GETS Transformation Kick Off

1. GETS Transformation Kick Off April 21, 2010 1-877-GTA-3233 Consolidated Service Desk 1-877-opinGTA Your Opinion Counts

2. Transition • Transfer of services to IBM and ATT • Achieve operational steady state

3. Transition • Keys to Success • Service Delivery Organization • Accomplishments • Customer Experience • Continuous Improvement

4. Keys To Success • GTA was rebuilt, creating the Service Management Organization • Agency participation from the very beginning • Communication and collaboration with agencies remain a priority • Agencies, service providers and GTA interact regularly • Governance structure ensures agency involvement

5. Service Management Organization

6. Service Delivery Organization • A vital part of GTA’s Service Management Organization • Main focal point for communication with agencies, GTA and service providers • Customer advocate • Manages, monitors and measures: • Service Level Agreements • Operational metrics • Customer satisfaction • Escalation path for driving issues to closure • Continuously improving day-to-day operations • Forecasting and demand management

7. Ensuring IBM and AT&T service delivery teams are aligned with and meeting agency business needs Service Delivery Organization

8. Accomplishments • Together with your active participation and support, we have successfully transitioned services to IBM and AT&T • Working as a team, we have made significant progress at the enterprise level

9. Server Tools Deployment GETS Print Shop Move Begin Stand-up of Steady State Processes Process/Tool Maturation GETS Milestones 2009 IBM Commencement Consolidated Service Desk “go live” AT&T Commencement • July • Asset Refresh Planning Continues, Pilots Begin • Server and Storage Consolidation Design • Draft Disaster Recovery Plans • Point of Service Surveys (Results) • Initial MNS Management Reports Available • DDM Functional Enhancements • Print Stock Management Automation With WASP • April • EUC Service Catalog Implemented • GETS Portal Activated • Personnel Transitioned • Initiated BAU Unless Strategy • Solution Request Process Introduced • Baseline Customer Satisfaction Survey • Invoices Available Online • October  December 2009 • Deployment of Server Tools Six Pack Commences • Deployment of HIDS • Implementation of EUC Inventory Capability • EUC Refresh – Solution Requests/Business Critical Needs • DDM Patch Management Solution Deployment • DDM Security Center Deployment • Migration of Active Directory from Boulder to NADC Servers • Chargeback to Actuals • Implementation of Unisys and AS/400 SW Inventory Capability • Disaster Recovery Plan Submission • Revision of Server and Storage Consolidation Wave Strategy • SLA Validation Period • NADC LAN Implementation • SCON Application Deep Dives • Unisys Migration Infrastructure Deployed • Unisys Migration Conversion and System Test • Conduct Agency Interviews for Technology Plan • Storage Assessment Summary Completed • Server Backup Assessment Completed • Completion of CA IBM Migrations • Service Request ebond Deployed Between IBM and AT&T • Developed Enterprise Malware Design • Complete SMO Baseline Survey • Complete Design of DOR Print Consolidation Solution • Inventory of All User IDs (CBN) • Migration of Mainframe Storage to DS8300 August • Change Management Training • Initial MNS SLA Performance Reports available • Online Service Request Deployment via Maximo • Server and Storage Consolidation Planning • Inventory Completion • Pilot Proactive Server Monitoring • Server Tools Schedule Development and Pilot • Service Catalog Improvements • May • Service Desk - Regional Operation Center Support • Network Mgmt Moved to Raleigh • Voice/Data Service Catalog Implemented • June • Point of Service Surveys (Service Desk) • Service Catalog “go live” (ordering) • EUC Services Transformation • Asset Inventory • GETS Print Shop Move • Command Center • Services Management Manual • September • Deployment of Server Up/Down Monitoring Tool • Completion of ISeC Standards Document • Increased Security for Check Processing – CPIM • SOC Management of Firewalls • Continuation of DAD • Implementation of Mainframe SW Inventory –TLMz • True-up Completion

10. High Consolidation Period New Disaster Recovery Configurations Tools Deployment Completion Application Remediation Begins Strategic Technology Plan eMail Migration Begins LAN/WAN Refresh Begins Disaster Recovery T1 Testing Active Directory Migration Begins • January  March • SLA Action Plans • Server Consolidation Activity • Storage Consolidation Activity • Service Catalog Updates • Disaster Recovery Plan Refinement • Core Storage Area Network Build Out • Core Active Directory Build Out • eMail Infrastructure Deployment • Data Migration to New Active Directory • Internet Migration Begins • Network Based Firewall Begins Continuous Improvement GETS Milestones 2010 • July  September • New Disaster Recovery Configurations • Server Consolidation Activity • Storage Consolidation Activity • Service Catalog Updates • eMail Migrations Continue • AD Migrations Continue • Disaster Recovery T1 Testing • Network Based Firewall Continues • DNS/DHCP Continues • SSL VPN Continues • Private Internet Protect Continues • LAN/WAN Refresh Continues • Radius Begins • IPSec Begins • GETS Tools Implementations • SRM – Performance and Capacity Mgmt • Tivoli ITM – Threshold Monitoring • Tivoli TCM – Server Inventory • RA – Secure Remote Control • Parity – Problem Diagnostics • Fusion – Health Checking Management • TADDM – Configuration Management • SMBDI – Up and Down Monitoring • AlarmPoint/One View – Automated Incident Management Communication • DDM Suite -DDE - encryption -Security Center -Patch Management -Remote Control -EUC Inventory • WASP – Print Stock Inventory • CPIM – Check Management • Solimar – Print Management • TLMz – Mainframe Inventory • HIDS – Host Intrusion Protection • NIPS – Network Intrusion Prevention • April  June • eMail Migration Begins • AD Migrations Continue • Server Consolidation Activity • Storage Consolidation Activity • Service Catalog Updates • Tool Deployments Completion • Internet Migration Completes • Network Based Firewall Continues • LAN/WAN Refresh Begins • SSL VPN Begins • Private Internet Protect Begins • DNS/DHCP Begins • Token Identification Refresh • October  December 2010 • Server Consolidation Activity • Storage Consolidation Activity • Service Catalog Updates • eMail Migrations Continue • AD Migrations Continue • Disaster Recovery T0 Testing • Network based firewall Continues • DNS/DHCP Continues • SSL VPN Continues • Private Internet Protect Continues • LAN/WAN Refresh Continues • Radius Continues • IPSec Continues

11. Customer Experience

12. AT&T Data Ticket Volumes % Auto Detect 97.2 78.81 79.44 81.27 78.54 78.95 82.79 83.68 82.41 79.26 75.81 • 76% of data tickets are auto-detected

13. AT&T Order Volume

14. The Customer Experience Operational issues and gaps exist in day-to-day delivery of services As a result, we have begun an initiative to close these gaps and improve the overall customer experience Agency-by-agency “Blocking and tackling” – What’s working and not working at the operational level Our goal is to: Improve the overall customer experience Ensure agencies’ day-to-day needs are met Our focus is on managing, monitoring and measuring

15. Improving Service Delivery We restructured weekly customer meetings to ensure that we properly set and meet agency expectations Workbooks include operational metrics and outstanding service requests Demonstrate how we are driving issues to closure We improved the use of management tools and reports to reduce backlogs and outstanding incidents Action plans have been developed to address: Requests for Solution (RFS’s) Installations, moves, adds and changes (IMAC’s) EUC (end user computing) service requests and orders

16. Improving Requests for Solution • 14% decrease in volume for Requirements Gathering stage in March 2010 • 45% reduction in Requirements Gathering through Proposal stages – from 67 days to 37 • RFSs completing each stage increased in March 2010 compared to October 2009 • Requirements Gathering up 113% • Solution Design up 63% • Proposal Development up 83% • GTA Review and Approval up 37%

17. EUC IMAC Age Distribution • Reduced aged tickets >10 days by 70% • Reduced total IMAC count by 57% • Reduced hardware order backlog by 95%

18. EUC Break/Fix Age Distribution Reduced ticket count for >10 days by 67%

19. Non-EUC Incidents

20. IBM Firewall Incident Detail Reduced total incident count by 70%

21. IBM Firewall IMAC Detail • Increased Open IMAC count by 100% • Closed IMAC count increased by 33%

22. Pre-Transformation Strategy We are addressing systemic and chronic issues that can’t wait for transformation

23. Currency Program / Quick Hits • Natural Resources: BES environment, 8 lodge servers • Public Health: 1 GroupWise server, 2 application servers • Corrections: Training center • GBI: 3 servers • Juvenile Justice: 1 back-up server

24. Dell Desktop Manager Dell Desktop Manager (DDM) is one of many tools helping us provide continuous improvement in our service delivery model

25. Dell Desktop Manager • State’s first enterprise approach to managing end user computers • Asset management • Software distribution, including anti-virus and laptop encryption • System patches • Technician access from a remote location • Deployed on almost 33,000 desktops and laptops in full-service GETS agencies

26. Robust Asset Management 26

27. Policy-based Patch Management

28. EUC DDM Statistics

29. Transformation Unlocking the value of the IBM / ATT partnership

31. Our IT Environment • 34,885 users • 47,000 e-mail accounts • 9 separate Microsoft Exchange 2003 environments • 3 Novell GroupWise environments • 27,200 desktop computers • 7,500 laptop computers • 2,500 servers • 101,589 basic voice ports • 17,685 premium voice ports • 12,000 SSL VPN users • 1,800 managed routers • 1,300 managed switches • 12,600 Service Desk tickets per month • 1,558 IMACs per month