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Office of Infrastructure Services (OIS)

Quick View

State agencies needing computing services, end-user support, e-mail services or telecommunications services rely on the Office of Infrastructure Services (OIS). In GOT, OIS is responsible for the widest variety of technology related services for the Commonwealth. This includes the operation of the Commonwealth's enterprise computing environment, e-mail system, which includes 40,000 e-mail accounts producing over 45 million messages a month and daily operation of the Commonwealth Data Center. OIS also operates and maintains the Kentucky Information Highway (KIH) which provides Internet, interactive video, voice and data services to state and local government agencies in all 120 Kentucky counties. In addition, OIS maintains support for end-users and maintains standards for IT security, virus protection and virus prevention for state agencies.

In the Office of Infrastructure Services, the Division of Computing Services is responsible for technical and operational support of the computing infrastructure located primarily at the Data Center. This includes planning for the introduction of new technology, installing and maintaining system software, managing software contracts, managing equipment operations, coordinating the installation of equipment, managing data storage, resolving operational problems, and managing customer service levels.

The Division of Communication Services encompasses all aspects of communications; data, voice, and video. This division is responsible for network planning, network design, network management, systems administration, research and evaluation of desktop and departmental computer technologies, and support for end-user computing. The division also handles all aspects of voice communications to state agencies. These responsibilities include consulting, installation, maintenance, moves, and changes of all telephone related equipment.

Major Projects/Initiatives

• The Division of Computing Services (DCS) - DCS experienced continued growth in demand for its server administration services. The number of servers supported now exceeds 100, with UNIX servers making up about one third while NT servers comprise about two thirds of this total. Some of the major applications whose servers are hosted at the Commonwealth Data Center include the Management Administrative and Reporting System (MARS), The Workers Information SysTem (TWIST), Kentucky's Electronic Workplace for Employment Services (KEWES), and the Employ Kentucky Operating System (EKOS). Many other important state applications are also supported on shared servers hosted at the data center. In addition to supporting UNIX and NT servers, DCS supports Kentucky's large, shared mainframe computer. This enterprise server processed over 1.3 billion transactions last year, making it the workhorse of the data center's servers.
  
  The 1.3 billion online transactions represented an 11% increase in workload over the previous year.
  
  
• Division of IT Operations - In October of 2000 members of the Operations and Production Services staff from the Cabinet for Workforce Development were transitioned to the Governor's Office for Technology. This transition further propagated the 'shared service' model for Operations and Production Services established in October of 1999. By November a new Division was formed and includes the following branches:
  
  
  • Central Services - Operation of the Commonwealth Data Center and service for its customers.
  • Production Services - On-going management of computer processing and processes.
  • Campus Services - Operation of the CHR Building Data Center and service for its customers.
    
    

  These three branches shoulder responsibility throughout a 24 by 7 workday; their roles are often behind the scenes and seldom at the forefront. However, their efforts are significant in keeping Kentucky government at work.

• IT Security - IT Security is one of GOT's top concerns. In the past fiscal year, security policies were developed that were adopted for internal use. The Security Policies and Procedures Manual (SPPM) is a high level strategic policy. The Security Administrator Manual (SAM) for NT and UNIX, both Sun Solaris and IBM AIX, are more detailed guides to operating system security. All three policies have also been made available to GOT customers as a resource.
  
  In addition, an Incident Reporting and Analysis process was created for reporting security incidents. This policy and the related reporting form help identify physical and computer based incidents. The policy and form have also been distributed to state agencies for use when reporting specific computer based problems. The reporting has raised the visibility of potential IT vulnerabilities.

• Enterprise Wide End-User Support Study - The goal of this study was to assess the current IT environment and requirements for computer end user support across the Commonwealth, determine and define any existing service gaps, and define a technically viable and cost-effective service delivery model for enterprise-wide support of end users. The study was completed September 2000. As an output of this study, PricewaterhouseCoopers (PwC) began work on the next phase of the project. In this phase, PwC defined common end-user metrics and service levels, common end-user support service level agreements and targets, and common help desk processes. The Enterprise IT Help Desk Branch is currently implementing many of the recommendations, and the Office of Policy and Customer Relations is proceeding with the implementation of Service Level Management.
  
  This study was conducted enterprise-wide on all 30,000 desktop computers.

• Active Directory - (An advanced, hierarchical directory service used with Windows 2000)- A team was formed, with volunteers from many state agencies, to design the infrastructure and core components of an Active Directory Forest with Microsoft Windows 2000 operating system. Active Directory is beneficial to the Commonwealth because it allows for a common information repository and a way to share it. And it allows for a single sign on to enterprise data, increasing security and saving time, effort and money. The team recommended standards, guidelines and operational policies, along with a user handbook for participating agencies to follow when deploying Windows 2000 and Active Directory. The first domain or root servers were installed and preparations are being made for integration into the current Enterprise Messaging Service. Next steps include migration of Agency Windows NT 4.0 and Exchange 2000.
  

• Enterprise E-Mail Messaging Service - Enterprise E-Mail Messaging now has approximately 40,000 users participating in the Shared Services. The Service utilizes 40 Microsoft Exchange servers and transports over 1 million messages per day.
  
  
• Enterprise Messaging Virus Protection - McAfee's WebShield software was implemented to scan messages received from the Internet. WebShield now scans over 100,000 messages per day from the Internet and cleans any virus that may be attached.
  
  
• Enterprise FAX Service- 550 users are participating in this servcie and send 55,000 faxes per month from their desktop while receiving 7,200 faxes. This has helped reduce the time it take and improved the efficiency of sending and receiving faxes throughout the Commonwealth.
  
  
• Wireless Messaging - As more and more Commonwealth employees have the need to stay connected away from the office, Wireless Messaging was offered as an extension to the Enterprise E-Mail Messaging Service. Over 200 users have subscribed using a handheld device called a Blackberry manufactured by Research In Motion Limited. Users may receive and send message as well as maintain scheduling needs from most first and second class cities in the United States.
  
  
• Wireless Strategic Plan - In May of 2001, GOT assembled a multi-agency Wireless Steering Committee to provide overall direction for the wireless strategy in Kentucky. SAIC, one of Kentucky's Strategic Alliance Services vendors, was contracted to develop a Wireless Strategic Plan for the Commonwealth. The final SAIC Strategic Plan document was delivered in October 2001 and identified the gaps between state user wireless requirements and the capabilities offered by existing and emerging private and commercial wireless systems in the Commonwealth. The document also provided several strategic architecture options and the identification of the required resources to realize the Plan objectives.