Department of Human Services Office of Information Services

1
Department of Human ServicesOffice of
Information Services
Statewide IT Performance Measures Pilot
Project DHS Initial Measures Next
Steps Presentation to CIO Council March 7, 2006
2
Statewide IT Performance Measures
Background

• In October 2005, the CIO Council adopted a set of
  statewide IT performance measures
• As part of the pilot project, DHS committed to
• Provide an initial set of measures as an example
  for discussion (initial measures based on 6-month
  financials from 7/1 through 12/31/05)
• Coordinate the acquisition of comparison data
  from Gartner
• Distribute the comparison data to agencies

3
Statewide IT Performance Measures
Adopted Measures
IT performance measures grouped by subject area
Strategic Spend 1. Spending on Enterprise IT
Initiatives 2. Spending on Agency Strategic IT
Initiatives
Performance 10. Technology Project Budget
Estimates 11. Technology Project Schedule
Estimates 12. Network Uptime
Cost 3. Total IT Cost 4. Application Maintenance
Development 5. Desktop Support 6. Desktop
Support per workstation 7. Desktop Support per
system user 8. Network Administration 9. Central
Computing
Customer Satisfaction 13. IT System Users
Satisfaction Survey Results
External comparison data available from
Meta/Gartner
4
Statewide IT Performance Measures Financial
Enterprise IT Initiatives as a of Agency IT
Expenditures
5
Statewide IT Performance Measures Financial
Agency Strategic IT Initiatives as a of Agency
IT Expenditures
6
Statewide IT Performance Measures Financial
IT Expenditures as a of Agency Operating
Expenditures
DHS IT Expenditures of 7.2 includes a
substantial investment in Enterprise initiatives
(such as CNIC) and the replacement of two large
legacy systems Medicaid Management Information
System (MMIS) and the Statewide Automated Child
Welfare Information System (SACWIS)
7
Statewide IT Performance Measures Financial
IT Expenditures by Functional Area as a of
Agency IT Expenditures
Total spent on functional areas DHS
93.3 Peer Groups 82.6 84.1
8
Statewide IT Performance Measures Financial
Desktop Support per Workstation Agency IT
Expenditures for Desktop Support
DHS supports approximately 9,800 PCs
9
Statewide IT Performance Measures Financial
Desktop Support per System User Agency IT
Expenditures for Desktop Support
DHS supports more than 13,664 system users (staff
and partners)
10
Statewide IT Performance Measures Performance
Technology Projects Estimates vs Actuals
11
Statewide IT Performance Measures Performance
IT Network Uptime
12. Average Network Uptime 99.97 Equal to an
average of 4.5 minutes of downtime per month
12
Statewide IT Performance Measures Customer
Satisfaction
IT Customer Satisfaction Survey Results
Responses based on annual Customer Satisfaction
survey for the Customer Service Support unit
within OIS. OIS is planning deployment of a new
survey to coincide with the fiscal year reporting
of these measures.
Surveyor Jack Doyle, DHS/OIS/Policy Planning
Date
Conducted Fall 2005 Sampling Frame Service
Desk customers from the previous month
Population Consumers Sample
Characteristics Sample 3,462 Responses
1,299 Rate 37.5 Sampling Procedure
Random
13
Statewide IT Performance Measures
Lessons Learned

• Data Collection
• Establish data collection methods
• Record how data defined and collected to provide
  internal consistency
• Peer Groups by Industry
• All Government peer group size is small,
  especially when selecting by size within the All
  Government group
• Cross Industry peer group is quite large
• May be helpful to look at specific industries (or
  combinations) for possible comparisons
• Peer groups by Size
• Operating Expenditures
• Workstations
• Users

14
Statewide IT Performance Measures
Next Steps

• Determine if/how to continue subscription to
  Gartners Worldwide IT Benchmark service
• Charter a Performance Management Community of
  Practice with the following deliverables
• Complete the pilot project
• Provide a high-level description of IT
  Performance Management at the statewide level

15
Statewide IT Performance Measures
Completing the Pilot Project

• DHS
• Publish distribute Gartner comparison data
• Share initial data collection lessons learned
• Prepare for reporting in the Fall for FY 05-06
• Multi-Agency Workgroup
• (currently DHS, Corrections, Transportation,
  PERS, Revenue)
• Serve as a central point of contract to receive
  questions/feedback from agencies
• Gather document feedback from agencies
• Review the process and measures based on feedback
• Report findings/recommendations from first
  reporting period

16
Statewide IT Performance Measures
Pilot Project Remaining Deliverables

• March 2006
• Compilation of Gartner comparison data
• Performance measurement template, instructions,
  sample
• December 2006
• Final report after the first reporting period to
  include FAQs and lessons learned
• Updated performance measurement template and
  instructions