Frequently Asked Questions (FAQs) 

Bureau of Communication and Computer Services

BCCS provides computer and telecommunications services to state agencies.

State employees can call the CMS Service Desk at 217-524-4784 or toll-free at 800-366-8768. Please see the menu options at Contact CSC.

You can call the CMS Service Desk at 217-524-4784 or toll-free at 800-366-8768. Please see the menu options at Contact CSC.

That information is available on this web site at CSS by Agency [PDF].

We have a directory of managers in the Contact Information section or you can use the state phone directory to find individual staff members.

The BCCS Service Catalog is your portal to most of the services and products we offer. It offers a consolidated view and an easy reference for service information on everything from wireless communication technology to videoconferencing to computer support

The BCCS Service Catalog is easy to navigate and is structured to help you find what you are looking for.

Our primary customers are the State agencies, boards and commission in Illinois. We also provide some services to State Colleges and Universities, K-12 Schools, Libraries and Museums, Local Government, Health Care and Not-for-Profit Entities. They all are encouraged to use the BCCS Service Catalog.

No, there are other products and services available that are not as yet advertised in the Catalog. The Catalog and listing of services will expand and grow over time. To find out more, please contact Agency Relations via email at CMS.BCCS.AgencyRelations@illinois.gov.

Yes, some pricing is available in the BCCS Services Catalog.

As often as CMS announces new services and as options and information changes for products and services. The BCCS Service Catalog Team is responsible for updating the service catalog. The Service Catalog Team works with the BCCS Service Leads to manage the changes to the service offerings.

The Catalog establishes what CMS does and is the basis to move the quality of each service forward while trending the overall cost of providing the service. It drives efficiency and provides a clear communication to our customers of what we offer and what we plan for each of these critical offerings to our customers.

Each product and service requires different Questions to be answered for the ordering of that particular product or service. For clarification purposes, it is necessary to use different forms.

Yes, it does. Please refer to the Service Catalog page in Question for direction on ordering each service.

Please refer to the Service Delivery/Targeted Timelines [PDF] provided.

The Telecom Coordinator Guide to CSC Services and the Telecommunications Coordinator Guide to EMS Inquiry can help you make sense of your telecommunications bills. If you have additional Questions, you may contact the CRF Billing Help Desk at (217) 524-9369.

CMS BCCS Business Services is the business unit at BCCS responsible for answering your billing Questions. Please direct your inquiries to one of the following phone numbers:

1. For communications problems contact the CRF Billing Help Desk at (217) 524-9369 or by email at CMS.CRFHelpDesk@illinois.gov;
2. For computer billing issues contact the SSRF Billing Help Desk at (217) 782-5046 or by email at CMS.BCCS.SSRFHelpDesk@illinois.gov.

Due to continued cost-savings efforts, CMS no longer prints the State of Illinois Telephone Directory. Each telecommunications coordinator is responsible for maintaining his/her agency's departmental and alphabetical records in the State Directory which is available on-line at the state phone directory.

As the agency's telecommunications coordinator, you must submit a Telecommunications Service ReQuest (TSR) to have Government Page and Business Page listings entered in an AT&T (formerly SBC) and other telco city telephone directories. There are charges associated with these listings. Copies of these directories are available (free) to the residents and businesses in that telco's service area. (See inside front cover or notations on the first few pages to find a phone number where you can reQuest additional copies). If your agency is headquartered in Springfield and you have a regional office in Rockford, you should ask a member of your Rockford staff to obtain a copy of the Rockford city telephone directory for you. If you call and reQuest that a directory be mailed to you in Springfield, the telco will charge your office for that out-of-area reQuest.

The Customer Service Center (CSC) provides a guide for new agency telecommunications coordinators. This manual explains how the CSC functions, provides contact information for each of our work groups, and provides a general description of the roles and responsibilities of the telecommunications coordinator. This manual is an excellent tool to guide new telecommunications coordinators through the process. This manual is available on this web site at Telecom Coordinator Guide.

CMS anticipates that in FY10 the following training classes will be available:

1. New Telecommunications Coordinator Orientation: (dates to be announced);
2. Telecommunications Coordinators Updates (dates to be announced); and
3. EMS Introduction (dates to be announced).

The State of Illinois leases dedicated cellular bandwidth from Verizon Wireless. The Illinois Department of Central Management Services (CMS) is responsible for managing the network.

For information regarding coverage please refer to Verizon Wireless. Provided you remain in a geographical area where IWIN is operational, you may travel throughout the State while maintaining connectivity. Since pricing is based upon statewide coverage, there are no roaming charges while using IWIN.

All State agencies are required to follow State of Illinois procurement rules. Local governments are not required to purchase from existing State contracts. However, the opportunity to purchase from the State contract is available to all IWIN customers in the interest of providing a more economical means to purchase necessary components. The State of Illinois has established minimum specifications for all computers and modems connected to IWIN.

Yes. Motorola has developed pricing options for agencies that desire this capability. Agencies must work directly with Motorola to accomplish this interface.

Yes. MDCs/PDCs may be assigned to multiple users. However, each user must have their own user ID and password. At no time shall a user log on to the network using another individual's password.

The State has negotiated a 30-day delivery of equipment upon receipt of orders. However, some orders may take more or less time. Agencies must work directly with the equipment vendor for delivery of equipment.

Note any error messages you receive (i.e., bad user ID, bad password, unit address not allowed on system, etc.). Have as much information as possible to enable the support desk to assist you.

1. Verify the modem address is correct.
2. Verify the IP and DNS are correct.
3. Verify you are receiving a good signal.

IWIN Support - (866) 791-2772

• Option 1: For IWIN repair issues
• Option 2: For provisioning of new or existing IWIN services

IWIN support is also accessible through the BCCS Customer Service Center at (217) 524-4748 or (800) 366-8768

• Option 4, #1: For IWIN repair issues
• Option 5, #1: For provisioning of new or existing IWIN services

STARCOM21 stands for STAte Radio (Voice) COMmunications for the 21st Century. It is a 700/800 MHz, APCO Project 25 interoperable, digital, trunked statewide voice radio communications network. The network is owned and operated by Motorola, Inc. and leased back to the State of Illinois for its use. It was built to public safety standards and is available to governmental as well as non-governmental bodies subject to state approval and contractual requirements being met.

Subscribers are responsible for purchasing their equipment, training and monthly service fees. Total cost for equipment, monthly service and training will vary per agency. The STARCOM21 master contract allows for a 25% discount off the Motorola catalog list price for STARCOM21 related products for STARCOM21 subscribers. Monthly service fees are $53/month per radio for statewide use. State agencies should contact Tom Bowen (Tommie.Bowen@isp.state.il.us, 217-782-5742) for other pricing options. Non-State entities should contact Mike Greenaway (Mike.Greenaway@Motorola.com, 847-576-6576).

Motorola, Inc. is responsible for equipment maintenance after purchase in accordance with their maintenance agreement. The subscriber is responsible for maintenance after the initial manufacturer supplied warranty expires. Extended warranty options are also available through Motorola.

State agencies should contact Dan Meseke (Dan.Meseke@isp.state.il.us, 217-557-1294) for information about service initiation. Non-State entities should contact Mike Greenaway (Mike.Greenaway@Mototola.com, 847-576-6576).

State agencies should contact Tom Bowen (Tommie.Bowen@isp.state.il.us, 217-782-5742) for billing inquiries. Non-State agencies should contact Margaret Ponga (Margaret.Ponga@Motorola.com, 847-538-2614).

Motorola, Inc. is responsible for maintenance and repair of the STARCOM21 network.

By taking advantage of the economies of scale and the pooling of resources enabled by the partnership between the State of Illinois and Motorola, Inc., potential subscribers don't have to worry about the huge upfront cost associated with building out the infrastructure required to have a standalone system. Maintenance and operating costs also make it cost prohibitive to many agencies. Speed to service enables many subscribers to become a part of the network in a matter of months not years as with many system build-outs.

STARCOM21 master contract (CMCT020028) sets forth the terms and conditions for state agency subscribers. Non-State subscribers enter into a separate user agreement with Motorola subservient to the terms and conditions of the master contract.

Enterprise Program Management (EPM) is a structured process for identifying, governing, executing, and deploying key business initiatives within the Executive Branch of the State of Illinois. The primary focus of EPM is on Information Technology and Telecommunication Initiatives.

The Enterprise Project Portfolio is a database, contained within the EPM Portal application that contains key information about proposed initiatives and approved projects throughout their respective lifecycles. Portfolio Records are created during the initiation phase and are maintained indefinitely (currently all chartered projects are retained in the database).

Information Technology Governance (ITG) is an integral part of the overall EPM Framework. Once key business initiatives are identified by Executive Branch agencies, boards, and commissions they are reviewed by the ITG and Enterprise Architecture & Strategy (EA&S) teams. ITG and EA&S then work with these business units to identify the technology-related components and assist them in defining the business and technical requirements as well as the deployment package.

• The Conceptualization phase of the EPM Framework is focused primarily on the (12) consolidated and (3) Selected agencies as the collectively represent 90+% of the State's annual IT and Telecom spending. This provides sufficient data for Budget Planning and Forecasting activities.
• All Executive Branch agencies, boards, and commissions are required to participate in the ITG process.
• The Project Management components of the EPM Framework (Planning, Execution, and Transition) only apply to CMS/BCCS managed projects. Although these components represent best practices, Agency managed projects are not required to comply with these standards.

• The Budget Planning and Forecasting activity helps to coordinate planning for the necessary resources and infrastructure capacity to accommodate approved business initiatives. It also helps to coordinate requisite enterprise and agency resources.
• The Governance activity helps to ensure alignment with the Enterprise Architecture and associated technology standards. It also helps to define viable, technology-enabled business solutions.
• The Project Management activity helps to ensure that commitments are captured, aligned, and managed via Project Milestones. The Project Status reports provide feedback to the participating agencies related to CMS/BCCS progress on assigned milestones.

• Agency Management - The Executive Director, Chief Financial Officer, and Chief Information Officer typically play a strong role in defining their agency's key business initiatives and associated budget as part of the annual Budget Planning and forecasting activity.
• Agency Portfolio Manager - This role is responsible for coordinating their organization's project portfolio (database of proposed projects). They serve as the primary point of contact between their organization and the EPM office by participating in the identification, processing, and qualification of projects that support their respective agency.
• Agency Project Management Office - An agency PMO is responsible for coordinating the work of agency Project Managers with the EPM office to effectively manage approved projects throughout their lifecycle.

The EPM Portal is currently utilized by the Governor's Office, CMS Executive Management, BCCS Leadership, participating Agency Management as well as both internal and external audit organizations. It is designed to be used as a collaborative tool to coordinate the efforts of internal State stakeholders.

Training on the EPM Portal and associated agency roles has been conducted several times and is still available (by request to the EPM Executive, CMS.EPM.Executive@illinois.gov).

The Enterprise Program Management (EPM) office is part of the CMS/BCCS organization. The primary contact is Harold Mays, EPM Executive, CMS.EPM.Executive@illinois.gov.

Enterprise Program Management (EPM) is a structured process for identifying, governing, executing, and deploying key business initiatives within the Executive Branch of the State of Illinois. The primary focus of EPM is on Information Technology and Telecommunication Initiatives.

The Enterprise Project Portfolio is a database, contained within the EPM Portal application that contains key information about proposed initiatives and approved projects throughout their respective lifecycles. Portfolio Records are created during the initiation phase and are maintained indefinitely (currently all chartered projects are retained in the database).

Information Technology Governance (ITG) is an integral part of the overall EPM Framework. Once key business initiatives are identified by Executive Branch agencies, boards, and commissions they are reviewed by the ITG and Enterprise Architecture & Strategy (EA&S) teams. ITG and EA&S then work with these business units to identify the technology-related components and assist them in defining the business and technical requirements as well as the deployment package.

• The Conceptualization phase of the EPM Framework is focused primarily on the (12) consolidated and (3) Selected agencies as the collectively represent 90+% of the State's annual IT and Telecom spending. This provides sufficient data for Budget Planning and Forecasting activities.
• All Executive Branch agencies, boards, and commissions are required to participate in the ITG process.
• The Project Management components of the EPM Framework (Planning, Execution, and Transition) only apply to CMS/BCCS managed projects. Although these components represent best practices, Agency managed projects are not required to comply with these standards.

• The Budget Planning and Forecasting activity helps to coordinate planning for the necessary resources and infrastructure capacity to accommodate approved business initiatives. It also helps to coordinate requisite enterprise and agency resources.
• The Governance activity helps to ensure alignment with the Enterprise Architecture and associated technology standards. It also helps to define viable, technology-enabled business solutions.
• The Project Management activity helps to ensure that commitments are captured, aligned, and managed via Project Milestones. The Project Status reports provide feedback to the participating agencies related to CMS/BCCS progress on assigned milestones.

• Agency Management - The Executive Director, Chief Financial Officer, and Chief Information Officer typically play a strong role in defining their agency's key business initiatives and associated budget as part of the annual Budget Planning and forecasting activity.
• Agency Portfolio Manager - This role is responsible for coordinating their organization's project portfolio (database of proposed projects). They serve as the primary point of contact between their organization and the EPM office by participating in the identification, processing, and qualification of projects that support their respective agency.
• Agency Project Management Office - An agency PMO is responsible for coordinating the work of agency Project Managers with the EPM office to effectively manage approved projects throughout their lifecycle.

The EPM Portal is currently utilized by the Governor's Office, CMS Executive Management, BCCS Leadership, participating Agency Management as well as both internal and external audit organizations. It is designed to be used as a collaborative tool to coordinate the efforts of internal State stakeholders.

Training on the EPM Portal and associated agency roles has been conducted several times and is still available (by reQuest to the EPM Executive, CMS.EPM.Executive@illinois.gov).

The Enterprise Program Management (EPM) office is part of the CMS/BCCS organization. The primary contact is Harold Mays, EPM Executive, CMS.EPM.Executive@illinois.gov.

A shortcut is what is left after a mail item is archived into your vault. It is a copy of the full text of the email minus any attachments. It has a different icon within the mailbox.

After the mail item is six months old the shortcut is automatically deleted from the user's mailbox by a vault administrative process. The original vault item is still in the vault and can be searched or located with Archive Explorer or Search Vaults.

No, you do not need to wait. You can push mail items into your vault by highlighting those items and clicking on the push to vault icon.

No, not with this version. You will need to search both your Outlook mailbox and your Archive vault data. The mailbox search will search any stubs you have remaining. Also, note that the Vault search will search within all of your attachments as well as your email text. The Vault performs a full index of all items including attachments it can open.

Enterprise Vault Services are not available from 5:00 am - 7:45 am due to maintenance running on the system. This will only affect users that are trying to manually archive or restore mail items. Users will be able to view their vaulted emails.

Check to make sure the toolbar is displayed in the upper right hand corner of Outlook. Call the CSC 217-524-4784 / 800-366-8768.

Your messages now are located in you vault. They can be accessed by clicking on the Archive Explorer button located on your tool bar in Outlook or by clicking on the Search Archives button. The folder structure is presented within Outlook for you to copy future messages. During the Large Personal Folder migration, the process does not create shortcuts.

Your Outlook rules no longer work because the path to your Outlook folders was pointing at your PST folder structure and this has now changed to your mailbox folder structure. This can be remedied by editing your rule to point to the updated folder path.

This is because your folder structure from your PSTs is now part of your Outlook mailbox and no longer a separate file on you network home drive. It may appear to be in a different order which is caused by folders being alphabetically aligned.

Once they are migrated into your Archive vault, they will be removed from the Client and the PST file will be deleted from the file system.

You will need to refresh your Archive Explorer view by right clicking on the selected area and choosing refresh or click the F5 key to refresh. This is caused by your browser cache settings.

Select 'Cancel' and then select the following button at the top of Archive Explorer. Note: From the settings dialog box you can also change how archived items are viewed. The Default is from a web browser.

The software version does not allow users to delete a folder from their Archive Explorer view. The only thing you can do is to right click on the folder and click 'Hide Folder'. This changes the next higher level folder to red which indicates a folder is hidden within it. To show the folder right click on the higher level folder and click 'Show Folder'. Remember from above that you may have to right click and 'Refresh' to update your browser cache.

Deletion authority will depend on each Agency?s/Customer?s email deletion policies and legal procedures. Please review those policies and legal procedures with your supervisor before proceeding with Archive Vault deletions.

To the extent that deletion authority exists for one or more particular Archive Vault items, the option to delete is available. While in Archive Explorer you can highlight the mail items you want to delete, right click and click ?Delete?. Note: Deleting shortcuts in your mailbox will not delete those items in your Archive Vault.

Yes, this is due to an Internet Explorer option setting and can be changed by performing the following. With the IE browser open, click ?Tools?/?Internet Options?/?Advanced? tab. Scroll to the option labeled ?Reuse Windows for launching shortcuts? and uncheck that box.

Yes, this can be changed by clicking on the Settings button above the document area in Archive Explorer. It displays the box below. In the Enterprise Vault Setting ? Web Page dialog Window options are labeled ?View Archived items using?, click the Microsoft Outlook button and click OK. From this point forward when opening a vaulted item, it will open in an Outlook view.

Each night the system scans a user's mailbox and moves items older than 60 days into the corresponding folder in the Vault. In addition to this and effective immediately, mail will be moved sooner for all users, when the mailbox reaches 85% capacity. Accordingly users should no longer experience a "mailbox is full" situation preventing him or her from sending and receiving e-mail. The vault will be set to move things sooner and that may include items that are not as old as 60 days. Messages with large attachments (i.e., 2.5 MB or larger) will be moved sooner than messages with smaller attachments, just as they have been in the past.

Double-click the item.



After the item opens, click the download icon. This allows basic Outlook functions such as reply and forward. These can be obtained from any location with access to a browser. Additionally, Outlook Web Access has Vault add-ins. Select ?Vault Explorer? on the lower left portion of the screen.

Access to the Vault is conditioned on user settings. If you do not have access to see the appropriate mailbox in the Vault, please contact your Agency IT Coordinator to submit an ESR.