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Services Departments Government

Enterprise Mobility

Using smartphones

One of the greatest challenges in the world of Technology Services is secure, efficient and manageable mobile services. Clackamas County Technology Services (TS) supports a wide array of departments within the County, all who have a constantly growing need for various levels of remote or mobile access as part of their business model – which is increasingly relying on the ability to utilize County resources from almost anywhere – anytime. Technology Services embraced secure remote access to County services years ago by deploying secure SSL and VPN services allowing access to County resources, applications, data, email etc from any internet connection utilizing our Citrix and web services to manage application delivery. TS also setup a BES Server to support Blackberry devices so Exchange would be available to true mobile users. This allowed many services to be utilized on-premise where needed, via wireless connections, remote support centers, telecommuting, mobile email etc.

With the introduction of “smart” devices, especially the iOS devices, and the enhanced performance of the cellular networks, the requirement to use mobile devices, especially personal (BYOD), has become a business assumption. However, the industry’s lack of standardization, product maturity, security and reliability has been a major hurtle for IT departments to adopt such technology as an extension of core services allowing access to email, file systems, applications and secure data. This is especially problematic with increasing governance and the push for personal devices.

TS recognized early on both the great potential for expanded services, and the mine field of policy, technology and cost issues. It was decided to take on this issue as a full technology initiative to determine the best infrastructure and policies so cost and expectations could be contained. A project team was formed which spent the last year testing mobile device management (MDM) solutions, various popular phone models and platforms, tablets, security configurations and application delivery options. Other critical issues such as policy, BYOD impacts, costs, governance and business requirements were also part of the overall project. Ultimately an overall architecture was chosen that provided the best balance of usability, security, supportability and cost containment – plus the ability to support the business needs of the County now, and into the future.

The final design included a strong, industry leading MDM with a strong security policy (for both County issued devices and BYOD) enforced by policy and configurations. This was reinforced with the deployment of a Public Key Infrastructure (PKI) to deliver device and user security certificates to mobile devices. By adopting a tiered approach to the service delivery and cost allocation, a structured business model was developed that allowed County departments to map utilization to business need and allow for long term support while adapting to evolving technology and markets. This has proven to be a great success for Clackamas County and a showcase for other agencies who want to implement their own mobile solutions. While this has worked well for Clackamas County, we are constantly monitoring the device market for adjustments in our support model as well as adapting to changing technology and governance. This will definitely be an ongoing process as the County business model becomes increasingly mobile.

Benefits & Services

With the implementation of the mobile service architecture and methodology, utilization has and continues to grow at a rapid rate while the cost per device goes down. At the same time desire to be constantly connected and new mobile solutions increase. The number of new devices, mobile enabled users and applications grows daily and is expected to continue for the foreseeable future. Some of the key success points include:

Utilization

Service Tiers

To maintain an efficient and consistent technical infrastructure that provides business solutions without all the confusion of multiple access methodologies, security levels, device management, cost variability etc – TS has developed a business utilization model to structure the services around how users utilize the mobile services and not the particular technology. This also allows an efficient charge-back (allocation) model that is tied to the tier and the costs to support that tier rather than a complex layer of charges. This also allows County departments to better determine the business need and justification for mobile services.

Some of the benefits and services implemented:

Devices support currently:

Technology

Technical support of the mobility project is complex and integrated into the overall architecture of the County systems. However, some of the key technology deployed includes:

Additional Information

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