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Government Reform Final 12-15-11 -   1.4 - Shared Email Use

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Government Reform Final 12-15-11
1. Sharing Services
2. Improving Service to Citizens
3. Improving Efficiency
Action Plan
1.4 - Shared Email Use
What is our progress for shared email services statewide?
Progress icon Operation in progress...

Data Notes


Data Source:

Data is provided CTS at the end of each fiscal quarter.

Measure Definition: 

Shared Email Users represent the number of licensed email users using the new Shared Email Service hosted at CTS.

Target Rationale:

Target was established by the project team, agreed to and communicated with agency customers by the CTS Director.  The target includes 53 agencies and 66,000 mailboxes.  

Link to Agency Strategic Plan:

This goal is directly linked to the CTS Strategic Plan, specifically Goal 2: Provide quality, reliable, cost-effective common IT services.


Consolidating email services is an activity designed to increase the efficiency and reduce the cost of 1) providing tools and resources to execute government functions, and 2) providing data, information and analysis to support decision making.   Consolidating email to a common statewide shared service results in reduced administration costs, standardized security and content filtering, secure records retention and built-in disaster recovery.

Notes: (Optional)




Also Available


Action Plan:


Extended Analysis:


 Drill Down Measures

 Summary Analysis

Twenty-nine agencies (~31,000 mailboxes) were using the shared email service as of November 30, 2011.  There were ten new customer agencies migrating ~15,000 new mailboxes since the last report.

Documentation has been released and presented in Customer Implementation Coordinator meetings and Technical Readiness meetings to assist with preparations for vaulting email older than 30 days into the WaSERV system.

There have been approximately 180 support tickets logged to the service in the six months since migrations began in May 2011 with 29 tickets currently open and being worked.  A monthly SLA report is being created and shared with customers.

Agency Migration Schedule

Fifty-three agencies (about 66,000 mailboxes) have been targeted for migration to the shared email service by the end of FY 2012.  ~38,000 mailboxes were originally planned for migration by November 30, 2011.  This projection was based on early estimates and has been updated to reflect agency commitments.  (See the updated migration schedule in the extended analysis section.)

Although the initial pace of migrations was slower than originally estimated, the number of actual mailboxes migrated by November 30, 2011 was ~31,000.  The project is on track to complete the remaining migrations on schedule.

Project Activities


  • Announced the Apparently Successful Vendor (ASV) for the Secure Email solution.
  • Completed configuration and testing of the new Washington State Electronic Vault (WaSERV) environment and migrated existing customers to the new environment.  Also, began working with agencies that have not previously used the WaSERV environment to setup, test, and begin using WaSERV.
  • Built-out the Exchange 2010 environment to full capacity in Olympia.
  • Published updated documentation with lessons learned to assist agencies in their preparation for migrating to the shared email service
  • Provided readiness and migration support to migrating agencies.

 In Progress

  • Reach out to the remaining agencies to confirm WaSERV migration dates. 
  • Finalize contract for Secure Email service and plan for implementation.
  • Host monthly meetings with Agency Implementation Coordinators to share lessons learned and collaboratively plan and prepare for migrations.
  • Host twice monthly meetings with Agency Technical Leads to coordinate their technical readiness.
  • Provide WaSERV information sessions to present an overview and answer questions about the system.
  • Complete build-out of the disaster recovery environment to full capacity.
  • Continue setup and cutover support for individual agency migrations, including enhanced support for agencies requesting assistance with technical tasks.