1. Technology and User Support Breakout Session SVRS Conference for Wisconsin County Clerks May 4, 2005 – May 5, 2005

2. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks2 Technology and User Support Breakout Session ■Our objective for this presentation is to share with you information on technology and user support in SVRS. ■Topics for Discussion: –Technology –Workstation Readiness –Help Desk –User Acceptance Testing

3. Technology

4. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks4 Technical Architecture Overview SVRS Firewall SVRS is run from Madison and accessed over the internet by users throughout the state.

5. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks5 SVRS Security ■Central –Hosted in the State’s datacenter –Uses enterprise-class firewalls –Servers have strict policies (“hardened”) –Servers are patched regularly –Servers run antivirus software –System will go through regular security testing –Monitoring in place across the network ■Connections –HTTPS –Secure ICA ■Workstation –Workstation Readiness Checklist –Two-form authentication SVRS Firewall

6. Workstation Readiness

7. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks7 Workstation Readiness ■Ensures that local workstations connecting to the SVRS meet technology requirements ■Ensures that workstations are appropriately secured ■Involves several steps that take place throughout the SVRS deployment

8. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks8 Workstation Readiness Process ■Step 1 County and Municipal Planning –Determine which workstations you plan to use for SVRS –Gather details on those workstations ■Operating system ■Processor Speed ■Memory ■Printer details –Plan for IT Support ■Do you have an IT department? ■Contract Out for Support ■Step 2 Do your Workstations Meet the Minimum Requirements? –The State Elections Board will provide minimum specifications –Workstations that meet the minimum specs can be used for SVRS –Workstations that do not meet the minimum specs will need to be replaced or upgraded

9. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks9 Workstation Readiness Process

10. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks10 Workstation Readiness Process ■Step 3 Purchase a Workstation if Necessary –The State Elections Board (SEB) will provide recommended specifications –You may use the State Desktop PC Contract to make purchases ■State Contract PC meets and exceeds SVRS requirements –Or, you may purchase from a local vendor ■Some vendors make IT Support available along with the workstation ■Step 4 Purchase Peripherals –The SEB will provide recommended specifications –Considerations for printers should include: ■Appropriate capacity and speed for your SVRS volume needs –Optional Peripherals ■Bar Code Scanner – If you choose to use bar-coding in the new system ■Individual Label Printer – If you would like to print labels one at a time for individual or small mailings

11. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks11 Workstation Readiness Process

12. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks12 Workstation Readiness Process ■Step 5 Connect to the Internet –Connection methods for stand-alone Computers include: ■DSL ■Cable modem –For Computers that are part of a network (LAN): ■Check with your network administrator ■Most likely have a high-speed connection (cable, DSL, T-1, fiber, etc) ■Step 6 Configure the Workstation –All workstations must be secured, whether new or existing –Required security configurations must be performed ■Instructions will be provided by the State Elections Board –We recommend you use an IT Professional for this task ■Either your Internal IT Department or Contracted IT Support ■Do-it-yourself or unpaid support from friends/relatives is not recommended

13. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks13 Workstation Readiness Process ■Step 7 Certify the Workstation –There is a Readiness Checklist that will be completed and signed by you –This is to certify to the SEB the following: ■Your SVRS workstations meet the minimum specifications ■You completed all the required security configurations –Completion of the Readiness Checklist is required to obtain access to SVRS ■Step 8 Keep your Workstation Certified –The SEB will send out updated configuration instructions as necessary ■As new operating systems come out ■As new security vulnerabilities are discovered –You will re-certify as necessary –Plan for on-going IT Support for the workstation

14. Help Desk

15. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks15 Help Desk Conceptual View Help Desk (Single Point of Contact) Level 1 Support Team Level 2 &3 SVRS Users Local Support Local IT (Workstation, Internet connection Issues, etc.) (Application issues, etc.) (FAQ’s, How To’s, etc.)

16. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks16 Help Desk - Details Help Desk Support is managed by levels, depending on the complexity of the request. ■Level 1 –There will be a single point of contact to resolve as many questions and issues as possible on the first call to the help desk –Any issues that cannot be resolved will promptly be referred to Level 2 –All callers will be contacted for a follow up after the issue is resolved ■Level 2 –Issues that address the application will be handled by the SVRS software vendor –Central Infrastructure (hardware/system software) issues will be handled by DET –Local Infrastructure issues (such as clerk’s PC, internet connection) will be handled by local IT staff or Internet Service Provider –Any Business Process, Policy or Statutory issues will be handled by SEB ■Level 3 –Level 3 help desk support will handle SVRS software vendor application issues that cannot be resolved by Level 2 –Level 3 support includes development work such as code fixes for new releases or application enhancements

17. User Acceptance Training

18. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks18 UAT - THE W’s ■WHAT –USER ACCEPTANCE TEST –YOU are the User. SVRS is your system and UAT is your tool to assess it.UAT consists of a controlled test environment containing the new SVRS application, accompanied by detailed test cases prepared for Users to step through the functionality of the new system. ■WHO –Approximately 20 Users will participate. All participants will be trained first.. ■WHEN –UAT for Release 1 is scheduled to be held in the July / August timeframe. ■WHERE –The UAT will be held in Madison at a facility to be determined by the SEB. The goal is to obtain a classroom Lab setting. ■HOW –The UAT will be facilitated by the UAT Lead. The test cases will be based on the documented Wisconsin configuration of SVRS. Participants will be assigned test cases to complete and will be guided when they have questions.

19. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks19 SVRS functionality to be tested ■Voters –Register Voters by use of Voter Application screen. –Create requests for absentee ballots. –Search Voters using various criteria. –Make Group changes. –Assign Status. –Transfer a Voter. –Update Registration History. ■Addressing and Districts –Manage the Street Directory. –Create new Address Ranges. –Create a new District Combo. –Create Address Ranges with outstanding features (unit number required, commercial only). –Override automatic assignment of Voter to District. –Notify Voters if their District or Polling Place changes. ■Election Basics –Create an Election. –Create a Calendar. –Input Offices, Contests and Candidates. –Track candidate filing papers and Petitions. Create Polling Place Assignment Plans and Poll Books. –Process Absentee Ballot requests. ■Election Management –Create an Election Plan. –Input Election Workers. –Assign Workers to Training. –Track Payments. –Track Supplies. –Create Ballot Styles. –Record Votes.

20. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks20 Sample Test Case

21. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks21 UAT Results ■Educated Users –Participants will see the full spectrum of functionality that SVRS has to offer. ■Identify Issues –Any issues encountered in which SVRS does not meet the Expected Results in the test case will be documented and delivered to SEB. UAT issues may not address design changes, but may address required functionality. The UAT Lead is responsible for documenting all issues, with the participants input. ■System Test Report –A UAT System Test report will be delivered to SEB after the completion of UAT. This will provide documentation of the effort, summarizing the actual results. ■SVRS GO – NO GO Decision –The UAT results will be a key factor into this decision

22. 5/4/05 and 5/5/05SVRS Conference for Wisconsin County Clerks22 Any Questions?