Presentation on theme: "An Overview & Discussion with the Privatization Advisory Committee"— Presentation transcript:
1An Overview & Discussion with the Privatization Advisory Committee Chief Information OfficeTechnology ServicesDr. Scott Muri, CIOAn Overview & Discussion with thePrivatization Advisory Committee
2Vision, Mission and Purpose CMS provides all students the best education available anywhere, preparing every child to lead a rich and productive lifeMissionTo maximize academic achievement by every student in every schoolTechnology ServicesThe 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.
3Chief Information Office Hierarchy Chief Information Officer (FTE)Assistant (FTE)Business Technology SystemsData OperationsInformation Systems & SupportInstructional TechnologyStudent Applications and Web DevelopmentFTE – filledFTE – unfilledCTEContractorPT or TempFTE – filledFTE – unfilledCTEContractorPT or TempFTE – filledCTEContractorPT or TempFTE – filledFTE – unfilledCTEContractorPT or TempFTE – filledFTE – unfilledCTEContractorPT or Temp
4Technology Support for Schools Overview & Scope 168 schools throughout Mecklenburg County141,000 students18,800 teachers, support staff and administrators7,931 classrooms624 computer labs58,448 desktops and laptops11 Help Desk Staff3 Network Engineers15 Systems Engineers–Mecklenburg County546 Total Square MilesCMS District
5Chief Information Office Business SystemsKay Hall, Director
6Business Systems Technology Provide service and support to CMS business operationsSystem MaintenanceAssist in district business process improvementProvide access to Employee Self-Service for over 18,000 employeesProvide Help Desk support and training for related systemsProvide support to:Finance, human resources, inventory management, textbooksProcurement, payroll, warehousing, child nutritionSystem Maintenance:Lawson ERP (Enterprise Resource Planning software)Kronos Time and Attendance (MyTime)Materials Management Information System (MMIS)
7Data Center Operations Susan Manning, Director Chief Information OfficeData Center OperationsSusan Manning, Director
8Data Center Operations Manage the infrastructure which supports the operation of CMSHelp DeskTechnical ServicesManage the infrastructure:accounts (over 22,000) and filtering, processing 190 million s per monthNetwork access accounts (over 200,000) for all employees and studentsOver 300 servers that run the Internet, MyCMS and over 500 other CMS applicationsData storage (600 Terabytes)Network infrastructure including data lines to all 198 CMS locations with uptime of over 99%Internet access lines including Web Security FilteringAnti-virus support and rolling out software updates to desktopsHelp Desk staff supporting all CMS staffStaffed 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 ManagementSecurity OperationsTechnical ArchitectureInformation Securityadministration (22,000 accounts and 190 million messages per month) and filteringData Storage (600 Terabytes)Internet Access, including Web Security FilteringServer administration for 300 serversIn 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.
9Information Systems & Support Cindee Matson, Director Chief Information OfficeInformation Systems & SupportCindee Matson, Director
10Information Systems & Support (IS&S) Cabling Design and Deployment for video, voice & data for all district sitesInfrastructure Design and Deployment of network electronics and wirelessTelephone Support, Deployment and Management of Digital Phone Systems (VoIP)QuotationsPurchasing Quotes for District Hardware such as computers, printers , and Interactive White BoardsVideo Conferencing/Distance Learning/Closed CircuitE-Rate and ComplianceSsupportTickets received from Help Desk, for computing devices, monitors, Interactive Whiteboards, Servers, VoIP telephones, Smart Devices, Network49,000+ computers16,000+ printersTelephoneVoIP 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 voiceDigital handsets running over telephone lines in schools as well as alarms, fax machines, and elevatorsVoic implementation, setup, and supportCellular Support, 355 Smart Phone users and 500 cell phone usersVideoSupport for VC and CC systems for all sitesSupport and training for Distance LearningDesign, implementation, training and support of closed circuit systems in schoolsErateManaging , implementation and compliance of Federal funds received based on Free and Reduced lunch for Priority 1 and 2 servicesProvides district with Two to Four Million dollars of funding per year
11Instructional Technology Jerry Shepardson, Director Chief Information OfficeInstructional TechnologyJerry Shepardson, Director
12Instructional Technology (IT) Technology Integration Resource to Principals and Staff in 168 SchoolsTechnology Training for Instructional Staff to effectively utilize various instructional resources and applicationsManage CMS Wiki as an effective communication toolInstructional Software Installations Coordination and SupportTech in Classroom training for Instructional staff to Effectively use:Over 3000 Interactive whiteboards currently installed (SMART & Promethean)Digital Citizenship21st century tools for Effective Teaching and CommunicationTechnical Training for all 168 School-Based Tech ContactsProduce weekly podcasts covering current topics in Educational TechnologyDevelop, Plan, Organize 2 Day Summer Technology Conference255 PD opportunities have been provided since July 1Manage WIKI:Over 20,000 Users (Students, Teachers, Department) w/ 7,800 websites
13Student Applications & Web Development Jay Parker, DirectorChief Information Office
14Student Application & Web Development Management of the Student Information ApplicationsAdministration of the Data WarehouseCMS Web Page Publishing, Coding, and DesignManagement of the SIANC Wise, Teacher Grade Book, and Parent AssistantCredits, GPA, Transcripts, Courses, Scheduling, Class Rank,Report Cards, Progress Reports, Authorized source for AthleticEligibility, Incidents, Immunizations, and GraduationsInstructional staff training and Help Desk supportData WarehouseRepository of detailed student informationFederal and State reportingData feeds to both internal departments and external vendorsApplication design, reporting, and standardizationWeb page, etcWebmaster training and Help Desk supportMY.CMS.K12.NC.US
16Hardware Repair, Support and Installation 1995-Current Southeastern Technology GroupData NetworksMillennium TechnologiesPomeroy2006-Current Fortress Systems International
1740% < than original cost Hardware Repair CostsSchool YearNumber of ComputersAnnual CostCost Per Device27,020$140,600$5.2058,448$122,100$2.09Current analysis116% increase$18,500 < original cost40% < than original cost
18Professional Teleconcepts Infrastructure Repair, Support and InstallationPrevious and Current UsageAFLPomeroyDataComCNICUniversalProfessional Teleconcepts
19Data Center Support Used Southeastern Technology Group
20Technology Support for Schools Network Engineers(3)System Engineers(15)Senior System Engineers(5)Help Desk Coordinators(11)Assistant DirectorsTotal cost of 37 FTE salary and benefits is $2,571, annually for an average of $69, salary and benefits.
21Technology Support for Schools – Roles Defined Assistant Director (3)Data Center OperationsInformation Systems & SupportStudent Applications and Web DevelopmentSenior System Engineers (5)Data Center OperationsInformation Systems & SupportCTEInstructionalAD – 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.
22Technology 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 TechnologyNC WiseTechnology ServicesThe Business Systems Technology Help DeskProvides support to District Services (finance, HR, payroll coordinators, and payroll approvers)Provide support for requisitioning of goods and servicesProvide 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 staffAveraging 1,480 support requests per month this yearDirection and alignment with executive staff decisionsBSTProvide support to District ServicesSAR (School Activity Report) and PMR (Principals Monthly Report) processesReport Card, Progress reports, Credits, and SchedulesParental assistance with averages, user names, and student detailsOne on one mentoring for school administration staff
23Contracted Services for Technology Support Technician(1)Data Center Technical Services(4.5)Hardware Repair(6)Install/Deployment(As needed)Senior Network Engineer (1)
24Contracted 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 accountsNetwork Services and network access accounts (over 200,000)Information & Platform ManagementSecurity OperationsTechnical ArchitectureInformation Securityadministration (22,000 accounts and 190 million messages per month) and filteringData Storage (600 Terabytes)Internet Access, including Web Security FilteringServer administration for 300 serversData Center Technical Services(4.5)Hardware Repair(6)Provide on-site warranty and non-warranty computer ,printer and UPS hardware repair services.
25Contracted 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.
26Staffing Overview37 Dedicated EmployeesRacially Diverse
27(varies based on install/deploy) Currently, Technology Services spends $1.1+ million on Contracted ServicesServiceNumber of StaffHourly RateAnnual CostOtherTechnician1$39$78,000.00Data Center4.5$93750,000Hardware Repair6$9.78$122,100.00Install/DeployAs needed$90 per device plus $30 for each additional piece of softwareSenior Network Engineer$85$176,800.00Total Annual Cost(varies based on install/deploy)$1,126,900.00
28When Considering Outsourcing Any Tech Services, we have Applied Six Key CriteriaDirect Student Contact - the safety of our children is paramount. Similar CMS standard of employee screening should be appliedSignificant, Sustainable Cost Savings Delivery – that largely outweighs any impact to the schoolsStand Alone Services – which can be discreetly carved out with no residual, negative operational impactAreas of CMS Marginal Expertise/Resourcing – where an external vendor can do it better and cheaper with little to no riskLow Risk – relatively easy to ensure service quality & maintain service levels with minimal difficulty to return in-houseMinimal RIF Impact to CMS Employees
29Understanding 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 responsibilitiesMoney - return of substantial, ongoing net savings to the CMS Operating Budget when brought to scaleService – maintain or exceed current service levels and service quality to key stakeholders in support of student achievementRisk – minimize scope of risk to CMS – ease of returning service in-houseMeasurement – ability to reliably project and measure the most critical aspects of the outsourced effort – $ savings, service quality, etc.
30Understanding the Criteria for Consideration Breakdown TimeProcedures for support are currently in place and implemented based on defined priority timeline.PeopleSelection would result in reduction in force affecting current CMS employeesSelection would affect significant number of current employees, if brought to scale
31Understanding the Criteria for Consideration Breakdown MoneySavings issue example below, no substantial savings when brought to scale and no net savings to the CMS operating budget
32Understanding the Criteria for Consideration Breakdown RiskDistribution of passwords, network and server riskBackground checks are not real-timeSafety for our staff and studentsLearning environment hazard, disruptive to daily instruction due to lack of school/support rapport affecting student achievementBadges and access costly due to high turnover ratesData security risk
33Understanding the Criteria for Consideration Breakdown Service/SupportProcedures 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 personnelPriority 1 -Respond within 1 hour , 95% resolved within 24 hours, server or major systems down or active testing period
34Number of Computers Installed Our Employees Enable Us to Do Significantly More at a Significantly Less Cost Computer InstallationsTeamActual install timeNumber of Computers InstalledTime FrameCost to DistrictSavingsSystems Engineers10 minutes23,39918 months$0 in-kind installs and $584,975 for storage, delivery,set-up and removal$2,105,910Contractor3.5 hours1,31210 months$253,000$0.00Example 1Contractor 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.
35Our Employees Enable Us to Do at Less Cost Senior Network Engineer Hourly RateAnnual CostSavingsContracted$80 - $95$186,000$0Full-Time Employee$100,699 with Benefits$85,201Example 2A 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 SoftwareWhatActual install timeContractor CostFTE CostDeployment of new browser version in SY80 hours$72,000$77,362 annually including benefitsPackaging and remote deployment of nine software titles; update plug-ins inSY$63,385$0Total$135,385$77,362Example 3In 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.
37These contractors enable us to do significantly more with a significantly lower cost TechnicianAnnual cost of $78,000 for contractor, would require a pay grade of 8/$88,214 salary and benefits plusCostly material required – truck, ladders, testers, hand toolsCertifications required – BISCI manufacturers certifications to maintain warrantyCan utilize contracting company at peak times for additional support with little or no down timeHardware SupportSix 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 plusCost of trucks, storage, toolsCertifications required by manufacturer to maintain warrantyPotential charges for untimely returns of warranty partsTechnical ServicesOne 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 ManagementSecurity OperationsTechnical ArchitectureInformation Securityadministration (22,000 accounts and 190 million messages per month) and filteringData Storage (600 Terabytes)Internet Access, including Web Security FilteringServer administration for 280 physical and 300 virtual serversIn 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.
38Understanding the Assessment Tool What This Is an informed preliminary assessment of the viability of some initial outsourcing optionsThis IS NOT a recommended list of areas to outsourceColor Index likely will not satisfy criteria OR risk of failure to CMS is highcould meet criteria but more information neededlikely will satisfy criteria? externally driven by bidding processAs 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
39Technology Services Preliminary Outsourcing Assessment EngineersAD IS&S -1Network IS&S -3 Systems IS&S- 15;Senior IS&S;3 Senior DOC-2Help DeskDOC-8 Lawson -2 NC Wise - 3TechnicianIS&S – 1Installation and Deployment(As Needed)HardwareRepair6Data Center Technical Services(4.5)PEOPLEresult in CMS employee RIF, salary, benefits; affect significant # employees at scaleMONEYresult in return of ongoing net savings to CMS Op. BudgetSERVICEnegative impact on service qualityRISKresult in significant risk to CMSMEASUREMENT can be measured/evaluatedOVERALL ASSESSMENT