Maryland Department of Health (MDH) implemented a modern data center for Long Term Support and Services (LTSS) - GCOM

Maryland Department of Health (MDH)
implemented a modern data center for
Long Term Support and Services (LTSS)

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Maryland Department of Health (MDH) implemented a modern
 data center for Long Term Support and Services (LTSS)
 Client Challenge:

 The Maryland Department of Health (MDH) implemented
 the Long Term Supports and Services (LTSS) system in
 2012 and moved additional agencies to the LTSS during
 a six-year period. Future plans include doubling the
 user base. Due to a significant planned expansion of
 the user base and services available through the LTSS
 application, the MDH required an on premise hosted
 solution, including an IVR to support the In-Home
 Supports Assurance System (ISAS), Level 1 Help Desk, NOC, and Tier 2 support for the provided services.
 This O&M provider would need to work closely with the software provider for releases (10 – 12 regularly
 scheduled releases per year along with ad-hoc releases), regression testing, Production implementation,
 and troubleshooting.

 The LTSS application supports 42,000 Maryland residents who require medical care through Medicare. The
 system supports 3,500 users with an additional 2,000 – 2,500 users to be added over the next 12 months.
 The application and IVR are to be available 24x7x365 and only taken down for MDH approved maintenance.
 The system processes in excess of one million claims per month, interfacing with the Medicaid Management
 Information System (MMIS) and local hospitals.

 The Solution:
 A modern data center begins with an agile infrastructure that can ensure a consistent and reliable experience as well
 as long-term business agility through resilience. This approach can give organizations the ability to reduce
 risk to business operations; operate more efficiently; and innovate by bringing new services to market
 faster.

 GCOM was awarded the contract in January of 2018 and implemented a FlexPod configuration solution,
 which provides two Production stacks and two pre-Production stacks in the Primary Data Center, and a
 single Production stack in the Disaster Recovery Data Center. GCOM also implemented a cloud based IVR
 solution, allowing an ease of transfer between the Production stacks, and to Disaster Recovery as required.
 The full suite of services provided to MDH is listed below:

 24x7x365 Service Desk/NOC and ITSM Operations

     > Provide 24x7x365 Tier I and II Service Desk Operations for the complete MDH LTSS and ISAS
        environment – with multiple sites in Maryland and Illinois.
     > Designed, implemented, and currently manage the complete ITSM operations for the LTSS and
        ISAS environment which includes: Incident, Problem, Change, Asset Management, and Service
        Reporting.

© 2020 GCOM Software. All Rights Reserved.                                      INFO@GCOMSOFT.COM | WWW.GCOMSOFT.COM

Maryland Department of Health (MDH) implemented a modern
 data center for Long Term Support and Services (LTSS)

 Provide proactive NOC monitoring for infrastructure and applications that are tightly integrated with the
 Service Desk processes. All ITSM processes are documented using ServiceNow, which includes custom
 development for ITSM processes and alerting integration on a continuous basis, as part of process
 improvement. All the services are provided from our ISO/IEC 20000-1:2001 certified Service Desk and NOC
 operations in Columbia, MD. Unique to this contract, GCOM provides personnel for the Tier I Help Desk for
 LTSS and ISAS users. Staff create initial tickets, conduct triage, resolve Tier I tickets, and escalate to the
 appropriate party when necessary (e.g. MDH, O&M Contractor, and/or Software Development Contractor).
 Tier I is defined as the initial receiver of inquiries from system users, either by telephone, web, or email.

 Network and Systems Management and Dev Ops

     > Designed, implemented, and manage the server and network environment for the applications.
     > Provide ongoing storage management for the five environments
     > Work with MDH and the current software contractor for the expansion of additional
        applicationmodules and users.
     > Provide ongoing support including standard patching for all COTS products installed on all
        serversand all network devices in the hosting environment.
     > Manage the software releases to the pre-Production and Production environments after
        confirmingthey have been tested and approved for deployment by MDH. Major software releases
        are planned monthly and require deployment planning and coordination.
 Disaster Recovery

     > Designed, implemented, and provide ongoing maintenance and support of the Disaster Recovery
        site located in Aurora, Illinois. It is a hot site utilizing FlexPod configuration and NetApp replication.

© 2020 GCOM Software. All Rights Reserved.                                     INFO@GCOMSOFT.COM | WWW.GCOMSOFT.COM

Maryland Department of Health (MDH) implemented a modern
data center for Long Term Support and Services (LTSS)
Final Results:
GCOM acting as a trusted partner implemented
a smooth transition plan that is critical to a data
center project and successfully delivered all
implementation transition tasks for the MDH
in a collapsed time frame with LTSS and O&M
support going live in June of 2018. Additionally,
GCOM has successfully completed over 30
improvements to the LTSS system since project
inception, enabling the user base to expand and
take further advantage of the LTSS application.
GCOM continues to deliver on its promise of
experience and innovation while helping valued
customers navigate their digital transformation
journey.

Why GCOM?
GCOM isn’t your typical government solutions provider. GCOM
combines the scale to support large complex projects with the
agility and accessibility of a boutique solutions provider giving
state and local government leaders a third option when looking
for a partner to help modernize operations and optimize digital
engagement. And we’ve earned a reputation for innovation and
reliability by helping clients leverage cutting edge technology
while mitigating risk. Whether it’s helping governments
transition to virtual working, incorporating biometric ID to give
physicians anywhere anytime access to vital records, providing
local law enforcement with complete criminal histories on-
demand, or data integration platforms that monitor community
health, GCOM’s innovative, next generation government
solutions improve operations and deliver more value to the
communities they serve.

                                                                    INFO@GCOMSOFT.COM | WWW.GCOMSOFT.COM