Outsourcing IT Infrastructure at The University of Texas Medical Branch at Galveston EduTex February 21, 2001

The University of Texas Medical Branch Description of UTMB Part of the University of Texas systemPart of the University of Texas system Established in 1890Established in 1890 Medical, nursing, allied health, graduate schoolsMedical, nursing, allied health, graduate schools 13,654 employees, 2,505 students13,654 employees, 2,505 students Own and operate 9 hospitals within the Galveston complexOwn and operate 9 hospitals within the Galveston complex Annual budget approximately $1.1BAnnual budget approximately $1.1B Very dependent upon technologyVery dependent upon technology

The University of Texas Medical Branch Why Outsource? Moving to a services commodity environmentMoving to a services commodity environment Reduction in total cost of ownershipReduction in total cost of ownership Need to be able to change rapidlyNeed to be able to change rapidly Need to be able to scale up or down with no large capital investmentNeed to be able to scale up or down with no large capital investment Problems attracting and retaining staffProblems attracting and retaining staff

The University of Texas Medical Branch Do You Know What It Costs? Human ResourcesHuman Resources TrainingTraining ConfigurationConfiguration Procurement, delivery and receivingProcurement, delivery and receiving FacilitiesFacilities Technology refreshTechnology refresh Maintaining standardsMaintaining standards

The University of Texas Medical Branch Goal of the Information Technology Infrastructure Initiative (ITII) Provide full communication, application, and desktop support to all faculty, staff, and students regardless of their geographic location Provide full communication, application, and desktop support to all faculty, staff, and students regardless of their geographic location

The University of Texas Medical Branch Objectives for the ITII Identify, and implement a very flexible and cost effective service delivery mechanism to UTMB at its main campus and many clinical and instructional locations.Identify, and implement a very flexible and cost effective service delivery mechanism to UTMB at its main campus and many clinical and instructional locations. Bundle services to identify a single supplier for a wide variety of service needs.Bundle services to identify a single supplier for a wide variety of service needs. One per seat cost that includes all services.One per seat cost that includes all services.

The University of Texas Medical Branch What’s Included? Wide area data access servicesWide area data access services Help deskHelp desk Wide area video servicesWide area video services Wide area voice communicationsWide area voice communications PC/LAN supportPC/LAN support Technology refreshTechnology refresh Remote accessRemote access Internet service provisionInternet service provision services services ITII Services include:

The University of Texas Medical Branch Driving Factors Provide support to Galveston campus and distributed usersProvide support to Galveston campus and distributed users Difficulty attracting and retaining qualified IT staffDifficulty attracting and retaining qualified IT staff Reduce one-time infusions of capital funding for new technologiesReduce one-time infusions of capital funding for new technologies

The University of Texas Medical Branch Driving Factors Rapidly changing technology and support needsRapidly changing technology and support needs Simplify budget planning for new business opportunitiesSimplify budget planning for new business opportunities Provide services as an enterprise infrastructure rather than a departmental expenseProvide services as an enterprise infrastructure rather than a departmental expense

The University of Texas Medical Branch IT Skills Pyramid

The University of Texas Medical Branch RMCH Clinic Satellite Location Regional Maternal and Child Health Program Health Program

The University of Texas Medical Branch Primary Care Outpatient Clinics (PCOC)

UTMB Video Network Non-TDCJ Sites Family Health Center - Texas City Family Physicians - Dickinson Federal Low Security Unit - Beaumont Federal Penitentiary - Beaumont George Library - Richmond Lamar University - Beaumont Lee College - Baytown St Elizabeth’s Hospital - Beaumont Stephen F. Austin State University - Nacogdoches Wharton County Jr. College - Wharton UT Pan American - Edinburg TDCJ Sites Beto I - Tennessee Colony Boyd - Teague Connally - Kennedy Dominguez - San Antonio Ducate - Woodlands Estelle - Huntsville Health Services - Huntsville Hughes - Gatesville Jester IV - Richmond Lopez - Edinburg McConnell - Beeville Michael - Tennessee Colony Reception - Gatesville Ramsey III - Rosharon Skyview - Rusk Stiles - Beaumont Telford - New Boston San Antonio Wharton New Boston Baytown Teague Austin Beaumont Beeville Galveston LaMarque Gatesville Rusk TennesseeColony Nacogdoches Edinburg Huntsville Rosharon Richmond Woodlands Dickinson

The University of Texas Medical Branch Service Level Goals Service Desk calls answered within 50 seconds 90% of the time and 95% resolved with a single requestService Desk calls answered within 50 seconds 90% of the time and 95% resolved with a single request Patient care services will be restored within 30 minutes (M-F 7am-midnight)Patient care services will be restored within 30 minutes (M-F 7am-midnight) On-campus and remote workstation HW and software failures resolved within 1 business dayOn-campus and remote workstation HW and software failures resolved within 1 business day Technology HW will be replaced within 36 months, SW usually annually based on manufacturer releases and UTMB scheduleTechnology HW will be replaced within 36 months, SW usually annually based on manufacturer releases and UTMB schedule

The University of Texas Medical Branch Service Transition As the contract is signed a transition will occurAs the contract is signed a transition will occur Goal is to have no disruption of serviceGoal is to have no disruption of service Gradual change in service delivery such as the relocation of the ServiceDesk, full attainment of service levels, and new servicesGradual change in service delivery such as the relocation of the ServiceDesk, full attainment of service levels, and new services May require up to 6 months to fully achieve service level goalsMay require up to 6 months to fully achieve service level goals

The University of Texas Medical Branch Lessons Learned Internal resistance to change can be overcomeInternal resistance to change can be overcome IT infrastructure is someone else’s core businessIT infrastructure is someone else’s core business Retaining and attracting staff is easier for othersRetaining and attracting staff is easier for others Cost can be containedCost can be contained Customers satisfaction has improvedCustomers satisfaction has improved

The University of Texas Medical Branch J. Stobo President, UTMB “ … the future of health education, health research and clinical care will belong only to those who: –leverage their resources and talents through partnerships, –have the courage to focus their efforts on what they do best, –add value to the health of the community they serve and, –above all settle for no less than excellence in all they do.”

The University of Texas Medical Branch Tom Epley