Chief Information Office

Technology ServicesTechnology ServicesDr. Scott Muri, CIO

An Overview & Discussion with the Privatization Advisory Committee

Vision, Mission and Purpose

Vision CMS provides all students the best education

available anywhere, preparing every child to lead a rich and productive life

Mission To maximize academic achievement

by every student in every school

Technology ServicesTechnology Services

The Chief Information Office is responsible for the planning, implementation and support of information technology for schools

and administrative offices in the district. We support NC WISE, classroom technology devices and software applications, computer

equipment, telephones, Lawson and My Time business systems.

FTE – filled 13FTE – unfilled 1CTE 0Contractor 6PT or Temp 0

FTE – filled 16FTE – unfilled 1CTE 0Contractor 7PT or Temp 0

FTE – filled 33CTE 3Contractor 8PT or Temp 0

FTE – filled 6FTE – unfilled 0CTE 0Contractor 0PT or Temp 0

FTE – filled 16FTE – unfilled 2CTE 0Contractor 7PT or Temp 0

Chief Information Office Hierarchy

• 168 schools throughout Mecklenburg County

• 141,000 students

• 18,800 teachers, support staff and administrators

•7,931 classrooms

• 624 computer labs

• 58,448 desktops and laptops

• 11 Help Desk Staff

•3 Network Engineers

•15 Systems Engineers

Technology Support for SchoolsOverview & Scope

–Mecklenburg County 546 Total Square Miles

CMS District

Chief Information Office

Business SystemsBusiness SystemsKay Hall, DirectorKay Hall, Director

Business Systems Technology• Provide service and support to CMS business operations

• System Maintenance

• Assist in district business process improvement

• Provide access to Employee Self-Service for over 18,000

employees

• Provide Help Desk support and training for related

systems

Chief Information Office

Data Center Data Center OperationsOperations

Susan Manning, DirectorSusan Manning, Director

Data Center Operations

• Manage the infrastructure which supports the operation of CMS

• Help Desk

• Technical Services

Chief Information Office

Information Systems Information Systems & Support& Support

Cindee Matson, DirectorCindee Matson, Director

•Systems Support

•Cabling Design and Deployment for video, voice & data for all district sites

•Infrastructure Design and Deployment of network electronics and wireless

•Telephone Support, Deployment and Management of Digital Phone Systems (VoIP)

•Quotations•Purchasing Quotes for District Hardware such as computers, printers , and Interactive White Boards

•Video Conferencing/Distance Learning/Closed Circuit

•E-Rate and Compliance

Information Systems & Support (IS&S)

Chief Information Office

Instructional Instructional TechnologyTechnology

Jerry Shepardson, DirectorJerry Shepardson, Director

• Technology Integration Resource to Principals and Staff in 168 Schools

• Technology Training for Instructional Staff to effectively utilize various instructional resources and applications

• Manage CMS Wiki as an effective communication tool

• Instructional Software Installations Coordination and Support

Instructional Technology (IT)

Chief Information Office

Student Applications Student Applications & Web Development& Web Development

Jay Parker, DirectorJay Parker, Director

•Management of the Student Information Applications

•Administration of the Data Warehouse

•CMS Web Page Publishing, Coding, and Design

Student Application & Web Development

Hardware Repair, Support and Installation

1995-Current Southeastern Technology Group

1999-2001 Data Networks

2001-02 Millennium Technologies

2002-06 Pomeroy

2006-Current Fortress Systems International

2001-02 Hardware Repair Costs

School YearNumber of Computers Annual Cost Cost Per Device

2001-02 27,020 $140,600 $5.20

2011-12 58,448 $122,100 $2.09

Current analysis

116% increase

$18,500 < original cost

40% < than original cost

Infrastructure Repair, Support and InstallationPrevious and Current Usage

•AFL•Pomeroy•DataCom•CNIC•Universal•Professional Teleconcepts

Data Center Support Used

•Southeastern Technology Group

Assistant Director (3)

System Engineers

(15)

•Manages overall support for technology. Provides on-site and remote technical troubleshooting for workstations, servers, printers, network devices, VoIP phones, Interactive Whiteboards, smart devices, software and other hardware components.

Technology Support for Schools – Roles Defined

Senior System Engineers (5)

•Data Center Operations•Information Systems & Support•Student Applications and Web Development

•Data Center Operations•Information Systems & Support

•CTE•Instructional

Help Desk Coordinators

(11)

Network Engineers

(3)

Responsible for planning, implementation and support of network connectivity for schools and administrative offices. They ensure data, communications devices and the Internet is highly available. They support over 12,000 network electronics devices.

•Business Systems Technology•NC Wise•Technology Services

Technology Support for Schools – Roles Defined Continued

Contracted Technology Services Roles- Defined

Technician(1)

Data Center Technical Services

(4.5)

Hardware Repair

(6)

Provides technical service for data, video and voice , including CATV, CCTV, wireless network systems and cabling.

Provides network services and network access accounts•Network Services and network access accounts (over 200,000)•Information & Platform Management•Security Operations•Technical Architecture•Information Security•Email administration (22,000 accounts and 190 million messages per month) and email filtering•Data Storage (600 Terabytes)•Internet Access, including Web Security Filtering•Server administration for 300 servers

Provide on-site warranty and non-warranty computer ,printer and UPS hardware repair services.

Senior Network

Engineer (1)

Computer and printer installation. Testing, deployment and packaging of software.

Design and develop network infrastructure. Prepare bids and negotiate with vendors. Project management of network related projects.

Contracted Technology Services Roles- Defined Continued

Install/Deployment(As needed)

Staffing Overview37 Dedicated Employees

Racially Diverse

Currently, Technology Services spends $1.1+ million on Contracted Services

Service Number of Staff Hourly Rate Annual Cost Other

Technician 1 $39 $78,000.00

Data Center 4.5 $93 750,000

Hardware Repair 6 $9.78 $122,100.00

Install/Deploy As needed $90 per device plus $30 for each additional piece

of softwareSenior Network Engineer 1 $85 $176,800.00

Total Annual Cost (varies based on install/deploy) $1,126,900.00

When Considering Outsourcing Any Tech Services, we have Applied Six Key Criteria

1. Direct Student Contact - the safety of our children is paramount. Similar CMS standard of employee screening should be applied

2. Significant, Sustainable Cost Savings Delivery – that largely outweighs any impact to the schools

3. Stand Alone Services – which can be discreetly carved out with no residual, negative operational impact

4. Areas of CMS Marginal Expertise/Resourcing – where an external vendor can do it better and cheaper with little to no risk

5. Low Risk – relatively easy to ensure service quality & maintain service levels with minimal difficulty to return in-house

6. Minimal RIF Impact to CMS Employees

Understanding the Criteria for Consideration

To recommend to the BOE -- on Feb 14, 2012 – additional outsourcing opportunities within key areas of CMS that deliver on the following criteria:

• People – minimize negative impact to CMS employees -- reduction in force/salary/benefits, shifting of work responsibilities

• Money - return of substantial, ongoing net savings to the CMS Operating Budget when brought to scale

• Service – maintain or exceed current service levels and service quality to key stakeholders in support of student achievement

• Risk – minimize scope of risk to CMS – ease of returning service in-house

• Measurement – ability to reliably project and measure the most critical aspects of the outsourced effort – $ savings, service quality, etc.

People Selection would result in reduction in force

affecting current CMS employees Selection would affect significant number of

current employees, if brought to scale

Understanding the Criteria for Consideration Breakdown

Time Procedures for support are currently in place and implemented based on defined priority timeline.

Money Savings issue example below, no substantial savings when brought to scale and no net savings to the CMS operating budget

Understanding the Criteria for Consideration Breakdown

Risk•Distribution of passwords, network and server risk

•Background checks are not real-time

•Safety for our staff and students

•Learning environment hazard, disruptive to daily instruction due to lack of school/support rapport affecting student achievement

•Badges and access costly due to high turnover rates

•Data security risk

Understanding the Criteria for Consideration Breakdown

Service/Support Procedures for support are well-defined and implemented:

Priority 5 -Resolution contingent upon project scope, printer replacement, and renaming of computersPriority 4 -Initial contact made via phone, 80% resolved within 10 business days; classroom printing and computersPriority 3 -Respond within 48 hours , 90% resolved within 5 business days, computer labs and Interactive White BoardsPriority 2 -Respond within 24 hours , 90% resolved within 2 business days, server based applications and school administrative personnel Priority 1 -Respond within 1 hour , 95% resolved within 24 hours, server or major systems down or active testing period

Understanding the Criteria for Consideration Breakdown

Our Employees Enable Us to DoSignificantly More at a Significantly Less Cost

Computer Installations

TeamActual install

time

Number of Computers

InstalledTime

Frame Cost to District Savings

Systems Engineers 10 minutes 23,399 18 months $0 in-kind installs and

$584,975 for storage, delivery,

set-up and removal

$2,105,910

Contractor 3.5 hours 1,312 10 months $253,000 $0.00

Our Employees Enable Us to Doat Less Cost

Senior Network Engineer

Senior Network Engineer Hourly Rate Annual Cost Savings

Contracted $80 - $95 $186,000$0

Full-Time Employee

$100,699 with

Benefits

$85,201

Our Employees Enable Us to DoSignificantly More at a Significantly Less Cost

Deployment of Software

What Actual install time Contractor Cost FTE Cost

Deployment of new browser version in SY 2010-11

80 hours $72,000 $77,362 annually including benefits

Packaging and remote deployment of nine software titles; update plug-ins in SY 2010-11

$63,385 $0

Total $135,385 $77,362

Technician•Annual cost of $78,000 for contractor, would require a pay grade of 8/$88,214 salary and benefits plus•Costly material required – truck, ladders, testers, hand tools•Certifications required – BISCI manufacturers certifications to maintain warranty•Can utilize contracting company at peak times for additional support with little or no down time

Hardware Support•Six full-time employees provided for an annual cost of $122,100.00 or $20,350 per employee, would require a pay grade of 6/$67,917 salary and benefits plus•Cost of trucks, storage, tools•Certifications required by manufacturer to maintain warranty•Potential charges for untimely returns of warranty parts

Technical Services

These contractors enable us to do significantly more with a significantly lower cost

What This Is an informed preliminary assessment of the viability of some

initial outsourcing options This IS NOT a recommended list of areas to outsource

Color Index likely will not satisfy criteria OR risk of failure to CMS is high

could meet criteria but more information needed

likely will satisfy criteria

? externally driven by bidding process

Understanding the Assessment Tool

  EngineersAD IS&S -1

Network IS&S -3 Systems IS&S-

15; Senior IS&S;3 Senior DOC-2

Help Desk

DOC-8 Lawson -2

NC Wise - 3

Technician

IS&S – 1

Installation and Deployment (As Needed)

HardwareRepair

6

Data Center Technical Services

(4.5)

PEOPLE result in CMS employee RIF, salary, benefits; affect significant # employees at scale

 

MONEYresult in return of ongoing net savings to CMS Op. Budget

 

SERVICE negative impact on service quality

 

RISK result in significant risk to CMS

 

MEASUREMENT can be measured/evaluated

 

OVERALL ASSESSMENT

Technology Services Preliminary Outsourcing Assessment