department of human services office of information services statewide it performance measures pilot...
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Department of Human ServicesOffice of Information Services
Statewide IT Performance Measures Pilot ProjectDHS Initial Measures & Next StepsPresentation to CIO Council – March 7, 2006
Statewide ITPM DHS Initial Measures – March 2006 2 3/7/2006
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
Background
Statewide IT Performance Measures
Statewide ITPM DHS Initial Measures – March 2006 3 3/7/2006
IT performance measures grouped by subject area:
Strategic Spend1. Spending on Enterprise IT Initiatives
2. Spending on Agency Strategic IT Initiatives*
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
Performance10. Technology Project Budget Estimates
11. Technology Project Schedule Estimates
12. Network Uptime
Customer Satisfaction13. IT System Users Satisfaction Survey
Results
*External comparison data available from Meta/Gartner
Adopted Measures
Statewide IT Performance Measures
Statewide ITPM DHS Initial Measures – March 2006 4 3/7/2006
Statewide IT Performance Measures – Financial
Enterprise IT Initiativesas a % of Agency IT Expenditures
1. Enterprise IT Initiatives
2.03%
0.01%
1.64%
0.05% 0.02%0.10%
0.21%
0.00%
0.50%
1.00%
1.50%
2.00%
2.50%
T OT AL BCP CNIC Cyber Security E-Gov GIS IT Asset /Port folio
MgmtInitiatives
% o
f D
HS
IT E
xpen
ditu
res
Based on 6-month expenditures of: IT = ~ $28 million
Enterprise IT = ~ $570,000 or 2%
Statewide ITPM DHS Initial Measures – March 2006 5 3/7/2006
Statewide IT Performance Measures – Financial
Agency Strategic IT Initiativesas a % of Agency IT Expenditures
2. Agency Strategic IT Initiatives
15.5%
23.5%
11.2%
14.1%17.6%
19.7%
0.0%
10.0%
20.0%
30.0%
Cross Indust ry Health, Insurance, Gov't
% o
f Age
ncy
IT E
xpen
ditu
res
Grow Transform DHS DHS + Ent
Statewide ITPM DHS Initial Measures – March 2006 6 3/7/2006
Statewide IT Performance Measures – Financial
3. IT as % of Agency Operating Expenditures
7.2%
3.81%
5.84%
4.20%
0.0%
5.0%
10.0%
DHS All Gov't Cross Indust ry Health, Insurance, Gov't
% o
f Age
ncy
Ope
rati
ng E
xpen
ditu
res
IT Expendituresas 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)
Statewide ITPM DHS Initial Measures – March 2006 7 3/7/2006
Statewide IT Performance Measures – Financial
IT Expenditures by Functional Areaas a % of Agency IT Expenditures
4, 5, 8, 9. IT Expenditures by Function
41.4%
18.4%
11.2%11.6%
38.1%
14.6% 15.7% 15.7%
41.5%
19.9%
8.7%
14.0%
22.9%6.3%
15.8%
48.3%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
App Dev & Maintenance Desktop Support Network Admin Central Comput ing
% o
f A
genc
y IT
Exp
endi
ture
s
All Gov't Cross-Indust ry 500M-1B Op Ex Health, Insurance, Gov't 500M-1B Op Ex DHS
Total % spent on functional areas:
DHS = 93.3%
Peer Groups = 82.6 – 84.1%
Statewide ITPM DHS Initial Measures – March 2006 8 3/7/2006
Statewide IT Performance Measures – Financial
6. Desktop Support per Workstation
$1,632
$2,220
$1,364
$654$654
$250
$500
$750
$1,000
$1,250
$1,500
$1,750
$2,000
$2,250
All Govt 5-10,000 PCs 10,000+ PCs
Cos
t pe
r W
orks
tati
on
per Workstation per DHS Workstation
Desktop Support per WorkstationAgency IT Expenditures for Desktop Support
DHS supports approximately 9,800 PCs
Statewide ITPM DHS Initial Measures – March 2006 9 3/7/2006
Statewide IT Performance Measures – Financial
7. Desktop Support per System User
$1,108
$469
$250
$500
$750
$1,000
$1,250
DHS 10,000+ Users
Cos
t pe
r Sy
stem
Use
r
Cross Industry
Desktop Support per System UserAgency IT Expenditures for Desktop Support
DHS supports more than 13,664 system users (staff and partners)
Statewide ITPM DHS Initial Measures – March 2006 10 3/7/2006
Statewide IT Performance Measures – Performance
Technology ProjectsEstimates vs Actuals
10 & 11. Technology Projects Estimates vs Actuals
20.0%
60.0%
20.0%
40.0%
20.0% 20.0% 20.0%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
On Est imate0%
Under >0-15%
Under16-25%
Under26-50%
Over>0-15%
Over16-25%
Over26-50%
Project Estimates vs Actuals
% P
roje
cts
Com
plet
ed in
200
5
Budget Estimates
Schedule Estimates
Statewide ITPM DHS Initial Measures – March 2006 11 3/7/2006
Statewide IT Performance Measures – Performance
12. Average Network Uptime = 99.97%
Equal to an average of 4.5 minutes of downtime per month
IT Network Uptime
Statewide ITPM DHS Initial Measures – March 2006 12 3/7/2006
Statewide IT Performance Measures – Customer Satisfaction
13. Customer Satis facation
80.3%82.1%
84.2%83.1%
88.6%
77.8%
70.0%
75.0%
80.0%
85.0%
90.0%
95.0%
100.0%
Q1-T imeliness Q2-ServicesCorrect the 1st
T ime
Q3-Helpfulness Q4-Knowledge &Expert ise
Q5-Availabilityof Informat ion
Q6-OverallQuality of Service
Customer Satisfaction Questions
% R
epon
ses
of E
xcel
len
t or
Goo
d
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
IT Customer Satisfaction Survey Results
Statewide ITPM DHS Initial Measures – March 2006 13 3/7/2006
Statewide IT Performance Measures
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
Lessons Learned
Statewide ITPM DHS Initial Measures – March 2006 14 3/7/2006
Determine if/how to continue subscription to Gartner’s 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
Next Steps
Statewide IT Performance Measures
Statewide ITPM DHS Initial Measures – March 2006 15 3/7/2006
Statewide IT Performance Measures
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
Completing the Pilot Project
Statewide ITPM DHS Initial Measures – March 2006 16 3/7/2006
Statewide IT Performance Measures
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
Pilot Project Remaining Deliverables