1.Oregon Department of Transportation Collaborative Interactive Conferencing (CIC)P100S Version 0.2 Prepared By: Wes Taylor, ISB / TADJohn Brown, ISB / TADLast Save Date:

2. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity EvaluationFilename: appendix-d-webex-video-testdoc2185.docPage 2 of 82 3. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation HistoryVersionDescriptionDate0.1a Rough Draft08/07/20060.2Close to Final Draft (includes CIC Workgroup recommendation) 08/17/2006Table of Contents1. Executive Summary..............................................................................................6 2. Opportunity/Need.................................................................................................8 2.1 Description of the Opportunity/Need...........................................................8 2.2 Background...................................................................................................8 3. Collaborative Interactive Conferencing Description..........................................10 3.1 What is Collaborative Interactive Conferencing........................................10 3.2 What is Currently Deployed ......................................................................10 3.2.1 SMS Remote Control....................................................................................11 3.2.2 Virtual Network Computing (VNC) Remote Control Tools........................11 3.2.3 Remote Assistance........................................................................................11 3.2.4 NetMeeting ..................................................................................................11 3.2.5 iLinc Suite - LearnLinc / MeetingLinc.........................................................11 3.2.6 Polycom Videoconferencing.........................................................................11 3.2.7 Citrix Go To Meeting....................................................................................12 3.2.8 Adobe Macromedia Breeze...........................................................................12 3.2.9 WebEx Proof of Concept..............................................................................12 3.3 Industry Information...................................................................................16 3.3.1 Gartner Hype Cycle .....................................................................................16 3.3.2 Support Approaches......................................................................................17 3.3.3 Deployment Models......................................................................................18 3.3.4 Horizontal Tool Deployment .......................................................................19 4. Business Case.....................................................................................................21 4.1 Description of the Business Case (Whats Wrong)....................................21 4.2 Business Drivers ........................................................................................21 4.3 Business and Technical Requirements.......................................................22 4.3.1 General Requirements ..................................................................................22 4.3.2 Presenter Tools Requirements .....................................................................23 4.3.3 User Tools Requirements..............................................................................25 4.3.4 Reporting Requirements ..............................................................................25 4.3.5 Vendor Requirements...................................................................................26 4.3.6 Other Requirements......................................................................................26 4.3.7 Technical Requirements................................................................................27 4.4 Benefits.......................................................................................................28 4.4.1 Savings / Costing Assumptions....................................................................28 Filename: appendix-d-webex-video-testdoc2185.docPage 3 of 82 4. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation4.4.2 Benefit Estimates..........................................................................................29 5. Potential Options................................................................................................31 5.1 Option 1: WebEx ......................................................................................31 5.1.1 Description ...................................................................................................31 5.1.2 Risk / Value...................................................................................................32 5.1.3 Costs 32 5.2 Option 2: iLinc..........................................................................................34 5.2.1 Description ...................................................................................................34 5.2.2 Risk / Value...................................................................................................34 5.2.3 Costs 35 5.3 Option 3a: Adobe Breeze - Hosted............................................................36 5.3.1 Description ...................................................................................................36 5.3.2 Risks / Value.................................................................................................37 5.3.3 Costs 37 5.4 Option 3b: Adobe Breeze On-premises..................................................39 5.4.1 Description ...................................................................................................39 5.4.2 Risks / Value.................................................................................................39 5.4.3 Costs 40 5.5 Option 4: Microsoft Live Meeting............................................................41 5.5.1 Description ...................................................................................................41 5.5.2 Risks / Value.................................................................................................42 5.5.3 Costs 42 6. Comparison of Potential Options.......................................................................44 6.1 Approach to Comparison............................................................................44 6.2 Comparison ................................................................................................44 6.2.1 ODOT Requirements Analysis.....................................................................44 6.2.2 Forrester Research Web Conferencing Analysis..........................................45 6.2.3 Cost vs. Benefit.............................................................................................46 6.2.4 Cost vs. Functionality...................................................................................47 6.2.5 Overall Value Assessment............................................................................47 7. Recommendation................................................................................................48 7.1 Recommendation........................................................................................48 7.2 Rational.......................................................................................................48 7.3 Next Steps...................................................................................................49 8. Appendix A Definitions and Acronyms..........................................................50 9. Appendix B Deployment Models....................................................................52 10. Appendix C Products Reviewed....................................................................55 11. Appendix D WebEx Video Test....................................................................56 12. Appendix E ODOT Requirement Evaluation Scores....................................57 13. Appendix F ODOT Evaluation Vendor Data Matrix....................................60 14. Appendix G Cost Estimates...........................................................................70 15. Appendix H Licensing Estimate....................................................................75 16. Appendix I Benefits Estimate........................................................................79Filename: appendix-d-webex-video-testdoc2185.docPage 4 of 82 5. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity EvaluationFilename: appendix-d-webex-video-testdoc2185.docPage 5 of 82 6. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation 1.Executive SummaryCollaborative Interactive Conferencing (CIC), also known as real-timecollaboration or web conferencing, is increasingly becoming a strategiccomponent of business communications.The ODOT Information Technology Strategic Plan for 2006 - 2010 identifies aCommunity of Interest (COI) business need of Workforce CollaborationSoftware. In essence, ODOTs customers have stated they have a business needfor tools that will improve collaboration among our workforce, partners andsuppliers. In particular, Human Resources have a need for Distance Learningand collaboration tools. To answer this call, the IS strategy is to provide a suiteof standard collaboration tools and services that is supportable, easy to access,and produces business results.The first step down the collaboration tool path is this Collaborative InteractiveConferencing (CIC) Project. The CIC project goal was to understanddepartment needs / requirements for collaborative interactive conferencing andidentify / qualify potential technology solutions. The CIC project deliverable isthis report. It describes the current business requirements, potential technologysolutions, and associated costs / impacts. The report provides the informationrequired to determine what, if any, further action is needed / warranted.There are a large number of CIC or Web Conferencing products available intodays marketplace. The products considered for evaluation were reduced froman initial list of ten to the four listed below based on information found in tradereviews and project team research.WebEx leads the Web conferencing market with 67% market share. The Webconferencing tools and some desktop features including the whiteboard are not as rich as competitors', and video quality and disability access needimprovement. A core strength is that, in addition to providing audio through itsown network, the product integrates with many audio-only providers.iLinc products are straightforward and simple to use. However, they are onlyavailable on the Windows platform (limits interactive use among users ondifferent platforms) and integration with Microsoft Office tools and otherbusiness applications is not out-of-the-box. The product's strengths includemany UI (user interface) customization options, the ability to import all contenttypes natively that run on Windows, and a flat license model. iLinc receiveshigh marks from customers for its customer service.Microsoft Live Meeting targets enterprise and SMB (small and mediumbusiness) customers with support for meetings, training, and events. However, itdoes not offer advanced functionality like integrated video or full-duplex VoIP.The interface has a familiar look and feel for Microsoft customers, making theproduct more intuitive for first-time users. The product also offers strongintegration with calendaring and IM (instant messaging), and it providesworkers with fast access to collaboration tools. Filename: appendix-d-webex-video-testdoc2185.docPage 6 of 82 7. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation Adobe Macromedia Breeze is a relatively new product in the Web conferencingspace. As such, it lacks some of the features of its competitors, includingapplication integration, screen capture, and Web tours. But Breeze, as a hostedor installed product, offers depth and flexibility in presentation management andUI customization that outpaces most competitors.The following chart compares overall option cost to functionality (54 ODOTCIC requirements developed through a series of interviews with ODOT staff andCIC Workgroup meetings); lower and further to the right is better. er Live ghMeeting Hi stoBreeze HC Breeze rOP e w oiLinc LWebEx Lower HigherFunctionality WebEx functionality most closely matched ODOT requirements and, over a fouryear period of time, was the cheapest option. iLinc came in a close second forboth functionality and cost. Breeze provides almost all of the functionalityrequired by ODOT at slightly more cost. Live Meeting was by far the mostexpensive solution and was not able to meet several ODOT requirements.All options, except Live Meeting, showed a return on investment within twoyears (WebEx within one year) and an eight year ROI of at least two to one.Based on this analysis, ODOT should launch a formal project to implementCollaborative Interactive Conferencing, or Web Conferencing, throughout thedepartment using either the WebEx or iLinc set of CIC products.According to Forrester Research, the basic functionality of web conferencing its sharing of slides, applications, and whiteboards using markup tools withintegrated voice and Web has become a commodity. This analysis supportsForresters findings. Thus, ODOT should select WebEx if speed ofimplementation, minimal ODOT ISB staff impact, or ease of use with externalparties is of high importance. The department should select iLinc if security,long term cost, or the ability for ODOT to influence vendor products / policies /service is of high importance.ODOT should not implement both products as they offer the same functionalityin slightly different packages. Installation / use of both products would notprovide measurable benefit but would increase installation and operational costs.Filename: appendix-d-webex-video-testdoc2185.docPage 7 of 82 8. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation 2.Opportunity/Need2.1Description of the Opportunity/NeedODOT has a growing demand for real-time and team-based collaborationtechnologies. Over the next four years, the organizational need for desktop-baseWeb conferencing and team-based collaboration will grow. While both are stillin an early phase of adoption, they are converging and transitioning in themarketplace while end users expectations are growing. End users are askingISB to provide a more integrated collaboration functionality spanning a varietyof content, communication and collaboration technologies. Overall adoption ofcollaboration tools will increase as these technologies become more integratedwith business needs and processes.As a collaboration toolset, desktop video conferencing with embedded instantmessaging (IM) will experience increasing demand. In particular, ODOT ISplans to expand video conferencing at the desktop in order to support cross-regional ad hoc conversations and teaming while becoming better integratedwith Web conferencing and white boarding. Demand for this service integrationis from ODOT managers needing to stay in touch with ODOT teams spreadacross the State and to make collaboration tools as easy to use as the telephone.Where applicable for ODOT business units, Web conferencing and teamcollaboration technologies will be provided as part of a service on-demand toend users and as part of the Microsoft Office Suite desktop configurations. It isbelieved that adoption of collaboration technologies will be more common forlive meetings and other forms of interpersonal communication supported bycollaboration tools. For ODOT, e-mail is used as the current primary mode ofcollaboration communication in lieu of widely distributed horizontalcollaboration technologies. Concurrently, these tools should not be seen as asubstitute for preferred face-to-face meetings when possible, but can substitutefor the expense of business travel for the purpose of meetings.Web conferencing collaboration products support interaction betweenparticipants in real-time, in a meeting or presentation format. They include file,screen and application sharing, chatting and electronic white boarding. Team-based products provide shared folders and workspaces, threaded discussions anddocument-based collaboration and primarily through asynchronous behavior.Team-based technologies provide a persistent, easy-to-access archive ofdiscussions and stored content. On the other hand, ODOTs BlackBerry mobilemessaging service also plays a key part in ODOTs collaboration toolset forfaster information flow and decision-making. See the draft ODOT BlackberryMobile Messaging Policy by Peter van den Berg delivered to the May 12 ODOTIT Executive Steering Committee.2.2BackgroundThe ODOT Information Technology Strategic Plan for 2006 - 2010 identifies aCommunity of Interest (COI) business need of Workforce CollaborationFilename: appendix-d-webex-video-testdoc2185.doc Page 8 of 82 9. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation Software. In essence, ODOTs customers have stated they have a business needfor tools that will improve collaboration among our workforce, partners andsuppliers. To answer this call, the IS strategy is to provide a suite of standardcollaboration tools and services that is supportable, easy to access, and producesbusiness results.ODOTs IS Strategic Plan - S2, Collaboration Tools - long term vision is forODOT staff and business partners to easily collaborate on projects and workregardless of their physical location; for ODOT staff to be comfortable andproductive using interactive audio and visual collaboration tools and for ODOT-IS to provide a reliable, high-performance IT infrastructure and software tools tosupport collaboration. The ODOT Sponsor for this strategic vision is RonWinterrowd, TAD Manager, Central Services.The first step down the collaboration tool path is the Collaborative InteractiveConferencing (CIC) Project. The CIC project goal is to understand departmentneeds / requirements for collaborative interactive conferencing and identify /qualify potential technology solutions. The CIC project deliverable is thisreport. It describes the current business requirements, potential technologysolutions, and associated costs / impacts. The report provides the informationrequired to determine what, if any, further action is needed / warranted.The following chart depicts the CIC projects major activities and associatedtimeline.March 9 - 31 April 1 - 15 April 16 - 30 May 1 - 15 May 16 - 31 June 1 - 15 June 16 - 30 July 1 - 15 July 16 - 31August 1 - 15InitiationRequirements GatheringProof of Concept Identify Use Cases Evaluate ResultsPrepare Report / PresentationFilename: appendix-d-webex-video-testdoc2185.doc Page 9 of 82 10. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation 3.Collaborative Interactive Conferencing Description3.1What is Collaborative Interactive ConferencingCollaborative Interactive Conferencing or web conferencing is used to holdgroup meetings or live presentations over the Internet. In the early years of theInternet, the terms "web conferencing" and "computer conferencing" were oftenused to refer to group discussions conducted within a message board (via postedtext messages), but the term has evolved to refer specifically to "live" or"synchronous" meetings, while the posted message variety of discussion iscalled a "forum", "message board", or "bulletin board".In a web conference, each participant sits at their own computer, and isconnected to other participants via the internet. The most basic feature of a webconference is screen sharing, whereby conference participants see whatever ison the presenter's screen. Usually this is accompanied by voice communication,either through a traditional telephone conference, or through VoIP, althoughsometimes text chat is used in place of voice.A webinar is a live seminar which is conducted over the World Wide Web. Itis a type of web conferencing. In contrast to a Webcast, which is transmission ofinformation in one direction only, a webinar is designed to be interactivebetween the presenter and audience.Other typical features of a web conference include: slide presentations (oftencreated through PowerPoint), application sharing, in which participants cancooperatively manipulate (say) a spreadsheet on the presenter's computer, webco-browsing, annotation (allowing the presenter to highlight or mark items onthe display), text messaging, file sharing, and polls and surveysSome web conferencing software allows conferences to be recorded for laterplayback.There is a growing trend for web conferences to incorporate VoIP and live videovia web cams. Hence, the boundary between web conferencing andvideoconferencing is blurring and may eventually disappear.Web conferencing is most often sold as a service, hosted on a web servercontrolled by the vendor, either on a usage basis (cost per user per minute) or fora fixed fee (cost per "seat"). However, some vendors make their conferencingsoftware available as a licensed product, allowing organizations that make heavyuse of conferencing to install the software on their own servers.3.2What is Currently DeployedODOT has deployed several solutions to meet one-to-one as well as one-to-many conferencing needs. How these solutions are used and by whom varyacross the organization; from support tools with only administrative use to thetightly scheduled videoconferencing.Filename: appendix-d-webex-video-testdoc2185.docPage 10 of 82 11. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation3.2.1SMS Remote ControlSystems Management Server (SMS) Remote Tools includes SMS RemoteControl. With SMS Remote Control, you can operate and troubleshoot aclients computer and document without physically going to the computer. It isnot normally delivered to clients who are not NT Workstation Administrators.SMS Remote Control provides a very basic one-to-one form of automatedconferencing.3.2.2Virtual Network Computing (VNC) Remote Control ToolsVNCviewer is a client viewer for Virtual Network Computing. VNCviewermakes it possible to view, fully interact, and control one computer from another.VNC Remote Control Tool has two parts: VNCviewer and WinVNC Server.Typical usage in ODOT is by Computer Support Desk personnel, Field ServicesUnit technicians, and Engineering Application Support analysts. This tool is notnormally delivered to clients who are not NT Workstation Administrators.3.2.3Remote AssistanceRemote Assistance is a feature that was included with the Windows XPProfessional operating system. It allows a user to connect to your computerfrom another computer and walk you through a solution. The other user seesyour computer screen and can communicate through a chat box. Usage is notmeasured or known.3.2.4NetMeetingNetMeeting is contained within the Windows XP Professional operating system.It is a Windows real-time collaboration and conferencing client which providesusers with multi-point data conferencing, text chat, whiteboard, file transfer, andpoint-to-point audio and video communications. Although NetMeeting isinstalled on all ODOT PCs it is not obvious how to use and when usedexperiences frequent time-outs. This tool will no longer be offered as part of theWindows when Microsoft releases the next version (code name Vista) of thisoperating system. 3.2.5iLinc Suite - LearnLinc / MeetingLincThe iLinc Suite contains web conferencing products that allow participants tointeract and collaborate online in training sessions, meetings, large conferences,or one-to-one. Real-time collaboration tools include voice over Internetprotocol (VoIP), video, application sharing, PowerPoint delivery, and whiteboarding. ODOT Human Resources purchased 50 iLinc seats under a DASmaster contract several years ago but, up to this point in time, ODOT has onlyplaced this tool in a test environment. 3.2.6Polycom VideoconferencingIn March of 2003 ODOT began using Polycom brand videoconferencingequipment. The department currently has eight videoconferencing locationsdistributed across the state (Region 1 HQ, TAD HQ, HR Center, TransportationFilename: appendix-d-webex-video-testdoc2185.docPage 11 of 82 12. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation Building, Region 3 HQ, Region 3 White City, Region 4 HQ, and Region 5 HQ).ODOT use of videoconferencing averages 5.6 meetings / 14.6 hours per day.The eight locations are costing the agency approximately $70,000 per year. 3.2.7Citrix Go To MeetingDMV is using Citrix Go To Meeting to allow Digimarc, the Digital PhotoLicense vendor, to come into ODOT systems in order to troubleshoot problemsand to update their software. DMV looked at WebEx but determined it was tooexpensive for the limited functionality they required. 3.2.8Adobe Macromedia BreezeMCTB and DMV have licensed, and are using, a Breeze module to publishinformation on ODOTs website. They do not have licenses for most of theBreeze modules nor are they using Breeze as a web conferencing tool. 3.2.9WebEx Proof of ConceptODOT launched a three month web conferencing Proof of Concept (POC)using WebExs Meeting Center web conferencing tool (video) paired withAT&Ts Reservationless Conferencing service (audio) in April of 2006. Thepurpose of the POC was to allow a small number of ODOT staff across theagency to gain hands-on experience preparing for, setting up, managing, andparticipating in a variety of web conference meeting types.The following charts show the average number of meetings conducted permonth during the POC, the number of meeting attendees, meeting duration, andpeople-minutes per meeting.Filename: appendix-d-webex-video-testdoc2185.doc Page 12 of 82 13. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity EvaluationAverage Number of M eetings35.030.0Avg Nbr Mtgs25.020.015.010.0 5.0 0.0 AprilMay JuneJuly Average Number of Attendees per Meeting5.0 4.5 Avg Attendees4.0 3.5 People per Meeting3.0 2.5 2.0 1.5 1.0 0.5 0.0 AprilMayJuneJulyFilename: appendix-d-webex-video-testdoc2185.docPage 13 of 82 14. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation Average Duration of Meeting 9080Average Duration 706050 Minutes 40302010 0 April May JuneJuly Avg PeopleMinutes per Meeting450 400Avg PeopleMinutes350 300 People x Minutes250 200 150 100 50 0 April May JuneJulyFilename: appendix-d-webex-video-testdoc2185.doc Page 14 of 82 15. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation The following comments illustrate the general feelings of POC meetingparticipants: I found that the process for signing onto the website and connection to the training was relatively easy for a first time user. As for the training, it was great to be able to interact with other participants and have discussions on issue(s) that came to mind during the training without leaving my desk. I think this innovative training process will be a valuable asset to ODOT and reduce the need to travel to remote areas of the state which in turn creates a positive influence on ODOT's travel budget . . . I think the Region staff would enjoy the ease of this type of training. It's good that ODOT is looking for useful ways to keep the staff informed by using cutting edge of technology such as this WebEx training tool. I think the WebEx system worked fine. You can hear well and you can see what the host is talking about. Don't know how much it costs but it seems like a good way to go to me." I think this (web conferencing) is a great format for trainings/information exchanges. This information is easy to see; video conferences are not as easy to see things in. The data transfer is maybe a little slow (especially in Region 5) I mean like scrolling through the documents, but its not unbearable. With the voice part live and interactive it keeps you focused. I hope you will be able to use it more.The pros and cons of using web conferencing, and to some extent WebEx inparticular, are contained in the following table: Pros Cons Easy to use / setupiLinc appears to be a little easier to use Support quick and helpful (WebEx Not able to get recording feature to work specific) Online training good ODOT will need a champion to market tooland help with use problems if adoption is tobe successful Core functions work well Would need headsets (probably wireless) ifan individual was going to do many or longmeetings Ability to add external usersDoes not appear to provide an over theshoulder feature (WebEx specific) Partnership with PathLore (WebEx Does not allow host to restrict private chat specific)(WebEx specific) No seat limit (WebEx specific) Time delay in some remote locations Focuses attendees attention on what is onFirst time users need some intro to be the screen comfortable with toolFilename: appendix-d-webex-video-testdoc2185.doc Page 15 of 82 16. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation3.3Industry Information 3.3.1Gartner Hype CycleGartner's Hype Cycles highlight the relative maturity of technologies across awide range of IT domains, targeting different IT roles and responsibilities. EachHype Cycle provides a snapshot of the position of technologies relative to amarket, region or industry, identifying which technologies are hyped, which aresuffering the inevitable disillusionment and which are stable enough to allow fora reasonable understanding of when and how to use them appropriately. Thefollowing chart contains Gartners current Collaboration Tools Hype Cycle.Two important trends are shaping technologies for collaboration andcommunication:First, there is a natural evolution toward the maturity of already-familiartechnologies, which are also becoming available as more-coherent "bundles" ofuser-friendly and flexibly deployable collaboration technologies. Within thisbusiness-as-usual consolidation context, technologies such as instant messagingand Web conferencing have continued to mature, and they soon will becomeeasier to embed in different business contexts, because of more-diverse accessand integration options such as collaboration portlets and collaborationintegration frameworks. Some early offerings involving componentizedcollaboration services, designed for use across multiple applications or portalframeworks, promise even more flexibility. The consequences of thistechnology evolution will not be in terms of disruption or new opportunities;instead, they will involve the ways in which well-understood collaborationFilename: appendix-d-webex-video-testdoc2185.doc Page 16 of 82 17. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation technology can be used for operational support, and as a catalyst for innovationor business transformation.Second, a more disruptive trend is originating outside the organization. Theubiquity of Internet connectivity has provided the basic means through whichindividual, and often voluntary, collaboration is emerging in different fields,such as collaborative authoring, blogging, social tagging and open-sourcesoftware development. The most immediate consequence of such socialnetworking phenomena for companies will be in terms of appropriate responsesto workers who might be engaged in such activities or who might use socialsoftware within their organizations or demand systematic support from their ITorganizations. In the longer term, however, there may be more far-reachingimplications for organizations that can understand and safely use the power ofsocial networks and networked collective intelligence for competitiveadvantage. 3.3.2Support ApproachesCollaborative Interactive Conferencing (CIC), also known as real-timecollaboration or web meeting and web conferencing technology, areincreasingly strategic components of business communications. As a result ofthe growing demand for these solutions, individual departments and workgroupsoften purchase real-time collaboration without ITs knowledge or input. Theresulting duplication of point solutions increases an organizations total cost ofownership (TCO).High degree of richness of collaborationrequired (teaming, sharing, interacting) Anarchy: DepartmentalIT Managed Agility:Implementation of PointMultiple CollaborationProducts Tools In-HouseIndividual teams definingDivisions or team select from acollaboration as needed no set of blessed products withinoverall strategy the organization based on team or individual needA Strategic Tactical planful, reaction toproactivecollaboration approachneeds Limited: Communication IT Controlled:towardcollaborationTechnologies Focused Companywide Collaboration SolutionLimited shared teaming Broad strategy, specific andsupported using e-mail and defined set of products, limitedcalendaring for coordination ability to meet broad team andand communication individual needsLower degree of richness of collaboration required (communication, coordinating)Filename: appendix-d-webex-video-testdoc2185.docPage 17 of 82 18. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation By setting standards and selecting a preferred vendor for real-time collaboration,IT can drive down TCO and improve overall utilization, availability andusability. Enterprise-wide, IT-driven collaboration standards make sense for ITand business users alike. 3.3.3Deployment ModelsThere are four major Web conferencing deployment models. The on-premisesmodel installs software on systems owned and operated by the enterprise. In thehosted model, the Web conferencing software runs on the vendors (or apartners) systems and the user accesses the capabilities over the Internet. Theblended model combines these two models; companies install the Webconferencing software similar to the on-premises model, but also use hostedservices to handle peak loads. With the managed services model the softwareruns on servers located in the companys data center, but a service providermanages the servers remotely.Hosting works well when participants are widely distributed, are all connectedthrough the Internet, and do not share a common IT infrastructure. Small andmedium businesses lean toward this deployment model because they have fewerIT responsibilities and receive automatic product upgrades from the vendor.Larger enterprises that conduct a large number of external Web conferences orwith business models that encourage outsourcing for all but core businessapplications tend to use Web conferencing as a service.For heavy users requiring strong security or integration with enterpriseapplications, purchasing, integrating, and operating a server internally is oftenthe most cost-effective scenario. Although the current market is equally strongbetween hosted and on-premises solutions, Forrester expects that the on-premises Web conferencing solutions will outpace the hosted model in the nextthree years as conferencing continues to become a must-have for informationworkers.Today, hosted service providers operate about 75 percent of Web conferencesand this deployment model will, according to Gartner Research, remaindominant through 2007 (0.8 probability). As Web conferencing integrates withother collaboration technologies, and IT departments learn more about therequirements for real-time collaboration, more companies will deploy softwareon their premises, or use an approach that combines the hosted and on-premises models.Although the current market is equally strong between hosted and installed (on-premises) solutions, Forrester expects that the installed Web conferencingsolutions will outpace the hosted model in the next three years as conferencingcontinues to become a must-have for information workers. . . Some companiestry out Web conferencing as a hosted service and then bring the application in-house at a later date. Many vendors but not all offer both solutions,making the hybrid model a realistic alternative.See Appendix B, Deployment Models, for additional information.Filename: appendix-d-webex-video-testdoc2185.docPage 18 of 82 19. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation 3.3.4Horizontal Tool DeploymentWorkplace technology, when planned and implemented correctly, can improveefficiency and increase employee impact. For example, business processmanagement tools can help drive down costs, while business intelligence (BI)tools can help individuals discover new business opportunities in establishedmarket data. Workplace tools that are broadly applicable, cutting acrossdepartment and job role boundaries, are "horizontal" tools. E-mail is oneexample. It's a horizontal (general purpose) tool. These horizontal tools are orwill soon become virtual "birthrights" or entitlements for everyone. Somehorizontal tools (such as formal project management systems) are toospecialized to be deployed to everyone. They should be provided to specialistswhose work will benefit from them most. Workplace technologies can also betailored to specific functions (departments or roles) and integrated into otherapplications (such as a marketing resource management system). WhateverTargeted Departments or individuals acquire asDepartments or individuals who obviously needed need it, or justify itConsPros ConsPros More Little or no ITOverlap and Costs aremanagementeffort redundancylimited effort Persistent Many usersFills main (orPunish forusers get what wont persevere loudest) needsusagethey want Why is it there?Trackable Limited vendor leverageUniversal Deploy to all users as a corporate utilityPros ConsNo need to track and charge backInfrastructure impactLow barriers mean unexpected collaboration more likely to Higher initial cost happenEconomies of scale, better negotiationsCan incorporate into processes Universal or horizontal tools, which answer the question, "What workplace toolsshould we make available to everyone?" include: E-mail Instant messaging (IM) Search (personal, portal and global) Content creation and editing PortalFilename: appendix-d-webex-video-testdoc2185.docPage 19 of 82 20. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation Team rooms Web conferencing Basic content servicesJust as almost every worker 30 years ago was given a phone on his or her deskand a four-function calculator to help with their arithmetic, there are certainessentials that every worker needs today. The era of the Internet began 10 yearsago. It's ubiquitous and many of the facilities it provides should be ubiquitous aswell that is, employees will benefit from having access to email, IM (withpresence information) and the ability to search for whatever information theyneed. Information search capabilities should be available at three levels personal, enterprise and Internet information. E-mail may be via Web mail,standard client (such as Thunderbird) or vendor-specific client (such as Notes orOutlook). Employees also need content creation and editing tools built into theire-mail facilities available from their portals or from their own personaldevices (such as a PC, PDA or Internet cafe). An internal portal is no longer a"nice to have." It's a necessity. Minimizing the number of portals ensures thateach is focused and adds value. Team rooms or similar facilities that enableemployees to form communities, and share experiences and information, alongwith e-learning tools and Web conferencing, have universal value. Basic contentservices, which include version control and check-in/checkout facilities, areemerging as "soon to be universal" requirements.Filename: appendix-d-webex-video-testdoc2185.docPage 20 of 82 21. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation 4.Business Case4.1Description of the Business Case (Whats Wrong)Transportation COI -- Collaboration Tools: Transportation works extensivelywith others to deliver and manage Oregons transportation systems. A suite ofcollaboration tools will help the division work effectively and efficiently with itspartners and contractors, and will enable teams to easily collaborate on projectsand work regardless of their physical location.Central Services COI -- Collaboration Tools: Central Services serves manycustomers inside and outside of ODOT and can use collaboration tools toimprove customer service. Central Services employees will be able to workeffectively and productively with these customers and with other team members.In particular, Human Resources have a need for Distance Learning andcollaboration tools.Statewide Initiatives: The number of statewide projects is increasing, requiringmore collaboration across agencies, communication and coordination.Collaboration tools will: Reduce the time delays in document design processes Interactively view, edit and share documents and applications inreal time across the state without employee travel Allow participation in conferences, presentation and trainingsessions across the state without employee travel Reduce space rental and copy expenses for consultant training andstate employeesCOI Needs Assessment Overview: ODOT requires a suite of collaboration toolsand services that meet 80% of needs, as determined by an initial needsassessment, and are available to ODOT staff across the state.4.2Business DriversWhen organizations look to support collaboration, there are usually severalbusiness drivers. Drivers range from increasing productivity to possible costreduction in different areas. At the heart of this is connecting people, processand information. Organizations are increasingly trying to understand how theycan support and enhance collaborative behavior. In many organizations, supportof collaborative activities is still considered "nice to have"; however, increasingnumbers of organizations are taking collaboration requirements seriously. Manysee it as a way to save on operating costs, make people more effective, andencourage new ideas and innovations.The following figure shows the specific areas in which ODOT staff have needsthat they feel CIC technology, if implemented, would positively impact. Filename: appendix-d-webex-video-testdoc2185.docPage 21 of 82 22. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation BetterDecisions CommunityExtensionProgram InnovationManagement Information Rapid Sharing ResponseTeamCost ProductivityDevelopmentReduction IncreaseFocusing on the practical impact of new technology on the working lives ofusers can be invaluable in helping bridge the gap between their needs andtechnological investments. This information helps planners evaluate theapplicability and business value of a technology in different scenarios. Bythinking through the implications, planners can refine their assessment of thecompany's requirements, identify the most appropriate technology anddetermine what work needs to be done to implement it.4.3Business and Technical RequirementsThe CIC requirements listed in this section of the document were developedthrough a series of interviews with ODOT staff and several CIC Workgroupmeetings. The 54 requirements are grouped into seven areas. 4.3.1General Requirements# Requirement Description / Questions G1Meeting supportOffers online one to one, one to many, and many tomany meeting support for both internal and external Filename: appendix-d-webex-video-testdoc2185.doc Page 22 of 82 23. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation meeting participants. G2Training support Offers virtual classroom support for both internal andexternal meeting participants. G3Conference support Offers support for one to many webcasts. G4Software only solution The system should not require specific hardware to runsuch as switches, routers or other network basedhardware (common in video conferencing solutions),satellite dishes or special studio equipment such ascameras, high-end microphones or lighting etc. G5Event management Scheduling is done through an easy-to-use interface inthe administration area. Meetings, classes, and eventscan be scheduled as recurring, whether they happenevery week at the same time or every week at severaldifferent times. Once a meeting, class or event has beenscheduled, the software can automatically send anemail invitation to all of the participants. A remindercan also be sent the day before a scheduled session.Participants can access the session through theadministration site or though a link in the emailinvitation. An extra level of security can be added byrequiring attendees to use a password to join a meeting. G6Outlook supportThe system should support the creation of events inOutlook. Users should be able to see online events intheir Outlook calendar. G7Internal and external useSoftware must be seamless and convenient forcollaboration across the intranet, but secure andauditable for collaboration with employee, customers,and partners outside the firewall. 4.3.2Presenter Tools Requirements# Requirement Description / Questions P1Ease of material creationProduct should support the dragging and dropping offiles, PowerPoint with notes and builds, version control,offline creation of materials, use of tools alreadyfamiliar to the presenter. P2Any file type supportThe solution should support any file type that runs onthe users computers, including PowerPointpresentations with animation and notes, other MSOffice documents, Adobe Acrobat files, and Flash files. P3Whiteboard The whiteboard should have enough tools for users tobe able to freely express themselves. This shouldinclude basic drawing tools (rectangles, squares,circles, lines etc.), freehand tools, text, and the ability tochoose colors and fonts. Contents can be saved orprinted by anyone, at anytime, to capture the flow ofideas. P4Live video The system should support live video image off awebcam of any presenter or speaker in an event.Automatic detection of the webcam is desired. Filename: appendix-d-webex-video-testdoc2185.doc Page 23 of 82 24. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation Receiving video should not require plug-ins, opening offirewall ports or other changes to the application orcomputing environment. P5Integrated public switched Users can dial into an audio conferencing bridge that is telephone network (PSTN) linked into the Web conference. Participants can see audiowho is speaking, and presenters can control individualphone connections (mute, makea presenter and more). P6Integrated Voice over IP (VoIP)Ability to use a PCs speaker and microphone (or a audioheadset) to enable participants to listen to apresentation, or (more rarely) to talk and listen. P7Streaming mediaThe product supports presenting streaming media aspart of live events. Content can be converted tostreaming media. P8Recording, editing, and reuse of The system should be able to record all live content, contentpresent it for editing (cutting, cropping, inserting, andappending image, voice, and materials recordings) andthen for reuse either as a recorded event or within newlive events. P9Multiple presentersThe system should support multiple presenters in anevent. Many times, the content expert is not theorganizer of the event. In turn, these presenters shouldall be able to lead the event with full capabilities. Thesystem should support several assistant presenters in anevent. By enabling assistants and subject matterexperts during the live event, a much more effectiveexperience can be created. The system should be fullyfunctional if the main presenter leaves the event. P10 Synchronized Web BrowsingOnce a participant has shared a specific site, eachparticipant can explore any links, bookmark areas ofinterest, or move on to other sites. Everyone may usethe forward and backward navigation tools andfavorites button found on standard web browsers. Asthe participant with floor control navigates to newpages, all participants are resynchronized to the newlocation. P11 Polls, surveys, and testsPresenter should be able create and administer a poll /survey / test before and during a live event. The systemshould support Yes/No, open text and multipleselections. The system should support saving andreusing questions, polls, surveys, and tests. The systemshould give the presenter the option to send resultsinformation to the users. The presenter should be ableto save the results for later reference. P12 Application SharingThe presenter needs the ability to share any applicationthat runs on their desktop; enable participant interactionwith a software application; share a participantsdesktop with all participants P13 Over the shoulder capability Presenters should have the ability to see participantsdesktops with prior user approval. P14 Break-out sessions Presenters should be able to group participants and sendthem into breakout sessions. The system should letFilename: appendix-d-webex-video-testdoc2185.doc Page 24 of 82 25. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation participants interact in the breakout session, let themcreate content which they then can bring back and sharewith the rest of the forum. P15 Participant management System should display and record attendance and allowparticipant be dropped from an event if the moderatorwishes. P16 Branding A presenter should be able to place his organizationslogo on the participant application, server, portals, etc.4.3.3User Tools Requirements# RequirementDescription / Questions U1Ease of useProduct should be easy to use (users should be able touse the basic application features within 5 minutes). U2Section 508 supportProduct should support the Section 508 standard forusers with disabilities. U3Raise hand Product should allow for raising of hands duringevents; provide method for participants in a love eventto share their feelings (i.e., emoticons); allow sendingand receiving of notes U4Share feelings Product should provide a method for participants in alove event to share their feelings (i.e., emoticons);allow sending and receiving of notes U5Send notes Product in a live event should be able to send notes topresenter, assistants, all participants, or specificparticipant(s). The presenter should be able to blockthis option. U6Whiteboard When given the floor, participants should have accessto whiteboard markup tools (see P3). U7Registration Flexibility is needed in registering users, having themregister themselves, allowing for central registration, orhaving open to all events. U8File Sharing Participants can exchange files during the meeting. U9PerformanceThe user experience with system performancecomprises: start-up time (first use); start-up time (afterclient or agent is loaded); time to join a conference;interactivity can the screen keep up withpresentations, shared workspaces, and demonstrations.Quality of experience must also be supported forcustomers, partners, and employees connecting fromhome offices, hotels, airports, branch offices, overseaslocations, and even coffee shops.4.3.4Reporting Requirements# RequirementDescription / Questions R1Administration reports Administrators need to generate reports of who didwhat and when. R2Event catalogUsers should be able to have an all-encompassing, Filename: appendix-d-webex-video-testdoc2185.doc Page 25 of 82 26. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation searchable event catalog. The catalog shouldconsolidate all types of events, both past recordings,current events, and future ones. 4.3.5Vendor Requirements#Requirement Description / Questions V1SupportConvenient online and telephone-based incidentsubmission, user-friendly self-service, 24 x 7 support,and aggressive SLAs for Priority One incidents. V2Professional servicesTo guarantee successful rollouts, large implementationsof communications platforms require the support ofprofessional training and system experts to achievemaximum system utility in areas such as projectplanning, use analysis, and product training onsite andonline for presenters and administrators. V3ViabilityIs the vendor financially healthy? Is its collaborationbusiness profitable? V4Vision and focus Does the company have a core focus on thecollaboration space, or is collaboration a flavor of themonth that has been acquired to somehow blend in toother core business areas? Is the vendors vision ofreal-time collaboration compatible with you? V5References Are there comparable companies in the same industryusing this vendor that are willing to share theirexperiences? How would they score the vendor againstthese key selection criteria? 4.3.6Other Requirements#Requirement Description / Questions O1Pathlore Learning Management An LMS is software sold and supported by a single System (LMS) interface vendor that automates the following training processand functions Registration and administration tools Skills and records management Courseware access Programming interfaces to packaged applications Professional servicesThe Pathlore LMS is currently in use at ODOT. O2Sharable Content ObjectSCORM is a collection of standards and specifications Reference Model (SCORM)for web-based e-learning. It defines communications compliance between client side content and a host system called therun-time environment (commonly a function of alearning management system). SCORM also defineshow content may be packaged into a transferable ZIPfile. SCORM is a specification of the AdvancedDistributed Learning Initiative, which comes out of theOffice of the Secretary of Defense. Filename: appendix-d-webex-video-testdoc2185.doc Page 26 of 82 27. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation 4.3.7Technical Requirements# RequirementDescription / Questions T1Browser based thin clientA thin client allows use of the product where networkpolicies prevent users from downloading or installingsoftware. T2ScalabilityAs conferencing and collaboration solutions will beused, large spikes in demand will be typical. Thesystem should be scalable to allow any number ofusers, an unlimited number of participants in liveevents, and an unlimited number of concurrent events.Software license agreements should support periodiclarge-scale use without penalizing the organizationduring the times when demand is more modest. T3Portal support T4Directory server integration Must integrate with directory or identity managementplans / projects for trusted authentication and singleuser sign-on. T5Encryption The application should have the option to encrypt allthe data streams with SSL. This should include loggingin, the voice, video, materials, etc. This encryptionshould not degrade performance or have a visibleimpact on the application. T6Password managementThe system should support password rule enforcement,e.g., minimum password length, required characterssuch as a combination of lower and upper case letters,no reuse of names, etc. T7Network impact Whatever the number of users in the system, theexisting network infrastructure should be able to handleit without modifications. What is the minimumbandwidth needed for connecting to an event? Can theparticipants in a live event be connected from both fastand slow connections simultaneously? How muchbandwidth is needed for a single participant (withapplication sharing, with video)? T8Bandwidth based videoThe system should automatically identify which userscan receive video (in light of their bandwidthconstraints) and manage the data streams automatically.Participants with higher bandwidth connections will beable to receive video and audio, while participants withlow bandwidth connections receive audio only in thesame broadcast. T9Material deliveryUsers with a slow connection (such as a 28.8 kb dialup) will have difficulty participating in an event if theirbandwidth is not fully dedicated to the live content(voice etc.). An automatic delivery mechanism thattakes place before an event begins lowers thebandwidth requirements from the end users. (Becauseusers tend not to download materials by themselvesbefore an event, materials should be downloadedautomatically to the users desktop and managedentirely by the system.) Filename: appendix-d-webex-video-testdoc2185.docPage 27 of 82 28. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity EvaluationT10 APIProduct should provide an API to connect to existingbackend applications. T11 Standard workstation Product should be able to run on ODOTs standardworkstation configuration T12 ReliabilityServer uptime: software reliability, redundant and fault-tolerant deployments, and management. Client uptime:the ability to keep users up-to-date without costlysoftware distribution processes (client software shouldbe downloaded and updated on-demand). Networkuptime: generally at the four nines level. T13 Deployment Options Deployment options (hosted, on-premises, etc.) offeredby vendor.4.4Benefits4.4.1Savings / Costing AssumptionsThe following assumptions, created / validated by the CIC Workgroup, wereused to develop both the savings and cost estimates contained in this report.Meeting Assumptions: Number of ODOT users: 1500 Average meeting size: 7 Average meeting duration: 1 hour Rate of adoption: year 1 = 15% year 2 = 50% year 3 = 75% year 4 = 100% Average number of meetings per day once fully adopted: 10 20 Burdened hourly pay: $50.00; Reimbursement rate / mile: $0.45 Miles traveled / person / meeting: 2hr roundtrip = 100 4hr roundtrip = 200 6hr roundtrip = 300Training Assumptions: Number of classes / year once fully adopted (DHS currently doing350 / year, they are about 4 times the size of ODOT): 87.5 Average class size (includes instructor and spare login): 27 Average class duration: 2 hoursFilename: appendix-d-webex-video-testdoc2185.doc Page 28 of 82 29. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation Rate of adoption: year 1 = 15% year 2 = 50% year 3 = 75% year 4 = 100% Miscellaneous Assumptions: Vendor charges will not increase over time. In reality this will nothappen but it is impossible to predict future increases at this pointin time. Increases for hosted options have a much more significantimpact on overall cost that those associated with on-premisessolutions. ODOT network costs will not be significantly impacted. Networktests (see Appendix D WebEx Video Test) showed that it ispossible to conduct meetings using this technology with minimalimpact to the network. Rules associated with use of highbandwidth features will need to be developed / enforced as part ofCIC implementation.4.4.2Benefit EstimatesThe following table contains estimates based solely on savings related to traveltime and mileage. Participation Year 1Year 2Year 3Year 4 Total 1/4 of attendees travel - 2hr roundtrip $ 108,767 $ 362,559$ 543,839$ 725,119$ 1,740,285 1/2 of attendees travel - 2hr roundtrip $ 217,535 $ 725,119$1,087,678 $ 1,450,238$ 3,480,571 3/4 of attendees travel - 2hr roundtrip $ 326,303$1,087,678$1,631,517 $ 2,175,357$ 5,220,857 1/4 of attendees travel - 4hr roundtrip $ 217,535 $ 725,119$1,087,678 $ 1,450,238$ 3,480,571 1/2 of attendees travel - 4hr roundtrip $ 435,071$1,450,238$2,175,357 $ 2,900,476$ 6,961,143 3/4 of attendees travel - 4hr roundtrip $ 652,607$2,175,357$3,263,035 $ 4,350,714$10,441,714 1/4 of attendees travel - 6hr roundtrip $ 326,303$1,087,678$1,631,517 $ 2,175,357$ 5,220,857 1/2 of attendees travel - 6hr roundtrip $ 652,607$2,175,357$3,263,035 $ 4,350,714$10,441,714 3/4 of attendees travel - 6hr roundtrip $ 978,910$3,263,035$4,894,553 $ 6,526,071$15,662,571Filename: appendix-d-webex-video-testdoc2185.doc Page 29 of 82 30. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity EvaluationThere are many other potential areas of hard savings such as reduced phonecharges, reduced overtime, and decreased loss of unproductive employee time.In addition there are many soft savings areas that revolve around the abilityinclude the right people in meetings, effectively presenting needed informationto all meeting attendees, improving employee morale, and saving process steps.To present a conservative picture of the potential savings, in comparison to thecosts associated with this initiative, the remainder of this document only uses thefigures for of meeting attendees - 2 hour roundtrip ($1,740,285.75 for fouryears). In addition, this analysis assumes that savings for years five througheight will be flat (there will be no additional systems usage).Filename: appendix-d-webex-video-testdoc2185.docPage 30 of 82 31. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation 5.Potential OptionsThere are a large number of CIC or Web Conferencing products available intodays marketplace. The products considered for evaluation were reduced froman initial list of ten to the four listed below based on information found in tradereviews and project team research.Appendix C Products Reviewed contains a list of the products considered.Section 4.4.1 of this report contains the assumptions upon which the costestimates contained in this section are based.5.1Option 1: WebEx 5.1.1DescriptionWebEx started in 1996 and has doubled its revenue from $143 million in 2002to $310 million in 2005.WebEx leads the Web conferencing service market with 67% market share andsolutions for meetings, support, training, sales, and events, as well as anenterprise version that bundles all solutions for businesses of all sizes. WebExsMediaTone Network uses a proprietary information switching technology tohandle data, voice, and video communications. However, there are somedrawbacks to WebExs offering: The Web conferencing tools and some desktopfeatures including the whiteboard are not as rich as competitors, andvideo quality and disability access need improvement. But a core strength isthat, in addition to providing audio through its own MediaTone Network, theproduct integrates with many audio-only providers. With its recent acquisitionof Intranets.com, WebEx now seeks to bring Web conferencing into the on-demand market by tightly integrating Web conferencing with asynchronousproducts (e.g., IM, collaboration, and expertise location products), as well aswith other apps like customer relationship management (CRM) software.WebEx Meeting Center supports all platforms and major browsers. It requires atwo megabyte download for full presenter and client interaction. The product ismainly a hosted solution that penetrates the firewall through various ports.WebEx is moving aggressively into integration with core business processes. Itdoes not see its conferencing product as a standalone application, but rather asone that enhances workers productivity and is easily accessible from whateverapplications they are in.WebEx is available to ODOT through ASAP under Oregon State Contract 2257.Filename: appendix-d-webex-video-testdoc2185.docPage 31 of 82 32. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation 5.1.2Risk / ValueImplementation of hosted web **conferencing is a very low risk project as0010almost all technology and associatedsupport resides with the vendor. TheLow Highproject supports departmental strategies, RiskValuehas a quick ROI, and facilitates improved (1.3) (9.1)information exchange and decision making.10005.1.3CostsWebEx One-Time Startup and Four-Year Operations CostsStart-up &Year 1 Year 2Tear 3Year 4 TotalServices andSupplies Licensing $ 66,000$66,000 $ 66,000$66,000$ 264,000Teleconferencing $ 13,602$45,339 $ 68,009$90,678$ 217,628Hardware /Software $ - $-$ - $ -$ -Consulting $ 22,500$ 7,500 $7,500$7,500 $ 45,000 Other $ - $-$ - $ -$ -Sub-Total$102,102$ 118,839 $141,509$164,178 $ 526,628 PersonalServicesISB$ 26,880$12,480 $ 16,320$21,120$ 76,800 Business$ 35,400$33,880 $ 32,920$33,320$ 135,520Sub-Total$ 62,280$46,360 $ 49,240$54,440$ 212,320 Total$164,382$ 165,199 $190,749$218,618 $ 738,948Filename: appendix-d-webex-video-testdoc2185.docPage 32 of 82 33. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity EvaluationWebEx - Cost Per Year $1,200,000$1,000,000 $800,000 $600,000 $400,000 $200,000$-12 3 4 56 78 arar ar arar arar ar YeYe Ye Ye Ye Ye Ye YeWebEx - Cumulative Costs vs Benefits$7,000,000WebEx$6,000,000 Benef it s$5,000,000 $4,000,000 $3,000,000 $2,000,000 $1,000,000 $- 1 2 345 67 8ararar ar arar arar YeYe YeYe YeYeYeYeFilename: appendix-d-webex-video-testdoc2185.docPage 33 of 82 34. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation 5.2Option 2: iLinc 5.2.1DescriptioniLincs rich legacy as an audio conferencing and virtual classroom trainingprovider began in 1998. After surviving mergers, acquisitions, and financialchallenges, iLinc has emerged with a suite of meeting products that expands itsWeb conferencing capabilities beyond the original training product.iLinc has four conferencing products: MeetingLinc, SupportLinc, LearnLinc,and ConferenceLinc, each of which it offers as either a hosted solution or aninstalled application. iLincs products are both straightforward and simple touse. However, MeetingLincs hosted solution is only available on the Windowsplatform, limiting its widespread interactive use among users on differentplatforms. The only tight audio integration is with iLincs own audio system,which limits users who are seeking to integrate with their own audio providers.Another limitation is that integration with Microsoft Office tools and otherbusiness apps is not out-of-the-box. The products strengths include many UIcustomization options and the ability to import all content types natively that runon Windows. An added plus is that iLinc receives high marks from customersfor its responsive customer service.MeetingLincs architecture lacks broad platform support but does support mostbrowsers. It uses HTTPS port 443 for firewall penetration. The product supportsinstalled, service, and hybrid solutions.iLincs vision focuses on building out its enterprise suite meeting product including its own audio and other audio providers and continuing to marketits product through VARs and other resellers. iLinc has plans for integrationwith other business applications and plans to enable quick launch capabilitiesfrom inside common applications and IM.iLincs on-premises solution is available to ODOT through State of OregonPrice Agreement 3048. 5.2.2Risk / ValueImplementation of an on-premises web **conferencing solution may introduce some0010new to ODOT technology however thistechnology would provde added value as itLow RiskHighcould be leveraged in other areas of the (2.0)Valuedepartment. The project supports(9.8)departmental strategies, has a quick ROI,and facilitates improved informationexchange and decision making.10 00Filename: appendix-d-webex-video-testdoc2185.docPage 34 of 82 35. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation 5.2.3CostsiLinc One-Time Startup and Four-Year Operations CostsStart-up &Year 1Year 2 Tear 3Year 4 TotalServices andSupplies Licensing $- $- $- $ -$-Teleconferencing $12,751$42,504$ 63,756 $85,008$204,019Hardware /Software $ 204,415$16,835$ 19,835 $23,835$264,922Consulting $24,000$8,000 $8,000 $ 8,000$ 48,000 Other $- $- $ -$- $-Sub-Total$ 241,166$67,339$ 91,591 $ 116,843$516,941 PersonalServicesISB$38,880$36,680$ 40,520 $45,320$161,400 Business$35,400$33,880$ 32,920 $33,320$135,520Sub-Total$74,280$70,560$ 73,440 $78,640$296,920 Total$ 315,446$ 137,899$165,031 $ 195,483$813,861iLinc - Cost Per Year $1,200,000 $1,000,000$800,000$600,000$400,000$200,000 $- 1234 5678 ar arar ar ar ar ar ar YeYeYeYe YeYe Ye YeFilename: appendix-d-webex-video-testdoc2185.docPage 35 of 82 36. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation iLinc - Cumulative Costs vs Benefits$7,000,000 iLinc$6,000,000Benef it s$5,000,000 $4,000,000 $3,000,000 $2,000,000 $1,000,000 $-1 26 78 34 5 arar arar arar arar YeYe YeYe YeYe YeYe 5.3Option 3a: Adobe Breeze - Hosted 5.3.1DescriptionMacromedia announced Breeze as its Web conferencing product in December2003 as both a hosted and installed application. The four Breeze solutionsinclude Training, Presenter, Events, and Meeting. In December 2005, Adobeacquired Macromedia. Although Adobe Breeze is less than 10% of theconferencing market now, it is growing quickly because its easy to set-up andprovides flexibility in user and host configuration.Adobe Systems Macromedia Breeze is a relatively new product in the Webconferencing space. As such, it lacks some of the features of its competitors,including application integration, screen capture, and Web tours. But Breeze, asa hosted or installed product, offers depth and flexibility in presentationmanagement and UI customization that outpaces most competitors. It uses Flash(a graphics plug-in) to create instant meetings without download delays and hasa simple-to-use, configurable interface that converts content to FlashPaper toachieve much of its ease of use although FlashPaper limits the users abilityto easily save and print content. The products basic conferencing features,multimedia capabilities, and archived recording with word search are leading-edge.The product has strong architecture, with support for all platforms and browsers.As a hosted, installed, or hybrid product, Breeze does not require a special plug-in because it uses Flash, which is common to most computers. For firewallpenetration, it uses its own proprietary trafficking port or port 443 (HTTPS). Filename: appendix-d-webex-video-testdoc2185.docPage 36 of 82 37. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation With Adobe's acquisition of Macromedia, Breeze will be integrated with otherbusiness processes to strengthen collaborative capabilities. Adobe will alsoleverage its asynchronous, document-centric Acrobat product. Adobe has astrong road map for Breeze, which positions Web conferencing as an integratedcollaboration and communication component. This is especially true in theinstalled product, which has richer capabilities than the hosted version.Adobe Systems Macromedia Breeze is available to ODOT through ASAPunder Oregon State Contract 4400034641.5.3.2Risks / ValueImplementation of hosted web**conferencing is a very low risk project as 00 100almost all technology and associatedsupport resides with the vendor. The Low Highproject supports departmental strategies,RiskValuehas a quick ROI, and facilitates improved(1.3) (9.1)information exchange and decision making.100005.3.3CostsBreeze Hosted One-Time Startup and Four-Year Operations CostsStart-up &Year 1 Year 2Tear 3 Year 4 TotalServices andSupplies Licensing $171,850$ 166,750 $166,750 $166,750 $ 672,100Teleconferencing $ 12,751$42,504 $ 63,756 $ 85,008 $ 204,019Hardware /Software $ - $-$ -$- $-Consulting $ 30,000$10,000 $ 10,000 $ 10,000 $ 60,000 Other $ - $-$ -$- $-Sub-Total$214,601$ 219,254 $240,506 $261,758 $ 936,119 PersonalServicesISB$ 26,880$12,480 $ 16,320 $21,120$ 76,800 Business$ 35,400$33,880 $ 32,920 $33,320$ 135,520Sub-Total$ 62,280$46,360 $ 49,240 $54,440$ 212,320 Total$276,881$ 265,614 $289,746 $316,198 $ 1,148,439Filename: appendix-d-webex-video-testdoc2185.doc Page 37 of 82 38. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity EvaluationBreeze H - Cost Per Year $1,200,000$1,000,000 $800,000 $600,000 $400,000 $200,000$-123 4567 8 ar ar arararar arar Ye Ye Ye YeYeYeYeYeBreeze H - Cumulative Costs vs. Benefits$7,000,000Breeze H$6,000,000 Benef it s $5,000,000 $4,000,000 $3,000,000 $2,000,000 $1,000,000 $-1234 5 6 7 8 ar ar arar arararar Ye Ye YeYe Ye YeYeYeFilename: appendix-d-webex-video-testdoc2185.docPage 38 of 82 39. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation 5.4Option 3b: Adobe Breeze On-premises 5.4.1DescriptionMacromedia announced Breeze as its Web conferencing product in December2003 as both a hosted and installed application. The four Breeze solutionsinclude Training, Presenter, Events, and Meeting. In December 2005, Adobeacquired Macromedia. Although Adobe Breeze is less than 10% of theconferencing market now, it is growing quickly because its easy to set-up andprovides flexibility in user and host configuration.Adobe Systems Macromedia Breeze is a relatively new product in the Webconferencing space. As such, it lacks some of the features of its competitors,including application integration, screen capture, and Web tours. But Breeze, asa hosted or installed product, offers depth and flexibility in presentationmanagement and UI customization that outpaces most competitors. It uses Flashto create instant meetings without download delays and has a simple-to-use,configurable interface that converts content to FlashPaper to achieve much of itsease of use although FlashPaper limits the users ability to easily save andprint content. The products basic conferencing features, multimediacapabilities, and archived recording with word search are leading-edge.The product has strong architecture, with support for all platforms and browsers.As a hosted, installed, or hybrid product, Breeze does not require a special plug-in because it uses Flash, which is common to most computers. For firewallpenetration, it uses its own proprietary trafficking port or port 443 (HTTPS).With Adobe's acquisition of Macromedia, Breeze will be integrated with otherbusiness processes to strengthen collaborative capabilities. Adobe will alsoleverage its asynchronous, document-centric Acrobat product. Adobe has astrong road map for Breeze, which positions Web conferencing as an integratedcollaboration and communication component. This is especially true in theinstalled product, which has richer capabilities than the hosted version.Adobe Systems Macromedia Breeze is available to ODOT through ASAPunder Oregon State Contract 4400034641. 5.4.2Risks / Value Implementation of an on-premises web** conferencing solution may introduce some0010 new to ODOT technology however this technology would provde added value as itLowHigh could be leveraged in other areas of the Risk Value department. The project supports (2.0)(9.8) departmental strategies, has a quick ROI, and facilitates improved information exchange and decision making.10 00Filename: appendix-d-webex-video-testdoc2185.doc Page 39 of 82 40. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation 5.4.3CostsBreeze On-premises One-Time Startup and Four-Year Operations CostsStart-up &Year 1 Year 2Tear 3 Year 4 TotalServices andSupplies Licensing $- $ -$-$ - $-Teleconferencing $12,751$42,504$63,756 $ 85,008$ 204,019Hardware /Software $276,601 $37,000$ 40,000$ 44,000$ 397,601Consulting $ 30,000 $10,000$ 10,000$ 10,000$ 60,000 Other $ -$ -$ - $ - $-Sub-Total$319,352 $89,504$ 113,756 $ 139,008 $ 661,620 PersonalServicesISB$38,880$36,680$40,520 $ 45,320$ 161,400 Business$35,400$33,880$32,920 $ 33,320$ 135,520Sub-Total$74,280$70,560$73,440 $ 78,640$ 296,920 Total$393,632 $ 160,064$ 187,196 $ 217,648 $ 958,540 Breeze OP - Cost Per Year$1,200,000$1,000,000 $800,000 $600,000 $400,000 $200,000$-123 4 5 678 arar arar ar ar arar YeYe YeYe Ye YeYeYeFilename: appendix-d-webex-video-testdoc2185.doc Page 40 of 82 41. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation Breeze OP -Cumulative Costs vs. Benefits$7,000,000 $6,000,000Breeze OP$5,000,000 Benef it s $4,000,000 $3,000,000 $2,000,000 $1,000,000 $- 12 345 6 7 8 ar ararararararar Ye YeYeYeYeYeYeYe 5.5Option 4: Microsoft Live Meeting 5.5.1DescriptionMicrosoft Office Live Meeting is second in the web conferencing arena withabout 18% of the market share.Microsoft Office Live Meeting is a leading Web conferencing product that isavailable only as a hosted application. It will integrate with Office 2007 andother business productivity apps and line-of-business (LOB) systems asMicrosoft adds these integrations. The product also offers strong integrationwith calendaring and IM, and it provides workers with fast access tocollaboration tools. Live Meeting targets enterprise and SMB customers throughtwo Web conferencing hosted editions Standard and Professional withsupport for meetings, training, and events. However, it does not offer advancedfunctionality like integrated video or full-duplex VoIP. The interface has afamiliar look and feel for Microsoft customers, making the product moreintuitive for first-time users.Microsoft Office Live Meeting is available only as a hosted application.In the next release of Microsoft SharePoint, Live Meeting will be offered for thefirst time as an installed application. With the next release of the Windowsoperating system (code named Vista) Microsoft will stop providing its freeNet Meeting web conferencing tool.The product is available to ODOT through the states contract with ASAP. Filename: appendix-d-webex-video-testdoc2185.doc Page 41 of 82 42. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation 5.5.2Risks / Value Implementation of hosted web ** conferencing is a very low risk project as 0010 almost all technology and associated support resides with the vendor. The LowHigh project supports departmental strategies, Risk Value has a quick ROI, and facilitates improved (1.3)(9.1) information exchange and decision making.10005.5.3CostsLive Meeting One-Time Startup and Four-Year Operations CostsStart-up &Year 1 Year 2Tear 3Year 4 TotalServices andSupplies Licensing $157,489$ 417,383 $603,021$788,660 $ 1,966,552Teleconferencing $ 16,153$53,844 $80,766 $107,688 $ 258,451Hardware /Software $ - $-$-$- $ -Consulting $ 30,000$10,000 $10,000 $10,000$ 60,000 Other $ - $-$-$- $ -Sub-Total$203,642$ 481,227 $693,787$906,348 $ 2,285,003 PersonalServicesISB$ 26,880$12,480 $16,320 $ 21,120 $76,800 Business$ 35,400$33,880 $32,920 $ 33,320 $135,520Sub-Total$ 62,280$46,360 $49,240 $ 54,440 $212,320 Total$265,922$ 527,587 $743,027$960,788 $ 2,497,323Filename: appendix-d-webex-video-testdoc2185.docPage 42 of 82 43. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation Live Meeting - Costs Per Year$1,200,000$1,000,000 $800,000 $600,000 $400,000 $200,000$-1 2345 678arar arararar ar ar Ye Ye YeYe YeYeYeYe Live Meeting - Cumulative Costs vs. Benefits$7,000,000 Live Meet ing Benef it s$6,000,000$5,000,000 $4,000,000 $3,000,000 $2,000,000$1,000,000 $- 12345 6 7 8 ar ar ar ar arararar YeYe YeYe Ye YeYe YeFilename: appendix-d-webex-video-testdoc2185.doc Page 43 of 82 44. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation 6.Comparison of Potential Options6.1Approach to Comparison Each of the options described in Section 5 were evaluated / compared against weighted ODOT requirements, using Forrester Researchs evaluation scores with ODOT weights, comparing cost versus benefit, balancing cost against functionality, and applying TADs Initiative Assessment tool.6.2Comparison 6.2.1ODOT Requirements Analysis The project team rated each business requirement listed in Section 4.3 of this report for each option selected for a detailed evaluation from one (poor) to seven (outstanding), applied weights, and arrived at final scores as shown in the following table (highest score for each area appears in bold). Detailed option features and scores are available in Appendix E ODOT Requirement Evaluation Scores and Appendix F ODOT Evaluation Vendor Data Matrix of this report. Requirements Breeze - Breeze -iLinc LiveWebExAreaHostedOn-premises Meeting General 132132 132155152 Presenter Tools 288288 304215293 User Tools128128 130133120 Reporting2727241527 Vendor104104 109139149 Other1919191034 Technical 294294 290249270 Total 9929921008916 1045 WebEx and Live Meeting received the highest scores in the General requirements area due to the ease with which they are able to communicate with ODOT external individuals and groups. In the Presenter Tool area iLinc offered strong reuse of content and over the shoulder functionality while Live Meeting lacked required VoIP, streaming media, survey / test, break-out session, and video functionality. WebExs low score in the User Tool area was due to their mediocre whiteboard functionality. All options, with the exception of Live Meeting, appeared to meet ODOTs Reporting area requirements; Live Meeting did not provide any information on their reporting capabilities and does not Filename: appendix-d-webex-video-testdoc2185.doc Page 44 of 82 45. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation supply needed event catalog functionality. WebEx was the only option thatappears to provide out of the box Pathlore integration while Live Meeting is notSCROM compliant. In the Technical area iLinc and Breeze offer hosted on-premises, and blended deployment options but iLinc only works on windowsbased workstations.6.2.2Forrester Research Web Conferencing AnalysisForrester Research is an independent technology and market research companythat provides pragmatic and forward thinking advice about technologys impacton business and consumers. For 22 years, Forrester has been a thought leaderand trusted advisor, helping global clients lead in their markets through itsresearch, consulting, events, and peer-to-peer executive programs.To assess the state of the Web conferencing market and see how the vendorsstack up against each other, Forrester Research, in the second quarter of 2006,evaluated the strengths and weaknesses of top Web conferencing vendors.The following table contains Forrester Researchs evaluation scores for each ofthe options under consideration. The table also shows Forresters weightedtotals as well as ODOT weighted totals, using Forresters evaluation scores andrevised CIC Workgroup ODOT weightings.LiveForresterODOTEvaluation Area Breeze iLinc MeetingWebEx Weighting Weighting CURRENT OFFERING 50% 55% Architecture 4.25 2.653.05 3.8520% 10%Connectivity4.01 2.933.37 4.7820% 20%Interaction & presentation4.06 4.28 4.4 4.0220% 30%Management3.55 4.19 4.3 4.3120% 25%Integration 2.18 2.95 5 4.8220% 10%Services 45 34 0%5% Forrester Weighted Sub-Total 3.613.4 4.0244.356 ODOT Weighted Sub-Total 3.75053.7275 4.024 4.3065 STRATEGY 50% 40% Product strategy4.5 34.5 5100% 30% Cost4 52 50% 70% Forrester Weighted Sub-Total4.5 34.5 5 ODOT Weighted Sub-Total4.15 4.4 2.75 5 MARKET PRESENCE 0%5% Customer Base2.25 23.54.540% 25% Company Financials4.5 2.4 4.254.550% 50%Technology Partners2 45410% 25% Forrester Weighted Sub-Total 3.35 2.44.025 4.45 ODOT Weighted Sub-Total 3.31252.7 4.254.375Forrester Weighted Total 4.055 3.2 4.262 4.678 ODOT Weighted Total 3.88843.9451253.5257 4.587325 All scores are based on a scale of 0 (weak) to 5 (strong) Filename: appendix-d-webex-video-testdoc2185.doc Page 45 of 82 46. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation It is interesting to note that the end result, using Forresters evaluation andODOT weights / priorities, produces the same ranking (1 = WebEx, 2 = iLinc, 3= Breeze, and 4 = Live Meeting) of vendors as the independent evaluationperformed by the CIC project team. 6.2.3Cost vs. BenefitThe following chart combines the cost information from Section 5 with thebenefit information from Section 4.4 of this report. Cumulative Costs vs. Benefits$7,000,000$6,000,000iLinc Benefits $5,000,000WebEx Breeze OP Breeze H $4,000,000 Live Meeting$3,000,000$2,000,000$1,000,000$- 1 234 5 678arar ar ararar ar arYeYe Ye YeYeYe Ye YeAll options, except Live Meeting, show a return on investment within two years(WebEx within one year) and an eight year ROI of at least two to one.Filename: appendix-d-webex-video-testdoc2185.doc Page 46 of 82 47. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation6.2.4Cost vs. FunctionalityCost information from Section 5 and functionality scores from Section 6.2.1were combined to produce the following chart. In this chart lower and further tothe right is better. Live er Meeting gh HiBreezet H os CBreeze OP er w LoiLincWebEx LowerFunctionality Higher6.2.5Overall Value AssessmentTo help validate the project teams evaluation, TADs Initiative Assessment toolwas also applied to each option. The following table shows the Overall Valuescores. Breeze - Hosted Breeze On- iLinc Live MeetingWebEx premises 34 35 35 34 37All options scored above 30 or move forward with a project. WebEx, due toits lower initial cost, received the highest score.Filename: appendix-d-webex-video-testdoc2185.docPage 47 of 82 48. DRAFT Collaborative Interactive Conferencing (CIC)P100S - Opportunity Evaluation 7.Recommendation7.1RecommendationLaunch a formal project to implement Collaborative Interactive Conferencing(CIC), or Web Conferencing, throughout the department using the iLinc set ofCIC products.Do not implement two or more CIC products (i.e., iLinc and WebEx) as theyoffer the same functionality in slightly different packages, would significantlyincrease overall costs, and would cause confusion among the ODOT usercommunity.Obtain hosted web conferencing services for the 50 seats currently owned byODOT from iLinc for initial six months of project (cost approximately $4,875);begin immediate rollout of iLinc web conferencing across ODOT.Obtain iLinc consulting services ($200 per hour) to help work through on-premises installation / security issues and options; architect and install on-premises solution.Place iLinc on-premises web conferencing, for 150 seats, into production bymonth six of implementation project; migrate users from hosted to on-premises web conferencing system.7.2RationalBenefits: Web conferencing will save the department $1.7M+ in its initial fouryears of operation; it will facilitate increased productivity and better decisions.Security: iLinc has the best security coverage; the only major vendor we areaware of that meets the recently released Federal classified data securityrequirements for web conferencing..Cost: iLinc will have the lowest long term costs; ODOT already owns 50 seats,thus the initial investment is reduced; iLincs costing model allows ODOT toown versus rent licenses, this in turn protects the department from future priceincreases.Application Integration: Installing iLincs on-premises CIC solution willprovide ODOT with the future ability to integrate this tool with departmentapplications, hosted implementations (such as WebEx) do not easily allow thisto happen.Presenter / User Experience: iLincs presenter and user tools received thehighest ratings in both the ODOT and Forrester product reviews.Customer Service: iLinc is a small company that is motivated to provide whatits customers require; iLinc received the highest ratings for customer service inboth the ODOT and Forrester product reviews. Filename: appendix-d-webex-video-testdoc2185.docPage 48 of 82 49. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation7.3Next Steps Present Findings / Recommendation to ODOT Management(CIC Workgroup responsibility) Obtain CIC Implementation Project Funding and Sponsor(CIC Workgroup responsibility) Obtain written confirmation from iLinc that the State of Oregon has licenseauthority for MeetingLinc, LearnLinc, and ConferenceLinc products; obtainComferenceLinc key code from iLinc. Charter CIC Implementation Project to: Negotiate / obtain hosted services for 50 ODOT owned seats with iLinc Validate CIC Report findings via a 2-3 month iLinc proof-of- concept Develop iLinc How To Use training for ODOT Rollout / market use of CIC iLinc toolset throughout ODOT Setup CIC support infrastructure Architect (using iLinc consulting help) and install CIC on-premises solution Determine number of (100 ) and obtain additional iLinc seat licenses Migrate CIC hosted services users to CIC on-premises solutionFilename: appendix-d-webex-video-testdoc2185.doc Page 49 of 82 50. DRAFT Collaborative Interactive Conferencing (CIC) P100S - Opportunity Evaluation 8.Appendix A Definitions and AcronymsDefinitionsBlackBerry A wireless handheld device introduced in 1999 which supports push e-mail, mobile telephone, text messaging, internet faxing, web browsing and other wireless information servicesBlogging A weblog, which is usually shortened to blog, is a type of website where entries are made (such as in a journal or diary), displayed in a reverse chronological orderFlashPaper A software application developed and distributed by Macromedia; it behaves as a virtual printer driverWebcastSending audio and/or video live over the Internet or on digital networks, as well as listening or watching on-demand filesWebinarA seminar which is conducted over the World Wide WebAcronymsAPIApplication programming interfaceASAP ASAP Software; a software reseller that currently has the master contract with State of Oregon for provision of many commercially available software productsBI Business intelligenceBreeze H Breeze HostedBreeze OPBreeze On-PremisesCICCollaborative Interactive ConferencingCOICommunity of InterestCRMCustomer relationship managementDASDepartment of Administrative ServicesDHSDepartment of Human ServicesDMVMotor Vehicles DivisionHTTP Hypertext transfer protocolHTTPSa URI scheme which is syntactically identical to the http: scheme normally used for accessing resources using HTTPIM instant messagingIS Information SystemsISBInformation Systems BranchIT Information TechnologyLMSLearning management systemLOBLine of businessMCTB Motor Carrier Transportation BranchMS MicrosoftODOT Oregon Department of TransportationPC Personal computerPDAPersonal digital assistantPOCProof