Georgia s technology transformation
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Georgia’s Technology Transformation. Digital Summit November 21, 2008. Our Problems GTA’s Response Our Solution. 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

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Georgia’s Technology Transformation

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Georgia s technology transformation

Georgia’s Technology Transformation

Digital Summit

November 21, 2008


Georgia s technology transformation

  • Our Problems

  • GTA’s Response

  • Our Solution


Power outages plague state data center

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


Other outages

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


Other outages1

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


Security breaches

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 wereexposed in 137 security incidents in FY 2008


Georgia s technology transformation

GTA’s Response


Conducted professional it assessment

Conducted Professional IT Assessment

  • 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


Scope of it assessment

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


What we found

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


Decision summary

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 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


Addressing agency business needs

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


We met our milestones

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


Georgia s technology transformation

Our Solution


Our goals

Our Goals

  • Consolidate IT infrastructure

  • Secure state data

  • Stable operating environment

  • Well governed

  • Replace aging infrastructure

  • Robust disaster recovery

  • Broad industry standards


Summary infrastructure services

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


Ibm investments upfront and ongoing

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


Summary managed network 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


At t investments upfront and ongoing

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


Gta s transformation

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


Enterprise management

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


Georgia s new it environment

Georgia’s New IT Environment

  • Meeting business needs

  • Setting consistent standards

  • Measuring performance

  • Managing technology


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