1. Georgia Technology Authority 1-877-GTA-3233 Consolidated Service Desk 1-877-opinGTA Your Opinion Counts RFS – Request for Service Overview 04/21/2010

2. 2 Georgia Technology Authority Request For Solution vs. Catalog Orders Office Relocations ▪More than 10 users/equipment (Infrastructure) ▪More than 20 users/equipment (Managed Network Services) Complex Projects ▪Services requiring custom pricing or a designed solution ▪New sites/buildings with no previous service ▪Multiple service provider coordination Any Services Not Established in the Service Catalog ▪New hosting environments or new images ▪Any MPLS (Multi-Protocol Line Switch) or AVPN (Virtual Private Network) services- (add, move, change, disconnect) with or without voice services ▪Non-enterprise data jack installations ▪Labor only work efforts ▪Purchase of equipment due to funding stipulations ▪Non-Standard End-User Computing (EUC) Equipment

3. 3 Georgia Technology Authority RFS Update Overview RFS Checklist now required on all RFS ▪RFS Checklist created through feedback from customer focus groups to gather detail to improve triage and cycle time ▪RFS metrics begin when the RFS Checklist has been received by the Service Provider RFS Checklist changes in April and May Release ▪Tabs now included to more efficiently maneuver through the Checklist ▪60% of all RFS are Managed Network Services (MNS), so questions around these services have been moved to front section ▪Your IBM/CSA, ATT/AM and GTA/SDC is available to assist with questions or if you don’t know which tabs need to be completed for the services being requested ▪Additional improvements to the checklist are expected in May release Weekly/Monthly tracking on RFS Proposal Stages ▪Initiation ▪Technical Solution Design ▪Proposal Development ▪Proposal Review by GTA ▪Proposal Delivered for Agency Approval

4. 4 Georgia Technology Authority Questions Why does an RFS have lengthy intervals? ▪Full development of documented business requirements can require several discussions ▪Non-standard equipment requires special quote preparation by the Service Providers ▪Majority of AT&T proposals are Cable/Wiring with one-time charges applicable. A site survey is required, proposal is developed, approval required by GTA and Agency, then project begins with Kick-off call When are charges incurred for RFS work? ▪Agency pays one-time charges, when applicable, such as cabling or establishing a new image ▪Monthly charges may apply if additions or changes are made to an agency’s Resource Units ▪When Baseline Effort Profile (BEP) hours have been exceeded Who manages this work? ▪IBM manages all Infrastructure projects and the AT&T Life Cycle Management’s Project Manager manages MNS projects ▪Joint projects are led by the Service Provider having the majority of the project scope and are worked in sync with the other Service Provider