Oakland County Department of Information Technology

Project Scope and Approach Project Name: PBX Change Order Services

Project ID: TP4186CO

Leadership Group: Information Technology Steering Committee Division: Technical Systems and Networking

Department: Information Technology Project Sponsor: Kevin Bertram Request Type:

Date Requested: 7/15/14

PM Customer No. 186

New Development

IT Team Name: Technical Operations

IT Team No: P

Project Manager/Leader: Troy Deathrage Account Technical Systems and Account Number: 17030 Networking Description: Grant Funded? No

Mandate?

Customer Name: Yes

Information Technology No

Mandate Source:

Project Goal To implement customer initiated PBX change orders so that the customer’s benefits and business objectives are achieved.

Business Objective To provide timely response to customer PBX service requests received via Service Center

Major Deliverables 

Implemented PBX Service Center Change Orders

Approach  

Utilize Service Center System to track and respond to PBX change orders; Coordinate with other teams in IT and vendors as required.

Form Rev. 09/01/2006

Page 1

Project Rev. 7/17/2014

Oakland County Department of Information Technology

Project Scope and Approach Project Name: PBX Change Order Services

Project ID: TP4186CO

Research & Analysis SEMCOG County IT Collaboration Research Research Conducted – Nothing found

Gartner Research Recommendation Research Conducted – Nothing Found

NACo Application Store NA

Benefits See Return on Investment (ROI) Analysis Document

Impact Number of Users

4000+

Divisions

All

Leadership Groups

All

Risk Business Environment

Low – Little or no impact to existing business processes. The project involves review and analysis of current practices, No changes to be done to current practices.

Technical Environment

Low – Proven and previously implemented technologies.

Assumptions Staffing:

IT staffing: resources will be available for the hours indicated per the attached project plan. Other Staffing: additional staffing will be available as follows:

Form Rev. 09/01/2006

Page 2

Project Rev. 7/17/2014

Oakland County Department of Information Technology

Project Scope and Approach Project Name: PBX Change Order Services Role:

Project ID: TP4186CO Name

Hours per Day

Project Sponsor: Kevin Bertram Facilities 

All

Technical  Funding 

Other 

The PBX Change Orders initiated from Service Center will be in scope of this project.



Priority

Constraints  None Identified. 

Exclusions 

Change Orders for specific IT projects.

Form Rev. 09/01/2006

Page 3

Project Rev. 7/17/2014

Oakland County Department of Information Technology

Project Scope and Approach Project Name: PBX Change Order Services

Project ID: TP4186CO

PROJECT PHASE AUTHORIZATION Phase(s): Total Estimated Application Services

Hours:

Cost:

Total Estimated Technical Systems

Hours: 1,130

Cost:

Total Estimated CLEMIS

Hours:

Cost:

Total Estimated Internal Services

Hours:

Cost:

$0

IT Application Services Division Manager Approval:

Date:

IT Technical Systems Division Manager Approval:

Date:

IT CLEMIS Division Manager Approval:

Date:

IT Internal Services Division Manager Approval:

Date:

IT Management Approval: Approved:

Yes

No

Date:

Reason: Project Sponsor Approval: Title:

Date:

PROJECT SUMMARY Authorized Development (see above)

Hours: 1,130

Cost:

Preliminary Estimated Development for Future Phases

Hours:

Cost:

Grand Total Estimated Development

Hours: 1,130

Cost:

Form Rev. 09/01/2006

Page 4

$0

$0

Project Rev. 7/17/2014

Oakland County Department of Information Technology

Project Scope and Approach Project Name: PBX Change Order Services

Project ID: TP4186CO

PROJECT COMPLETION AUTHORIZATION Customer Acceptance of Product: Title:

Date:

Project Office Review:

Date:

Form Rev. 09/01/2006

Page 5

Project Rev. 7/17/2014

Information Technology Strategic Plan Alignment TP4186CO - PBX Change Order Services 3.1 - Provide an Enhanced Application Service Offering 3.1.1 - Increased application integration and standardization through web services

3.1.5 - Increase the agility and responsiveness of business units by expanding customer analytics

3.1.2 - Integrate mobility and location based services in business applications

3.1.6 - Leverage the County's web presence as a branded consolidated point of access to all County information and services

3.1.3 - Promote and utilize shared services through the use of cloud technologies to offset costs and expland product offerings to customers

3.1.7 - Centralize and standardize identity and access management for all applications and content

3.1.4 - Improve the quality, reliability, and availability of all applications

3.2 - Enhance ability to provide effective and timely customer service 3.2.1 - Advance the use of IT Infrastructure Library (ITIL) best practice framework for IT Service Management

3.2.4 - Utilize a formalized customer communication plan

3.2.2 - Implement Configuration Management Database to better identify IT Assets

3.2.5 - Build IT Staff expertise through professional development

3.2.3 - Provide a high-quality training program to empower employees through technology

3.2.6 - Expand capacity through ongoing organization review and right sourcing

3.3 - Implement a Standardized Infrastructure Strategy 3.3.1 - Deliver services using a standardized shared technology infrastructure whereever possible

3.3.4 - Improve service availability through network design and management strategies

3.3.2 - Implement a consolidated security management strategy

3.3.5 - Enhance capacity planning and recovery managment strategies

3.3.3 - Develop and implement a policy for personally owned devices and services

3.3.6 - Adopt an enterprise architecture approach to technology planning, design, and implementation

Run Date

7/16/2014

X

Page 1 of 1

Oakland County -- PBX Change Order Services

TP4186CO

As Of: 7/11/14

Return on Investment Analysis Project Summary Description Benefits/Savings: Tangible Benefits Subtotal: Cost Avoidance Subtotal: Costs: Development Services Subtotal: Hardware Subtotal: Software Subtotal: Infrastructure Subtotal Training Subtotal: Other Subtotal:

Year 1

Annual Statistics: Annual Total Savings Annual Total Costs Annual Return on Investment Annual Costs/Savings Ratio Project Cumulative Statistics: Cumulative Total Savings Cumulative Total Costs Cumulative Return on Investment Cumulative Cost/Savings Ratio

Year 2

Year 3

Year 4

Year 5

Year 6

Total

0 0

0 0

0 0

0 0

0 0

0 0

0 0

90,400 0 0 0 0 0

0 0 0 0 0 0

0 0 0 0 0 0

0 0 0 0 0 0

0 0 0 0 0 0

0 0 0 0 0 0

90,400 0 0 0 0 0

0 90,400

0 0

0 0

0 0

0 0

0 0

0 90,400

(90,400) 0.00%

0.00%

0.00%

0.00%

0.00%

0.00%

(90,400)

0 90,400

0 90,400

0 90,400

0 90,400

0 90,400

0 90,400

0 90,400

(90,400) 0.00%

(90,400) 0.00%

(90,400) 0.00%

(90,400) 0.00%

(90,400) 0.00%

(90,400) 0.00%

(90,400) 0.00% NO PAYBACK

Year Positive Payback Achieved State or Federal Mandate? Signatures: Benefits Reviewed By Project Sponsor

Date:

Costs (including IT Resources) Reviewed By Information Technology Project Manager Date: Costs (including IT Resources) Reviewed By Technical Services Manager Date:

TP4186CO_ROI[1].xls/Project Summary Date Printed: 7/18/2014 Page 1

REV: January 2, 2008

Oakland County -- PBX Change Order Services

TP4186CO

As Of: 7/11/14

Return on Investment Analysis Savings Detail

Benefit/Savings Description

Project Savings Category

Unit Desc

Units

Rate per Unit

Total Savings

Annual Multiplier

0 0 0

Intangible Savings

Providing telephone installation services to customers which will increase efficiency and productivity.

Intangible Benefit

Improved call routing for increased customer service.

Intangible Benefit

Provides billing capabilities for a telephone services

Intangible Benefit

TP4186CO_ROI[1].xls/Savings Detail Date Printed: 7/18/2014 Page 2

Budget Category/Funding Source

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

REV: January 2, 2008

Oakland County -- PBX Change Order Services

TP4186CO

As Of: 7/11/14

Return on Investment Analysis Savings Detail Affects Project ROI? Benefit/Savings Description

Project Savings Category

Y1 Y2 Y3 Y4 Y5 Y6

Potential Savings Extensions Y1

Y2

Y3

Y4

Y5

Y6

Intangible Savings

Providing telephone installation services to customers which will increase efficiency and productivity.

Intangible Benefit

Improved call routing for increased customer service.

Intangible Benefit

Provides billing capabilities for a telephone services

Intangible Benefit

TP4186CO_ROI[1].xls/Savings Detail Date Printed: 7/18/2014 Page 3

REV: January 2, 2008

TP4186CO

Oakland County -- PBX Change Order Services

As Of: 7/11/14

Return on Investment Analysis Savings Summary Benefit/Savings Description Tangible Benefit:

Year 1

Year 2

Year 3

Year 4

Year 5

Year 6

Total

Tangible Benefits Subtotal: Cost Avoidance:

Intangible Benefit: Providing telephone installation services to customers which will increase efficiency and productivity. Improved call routing for increased customer service. Provides billing capabilities for a telephone services Cost Avoidance Subtotal: Savings Total:

TP4186CO_ROI[1].xls/Savings Summary Date Printed: 7/18/2014 Page 4

REV: January 2, 2008

Oakland County -- PBX Change Order Services

TP4186CO

As Of: 7/11/14

Return on Investment Analysis Cost Detail Affects Project ROI? Cost Description

Project Cost Category

IT Hours - New Development

Development Svcs

IT Hours - New Development

Development Svcs

IT Hours - New Development - CNT

Development Svcs

IT Hours - New Development - SCP User Hours - New Development User Hours - PTNE/OT Contractor Professional Services PC System - Acquisition PC System - Maintenance Notebook - Acquisition Notebook - Maintenance Tablet Notebook - Acquisition Tablet Notebook - Maintenance Laserprinter - Acquisition Laserprinter - Maintenance Image Workstations - Acquisition Image Workstations - Maintenance PC Maintenance User Owned Printer Maintenance User Owned Package Software - Acquisition Package Software - Maintenance Business Objects Access Term Emulation SFTW-Acquisition Term Emulation SFTW-Maintenance Server - Acquisition/Upgrade Server - Maintenance Server Sftwre - Acquisition/Upgrade Server Sftwre - Maintenance Server Rack Mount Oracle Enterprise Per Processor Includes Year 1 Maintenance Oracle Enterprise Per Processor - Year 2 and Beyond

Development Svcs Development Svcs Development Svcs Development Svcs Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Software Software Software Software Software Infrastructure Infrastructure Infrastructure Infrastructure Infrastructure

TP4186CO_ROI[1].xls/Cost Detail Date Printed: 7/18/2014 Page 5

Budget Category/Funding Source 17030 - Technical Systems and Networking 17030 - Technical Systems and Networking 17030 - Technical Systems and Networking 17030 - Technical Systems and Networking

Unit Desc

Rate per Unit

Units

Annual Multiplier

Total Cost

1,130

80

90,400

0

46

0

0

122

0

0

122

400

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Infrastructure

21,372

0

Infrastructure

3,432

0

814 2,304 1,223 2,372 2,012 1,432 1,104 3,496 2,304 1,072

8,000 360 335

Y1 Y2 Y3 Y4 Y5 Y6

1.000 x

Y1 90,400.00

REV: January 2, 2008

Oakland County -- PBX Change Order Services

TP4186CO

As Of: 7/11/14

Return on Investment Analysis Cost Detail Affects Project ROI? Cost Description MS SQL Server Standard Per Processor - Includes Year 1 Maintenance MS SQL Server Standard Per Processor - Year 2 and Beyond MS SQL Server Enterprise Per Processor - Includes Year 1 Maintenance MS SQL Server Enterprise Per Processor - Year 2 and Beyond Websphere Basic Per Processor Single/Dual Core - Includes Year 1 Maintenance

Project Cost Category

TP4186CO_ROI[1].xls/Cost Detail Date Printed: 7/18/2014 Page 6

Units

Rate per Unit

Annual Multiplier

Total Cost

Infrastructure

4,725

0

Infrastructure

946

0

Infrastructure

19,693

0

Infrastructure

3,939

0

Infrastructure

3,506

0

701

0

13,180

0

2,635 845

0 0 0 0 0 0 0 0 0

Websphere Basic Per Processor Single/Dual Core - Year 2 and Beyond Infrastructure Websphere ND Per Processor Single/Dual Core - Includes Year 1 Maintenance Infrastructure Websphere ND Per Processor Single/Dual Core - Year 2 and Beyond SSL Certificate TBD TBD TBD TBD Internet Access Project Staff Training User Training

Budget Category/Funding Source

Unit Desc

Infrastructure Infrastructure Infrastructure Infrastructure Infrastructure Infrastructure Infrastructure Training Training

180

Y1 Y2 Y3 Y4 Y5 Y6

REV: January 2, 2008

Y1

Oakland County -- PBX Change Order Services

TP4186CO

As Of: 7/11/14

Return on Investment Analysis Cost Detail Potential Cost Extensions Cost Description

TP4186CO_ROI[1].xls/Cost Detail Date Printed: 7/18/2014 Page 7

Project Cost Category

IT Hours - New Development

Development Svcs

IT Hours - New Development

Development Svcs

IT Hours - New Development - CNT

Development Svcs

IT Hours - New Development - SCP User Hours - New Development User Hours - PTNE/OT Contractor Professional Services PC System - Acquisition PC System - Maintenance Notebook - Acquisition Notebook - Maintenance Tablet Notebook - Acquisition Tablet Notebook - Maintenance Laserprinter - Acquisition Laserprinter - Maintenance Image Workstations - Acquisition Image Workstations - Maintenance PC Maintenance User Owned Printer Maintenance User Owned Package Software - Acquisition Package Software - Maintenance Business Objects Access Term Emulation SFTW-Acquisition Term Emulation SFTW-Maintenance Server - Acquisition/Upgrade Server - Maintenance Server Sftwre - Acquisition/Upgrade Server Sftwre - Maintenance Server Rack Mount Oracle Enterprise Per Processor Includes Year 1 Maintenance Oracle Enterprise Per Processor - Year 2 and Beyond

Development Svcs Development Svcs Development Svcs Development Svcs Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Software Software Software Software Software Infrastructure Infrastructure Infrastructure Infrastructure Infrastructure

Y2

Y3

Y4

Y5

Y6

Infrastructure Infrastructure

REV: January 2, 2008

TP4186CO

Oakland County -- PBX Change Order Services

As Of: 7/11/14

Return on Investment Analysis Cost Detail Potential Cost Extensions Cost Description MS SQL Server Standard Per Processor - Includes Year 1 Maintenance MS SQL Server Standard Per Processor - Year 2 and Beyond MS SQL Server Enterprise Per Processor - Includes Year 1 Maintenance MS SQL Server Enterprise Per Processor - Year 2 and Beyond Websphere Basic Per Processor Single/Dual Core - Includes Year 1 Maintenance

Project Cost Category

Y2

Y3

Y4

Y5

Y6

Infrastructure Infrastructure

Infrastructure Infrastructure

Infrastructure

Websphere Basic Per Processor Single/Dual Core - Year 2 and Beyond Infrastructure Websphere ND Per Processor Single/Dual Core - Includes Year 1 Maintenance Infrastructure Websphere ND Per Processor Single/Dual Core - Year 2 and Beyond SSL Certificate TBD TBD TBD TBD Internet Access Project Staff Training User Training

TP4186CO_ROI[1].xls/Cost Detail Date Printed: 7/18/2014 Page 8

Infrastructure Infrastructure Infrastructure Infrastructure Infrastructure Infrastructure Infrastructure Training Training

REV: January 2, 2008

TP4186CO

Oakland County -- PBX Change Order Services

As Of: 7/11/14

Return on Investment Analysis Cost Summary Cost Description Development Services: IT Hours - New Development IT Hours - New Development IT Hours - New Development - CNT IT Hours - New Development - SCP User Hours - New Development User Hours - PTNE/OT Contractor Professional Services Development Services Subtotal: Hardware:

Year 1 90,400

Year 2

Year 3

Year 4

Year 5

Year 6

Total 90,400

90,400

90,400

90,400

90,400

Hardware Subtotal: Software:

Software Subtotal: Infrastructure:

Infrastructure Subtotal Training:

Training Subtotal: Other:

See Change Order Cost implants Other Subtotal: Costs Total:

TP4186CO_ROI[1].xls/Cost Summary Date Printed: 7/18/2014 Page 9

REV: January 2, 2008

TP4186CO

Oakland County -- PBX Change Order Services

As Of: 7/11/14

Return on Investment Analysis Assumptions Date

Assumption Description

05-Jun-14 Rate per unit on Line 3 of the Cost Detail page is based on a blended rate from this historical data for the 2012-2014 Master Plan

TP4186CO_ROI[1].xls/Assumptions Date Printed: 7/18/2014 Page 10

REV: January 2, 2008