fy 2015 quarter two performance report - nm doit · data reported: quarterly fy 2015 target : $7.5m...

FY 2015 Quarter Two

Performance Report

October 1, 2014 through December 31, 2014

Darryl Ackley

Cabinet Secretary

Jacqueline Miller

Deputy Secretary

361 Department of Information Technology FY15 Q2 Performance Measure

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Department of Information Technology - 361

The purpose of this document is to apprise the Department of Information Technology (Department)

Performance Monitoring Plan (Plan) for each of the program areas. The Department’s Plan includes

the definition, source of data and methodology to capture and analyze the data. The Plan also

describes the validation and reliability process to ensure the data is accurate and repeatable.

The Department was created by legislation enacted in the 2007 Legislative Session. The Department

began operations July 1, 2007 and as a new Department established new performance measures.

As the State of New Mexico (State)’s provider for Enterprise Information Technology (IT) services, the

Department is working across the State with all executive agencies (Agencies) to improve services and

better facilitate efficient and responsive government for New Mexicans. This Plan is a continuation

and progression of core IT measurement practices; balancing the cost of and demand for IT resources;

delivering enterprise services that match or beat the cost and quality of those services offered in the

open market; and investing in IT projects that enhance and support IT services.

For Fiscal Year 2015 the majority of the performance measures remain the same from the previous

year with a few language and performance type adjustments. A new metric was added to the

Compliance and Project Management Program Support. This new performance measure will track the

alignment of IT projects with the Agency IT Plan. This performance measure demonstrates the

oversight of IT projects from the initial strategic plans documented in the Agency Annual IT Plans to

and throughout the project certification process.

This report summarizes the Department’s performance across three program areas: Program Support;

Compliance and Project Management; and Enterprise Services for Fiscal Year 2015. The additional

annual measures include in the Plan will not be reported until the fourth quarter.


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Performance Measure Status

For each of the performance measures, in this report, a color coded status is presented. The color

coding, green, yellow or red is based on the percentage of the target being reported on either a

quarterly or annual basis:

Green 80% to 100% of the performance target or exceeding target.

Yellow 70% to 79% of the performance target.

Red 0% to 69% of the performance target.


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Program Area: Program Support (P771)

The Program Support provides leadership, legal and administrative services, to the Department in

support of the mission. Program Support includes the Office of the Secretary and the Administrative

Services Division. Program Support is responsible for the Department's direction, administrative

policies and procedures, human resources, budget and financial management, and purchasing and

contractual support. Additionally, Program Support is responsible for establishing a cost recovery

model and establishes rates for services provided by the Department.

Program Budget and Full Time Employee (FTE)

The Program Support Program area has 34 FTE and the following budget:

Budget Category Total (Thousands)

Salaries and Benefits $2,876.9

Contractual $40.0

Other $253.7

Other Financing Uses $0.00

Total $3,170.6

Performance Measures

PERFORMANCE MEASURE 1 - Percent of Audit Corrective Action Plan Commitments Completed on Schedule (Annual)

This measure will be reported in FY15 Q4.

PERFORMANCE MEASURE 2 - Percent of Accounts Receivable Dollars Collected Within Sixty Days of the Invoice Due Date

The Department is the enterprise information technology service provider for Agencies. Invoices are

generated and delivered to Agencies on a monthly basis for services rendered. This measure tracks

the timeliness of customer Agency payments to the Department. Agencies bills are measured with a

sixty day period for the receipt of payment from the invoice date.


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This quarter’s performance shows the results of the Accounts Receivable section of the Administrative

Services Division (ASD) efforts continue to refine and implement processes, particularly around

collections, to improve accounts receivable balances. The Department is cognizant of the difficulties

that it faces collecting accounts receivables consistently during the fiscal year within sixty (60) days of

the invoice date. However, billed agencies vary in their speed of payment as demonstrated in the

graph below. Overall agencies are forthcoming with their financial obligations to the Department. In

FY 2014 the Agencies demonstrated a pronounced improvement in payment pattern. In FY2015 the

second quarter improved with the reported 53% collected payments received.

Data Reported: Quarterly FY 2015

Target: 75%

Status: Yellow

Data Source: Invoice Aging Reports

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

% Collected 60 Days 35% 71% 81% 36% 37% 46% 62% 66% 90% 95% 80% 34% 53%

Per

cen

tage

Accounts Receivable Dollars Collected Within 60 Days of Invoice Due Date


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PERFORMANCE MEASURE 3 - Dollar Amount of Account Receivables Over Sixty Days

This performance measure provides the cumulative total dollar amount of accounts receivables over

sixty days; which is $8,431,435 for FY 2015 Quarter Two. This result reflects that the Department has

not met the target amount of $7.5 Million and missed the target by $931,435. Thus, the target was

missed by 12.42%. This result reflects a status of green for the performance measure; since the

percent missed is less than 20% of the target.


Target : $7.5M

Status: Green

Data Source: Invoice Aging Reports

PERFORMANCE MEASURE 4 – Percent of Mainframe Services Meeting Federal Standards for Cost Recovery (Annual)


$-

$2.00

$4.00

$6.00

$8.00

$10.00

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

Millions $8.0 $7.5 $7.1 $6.3 $8.1 $8.5 $5.3 $5.9 $7.0 $8.1 $4.9 $5.5 $8.4

$ C

olle

cte

d

Account Receivables Over 60 Days


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PERFORMANCE MEASURE 5 – Percent of Voice, Data and Radio Services Meeting Federal Standards for Cost Recovery (Annual)



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Program Area: Compliance & Project Management (P772)

The Compliance and Project Management Division is the State’s Enterprise Project Management

Office (EPMO). EPMOperforms the following functions: Provide IT Management Lifecycle policies,

methodologies and templates for IT initiatives to promote quality and success and report regularly to

Executive, Legislative, and IT Commission. The EPMO reports on the status of the State’s IT Project

Portfolio; provides support, guidance and oversight on IT projects and procurements to promote

improved outcomes; reviews agency IT plans for prudent allocation of IT resources and monitors

compliance of projects with Agency strategic plans and the State IT strategic plan; reviews

appropriation requests and legislation related to IT and makes recommendations to the Department

of Finance, and Legislative Finance Committee for formal approval by the Legislature and the

Governor. Additionally EPMO provides senior project management guidance for enterprise projects.

Program Budget and FTE The Compliance and Project Management has seven (7) FTE and the following budget:

Budget Category Total (Thousands)

Salaries and Benefits $718.5

Contractual $32.3

Other $42.1

Other Financing Uses $84.5

Total $877.4


PERFORMANCE MEASURE 6 – Percent of certified projects reviewed that are aligned with the Agencies Annual IT Plan or amended plan on a monthly base

This performance measure reflects the percent of certified projects reviewed monthly for aligned with

the Agencies Annual IT Plan. Certified projects are tracked using the Department’s Project

Certification Committee (PCC) website. The site contains the certification documentation presented

to the PCC for certification phases, changes, and status updates of IT projects. Eighty projects were

certified for a total worth of $253,353,000. This performance measures continuously reflects 100% of

all certificated projects are verified for alignment with the Agencies IT Plans.


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Target: 100%

Status: 100%

Data Source: Green

PERFORMANCE MEASURE 7 – Monthly Number and Budget of Approved IT Professional Services Contracts and Amendments

This performance measure tracks the volume of oversight that the Department provides for statewide

IT expenditures. The performance measure reports the number of IT procurements reviewed and

compensation for IT Professional Services. The division performs reviews of agency IT contracts,

amendments, and RFP’s including all procurement types such as emergencies, sole source, agency

price agreements, and state wide price agreements. The purpose of the review is to ensure the

proposed contract(s) and procurement is in accordance with State standards, guidelines, and

consistent with the State IT Strategic Plan and Agency IT plans. For quarter two a total of seventy-two

procurements were reviewed and approved in the amount of $18,026,581. This performance

measures is an Explanatory type of measure which does not have a target; therefore a status is not

reported.


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Fiscal Year Number of

Contracts Contract Amount

FY13 Q1 55 $26,786,782

FY13 Q2 52 $240,643,830

FY13 Q3 72 $30,374,890

FY13 Q4 99 $235,917,319

FY14 Q1 53 $246,484,558

FY14 Q2 56 $33,966,682

FY14 Q3 48 $50,223,235

FY14 Q4 152 $68,154,027

$0

$50,000,000

$100,000,000

$150,000,000

$200,000,000

$250,000,000

Co

ntr

acts

Am

ou

nt

Information Technology Professional Services Contracts and Amendments


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FY15 Q1 44 $40,745,445

FY15 Q2 72 $18,026,581

PERFORMANCE MEASURE 8 – Number and Budget Requested for One Time IT Appropriations as Incorporated Within Annual Agency IT Plans (Annual)



Target: N/A

Status: N/A

Data Source: Database


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Program Area: Enterprise Services (P773) & Equipment Refresh

(P784)

The purpose of the Enterprise Services program is to provide the State with the information

technology fabric that enables Agencies to innovate and excel in their specific domains with the goal

of consolidating services duplicated within Agencies to promote cost savings and efficiencies. This is

accomplished through the delivery and management of cost effective and efficient IT infrastructure

services, enterprise applications and other value added IT services. The program is enterprise funded

thereby assessing fees for services, which includes the depreciation cost for providing service. This

enables an Equipment Replacement Fund to be utilized to maintain and enhance services over time.

Program Budget and FTE

The Enterprise Services and the Equipment Replacement Fund has been merged together for

performance measure reporting purposes. The Enterprise Services Program has 170 FTE. The

combined budget is as follows:

Budget Category Enterprise Services

(P773) Replacement Fund

(P784)

Total (Thousands)

Enterprise and Replacement

Salaries and Benefits $15,050.9 $15,050.9

Contractual $7,115.7 $3,749.0 $10,864.7

Other $20,258.9 $3,300.0 $23,558.9

Other Financing Uses $10,134.9 $10,134.9

Total $52,560.4 $7,049.0 $59,609.4


PERFORMANCE MEASURE 9 – Number of Enterprise Services Instrumented with Quantitative Metrics for Evaluating Savings/Cost Avoidance Resulting from Consolidation (Annual)



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PERFORMANCE MEASURE 10 – Amount of IT Savings/Cost Avoidance as Calculated for Enterprise Systems with Existing and Documented Metrics (Annual)


PERFORMANCE MEASURE 11 – Percentage of Phone Systems Using Internet Protocol or Other Similar Technologies to Achieve Virtual Local Calling within the State

This performance measure tracks the increased use of internet protocol (IP) technologies versus

landlines. This performance measure quantifies the continued advancements utilized by the State for

telephone technology and represents the potential for significant measurable cost savings to the

State. The number of landline systems replaced by the use of the enterprise network reflects the

continued success of increased cost saving, leveraging economies of scale within the IT consolidation

effort.

For FY 2015 Quarter Two the Department was able to provide better data on the actual amount of IP

telephones. The total count of IP core network installed base telephones are 8,131. In comparison to

the previous quarter reported, this is an additional 3,894. In actuality, this increase is previous installs

not reflected on past numbers. For quarter two the installed base of IP telephones is approximately

34.6%. Where this performance measure has exceeded the target of 25%; the measure is driven by

agency funding and infrastructure capability and will continue to vary over the years.

0.0%

25.0%

50.0%

75.0%

100.0%

FY13Q1 FY13

Q2 FY13Q3 FY13

Q4 FY14Q1 FY14

Q2 FY14Q3 FY14

Q4 FY15Q1

FY15Q2

% IP Base Telephones

Percentage of Phone Systems Using Internet Protocol to Achieve Local Calling

Within the State Enterprise

Projected IP Phones

Actuals IP Phones

Landlines


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Target: 25%

Status: Green

Data Source: Contracts Database

PERFORMANCE MEASURE 12 – Percentage Reduction of Past End of Life Systems Refreshed / Replaced with Equipment Replacement Funds (Annual)


PERFORMANCE MEASURE 13 – Number of Anchor Institutions Utilizing the Forthcoming 700MHz Long Term Evolution Public Safety Network

On behalf of the State, the Department is one of five institutions nationwide to have both a waiver for

the operation of a 700 MHz public safety network, and federal funds for the initial deployment of such

a capability. This performance measure will track the number of anchor institutions, or ‘customers’

that this new technology will support. This metric is also a requirement of the federal grant awarded

to the Department but is equally as important to be established internally by the Department. As this

technology is anticipated to become a substantial portion of the Department’s radio capability over

the next five to ten years, it will be important to meter how widespread its adoption is for the

purposes of advanced planning and development of related cost models.

The Department was unable to report on the 700MHz performance measure due to the Federal

Communications Commission (FCC) placing the 700MHz project on hold; however the suspension has

been lifted. The Department negotiated and signed a Spectrum Lease Management Agreement with

First Responder Network Authority (FirstNet). In establishing federal partnerships, the Department

has signed a Memorandum of Understanding with the Department of Interior and Customs Border

Protection. The Department is in the final process of the Request for Proposal (RFP) multi-price

agreement for the system design. With the award of the RFP, the Department will contract with a

vendor from the price agreement and reporting will begin on this performance measure.


Target: 5

Status: TBD

Data Source: ARRA Reporting


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PERFORMANCE MEASURE 14 - Queue-Time to Reach a Customer Service Representative at the Department Help Desk, in Seconds

In FY 2015 Quarter Two, the Department’s Enterprise Help Desk received 2,350 calls requesting

assistance on items such as password resets, application support questions and other IT incidents.

The average wait time to speak with a customer representative, once the customer navigated the

interactive voice response system (IVR), was ten seconds. This performance measure continues to

meet and exceed the target level of 19.0 seconds.

Additionally, the Department’s Enterprise Help Desk total service desk tickets for the quarter were

9,500. Of the tickets, 1,100 were incidents and 8,400 were requests. A total of 210 surveys were

received with an overall satisfaction rate of 95.25%.


Target: <19 Seconds

Status: Green

Data Source: Service Desk System

0.0

5.0

10.0

15.0

20.0FY12 Q2

FY12 Q3FY12 Q4

FY13 Q1FY13 Q2

FY13 Q3

FY13 Q4

FY14 Q1

FY14 Q2

FY14 Q3

FY14 Q4

FY15 Q1

FY15 Q2

# of Seconds

Average Queue Time

DoIT Help Desk Customer Service Queue-Time


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PERFORMANCE MEASURE 15 – Percentage of Service Desk Incidents Resolved Within the Time Frame Specified for Their Priority Level

The Department enterprise support desk application has five priority levels defined and configured

effectively to monitor the called in incidents by priority level. This is the second year that the

Department reported the percentage of service desk incidents resolved within the time frame

specified for the five priority level. The measure reflects the average percentage of incidents resolved

within the timeframe specified for their priority levels. When reporting IT service concerns or

incidents, users can call the Enterprise Help Desk. The help desk establishes the nature of the call and

the priority for the type of incident being reported by impact. The measure is an important metric for

the Department as the Enterprise Support Desk is the first point of contact for Agency customers.

Below are the targets for each specific priority.

PRIORITY LEVEL TARGET RESPONSE

HOURS

Priority-1 8 hours

Priority-2 24 hours

Priority-3 40 hours

Priority-4 80 hours

Priority-5 160 hours

FY 2015 Quarter Two, four of the priority levels reported a Green status. From the previous quarter

Priority-1 improved from Yellow status to Green status and Priority-2 improved from Red status to

Yellow status. The Department will continue to strive to improve in this performance measure.


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Target: 90%

Data Source: Service Desk System

Priority 1 (8 Hrs.) 75% Green

Priority 2 (24 Hrs.) 64% Yellow




PERFORMANCE MEASURE 16 - In-Service Percentage of the State Voice Communication Network

The Department maintains and operates the state voice communication network. The in-service

percentage measures the availability of the telephone system and is critical to state government

operations. In-service percentage is measured across 40,503 ports, and uptime/down time is

measured in minutes. This in-service performance measure has been consistent at 99.999% for the

past eight years. The reporting status of this metric demonstrates that the Department has been

successful in sustaining a performance measure that is industry best practice.

0%

20%

40%

60%

80%

100%

FY13 Q4

FY14 Q2

FY14 Q4

FY15 Q2

DoIT Customer Support Priority Levels

Priority 1 (8 Hrs)

Priority 2 (24 Hrs)

Priority 3 (40 Hrs)

Priority 4 (80 Hrs)

Priority 5 (160 Hrs)


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Target: 99.9%

Status: Green

Data Source: Altura In-Service Reports

PERFORMANCE MEASURE 17 - Percent of Mainframe Uptime Affecting User Access and/or Batch Scheduling

The Department maintains and operates the State’s mainframe environment within the State Data

Center. The mainframe hosts several critical agency applications such as the Motor Vehicle, Child

Support Enforcement System, Cash Assistance, Oil and Natural Gas Administration and Revenue

Database (ONGARD) system. This performance measure reports any unscheduled downtime of the

mainframe that affects user access or batch processing. There are scheduled windows designated for

maintenance when the mainframe is not available and are not included as part of this performance

measurement. In FY 2015 Quarter Two the Mainframe was up 100%, which continues to report

performance at a green status.

90.0%

92.5%

95.0%

97.5%

100.0%

FY12Q3 FY12

Q4 FY13Q1 FY13

Q2 FY13Q3 FY13

Q4 FY14Q1 FY14

Q2 FY14Q3 FY14

Q4 FY15Q1 FY15

Q2

% In-Service

43,066 Ports Available

State Voice Communication Network In-Service Percentage


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Reported: Quarterly FY 2015

Target: (99.9% Uptime)

Status: Green

Data Source: Real-time Monitoring

PERFORMANCE MEASURE 18 – Percentage Increase of Applications Running on Virtualized Enterprise Servers (Annual)


PERFORMANCE MEASURE 19 – Number of Enterprise Data Systems with a Disaster Recovery or Resilience Presence at the State Secondary Data Center. (Annual)


PERFORMANCE MEASURE 20 – Percent of Co-located and Enterprise-hosted Services with

Documented System Security Plans (Annual)


99.000%

99.200%

99.400%

99.600%

99.800%

100.000%

FY12 Q2 FY12 Q4 FY13 Q2 FY13 Q4 FY14 Q2 FY14 Q4 FY15 Q2

% U

pti

me

Percent of Mainframe Uptime


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PERFORMANCE MEASURE 21 – Number of Perimeter and Security-Logged Systems Reporting Security Metrics to the Network Operations Center (Annual)


PERFORMANCE MEASURE 22 - Percent of Scheduled Uptime the Statewide Human Capital Management Suite of the Statewide Human Resource, Accounting, and Management Reporting System is Available during Business Hours

This performance measure reports any unscheduled downtime of the SHARE-Human Capital

Management (HCM) suite that affects user access or batch processing. There are scheduled windows

designated for maintenance when the SHARE-HCM suite is not available and is not included as part of

this performance measure. The Department monitors the SHARE environment 24 hours a day, 7 days

a week, to ensure it is available to users from 8:00 A.M. to 5:00 P.M. Monday through Friday. The

Department reporting target is 99.9% uptime. The SHARE-HCM system was available 472 business

hours during FY 2015 Quarter Two. The reporting metrics is 100% uptime; this is within a green status

of an acceptable performance level of Business Days for SHARE - HCM availability.

0.0%1.0%2.0%3.0%4.0%5.0%6.0%7.0%8.0%9.0%

10.0%

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

Percent of Business Days that SHARE – FINANCIALS Was Not Available

Due to Unscheduled Downtime During Business Hours


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Target: 99.9%,

Status: Green

Data Source: Real-time Monitoring Reports

PERFORMANCE MEASURE 23 - Percent of Scheduled Uptime the Financial Suite of the Statewide Human Resource, Accounting, and Management Reporting System is Available during Business Hours

This performance measure reports any unscheduled downtime of the SHARE-Financial (FIN) suite that

affects user access or batch processing. There are scheduled windows designated for maintenance

when the SHARE-FIN suite is not available and is not included as part of this performance measure.

The Department monitors the SHARE environment 24 hours a day, 7 days a week, to ensure it is

available to users from 8:00 A.M. to 5:00 P.M. Monday through Friday. The SHARE-FIN was available

472 business hours during FY 2015 Quarter Two. The Department reporting target is 99.9% uptime.

The reporting metrics is 100% uptime; this is within a green status of an acceptable performance level

of Business Days for SHARE-FIN availability.

0.0%

1.0%

2.0%

3.0%

4.0%

5.0%

6.0%

7.0%

8.0%

9.0%

10.0%

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

Percent of Business Days that SHARE – FINANCIALS Was Not Available

Due to Unscheduled Downtime During Business Hours


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Data Reported: Quarterly FY15

Target: 99.9%,

Status: Green

Data Source: Real-time Monitoring Reports

PERFORMANCE MEASURE 24 – Human Resource, Accounting, and Management Reporting System Number of days to respond to an agency Project Request for Statewide

This performance measure tracks the response time of the Department to the agencies for Statewide

Human Resource, Accounting, and Management Reporting System (SHARE) Project Requests. A

Project Request is submitted to the Department and the SHARE team analyzes the request for impact

to the SHARE system. At present, all initial project requests are reviewed and responded to within

fifteen days, which begins the project vetting process. After this point, the Department manages

SHARE projects through the standard phases of the software development lifecycle to completion.


Target: <=30 days

Status: Green

Data Source: Excel spreadsheet of Project

Request

PERFORMANCE MEASURE 25 - Percent on time delivery of Statewide Human Resource, Accounting, and Management Reporting System approved projects to the implementation date

This performance measure tracks the on-time delivery of approved project requests to agencies for

the Statewide Human Resource, Accounting, and Management Reporting (SHARE) enterprise

system. As different projects have different estimated durations, this performance measure will

normalize the duration differences by calculating the days missed as a percentage of the scheduled

time. The Department reporting target is 80% of on-time delivery of approved projects to the

implementation date. The reporting metrics is 80% of on delivery of approved projects; this is within a

green status of an acceptable performance level.


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Target: 80%

Status: Green

Data Source: Excel spreadsheet of

accepted Project Request

PERFORMANCE MEASURE 26 - Percent of staffs that receive at minimum 24 hours of training in their specific technology field within a year (Annual)


fy 2015 quarter two performance report - nm doit · data reported: quarterly fy 2015 target : $7.5m...

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