1. GETS Transformation Kick Off April 21, 2010 1-877-GTA-3233 Consolidated Service Desk 1-877-opinGTA Your Opinion Counts

2. 2 Transition Transfer of services to IBM and ATT Achieve operational steady state

3. 3 Transition Keys to Success Service Delivery Organization Accomplishments Customer Experience Continuous Improvement

4. 4 Keys To Success GTA was rebuilt, creating the Service Management Organization Agency participation from the very beginning Communication and collaboration with agencies remain a priority Agencies, service providers and GTA interact regularly Governance structure ensures agency involvement

5. 5 Service Management Organization Purpose  To provide a disciplined approach in managing the external service providers  To advance the maturity of the State with regards to using external service providers  To ensure the providers deliver to the contract  Provide a uniform escalation point for service provider relationship and delivery issues

6. 6 A vital part of GTA’s Service Management Organization Main focal point for communication with agencies, GTA and service providers Customer advocate Manages, monitors and measures: ▪Service Level Agreements ▪Operational metrics ▪Customer satisfaction Escalation path for driving issues to closure Continuously improving day-to-day operations Forecasting and demand management Service Delivery Organization

7. 7 Ensuring IBM and AT&T service delivery teams are aligned with and meeting agency business needs AGENCY IBM SDC ATT Service Delivery Organization

8. 8 Accomplishments Together with your active participation and support, we have successfully transitioned services to IBM and AT&T Working as a team, we have made significant progress at the enterprise level

9. 9 August Change Management Training Initial MNS SLA Performance Reports available Online Service Request Deployment via Maximo Server and Storage Consolidation Planning Inventory Completion Pilot Proactive Server Monitoring Server Tools Schedule Development and Pilot Service Catalog Improvements April EUC Service Catalog Implemented GETS Portal Activated Personnel Transitioned Initiated BAU Unless Strategy Solution Request Process Introduced Baseline Customer Satisfaction Survey Invoices Available Online May Service Desk - Regional Operation Center Support Network Mgmt Moved to Raleigh Voice/Data Service Catalog Implemented June Point of Service Surveys (Service Desk) Service Catalog “go live” (ordering) EUC Services Transformation Asset Inventory GETS Print Shop Move Command Center Services Management Manual September Deployment of Server Up/Down Monitoring Tool Completion of ISeC Standards Document Increased Security for Check Processing – CPIM SOC Management of Firewalls Continuation of DAD Implementation of Mainframe SW Inventory –TLMz True-up Completion July Asset Refresh Planning Continues, Pilots Begin Server and Storage Consolidation Design Draft Disaster Recovery Plans Point of Service Surveys (Results) Initial MNS Management Reports Available DDM Functional Enhancements Print Stock Management Automation With WASP Begin Stand-up of Steady State Processes Process/Tool Maturation October  December 2009 Deployment of Server Tools Six Pack Commences Deployment of HIDS Implementation of EUC Inventory Capability EUC Refresh – Solution Requests/Business Critical Needs DDM Patch Management Solution Deployment DDM Security Center Deployment Migration of Active Directory from Boulder to NADC Servers Chargeback to Actuals Implementation of Unisys and AS/400 SW Inventory Capability Disaster Recovery Plan Submission Revision of Server and Storage Consolidation Wave Strategy SLA Validation Period NADC LAN Implementation SCON Application Deep Dives Unisys Migration Infrastructure Deployed Unisys Migration Conversion and System Test Conduct Agency Interviews for Technology Plan Storage Assessment Summary Completed Server Backup Assessment Completed Completion of CA  IBM Migrations Service Request ebond Deployed Between IBM and AT&T Developed Enterprise Malware Design Complete SMO Baseline Survey Complete Design of DOR Print Consolidation Solution Inventory of All User IDs (CBN) Migration of Mainframe Storage to DS8300 JanFebMarAprMayJunJulAugSepOctNovDec IBM Commencement AT&T Commencement Consolidated Service Desk “go live”Server Tools Deployment GETS Print Shop Move GETS Milestones 2009

10. 10 JanFebMarAprMayJunJulAugSepOctNovDec 2010 Disaster Recovery T1 Testing GETS Tools Implementations SRM – Performance and Capacity Mgmt Tivoli ITM – Threshold Monitoring Tivoli TCM – Server Inventory RA – Secure Remote Control Parity – Problem Diagnostics Fusion – Health Checking Management TADDM – Configuration Management SMBDI – Up and Down Monitoring AlarmPoint/One View – Automated Incident Management Communication DDM Suite -DDE - encryption -Security Center -Patch Management -Remote Control -EUC Inventory WASP – Print Stock Inventory CPIM – Check Management Solimar – Print Management TLMz – Mainframe Inventory HIDS – Host Intrusion Protection NIPS – Network Intrusion Prevention October  December 2010 Server Consolidation Activity Storage Consolidation Activity Service Catalog Updates eMail Migrations Continue AD Migrations Continue Disaster Recovery T0 Testing Network based firewall Continues DNS/DHCP Continues SSL VPN Continues Private Internet Protect Continues LAN/WAN Refresh Continues Radius Continues IPSec Continues July  September New Disaster Recovery Configurations Server Consolidation Activity Storage Consolidation Activity Service Catalog Updates eMail Migrations Continue AD Migrations Continue Disaster Recovery T1 Testing Network Based Firewall Continues DNS/DHCP Continues SSL VPN Continues Private Internet Protect Continues LAN/WAN Refresh Continues Radius Begins IPSec Begins April  June eMail Migration Begins AD Migrations Continue Server Consolidation Activity Storage Consolidation Activity Service Catalog Updates Tool Deployments Completion Internet Migration Completes Network Based Firewall Continues LAN/WAN Refresh Begins SSL VPN Begins Private Internet Protect Begins DNS/DHCP Begins Token Identification Refresh Tools Deployment Completion New Disaster Recovery ConfigurationsHigh Consolidation Period January  March SLA Action Plans Server Consolidation Activity Storage Consolidation Activity Service Catalog Updates Disaster Recovery Plan Refinement Core Storage Area Network Build Out Core Active Directory Build Out eMail Infrastructure Deployment Data Migration to New Active Directory Internet Migration Begins Network Based Firewall Begins Strategic Technology Plan Application Remediation Begins Active Directory Migration Begins eMail Migration Begins LAN/WAN Refresh Begins Continuous Improvement GETS Milestones

11. 11 Customer Experience

12. 12 % Auto Detect 97.2 78.81 79.44 81.27 78.54 78.95 82.79 83.68 82.41 79.26 75.81 AT&T Data Ticket Volumes 76% of data tickets are auto-detected

13. 13 AT&T Order Volume

14. 14 The Customer Experience Operational issues and gaps exist in day-to-day delivery of services As a result, we have begun an initiative to close these gaps and improve the overall customer experience ▪Agency-by-agency ▪“Blocking and tackling” – What’s working and not working at the operational level Our goal is to: ▪Improve the overall customer experience ▪Ensure agencies’ day-to-day needs are met Our focus is on managing, monitoring and measuring

15. 15 Improving Service Delivery We restructured weekly customer meetings to ensure that we properly set and meet agency expectations ▪Workbooks include operational metrics and outstanding service requests ▪Demonstrate how we are driving issues to closure We improved the use of management tools and reports to reduce backlogs and outstanding incidents Action plans have been developed to address: ▪Requests for Solution (RFS’s) ▪Installations, moves, adds and changes (IMAC’s) ▪EUC (end user computing) service requests and orders

16. 16 Improving Requests for Solution 14% decrease in volume for Requirements Gathering stage in March 2010 45% reduction in Requirements Gathering through Proposal stages – from 67 days to 37 RFSs completing each stage increased in March 2010 compared to October 2009 ▪Requirements Gathering up 113% ▪Solution Design up 63% ▪Proposal Development up 83% ▪GTA Review and Approval up 37%

17. 17 Reduced aged tickets >10 days by 70% Reduced total IMAC count by 57% Reduced hardware order backlog by 95% EUC IMAC Age Distribution

18. 18 Reduced ticket count for >10 days by 67% EUC Break/Fix Age Distribution

19. 19 Non-EUC Incidents

20. 20 Reduced total incident count by 70% IBM Firewall Incident Detail

21. 21 Increased Open IMAC count by 100% Closed IMAC count increased by 33% IBM Firewall IMAC Detail

22. 22 Pre-Transformation Strategy We are addressing systemic and chronic issues that can’t wait for transformation

23. 23 Currency Program / Quick Hits Natural Resources: BES environment, 8 lodge servers Public Health: 1 GroupWise server, 2 application servers Corrections: Training center GBI: 3 servers Juvenile Justice: 1 back-up server

24. 24 Dell Desktop Manager Dell Desktop Manager (DDM) is one of many tools helping us provide continuous improvement in our service delivery model

25. 25 Dell Desktop Manager State’s first enterprise approach to managing end user computers ▪Asset management ▪Software distribution, including anti-virus and laptop encryption ▪System patches ▪Technician access from a remote location Deployed on almost 33,000 desktops and laptops in full-service GETS agencies

26. 26 Robust Asset Management 26

27. 27 Policy-based Patch Management

28. 28 DDM Deployment Status as of 4/9/2010 Agency Agent Install Patch Mgmt Install Anti Malware Mgmt Install Data Encryption 26-Mar5-Apr9-Apr DCH 477 503 500 4980 DDS 111611491239116811832 DHS 13642 1369313769 12708 1283246 DJJ 2765274627492673267223 DNR 1849 18511850 1787 18000 DOAS 239 2242318 DOR 1632 16341639 1599 160419 GBI 1652169416971590158612 GDC 5877 58915900 5459 56493 GTA 64265065160761918 OPB106101 92935 DBHDD 223022792285227022670 DCH-PH000000 GAA 000440 GOV104 0 SAO 1731741731651664 Totals3250432682328993095031308140 EUC DDM Statistics

29. 29 Transformation Unlocking the value of the IBM / ATT partnership

30. 30

31. 31 Our IT Environment 34,885 users 47,000 e-mail accounts 9 separate Microsoft Exchange 2003 environments 3 Novell GroupWise environments 27,200 desktop computers 7,500 laptop computers 2,500 servers 101,589 basic voice ports 17,685 premium voice ports 12,000 SSL VPN users 1,800 managed routers 1,300 managed switches 12,600 Service Desk tickets per month 1,558 IMACs per month