2012 Biennial Performance Report 

Report on Telecommunications Performance

This report addresses Section 2054.055 (b)(10) of the Texas Government Code, which requires the Texas Department of Information Resources (DIR) to report on the progress of the plan for a state telecommunications network; and Section 2054.055 (b)(1) of the Texas Government Code, which requires DIR to address the performance of the statewide telecommunications system and the centralized Capitol Complex Telephone System. 

The Report on Telecommunications Performance is presented in the following sections:



Background

The statewide communications infrastructure is operated and managed by DIR to provide a wide variety of communication services including voice, video, and data, integrated voice response (IVR), wide area network, virtual private network, call center solutions, and Internet services.

The Communications Technology Services (CTS) division of DIR supports the Texas Agency Network (TEX-AN), the statewide consolidated telecommunications system, as well as the Capitol Complex Telephone System (CCTS), which delivers voice and data communications support within the Capitol Complex. State agencies are required to use TEX-AN and CCTS unless a waiver is granted by DIR. DIR is also authorized to offer communications technology services to other political subdivisions such as cities, counties, councils of government, independent school districts, institutions of higher education, and assistance agencies. The program has a stable customer base. From FY 2011 to FY 2012 there was a 2 percent growth in customers, as the result of increased local government participation. 

CTS Customers

Number of Customers FY 2011 FY 2012
State Agency 142 139
Local Government 352 367
Education 233 239
Other 6 3
TOTAL 733 748

Progress

TEX-AN

To provide enhanced services at lower costs to its customers, DIR initiated a reprocurement of TEX-AN in FY 2011. This new contract, TEX-AN Next Generation, establishes a portfolio of communications technology contracts with multiple service options meeting the needs of state agencies and supporting the state’s broad public service and business requirements. It is estimated that with the new pricing negotiated through the reprocurement, the state will save $14 million annually.

Currently, CTS offers competitive solutions for statewide, commercially available voice and data services, an enhanced network and security operations center, and service delivery functions that support end-to-end delivery and management of services to the state. 

Key benefits of the new TEX-AN contracts:

  • Multi-vendor environment, which provides a broader service portfolio and competitive pricing
  • Service Level Agreements and Operational Level Agreements for each vendor, which provide stronger customer protection and remediation of service issues
  • Availability of emerging technologies to ensure the state has access to the newest technologies

Customer Transparency

DIR has employed an automated service delivery system and service catalog that allows customers to easily shop by service category or vendor. A customer portal provides customers with transparent billing and service information, as well as the ability to analyze their communications services data including performance, usage, and account activity.

Capitol Complex Telephone System

The Capitol Complex Telephone System manages 23,000 phones supporting 90 agencies housed in 48 buildings throughout the Capitol Complex. CCTS operations include help desk support; move, add, and change support; and telephone equipment supplies.

Communications Infrastructure Upgrades

Voice over Internet Protocol (VoIP) Pilot – DIR upgraded and configured its internal VoIP platform to explore advanced IP-based telephone services and unified communications that have the potential to offer converged voice communication, voice mail, video conferencing, as well as collaboration, and mobile solutions. The pilot project will continue to establish service requirements and functionality that may become a platform to serve all CCTS agencies.

Network and Security Operations Center (NSOC)

The NSOC monitors state-managed and -operated data networks and collaborates with a vendor to provide security services to state agencies and eligible state entities. Advanced security services are available to agencies through an advanced Security Event and Threat Analysis (SETA) cloud-based platform that provides state agencies with 24/7 security monitoring, security incident alerts, archival of incidents, and individualized incident response plans. 

Performance

Capitol Complex Telephone System

As shown in the tables that follow, DIR has met or exceeded most CCTS performance targets set by the Legislature.

CCTS customers consistently receive timely, superior service from CCTS operations staff. Committed to providing exceptional service, DIR will continue to monitor these measures to help ensure it provides reliable and cost-effective communications technology services to its Capitol Complex customers.

CCTS – Service Objectives and Performance Measures

Item FY2011
Targeted
FY2011
Actual
Variance FY2012
Targeted
FY2012
Actual
Variance
Percentage of Customers Satisfied with CCTS 99.0% 98.0% Met 99.0% 99.0% Met
Percentage of CCTS Complaints/Problems Resolved in 8 Working Hours or Less 97.0% 99.0% Met 97.0% 97.75% Exceeded
CCTS Trouble Tickets as a Percentage of Lines in Service 8.44% 0.48% Exceeded 8.44% 2.92% Exceeded

TEX-AN

Through the TEX-AN network, DIR provides statewide communications technology services to state agencies, institutions of higher education, public education, local government, and other publicly funded customers. DIR continues its efforts to meet all TEX-AN performance measure targets established by the Legislature.

TEX-AN – Service Objectives and Performance Measures

Item

FY2011
Targeted

FY2011
Actual

Variance

FY2012
Targeted

FY2012
Actual

Variance
Percentage of Customers Satisfied with TEX-AN

96.0%

83.9

Not Met1

96.0%

88.58%

Met

Percentage of Agencies Migrating and Transitioning to the Voluntary Shared Network Infrastructure

50.0%

52.7%

Exceeded

50.0%

42.8%

Not Met1

Average Price per Intrastate Minute on TEX-AN

$0.05

$0.0395

Met

$0.04

$0.02

Exceeded

Average Price per Interstate Minute on TEX-AN

$0.04

$0.029

Exceeded

$0.04

$0.02

Exceeded

Average Price per Toll-Free Minute on TEX-AN

$0.04

$0.0368

Met

$0.04

$0.02

Exceeded

TEX-AN Trouble Tickets as a Percentage of Lines in Service

7.0%

1.5%

Exceeded

7.0%

2.37%

Exceeded

Average price of data service on TEX-AN

$841.50

$722.56

Exceeded

$841.50

$735.70

Exceeded

Note 1: Changes in the invoice billing procedures resulted in negative surveys in the first quarter of FY 2011; however, survey response satisfaction improved in quarters 2, 3, and 4. In FY 2012, agencies began transitioning from the shared network infrastructure to the new network service contracts under TEX-AN.

In its commitment to provide exemplary customer service, DIR meets with TEX-AN vendors monthly to discuss and improve their performance in meeting the targeted goals. DIR also reviews its internal practices in its efforts to meet or exceed these customer-driven performance measures. In addition, DIR continues to review methods to accurately measure customer satisfaction levels.

In September 2012, DIR convened a telecommunications customer advisory committee to increase customer governance of program activities. The committee discussed its charter, the CTS program, and customer needs. Quarterly meeting will be held to continue to gather customer feedback and increase satisfaction.