commonwealth it consolidation a&f town hall marcie desmond march 2010

Commonwealth IT Consolidation A&F Town Hall

Marcie Desmond

March 2010

- 2 -- 2 -DRAFT FOR DISCUSSION PURPOSES ONLY

Agenda

Welcome

Commonwealth IT Consolidation Program Update

A&F IT Consolidation Progress and Plans

Organizational Changes

Operational and Technical Changes

Targeted Results

Q&A


Commonwealth IT Consolidation Program Update


The Big Picture

Efficiencies from IT consolidation enable key reinvestments in a stronger and more agile IT workforce, robust infrastructure, and reliable services.

The ultimate result is government services that are more efficient, open, and responsive to the public.

Commonwealth-Wide Broadband Network

Unified Presence on the Web

2 State of the Art Data Centers

1 Email System

1 Phone System

8 Helpdesks

8 Desktop and LAN Organizations

Consolidated Applications

Current IT Environment Future IT Environment


Benefits

Consolidation will result in smarter investments, improved services, and enhanced security.

Consolidation is driving towards three strategic benefits.

Efficiency Effectiveness

Information Security

• Reduced and optimized IT spend per unit

• Elimination of duplicate IT systems

• Improved purchasing power by combining procurements

• Improved data protection

• Fewer IT systems hosted at insecure locations

• Improved monitoring, detection, alerting, and response capabilities

• Improved ability to align our IT resources with high-level priorities of Secretaries

• Improved data sharing capabilities

• Improved reliability of IT services

• Industry-standard delivery of IT services


Program Structure

Consolidation not only impacts three technology service areas but also requires reinvention of four administrative areas as well.

Key Benefits

•Efficiency•Effectiveness

•Information Security

Secretariat IT ServicesCommonwealth

IT Infrastructure ServiceCommonwealth

Service Excellence

• Helpdesk Services• Desktop and LAN Services• Website Information Architecture

Services• Applications (as specified by SCIOs)

• Data and Telecommunications Network Services

• Data Center Services • Web Hosting and Portal Services• Email and Directory Services

• Service Catalog• Chargeback Rates• Service Levels• ITIL-based Service Management

Processes

IT Governance: Planning, Budgeting, Service Levels, Performance Management

Related Administrative Processes: Procurement, Financial Management, Facilities, Legal

IT Organizational Development: Career Paths, Training, Apprenticeships/Mentorships

Communications Management: Town Halls, Wiki Updates, Newsletters, Performance Reporting


Progress to Date

In Progress CompletedPlanning

Significant progress has been made across all Secretariats.

Key Milestone ANF EOE EOEEA EOHED EOHHS EOLWD EOPSS MassDOT

Appointed SCIO

Created IT Steering Committee

Developed Consolidation Plans

Established SCIO Authority Over All IT Spending

Inventoried Staff by Job Function

Trained the Workforce on ITIL

Defined an EO504-Compliant Electronic Security Plan

Inventoried IT Assets

Consolidated Email

Consolidated Websites onto Mass.gov

Consolidated Helpdesk and Desktop and LAN Services

Consolidated Data Center Services

Consolidated Network


What is Data Center Consolidation “Wave 1?”

Wave 1 includes the movement of EOHHS Data Center Services to ITD. Related technology assets and staff will move to ITD as part of Wave 1. Key considerations for Wave 1 changes:

Staff are empowered to choose their career path.

Job opportunities will be transparent, first consideration should be given to staff currently performing the work.

EOHHSoperates and supports

29 separate data centers.

EOHHSoperates and supports

29 separate data centers.

Pilot EOHHS600 Washington MITC

Pilot EOHHS600 Washington MITC

By April 2010

By April 2010

Beginning May 2010 through July 2011

Beginning May 2010 through July 2011

Implement ITD managed servicesfor all EOHHS data

centers

Implement ITD managed servicesfor all EOHHS data

centers

Future StateCurrent State

EOHHS Data Center Services


Vision of the Workforce

Vision for the IT workforce is one which supports:


Commonwealth IT Learning Program Components

To support the Commonwealth’s goals for IT learning, we are planning a robust, long-term approach for the Commonwealth IT Learning Program:

Training• Technical• Business• Leadership in IT• Customer service for IT

Mentoring• Job shadowing/On-the-

job training• Coaching

Knowledge Sharing• Brown bag speaker

series• IT community forums• Knowledge sharing

online platform

Commonwealth IT Learning Program

3 Courses for July 2010: •Project Management •Business Analysis•Quality Assurance, Java, or .NET (to be confirmed)

Career Development• Career paths by job function


What’s In It For Me?

Consolidation will result in new opportunities for IT staff.

Work Environment

Learn IT industry best practices

Collaborate in an IT Community with peers across the Commonwealth

Work with state of the art technologies

Career Growth

Develop deeper expertise in specific technologies

Pursue a defined career path

Though change will be challenging, moving to the future workforce vision will result in real benefits to staff.


A&F IT Consolidation Program and Plans


A&F IT Consolidation Working Groups

Infrastructure Services

Data & Telecom Networks Data Center Shared Enterprise (Email & Directory)

D. McEvoy R. Piccinni C. MagalettaJ. Sheehy

Foundational Activities

Finance & Budgeting Subcommittee Talent Mgmt, HR and Labor Admin Communications Subcommittee

K. LuddyL. PasquiniL. AngeloniP. NavesF. ReardonC. Mont-LouisR. Scalley

M. DesmondB. WootenS. McNeelyE. WrightV. PiccinniS. Perry

M. BradleyL. Kelly

Secretariat Services

Helpdesk Desktop & LAN Web Portal Applications

D. McEvoyC. AdlerN. BurkeL. Cortissoz IIP. EatonS. FazioD. Folloni

B. GoldrickW. KiloskiP. Kouroubacalis Jr.N. MalatzkyC. MeredithM. OrcuttJ. Polo

D. McEvoyP. AdamchekC. AdlerD. BuckleyN. BurkeJ. D’AmatoP. EatonD. Folloni

M. JohnsonP. KeplinW. KiloskiC. MeredithM. OrcuttJ. PoloS. WeinsteinA. ScialdoneR. Singh

B. TrevorL. Kelly V. ValliantE. PetersA. Larrimore

N. BurkeC. DiGiorgiV. PicciniN. MontagueC. MeredithV. Valliant


Recap from July Town Hall


ANF IT Consolidation: February 2009 – June 2009 (SLIDE FROM JULY 2009)

Governor’s Executive Order issued 2/19

SCIO joined ANF 4/22

15-week planning effort completed 6/30

– Drafted high-level Commonwealth IT Infrastructure Plan

– Drafted ANF IT Consolidation Plan for 4 IT services

Secretariat IT Steering Committee formed to help manage the IT Consolidation Implementation

Draft ANF planDraft ANF plan

2/1 3/1 4/1 5/1 6/1 7/1

EO 510EO 510SCIO

joined ANFSCIO

joined ANF Consolidation planning launchConsolidation

planning launch

Steering Committee launch

Steering Committee launch

Draft Infrastructure

plan

Draft Infrastructure

plan


ANF IT Consolidation: August 1, 2009 – December 31, 2010 (SLIDE FROM JULY 2009)

Goal is to be “substantially complete” by the end of 2010

Working groups comprised of ANF IT Staff will refine the IT Consolidation Plan

– Define Centers of Excellence (CoE) for each ANF IT service

– Develop implementation plan based on thoughtful analysis and detailed planning

ANF IT Consolidation Steering Committee will meet regularly

IT will continue to serve the business and core mission of the agencies

08/200908/2009

Develop CoE definitions

Define operational model & analyze organizational impacts

Implement consolidated services

12/201012/2010

Substantially completeSubstantially complete


ANF Characteristics/Challenges to be Addressed During Planning (SLIDE FROM JULY 2009)

Wide variety of agencies

Uneven staffing levels

Diverse tools, processes, group cultures

Robust security requirements

Wide variety of funding sources

Small administrative group within ANF

Agency Agency FTEs

IT FTEs

Administration and Finance 46 7

Administrative Law Appeals 14 0

Appellate Tax Board 22 0

Bureau of State Office Buildings 41 1

Civil Service Commission 6 0

Department of Revenue 2171 263

Developmental Disabilities Council

8 0

Division of Capital Planning and Management

236 6

Fingold Library 16 0

Group Insurance Commission 52 3

Human Resources Division 113 8

Information Technology Division 318 9

MA Office on Disability 12 1

Operational Services Division 63 7

Total 3118 305


Organizational Changes

- 19 -- 19 -

To understand how we’re changing to support EO510, we can look at the characteristics and challenges of the existing IT organization:

Where We Started: Organizational Challenges

As a result of these challenges, A&F agencies receive IT services unevenly.

Agency 1

Agency 12

A&F

Agency 5

Agency 2 Highly decentralized without a

consistent Secretariat IT leadership team

Many agencies lack adequate IT service support and staff

Inconsistent processes and procedures

No consolidated view of priorities or budget

Agency 7

Agency 13

= IT Staff and Services

Agency 9Agency 10

Agency 6

Agency 3

Agency 8

Agency 14

Agency 11

Agency 4


How We Approach Change: Principals Guiding Organizational Design

With these principles, we can strike the right balance between agency focus and unification.

With these challenges in mind, we use the following organizational design principals to shape change:

Leverage resources to fill gaps

Provide opportunity for staff development and collaboration

Develop transparent and consolidated view of priorities and budget

Maximize Use of Resources

Provide excellent customer service

Support critical business needs

Maintain close relationships with the agencies

Maintain Agency Focus


Who is Leading the Effort: The New A&F IT Leadership Team

After nearly a year of planning, organizational changes will be launched under the guidance of the newly formed A&F IT Leadership Team.

The new leadership team will use new processes for planning and governance that incorporate a wider group of stakeholders and place strong focus on business priorities.

Marcie DesmondSecretariat Chief

Information Officer

Vincent Piccinni

Deputy Secretariat Chief

Information Officer

Nancy BurkeJohn HarneyNeil Montague

Agency Chief Information

Officers

Dennis McEvoyChief, Technical

Services

Paul Naves, CFO (DOR)Frank Reardon, Budget Dir. (DOR)Finance

Susan Montgomery, HR Director (DOR)

Human Resources


Where We’re Going: The Enhanced A&F Organization

A&F will centralize Helpdesk, Desktop and LAN, portal and infrastructure services but maintain an agency focus for identifying needs and managing applications and service levels.

Changes to the organization will leverage existing strengths to improve the overall IT capacity of the Secretariat.

Marcie Desmond

Secretariat CIO

Vincent A. PiccinniDeputy SCIO

CIO, DOR

DOR ApplicationsDOR Data Center

Dennis H. McEvoyChief, A&F

Technical ServicesBureau

Peter C. Kouroubacalis, Jr.Desktop Systems

Support

Dan FolloniDesktop/LAN

Boston

Carmine A. Magaletta

Communications & Network Security

Nancy BurkeCIO

John HarneyCIO

Neil MontagueAssociate CIO

Program Management

OfficeSecurity Office

Under Development

· OSD· ·

· GIC· ·

· ANF·

IT Steering Committee





Technical Operations

Marcie Desmond

Secretariat CIO


CIO, DOR





Support


Boston



Nancy BurkeCIO

John HarneyCIO


Program Management


Under Development

· OSD· ·

· GIC· ·

· ANF·






Agency Applications and Service Delivery

Marcie Desmond

Secretariat CIO


CIO, DOR





Support


Boston



Nancy BurkeCIO

John HarneyCIO


Program Management


Under Development

· OSD· ·

· GIC· ·

· ANF·



What is the Process for Getting There: Rolling Transition and Staffing Process

Map roles and responsibilities for the consolidated IT Organization Develop and refine a staffing plan highlighting needs and opportunities Supervisors engage in conversations with staff to discuss next steps

Activity January February March April May June July August

Map Job Roles

Develop & RefineStaffing Plan

Hold Conversations with Staff

Staff Transitions Complete

FY’10 FY’11

Sta

ffin

g A

cti

vit

ies

Key Activities

Estimated Timelines

July 1


Operational and Technical Changes


Progress to Date and Estimated Consolidation Timelines

New organization has been designed Helpdesk consolidation pilot completed Desktop and LAN consolidation initiated A&F agencies have all been portalized

Type Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

Helpdesk

Desktop/LAN

Web Portal

Applications

Data Center

FY’10 FY’11 FY’12 FY’13 FY’14

DC Wave 1: EOHHS

DC Wave 2: Non-EOHHS Systems at Risk or Needing DR including A&F assets

DC Wave 3: Remaining Non-EOHHS systems Includes some A&F assets

Sec

reta

riat

S

ervi

ces

Infr

astr

uct

ure

Ser

vice

s

Progress to Date

Estimated Timelines for IT Consolidation Activities

Application Consolidation

Springfield Data Center Operational


• Standardize on a Service Desk tool

• Introduce one phone number for A&F User Support

• Implement Automatic Call Distribution (ACD) queues for User Support Staff

• Standardize Desktop Management tools

• Pilot User Support Model with Bureau of State Buildings (BSB)

• Draft Service Level Agreements

• Implement A&F User Support Model to former ITD Desktop/LAN supported agencies

- ADD, ALA, A&F, ATB, CAD, CSC, LIB, ITD

• Working with DOR’s Employee Training Development Group to develop:

- User friendly Self Service Training module

- User Support - Customer Service Training

• Finalize and formalize business processes

• Complete IT Asset Inventory and address Desktop Lease agreements

• Implement Service Level Agreements

• Implement A&F User Support Model to remaining A&F supported agencies:

- DCP, GIC, HRD, MOD, OSD, CSW, GOV

• Implement Desktop Management tools in remaining A&F agencies environments

Incorporate Lessons Learned from BSB Pilot including: - Improved understanding of end user’s

expectations - Maintain contact with the customer

throughout the incident lifecycle - Establish user expectations at the time

of the incident - Active involvement with upper

management.

Estimated Consolidation Timelines: Detail on A&F Consolidated User Support Model

Continuous Improvement


Targeted Results


The new model will have significant benefits for the organization, but minimize disturbances to existing operations.

Targeted Results

One A&F IT organization with central management and support functions

Enhanced IT community at A&F that fosters sharing of ideas and knowledge

Unified A&F IT Community

Agency focus for identifying needs and priorities and managing applications

Consistent IT service provided to the entire SecretariatCustomer Focus

Operations management strengths extended to benefit all agencies

Current helpdesk operations and the BSB helpdesk pilot expanded into one A&F Helpdesk

Improved Operations

Our approach balances the need for consolidated operations with responsiveness to individual agency needs.


Questions?

commonwealth it consolidation a&f town hall marcie desmond march 2010

Documents

discussion purposes

discussion purposes

consolidation progress

data center consolidation

consolidation program

reliable services

improved services

government services