Download Financials Overview PowerPoint (file only, no narration)

Managed Network Services (Telecommunication Services)

Georgia’s Technology Transformation (GAIT)

Overview and financial introduction

May 2009

Georgia Technology Authority

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Agenda

• GAIT Overview

• Financial Overview

• Appendix A: Glossary of Terms

• Appendix B: Resource Unit Categories

GAIT Overview


Georgia Infrastructure Transformation: GAIT

Transformation of the state’s IT infrastructure through partnership with key service providers: IBM and AT&T

Prompted by the need for:

• greater reliability

• reduced risk

• a more sustainable IT support model

• increased operational effectiveness

• fiscal responsibility

Expected benefits:• 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

• significant capital investments

For full details about GAIT and other GTA initiatives, check the GTA Website at www.gta.georgia.gov . Information is also

available via your Service Delivery Consultant (SDC).


Affected Services• ATT Managed Network Services (MNS):

▪ Wide Area Network (WAN)

▪ Local Area Network (LAN)

▪ Voice Services, including:• Voice ports and mailboxes• Video conferencing• Contact center services• Interactive voice response (IVR)

• Consolidated Service Desk

• Single point for consolidated service to all GTA customers• Single knowledge database for the enterprise• Improved service through common processes and established service levels

• Services not included in the contract with ATT include:▪ Wireless mobility devices, including cell phones, pagers, radios, and personal

digital assistants (PDAs), such as BlackBerry devices

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Benefit to CustomersTelecommunications versus MNS

• When customers ordered Telecommunications Services from GTA in the past, they ordered many individual components or products to fulfill the service offering. Their GTA invoice listed all of these components individually.

• With the new Managed Network Services offering, customers will buy a bundled service, not individual telecom components. Invoices will be much simpler.

• As an example, compare previous Voice Services with the new offering:

Prior to the new ATT contract:

• Many rate codes assigned by GTA to address features, transport, integration and handsets

• Long-distance was a separate, variable service charge

• GTA coordinated multiple service delivery providers

Under the ATT contract:

• Fully bundled service with two options based on desired features:

• Premium or Basic Service

• Single charge per voice port includes carrier costs, long-distance charges, maintenance, and management fees

• ATT responsible for end-to-end service 6


What changes now?

• May 1▪ New number for telecommunications trouble calls

• 1 (877) GTA-3233 or 1 (877) 482-3233

▪ New online ordering process through the new GETS* Portal at (https://www.ibm.com/services/connection)

• GETS Portal Help Desk (866) 407-7572

▪ AT&T responsible for managing all voice and data network services

▪ GTA regional offices discontinue operation

• June 1▪ Consolidated Service Desk (trouble reporting)

*GETS = Georgia Enterprise Technology Services


Important Phone Numbers

• May 1▪ New number for telecommunications trouble calls

1 (877) GTA-3233 or 1 (877) 482-3233

▪ Online Service Catalog (OrderNow!) Help

1 (800) 543-9281, Option 2, Option 2

▪ GETS Portal Help Desk

1 (866) 407-7572


For more information?

Check the GTA Website: www.gta.ga.gov/transformation

Contact the GTA Service Delivery Office at 404-463-2330 Contact your regional Service Delivery Consultant:

o Karen Branson (covers Savannah) – 912-210-0831; [email protected]

o Michael Carrick (covers Columbus/Albany) – 706-718-3092; [email protected]

o Kim Lundberg (covers Atlanta/Athens) – 678-255-5945; [email protected]

o Phil Rentfrow (covers Rome) – 404-267-3625; [email protected]

o Jana Wall (covers Milledgeville/Augusta) – 478-457-4255; [email protected]

Financial Overview


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Pricing Structure• Standardized service charges based on units of consumption

▪ State will now be buying services, not technology products▪ Transition from capital-based fixed costs to variable pricing model

• Resource Unit Categories represent the various bundled service pricing units▪ See the Appendix of this deck for a description of all the Resource

Unit categories

• GTA customers will only pay for the Resource Unit volumes they consume each month▪ For each applicable service a customer receives, the monthly

invoice will include Resource Unit volumes consumed that month multiplied by the Chargeback Unit Rate

• The Chargeback Unit Rate is subject to change based on the enterprise (i.e. all GTA customers) volume of consumption▪ The more volume consumed at the enterprise level, the lower the

unit rate and vice versa


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Effects on telecommunications costs

• At the enterprise level, managed network services (MNS) expenditures are not expected to increase

• Individual customers may experience higher or lower MNS costs in the new environment▪ The mix of service categories and volumes of consumption will

determine if a customer’s cost increases or decreases


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Managing Costs in a “Pay by the Drink” Model

• There are several financial levers customers can use to manage MNS spend in a consumption-based pricing model

▪ Review and assess if Premium Voice Port features are required or will Basic Voice Port features suffice

▪ Deactivate LAN and voice ports when not in use▪ Purge inactive voice mailboxes on a regular basis▪ Ensure voice mailboxes are deactivated timely upon employee

departure▪ Review and assess if WAN ports are “oversized” with more data

transmission capacity than required▪ Procure individual units of service versus blocks of units (e.g.

switch or PBX quantities of 8, 12, or 24)▪ Consider adding wireless access points in high-concentration areas▪ Monitor usage of wireless access points on a regular basis and

remove lightly used access points or switch them to locations where usage will be higher


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New online options for GTA Customers

• GTA customers will order services and view their invoices via a new Web portal ▪ Georgia Enterprise Technology Services – GETS Portal▪ This portal will replace the current GTA eBilling system▪ See registration instructions at www.gta.georgia.gov/transformation

GETS Portal

• GTA customers will order services online ▪ Access the OrderNow! tool through the GETS Portal▪ Authorized staff will be able to place orders▪ See OrderNow! training materials at www.gta.georgia.gov/transformation

OrderNow! – online service catalog

• GTA customers will have online access to their telecom services invoice ▪ Access the GSMRT tool through the GETS Portal▪ Authorized staff will be able to view invoices▪ See GSMRT training materials on the GETS Portal > Account Services tab

GSMRT – online invoice access


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GTA Customer Chargeback Invoice

• In May 2009, you will receive the final current GTA telecommunications invoice from the PRISM system.

• The first customer chargeback invoices to be released June 10, 2009▪ A paper invoice will initially be distributed to all customers▪ In addition, supporting detail will be available on the portal

• The Chargeback Invoice will include Transition and Transformation Charges as well the GTA Administrative Recovery Fee

• Customers will have self serve capabilities for maintaining accurate account code data

• GTA has provided ATT the appropriate accounting and billing information to facilitate the transition from the current GTA billing process


New Chargeback Invoice Format

Drill down capability is available by clicking on

the ‘Units’ Field. This will provide individual unit details that account for the total volume billed.

This example shows how the Chargeback Invoice will be formatted. The invoice will be available

on the GETS Portal.

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Service or Billing Questions

• GTA Service Delivery Consultants (SDCs) have been designated to serve GTA customers

• Please contact your SDC to discuss issues, concerns or questions you have with service you are receiving or the charges on your invoice

• The SDCs will work with ATT and the GTA Service Management Organization (SMO) to address concerns and resolve issues

• To find out who your SDC is, please check the listing at www.gta.georgia.gov or contact GTA’s Service Delivery Office at 404-463-2330

Appendix A:Glossary of Terms


Glossary• Approver

▪ An individual within the GTA customer’s organization who has approval authority on orders placed in OrderNow! by Requestors

• Chargeback Invoice

▪ The GTA customer’s monthly invoice containing all of the charges due to GTA for services provided under the GAIT telecommunication service offering

• Chargeback Unit Rate

▪ The billable rate for a single volume of consumption for a given Resource Unit category

• GETS Portal

▪ Georgia Enterprise Technology Service Portal is an online site where GTA customers can order services and view their bill for telecommunication services

• GSMRT

▪ An online tool (accessed via the GETS Portal) that will allow GTA customers to view their invoice electronically

• GTA Administrative Recovery Fee

▪ Charges allocated to GTA customers to recover the GTA Service Management Organization costs

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Glossary

• GTA eBilling

▪ The online billing system used by GTA prior to the GAIT telecom service offering

• GTA Service Management Organization (SMO)

▪ Organization within GTA that oversees the providers (e.g. AT&T) of technology services to GTA customers

• Managed Network Services (MNS)

▪ Wide Area Network (WAN), Local Area Network (LAN), and Voice services provided by ATT; previously referred to as telecom services when provided by GTA

• OrderNow! Online Service Catalog

▪ An online catalog of products and services available to GTA customers via the GETS Portal

• Requestor

▪ An individual within the GTA customer’s organization who is approved to place an order in the OrderNow! Online Service Catalog

• Resource Unit Category

▪ A category of measurable units of consumption used as charging mechanisms under the GAIT agreement with ATT

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Glossary

• Resource Unit Volume

▪ The monthly sum total units of consumption for a given Resource Unit Category

• Service Delivery Consultant (SDC)

▪ GTA team members who serve as focal point for communications between the customer, GTA and vendor partners (e.g. AT&T)

• Transition and Transformation Charges

▪ Charges allocated to GTA customers to recover AT&T fees related to initial transition of services and transformational investments

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Appendix B:Resource Unit Categories


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Resource Unit Categories

• Wide Area Network (WAN)

▪ WAN Sites• Charges are inclusive of all costs (excluding transport) to provide WAN Services,

including hardware and software• 3 tiers based on site attributes

– Type A: Site connected to the Capitol Hill Fiber– Type B: Site connected via WAN Access Link with Class of Service– Type C: Site connected via WAN Access Link without Class of Service

▪ WAN Transport• WAN Access Links

– Physical bandwidth of the access line to provide connectivity to a site– With or without Class of Service Capability– Multiple circuit sizes– Charges inclusive of all costs to provide Transport Systems supporting WAN

Services, including any equipment required to terminate the circuits and any Backup Circuits and associated usage

– Charges exclude: a) bandwidth allocated to voice or video transmission, andb) any redundant circuits


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▪ WAN Transport (continued)• Point to Point Circuits• MetroEthernet

– Charges for Point to Point and MetroEthernet inclusive of all costs for Transport Systems supporting these services at each WAN Site including any Equipment required to terminate the circuits and any Backup Circuits and associated usage

– Charges exclude any redundant circuits

• Capitol Hill Fiber WAN– Two WAN link size options: 100 Mbps and 1 Gbps– Charges inclusive of all costs to provide Transport Systems supporting WAN

Services, including any equipment required to terminate the circuits and any Backup Circuits and associated usage

– Charges exclude: a) bandwidth allocated to voice or video transmission, andb) any redundant circuits

• Alarm Circuit– Dry Pair Wiring


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▪ WAN Transport (continued)• Remote Access (Virtual Private Network)

– Charges inclusive of all costs to provide VPN Services including any necessary VPN Software or Hardware required to securely provide access to GTA Customer’s

– Two types:» Remote VPN Subscriber – Single Factor Authentication» Remote VPN Subscriber – Two Factor Authentication

• Simple Internet Access– Dial-Up Internet Access

» RU measured as an Internet access account using analog modem to dial and connect to Internet

» Charges are all inclusive and include software, transport systems, and usage charges (e.g. long distance)

– Broadband Internet Access» RU measured as an Internet access account using broadband (e.g. DSL or

cable modem) to connect to the Internet


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• Voice Station Services

▪ Per Voice Port – 3 Tiers – Basic, Premium, Basic without handset• Includes maintenance, hardware, carrier, long distance

• A Basic Voice Port includes the following:▪ Dial tone for up to two station

appearances▪ Direct inward and direct outward

dialing, last number redial▪ Caller ID capability▪ Anonymous call rejection▪ Call groups and hunt groups▪ Call forwarding▪ Call waiting▪ Three-way calling▪ Call hold/consultation▪ Call pickup▪ Ability to restrict calling to long

distance, toll, toll free, or directory assistance numbers

• A Premium Voice Port includes everything in Basic plus additional features. Examples include:

• Dial tone for up to six station appearances

• Access to ACD, Auto Attendant, and UCD call arrangements

• Intercom capability• Email integration• Personal web site features such as

click to call, call log, missed call notification, and user location

• Distinctive ringing• Conference calling


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• Other Voice Station Services

▪ Voice Mailbox

▪ Video Conference – includes maintenance and support of equipment and transport service

• Type 1 – capable of telemedicine-quality video-conferencing (768Kbps and above)• Type 2 – capable of business-quality video conferencing (384Kbps)

▪ Contact Center Seat• Per seat charge is all-inclusive for provision of Call Center Services

▪ IVR Port (Interactive Voice Response)• Measured as the number of simultaneous calls that can be handled by the IVR

Service

▪ Auto Attendant Port• Measured as the number of simultaneous calls that can be handled by the Auto

Attendant Service


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• Local Area Network (LAN)

▪ Per LAN Port• Must be an active LAN port at a GTA customer site• Considered active when connected via wiring to equipment or a physical wall jack

and authorized for use by a GTA Customer• All Install/Move/Add/Change (IMACs) associated with a LAN port are included in

the LAN port charge

▪ Per Wireless Access Point (WAP)• Charges are inclusive of all costs associated with the LAN Services for an active

WAP

• Service Desk

▪ Service charge for single point of contact Service Desk services


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Resource Unit CategoriesClarification on Common Network Services - IMACs

Functioning networks (whether voice or data) require some set of Common Network Services. These are provided and managed as part of the delivery of Managed Network Services.

Install, Move, Add, Change (IMAC) activity included in base charges:•Cabling: physical connectivity, from device to cable plant, device to wall-plate, device to service demarcation, or single-voice lines

•Security: device security and in-the-cloud security policy management

•Authentication: identity, authentication, authorization, auditing

•Network Names and Addresses: IP Address Management, DNS Management, DHCP Management

•Network Design: document, design, diagram and track network resources, network topologies and usage

Install, Move, Add Change (IMAC) activity not included in base charges:•Campus Cable Plants: these are large inter-floor and inter-building fiber and copper facilities owned by the customer•Wiring: similarly, these are inner-wall, inter-floor and inter-building physical connections. Design and documentation are in base charges.


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