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