Contents | September 2007 | Volume 2, Issue 5
Clarifying Team for Texas Responsibilities: The CSA and SDM Roles
The Team for Texas (TfT) has made some important organizational changes over the past few months. Two changes of particular interest to agencies are the creation of the service delivery manager (SDM) role and refinements to the client services advocate (CSA) role. While both roles interface closely with agencies on a variety of operational and planning tasks, each has specific day-to-day service delivery responsibilities.
Service Delivery Managers
TfT developed the SDM role to coordinate data center services at an agency level. There are 20 SDMs working with Texas and most work exclusively with just one agency (see chart on page 2). They are the primary point of contact for data center services (DCS) agency IT directors, interfacing with the agency, DIR, and TfT representatives involved in day-to-day DCS operations. While many TfT staff are aligned by subject matter expertise (e.g., procurement, change management) the SDMs are aligned by agency to oversee all DCS operations for that agency. Each agency’s unique environment creates a specific set of SDM responsibilities, however, in general, SDMs:
- Communicate with agency customer representatives (CRs) and IT Directors about operational activities such as critical problem reviews, ongoing service requests, service quality, and service delivery processes
- Facilitate contract deliverable review and approval by explaining to agencies the purpose of deliverables and how all pieces fit together
- Collaborate with CSAs on responses to requests for service ( RFS) to determine RFS priorities, the technical specifications of the work, and the fit of the RFS into overall agency objectives
Pete Nadolski is the SDM for the Texas Workforce Commission (TWC). Nadolski has been an SDM for IBM for six years and he readily shares that the State of Texas contract has been his favorite SDM assignment so far. “I stay very busy at TWC and I absolutely love the work at this agency. It’s not often that you get the opportunity to work at a level that benefits the customer in such clear ways,” says Nadolski.
SDMs are empowered to resolve agency issues in conjunction with agency representatives and TfT leaders. This helps position each of them to develop a deep knowledge of the agency’s DCS operations. Along with technical expertise, this agency knowledge helps SDMs accelerate and streamline operational tasks. “Together we all operate at a level that gets things done for the customer. My job has great empowerment,” says Mike DeBellis, the SDM who is assigned to the Texas Department of Transportation (TxDOT). DeBellis has been an SDM with IBM for nine years and feels that no other type of job could fit him better. “SDMs are the single point of contact for all DCS operational issues within the agencies, and I enjoy the breadth of activity at TxDOT,” shares DeBellis.
IBM customized the SDM job description for the Texas contract, taking into consideration the complexity of agency processes and technical environments. The SDMs meet twice daily to communicate about current operations, priority status, and a variety of service tasks. These meetings enable knowledge sharing, strengthen troubleshooting processes, and promote effective prioritization of DCS operations across the state.
The agencies have started to see the results from the SDM’s work and the value of having an experienced IT professional overseeing all agency services. IT leaders appreciate knowing they can turn to their SDM to support agency operations and act as an advocate for agency services. In DCS Advisory Council meetings, many IT directors have praised the commitment of their SDMs and the level of support the SDMs receive from TfT leadership.
Client Services Advocates
The CSAs form another key part of the TfT team. CSAs focus on strategic planning and coordinating communication for data center services. They help SDMs with issue resolution, especially issues surrounding contractual agreements, staffing gap analysis, service level agreements, and project demand forecasting. Courtney Phelan is one of four CSAs who support the DCS agencies (see chart on page 2). On her role, Phelan comments, “We are the focal support person for the SDM, to ensure that the Team for Texas can quickly and efficiently get the job done.”
Phelan continues, “We also work closely with the DIR service representatives (SRs), agency customer representatives (CRs), and agency IT management. They all give us a picture of what’s happening in the field regarding issue escalation, status notification, scope clarification, and service prioritization, allowing us to respond effectively.” For example, if an SDM expresses operational concern due to a bottleneck in a contract approval, the CSA works to redirect resources to remove the bottleneck. Close interaction with the SDM enables the CSA to work on the most important issues and reduces response and resolution time.
Each agency has a unique technical environment, with complex operational challenges. To build their required knowledge base, the CSAs are working with DIR SRs and agencies to develop a detailed understanding of agencies’ needs, core competencies, and resource availability.
Phelan enjoys the challenges she faces in the important role as a CSA. “I love my job. It is challenging, but I get the opportunity to problem solve and work to get the right people assigned to the right projects. It’s all about making this transition as smooth as possible.”
SDM and CSA Roles and Responsibilities
Service Delivery Managers (SDMs)
SDMs manage the following DCS operations:
- Tactical issue resolution
- Operational reviews
- Critical problem reviews
- Ongoing service requests
Client Services Advocates (CSA)
CSAs assist SDMs in areas that include:
- Strategic issue resolution
- Contractual agreements
- Bottleneck and risk resolution
- Resource redirection
SDMs and CSAs
|
Agency
|
Agency Name
|
SDM
|
CSA
|
| ASU |
Angelo State University |
Bobby Bruner |
Courtenay Phelan |
| DADS |
Department of Aging and Disability Services |
John Pavesi |
Ed Kelly |
| DARS |
Department of Assistive and Rehabilitative Services |
John Pavesi |
Ed Kelly |
| DFPS |
Department of Family and Protective Services |
Kelly Ryan |
Courtenay Phelan |
| DIR |
Department of Information Resources |
Mickey Collins |
Courtenay Phelan |
| DSHS |
Department of State Health Services |
John Taylor |
Ed Kelly |
| HHSC |
Health and Human Services Commission |
Mike Jenkins |
Ed Kelly |
| OAG |
Office of the Attorney General |
Stan Gunn |
Mary Lauderdale |
| PUC |
Public Utility Commission |
Hector Rivera |
Courtenay Phelan |
| RRC |
Railroad Commission |
Keith Scott |
Lori Pierson |
| SOS |
Secretary of State |
Hector Rivera |
Courtenay Phelan |
| TABC |
Texas Alcoholic Beverage Commission |
Hector Rivera |
Courtenay Phelan |
| TBPC |
Texas Building and Procurement Commission |
Shewonia Bowman |
Courtenay Phelan |
| TCEQ |
Texas Commission on Environmental Quality |
Edwin Foo |
Courtenay Phelan |
| TDA |
Texas Department of Agriculture |
Trent Patterson |
Courtenay Phelan |
| TDCJ |
Texas Department of Criminal Justice |
Tommy Jamieson |
Lori Pierson |
| TDI |
Texas Department of insurance |
Dennis Bowen |
Lori Pierson |
| TDLR |
Texas Department of Licensing and Regulation |
Trent Patterson |
Mary Lauderdale |
| TEA |
Texas Education Agency |
Brian K Mitchell |
Lori Pierson |
| THECB |
Texas Higher Education Coordinating Board |
Shewonia Bowman |
Mary Lauderdale |
| TPWD |
Texas Parks and Wildlife Department |
Stan Gunn |
Mary Lauderdale |
| TSLAC |
Texas State Library and Archives Commission |
Terry Barnes |
Mary Lauderdale |
| TVC |
Texas Veteran's Commission |
Terry Barnes |
Lori Pierson |
| TWC |
Texas Workforce Commission |
Peter Nadolski |
Mary Lauderdale |
| TWDB |
Texas Water Development Board |
Mickey Collins |
Lori Pierson |
| TXDOT |
Texas Department of Transportation |
Mike Debellis |
Mary Lauderdale |
| TYC |
Texas Youth Commission |
Terry Barnes |
Lori Pierson |
| All |
Server Governance SDM |
Mickey Boom |
N/A |
| All |
Mainframe Governance SDM |
Vince Decaria |
N/A |
Technology Center Operations: New Leadership – New Name
DIR recently announced leadership changes affecting the DCS contract. Brian Rawson, the state’s chief technology officer and DIR executive director, named Ginger Salone deputy executive director for Statewide Technology Service Delivery. Lara Coffer was promoted to director of Technology Center Operations (TCO), replacing Kim Weatherford who retired on July 31, 2007. Sally Ward replaced Lara Coffer as DCS manager.
Ginger Salone’s DIR responsibilities encompass three divisions: Communications Technology Services (CTS), E-Government and Web Services (E-Government), and TCO. CTS, previously known as Telecommunications or Telecom, is headed by Brian Kelly. This division manages the TEX-AN network, the Capitol Area Complex telephone system, the DIR Wide Area Network (WAN), and the backbone of the state’s 2-1-1 help and information network. E-Government is a new DIR division led by John Miri. This division manages TexasOnline operations, the TexasOnline re-bid, the statewide messaging program, and DIR’s internal IT team. TCO, formerly called Statewide Technology Operations, manages the DCS contract. When Ginger assumed her new role at DIR, she vacated her position as Chair of the DCS Advisory Council. Bowden Hight, Council Vice Chair and IRM for the Railroad Commission of Texas (RRC), became chair and Tim Jennings, Tim Jennings, director of customer and applications services for the Texas Department of Transportation (TxDOT), was elected vice chair.
As TCO division director, Lara Coffer manages the 22 DIR staff members who support the DCS contract. For more information on Lara and Ginger, see “Meet the Team” in the January 2007 Data Center Download.
Sally Ward joins the DIR team with more than 25 years of information technology and sourcing management experience, including extensive experience with Electronic Data Systems Corporation (EDS) where she was project executive for several government accounts. As the chief operating officer for National Heritage Insurance Company (NHIC), Sally was responsible for managing millions of dollars in services provided to the Texas Department of Health State Services and the Texas Health and Human Services Commission. She has extensive experience managing day-to-day delivery and performance for outsourced services, including managing vendor compliance. She also worked for two years for the Comptroller of Public Accounts.
Northrop Grumman Transition
Northrop Grumman Transition Northrop Grumman Transition Northrop Grumman Transition Northrop Grumman Transition Northrop Grumman Transition Northrop Grumman Transition Northrop Grumman Transition Northrop Grumman Transition
At midnight, August 31, 2007, the master services agreement between Northrop Grumman (NG) and the State of Texas ended and IBM assumed responsibility for contracted services. NG has been supporting DIR since September 1, 1996, starting as a subcontractor and moving to prime contractor providing data center operations and disaster recovery for Texas. Their work has included operations, support services, systems management and business recovery; especially focused on mid-range and UNIX-based systems support. NG has also provided chargeback support, maintenance and security for the data center facilities.
A number of NG employees have worked in the state’s facilities in Austin and San Angelo for some time. Many of these employees have become TfT employees and continue to contribute their experience and knowledge to the state. They will be trained on the logistics of the transition and new processes. Knowledgeable “power users,” (TfT subject matter experts), have been assigned for one month to help transitioning staff understand key processes and new tools like Remedy, the DCS Web Portal, and the Domino Document Manager.
The transition includes the transfer of third-party equipment and contracts. NG and TfT have been working for several months to identify all of the in-scope contracts and ensure legal requirements are completed for transition.
Angelo State University (ASU) and portions of several agencies’ DCS operations became part of the DCS contract on August 31 through the NG transition. When the Department of Family and Protective Services (DFPS) data center operations managed by NG transition in December, all in-scope services will be under the TfT contract.
