Primary Contact. Organization Information. Application IOWAccess Funding Service desk and asset management software FY13.

Transcription

1 Application IOWAccess Funding Service desk and asset management software FY13 IOWAccess Status: Submitted Date: Submitted 08/12/2013 8:33 AM Primary Contact AnA User Id First Name* tracie.kirkpatrick@iowa.gov Tracie Kirkpatrick First Name Middle Name Last Name Title: Address: tracie.kirkpatrick@iowa.gov DAS City* Des Moines Iowa City State/Province Postal Code/Zip Phone:* Program Area of Interest Fax: Phone IOWAccess Ext. Agency Administrative Services, Iowa Department of Organization Information Organization Name: Administrative Services, Iowa Department of Organization Type: Tax ID: DUNS:

2 Organization Website: Address: City State/Province Postal Code/Zip Phone: Ext. Fax: Benefactor Vendor Number Requirements The request must be made by a State of Iowa, county, or local government agency The request must meet the mission of the government agency The proposed project must provide a benefit to the state and provide a service to the citizens of Iowa The proposed project must provide electronic access to government information or transactions whether federal, state or local The government agency can outsource management of the website to a non-profit organization, but the agency is ultimately responsible for the information contained therein The proposed project, once completed, can be shared with and used by other political subdivisions of the state, as appropriate The state retains ownership of any final product or is granted a permanent license to the use of the product Cover Sheet-General Information Authorized Official Name Title Organization Address City/State/Zip* Iowa City State Zip

3 Telephone Number Fiscal Officer/Agent Name Title Organization Address City/State/Zip* Iowa City State Zip Telephone Number County(ies) Participating, Involved, or Affected by this Proposal Congressional District(s) Involved or Affected by this Proposal Iowa Senate District(s) Involved or Affected by this Proposal Iowa House District(s) Involved or Affected by this Iowa Access Concept Paper Please check one item listed in the following 2 sections. Name of document to be reviewed and approved: Name of Document for review only: Agency: Master Agreement Purchase Master Agreement DAS-ITE RFP Reference #: Release Date: This project is requesting IOWAccess funds? Projected Cost over $50,000? Projected agency staff hours over 750? Project Cost, Funds and Funding Source Please list the Internal Resources/Costs for the purchase:

4 Annual license fees will be paid by DAS ITE. ITE will need 128 licenses renewed on an annual basis. The 128 licenses are for the intended use of DAS ITE and DHS IT Service Desks and supporting staff. Reimbursement based on percentage of public use for DAS is 60% = $ 239, ($ 106, of which is internal) Reimbursement based on percentage of public use for DHS is 15% = $ 59, ($ 26, of which is internal) FY13 Total (Phase 1)...$ 298, Please list the External Resources/Costs for the purchase: Annual license fees will be paid by DAS ITE. ITE will need 128 licenses renewed on an annual basis. The 128 licenses are for the intended use of DAS ITE and DHS IT Service Desks and supporting staff. Reimbursement based on percentage of public use for DAS is 60% = $ 239, ($ 132, of which is external) Reimbursement based on percentage of public use for DHS is 15% = $ 59, ($ 33, of which is external) FY 13 Total(Phase 1)...$ 298, Timelines: Immediate. Goal: Implementation of help desk software that allows citizens and state employees to request assistance from ITE via a customer portal. Background: DAS -ITE is currently utilizing HP Open View Service Desk System for its help desk needs. The product is purchased through Iowa Communications Network (ICN). DAS entered into an MOU with the ICN, which began in The MOU states that DAS is responsible for one-third of the software support costs. The ICN retains ownership of the HP Open View Service Desk, Align ability and Westbury software licenses. DAS retains ownership of the application server, OS licensing and back-up software. The Iowa Department of Transportation and Department of Natural Resources also utilized the HP Service Desk System and pay a portion of the cost. The ICN informed DAS that beginning January 1, 2013, HP will no longer support the HP Open View Service Desk System and sharing arrangement with DOT, DNR, and DAS-ITE will end. The ICN plans to implement HP Service Manager and has hired an implementation team to assist. The first module they plan to implement is asset management. They have not provided information about the implementation costs and have told us they will keep us informed as to when they are switching to their new help desk. Expected Results: What are the tangible and intangible benefits of this purchase for this agency and/or state government? Better on-line access for citizens and state employees who are having difficulty with IT applications. Citizens and state employees will be able to send a trouble ticket via the web. Currently, they are not able to do this on-line. More automation of processes. On boarding new employees, ordering computers, phones and other services from ITE will be automated. Improved reporting processes. Service Level Agreements will be tracked in the software and our response time will be tracked and reported on a dashboard. Schedules, alerts, and escalation will be incorporated into the ticketing system. Currently, spending time gathering a hodgepodge of data in various spreadsheets and updating this information. Reduce internal costs by hosting off-site through a cloud based offering.

5 Can these benefits be quantified in financial terms? If you answered to the above question, please explain. The reduction in cost to purchase servers and staff time to host and manage those servers can be quantified. How will you be more effective as a result of this purchase? Productivity and efficiency gains: These will occur as a result of automation, one-stop shop and internal reviews of how we are meeting our customer commitments. Streamlined support process. The new help desk software will allow service desk technicians to close multiple tickets related to the same problem and inform customers of the status of their ticket. We are not currently able to do this. In addition, information to resolve a problem will be gathered upfront and help desk staff and IT technical staff will not have to call teh customer back for more information before resolving their problem. How will service to your customers be enhanced as a result of this purchase? The customer experience will change dramatically. Customers will be able to enter a trouble ticket via the web and watch as the ticket is assigned to a technician. They will no longer need to call the help desk to find out the status for their ticket. Testing and Acceptance: A development, test and production environment will be established. Some of the Interested Parties: Citizens, agencies who use ITE as their service provider, agencies who have a need for help desk and asset management software. Some of the Recipients of this Service: Citizens using State of Iowa on-line applications, state employees requesting assistance from ITE, and internal users of the software. Standards: NA Architecture: NA Business Continuity/Disaster Recovery: This application is cloud based and will be hosted by vendor. Supporting Documentation Upload Minority Impact Statement Question # 1 1. The proposed grant programs or policies could have a disproportionate or unique POSITIVE IMPACT on minority persons. Not Applicable If YES, describe the positive impact expected from this project Indicate the group(s) positively impacted.

6 Question # 2 2. The proposed grant project programs or policies could have a disproportionate or unique NEGATIVE IMPACT on minority persons. Not Applicable If YES, describe the negative impact expected from this project. If YES, present the rationale for the existence of the proposed program or policy. If YES, provide evidence of consultation with representatives of the minority groups impacted. Indicate the group(s) negatively impacted. Question # 3 3. The proposed grant project programs or policies are NOT EXPECTED TO HAVE A DISPROPORTIONATE OR UNIQUE IMPACT on minority persons. Not Applicable If YES, present the rationale for determining no impact. Certification I hereby certify that the information on this form is complete and accurate, to the best of my knowledge. Name of Person Submitting Certification. Title of Person Submitting Certification Tracie Kirkpatrick Accounting Clerk

7 Recommendation of the State CIO to the DAS Director: Authorize this IT procurement Alternatives suggested by the State CIO (see comments below) _X_ No No _X_ Additional comments from the State CIO: Recommendation by the TEC is for approval. State CIO subsequently approved IOWAccess funding of $178,437. Combined funding of both FY 13 and FY 14 projects is $782, DAS Director s action: Authorize this IT procurement _X_ No DAS Director s signature and date: The above IT procurement concept approved by Director Carroll on 8/23/13 Comments: None.