Tennessee Network Update

>> Gathering of State Networks February 9, 2005

What is ConnecTEN?

New “official” StateNets Member State-wide network connecting 95%+ of the K-12 public

schools in Tennessee. Starting to add public libraries and municipal gov’t locations.

Started in 1996 through donations from private industry to provide ISDN connectivity to schools

Provides connectivity directly to schools, does not stop at the district level

We are more than an ISP– aggregate demand for online instructional content– assist local districts with their internal technology needs– create “community” through technology

ConnecTEN Statewide Network

ENAJohnson City

InternetBell South

InternetSprint

InternetAT&T

InternetBell South

InternetSprint

InternetBell South

InternetSprint

ENAKnoxville

ENAMemphis

OIR(State Agencies)

Univ. Memphis& TN Board of

Regents(45 Sites)

UT System(7 Sites)

ENAChattanooga

State DataCenter

ENANashville

SSMS

Agenda

Strategic Direction and Progress Review Service Metrics Customer Survey Results Key Projects Comments, Questions, Other Topics of

Interest

Strategic Direction and Progress

Focus is to enable results further up the chart

ConnecTEN is a cooperative effort between ENA, TN State Dept. of Ed and School Districts

Successfully deployed Student Management System to 30 dist with 40 more coming this year

SDE is deploying On-line Assessment this year over this network

>> Review Service Metrics

Service Metrics – Oct-Dec 2004

100% backbone availability 99.72% school hour uptime for sites

statewide 3 hours and 13 minute average resolution

time, including waiting for vendors and access

No network service level violations since the inception of the contract

 CALENDAR YEAR 2002 2003 2004 Overall

% Proactive Notification for Outages 81% 93% 97% 92%

Resolution Time 7:14 6:02 4:10 5:37

Calls per month 1288 934 843 977

- related to email 975 506 286 528

- all others 313 428 557 449

Year-Over-Year Service Metrics

>> Semi-Annual Customer Survey Results

100% of respondents had a positive overall satisfaction rating for ConnecTEN.– 62% Excellent– 33% Above Average– 5% Average– 0% Below Average

100% of respondents said they would recommend ConnecTEN to others.

December 2004 Results

Service & Communications Quality

71% of respondents say service is better this year when compared to last year

– 22% rate service the same– 2% rate service worse

66% of respondents rated us excellent on timeliness of resolution. 31% rated us above average and 3% rated us average.

99% of respondents said they are kept well informed on our news, events and products.

Staff Satisfaction

14

12

95

19

78

5

17

94

1

13

84

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Account Service Managers Field Operations Netw ork Operations Center Escalation Engineers

ConnecTEN Staff Satisfaction - Nov 2004

5 = Excellent

4 = Above Average

3 = Average

2 = Below Average

1 = Poor

>> Key Projects

Network Projects

Backbone Upgrades– Currently a carried-based ATM network– Working on a new circuit-based, fully meshed backbone; hope to leverage

future investments in OneTN– “Next generation” backbone will provide additional capacity for centralized

applications (Student Mgmt, Assessment), distance learning, Internet2, etc. I1 and I2 Access & Peering

– Continue to increase I1 connectivity based on demand, four carriers throughout the state

– I2 via UT System at some point (need help on how to excite school districts)– 100mbps peering between ConnecTEN and state agency, UT System and

Board of Regents networks Fiber deployment to schools and districts

– Most demand right now is amongst schools in a district

Technology Projects

Deploy ConnecTEN Portal beta– Single sign-on for internal and external applications– District and school customization– Centralized school closing resource

Voice over IP– Pilot in process with one school district to get user feedback and direction– “Hosted PBX” for schools and district– Next version will include calling amongst all users and state agencies

Service dashboard– More than circuit utilization, indicate types of use– Allow additional visibility to our internal systems

School LAN Assessments– Evaluate local LANs and provide suggestions– Helps ensure success of statewide centralized applications (Student

Management, Assessment, etc.)

Outreach Projects

Completed major Superintendent outreach campaign– Understand how the network benefits our customers– Establish good points of contact within both organizations

School Board outreach in process– Communicate network value

Advisory Council– Strong participation, semi-annual meetings– Diverse representation (DOE leadership, librarians, principals, teachers,

technology coordinators, and superintendents) Community Relations Director

– Legislative and municipal contact Webinars

– Starting at the end of this month More general education programs

– Technology Coordinator training sessions– New/emerging technology presentations

>> Comments, Questions, Other Topics of Interest