Updated: 03/21
2301 DoIT Oversight of and Responsibility for the DORS Network
Maryland Department of Information Technology (DoIT) staff have the responsibility to design, implement, oversee, maintain and improve the DORS Network. The following requirements and procedures facilitate that responsibility.
2301.01 Network Access
DORS supervisors/managers are responsible for notifying DORS MIS regarding staff access to the network via **forms available on InDORS**. Access to the AWARE™ case management system is provided through the Office of Field Services (OFS), the Workforce & Technology Center (WTC), the Office for Blindness & Vision Services (OBVS) or MIS (for the Office of Administrative & Financial Services (AFS)) once network access is established.
Initial Network Access for New Employees:
The MSDE Human Resources Office will provide the Network Administrator with the names and office locations of new DORS employees to be added as new users.
The Unit Supervisor will grant network and AWARE™ access to new staff, including temporary staff and volunteers, as appropriate, by submitting (or having the Front Line Technician submit) the **New Employee Network Access Request** form. Based on the information in the request form, MIS will configure the network account for the staff person and then will notify the Regional Administrative Aide or WTC AWARE™ Help Desk with the appropriate credentials to set up the AWARE™ account.
OFS/WTC Administrative Aides will enter new employee information into the AWARE™ case management system allowing access established according to the employee's position. MIS will enter employee information for AFS into AWARE™ enabling appropriate access.
Changes in staff access – Supervisors/managers are responsible for submitting electronically the **MIS Employee and/or Computer Equipment Relocation** form or the **Name Change Request** form as appropriate and as soon as possible before the change, in the event of:
Office relocation (computer system moving with the staff person)
Name change of an employee
Staff reassignment or promotion
Changes in computer location – Prior to relocation of any computer with access to the network, the supervisor/manager is responsible for submitting electronically the **MIS Employee and/or Computer Equipment Relocation form** (see Section 2301.04(a) and (e)).
Termination of access – Supervisors/managers are responsible for submitting electronically the **MIS Network Deactivation form** for employees leaving the Division, establishing a date when network access is to be ended. The supervisor is responsible to review the mailbox, network drive and hard drive of the computer of the employee leaving the Division and move any data that should be saved. MIS will change the password of the account and provide the supervisor access to these resources for 30 days following submission of the Network Deactivation form; after the 30 days, data in the computer will be destroyed.
2301.02 Training
A basic overview of the network, Getting Connected, will be scheduled by MSDE Human Resources Office to be part of new employee orientation given by DoIT staff.
2301.03 Physical Requirements
Adequate open space must be maintained at all times around all network equipment in local offices to allow for access and proper airflow.
2301.04 Oversight of Changes
Workstations – No alterations to workstations, either software or hardware, are permitted unless performed by or coordinated with MIS staff.
Equipment – Alterations to any networking equipment (e.g., PCs/servers, routers or hubs) or cables are not permitted unless performed by or under the supervision of a member of the DoIT staff or a contracted authorized network specialist.
Hardware/Software Purchases – All computing hardware purchases for staff shall be made consistent with procedures in Section 2500. Request and justification for software purchases shall be forwarded by the unit supervisor to the regional/program manager and then to the Office Director. The Office Director will coordinate requests with MIS staff prior to purchase to insure that they will function properly on or with the Network.
New Applications – The MIS Director and DoIT staff must be involved with the development, planning and procurement of any new application software that might reside on the Network.
Office/Environment Changes – To identify and address any possible connectivity or cabling issues, changes in office space, configuration, renovations, cubicle redesign and/or relocation of workstations must be coordinated with the MIS Director. This is to assure access to cable connections and to ensure that such moves or changes do not impede or prevent connectivity for the user.
2302 Service and Assistance (Service Desk)
Effective November 9, 2016, DORS Network Staff and Help Desk functions were transferred to the Maryland Department of Information Technology (DoIT).
2302.01 DoIT Service Desk
The DoIT Service Desk provides support to all Maryland State Agencies utilizing statewide and mainframe applications, supports inquiries and requests from citizens concerning MARYLAND.GOV and the DBM web sites, and develops and provides training related to FMIS and other DoIT-managed applications.
2302.02 Contacting the DoIT Service Desk
There are two ways to contact the DoIT Service Desk, either by email or phone. The most efficient method for non-urgent requests is to submit a Service Request via email. To contact the DoIT Service Desk:
Email:
E-mail address is: service.desk@maryland.gov.
Your email will be automatically entered into DoIT's service management system and a support ticket is created.
You will receive an automated reply email with a ticket number for tracking (e.g., [INC00001234]).
Your request will be assigned to the relevant team within DoIT.
Phone:
Call DoIT at 410-697-9700.
The Service Desk technician answering the call will collect information and create a support ticket.
You will receive an automated reply email with a ticket number for tracking (e.g., [INC00001234]).
If your call cannot be resolved immediately it will be assigned to the relevant team within DoIT.
2302.03 Hours of Operation
DoIT staffs the Service Desk 7:00 am to 9:00 pm, Monday through Friday excluding holidays. Submitting e-mails to the Service Desk can be done at any time but you will not receive a response until the Service Desk staff returns.
Hours of operation for the DoIT staff directly supporting DORS are 7:30 am to 5:30 pm, Monday through Friday excluding holidays.
2302.04 Down Time
Periods of down time are inevitable in any network and will be either Scheduled, Non-Scheduled, or Critical.
Scheduled – For periods of Scheduled Down Time (e.g., Software and Hardware upgrades), MIS staff will notify staff of the date, anticipated length of time, and adverse effects no less than two working days in advance.
Non-Scheduled – For periods of Non-Scheduled Down Time (e.g., hardware and data communication failures) as much advance notification as possible will be given to staff.
Critical – Due to the severe nature of Critical Down Time, advance notice to user cannot be provided. In addition, staff who become aware of an immediate unanticipated shutdown of the network must immediately contact the Service Desk to report such occurrences.
2303 Protection and Disposal of Confidential/Nonpublic Information
The State of Maryland has established a "storage media" disposal policy to assure that confidential/ nonpublic information contained on computer hard drives and other media is not inadvertently released. There are two types of storage media, Stationary and Portable. Storage media includes, but is not limited to:
- Stationary
- Computer hard drives (Stationary)
- Portable:
- Compact Disks (CDs)
- Digital Video Disks (DVDs)
- USB flash drives
- Portable Hard drives
If it is necessary to maintain information in one of these formats, staff are required to keep it secure. When no longer needed, storage media of all types shall be turned in to MIS for disposal.
2303.01 Protection of Confidential/Nonpublic Information
DORS staff shall store (save) all nonpublic electronic information on the network file server (X:, R:, S: or H: drive) or Google Drive (see Section 2202). For those situations when nonpublic information needs to be stored on portable media, staff must assure that such media is kept in a locked location at all times when not in use by the responsible staff person. Refer to Attachment 2500-1 for instructions regarding security of notebook computers.
2303.02 Disposal of Confidential/Nonpublic Information
Timing of Disposal – Confidential/nonpublic information stored on hard drives and other storage media may no longer be needed in a number of situations. These include but are not limited to: when it is determined to be out of date (e.g., when agency policy changes), when a staff person is leaving the agency, when the computer is being replaced, and when a staff person takes on a different job assignment.
Procedures for Disposal:
MIS and Supply Staff are the only staff authorized to dispose of storage media, consistent with procedures specified by the Director, MIS. MIS and Supply staff shall assure that storage media turned over to them is kept in a locked safe until the time of disposal.
Agency Staff are required to turn over all unused or unusable portable media to their supervisor, front-line technician or a member of MIS staff. Supervisors and front-line technicians shall keep the storage media in a secure, locked location until it can be delivered to MIS for disposal.
