Ohio Office of Information Technology (OIT) – Phase 2

Through cohesive and collaborative teamwork with OIT / DAS / OARnet & CBTS, ACG assisted with agency NGTS presentations and discovery sessions to ensure participating entity’s needs and requirements were addressed and the agency was properly prepared to begin migration to NGTS.

Performed an assessment of the current state of an agency’s readiness for NGTS, provided remediation recommendations (as necessary), provided assistance to complete CBTS documentation, provided high-level implementation oversight and support, and provided assistance with transition to support.  These were performed for the following:al

For Early Adaptor agencies, ACG ensured the agency’s networks and telephony services were performing and that appropriate remediation’s have been completed and implemented.  Early adaptor agencies included:

Additionally, ACG provided verification / validation of the following project areas to ensure they were established / ‘cared for’ and confirmed to meet the needs of NGTS users:

  • Ensure agency specific requirements (e.g. MS Lync, Fax, ACD, IVR, etc.) are identified, documented and will be provided through NGTS. Also review additional agency specific technology initiatives that may impact voice transport (e.g. Aruba, Air Watch – Mobile device management, internal applications, etc.).
  • Review agency data network design / configuration and provide remediation recommendations as needed (e.g. router / switch / phone selection, network topography validation, QoS configuration, etc.). Provide additional assistance for planning Telco circuit conversions and/or retirement of circuits
  • Assisted agency with user / telecom coordinator training planning, coordination and execution
  • Assisted agency with developing and scheduling a NGTS implementation / rollout strategy to cover operationalizaton of the solution
  • Provided agency with ‘day one’ onsite support / assistance as requested / needed (e.g. assist agency telecom coordinator with go-live day support)
  • Assisted DAS / OIT with review of post implementation discussions / surveys
  • Interviewed key project stakeholders (to staff of OIT, OARnet, Pilot participants, UC team members, etc.); and, provided interview summary observations and recommendations
  • Reviewed and tracked / documented decisions as pertaining to core system design, architecture, network security, features / functions, and trunk / connectivity sizing (OARnet, OIT, Level (3), SIP trunks to existing VoIP agencies, etc.);
  • Assisted DAS/OIT with review of service acceptance criteria and planned deployment schedule with consideration for end-point deployment commitments.
  • Ensured pilot testing of all integration points, trunk capacity, and system feature / functions are executed and that testing results / progress is tracked and aggregated.
  • Reviewed project ‘as built’ documentation to ensure completeness and accuracy.
  • Performed analysis of planned service ordering process, agency / OIT / OARnet billing and cost recovery process (including agency / OBM cost modeling as necessary), transition to support process, and post go-live support infrastructure and Centrex retirement requirements (e.g. service disconnects, equipment disposition / salvage).

Key Solutions and Services

  • ACG provided the following VoIP and Network Services:
    • LAN/WAN Firewall Assessment and Remediation
    • Survivability Design and Implementation
    • Technical Assessment Workbooks (cut sheets)
    • Implementation Support, High Profile, Complex Customer Support
  • ACG provided the following Contact Center Services:
    • Design and build out of HCS environment once Cisco certification was complete
    • Design and build of all HCS based (Enhanced) Contact Center Applications (JFS, Medicaid, CSS, etc.)
  • Provided sales and business development services by identifying and compelling agencies to utilize the new platform

Outcome and Results

  • 30K+ VoIP endpoints installed
  • All network (LAN/WAN) have been upgraded: VoIP ready and capable
  • Expansion into Libraries, Counties and Higher Ed
  • Enhanced Contact Build with feature rich peripheral stack; and over over a thousand agents/ports, with many more in the pipeline
  • Toll free services have been integrated
  • Enterprise contact centers from ODJFS, Medicaid, and County Shared Services have been migrated to the platform
  • Ohio Department of Health has been converted to the platform, the first to have SMS functionality for WIC appointment reminders
  • New enterprise number for eligibility (Medicaid/SNAP/TANF) in Ohio 844-640-6446