Conferencing Services

Transcription

1 Audio/Video/Web Conferencing Services Oregon Digital Government Summit Shared Services: Best Practices and Opportunities June 13, 2011 Derek Abrams, Manager - OSU Managed Communications Services Sean McSpaden, Oregon Deputy State CIO

2 Agenda Background Setting the Stage Transition What we did Operations Now & in the Future Best Practices/Lessons Learned Closing/Questions 2

3 Background Setting the Stage Department of Administrative Services Mid-90s: Audio & Video conferencing services provider 2009 Budget requests permanent staffing Legislative direction - get out of the business AT&T & ilinc Communications Statewide Price Agreements (Audio & Web) Need for Amendments (Service Offerings & Pricing) Other Web Conferencing Services OSU Managed Communications Services Mid- 90s: Nearly identical Audio and Video conferencing services to those offered by DAS at a lower price 3

4 Background Setting the Stage DAS Customers/Stakeholders (100 +) State Agencies, Boards and Commissions Local Governments Community Colleges, Schools and Education Service Districts Estimated Volumes (all providers) Audio Conferencing Minutes ~16 Million Annually Video Conferencing Minutes ~ 1.5 Million Annually Web Conferencing Unknown (Multiple service providers) 4

5 Un-Managed Marketplace Limited economies of scale. Varied pricing Inconsistent offerings. Varied service levels 5

6 Background Setting the Stage July 2009 to April 2010 Stakeholder meetings & requirements gathering Baseline Analysis Current environment Alternatives Analysis Internal, outsource, hybrid offering May DAS Director s Office decision DAS Operations TSC to discontinue providing Audio & Video conferencing services to state agencies and associated customers by December 31, 2010 Single point of accountability assigned Deputy State CIO Formed Multi-Divisional & Multi-Agency Project Team Operations Division Technology Support Center State Data Center State Services Division State Procurement Office Enterprise Information Strategy and Policy Division Key State agency customers ODOT, DHS, DOJ, Education, Corrections 6

7 Transition What we did Audio, Video & Web Conferencing Services OSU Managed Communications Services Derek Abrams, Manager Sean McSpaden, Oregon Deputy State CIO 7

8 Transition What we did Contracts DAS Audio/Video Conferencing Bridging Equipment Re-establish maintenance & support contracts during transition Audio Conferencing AT&T Price Agreement #4124 Amendment (to reduce pricing) Video & Web Conferencing (Video & Web) AT&T Price Agreement #4124 Amendment to enhance service offering and reduce pricing (Web) ilinc Communications Price Agreement #9782 Amendment to enhance service offerings and reduce pricing Potential RFP Full outsourcing (discontinued Sept. 10) 8

9 Transition What we did DAS ilearnoregon Strengthened partnership with DAS ilearnoregon Enhanced access to ilinc Web Conferencing and ilinc Virtual Classroom seats/capabilities to thousands of ilearnoregon state and local government customers Stakeholder/Customer Communications Face to face meetings with key customers status updates on a monthly basis Web conferences and forums Multiple training events (AT&T, ilinc) 9

10 Transition What we did OSU Managed Communications Services May 2010 Initial Contact made re: transition of DAS equipment to OSU to augment their service offering June /July 2010 Meetings held to discuss equipment transfer and potential for full transfer of service delivery responsibility September 2010 Internal Decision made to discontinue work on full outsourcing RFP and instead focus all resources on transition of DAS Audio & Video conferencing services to OSU Nearly identical service offerings. Geographic reach. Upgraded and supported equipment. Lower pricing. Roadmap to the future. October 2010 Customer Stakeholder meeting held. Customers endorsed transition to OSU November December 2010 Intergovernmental Agreement executed between DAS and OSU. Transition executed on December 20,

11 Managed Marketplace Primary Partners RS TNER PART 11

12 Managed Marketplace Supporting Networks NETW WORK KS NERO 12

13 Managed Marketplace DAS Authority Agency Market Place AT&T OSU-MCS OSU MCS ilinc Services Partners 13

14 Managed Marketplace Awards Providers Contracts & SLAs DAS MARKET PLACE Delegated Authority IAA & SLA IAAs & SLAs MCS Network Partnerships Partnering Advisory &S Services State Agencies 14

15 Operations Now & in the Future Audio & Video Conferencing Services OSU Managed Communications Services Derek Abrams, Manager 15

16 Network Demographics GEM + NPOs 16

17 Rate Model Change & Sustainability Requires a Service Model Change to Ad-Hoc Hoc. 17

18 Video Utilization Trends & Cycles Defined Patterns Though Use Increasing 18

19 Audio Utilization Trends & Cycles Patterns Less Dramatic Than Video Usage Still Increasing 19

20 Audio vs. Video Trends Dip in Service Uncertainty 20

21 Service Upgrades & Enhancements Transition / Upgrade New Assets Complete Billing Transfer Network Upgrade New Ad-Hoc Self-Provisioning TeleHealth Services 1-2Q11 1-2Q11 2-3Q11 3Q11 4Q Additional 90CP Ports Additional 90CP Ports Infrastructure Upgrade to N+1 Conversion of Legacy & Additional i CP Ports ITU.E164 Global Sync Lync Integration/Federation Tandem NWAX X2X SIP Trunking Virtual & Managed Services 21

22 Best Practices/Lessons Learned OSU Managed Communications Services Derek Abrams, Manager Sean McSpaden, Oregon Deputy State CIO 22

23 Best Practices/Lessons Learned Current State Assessment Spending time up front to identify and document the current operational state of a program/service is of prime importance Packaging of Service Offerings Need to package services, processes & systems so they can be turnkeyed to another provider (i.e. another agency provider or outsourced to a vendor) in a more seamless and less disruptive manner. Multi-Channel Communications Must establish multiple channels of communication (vertical and horizontal across organizations) especially where multi- jurisdictional/agency initiatives are concerned. Communications: Single Point of Contact For any transition initiative, must ensure and maintain a single point of contact between stakeholders and the project team 23

24 Best Practices/Lessons Learned Priority Management Volunteer resources & competing organizational priorities can reek havoc Assign dedicated project management and team resources As a state government, the tendency is to look to an organization like DAS for all shared services Shared services should be provided by the organization that is best able to provide the best value for all Need to think outside the box...beyond our own jurisdictions. Wherever possible, customers need choice, even for utility services. Managed marketplaces (hybrid services) can provide best value Combined value of internal and private sector service can be greater than the sum of their parts. 24

25 Closing/Questions Better Together 25

26 Resources OSU Managed Communications Services AT&T Conferencing Services ilinc Conferencing Services Software.shtml 26

27 Contacts Sean McSpaden, Oregon Deputy State CIO Phone: Cell: Derek Abrams, Manager OSU Managed Communications Svcs. Phone: (541)