Avanade Helps City of San Diego Avoid USD $250,000 Licensing Costs and Boost Collaboration with Messaging Platform Upgrade

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1 AVANADE CASE STUDY Avanade Helps City of San Diego Avoid USD $250,000 Licensing Costs and Boost Collaboration with Messaging Platform Upgrade San Diego Data Processing Corporation Achieves Improved Productivity for 8,200 Employees with Rapid Migration to Microsoft Exchange Server 2007 San Diego Data Processing Corporation (SDDPC) serves the City of San Diego. To simplify IT management and cut costs, the city asked SDDPC to consolidate its heterogeneous infrastructure and services on Microsoft technology. The project had a seven-month deadline to avoid license renewal fees. SDDPC chose Avanade to manage the migration of 8,200 employees and 3 terabytes of live and archived mail data to Microsoft Exchange Server The project consolidated computing platforms, saved USD $250,000 in licenses, enabled global data retention and user policies, and boosted employee productivity. OVERVIEW Industry Professional Services /Information technology Geography San Diego, California Solution Summary San Diego Data Processing Corporation partnered with Avanade to replace its aging, disparate messaging solutions with Microsoft Exchange Server Technology Microsoft Exchange Server 2007 Windows Server 2003 Microsoft Systems Center Operations Manager 2007 Microsoft Internet Security and Acceleration Server 2006 Active Directory Benefits Boosts employee productivity Lowers the total cost of ownership Improves management and service 1

2 CUSTOMER BACKGROUND San Diego Data Processing Corporation San Diego Data Processing Corporation (SDDPC) is a nonprofit provider of government IT solutions. Established in 1979 as the outsourced IT division for the City of San Diego, SDDPC provides IT and telecommunications services to more than 11,000 employees within 44 departments, ranging from the Office of the Mayor to the Fire and Police Departments. SDDPC s 250 employees also serve other government agencies in Southern California. BUSINESS CHALLENGE SDDPC is dedicated to providing high-quality IT services through responsive, reliable support and service to the City of San Diego employees. However, the city s aging, heterogeneous infrastructure made this goal increasingly difficult. Over the years, city departments acquired their own software and hardware, even developing their own methods for administering user accounts, managing document and retention policies, and designing back-up systems. This situation complicated intra-departmental collaboration and stood in the way of the city s goal to standardize security, data retention, and user account policies across the entire organization. It was Avanade s experience with so many Exchange Server migrations that enabled us to make our deadline. This key achievement saved us approximately $250,000 in Novell license fees Rick Knode Director, Computing and Communications Infrastructure, San Diego Data Processing Corporation Most departments used the Novell GroupWise 6.5 messaging and collaboration system, while the Fire Department ran a separate Microsoft Exchange Server 5.5 system and the Police Department ran an Exchange Server system with an and address sharing gateway to GroupWise. The GroupWise service did not provide a native, wireless mobile device solution, so the city used a third-party product to provide wireless synchronization of GroupWise data to Blackberry and Windows Mobile devices. Also, the city used both Novell NetWare Directory Services and Microsoft Windows 2003 Active Directory to support directory and file and print services, and the Microsoft Windows NT Server 4.0 operating system to support the Fire Department. This combination of technologies made it difficult for us to provide a consistently high level of service to all departments, says Rick Knode, Director of Computing and Communications Infrastructure at SDDPC. The city recognized that it cost more to maintain different technologies that provided the same services. With a mission-critical project underway to migrate to a single enterprise resource planning system, the city realized that it had to effect a major IT infrastructure consolidation. With a single platform with interoperable directory, file and print, and technologies, we could have more control over a consolidated IT infrastructure, upon which to build standardized user access and and document retention policies. When Jerry Sanders was elected Mayor of San Diego, he began to look at more efficient ways to operate government infrastructure. He questioned why the City was running both GroupWise and Exchange messaging systems. These questions led the City to investigate a migration to industry-predominant Microsoft technologies for messaging, directory, and file and print services. The City then charged SDDPC with the challenging project of migrating from Novell edirectory and Windows NT Server 4.0 to Active Directory 2003 domain service and Windows 2003 file and print services. This migration was a pre-requisite to an even more challenging project to migrate from GroupWise 6.5 and Exchange 5.5 to an 2009 Avanade Inc. All Rights Reserved. The Avanade name and logo are registered trademarks in the US and other countries. 2

3 enterprise-scaled Exchange 2007 system. The upgrade would involve 8,200 employees and more than 44 city departments. For a municipal government, it was an aggressive project that involved a messaging solution that had only been on the market for six months. The Mayor s management team asked why we couldn t use the industry standard for services Microsoft Exchange and Microsoft Office Outlook, says Tom Fleming, President and Chief Executive Officer at the SDDPC. The city decided to take advantage of the functionality, performance, and scalability of Exchange Server 2007 and the familiar user interface of Microsoft Outlook It became a key part of their strategic business direction to standardize on a Microsoft infrastructure. The city wanted to avoid renewing licenses for the replaced technologies, so it faced a stringent deadline. All desktops in each department were to be migrated to a standard network client, supporting a global conversion to a single and messaging platform and common file and print services within seven months. We felt comfortable migrating directory services from NetWare to Active Directory and completing the file and print migration from Windows NT Server 4.0 to Windows Server 2003, says Jody Betry, Program Manager at SDDPC. However, because of the sheer magnitude of the messaging migration and the impending deadline, we needed help with the migration to Exchange Server Avanade s consultants really went out on the ground, sitting down with any employee who needed help, right up to the Fire Chief. They were great to work with. Tom Fleming President and Chief Executive Officer, San Diego Data Processing Corporation THE SOLUTION SDDPC selected Avanade as its strategic partner to help with the migration based on its technical expertise and experience with Exchange migrations. Over the course of the project, the services provided by Avanade would cover messaging infrastructure, messaging migration, directory and network services, employee communications, and user readiness. Several Avanade team members joined SDDPC to create a high-level design of a centrally administered enterprise-wide messaging system based on Exchange Server Avanade worked with SDDPC to configure and implement Microsoft Internet Security and Acceleration Server 2006 for secure remote access to messages. Avanade also helped implement Microsoft System Center Operations Manager 2007 to manage and monitor the new environment. Before rollout to all city departments, SDDPC and Avanade implemented a twoweek pilot project that involved all 250 employees within SDDPC. During the pilot, Avanade identified and remedied potential issues that could have impacted the overall migration. Avanade s project management and their communication with the city were extraordinary. The information was often, current, and accurate, says Fleming. In addition, Avanade helped devise a comprehensive communication program so employees would understand how and when the switch would affect them. Employees were also offered training sessions at multiple locations. In just six weeks, the Avanade and SDDPC teams migrated 6,000 GroupWise users from 44 city departments including 7,200 mailboxes and 1 terabyte of data to the Microsoft messaging platform. They also consolidated 17 GroupWise post offices to four Exchange Server virtual servers with two passive servers in a single copy cluster configuration utilizing Network Appliance FAS storage. Each day, following the previous night s conversion, a migration support team 2009 Avanade Inc. All Rights Reserved. The Avanade name and logo are registered trademarks in the US and other countries. 3

4 arrived at newly-converted departments. Easily identified by their red T-shirts, the team of SDDPC and Avanade personnel remained on site to provide technical assistance and help users with the transition. Partnering closely with Avanade, SDDPC successfully rebuilt the city s messaging infrastructure two weeks ahead of the deadline. The combined efforts of the Avanade and SDDPC teams enabled a smooth transition for 8,200 city employees in 40 locations to a Microsoft-based foundation for the city s directory, file and print, and messaging infrastructures. AVANADE VALUE SDDPC chose Avanade out of five vendors who received a request for proposal. We felt most confident with the Avanade technical and project management teams experience gained from migrating tens of thousands of mailboxes to Exchange, says Knode. They referenced technologies and processes that we were familiar with, and that made us comfortable. Most importantly, Avanade was the only vendor that felt capable of meeting our extremely tight timeline. Avanade delivered value specific to SDDPC s needs in three key areas: expertise and experience, innovative solutions, and customer focus. Expertise and Experience Avanade has deep technical expertise and rich experience with Exchange Server and Windows Server deployments, as well as ties to the Microsoft organization that allowed SDDPC to gain access to the most up-to-date Microsoft technology. It was Avanade s experience with so many Exchange Server migrations that enabled us to make our deadline, says Knode. This key achievement saved us approximately $250,000 in Novell license fees due at the end of Completing this migration ahead of time provided more time for knowledge transfer and to clean up loose ends. No matter what unpredictable obstacle occurred, our Avanade consultants always had a solution based on their extensive experience. It was a pleasure working with them. Rick Knode Director, Computing and Communications Infrastructure, San Diego Data Processing Corporation Along the way, the Avanade team used its experience to achieve a streamlined deployment that kept user disruption to a minimum. From the outset, Avanade emphasized the need for clear communications and training for city employees. The team suggested providing user guides and other information on the city intranet and setting up training for end users to attend as often as they wanted. Avanade had done this before so they knew what the impact would be for our clients, says Knode. After the project, we conducted a survey and communication received very high marks. Adds Gary Lee, Manager of Messaging and Directory Services at SDDPC, The Avanade staff was extremely technical and knowledgeable. When we brought up issues, they always presented suggestions based on experience. That s worth a lot of money. Innovative Solutions The Avanade team used its experience of large scale Exchange migrations to deliver an innovative solution that addressed the project s tight deadline, including recommending a solution accelerator tool that saved time and mitigated risk. We used the tool for the GroupWise to Exchange and the Novell NDS to Active Directory migrations, says Lee. It helped with user rights and the creation of users accounts and was essential for the successful migration of all our data. The tool also provided an unexpected value-add for SDDPC. When it scoped out 2009 Avanade Inc. All Rights Reserved. The Avanade name and logo are registered trademarks in the US and other countries. 4

5 the project, SDDPC did not include the migration of almost 2 terabytes of archived GroupWise messages because of the looming deadline. Given our no delete policy, we knew we needed to move this data over to the new platform at some point, says Betry. So we were thrilled when Avanade volunteered to use the tool to migrate our GroupWise archives to personal storage table format to store in Exchange Server without impacting our schedule! Customer Focus Throughout the engagement, the SDDPC team remained impressed with the level of customer focus demonstrated by the Avanade team. That level of service was put to the test during the pilot project when wildfires broke out around San Diego, and the Fire Department s Exchange Server 5.5 system crashed. We were literally surrounded by fires and the city was turned upside down in the midst of this global migration, says Knode. Even though we scheduled the Fire Department migration for the New Year, the Avanade team worked nights and weekends to get that system back up and running, says Knode. By the time the fires were out, 1,500 Fire Department employees were on the new platform and connected to the city directory. This effort really enhanced our confidence in the team being able to meet our deadline. Avanade also bolstered SDDPC s support team and help desk with extra staff, and added Avanade migration subject matter experts to liaise between the Avanade team and the help desk. Avanade s consultants really went out on the ground, sitting down with any employee who needed help, right up to the Fire Chief, says Fleming. They were great to work with. Avanade helped us drive the schedule very hard to complete the deployment ahead of time, says Betry. They captured our business requirements and created detailed work plans, application designs, configurations, and customizations. We quickly realized how important our relationship with Avanade was going to be to the project s success. The Avanade staff was extremely technical and knowledgeable. When we brought up issues, they always presented suggestions based on experience. That s worth a lot of money. Gary Lee Manager, Messaging and Directory Services, San Diego Data Processing Corporation RESULTS Avanade helped SDDPC rise to the challenge set by the City of San Diego. Together, SDDPC and Avanade built a new operational foundation for improved IT services that boosted city employee productivity. By consolidating the city s hardware and software, SDDPC lowered the cost of ownership and improved management and service. They accomplished this ahead of schedule, despite adding additional departments and projects not within the original plan. The project cemented SDDPC s reputation for providing professional quality IT services. Avanade brought significant technical resources on site and worked side by side with our messaging team and our project team, which did wonders in terms of knowledge transfer and bringing the SDDPC staff responsible for maintenance of this infrastructure up to speed very quickly, says Knode. Boosting Employee Productivity With a common service, city employees are communicating and collaborating more efficiently. Staff can take advantage of the rich features within the Office Outlook 2003 messaging and collaboration client, including improved calendaring, contact and task management, and mobile and Web-based access to their messages. Because the new messaging platform is the industry 2009 Avanade Inc. All Rights Reserved. The Avanade name and logo are registered trademarks in the US and other countries. 5

6 standard, new employees can get up to speed quickly, instead of having to learn an outdated service. Lowering the Cost of Ownership Consolidating and standardizing on a single IT infrastructure reduces IT complexity, redundant IT services, and licensing and system integration costs, contributing to an overall reduction in total cost of ownership for the City of San Diego. The new messaging system serves more people, at the same time requiring less hardware and administration. Today, the system supports 7,900 Exchange Server users and is hosted on six Exchange Mail servers, compared to 6,000 GroupWise users hosted on 17 GroupWise Post Office servers. The new system also supports 1,050 Fire Department users migrated from 1,800 Exchange Server 5.5 mailboxes hosted on three servers. The Exchange 2007 system was designed to support all city employees. Moreover, the new solution is built to scale to more than 12,000 users. Improving Management and Service A consolidated infrastructure helps the SDDPC instigate city-wide administration and user permission polices to increase its control over the network, secure assets, and reduce administration costs. For the City of San Diego, we have increased our level of operations and support, at the same time reducing the cost of managing the infrastructure, says Knode. We are servicing 30 percent more users at the same level of staff we had a year ago. Now that we are running a leading, industrystandard service, we have more choice in purchasing third-party products to help the city achieve its business goals. For example, Avanade recommended a powerful archiving product that works with Exchange Server 2007, so SDDPC can do more to help the city develop its document and archiving policies and stay compliant with retention policies. This was an incredibly difficult project to get done in the amount of time we had, and the fact that we completed ahead of schedule is amazing, concludes Knode. No matter what unpredictable obstacle occurred, our Avanade consultants always had a solution based on their extensive experience. It was a pleasure working with them. About Avanade Avanade is a global IT consultancy dedicated to using the Microsoft environment to help enterprises achieve profitable growth. Through proven solutions that extend Microsoft technologies, Avanade helps enterprises increase revenue, reduce costs, and reinvest in innovation to gain competitive advantage. Avanade consultants deliver value according to each customer's requirements, timeline, and budget by combining insight, innovation, and the talent of our global workforce. Avanade, which is majority owned by Accenture, was founded in 2000 by Accenture and Microsoft Corp. Avanade has more than 9,000 professionals serving customers in 22 countries worldwide. Additional information can be found at Avanade Inc. All Rights Reserved. The Avanade name and logo are registered trademarks in the US and other countries. 6

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