Executive Office for Administration and FinanceInformation Technology Group

Town Hall Meeting

20 October 2010

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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

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2011 IT PlanMarcie Desmond

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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

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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

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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

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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

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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

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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

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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

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Group Updates Agency Applications

Vincent Piccinni

Nancy Burke

John Harney

Neil Montague

Technical Services Bureau

Dennis McEvoy

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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.

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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)

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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

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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

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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

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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

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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

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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

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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

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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

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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

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Project SpotlightARRA Reporting

Corey Jenks

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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

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LearnIT!Highlights

Tricia McConville

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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+

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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

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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: tricia.mcconville@state.ma.us

phone: 617-619-5635

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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?