GETS Update - March 19, 2010

Georgia Enterprise Technology Services (GETS) Update

Volume 2, Issue No. 6

March 19, 2010

Network changes are a first step toward faster, more secure Internet access

Early last Sunday morning, we completed an important step in our technology transformation. AT&T successfully implemented a change to the state network, the first of several that will lead to greater capacity and redundancy and fewer bottlenecks.

Prior to this weekend's migration, the state network's Internet traffic entered and exited the North Atlanta Data Center using the same route, causing snarls that slowed and clogged the network. Traffic now enters and exits the NADC using different routes, easing the congestion. New security perimeters using AT&T firewalls were also established, providing better throughput and failover capabilities.

Because the change occurred between 5 a.m. and 7 a.m., disruptions were minimal and agencies reported no significant issues. In fact, we are hearing about dramatically improved network performance. The Office of Planning and Budget reports being able to view streaming video from the Legislature and other live broadcasts - previously that was difficult if not impossible.

Changes over subsequent phases will separate agency traffic and route it directly to the Internet using AT&T's network, bypassing the NADC altogether. In addition, agencies will have their own firewalls that are part of the AT&T network, resulting in a stronger, centrally managed security network where problems are easier to spot and correct.

As these phases are completed over the next few months, we will begin to see improvements in bandwidth, Internet access, security and back-up capabilities. Thank you for your continuing support as we move closer to our goal.

Patrick Moore
State Chief Information Officer
GTA Executive Director

Transformation kickoff set for April 21

GTA, AT&T and IBM are sponsoring an event on April 21 focused on the state's technology transformation. The day-long event will feature a series of presentations and discussions about the enhancements being made to the state's technology environment. We will look at how they benefit your agency and the constituents you serve.

The day will begin with a general session on the state's current technology environment, what will be done over the next 12 months to make improvements and the impact of these changes. In the afternoon, breakout sessions will be held on specific transformation topics, including:

server consolidation
financial issues
Internet security

GTA Service Delivery Consultants have been working with agencies to determine agency personnel who should participate. Invitations are being mailed the week of March 22.

EUC refresh: Answers to your questions

Agencies have asked for more information about end-user computing (EUC) refresh, particularly guidelines for replacement schedules and PC configuration. Here are a few frequently asked questions. More FAQs are posted on GTA's Web site, and they are updated whenever new information becomes available.

Refresh scheduling

What guidelines govern the replacement schedule?

The goal is to replace the oldest, most troublesome machines first to reduce PC outages and disruptions of agency business.

Can the scheduling guidelines be adjusted to fit agency preferences?

For the first year, flexibility is limited because so many older, problem units need to be replaced. After the first year, there will be some flexibility in determining which PCs get replaced.

What about schedule adjustments for special agency needs or projects?

During the summer and fall of 2009, GTA requested information about the special needs of agencies and received limited response. Now that the project has started, GTA requires four months notice to adjust the schedule and budget.

Why four months notice for schedule adjustments?

Deployment schedules are set quarterly. Deviation from that schedule to handle special projects means all agencies don't get all the refresh units scheduled for them that quarter. Also, each agency has a set quarterly budget for refresh that may not cover special projects.

How are special projects accommodated in the refresh schedule?

The agency's requirements and refresh budget are assessed, and GTA and the service provider make all efforts to accommodate the request. For example, when one agency requested that refreshed PCs be included in a big office move in the fall of 2010 to save on IMAC (installations, moves, adds and changes) costs, GTA combined the refresh budget for the summer and fall quarters, and the service provider modified the schedule to accommodate the request.

PC configuration

Are configuration details available for the replacement PCs?

Yes. You will find a data sheet on the GETS Portal containing all the EUC standard configurations. Once signed in to the GETS Portal, select the Account Services tab, open the GTA Standard EUC Configurations folder, and then click on the Word document for standard configurations.

What operating system will be used on new PCs?

Replacement PCs will be deployed with Windows XP to cause the least disruption to the environment. Any OS upgrades will be treated as a future transformation project. Any older OS versions will be dealt with on a case-by-case basis.

What version of Microsoft Office will be used on new PCs?

During the refresh process, software is being carried forward to the new units in a like-to-like fashion. Software upgrades will be treated as a future transformation project.

How will agency- or user-unique software be handled when new PCs are introduced?

If the software is not available in the agency's image, the agency or the user will need to provide the media for loading the software on the new PC. Software licensing will be addressed through the Software Asset Management Program.

Briefly...

Thank you for your continuing participation in point-of-service surveys of the Consolidated Service Desk. The response rate remains high at 29.06 percent for February.

Customer satisfaction with the Consolidated Service Desk continued to exceed expected levels for the month, with IBM scoring 8.31 and AT&T scoring 8.52. The Service Level Agreement (SLA) requires a minimum score of 7.5 and sets the expected level at 8.0. Scores are based on a scale of 1 to 10, with 10 representing the most positive response.

We welcome your comments about service delivery, the state's IT transformation and related topics.

You can submit comments online or call our toll-free number to leave a recorded message.