Business Case



Business CaseCellular Services Consolidation and Text Message RetentionTable of Contents TOC \h \z \u \t "Heading 2,1" Executive Summary PAGEREF _Toc430013243 \h 21.Problem Definition PAGEREF _Toc430013244 \h 22.Addressing Problem with CWU existing tools, services and products PAGEREF _Toc430013245 \h anizational Impact PAGEREF _Toc430013246 \h 24.CWU Benefits PAGEREF _Toc430013247 \h 35.Strategic Alignment PAGEREF _Toc430013248 \h 36.Cost and Budget Projections PAGEREF _Toc430013249 \h 47.Alternatives PAGEREF _Toc430013250 \h 78.Timing / Schedule: PAGEREF _Toc430013251 \h 79.Technology Migration PAGEREF _Toc430013252 \h 811.Product Life/Application Sunsetting or Decommissioning PAGEREF _Toc430013253 \h 1012.References PAGEREF _Toc430013254 \h 1013.Approvals PAGEREF _Toc430013255 \h 11Business Case Evaluation Rubric PAGEREF _Toc430013256 \h 12Executive SummaryThis business case proposes the University consolidate cellular services to a single provider to reduce costs and to implement a new service to address state requirements for retention of text messages subject to records retention.Sponsoring Department(s): Business Services & Information Services Date of Business Case Preparation: August 2015 Contact Person Name/Phone: Greg Harvill, (509) 963-2934 FORMCHECKBOX New Product/Service FORMCHECKBOX Renewal of Existing Product/Service FORMCHECKBOX Change to a Business Process.Problem Definition The University is spending more money per cell phone than is necessary. Analysis of state contracts shows overall savings can be realized by utilizing newer business oriented service plans and consolidating with one carrier.Based on RCW and guidance from the Washington state Secretary of State, the University is required to retain text messages used for conducting business. Current capabilities, reliant on individuals with no standard means to collect or retrieve, are putting the University at risk of being able to produce text records. Addressing Problem with CWU existing tools, services and productsExisting tools can be used to reduce the overall cost for cellular devices. Consolidation and cost reduction can be achieved through the use of existing state contracts.Existing tools for collecting and retrieving text messages involve manual processes enacted by the customer to “send,” “share,” or “copy-and-paste” a text message and then e-mail to their CWU e-mail account, if that functionality is available on the device. The other potential processes is that the customer keep all business related texts and if/when asked to produce for a records request, the phone is turned-in for records review and the texts hand-copied or e-mailed as functionality anizational ImpactThe primary customers of CWU cellular devices are a cross section of University Faculty and Staff as well as residence advisors and student assistants.Cellular phone numbers will remain the same for the existing customers. New phones can be issued when required. Phones in service that transition to a new carrier will need to be brought in to the Service Desk for conversion.The carrier selected to provide all cellular services will be engaged to provide transitional support to reduce impact on staff.Text message retention will have a procedural impact on employees using texts for University business. Text messages for business purposes are sent via a specific “app” (application) so they are captured and archived. Use of the app will be voluntary and cannot be enforced without implementation of a mobile device management system. All StakeholdersDepartments that pay for cellular servicesHousingBusiness Services (records retention)Facilities ManagementCampus PoliceDining ServicesInformation ServicesPotential Partners/Primary UsersFaculty, Staff, and Students using CWU issued cellular devices.CWU employees conducting University business via text messaging.RFP Requirements Contributors An RFP for consolidating cellular services is not required because the plans are covered by the existing WSCA-NASPO contracts.A text collection and retrieval system will cost about $25,000 and will need an RFP or RFQ. RFP requirements contributors would include the following: DepartmentNameBusiness ServicesToni BurveeInformation ServicesGene Shoda CWU Benefits A reduction in overall cost for University cellular devices.Better capability to collect and retrieve text messages subject to retention. Reduce risks associated with lost, deleted, or unmanaged text records.Strategic AlignmentThis proposal aligns with the core theme of Resource Development and Stewardship. Its intent is to provide excellent service for the University infrastructure at the best price and further protect institutional interests through sound records management practices.Cost and Budget ProjectionsSource of Funding (Speedtype) and Description of the Source of Funding.Funding sources for cell phones will remain unchanged. Each department will be financially responsible, paying all costs incurred for cell phones carried by their employees.The funding for contracted text retention and archiving has not been allocated. It will need to be funded annually either through an increase to Information Services budget as an enterprise service or charged as an incremental increase for each cellular device that supports text messaging. Cellular Consolidation Cost Summaries:In the fiscal year 2014/15, CWU cellular services cost $150,678. An equivalent number of devices consolidated on a cost conscious WSCA service plan could annually be as low as $82,736, saving up to $67,942 annually. (Note: The annual cost of stipend support for the use of 128 personal devices as reported in May 2015 will total $84,960. The average savings realized by replacing payroll stipends with more cost effective CWU phones would be $40,079 annually.)The following are service and cost offerings from currently available WSCA plans listed by the three carriers. The number of the representative device types approximates current CWU cellular services. The estimates do not reflect inclusion of staff currently on stipends.Alternative 1: Verizon Flexible for Business, Twelve Month Estimate $82,736Smart Phones, Unlimited talk/text, 2GB shared data, $50.70/mo.Regular Phones, Flat rate, voice only, $8.99/mo., $.15/per minute.Flexible for Bus. Data device, 100MB shared, $10/mo.One Month Comparison:115 smart phones$5830.5085 regular phones $764.1530 data devices $300Monthly Total$6894.65Average per employee cost: $29.98Pros: Offers a “port-in” credit/exchange for smartphones. Offers vary.Most of the newer AT&T phones will work with Verizon.Con: This will impact the greatest number of customers, over 200.Alternative 2: AT&T Government Share Plan, Twelve Month Estimate $86,483Smart Phones Gov’t. Shared 400 voice minutes, unlimited text & data, $50.97/mo.Regular voice Flat rate, $9.74, $.15/minuteData devices 10MB Pooled plan, $17.25/mo.One Month Comparison:115 smart phones$5861.5585 regular phones $827.9030 data devices $517.50Monthly Total$7206.95 Average per employee cost$31.33Pros: Greatest indicated coverage outside populated areas.CWU already has over 140 of its cell phones with AT&T; transition to this carrier will affect the fewest customers: 27 from Verizon and 56 from Sprint.Offering a $200 port-in credit/exchange for smart phones and a $50 port-in/exchange credit for other devices.Cons: 2nd in relative cost to Verizon.Yields the least cost savings in terms of port-in credit due to far fewer phones to exchange.Leaves the highest number of old phones in service.Alternative 3: Sprint Fusion Plan, Twelve Month Estimate $114,035 Smart Phones, Fusion Plan 1GB shared data, unlimited talk and text, $43+phone lease ($20)Regular Phones, Fusion Basic, voice only, $10+phone lease ($8.33)Data Devices, Fusion Mobile Broadband, 1GB Shared, $15 + Hotspot ($8.33)One Month Comparison:115 smart phones$7,245.0085 regular phones$1,558.0530 data devices $699.90Monthly Total$9,502.95 Average per employee cost$41.32Pros: Includes all new equipment for CWU cellular.Offering a one-time port-in credit for lines brought in from other carriers of $150 per smart phone, and $100 per regular phone.Con: Highest cost of the three alternatives.Data coverage maps indicate a smaller service area than other two carriers.Recommendation: Alternative 1The recommendation is for Verizon for cellular services. Android and iPhone devices will be required for all lines of service that include texting. Voice only service will be provided in all cases where texting is not required.Verizon offers the lowest cost through plans identified on the WSCA contract. Moving to Verizon will allow CWU to realize substantial one time savings through port-in/exchange credits. Conversion to Verizon also presents an opportunity to upgrade existing CWU devices with new equipment at no cost using the free device offered with each plan. The port-in credits for lines of service being transitioned from AT&T and Sprint will present a significant one time savings for CWU. Port in credits can also be used to off-set the cost of more expensive handsets if needed.Text Capture System CostsTo improve capability to collect and retrieve text messages, a new service needs to be provisioned. Better address requirements for records retention of business related text messages on CWU devices and personal cellular devices, a contracted solution will be required. At present, there are 358 total customers: 230 CWU cellular devices and 128 personal devices receiving stipends. Alternative 1: Text Capture Application and Storage: “Tiger Text” or similar product.Alternatives exist for text capture including a system called TigerText. This system represents the core functionality expected, namely, a specific texting “app” is installed on the cellular device and is used exclusively for texts used to conduct University business. Apps exist for Apple, Android and Microsoft devices. The texts are then captured and sent to a storage location under CWU control. Typically, the “app” is licensed on a per person basis so that individuals are allowed to use it on multiple devices. Text messages are stored on either a cloud-based system for $1 per client per month--$358 per month for all CWU customers at this time. Or, texts can be stored onsite for a license cost of $399 per month.Tiger Text, or similar system, monthly cost is $6 per device and archiving at $1 per device, 358 total devices.Total Annual App Licensing Cost: $25,776Archive Data Storage fee: $4,296.25 FTE to maintain and Operate: $25,000One time implementation $2,000Pros: Lowest cost alternative. Completely managed and controlled by CWU.Con: Customer must remember and use the “Tiger Text” or similar application to send texts. If a text comes in from a non-“Tiger Text” user, then the thread must be switched and “Tiger Text” used moving forward. Once “Tiger Text” in use, then whole thread is captured regardless of recipient’s capabilities.Alternative 2: Mobileguard for AT&TAT&T provides a “behind the scenes” system for capturing text messages called Mobile Guard. Mobile Guard is an independent company and is negotiating with other cellular providers but the only implementation at this time is with AT&T. Mobileguard intercepts and copies text messages as they pass through AT&T systems and then makes those texts available to authorized personnel through a cloud-based service.Mobileguard (AT&T only) monthly cost $7 per device, 358 total devices.Total Annual Cost: $30,072Archive Data Storage fee: $4,950One time integration fee: $2,506Pros: Set-and-forget functionality, customer does not need to do anything different.No new system for CWU to maintain and operate. Con: On-going, fixed-dollar cost is relatively high.All incoming texts are captured and stored regardless if for CWU business or not.Requires all customers, CWU and Stipend, to switch to AT&T to use the system.Mobileguard is an attractive alternative because it is “set and forget”—once it’s turned on, the customer does not have to use a specific app. However, two key problems preclude recommendation of Mobileguard. Obsolescence: The Apple native text messaging application iMessage, used on iPhone and iPad devices, has a feature to automatically bypass cellular transmission in favor of the Internet when wireless access is available. Unless this feature is blocked with a mobile device management system (MDM) employees may be unintentionally texting without Mobileguard archival services whenever in range of any wireless service. Other new messaging applications may soon operate in a similar manner, making a cellular-only text solution obsolete without MDM.Requires AT&T service at this time: Limits our choice of carriers to AT&T, and customers using personal devices would need to use AT&T service with Mobileguard.Recommendation: Alternative 1 The recommended solution is TigerText or similar system. The system is independent of cell carrier and underlying technology. AlternativesAlternativeReasons For Not Selecting AlternativeEliminate stipends and require all employees who need cellular service for CWU business to use a CWU cellular device. This alternative reduces overall costs further and management of a homogeneous fleet with a single carrier is more efficient.This will effectively require those who must have a personal device to carry two cell phones. Consolidate to ATT service with Mobileguard for all CWU cell phones. Provide TigerText to employees receiving stipends for cellular service as a means to retain their business related text messages.Creates two points of text retention, increasing operational costs. The text-message encryption-compatibility between Mobileguard and TigerText is unknown and this may create recovery or communication issues between CWU staff.Stop providing University cellular devices, cancel all existing contracts, and issue stipends to all staff who require cellular devices. Use TigerText as the means to address text retention requirements.If employees using CWU plans are transitioned to stipends, it will increase the total cost. Some operations also require University owned devices and phone numbers to maintain continuity as personnel transition to other jobs.Limit all CWU phones to voice service only.There may be a need for text or e-mail to communicate in noisy environments.Personal phones would still need to be addressed with a solution such as TigerText. Timing / Schedule: Task Target DateSelect carrier based on EISC guidance and approval.September 2015Stop contracting new services from the vendors not selected.September 2015Notify constituents of the pending change and gather all unused equipment for recycle sale credit.September 2015Implement change management practices to notify CWU cell phone customers of text retention requirements; initiate training as needed. September 2015Issue RFP for a Text Capture system (Tiger Text or similar)October 2015Make carrier service plan changes and issue any new equipment to constituents currently using the selected carrier for service.October 2015Convert CWU cellular phone numbers with other carriers to the selected carrier; issue new equipment in all cases possible.October-December 2015Implement Text Capture System; add app to new phones.November- January 2015Collection and sale of recycle equipment related to previous contracts for service credit with new carrier.December, 2015Technology Migration The migration of current cellular services to a single provider is relatively simple and should not take more than two months. The process provides an opportunity for Managers and direct Supervisors to assess the needs of their staff and make changes to their cell phone provisions if desired. This will also provide an opportunity to update aging cell phones with new equipment.Some smart phones can transition between Verizon and AT&T, regular feature phones and phones transitioning from Sprint will need to be replaced. Free phones or port-in credits can be used to mitigate new equipment expenses, and standard phone models should be identified. The selection of standard models will be used to provide choices of new equipment that will meet essential business needs without incurring costs beyond the port-in credit. Those who require more expensive models will need to have their department bear the additional cost.Cell phone customers will be transitioned to the new carrier at the Service Desk or another suitable location; their existing numbers will stay the same. While customers are at the Service Desk for equipment transition they will also be given essential orientation to the Text Capture system and application along with written explanation of the records retention requirements driving the need for text archiving.Existing cell phone numbers will be provided to the selected carrier and programed into new devices before employees bring their phones to the Service Desk. When the employee is at the service desk, the phone contacts are transferred to the new phone, the old phone will be deactivated, and the new phone begins service with the same number the old phone previously used.Note: There are several timing issues and “moving parts” relative to the conversion based on vendor practices; a project plan will detail the implementation and conversation.Project Resource Identification/Ongoing Ownership of ProductProject Resource Chart - Estimated Time CommitmentResourceJuneJulyAugSeptOctNovDecJanFebMarProject Lead2040404020Program Support Specialists (2)2040606040Service Desk Staff040404020Total Hours4012014014080ResourceRequirements TimeframePersonnel Transitional support personnel from the cellular service provider, a Project Lead, (2) Program Support Specialist, and Service Desk Staff.Approximately five monthsEquipment Transitional equipment needs provided by the selected service provider, and existing desktop systems used by the Service Desk.Approximately two monthsFacilitiesPhone transactions will be scheduled at the Service Desk or onsite with the customers as needed.Approximately three monthsOngoing Support/Ownership of the product: Upon Completion of the Project the following will apply:Resource(s) DepartmentData Owner: Toni BurveeBusiness ServicesData Steward: Greg HarvillInformation ServicesOngoing Costs: Text Capture System (TigerText estimated at $26,000 annually)Information ServicesAdministrator for the Product/Software:Rick Miller and Nathan HillIS: Networks & Operations and Customer Support Services.Product Life/Application Sun-setting or DecommissioningCellular service comes with a contract requirement; the WSCA contracts will set the extent of this, unless a vendor chooses to offer a shorter contract life.Text Capture systems can be contracted for a single year or a three-year contract. Service is expected to remain operational until business needs change.ReferencesGregory Harvill (Director, Networks & Operations) Kathy Reynolds (Fiscal Technician) Chris Pratz (Business Analyst) Richard DeShields (Associate Dean of Student Success) Dan Layman (Director, Dining Services) Mickey Parker (Facilities Management) Sandy Sperline (Student Computer Labs) Salinda Rodriguez (Sprint) Keith Pacheco (Verizon) Kim Lowry (AT&T Wireless)------------------------------------------------------------------------------------Approvals FORMCHECKBOX Business Case shared with Security Services for compliance and audit review information FORMCHECKBOX Business Case shared with IS Network and Operations FORMCHECKBOX Business Case shared with IS Enterprise ApplicationsThe following actions have been taken by the appropriate Sub-Council (ATAC or BTAC) and Enterprise Information System Committee (EISC):DateAction ByUpon secured funding and approval by the Enterprise Information System Committee (EISC), Enterprise Facilities Committee, or one of the two Sub-Councils (Academic or Business) CWU procurement policies and procedures will be used to initiate a purchase.?CRITERIARUBRIC VALUES1, 4, 7, 10Project ValuesFull Disclosure of Costs Includes implementation and maintenance costs.1: lots of unknown or hidden costs4: some costs are known7 : many costs are known10: all costs, direct & indirect, are known and tabulatedStrategic Alignment Aligns with Strategic Plan1: no alignment4: low7: medium10: highValue/Benefit to "Customer"Customers are consumers or users ofthe product or service could be students, staff, faculty, other campuses, external partners and even other services1: little value/benefit to the customer(s)4: some value/benefit7: a lot of value/benefit to customer10: essential/critical to customer(s)Importance to Risk MitigationWould the campus or customer be exposed to a risk or impact if the product or service is not offered?1: little risk to campus or customer if not offered4: some risk to campus or customer if not offered7: much risk to campus or customer if not offered10: high risk to the campus or customer if not offeredLeverage PotentialMultiplier effect: product or service canbe leveraged for other users/customers on campus or within CWU system; and/or adds value for external partners 1: little leverage potential, isolated service4: some leverage7: much leverage10: service could be leveraged by manyClient ServiceCan this project be completed in the time frame requested? If yes, how much will additional resources be needed?1: highly questionable4: partial completion – substantial additional resources required7: substantial completion – some additional resources required10: complete – no additional resources requiredRequired System/ServiceLegal compliance requirement. Potential impact to core University services. Other services/projects depend on it.1: does not affect other services4: other services/projects depend on it7: other services/projects depend on it and potential impact to core University services10: other services/projects depend on it, and/or potential impact to core University services, and/or legal compliance anizational Impact to Users/Customer Base1: low impact, low number of users4: low impact, high number of users7: high impact, low number of users10: high impact, high number of usersNAME OF PROJECT: RUBRIC TOTAL: left-1817530Business Case Evaluation RubricName: Date:Revision Date:5/4/2015 ................
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