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Executive Office for Administration and FinanceInformation Technology Group
Town Hall Meeting
20 October 2010
- 2 -- 2 -
Agenda
Welcome and Opening Remarks
Perspectives from Secretary Gonzalez
2011 IT Plan
Group Updates– Agency Applications– Technical Services Bureau
Project Spotlight - ARRA Reporting
LearnIT!
Wrap – Up
- 3 -- 3 -
2011 IT PlanMarcie Desmond
- 4 -- 4 -
FY10 Top 5 IT Accomplishments1. Restructured IT Organization
Centralized technical operations while maintaining an agency focus for identifying needs and managing applications and service levels Established a Lead Agency Model for IT Administrative support Leveraged existing strengths to improve the overall IT capacity of the Secretariat
2. Established Initial IT Governance Processes Formed IT Steering Committee Developed and implemented annual planning process Established new IT leadership team
3. Met Budgetary Challenges ($2.6M) w/out Service Reductions
4. Delivered New Secretariat Shared Services Consolidated Helpdesk & Desktop / LAN services Completed rollout of A&F web portal (all agencies “portalized”)
5. Progressed Several Large Scale Priority Projects in our Agencies Completed procurement and selected apparent winning vendor for MASSTAX2 Launched the implementation of the CSE Technology Roadmap Developed ARRA recovery web site to provide transparency and reporting Completed procurement and launched new Commonwealth budget tool project Deployed new middleware product and developed new security strategy to provide web access to the MAGIC system Integrated new Quick Quote functionality in Comm-PASS to support small-dollar procurements
- 5 -- 5 -
2011 A&F IT Organization
Marcie Desmond
Secretariat CIO
DOR ApplicationsDOR Data Center
Dennis H. McEvoyChief, EOA&F
Technical ServicesBureau
Peter C. Kouroubacalis, Jr.Desktop Systems
Support
Dan FolloniDesktop/LAN
Boston
Carmine A. Magaletta
Communications & Networks
Nancy BurkeCIO
John HarneyCIO
Neil MontagueAssociate CIO
Program Management
OfficeSecurity Office
Under Development
· OSD· DCAM· BSB
· GIC· ATB· ADD· CSC· MOD · DALA· LIB
· A&F· HRD
IT Steering Committee
Vincent A. PiccinniDeputy SCIO
CIO, DOR
- 6 -- 6 -
FY11 Top 5 IT Operational and Project Priorities
1. Improve Service Delivery Continue to improve Helpdesk and Desktop/LAN processes and tools
– Identify common metrics– Establish Service Level Agreements – Document standard processes– Implement regular reporting
2. Strengthen Organization through Skill and Talent Development Develop plan for retraining due to system modernization Provide opportunities for staff development and collaboration
3. Strengthen Alignment between Business & IT Pilot new governance model for COMETS HD for possible extension throughout A&F Re-structure IT Steering Committee to improve representation and decision-making
4. New Enhanced Services or Products Implement standard methods and tools for application services Identify applications that can be shared at the Secretariat level Establish Program Management Office and Security Office
5. Large Scale Priority ProjectsMASSTAX2COMETS HDBudget Tool
MassHR – Time and AttendanceComm-PASS, e-procurement roadmapMAGIC modernization
- 7 -- 7 -
FY11 IT Budget Priorities – “The Numbers”
IT Workforce Cost by Service
4%
24%
11%61%
Administration
Infrastructure
Helpdesk &Desktop/LAN
Applications
IT Budget by Funding Source
59%
4%
5%
16%
16%Operating
Capital
Trust
Federal
Retained Revenue
Total IT Budget: $ 43.6M
$25.6M Operational
$18M Capital, Trust, Federal, Retained Revenue
Total Staff: 288
Total Workforce Cost: $ 21.6M
Total IT Budget: $ 43.6M
$25.6M Operational
$18M Capital, Trust, Federal, Retained Revenue
Total Staff: 288
Total Workforce Cost: $ 21.6M
IT Budget by Uses
10%
10%
1%
21%
1%
5%
47%
5% Maintenance
IT Leases
IT Equipment & Cabling
Service Contracts
Softw are
Telecommunications
Workforce
ITD Chargeback
Data as of October 20, 2010Data as of October 20, 2010
- 8 -- 8 -
FY11 Finance Priorities – Projects
Explore opportunities for increased efficiencies/cost savings (e.g. volume discounts)– Review PC leases to establish regular refresh cycle – Review use of Blackberries, cell phones and pagers – Explore IT contract consolidation/elimination possibilities (e.g. maintenance agreements)
Enhance reporting and tracking for IT Budget to better inform decision making and increase transparency– Establish goals and metrics– Provide regular reports for key stakeholder groups– Increase transparency around program performance, spending, priorities, resource
utilization
- 9 -- 9 -
FY11 IT Resources/HR Priorities
Current state
288.3 FTEs
34 contractors
FY11 HR Priorities
Build IT community with a focus on service excellence
Implement cross-training initiative to ensure better coverage
Train IT staff in the areas of customer service and project management
Review contractor contracts for possible conversions
STAFF COUNT
349 322
305 288
4434
0
50
100
150
200
250
300
350
400
FY 2010 FY 2011
Contractors
FTEs
- 10 -- 10 -
FY11 Top 5 IT Challenges
1. Demonstrate Value from Consolidation Provide regular reports on service levels Report on new and/or improved services
2. Effective Communications Manage level of cultural and organizational change and maturing processes
3. Project Ownership Alignment Shift from agency focus to functional focus where it makes sense Identify opportunities for collaboration/integration across agencies
4. Service Delivery Challenges Budget challenges may impact service delivery Management of different expectations and cultures Processes need to be standardized and matured Resource constraints for aging systems
5. Large Scale Priority Project Challenges Competing priorities may affect progress of major initiatives Funding shortfalls may affect scope and schedules Business and technical resources may be strained Staff working on legacy systems will need to be retrained
- 11 -- 11 -
Group Updates Agency Applications
Vincent Piccinni
Nancy Burke
John Harney
Neil Montague
Technical Services Bureau
Dennis McEvoy
- 12 -- 12 -
IT Services – Application Support
Resources
169.8 FTEs Dedicated to Application Support
Current StateDedicated agency application development support remains at agency levelCIOs have worked with agencies to identify/prioritize application maintenance and development needs
FY11 PrioritiesDevelop plans for application support and development that reflects priorities and available resources Implement standard methods and tools for application services Identify applications that can be shared at the Secretariat levelDevelop web information architecture governance and support model
AGENCY FTE
A&F 4.00
DCP 3.80
DOR
144.49
GIC 1.00
HRD 4.00
OSD 3.00
Application Overhead 9.47
Service Description
Application development, maintenance, support and enhancement/upgrade services. Also includes web information architecture/portal services support and consultation.
Service Description
Application development, maintenance, support and enhancement/upgrade services. Also includes web information architecture/portal services support and consultation.
- 13 -- 13 -
Our Group At-a-Glance: Agency Applications for DOR
Our Top Priorities• MASSTAX2
• COMETS HD
• Filing Season 2010
• Web File for Income
• Governance
– Executive Steering Committee (ESC)
– Operational Steering Committees (OSC) for Tax and Child Support
Our Technology
• Migration to New Back-up System• Discover Tax (DTAX) Upgrade to Version 2.8.2• Electronically Filed 355U – Corporate Combined Return• Customer Service Call Center Upgrade
Our Data
• Tax Return Information• Health Care Information• Federal Data – Business and Income• City and Town Information• Child Support Information • Wage Reporting Information
Our Applications• MASSTAX• Imaging and Front End Processing• Discover Tax – Audit Work Bench and Task Master• Web File for Business and Income • Web Services for Income • COMETS and COMETS FM• DLS Gateway
Department of Revenue – Tax, Child Support (CSE), Division of Local Services (DLS)
- 14 -- 14 -
Our Group At-a-Glance: Agency Applications for BSB, DCAM, OSD
Our Top Priorities• PMAS Refresh – Hardware Virtualization, SW upgrades
• CAMIS RFR
• Contractor Certification Application
• Consolidated Vendor Debarment
• OSD Application Infrastructure Consolidation
• Knowledge Transfer, Cross Training of Staff
Our Technology
• Consolidated Oracle BI pilot with DCAM and OSD• MS Access application migration to SQL • Application servers physical to virtual migrations• CITRIX secure Server Farm • Aruba Wireless Access - Proof of Concept
Our Data
• Construction plans, documents and financial information• Vertical Asset (Building) Information• Commonwealth Leasing and State Office Planning• Deferred Maintenance and Energy Planning• Surplus Property • Solicitations (bids), bidder responses, contract awards
and procurement Q&As (forums)• Human Service Provider fiscal information• Minority and Women-Owned Business information
Our Applications• Construction Projects Management• Capital Asset Management• Surplus Property• Capital Spending Plan and Construction Metrics• Personnel and Financial MS Access apps/databases• Procurement• Uniform Financial Reporting• Fleet Management• Event Registration• Minority and Women-Owned Business Certifications
Bureau of State Office Buildings, Division of Capital Asset Management, Operational Services Division
- 15 -- 15 -
Our Group At-a-Glance: Agency Applications for ADD, ALA, ATB, CSC, GIC, LIB, MOD
Our Top Priorities
• Integrated Application Environments
• Updated functionality to make the user experience more intuitive and productive
• Accessibility for all users in the community
• Leveraging investment in legacy systems with current technology
• Efficient Customer Service – internal, external, citizens
Our Technology
• MS Access Applications• Dspace Open Source Software (Java, Oracle database)• DDSuite SQL Server• MITC Mainframe utilizing Natural/Adabas• Software AG ApplinX Middleware• Visual Studio with C# language• SQL Server with Crystal Reports
Our Data
• Appeals process information including; scheduling, legal representations, third parties, respondents and resolutions
• Special exhibits hosted by the State Library• Disability grant availability and federal grant financial data• Benefit information • Disability Client information
Our Applications• Civil Service Appeals Tracking• Massachusetts Tax Appeals Tracking• Administrative Appeals Tracking• Special Education Appeals Tracking• Community Services Call Tracking• Disability Client Management• Dspace Digital Repository• Disability Grant Management and Reporting• Health Benefits Management and Reporting• Life Insurance Benefit Administration • Financial Reporting
MA Developmental Disabilities Council, Administrative Law Appeals, Appellate Tax Board, Civil Service Commission, Group Insurance Commission, State Library of MA, MA Office on Disability
- 16 -- 16 -
Our Group At-a-Glance: Agency Applications for A&F, HRD
Our Top Priorities• Replatforming HRD Systems
• Implementation of new Hyperion Budgeting System
• Mass HR
• ARRA Operations Transition
• Transparency Web Site
Our Technology
• Oracle Hyperion• Oracle OBIEE• Oracle MapViewer• Oracle Applications Express• Informatica• SQL• ASP, .NET• Lotus Notes
Our Data
• HRCMS Employee Information• Worker’s Compensation• Civil Service• Diversity Information• Capital Project Plan Budgeting• Operating Spending Plans• FTE Caps• ARRA Grants, Recipients, Jobs, and Financial
Information
Our Applications• Statewide Budgeting System• Platform Data Exchanger• Worker’s Compensation – e Services• PACE – Learning Management System• Civil Service• Office of Diversity and Equal Opportunity Reporting• ARRA Business Intelligence System
Executive Office for Administration and Finance, Human Resources Division
- 17 -- 17 -
Technical Services Bureau Update – Desktop Services
Inventory– Complete Desktop/LAN Services inventory of A&F assets located in each supported
agency
– Centralize inventory DB
Desktop Refresh– Establish a plan for a Master Lease Agreement for approximately 5,000 devices including
desktops and laptops
– Phased deployment approach based on current lease terminations or age of owned devices
– After Best and Final Offer (BAFO) proposals, HP awarded contract
– Recommended configuration – Win7, Office 2010
– October 2010 – replace 300 leased desktops within ITD
– Mid-November replace remaining 125 desktops for a total replacement of 425 machines
– End-user training on OS and Office
– Procure and install 110 desktops for MASSTAX2 program
- 18 -- 18 -
Technical Services Bureau Update – LAN Services
Identify all supported agency file and print services that could be consolidated
– Develop a plan to actively pursue the implementation of this consolidation by Q4 FY2011
Work with A&F applications staff, A&F agencies and ITD to migrate agency applications and data to the ITD Data Center
Consolidate maintenance contracts where applicable
- 19 -- 19 -
Technical Services Bureau Update – User Support Services
Formalize the documentation around the User Support Processes– Develop metrics and reports for user support– Begin publishing metrics and reports Q2 of FY2011
Finalize and publish Service Level Agreements (SLA) in Q2 FY2011
Finalize and publish Service Catalog in Q2 FY2011
Maintain focus on providing consistent top quality Customer Service
Standardize desktop configuration, management and software distribution tools
Complete deployment of an accessible Service Desk Portal (Magic Portal) to meet needs of all employees supported by the A&F User Support Desk– Self Service Module currently in production– Web Forms Request currently in test
• Purchase requisitions• Employee provisioning/de-provisioning requests• Projected implementation date Q2 FY2011
Establish User Group consisting of representatives from each supported agency
- 20 -- 20 -
Technical Services Bureau Update – User Support Metrics
ANF Incident Activity by Month FY2011
0200400600800
10001200140016001800200022002400260028003000
June July August September
Open Incidents
Closed Incidents
Total Incidents
- 21 -- 21 -
Technical Services Bureau Update – User Support Metrics
ANF FY2011 Monthly Incidents by Category
0% 5% 10% 15% 20% 25% 30% 35% 40%
Other
Data Management
Security
Telecommunications
Network
Mobile
Software - generic
Hardware
Applications
Password
Sep-10
Aug-10
Jul-10
Jun-10
- 22 -- 22 -
Technical Services Bureau Update – User Support Services Successes
Sharing IT resources between agencies – bridging the gap between “haves and have not”
– File Server for MOD
– Laptops for ADD
– Desktops for ITD – EOHHS staff and Training Room
Increased collaboration within IT Community
– Reduction in the duplication of technology, goal to decrease maintenance costs
– Share ideas and standardization
– Reduce costs via competitive bidding and bulk purchasing via collaboration of finance and IT community
– Centralized inventory and accounts maintenance
– ARRA Project support
– MOD collaborating with A&F IT on best approach for an Imaging solution
- 23 -- 23 -
Project SpotlightARRA Reporting
Corey Jenks
- 24 -- 24 -
Project Spotlight – ARRA Reporting
Data Sources
WebDataEntry
MMARS(via CIW)
HRCMS(Via CIW)
Agencies
ARRA Data Collection System
ARRAODS
· Data Transform· Data Management· OMB Report Generation
ARRA Business Intelligence System
ARRAData
Warehouse
· Data Analysis· Reports & Dashboards· Map Based Reporting
Collect financial and jobs data associated with State ARRA awards
Centrally manage (analyze, modify, scrub)Report to federal governmentReport to state agenciesProvide public transparency
ChallengesVery aggressive pace!!!New set of technologiesLarge data collection processQuality and consistency of data and development
Oracle Databases Informatica ETLOracle Application Express (APEX)Oracle Business Intelligence
Enterprise Edition (OBIEE)Oracle MapviewerWeblogicVarious scripting and web
technologies (HTML, javascript, jsp, plsql, etc.)
Solution and Technologies
SuccessesDelivered on project objectivesMade all federal reporting deadlinesBalanced features, quality, resources and timeEvolved the system (improving features over time)
ObjectiveProvide centralized state government mechanisms and processes to collect and report on ARRA spending to support federal regulations and public transparency
- 25 -- 25 -
LearnIT!Highlights
Tricia McConville
- 26 -- 26 -
LearnIT! - Highlights
The History
Official launch – July 28th
Part of the IT Consolidation “Vision”
Our Accomplishments
Established a curriculum of core and advanced training and communicated through website and brochure– Process & Methodology– Technology– Management/Professional
Generated 500+ training opportunities– Partnered with UMass:
• Project Management
– 25 participants in summer UMass program
– First internal instructor–led course 11/2-4• VB/.NET - 25• QA – 26
– Vendor programs– 400+
- 27 -- 27 -
LearnIT! - Highlights (con’t)
Instructor-Led To-Date
Project Management 11*
QA 7
.NET 7
Accessibility Summit webinar 16
Online
ITIL 2
Security 2
Microsoft
Applications 27
IT Pro Server 25
Total
* Includes upcoming Nov program
97
A&F IT Participation in Learning Events since summer LaunchA&F IT Participation in Learning Events since summer Launch
- 28 -- 28 -
LearnIT! Highlights (con’t)
What’s available today (via PACE)
Core Courses– ITIL– CommonWay PM Methodology– Security
Advanced– PM on November 2 – 4
Free – online Microsoft training– Applications– Systems– Server, or “IT Pro”
Visit the website: http://www.mass.gov/itd/LearnIT Contact me: email: [email protected]
phone: 617-619-5635
- 29 -- 29 -
Wrap – Up
Next Town Hall – January 2011
Potential topics for future Town Halls– Second Data Center, Springfield – Service Excellence – where are we heading?– Identity Management – future directions, technologies, etc…– Governance Model for COMETS HD Project – Project Spotlights: what projects would you like to learn more about, see demos?– We want to know what you are interested in!
Materials will be posted on the wiki– Meeting slides– 2011 IT Business Plan– Place to write in requests for Town Hall topics
Questions?