G@IT 2010: Agency and GTA Transition Alignment “Establishing the new interoperability model” August 25, 2008
Agenda • Managing Change • Service Levels • Finance • GTA Structure 2 Georgia Technology Authority
Why Are We Here? • G@IT 2010 contract signing occurs in 52 days • Transition of IT infrastructure to selected providers begins in October 3 Georgia Technology Authority
What Will Be Different? • State will acquire services, not equipment • GTA will manage delivery of services (What), not hardware and software (How) • GTA manages service providers through: ▪ Service levels ▪ Governance through active management • Processes will change − procurement, billing, budgeting • Service delivery improved through processes 4 Georgia Technology Authority
Where We Are in the Process ü Phase 1: Assessment ▪ Completed December 2007 Ø Phase 2: Procurement ▪ Managed Network Services: October 2008 ▪ Infrastructure Services: November 2008 • Phase 3: Transition ▪ October 2008 – April 2009 • Phase 4: Transformation ▪ Ongoing throughout life of the contract 5 Georgia Technology Authority
Why We Must Change • All agencies face similar risks ▪ Aging infrastructure ▪ Not meeting minimum standards ▪ Weak security and disaster recovery • Assessment validated… ▪ ▪ ▪ Good people but thinly staffed Absence of processes Little measurement Duplicate spend but critical initiatives are under funded Disaster recovery gaps 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 6 Georgia Technology Authority
Why Start Process Work Now? • Waiting until the start of transition to identify change requirements risks degrading sourcing program momentum • Alerting agencies to change that will be required, while important, is insufficient for successful implementation of the sourcing program • Coordinated process development essential for success 7 Georgia Technology Authority
Governance Key to Successful Transformation Transition Performance Intended performance with change Performance gap created By unmanaged change Current Performance Typical performance with unmanaged change Change Implementation Complete Time Source: Technology Partners International, April 2008 8 Georgia Technology Authority
Responsibilities • GTA ▪ Maintain the cornerstone (infrastructure) of your technology through the diligent management of the providers ▪ Provide and drive the forums and decisions (governance) necessary to align the providers to agency needs • Agency ▪ Business systems (software) you use to run your business ▪ Processes and methods you use to define, prioritize, communicate and manage your (business − technology) workload 9 Georgia Technology Authority
SMO Disciplines Are Built on Process Right work, done right Validate and manage costs Performance Management • Performance analysis and service and delivery management Service requests, authorization Security, architecture and standards management Risk management Asset management Incident, problem, escalation, change management • • • Financial Management • • Strategy & Objectives • • • Satisfaction, direction setting Ensure compliance Relationship Management • • Governance Forecasting and demand management Regulatory and tax compliance Workplace services Customer satisfaction survey management Communications management Project spend pool management • • • 10 Invoice management. Performance credits, earnbacks and critical milestones Financial analysis and planning Procurement Contract pricing adjustments Value leakage mitigation Chargeback Contract Administration Perspective on Governance includes both state- and provider -facing activities Georgia Technology Authority • • • Contract administration Contract change management Contract issue management Dispute resolution Service provider audit Governance library
These Processes Have Benefits • Links agencies, provider and GTA together • Increases the stability and reliability of the state’s infrastructure • Enables variable capacity and capability • Reduces risks through increased visibility • Ensures the state’s security and disaster recovery profiles improve • Helps quantify operational impacts… ▪ Of your decisions and state mandates ▪ For accelerating and delaying projects 11 Georgia Technology Authority
What Will GTA Do to Help You Get Ready? • Establish enterprise standards ▪ We all have to eat the same cooking • Lead an “Interoperability Project” ▪ ▪ Evaluate top 3 integration points Recommend approach for agencies to prepare Offer process templates Suggest GTA support models • Train ▪ Technology management through service levels ▪ Forecasting and demand management ▪ Process orientation 12 Georgia Technology Authority
Recognize that Georgia’s success will be defined by how well we manage change together: • • 13 Rate and speed of adoption Resistance Staff skills and proficiency Governance Georgia Technology Authority
Three Concepts • Service levels are expressions of your expectations ▪ State and provider agree to service levels and quality ▪ They measure the service provider’s actual performance • Your bills will be based on your consumption ▪ Provider sets base charge tied to specific service volumes ▪ Volumes can be increased or decreased • GTA will change to enable this transformation ▪ GTA’s new structure provides a disciplined approach to managing service providers ▪ State has adopted an international standard called ITIL ▪ GTA will assist agencies in preparing key processes to link into the provider 14 Georgia Technology Authority
Service Level Agreements (SLA) are expressions of your expectations 1. 2. 3. 4. 5. What’s Different About Our SLA's We Want Performance − Not Money Examples of Service Levels We Have Flexibility in Our Metrics Service Levels Are Not Penalties
What’s Different About Our SLA’s? • G@IT 2010 SLA’s will have financial implications • They are built to influence behavior • They have more options than voiding the contract • They allow us to change our focus • We don’t want the money 16 Georgia Technology Authority
We Want Performance − Not Money • State will receive performance credits from the supplier for not providing the contracted (“expected”) service • Supplier can earn back performance credits each year • Key concepts ▪ Expected Service Level • Constantly missing these will cost the provider ▪ Minimum Service Level Default • Don’t make the big mistake; it will cost the provider ▪ Annual Earnback • Allowing them to earn back penalties changes behavior 17 Georgia Technology Authority
Examples of Service Levels • System availability ▪ System up time ▪ System response time • Problem management ▪ Problem response time ▪ Problem resolution time • Customer satisfaction ▪ Transactions completed without complaint • Helpdesk ▪ Number of calls resolved on first call ▪ Number of abandoned calls 18 Georgia Technology Authority
Flexible Measure to Adjust All Metrics • • • 19 Critical SLA 5 Using all metrics 4 to manage the 4 provider can obscure the 3 errors 5 5 5 4 1 == 36 avg. is 4. 0 We have the right to select and change which metrics we want to elevate • 5 • 3 • • • By focusing on a limited number of metrics we can get attention to weak areas 5 4 1 == 18 avg. is 3. 0 Agencies can influence these through participation in governance meetings Georgia Technology Authority
Service Levels Are Not Penalties • SLA’s were written to allow the provider to earn back penalties if: ▪ They avoid future failures ▪ They can demonstrate it wasn’t their mistake ▪ They are willing to make investments that would lead to an acceptable and sustained performance • SLA’s are written to notice one-time events but only penalize for inconsistent delivery ▪ Failures require more than just one clean month to resolve ▪ A scorecard is maintained throughout the year 20 Georgia Technology Authority
Your bills will be based on your consumption 1. 2. 3. 4. GTA Coordination With OPB What Is An RU (ARC/RRC)? Need to Manage Your Consumption What Level of Detail Is Available
IT Budgeting For FY 09 and FY 10: What’s Been Done • GTA worked with OPB and agency budget directors… Ø To calculate FY 2009 budget amendments for the “stub period” (March – June 2009) • Using agency base case data… Ø GTA and OPB calculated amounts for FY 09 and FY 10 to be “held harmless” from the 6%, 8% and 10% budget reductions • Both of the above used base case data because vendor pricing was not available at the time Ø “Stub period” was an estimated time frame Ø Actual implementation could be a bit earlier or later depending on negotiation with the vendors 22 Georgia Technology Authority
IT Budgeting for FY 09 and FY 10: “To Do” List • When contracts are signed in October and November: ▪ Work with each agency and OPB to evaluate needs/demand for services and compare against each agency’s level of funding ▪ Determine which agencies need additional funding and which need less ▪ Evaluate fund source impact ▪ Reallocate funds between agencies (OPB function) and reflect in the AFY 09 and FY 10 Governor’s Recommended Budget 23 Georgia Technology Authority
Need to Manage Your Consumption • Virtually unlimited capacity ▪ ▪ ▪ Service provider will supply and charge for as many resource units as you can consume Validation of invoices for accuracy is a must Agencies should always be conscious of consumption trends • Project activity ▪ ▪ ▪ 24 Provider resources have a lower price if you can prioritize within the capacity of the contract Little projects (Little “p”) are projects that can be accomplished with the same type and capacity of resources we have today and the cost is included Big Projects (Big “P”) are projects that expand beyond our current capacity and require the vendor to add resources Better planning can lower cost Disaster Recovery and Security will now be required to be priced into new projects Georgia Technology Authority
Example of Network/Voice Resource Units • WAN ▪ ▪ Site connection to the state network (WAN site) • 3 tiers based on site attributes Use of the connection (Transport) • LAN ▪ ▪ ▪ Maintenance of a person’s connection to the Local Area Network (LAN) Wireless access point Move, add and change of a connection (IMAC) • Voice ▪ ▪ 25 Upcharge per call center seat Interactive Voice Response (IVR) per user Changes to phone setups (IMAC) • Per user: includes maintenance, hardware and carrier Video conference per room and call Georgia Technology Authority
Examples of Mainframe Resource Units • IBM ▪ Application CPU hour ▪ Automated application tape storage GBs ▪ Manual application tape mounts • Unisys ▪ Standard units of processing (SUPs) ▪ Application tapes in storage (active rotation) • IBM and Unisys ▪ Allocated disk space (DASD) ▪ Application tapes in storage • Print (standard and custom) ▪ Mainframe output print images 26 Georgia Technology Authority
Examples of Application Servers Resource Units • Defined as business applications, middleware, database or web • Priced per operating system instance ▪ By operating system type (Windows or UNIX) ▪ By complexity • Hardware and hardware maintenance priced via a separate monthly hardware charge • Application utility software priced via separate monthly software charge ▪ Compilers, database, development tools, middleware, etc. 27 Georgia Technology Authority
Examples of Utility Servers Resource Units • Defined as e-mail, file/print, enterprise gateways, presentation and terminal • Resource units ▪ E-mail accounts ▪ LAN-attached devices • Application utility software priced via separate monthly software charge • Infrastructure servers are not a separate resource unit and are not priced discretely ▪ Domain services, enterprise security, enterprise backup, enterprise scheduling and software distribution 28 Georgia Technology Authority
Example of Infrastructure Resource Units • Server storage ▪ Enterprise storage vs. local storage ▪ Replication and backup • End-user computing ▪ By device type ▪ By central/remote location ▪ Requesting service provider best practice: Premium service and non-standards devices • Service desk ▪ Authorized user 29 Georgia Technology Authority
What Is An ARC and RRC? (Variable Pricing and Terminology) R e s o u r c e 2, 500 Base Charge covers the Resource Baseline Competitive Pricing Of Additional Volume • No exclusivity • Extraordinary events • Benchmarking with automatic adjustment ARC Each Resource addition over the Baseline is charged as an Additional Resource Charge (ARCs) Baseline 2, 000 Each Resource removed under the Baseline is credited as a Reduced Resource Credit (RRCs) U n I t 1, 500 V o l u m e 0 RRC Protection For Reduced Volume • No minimum commitments • Extraordinary events • Full and Partial Termination Rights • Benchmarking with automatic adjustment Year 1 30 Thresholds Year 5 Georgia Technology Authority Above and below the Resource Thresholds pricing rates will be renegotiated within defined parameters
GTA will change to enable this transformation 1. 2. 3. 4. 5. How Will GTA Change? Operations Becomes SMO What is ITIL? New Standard GTA to Help Agencies Link Into the Providers Change From the Agency Seat What Happens Next
How Does This All Fit Together? We will have a consultant assigned to your agency Agency Service Desk GTA Delivery We will Consultant actively GTA: Agency manage - Contracts New GTA Organization IT Staff - Finance. Will Provide the Governance the GTA Tech SME - Governance To enable this new Relationship contract - Escalation Service Provider 32 Georgia Technology Authority We will retain a few high end technical experts
Components of GTA’s New Structure ü Statewide layer (Enterprise) ▪ ▪ Budgeting and finance Enterprise technology • • • ▪ ü Information security Service Management Organization (Operations) ▪ ▪ 33 IT strategic planning IT policies, standards and guidelines IT project assurance Managing a collection of providers Accountable for the delivery of services Georgia Technology Authority
What is an SMO? Service Management Organization An organization set up to manage the relationship and services of GTA’s external and internal service providers The SMO is established as a single point of accountability within an organization for the effective management of the providers Replaces GTA’s existing Operations 34 Georgia Technology Authority
Typical Industry Problems and GTA’s Solutions SDO: Service Delivery Organization Damaged relationships between firms VMO: Vendor Management Organization Weak strategy and planning 37% 52% 11% ASO: Administrative Service Organization Inadequate legal and financial terms and conditions GTA has created new organizations that align to resolve typical sourcing issues 35 Georgia Technology Authority
What is the ITIL Standard? ü ITIL (IT Infrastructure Library) provides a framework of best practice guidance for IT service management ü ITIL has grown to become the most widely accepted approach to IT service management in the world: www. itil-officialsite. com ü This standard drives processes that control cost and drive stability into the infrastructure ITIL is the objective standard that we will require of our providers and our processes 36 Georgia Technology Authority
Interoperability Project to Reduce Confusion ü GTA has launched an “Interoperability Project” with the following deliverables: ▪ Identify and coordinate linkages between agencies and GTA’s Service Management Organization ▪ Provide agency interoperability roadmaps ü Project will focus on the following key process areas: ▪ Service request management ▪ Change management ▪ Demand forecast management 37 Georgia Technology Authority
Interoperability Project Timeline ü Project start-up: Aug. 11– 14 ü Review, assemble interoperability profiles: Aug. 15 – 20 • Interview agency leads, validate profiles: Aug. 21 – Sept. 12 • Define linkages between agencies and SMO: Sept. 13 – 19 • Develop, deliver agency roadmaps Sept. 20 – Oct. 3 38 Georgia Technology Authority
What Happens Next… • Communicate, communicate • Agencies make GAIT 2010 transition a top 5 project • Providers come in for due diligence • GTA runs Interoperability Project • Agency agreements are coming • We will schedule another meeting 39 Georgia Technology Authority
Governance Key to Successful Transformation Transition Performance Intended performance with change Performance gap created By unmanaged change Current Performance Typical performance with unmanaged change Change Implementation Complete Time Source: Technology Partners International, April 2008 40 Georgia Technology Authority
Questions Processes are the foundations for consistency Service levels are the expression of requirements Metrics are the transparency of performance 41 Georgia Technology Authority
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