Commonwealth of Massachusetts Executive Office of Health and by 3iHM67w7

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									Commonwealth of Massachusetts
Executive Office of Health and Human Services




                                                EOHHS Infrastructure Consolidation
                                                                &
                                                    Rationalization Program

                                                         Kick-Off Meeting
                                                           June 4, 2004
EOHHS IT Infrastructure Rationalization



                        Agenda

       •   Project Imperatives/Goals
       •   Project Organization
       •   Approach/Status
       •   Critical Success Factors
       •   Component Overviews


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     EOHHS IT Infrastructure Rationalization



        HHS Infrastructure Consolidation
            & Rationalization Goals
1.      To improve efficiency and effectiveness in the provisioning
        of HHS services to citizens by providing a steady, stable,
        state-of-the-art infrastructure to support the technology
        initiatives of the Secretariat
2.      To reduce the annual operating cost of the infrastructure
3.      To improve the reliability of the infrastructure
4.      To improve the management and utilization of the current /
        proposed infrastructure
5.      To ensure on-going upgrades to the technology to support
        the on-going business needs of the Secretariat


                                                                      2
                           EOHHS IT Infrastructure Rationalization


                                                                                                                                                                                     HHS Infrastructure
                                                                                                       Steering Committee
                                                                      Louis Gutierrez -HHS, Jim Reen-HHS, David Lewis-HHS, Bob Stack-ITD, Bethann Pepoli-ITD                      Consolidation Project Team
                                                                                                                                                                                          06/01/2004
                                                                                                             Implementation
                                                 IT Service Delivery for Office Consolidations &                                                    HHS Infrastructure Advisory Team
                                                                                                                  Team
                                                               Move Coordination                                                       T.M.Jacob, Bruce Desmond, Sue Robak, Erin Ferrari, Michael
                                                                                                            Program Manager
                                                                  Mark Thibault                                                               Motta, Jim Nally,Mark Thibault, Steve Buchner
                                                                                                            Russ Murray-HHS




                                                  Email                                Call Center                      Desktop                        Server                                                Network
             Financial                       Standardization                          Consolidation                  Standardization                Consolidation                                          Convergence
           Working Group                          Team                                    Team                           Team                           Team                                                  Team
            Erin Ferrari                      Del Dickinson                             Jim Nally                      Sue Robak                   TM (Jake) Jacob                                          Bob Brown




                                                                                                                          HHS Desktop                                                                                 HHS Network
                                                                                          ITD Call Center                                                 ITD Server                   ITD Network
               ITD Financial                                                                                             Standardization                                                                              Convergence
                                                   ITD Mass Mail                           Consolidation                                                 Consolidation                Convergence
               Working Group                                                                                                 Team                                                                                        Team
                                                  Implementation                               Team                                                          Team                         Team
               Lou Angeloni                                                                                                Sue Robak                                                                                 Bruce Desmond
                                                   Del Dickinson                         Jennifer Magrone                                                 Linda Kelly                 Lou Macinanti


               HHS Financial
               Working Group                                                                                                  Ron Medeiros                                                                               Bruce Desmond
               Steve Buchner                          ITD Representatives TBD                 Mike Beaton                     Marc Silverman                Frank Melle - ITD            Barry Spillberg                 Paul Lantieri
                                                                                                                              Maureen Newman                Chuck Harvey - ITD           Rich Glasberg                   Jay Januszewski
                                                                                                                              Mike Grace                    Ron Thompson - ITD           Joe Foley                       Ed Mead
                                                                                                                              Scott Devonshire              Mike Rainone - ITD           Jim Girardi                     April May
                     HHS                                                                  HHS Call Center                     Susan Robak                                                Bob Cullivan                    Scott Zacharie
                Infrastructure                      HHS Email
                                                                                           Consoidation                       Stephen McDermott                                          Megan Vietor                    Kevin Lynch
               Financial Team                     Standardization
                                                                                              Team                                                                                       Bob Spicer                      Paul Rodrigues
                 Erin Ferrari                         Team                                                                                                HHS Server
                                                                                            Jim Nally                                                                                                                    Bob Desroches
                                                    Mike Motta                                                                                           Consolidation                                                   David Thompson
                                                                                                                                                             Team                                                        Joyce Antunes-Barboza
                                                                                                                                                          T. M. Jacob                                                    Steve Morneau
                   Bob Pierce
                                                                                              Brian Marques
                   Resource Team Chairs               Art Hall                                Dean Fortin
                                                      Phillip Chiao                           Armand Morin                                                                                             AVAYA
                                                      Dan Lindahl                             Lila McNulty                                                  Paul Lantieri
                                                                                                                                                                                                       Verizon
                                                      Kim Young                               Deb Scanlon                                                   Dan Rowe
                                                                                                                                                                                                       CISCO
                                                      Sue Metheny                             Mike Fitzpatrick                                              Dan Lindahl
                                                      Dan Lindahl                                                                                           Jim Ganoe
                                                      Hugo Munoz                                                                                            Pat Lynch
                                                      Pat Lynch                                                                                             Teresa M. Mace
                                                      Paul Conlon                                                                                           Bill Legare
                                                                                                                                                            Mark Moriconi
                                                                                                                                                            Steve Wright




G:\TechOps\Tech Ops\MA Agencies\EOHHS\ITD&T Plan\InfrastructureRationalization\LG Presentations\



                                                                                                                                                                                                                                                 3
                High-level Approach

1.   Determine future standard operating environment (SOE)
2.   Determine/Define future operations model & chargeback
     mechanism
3.   Develop total cost of ownership and return on investment
     (TCO/ROI)
4.   Gain approvals and funding for component consolidation
     project
5.   Develop implementation plan (Scope, Schedule & Budget)
6.   Gain approval for implementation plan
7.   Staff plan and implement
8.   Post implementation review
9.   Review and close project


                                                                4
      EOHHS IT Infrastructure Rationalization



          Status of Near Term Deliverables
                              As of 6/1/2004


Project                     Vision       SOE      TCO/ROI    Impl. Sched
Network Convergence        Approved    Approved   Approved     Approved
Server Consolidation       Proposed      Draft      Draft        Draft
Desktop Standardization    Approved    Proposed   Proposed     Proposed
Call Center Consoidation   Approved      Draft      Draft      Proposed
E-Mail Standardization     Approved    Approved   Proposed     Proposed




                                                                      5
EOHHS IT Infrastructure Rationalization



      Critical Success Factors
              •   Collaboration
              •   Planning
              •   Communication
              •   Resources
              •   Funding
              •   Communication


                                          6
EOHHS IT Infrastructure Rationalization
Network Convergence




         Network Convergence




                                          7
      EOHHS IT Infrastructure Rationalization
      Network Convergence

                 An HHS-wide solution for Voice and Data communications that is consistent with
Vision Goal      the Commonwealth’s goals :

                  • Improves access to service with integrated messaging and extension mobility

                  • Simplifies administration

                  • Reduces usage charges by taking advantage of Toll by-pass.

Current State    Agencies individually acquire voice and data services:

                Voice:
                  • For 247 agency offices, located at 211 physical sites, we have 200 PBX’s, 47 Centrex
                    systems, thus we have multiple systems located at the same physical site being
                    serviced by different vendors
                  • Many of the currently owned PBX’s are at the end of their useful life
                  • We use 73 unique vendors to acquire these services
                  • Current expenditure is $8.5M for voice

                Data:

                  • For 247agency offices, located at 211 physical sites; there are 36 locations with
                    duplicate and thus unnecessary data circuits
                  • Most of the routers on these circuits are at end of life and will need to be upgraded
                    within the next 12-24 months at a cost of $25,000 per location
                  • Current expenditure is $3.5M for data


                                                                                                            8
       EOHHS IT Infrastructure Rationalization
       Network Convergence



Future State    HHS wide integrated & converged network services:

                  • Voice and Data services are treated as a commodity with one organization
                    responsible for all of HHS, with ITD assuming this function in FY05

                  • Voice and Data infrastructure is completely refreshed and upgraded over the course
                    of 36 months at no cost to the agencies

                  • The number of vendors is reduced and better rates are negotiated; net cost of $11.8M
                    to HHS as a whole will not change

                  • We take advantage of Voice over IP technology to reduce the cost of interoffice calls
                    (toll bypass)

                  • Agency’s have one centric support organization that will handle all of the voice and
                    data issues

User Benefits   Voice Benefits
                   With First Site Implementation
                     Same direct Inward dialing number as today
                     New hand/head sets
                     Enhanced voice mail environment
                     Enhanced call center features
                   As additional HHS sites come on line
                     Cost saving from toll by pass
                     Integrated voice mail services
                     Integrated/coordinated dialing plan
                                                                                                           9
EOHHS IT Infrastructure Rationalization
Server Consolidation




              Server Consolidation




                                          10
       EOHHS IT Infrastructure Rationalization
       Server Consolidation



                 An HHS-wide standard solution for server computing that will support HHS’ current
Vision Goal      and future operations and initiatives :

                • Provide server resources in the most cost efficient manner taking advantage of hardware
                  and software economies while meeting the current and future business needs
                • Provide standardized operating environments which ensure interoperability across HHS
                  environments
                • Provide standard service offerings that minimize non-standard solution
                • Provide centralized monitoring and management of enterprise-wide computing resources



Current State    HHS has a disparate combination of agency owned and ITD owned servers which
                 impacts cost, complexity, and risk :

                  • For 247agency offices, located at 211 physical sites we have 783 servers, with
                    approximately 375 in Boston. Approximately half of all our servers are over 3 years old
                    and thus are candidates for technological upgrades
                  • The majority of HHS owned servers are Windows based (approximately 600), others
                    are running Novell, AIX, HP/UX, Linux.
                  • OEMs such as HP/Compaq (430), Dell, IBM, Data General, and NEC
                  • No planned replacement programs through HHS
                  • Current expenditure is $4.1M/year



                                                                                                        11
      EOHHS IT Infrastructure Rationalization
      Server Consolidation


 Future State   Providing standard and consistent server computing services to all HHS sites

                 • Servers are rationalized over the course of 36 months
                 • Server resources will be treated as a commodity with one organization responsible
                   for all of HHS
                 • Increased server capacity available on demand
                 • Reduced number of vendors




User Benefits   Server Benefits

                 •   Simplified administration
                 •   Reduced hardware maintenance costs
                 •   Reduced system software license and maintenance costs
                 •   Reduced number of hardware and software offerings will allow HHS to achieve
                     greater economy of scale in purchases




                                                                                                   12
EOHHS IT Infrastructure Rationalization
Desktop Standardization




          Desktop Standardization




                                          13
        EOHHS IT Infrastructure Rationalization
        Desktop Standardization


                    An HHS-wide standard solution for end user computing that will support HHS’
 Vision Goal        current and future operations and initiatives :

                •     Provide a standard desktop hardware and software operating platform that will
                      ensure a consistent computing capability throughout HHS facilities
                •     Provide an efficient and effective Desktop Support model that will ensure End-
                      Users receive responsive and timely technical system support, troubleshooting and
                      resolutions
                •     Implement a technology replacement plan based on the a combination of business
                      and technical drivers

Current State       Agencies individually acquire end user computing solutions with no current
                    replacement plan:

                •     HHS currently has over 18k Desktops, supplied by 5 OEMs, running 5 different
                      Operating Systems
                •     The average age of HHS PCs is double the industry average; PC refresh cycles of
                      3-4 years are the industry norm
                •     Multiple support models across the Secretariat; from self help to IT Site Managers
                      or PC Coaches
                •     Desktop images, software licenses, and hardware and software inventories are
                      managed at the different levels (e.g. local office, regional office, agency, etc.)
                •     Current expenditure is $5.5M for Desktops with no planned refresh




                                                                                                      14
         EOHHS IT Infrastructure Rationalization
         Desktop Standardization



Future State    HHS Customer Services Organization providing standard and consistent
                 computing services to all staff

                  • HHS Centralized Desktop management
                  • IT technical support staff will be the front line, first responders to any and all IT
                    Infrastructure issues
                  • Technical support staff will be assigned to one or more sites depending on the
                    number of staff and/or IT equipment components
                  • A planned refresh period on a three-year cycle for desktops across the
                    Secretariat for a net cost of $7.9m with a planned refresh


User Benefits   Desktop Benefits
                   Planned PC Refresh will improve PC performance and reliability as well as
                    increase end user productivity
                   Limited number of Hardware Configurations and Software Images in the
                    environment will provide OS and Application Compatibility which will improve the
                    ease of file sharing throughout the Secretariat
                   Standardized IT Support model will ensure timely problem resolution and
                    consistent level of support




                                                                                                            15
EOHHS IT Infrastructure Rationalization
Call Center Consolidation




           Call Center Consolidation




                                          16
      EOHHS IT Infrastructure Rationalization
      Call Center Consolidation


Vision Goals    HHS wide integrated, centrally managed call center infrastructure

                •   Integrated channel management workflow
                •   Standard set of diagnostic tools
                •   Access to a comprehensive asset management environment
                •   Enterprise wide policies, procedures, workflow, business rules, escalations, and
                    approvals
                •   Standardized information disbursement , knowledge management , and change
                    management
                •   Internal and external Service Level Agreement oversight and management
                •   Centralized hardware performance repository to examine cost / impact analysis
                    and assist with future procurements and contract management
                •   Complete, comprehensive, ‘one stop shopping’ customer management and care.
                •   Standardize – hours, offerings, methodologies, tool sets, approaches, feedback


Current State   HHS has a disparate combination call center infrastructures serving a wide
                  range of customers with no interoperability or integration:

                •   There are over 30 different HHS Call Centers
                •   61 Core HHS Applications are being supported to varying degrees
                •   Agencies in HHS do not use the same problem ticket tracking mechanism
                •   Size, scope, and operational procedures and offerings, differ greatly across HHS



                                                                                                       17
      EOHHS IT Infrastructure Rationalization
      Call Center Consolidation




Future State    Consistent integrated IT management infrastructure supporting:
                •  Problem Management
                •  Customer Management
                •  Asset Management
                •  Vendor Management
                •  Change Management
                •  Service level management




User Benefits   Call Center Benefits

                •   Increased responsiveness to problem resolution
                •   Improved operational efficiency
                •   Improved customer satisfaction
                •   reduced operational cost




                                                                                 18
EOHHS IT Infrastructure Rationalization
Email Standardization




          Email Standardization




                                          19
         EOHHS IT Infrastructure Rationalization
         Email Standardization




 Vision Goal        An HHS-wide messaging platform that will enable HHS to communicate more
                    effectively

                •     Standardize the messaging infrastructure and implement common administrative
                      procedures, enhancing productivity, and lowering support costs.
                •     To provide an efficient and effective Messaging Support model that will ensure End-
                      Users receive responsive and timely technical support, troubleshooting and
                      resolutions


                    Multiple messaging solutions are currently in place across HHS with varying
Current State       support and licensing models

                •     HHS currently has over 18k email clients using 3 different messaging platforms
                      across 14 local email systems and MassMail
                •     Multiple support models across the Secretariat; Agency level support and
                      outsourced (ITD)
                •     Most of the software, licensing and support costs are managed by individual
                      agencies using different models




                                                                                                       20
         EOHHS IT Infrastructure Rationalization
         Email Standardization




Future State
                Messaging will be single platform system supporting all HHS Agencies

                  •   Standard Email client
                  •   Centralized support
                  •   Secure Internet accessible Web client that will not require the use of a VPN
                      certificate
                  •   Consistent cost regardless of the size of the individual Agency.




User Benefits   Messaging Benefits

                     Standardized look and feel of email client
                     By standardizing the infrastructure and implementing common administrative
                      procedures, there will be enhanced productivity, and lower support costs.
                     Standardized IT Support model will ensure timely problem resolution and
                      consistent level of support




                                                                                                     21
EOHHS IT Infrastructure Rationalization
Financial Status




                   Financial Status




                                          22
         EOHHS IT Infrastructure Rationalization
         Financial Status


                 HHS wide financial model to fund the Infrastructure Consolidation & Rationalization
Vision Goal      efforts and provide future funding streams for ongoing support and technology
                 refresh.

                    •   Reduce duplicate fiscal efforts associated with IT planning
                    •   Pool funding and leverage all means available to get the most for our money
                    •   Streamline and Track IT Spending




Current State   Agencies individually forecasts IT budgets, negotiates and purchases services and
                 monitors IT Spending:

                    •   Little to no coordination of purchasing power
                    •   Inconsistent approaches for financing infrastructure components
                    •   The current Total Cost of Ownership for the HHS existing infrastructure is $27.4M




                                                                                                            23
      EOHHS IT Infrastructure Rationalization
      Financial Status




Future State    Planned revenue streams for HHS infrastructure support and required technology
                 refresh:


                  •   Centrally managed IT procurements leveraging purchasing power
                  •   Move towards leasing all equipment possible to make the most of our investments
                      and ensure that replacement of the infrastructure occurs
                  •   Projected Total Cost of Ownership (TCO) for HHS Infrastructure would be cost
                      neutral to HHS


User Benefits   Financial Benefits

                     Upgrade our existing infrastructure to support our agencies business goals while
                      maintaining level IT Spending
                     Improved cost efficiencies
                     Provide for a predictable budget




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EOHHS IT Infrastructure Rationalization



     Presentations will be posted at the site noted below




        http://www.state.ma.us/itd/itleaders/index.htm
                             Or
         http://146.243.72.170/HHSCollaboration/93




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