Georgia Enterprise Technology Services (GETS) update, Vol. 4, Issue 9 (Sept. 5, 2012)

Georgia Enterprise Technology Services (GETS) Update

Volume 4, Issue No. 9

September 5, 2012

Agency data critical to 2012 State IT Annual Report
GTA has begun compiling data for the 2012 State IT Annual Report. Capturing and reporting IT data helps state executives and legislators to better understand the state's IT enterprise and its related risks. The report provides agency heads and other decision makers with data for setting priorities and making cost-effective, risk-based decisions about needed improvements. It also enables us to see more clearly the IT issues faced by agencies and the state IT enterprise as a whole, and we typically see that our concerns parallel those of other states.
The data that comprises the report comes to GTA from state agencies, as required by a March 2008 executive order. We provide a web-based application for agencies to submit their data, and we encourage agencies to use the application as a management tool in such areas as IT security, portfolio management, business continuity planning, business applications and IT expenditures. Submissions were due September 3.

In This Issue
LAN/WAN transformation 58%
complete New continuous improvement program targets chargebacks Voice systems refresh
progresses New tool aids RFS
tracking and management
Briefly...
Quick Links
Previous Newsletters
GTA Website
GETS Customer Resource Center
GETS Financial and Billing Resource Center
GETS FAQs

A large part of the data collection effort focuses on agency information security programs, and last month, I had the opportunity to address the annual meeting of the nation's most important information security organization serving government, the Multi-State Information Sharing and Analysis Center (MS-ISAC). As you may know, the MS-ISAC is designated by the U.S. Department of Homeland Security as the focal point for cyber threat prevention, protection, response and recovery for the nation's state and local governments. I was invited to speak to the group as a representative of the National Association of State Chief Information Officers (NASCIO).

Obviously, the group was particularly interested in IT security, which remains a leading concern for states. In fact, it has been among the top 10 priorities for state CIOs for the past eight years, and for several years it was the number one priority. We also talked about other priorities for state CIOs, including consolidation, budget and cost control, governance, health care, cloud computing, broadband and connectivity, shared services, portal, and mobility. Certainly, those issues are familiar ones for us here in Georgia.

The better our understanding of our own IT enterprise and its inherent risks, the better prepared we are to strengthen it. Agency participation in the State IT Annual Report enables us to work together to make that happen.

Thank you for your ongoing support.

Calvin Rhodes State Chief Information Officer GTA Executive Director

LAN/WAN transformation 58% complete
As the third quarter of 2012 draws to a close, AT&T reports that 58% of all agency remote sites have undergone local area network (LAN) and wide area network (WAN) refresh. As of August 21, a total of 766 out of 1,321 sites have been refreshed.
Completed projects include the following agencies' remote locations (nonheadquarters): Georgia Bureau of Investigation, Department of Revenue and GRATIS, Department of Driver Services, and Department of Juvenile Justice (firewall removal). Additional LAN/WAN refresh projects are on track for completion by the end of 2012 for the Department of Corrections, Department of Public Health, and Department of Juvenile Justice. All other agency remote locations will complete LAN/WAN refresh in 2013.
In addition, LAN/WAN projects for four agencies' headquarters are in the design and implementation phases. The agencies include the Department of Driver Services, the Department of Corrections Tift campus, the Governor's Office, and the Department of Juvenile Justice. Headquarters sites typically differ from remote sites in that they involve servers, remote user and site VPN devices, legacy firewalls/policies, and business partner extranets.
The LAN/WAN refresh project includes major network architecture changes occurring at the time of cutover. The goal at headquarters locations is to remove and consolidate as many of the network and security devices as possible while adding redundancy for each site. It is preferable for refresh to occur at agency headquarters after server consolidation to reduce risk and downtime for critical applications.
Back to top
New continuous improvement program targets chargebacks
Increasing the accuracy of GETS agency invoices is the goal of a recently launched continuous improvement program.
Because the invoice covers a broad range of services and equipment, it can be complex and sometimes difficult to decipher. The invoice consists of 47 Resource Units (RUs) measured and counted each month to determine consumption of services, including mainframe, server and storage, end user computing (EUC), and Service Desk. RU consumption processes were developed, and true-up efforts took place in the early stages of the state's IT transformation, but technical and business environments are always changing.
IBM's continuous improvement program has set goals to realize the following benefits:
Improved update times for asset inventory Improved asset and inventory accuracy for support charges More clearly documented Change - Add - Delete processes for Resource Units More accurate monthly RU consumption Improved reporting and communications on chargeback Reduced turnaround time on invoice disputes Higher quality education for agencies to interpret the chargeback invoice
The program also serves as a complement to the Invoice Communication, Education and Enhancement (ICEE) Project.
Back to top
Voice systems refresh progresses
AT&T is replacing antiquated voice systems with new technology in a fourphase process which is scheduled to be complete in 2014. Thirty-two agencies - with a total of 530 sites - are actively involved in the voice refresh program.
Among the many benefits of voice refresh are improved voice system performance and improved management capability. One of the biggest impacts has been the reduction of incident reports for voice services. Since March 2012, AT&T reports indicate approximately 200 fewer voice tickets each month compared to the same months in 2011.
The refresh/replacement of old, outdated voice systems will continue through June 30, 2014 and includes 2,100 Centrex sites, 500 key system sites, 27 PBX sites. Here is an update as of August 23:
19,200 Centrex phone sets completed out of 45,000 phone sets at 2,100 sites 276 key systems completed out of 500 systems scheduled 9 PBXs completed out of 27 PBXs scheduled
During voice refresh, agencies incur no upfront costs for the new consoles, handsets, system design or installation. Agencies may be responsible for costs related to additions required for uninterruptible power supplies, interior cabling, or environmentals.
Back to top
New tool aids RFS tracking and management
The GETS team continues to dedicate much effort to streamlining the Request for Solution (RFS) process and improving its efficiency. A new tool, introduced by IBM, aims to offer real-time updates of RFS projects. The software provides customized reporting which can be viewed by a variety of users, including agency RFS focals, IBM client solution advocates (CSAs), the RFS team and other service providers involved. While basic functions were deployed first, a second phase will incorporate workflow components. Feedback since the July 1 rollout has been positive.
Back to top
Briefly...
Governor supports AT&T campaign to prevent texting while driving
Governor Nathan Deal signed a proclamation in support of AT&T's "It Can Wait" public awareness campaign, which is focused on a simple, powerful message: No text is worth dying for.
The campaign aims to educate the public - especially teens - about the dangers of texting and driving. Startling statistics underscore the importance of the effort:
Those who send text messages while driving are 23 times more likely to be in a crash. Teens, on average, text five times more a day than a typical adult.
Back to top
We welcome your comments about service delivery, the state's IT transformation and related topics.
You can submit comments online or call our toll-free number to leave a recorded message.