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An Overview & Discussion with the Privatization Advisory Committee

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1 An Overview & Discussion with the Privatization Advisory Committee
Chief Information Office Technology Services Dr. Scott Muri, CIO An Overview & Discussion with the Privatization Advisory Committee

2 Vision, Mission and Purpose
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 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.

3 Chief Information Office Hierarchy
Chief Information Officer (FTE) Assistant (FTE) Business Technology Systems Data Operations Information Systems & Support Instructional Technology Student Applications and Web Development FTE – filled FTE – unfilled CTE Contractor PT or Temp FTE – filled FTE – unfilled CTE Contractor PT or Temp FTE – filled CTE Contractor PT or Temp FTE – filled FTE – unfilled CTE Contractor PT or Temp FTE – filled FTE – unfilled CTE Contractor PT or Temp

4 Technology Support for Schools Overview & Scope
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 Mecklenburg County 546 Total Square Miles CMS District

5 Chief Information Office
Business Systems Kay Hall, Director

6 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 Provide support to: Finance, human resources, inventory management, textbooks Procurement, payroll, warehousing, child nutrition System Maintenance: Lawson ERP (Enterprise Resource Planning software) Kronos Time and Attendance (MyTime) Materials Management Information System (MMIS)

7 Data Center Operations Susan Manning, Director
Chief Information Office Data Center Operations Susan Manning, Director

8 Data Center Operations
Manage the infrastructure which supports the operation of CMS Help Desk Technical Services Manage the infrastructure: accounts (over 22,000) and filtering, processing 190 million s per month Network access accounts (over 200,000) for all employees and students Over 300 servers that run the Internet, MyCMS and over 500 other CMS applications Data storage (600 Terabytes) Network infrastructure including data lines to all 198 CMS locations with uptime of over 99% Internet access lines including Web Security Filtering Anti-virus support and rolling out software updates to desktops Help Desk staff supporting all CMS staff Staffed by 7 Help Desk Coordinators, pay grade 5 (59,703) and one Manager, pay grade 8 (88,214). Total annual issues coming in to the Help Desk - 53,776. The Help Desk resolved 31,806 of these for a percentage of 59% first call resolution. One Director of Data Center Operations, one Asst. Director and one Sr. Admin. Secretary with a staff of 4 other employees. These employees provide management, purchasing and budget functions. NC Wise Security and Database infrastructure UNIX administration, DBA SQL support and Second level Help Desk Support. The majority of the technical services are administered with a contracted services budget of somewhere between $700,000 - $800,000. With the current company this provides us with 4 to 4.5 FTEs (the actual engineer may change as projects change throughout the year). CMS is not responsible for PD for these engineers to keep them current on technology. Functions provided: Network Services and network access accounts (over 200,000) Information & Platform Management Security Operations Technical Architecture Information Security administration (22,000 accounts and 190 million messages per month) and filtering Data Storage (600 Terabytes) Internet Access, including Web Security Filtering Server administration for 300 servers In comparison, the Technical Services Department at Mecklenburg County has a staff of one Director, two Senior Managers, three Managers and 30 employees that handle similar Technical Services duties. The median base salary for Charlotte, NC for a senior technical engineer is $120,000. With the CMS salary structure, the pay grade that I could hire a similar position into would be 9 with a base salary of $79,290. The CMS salary structure does not allow us to hire experienced technical staff, paying at, or close to, market rate.

9 Information Systems & Support Cindee Matson, Director
Chief Information Office Information Systems & Support Cindee Matson, Director

10 Information Systems & Support (IS&S)
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 Ssupport Tickets received from Help Desk, for computing devices, monitors, Interactive Whiteboards, Servers, VoIP telephones, Smart Devices, Network 49,000+ computers 16,000+ printers Telephone VoIP initiative to save money on telephone bills while running phones over data lines; save on moves; save on infrastructure, only need one drop instead of one data and one voice Digital handsets running over telephone lines in schools as well as alarms, fax machines, and elevators Voic implementation, setup, and support Cellular Support, 355 Smart Phone users and 500 cell phone users Video Support for VC and CC systems for all sites Support and training for Distance Learning Design, implementation, training and support of closed circuit systems in schools Erate Managing , implementation and compliance of Federal funds received based on Free and Reduced lunch for Priority 1 and 2 services Provides district with Two to Four Million dollars of funding per year

11 Instructional Technology Jerry Shepardson, Director
Chief Information Office Instructional Technology Jerry Shepardson, Director

12 Instructional Technology (IT)
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 Tech in Classroom training for Instructional staff to Effectively use: Over 3000 Interactive whiteboards currently installed (SMART & Promethean) Digital Citizenship 21st century tools for Effective Teaching and Communication Technical Training for all 168 School-Based Tech Contacts Produce weekly podcasts covering current topics in Educational Technology Develop, Plan, Organize 2 Day Summer Technology Conference 255 PD opportunities have been provided since July 1 Manage WIKI: Over 20,000 Users (Students, Teachers, Department) w/ 7,800 websites

13 Student Applications & Web Development
Jay Parker, Director Chief Information Office

14 Student Application & Web Development
Management of the Student Information Applications Administration of the Data Warehouse CMS Web Page Publishing, Coding, and Design Management of the SIA NC Wise, Teacher Grade Book, and Parent Assistant Credits, GPA, Transcripts, Courses, Scheduling, Class Rank, Report Cards, Progress Reports, Authorized source for Athletic Eligibility, Incidents, Immunizations, and Graduations Instructional staff training and Help Desk support Data Warehouse Repository of detailed student information Federal and State reporting Data feeds to both internal departments and external vendors Application design, reporting, and standardization Web page, etc Webmaster training and Help Desk support MY.CMS.K12.NC.US

15

16 Hardware Repair, Support and Installation
1995-Current Southeastern Technology Group Data Networks Millennium Technologies Pomeroy 2006-Current Fortress Systems International

17 40% < than original cost
Hardware Repair Costs School Year Number of Computers Annual Cost Cost Per Device 27,020 $140,600 $5.20 58,448 $122,100 $2.09 Current analysis 116% increase $18,500 < original cost 40% < than original cost

18 Professional Teleconcepts
Infrastructure Repair, Support and Installation Previous and Current Usage AFL Pomeroy DataCom CNIC Universal Professional Teleconcepts

19 Data Center Support Used
Southeastern Technology Group

20 Technology Support for Schools
Network Engineers (3) System Engineers (15) Senior System Engineers (5) Help Desk Coordinators (11) Assistant Directors Total cost of 37 FTE salary and benefits is $2,571, annually for an average of $69, salary and benefits.

21 Technology Support for Schools – Roles Defined
Assistant Director (3) Data Center Operations Information Systems & Support Student Applications and Web Development Senior System Engineers (5) Data Center Operations Information Systems & Support CTE Instructional AD – DCO – Manages Help Desk staff in providing technical support for all schools and departments. Manages work flow, work schedules, escalation process, training. Provides technical assistance and direction. Assists with support procedures for new initiatives and works on various other projects as assigned. AD – IS&S – Manages all engineers. Planning, coordinating, and project management. SSE – DCO – Second level support for Technology Services Help Desk. Assists with resolving tickets that require in-depth work. Support for the provisioning application that generates AD accounts. Schedules packages for software and plugins that have been approved and written. Monitors anti-virus for end-points. SSE – IS&S – Provides third level support for Systems Engineers. Creates packages and deploys software as needed. 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.

22 Technology Support for Schools – Roles Defined Continued
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. Help Desk Coordinators (11) Business Systems Technology NC Wise Technology Services The Business Systems Technology Help Desk Provides support to District Services (finance, HR, payroll coordinators, and payroll approvers) Provide support for requisitioning of goods and services Provide support for all Employee Self-Service. The NC Wise Service Desk is available to answer or resolve many of your technical issues or questions regarding applications which support the NC State Board of Education and local PreK-12 environment. These teams of three associates are staffed from 6:15am until 4:30pm for school and district personnel by phone, , and web page communication. This team also performs the following duties: Over 122 hours of classroom instruction to school staff Averaging 1,480 support requests per month this year Direction and alignment with executive staff decisions BST Provide support to District Services SAR (School Activity Report) and PMR (Principals Monthly Report) processes Report Card, Progress reports, Credits, and Schedules Parental assistance with averages, user names, and student details One on one mentoring for school administration staff

23 Contracted Services for Technology Support
Technician (1) Data Center Technical Services (4.5) Hardware Repair (6) Install/ Deployment (As needed) Senior Network Engineer (1)

24 Contracted Technology Services Roles- Defined
Technician (1) 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 administration (22,000 accounts and 190 million messages per month) and filtering Data Storage (600 Terabytes) Internet Access, including Web Security Filtering Server administration for 300 servers Data Center Technical Services (4.5) Hardware Repair (6) Provide on-site warranty and non-warranty computer ,printer and UPS hardware repair services.

25 Contracted Technology Services Roles- Defined Continued
Install/ Deployment (As needed) Computer and printer installation. Testing, deployment and packaging of software. Senior Network Engineer (1) Design and develop network infrastructure. Prepare bids and negotiate with vendors. Project management of network related projects.

26 Staffing Overview 37 Dedicated Employees Racially Diverse

27 (varies based on install/deploy)
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 software Senior Network Engineer $85 $176,800.00 Total Annual Cost (varies based on install/deploy) $1,126,900.00

28 When Considering Outsourcing Any Tech Services,
we have Applied Six Key Criteria Direct Student Contact - the safety of our children is paramount. Similar CMS standard of employee screening should be applied Significant, Sustainable Cost Savings Delivery – that largely outweighs any impact to the schools Stand Alone Services – which can be discreetly carved out with no residual, negative operational impact Areas of CMS Marginal Expertise/Resourcing – where an external vendor can do it better and cheaper with little to no risk Low Risk – relatively easy to ensure service quality & maintain service levels with minimal difficulty to return in-house Minimal RIF Impact to CMS Employees

29 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.

30 Understanding the Criteria for Consideration Breakdown
Time Procedures for support are currently in place and implemented based on defined priority timeline. People Selection would result in reduction in force affecting current CMS employees Selection would affect significant number of current employees, if brought to scale

31 Understanding the Criteria for Consideration Breakdown
Money Savings issue example below, no substantial savings when brought to scale and no net savings to the CMS operating budget

32 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

33 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 computers Priority 4 -Initial contact made via phone, 80% resolved within 10 business days; classroom printing and computers Priority 3 -Respond within 48 hours , 90% resolved within 5 business days, computer labs and Interactive White Boards Priority 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

34 Number of Computers Installed
Our Employees Enable Us to Do Significantly More at a Significantly Less Cost Computer Installations Team Actual install time Number of Computers Installed Time 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 Example 1 Contractor installed 1,312 school administrator machines in 10 months. The total installation cost was $253,000, an average of $ per device. The cost of a contracted engineer is $55.00 per hour. District was charged 3.5 hours per device. FTEs installed 23,399 instructional machines in 18 months. The project took 2,207 FTE hours for an average of 10 minutes per device.

35 Our Employees Enable Us to Do at Less Cost Senior Network Engineer
Hourly Rate Annual Cost Savings Contracted $80 - $95 $186,000 $0 Full-Time Employee $100,699 with Benefits $85,201 Example 2 A Contracted Senior Network Engineer costs $80 - $95 per hour, or $166,400 - $197,600 annually. A FTE with benefits costs $100,699 annually.

36 $77,362 annually including benefits
Our Employees Enable Us to Do Significantly More at a Significantly Less Cost Deployment of Software What Actual install time Contractor Cost FTE Cost Deployment of new browser version in SY 80 hours $72,000 $77,362 annually including benefits Packaging and remote deployment of nine software titles; update plug-ins in SY $63,385 $0 Total $135,385 $77,362 Example 3 In school year (SY) , a contractor charged $63, to package and remotely deploy nine software packages for special projects and to update plug-ins. Just after plug-ins were completed, a new version was released that made the recently deployed version obsolete. Also ,in SY ,a contractor charged $72, to package and remotely deploy a new version of software. This project should take 80 hours to complete. The cost of a FTE with benefits would be $77, annually. It would be more cost effective and timely to hire an FTE to create all packages and do deployment of software.

37 These contractors enable us to do significantly more with a significantly lower cost
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, 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 One Director of Data Center Operations, one Asst. Director and one Sr. Admin. Secretary with a staff of 4 other employees.  These employees provide management, purchasing and budget functions.  NC Wise Security and Database infrastructure UNIX administration, DBA SQL support and Second level Help Desk Support.  The majority of the technical services are administered with a contracted services budget of somewhere between $700,000 - $800,000.   With the current company this provides us with 4 to 4.5 FTEs (the actual engineer may change as projects change throughout the year).  CMS is not responsible for PD for these engineers to keep them current on technology.  Functions provided: Network Services and network access accounts (over 200,000) Information & Platform Management Security Operations Technical Architecture Information Security administration (22,000 accounts and 190 million messages per month) and filtering Data Storage (600 Terabytes) Internet Access, including Web Security Filtering Server administration for 280 physical and 300 virtual servers In comparison, the Technical Services Department at Mecklenburg County has a staff of one Director, two Senior Managers, three Managers and 30 employees that handle similar Technical Services duties.  The median base salary for Charlotte, NC for a senior technical engineer is $120,000.  With the CMS salary structure, the pay grade that I could hire a similar position into would be 9 with a base salary of $79,290.    The CMS salary structure does not allow us to hire experienced technical staff, paying at, or close to, market rate.

38 Understanding the Assessment Tool
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 As Guy mentioned earlier, we have used this assessment tool to complete a preliminary assessment of some outsourcing options that have been previously mentioned by the Board or that we have begun to proactively explore

39 Technology Services Preliminary Outsourcing Assessment
Engineers AD 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) Hardware Repair 6 Data Center Technical Services (4.5) PEOPLE result in CMS employee RIF, salary, benefits; affect significant # employees at scale MONEY result 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


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