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Outsourcing IT Infrastructure at The University of Texas Medical Branch at Galveston. EduTex February 21, 2001. Description of UTMB. Part of the University of Texas system Established in 1890 Medical, nursing, allied health, graduate schools 13,654 employees, 2,505 students

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outsourcing it infrastructure at the university of texas medical branch at galveston

Outsourcing IT Infrastructure at The University of Texas Medical Branch at Galveston

EduTex

February 21, 2001

description of utmb
Description of UTMB
  • Part of the University of Texas system
  • Established in 1890
  • Medical, nursing, allied health, graduate schools
  • 13,654 employees, 2,505 students
  • Own and operate 9 hospitals within the Galveston complex
  • Annual budget approximately $1.1B
  • Very dependent upon technology
why outsource
Why Outsource?
  • Moving to a services commodity environment
  • Reduction in total cost of ownership
  • Need to be able to change rapidly
  • Need to be able to scale up or down with no large capital investment
  • Problems attracting and retaining staff
do you know what it costs
Do You Know What It Costs?
  • Human Resources
  • Training
  • Configuration
  • Procurement, delivery and receiving
  • Facilities
  • Technology refresh
  • Maintaining standards
goal of the information technology infrastructure initiative itii
Goal of the Information Technology Infrastructure Initiative (ITII)

Provide full communication, application, and desktop support to all faculty, staff, and students regardless of their geographic location

objectives for the itii
Objectives for the ITII
  • Identify, and implement a very flexible and cost effective service delivery mechanism to UTMB at its main campus and many clinical and instructional locations.
  • Bundle services to identify a single supplier for a wide variety of service needs.
  • One per seat cost that includes all services.
what s included
Wide area data access services

Help desk

Wide area video services

Wide area voice communications

PC/LAN support

Technology refresh

Remote access

Internet service provision

Email services

What’s Included?

ITII Services include:

driving factors
Driving Factors
  • Provide support to Galveston campus and distributed users
  • Difficulty attracting and retaining qualified IT staff
  • Reduce one-time infusions of capital funding for new technologies
driving factors9
Driving Factors
  • Rapidly changing technology and support needs
  • Simplify budget planning for new business opportunities
  • Provide services as an enterprise infrastructure rather than a departmental expense
slide11

Regional Maternal and Child

Health Program

RMCH Clinic

Satellite Location

slide13

Non-TDCJ Sites

Family Health Center - Texas CityFamily Physicians - DickinsonFederal Low Security Unit - BeaumontFederal Penitentiary - BeaumontGeorge Library - RichmondLamar University - BeaumontLee College - BaytownSt Elizabeth’s Hospital - BeaumontStephen F. Austin State University - NacogdochesWharton County Jr. College - WhartonUT Pan American - Edinburg

TDCJ Sites

Beto I - Tennessee ColonyBoyd - TeagueConnally - KennedyDominguez - San AntonioDucate - WoodlandsEstelle - HuntsvilleHealth Services - HuntsvilleHughes - GatesvilleJester IV - RichmondLopez - EdinburgMcConnell - BeevilleMichael - Tennessee ColonyReception - GatesvilleRamsey III - RosharonSkyview - RuskStiles - BeaumontTelford - New Boston

UTMB Video

Network

New Boston

Rusk

Tennessee

Colony

Gatesville

Nacogdoches

Teague

Huntsville

Austin

Beaumont

San Antonio

Woodlands

Baytown

Wharton

Richmond

Dickinson

Rosharon

LaMarque

Beeville

Galveston

Edinburg

service level goals
Service Level Goals
  • Service Desk calls answered within 50 seconds 90% of the time and 95% resolved with a single request
  • Patient care services will be restored within 30 minutes (M-F 7am-midnight)
  • On-campus and remote workstation HW and software failures resolved within 1 business day
  • Technology HW will be replaced within 36 months, SW usually annually based on manufacturer releases and UTMB schedule
service transition
Service Transition
  • As the contract is signed a transition will occur
  • Goal is to have no disruption of service
  • Gradual change in service delivery such as the relocation of the ServiceDesk, full attainment of service levels, and new services
  • May require up to 6 months to fully achieve service level goals
lessons learned
Lessons Learned
  • Internal resistance to change can be overcome
  • IT infrastructure is someone else’s core business
  • Retaining and attracting staff is easier for others
  • Cost can be contained
  • Customers satisfaction has improved
slide17
“ …the future of health education, health research and clinical care will belong only to those who:
  • leverage their resources and talents through partnerships,
  • have the courage to focus their efforts on what they do best,
  • add value to the health of the community they serve and,
  • above all settle for no less than excellence in all they do.”

J. Stobo

President, UTMB

slide18

Tom Epley

Tepley@utmb.edu