Technology Service Centre Update Presentation to the CoMPTROller’s Conference

1. Technology Service Centre UpdatePresentation to the CoMPTROller’s Conference November 24, 2010 Prepared by Technology Service Centre (TSC)

2. Agenda • TSC - Mandate and Services • IT Service Centre in Action • Overview of GNWT Network • Technology as an Enabler • Other TSC Initiatives • Telephone Expense Management System • Departmental Chargeback • Procurement Policies

3. TSC Origin and Mandate • Prior to 2002, IT support resided in departments - decentralized and non-standardized • The TSC was created in 2003 • Organizationally, Information Technology includes IM/IS/IT • Office of the Chief Information Officer (OCIO) – Information Management (IM) – policy and planning • TSC – Infrastructure Technology (IT) – Network and Server standardization, economies of scale and GNWT desktop support • Departments – Information Systems (IS) – own and manage departmental applications and content • TSC hosts many departmental servers on centralized infrastructure (IS) • A common IT objective is to provide the right information to the right people at the right time 3

4. TSC Core Services • “Keep the Lights On” • End User Support – Client Service Requests and Desktop and Premises support • Client Services – Departmental liaison for IT/IS activities, GNWT- wide communications, PC purchasing and evergreening, licensing • Service & Process Development – Best practices for IT Service Management • Infrastructure Services – Tier 3 Service Request support and Network and Server Management, System Backups, Storage Management • Project Management – In-house and Departmental Infrastructure Projects • Infrastructure and Network Strategic Planning

5. Sharing Services • 4,700 network users • 4,000 GNWT e-mail accounts • 2,700 desktop/laptop computers; Licence Management • 30 terabytes of shared data storage – 10M documents, database data, electronic pictures and Images • 35 million e-mails/month (about 95% are rejected as “spam”) • 23,000 requests to Service Desk per year • Procure and manage approximately 60 Services/Contracts • Internet Content Filtering Benefits: Standardization and Cost-efficiencies

6. The GNWT Network • The DCN – network traffic destined within the NWT – SAM and HR PeopleSoft, e-mail, Internet traffic • For security reasons, all GNWT traffic and Education traffic travels over separate network routes but this creates routing inefficiencies • The network is made up of many technologies based on geography, population, available investment • Fibre Optic Cabling • Microwave • Satellite • The type (or combination of) facilities all contribute to the reliability, speed, capacity, performance, availability of the network • The challenge is to improve the network within the limits of available technology and investment dollars

7. The GNWT Digital Communications Network

8. The Internet • Internet traffic flows within and outside of the DCN(external email, web-browsing, departmental application data to the south) • Original plan was to provide Internet access to all GNWT departments but GNWT was never intended to be an ISP • Congestion is impacting both Internet and non-Internet (DCN) traffic • Over the past 4 years, Internet usage has grown between 50 and 100%: 10, 20, 40, 60, megabits per second (June 2009) • Schools and Aurora College use ~ 60% of internet volume due to 9000students and a growing Internet curriculum • TSC and schools are working together to manage Internet volumes and provide safe use policies to students

9. Network Challenges • Reliability – Network Uptime • Speed – Bandwidth Throughput • Capacity – Bandwidth • Performance – Technical capability • Availability – Network Service Times • Aging infrastructure, power outages and limited resources

10. Network & Service Initiatives • A new Enterprise Network – DCN RFP • Improved Network Management – Internet Re-direct and Data Prioritization • Increased Access to e-mail and storage • Disaster Recovery & Business Continuity – New Data Centre • Strategic contract options - Enterprise Licence agreements • Continued investment in Network Infrastructure

11. Technology as an Enabler • Education Strategic Goals: • Information Technology-based Curriculum • Leverage technology and costs, (MS Licencing Agreements) • Improved teacher retention and student graduation rates • Enable students to remain in their home community • Health & Social Services Strategic Goals: • Shared vision of one Territorial service delivery system supported by one technology system • Increased Access to Services - people get the care they need, close to home, access to virtual teams of providers • Less Waiting - Increases Provider Time with Patients • High volume, secure, health data transmission • Sustainability – innovation supports workforce and service delivery • Real-life Cases: Digital x-ray transmission, Telespeech sessions

12. Other Current TSC Projects • Windows 7/Microsoft Office 2010 – Q4 • Replace GNWT Telephone Directory – Q4 • Laptop Encryption – Q3 • Self-Serve Password Reset – Q4 • Internet Content Management Pilot Study – access to websites to meet business needs – Q4 • Leverage TSC Helpdesk function for other departments – Ongoing • Departmental projects – Infrastructure and Testing Support – H&SS, SAM, ENR, ERDMS 12

13. Telephone Expense Management System Telecom Billing Facts: • Many departments see Telecom costs as a “necessary evil” and lack of time for rigorous analysis creates financial risk • The largest bills are more frequently audited but on average are less likely to show errors due to lack of granularity • The time consumed by GNWT staff to authorize, code and pay telecom bills is significant

14. What is TEMS? • A paperless, web-based application to replace the old paper-based FIS interface • TEMS was designed to interface with NWTel’s electronic billing system and SAM • It currently pays over 3500 phone “services” per month, each with its COA code and automatically uploads to SAM • Allows for drilldown bill verification

15. Benefits of TEMS • Cost savings – eliminates the use of paper, storage and mail costs • Automated coding and payment of invoices • Retire obsolete, unsupported infrastructure • Detailed reporting to identify high usage, long distance, incorrect charges • Threshold settings for exception reporting • Permissions-based access at multiple levels

16. Other Functionality for TEMS • Incorporation of remaining NWTel paper bills (e.g. 2 wire and 4 wire circuits) • Departments can set up TEMS to replicate their organizational hierarchy for precise reporting • TSC is looking at bringing in Bell Mobility billing as an added service • Currently TEMS is provided as a value add; further development and customization could be a shared cost

17. Chart of Accounts Coding 17

18. Sample Hierarchy 18

19. Expenditure Report 19

20. Chargeback Update • 2010-11 Chargeback Budget - $17.3M • 2011 -12 Chargeback Budget approved - $18.1M • Increase due to Collective Agreement Increases, Security staff resources for TSC, DCN Usage increase across all departments • Chargeback is driven by departmental consumption of network facilities, storage, PC support; continue to look for savings • Any surplus at end of year is pro-rated back to departments • TSC reviews chargeback rate structure annually to ensure that revenues reflect TSC cost centres • Ongoing challenges: TSC ability to absorb extraordinary costs; Anticipating usage and rate impacts on an annual basis

21. Procurement Update • TSC procures significant infrastructure and desktop hardware and software on behalf of GNWT departments - $2-3M annually • RFP and Tendering Process are guided by FAA to ensure BIP and Northern Vendor opportunities • Year-end PC purchase cut-off will be early February to ensure SAM requisitions and deliveries are completed in-year • Improved Evergreening processes to keep desktop hardware current; oldest PCs are 2006 base level • Thank you! For your help to manage SAM requisition process for Service Requests • TSC needs YOUR HELP to manage departmental PC purchases – extra PCs create increased PC Support costs • TSC and OCIO continue to review other jurisdictions to align GNWT Blackberry and other devices Policies

22. Questions/Comments?