goals for agencies in 13

security-related areas


23

Georgia’s New IT Environment

• Meeting business needs

• Setting consistent standards

• Measuring performance

• Managing technology


24

What You Can Do

• Managing an IT enterprise is difficult

• It’s not magic

• It matters

Let your legislators know:


25