State of Texas Department of Information Resources Communications Technology Services

1. State of TexasDepartment of Information ResourcesCommunications Technology Services Telecom Forum June 26, 2012

2. Communications Technology Services Communication Technology Services (CTS) manages the statewide communications infrastructure that provides voice, video, and data, including integrated voice response, telephony, wide area network, virtual private network, and call center solutions to more than 700 state and local government agencies • Local Voice Services • Long Distance Voice Services • Data Services • Wireless Services Technology Forum | June 26, 2012 Communications Technology Services

3. See Speaker Notes CTS Customers Technology Forum | June 26, 2012 Communications Technology Services

4. 2012 Key CTS Objectives Deliver thought leadershipfor the state and all DIR customers Create and implement solutionsthat reduce costs and maximize productivity Provide value-added support services at the highest levels of quality Technology Forum | June 26, 2012 Communications Technology Services

5. TEX-AN NG Services • Local Services • Business Line • PBX Trunk • PRI • BRI • Operator Services • Voice Over IP (VOIP) • Managed PBX • IP Telephone • Long Distance Services • Inbound • Outbound • Circuit Switch Digital • Data Services • Frame Relay • ATM • MPLS • Private Line • Internet • Metro Ethernet • Small Office/Home Office (SOHO) • Wireless Broadband • Fixed Satellite Services Technology Forum | June 26, 2012 Communications Technology Services

6. TEX-AN NG Procurement Goals • Establish competition to drive pricing down and expand service offerings to include new services and technologies • Integrated, multi-vendor environment • Flexible contract vehicles to take advantage of new technologies • Encourage customers to transition to current, commercially available, industry standard technology by means of customer education, sales, technical support and aggressive pricing incentives. • Increase transparency into service performance • Evolve the DIR business structure to support these goals Develop a simple “Easy to do business with” program environment for all stakeholders (Customers, Vendors, and DIR) Technology Forum | June 26, 2012 Communications Technology Services

7. TEX-AN NG Vendors • Local Voice Services • VoIP (Voice over Internet) • Long Distance (in/out) • Internet • Metro Ethernet • MPLS • Private Line • VPN • SOHO • Local Voice Services • VoIP (Voice over Internet) • Long Distance (in/out) • Internet • Metro Ethernet • MPLS • Private Line • SOHO • Internet • Metro Ethernet • MPLS • Private Line • VoIP (Voice over Internet) • Long Distance (in/out) • Internet • Internet • Metro Ethernet • SOHO • VoIP (Voice over Internet) • Internet • SOHO • Local Voice Services • Wireless Broadband • Internet • Fixed Satellite • SOHO • Wireless Broadband • Fixed Satellite Technology Forum | June 26, 2012 Communications Technology Services

8. TEX-AN NG Contract Benefits • Multi-vendor environment which provides a broader service portfolio • Service Level Agreements (SLAs) for each vendor and each service including remedy for chronic service issues • Operational Level Agreements (OLAs) for each vendor and each service • Availability of newer technologies • Competitive pricing Technology Forum | June 26, 2012 Communications Technology Services

9. TEX-AN NG Competitive Pricing • Long Distance rates resulting in approximately a 30% savings • Reduced bill totaling $1,000,000 + monthly • All rates were benchmarked against similar commercial and government entities by a third party • Rates benchmarked annually • Multiple vendors for services result in ongoing competition and further reduce rates Technology Forum | June 26, 2012 Communications Technology Services

10. CTS “Quote to Care” Service Delivery Solution • Evolves DIR Service Delivery to a more scalable, efficient process • Provides internal operational process metrics and analytics to • promote continuous service delivery improvement • Paves the way to Customer • Empowerment • Self Service • By launching online Customer tools for • Service catalog browsing • Quoting & ordering • Support & care • Service performance transparency • Management analysis & reporting Technology Forum | June 26, 2012 Communications Technology Services

11. Telecom Solutions Team The Telecom Solutions group helps customers with their TEX-AN questions, orders and quotes. The focus of this group is to: • Answer questions regarding Tex-AN NG services • Assist customers with obtaining quotes • Assist customers with placing their TEX-AN orders Contact the Telecom Solutions Group at: Telecom.solutions@dir.texas.gov or 1-877-472-4848 option 4 DIR Technology Forum | June 26, 2012 Communications Technology Services

12. Strategic Client Solutions Team Customers look to CTS to provide considerations and alternatives to telecom and network challenges. DIR has broadened our Customer Solution effort by offering customers access to telecom specialist in the CTS team. The focus of this group is to: • understand the different Tex-AN NG technologies • know the contract avenues available • understand the situation and alternatives • consult and collaboratively develop solutions • provide comprehensive DIR perspective DIR Technology Forum | June 26, 2012 Communications Technology Services

13. DIR Operations Support Improvements Services Catalog • Service Descriptions • Operational Level Agreements (OLAs) • Service Level Agreements (SLAs) • Requirements to obtain service • Term Commitments • Pricing • Geographic availability of services Technology Forum | June 26, 2012 Communications Technology Services

14. Service Catalog Demo Service Catalog Demo DIR Technology Forum | June 26, 2012 Communications Technology Services

15. CTS Service Catalog See Speaker Notes There are several ways to access the CTS Services Catalog Access directly from your internet browser: CTS Service Catalog Access the Catalog from the CTS Page of the DIR website Access from your Customer Command and Control “C3” home page DIR Technology Forum | June 26, 2012 Communications Technology Services

16. Browsing the Services Catalog: Home Page Elements Search by: Category/Vendor Getting Started Instructions Need Help? We want your feedback! DIR Technology Forum | June 26, 2012 Communications Technology Services

17. Browsing the Services Catalog: Service Summary View See Speaker Notes After refining your service criteria and clicking “submit,” a list of services matching your search criteria will appear. DIR Technology Forum | June 26, 2012 Communications Technology Services

18. Browsing the Services Catalog: Service Options See Speaker Notes After refining your service criteria and clicking “submit,” a list of services matching your search criteria will appear. DIR Technology Forum | June 26, 2012 Communications Technology Services

19. DIR Operations Support Improvements – C3 Customer Command and Control “C3” • Management and oversight dashboards and reporting capabilities • Customer self-service: • Service Costs • Orders • Incidents (trouble tickets) • Service Level Agreements (SLAs) DIR Technology Forum | June 26, 2012 Communications Technology Services

20. Customer Self Service – C3 Landing Page See Speaker Notes DIR Technology Forum | June 26, 2012 Communications Technology Services

21. Customer Self Service: Service Costs  Total Charges Dashboard See Speaker Notes DIR Technology Forum | June 26, 2012 Communications Technology Services

22. Customer Self Service: Service Costs  Service Type Dashboard See Speaker Notes DIR Technology Forum | June 26, 2012 Communications Technology Services

23. Customer Self Service: Orders Dashboard Now Available! See Speaker Notes DIR Technology Forum | June 26, 2012 Communications Technology Services

24. Customer Self Service: Incidents (Trouble Tickets) Dashboard Now Available! See Speaker Notes DIR Technology Forum | June 26, 2012 Communications Technology Services

25. TEX-AN NG Resources Tex-AN NG Information and FAQ (Frequently Asked Questions) Visit the DIR website Click on the CTS tab at the top of the page to get to the CTS “home page” Click the links under Tex-AN Next Generation Procurement Tex-AN NG Services Catalog Service Catalog website Let us answer your Tex-AN NG questions! Email: DIR Telecom Solutions Call: (877) 472-4848, Option 4 C3 Customer Command & Control Email to: DIR C3 Administrator DIR Technology Forum | June 26, 2012 Communications Technology Services