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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