Providing Student E-Mail Getting You Down? Outsource It! Cynthia M. Hadden, Deputy CIO Executive Director, University Information Systems & Brian D. Voss,

Providing Student E-Mail Providing Student E-Mail Getting You Down? Getting You Down?

Outsource It!Outsource It!Cynthia M. Hadden, Deputy CIOCynthia M. Hadden, Deputy CIO

Executive Director, University Information SystemsExecutive Director, University Information Systems&&

Brian D. Voss, Chief Information OfficerBrian D. Voss, Chief Information Officer

Information Technology ServicesInformation Technology ServicesLouisiana State UniversityLouisiana State University

"Copyright [Cynthia Hadden & Brian Voss] [2006]. This work is the intellectual property of the authors. Permission is granted for this material to "Copyright [Cynthia Hadden & Brian Voss] [2006]. This work is the intellectual property of the authors. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is

given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author." given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author."

Providing Student E-Mail Providing Student E-Mail Getting You Down? Outsource Getting You Down? Outsource It!It!

1.1. IntroductionIntroduction From the perspective of experienceFrom the perspective of experience

2.2. In the beginning (1997)In the beginning (1997) E-Mail: The PAWS ConnectionE-Mail: The PAWS Connection

3.3. Six years later (2003)Six years later (2003) The weight of the world or, at least, an e-mail systemThe weight of the world or, at least, an e-mail system

4.4. Change in the air (2003/2004)Change in the air (2003/2004) Let’s outsource it!Let’s outsource it!

5.5. Success (2005/present)Success (2005/present) But, will they like it?But, will they like it? A new CIO (and, he knows E-Mail!)A new CIO (and, he knows E-Mail!) New initiatives (1G mail boxes/Tigerware/Webhosting)New initiatives (1G mail boxes/Tigerware/Webhosting)

From the perspective of From the perspective of ExperienceExperience“Bo knows e-mail”“Bo knows e-mail”

Institutional e-mail hosting – a historical Institutional e-mail hosting – a historical perspectiveperspective $10-$12 and more per head not $10-$12 and more per head not

uncommonuncommon Centrally Served Applications (like Pine, Centrally Served Applications (like Pine,

Elm, VaxMail)Elm, VaxMail) The need for Web interfacesThe need for Web interfaces Anti-Spam, Anti-Virus – a new layer of Anti-Spam, Anti-Virus – a new layer of

costcost More!!!! Quota heartburn and file More!!!! Quota heartburn and file

attachment size limitsattachment size limits

Strategic aspectsStrategic aspects Where hosted? Where hosted? –Outsource vs. Self-providedOutsource vs. Self-provided

Mobility Enablement? Mobility Enablement? –Market options vs. SpecificMarket options vs. Specific

Access? Access? – Via institutional portal and direct accessVia institutional portal and direct access

Client Support? Client Support? – Broad options and specific choicesBroad options and specific choices

Service Drivers? Service Influencers?Service Drivers? Service Influencers?–Market, Cost, Reliability, Integrity, ControlMarket, Cost, Reliability, Integrity, Control

ConsiderationsConsiderations Cost of providing ‘individual’ e-mail is Cost of providing ‘individual’ e-mail is

more than market valuemore than market value– Free providers like Google and Microsoft and Free providers like Google and Microsoft and

Yahoo; now the first two even want your Yahoo; now the first two even want your University businessUniversity business

Risks associated with not providing an Risks associated with not providing an ‘institutional’ e-mail option are high‘institutional’ e-mail option are high–Do you really want to tell your Do you really want to tell your

Chancellor/President that you’re sorry their e-Chancellor/President that you’re sorry their e-mail is out, but you have a call into Googlemail is out, but you have a call into Google

Why not choose both?Why not choose both?– Fracture the traditional faculty/staff vs. student Fracture the traditional faculty/staff vs. student

paradigmparadigm– Institutional and Individual service offeringsInstitutional and Individual service offerings

E-Mail Service StrategiesE-Mail Service Strategies

Outsource-hosted Outsource-hosted architecturearchitecture– Student, Faculty, and Staff usersStudent, Faculty, and Staff users

Mobility enablementMobility enablement– General focus on market optionsGeneral focus on market options

Portal and Direct AccessPortal and Direct Access Support many client Support many client

interfacesinterfaces– IMAP, POP, WebIMAP, POP, Web

Cost and Market DrivenCost and Market Driven– Reliability, Integrity, and Control Reliability, Integrity, and Control

influencedinfluenced

Institution-hosted Institution-hosted architecturearchitecture– Faculty & Staff usersFaculty & Staff users

Mobility enablementMobility enablement– Institutional specific option supportInstitutional specific option support

Portal and Direct AccessPortal and Direct Access Support maximum client Support maximum client

interfacesinterfaces– Desktop app, IMAP, POP, WebDesktop app, IMAP, POP, Web

Reliability, Integrity, and Reliability, Integrity, and Control DrivenControl Driven– Cost and Market influencedCost and Market influenced

Individual Institutional

Providing Student E-Mail Providing Student E-Mail Getting You Down? Outsource Getting You Down? Outsource It!It!

1.1. IntroductionIntroduction From the perspective of experienceFrom the perspective of experience

2.2. In the beginning (1997)In the beginning (1997) E-Mail: The PAWS ConnectionE-Mail: The PAWS Connection

The PAWS ConnectionThe PAWS Connection

Providing Student E-Mail Providing Student E-Mail Getting You Down? Outsource Getting You Down? Outsource It!It!

1.1. IntroductionIntroduction From the perspective of experienceFrom the perspective of experience

2.2. In the beginning (1997)In the beginning (1997) E-Mail: The PAWS ConnectionE-Mail: The PAWS Connection

3.3. Six years later (2003)Six years later (2003) The weight of the world or, at least, an e-mail systemThe weight of the world or, at least, an e-mail system

The weight of the world or, at The weight of the world or, at least an obsolete mail least an obsolete mail system, . . . system, . . .

In 2003, at 6 years old, the student email In 2003, at 6 years old, the student email solution had become obsolete.solution had become obsolete.

Hardware/software maintenance costs were high Hardware/software maintenance costs were high

Cost to upgrade infrastructure ($300K) was high Cost to upgrade infrastructure ($300K) was high

E-mail support personnel were few (and still are)E-mail support personnel were few (and still are)

We were not the only ones We were not the only ones to notice. . . to notice. . .

The SG Information Technology Officer sent an email to The SG Information Technology Officer sent an email to our office asking that we upgrade the student e-mail our office asking that we upgrade the student e-mail system to “greatly aid students who use PAWS as their system to “greatly aid students who use PAWS as their primary e-mail client.” primary e-mail client.”

Students requested improved functionality including Students requested improved functionality including multiple attachments, a signature block, a personal multiple attachments, a signature block, a personal address book & group calendaring.address book & group calendaring.

““When I am forced to use the PAWS e-mail (e.g. when When I am forced to use the PAWS e-mail (e.g. when accessing via the web from remote locations), I am accessing via the web from remote locations), I am amazed that such a frustrating, horrible, primitive, amazed that such a frustrating, horrible, primitive, user-unfriendly e-mail system hasn't been replaced or user-unfriendly e-mail system hasn't been replaced or at least significantly improved by now. . . . “at least significantly improved by now. . . . “

We considered several We considered several options . . .options . . .

Staying the courseStaying the course– Cost prohibitive; Would not meet student requirementsCost prohibitive; Would not meet student requirements

Deploying another solution locallyDeploying another solution locally– Not a cost-effective use of limited resources; Would Not a cost-effective use of limited resources; Would

have e-mail experts spending time on “running to stay have e-mail experts spending time on “running to stay in place” activities rather than pushing the envelope in in place” activities rather than pushing the envelope in other areas.other areas.

Outsourcing e-mail Outsourcing e-mail – The list price of web mail services indicated that The list price of web mail services indicated that

solutions were available for less than $10/box/year - solutions were available for less than $10/box/year - but we would have to be careful to maintain or improve but we would have to be careful to maintain or improve service levels.service levels.

We worked with SG to We worked with SG to further refine user further refine user requirements . . .requirements . . .

EmailEmail– Attachments, Signatures, Spell Check, Rich TextAttachments, Signatures, Spell Check, Rich Text–Out-of-Office Replies, Reply to AllOut-of-Office Replies, Reply to All– Filtering, Flagging and ForwardingFiltering, Flagging and Forwarding–White lists, Block lists, Automatic Junk Mail White lists, Block lists, Automatic Junk Mail

DeletionDeletion

Address BookAddress Book– Nicknames, One click entryNicknames, One click entry

CalendarCalendar– Individual, Group, EnterpriseIndividual, Group, Enterprise

We defined technical We defined technical requirements . . .requirements . . .

CompanyCompany– Hosts email as primary businessHosts email as primary business–Manages 100,000’s of accountsManages 100,000’s of accounts–Operated for two years or moreOperated for two years or more

InfrastructureInfrastructure–Web-based Customization & AdminWeb-based Customization & Admin– Portal Integration CapabilitiesPortal Integration Capabilities– Backup and RecoveryBackup and Recovery

Vendor: 1 2 3 4 5 * *7

Email Requirements

Multiple Attachments Y Y Y Y Y Y Y

Multiple Signatures Y N Y N N N N

Spell check Y Y N N N Y Y

Rich text editing Y Y N Y Y Y Y

Out-of-office auto-reply Y N N Y N Y Y

Reply to all Y Y Y Y Y Y Y

Incoming mail filtering Y N N N N Y Y

Priority mail flagging Y N N N N N Y

Advanced forwarding Y N N N N ? ?

Anti-spam (block, white lists, . .) Y Y Y Y Y Y Y

User-friendly address book Y Y Y Y Y Y Y

Web-based administration Y Y Y Y Y Y ?

> 5 million mail boxes hosted Y ? Y Y ? ? Y

Supports POP3 Y Y Y

Supports IMAP Y N N

We conducted an initial We conducted an initial survey . . survey . .

Vendor: 1 2 3 4 5 * *7

Calendar Requirements

Individual calendar Y N N Y Y N Y

Group calendar Y N N N N ?? *

Enterprise calendar Y N N N N ?? ?

Portal Requirements

Customizable Web Interface Y Y N Y Y ?? ?

File Sharing Y N N Y N ?? ?

Web Publishing Y N N N N ?? ?

Message Boards Y N N N N ?? ?

We conducted an initial We conducted an initial survey . .survey . .

Vendor: 1 2 3 4 5 * *7

Infrastructure Requirements

PAWS Integration (with API) Y N N Y Y Y Y

Current Hardware/Personnel Resources Sufficient Y N Y Y Y YY Y

Hosted Y N Y Y Y YY Y

Scaleable Y Y Y Y Y YY Y

Security, Backup and Recovery Mechanisms Y Y Y Y Y ?? ?

Payment Gateway Y N N N N ?? ?

Primary Competency Requirements

Primary Business is E-mail Y Y Y N Y N*N* Y

Owns E-mail Software; Not a Reseller Y Y Y Y Y YY Y

We conducted an initial We conducted an initial survey . .survey . .

We piloted an We piloted an application . . .application . . .

LSU Web Mail Pilot Student Government

VerySatisfied

SomewhatSatisfied

SomewhatDisatisfied

VeryUnsatisfied

Great look. Great Great look. Great features. Everything features. Everything I have been asking I have been asking for!for!

An address book. An address book. Finally!Finally!

Anything is better Anything is better than the old way!than the old way!

.

We took the initial steps . . .We took the initial steps . . . Spring /Summer 2003Spring /Summer 2003

- Received request for improved web mail &calendaring servicesReceived request for improved web mail &calendaring services- Defined requirements and identified potential servicesDefined requirements and identified potential services- Worked with SG to pilot web mail and calendaring servicesWorked with SG to pilot web mail and calendaring services

Fall 2003Fall 2003- Presented pilot results to STF committee and requested fundingPresented pilot results to STF committee and requested funding- Received approval from the committee to proceedReceived approval from the committee to proceed- Issued an Invitation to Bid to carrier class email providersIssued an Invitation to Bid to carrier class email providers

Spring 2004Spring 2004- Presented results to Procurement Support Team Presented results to Procurement Support Team - Issued an Intent to AwardIssued an Intent to Award- Requested final approval and authority to issue PORequested final approval and authority to issue PO- Prepared for implementation and migrationPrepared for implementation and migration

Providing Student E-Mail Providing Student E-Mail Getting You Down? Outsource Getting You Down? Outsource It!It!

1.1. IntroductionIntroduction From the perspective of experienceFrom the perspective of experience

2.2. In the beginning (1997)In the beginning (1997) E-Mail: The PAWS ConnectionE-Mail: The PAWS Connection

3.3. Six years later (2003)Six years later (2003) The weight of the world or, at least, an e-mail systemThe weight of the world or, at least, an e-mail system

4.4. Change in the air (2003/2004)Change in the air (2003/2004) Let’s outsource it!Let’s outsource it!

Student E-mail SolutionStudent E-mail Solution

Outblaze, Ltd.Outblaze, Ltd.– Carrier class provider hosting > 30M accountsCarrier class provider hosting > 30M accounts– Satisfied all bid specifications Satisfied all bid specifications – Less than $3.00/box/yearLess than $3.00/box/year

Student E-mail FeaturesStudent E-mail Features

Multiple attachmentsMultiple attachments Multiple signaturesMultiple signatures Spell checkSpell check Rich text editingRich text editing Out-of-Office repliesOut-of-Office replies Mail FilteringMail Filtering Mail FlaggingMail Flagging Anti-spam featuresAnti-spam features Address bookAddress book IMAP supportIMAP support POP3 supportPOP3 support

Individual calendarsIndividual calendars Group calendarsGroup calendars Portal integration featuresPortal integration features ScaleableScaleable Backup / RecoveryBackup / Recovery Web-based administrationWeb-based administration Payment gatewayPayment gateway File sharingFile sharing Web publishingWeb publishing Message boardMessage board Task ListsTask Lists

Planned Service OfferingsPlanned Service Offerings Basic Offering (Underwritten by STF)Basic Offering (Underwritten by STF)

– 50 MB storage, Calendaring, Forwarding, Spell Check, 50 MB storage, Calendaring, Forwarding, Spell Check, – Anti-Virus, Anti-SpamAnti-Virus, Anti-Spam

Implementation Date: Late Summer / Early Fall 2004Implementation Date: Late Summer / Early Fall 2004

Storage Upgrade (For Fee)Storage Upgrade (For Fee)– 10 MB storage10 MB storage

Protocol Upgrade (For Fee)Protocol Upgrade (For Fee)– POP/IMAP/SMTPPOP/IMAP/SMTP

Premium Upgrade (For Fee)Premium Upgrade (For Fee)– File Cabinet, Message Board, Photo Album, Homepage BuilderFile Cabinet, Message Board, Photo Album, Homepage Builder

Premium Offering (For Fee)Premium Offering (For Fee)– 50 MB storage, Calendaring, Forwarding, Spell Check, 50 MB storage, Calendaring, Forwarding, Spell Check, – Anti-Virus, Anti-Spam,Anti-Virus, Anti-Spam,– File Cabinet, Message Board, Photo Album, Homepage BuilderFile Cabinet, Message Board, Photo Album, Homepage Builder

Providing Student E-Mail Providing Student E-Mail Getting You Down? Outsource Getting You Down? Outsource It!It!

1.1. IntroductionIntroduction From the perspective of experienceFrom the perspective of experience

2.2. In the beginning (1997)In the beginning (1997) E-Mail: The PAWS ConnectionE-Mail: The PAWS Connection

3.3. Six years later (2003)Six years later (2003) The weight of the world or, at least, an e-mail systemThe weight of the world or, at least, an e-mail system

4.4. Change in the air (2003/2004)Change in the air (2003/2004) Let’s outsource it!Let’s outsource it!

5.5. Success (2005/present)Success (2005/present) But, will they like it?But, will they like it? A new CIO (and, he knows E-Mail!)A new CIO (and, he knows E-Mail!) New initiatives (1G mail boxes/Tigerware/Webhosting)New initiatives (1G mail boxes/Tigerware/Webhosting)

Voluntary MigrationsVoluntary Migrations

Voluntary Migration to Basic Service became Voluntary Migration to Basic Service became available in late June, 2004.available in late June, 2004.

More than 8,300 students migrated to the More than 8,300 students migrated to the new solution by August 31, 2004.new solution by August 31, 2004.

At present, Outblaze hosts more than 25,000 At present, Outblaze hosts more than 25,000 accounts. accounts.

CxC WebhostingCxC Webhosting

The CxC Digital The CxC Digital Portfolio initiated was Portfolio initiated was piloted using the piloted using the webhosting webhosting components of the components of the Outblaze solutionOutblaze solution

New CIO / New ApproachNew CIO / New Approach

Greenlight on outsourcing paradigmGreenlight on outsourcing paradigm Redlight on “For Fee” servicesRedlight on “For Fee” services

InsteadInstead

Ask Student Technology Fee committee Ask Student Technology Fee committee to have the STF underwrite 1 G mail to have the STF underwrite 1 G mail boxes, IMAP/POP3 connectivity, and boxes, IMAP/POP3 connectivity, and web hosting services.web hosting services.

1 Gigabyte Email + 1 Gigabyte Email + IMAP/POP3IMAP/POP3

New FeaturesNew Features– Email Quota 50M -> 1GEmail Quota 50M -> 1G– IMAP/POP3 ConnectivityIMAP/POP3 Connectivity

CostCost– Cost for Basic Services: ~$80K/yearCost for Basic Services: ~$80K/year– Cost for Expanded Services: ~110K/yearCost for Expanded Services: ~110K/year– Total Cost for E-mail Services: ~$190K/yearTotal Cost for E-mail Services: ~$190K/year– Cost Per Student = $6.33/year Cost Per Student = $6.33/year

STF ConnectionSTF Connection– Approximately 95% of the cost of these services Approximately 95% of the cost of these services

are underwritten by the Student Technology Feeare underwritten by the Student Technology Fee

Web HostingWeb Hosting

New FeaturesNew Features–Webhosting capabilitiesWebhosting capabilities–250 M quota for collaborative storage250 M quota for collaborative storage–Supports CxC dPortfolio initiativeSupports CxC dPortfolio initiative– FrontPage provided to all studentsFrontPage provided to all students–Dreamweaver provided in public access labs.Dreamweaver provided in public access labs.

CostCost–Approximately $50K / yearApproximately $50K / year

STF ConnectionSTF Connection–Approximately 95% of the cost of these Approximately 95% of the cost of these services are underwritten by the Student services are underwritten by the Student Technology Fee. FrontPage is delivered to Technology Fee. FrontPage is delivered to students via TigerWare (topic for another students via TigerWare (topic for another presentation).presentation).

Inheriting a Smart DecisionInheriting a Smart Decision

A daring move to outsourceA daring move to outsource Students advocate funding the serviceStudents advocate funding the service

–And advocating increasing the And advocating increasing the investment and service level!investment and service level!

Choosing a provider that offered moreChoosing a provider that offered more–Webhosting, File Space Webhosting, File Space

Choosing a provider that we can be ‘big Choosing a provider that we can be ‘big fish’ to, rather than just another fish’ to, rather than just another minnow in the oceanminnow in the ocean

CIO Points to PonderCIO Points to Ponder Making a choice to adopt a different Making a choice to adopt a different

bifurcation of the paradigmbifurcation of the paradigm– Individual vs Institutional; not faculty/staff Individual vs Institutional; not faculty/staff

vs studentvs student Consider well your Outsourcing OptionsConsider well your Outsourcing Options– Google, Windows Live@edu, OutblazeGoogle, Windows Live@edu, Outblaze– Issues: IMAP, POPIssues: IMAP, POP

Is e-mail a ‘bank’ from which you can Is e-mail a ‘bank’ from which you can draw money for other IT investments?draw money for other IT investments?– Reallocate savings to other IT initiatives?Reallocate savings to other IT initiatives?

Providing Student E-Providing Student E-Mail Getting You Mail Getting You

Down? Outsource It!Down? Outsource It!

Brian D. Voss, CIOBrian D. Voss, CIOCynthia M. Hadden, Deputy CIO & Exec. Dir., Cynthia M. Hadden, Deputy CIO & Exec. Dir.,

UISUIS

Information Technology ServicesInformation Technology ServicesLouisiana State University Louisiana State University