FY 2015 Quarter Four Performance Report - NM DoIT · which is an output of the annual fiscal audit. In prior fiscal years, FY2009 through FY2014 the Department was fully within federal

FY 2015 Quarter Four

Performance Report

April 1, 2015 through June 30, 2015

Darryl Ackley Cabinet Secretary

Jacqueline Miller Deputy Secretary

361 Department of Information Technology FY2015 Q4 Performance Measure Report

Page 2 of 30

Department of Information Technology - 361

The purpose of the FY2015 Quarter Four Performance Report (Report) 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 annual measures include in the Plan will not be reported until the fourth quarter.


Page 3 of 30

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.


Page 4 of 30

Program Area: Program Support (P771)

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)

Each fiscal year of operation the Department is subject to an independent audit that may result in audit findings determined by the auditors. The Department is required to develop specific corrective actions

to address these audit findings. This performance measure tracks the corrections to the audit findings based on an established schedule.

Findings are given as new, resolved, repeated and modified, and repeated. Resolved means corrective action are successfully completed. Repeated and modified means progress has been made towards

resolution. Repeated means the status of the finding has not changed.

The FY2014 audit was completed on November 12, 2014 and three (3) findings were identified. As of

November 12, 2014, the findings were compared to the FY2013 audit and there were two (2) findings


Page 5 of 30

resolved, and one (1) new finding identified. Of the FY2013 audit corrective actions, 100% were completed as scheduled. This resulted in this performance measure reporting 100%; which is a green

status. The FY2015 compliance performance measure will be reported in the FY2016 Quarter Four report.

Data Reported: Annual FY2014 Target: 95% Status: Green Data Reported: Annual FY2015 Target: 95% Status: TBD Data Source: Agency analysis of cost

recovery model and billing data reports

Results

Target0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

FY09 FY10 FY11 FY12 FY13FY14

22% 33% 50%

50%

83%

100% 60%

75% 75%

95% 95% 95%

Percent of Audit Corrective Action Plan Commitments Completed on Schedule

Note: The results for FY2015 will be reported in FY16.


Page 6 of 30

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

The Department is the enterprise IT 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.

This quarter’s performance measure indicates the results of the Accounts Receivable section of the Administrative Services Division (ASD) efforts that 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 FY2014 the Agencies demonstrated a pronounced improvement in payment pattern. In FY2015 the fourth quarter had a significate improvement from the previous quarter with

the reported 81% collected payments received. However, in overall comparison to FY2014 this metric has not do as well.

0%10%20%30%40%50%60%70%80%90%

100%

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

FY15Q3

FY15Q4

% Collected 60 Days 71% 81% 36% 37% 46% 62% 66% 90% 95% 80% 34% 53% 55% 81%

Perc

enta

ge

Accounts Receivable Dollars Collected Within 60 Days of Invoice Due Date


Page 7 of 30

Data Reported: Quarterly FY2015

Target: 75% Status: Green Data Source: Invoice Aging Reports

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 was $4,233,897 for FY2015 Quarter Four. This result reflects that the Department has

met and exceeded the target amount of $7.5 Million. In quarter four the accounts receivable dollars were reduced more than $1.6 Million from last quarter. This result reflects a status of green for the

performance measure.


Target : $7.5M

Status: Green

Data Source: Invoice Aging Reports

$- $1.00 $2.00 $3.00 $4.00 $5.00 $6.00 $7.00 $8.00 $9.00

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

FY15Q3

FY15Q4

Millions $7.5 $7.1 $6.3 $8.1 $8.5 $5.3 $5.9 $7.0 $8.1 $4.9 $5.5 $8.4 $5.8 $4.2

$ Co

llect

ed

Account Receivables Over 60 Days


Page 8 of 30

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

Federal standards require that services provided by the Department cannot allow for a profit. Each billed service must be treated as a separate enterprise and must be self-supporting. The rate for each

service must only recover the actual cost of providing the service plus an allowance for sixty days of working capital. The verification can only be performed with a finalized profit and loss statement

which is an output of the annual fiscal audit.

In FY2009 through FY2014 for all mainframe services, the Department has been fully compliant with

federal standards as they relate to cost recovery. The FY2015 compliance performance measure will be reported in the FY2016 Quarter Four report.



0.0%

25.0%

50.0%

75.0%

100.0%

FY09 FY10 FY11 FY12 FY13 FY14

100% 100% 100% 100% 100% 100%

Percent of Mainframe Services Meeting Federal Standards for Cost Recovery



Page 9 of 30

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

Federal standards require that services provided by the Department cannot allow for a profit. Each

billed service must be treated as a separate enterprise and must be self-supporting. The rate for each service must only recover the actual cost of providing the service plus an allowance for sixty days of working capital. The verification can only be performed with a finalized profit and loss statement,

which is an output of the annual fiscal audit.

In prior fiscal years, FY2009 through FY2014 the Department was fully within federal standards as they

relate to cost recovery for all voice, data and radio services. The FY2015 compliance performance measure will be reported in the FY2016 Quarter Four report.



0.0%

25.0%

50.0%

75.0%

100.0%

FY09 FY10 FY11 FY12 FY13 FY14

100% 100% 100% 100% 100% 100%

Percent of Voice, Data, Radio Services Meeting Federal Standards for Cost Recovery



Page 10 of 30

Program Area: Compliance & Project Management (P772)

The Compliance and Project Management Program is the State’s Enterprise Project Management Office (EPMO). EPMO performs 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. 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; and 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 alignment with the Agencies Annual IT Plan. Certified projects are tracked using the Department’s Project Certification Committee (PCC) website. The site contains the documentation presented to the PCC for

certification phases, changes, and status updates of IT projects. EMPO provided oversight to seventy-four (74) projects worth $241,769,400. This performance measures continuously reflects 100% of all

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


Page 11 of 30


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 compensations for IT Professional Services. EPMO performs reviews of agency IT contracts,

amendments, and Request for Proposal (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 procurements are in accordance with State standards, guidelines, and consistent with the State IT Strategic Plan and associated agency IT plan. For quarter

four a total of ninety-six (96) procurements were reviewed and approved in the amount of $96,033,556. This performance measures is an Explanatory type of measure; which does not have a

target; therefore a status is not reported.

$0

$50,000,000

$100,000,000

$150,000,000

$200,000,000

$250,000,000

FY13

Q1

FY13

Q2

FY13

Q3

FY13

Q4

FY14

Q1

FY14

Q2

FY14

Q3

FY14

Q4

FY15

Q1

FY15

Q2

FY15

Q3

FY15

Q4

Cont

ract

s Am

ount

Information Technology Professional Services Contracts and Amendments


Page 12 of 30

Fiscal Year Number of Contracts Contract Amount

FY2013 Q1 55 $26,786,782

FY2013 Q2 52 $240,643,830

FY2013 Q3 72 $30,374,890

FY2013 Q4 99 $235,917,319

FY2014 Q1 53 $246,484,558

FY2014 Q2 56 $33,966,682

FY2014 Q3 48 $50,223,235

FY2014 Q4 152 $68,154,027

FY2015 Q1 44 $40,745,445

FY2015 Q2 72 $18,026,581

FY2015 Q3 58 $20,279,463

FY2015 Q4 96 $96,033,556

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

As part of the Department's oversight and compliance, the Department reviews Executive Agencies one

time IT appropriation requests. The purpose of the review is to ensure the proposed request for IT appropriation is in accordance with State standards, guidelines, consistent with the State IT Strategic

Plan and supportable. This measure provides the number of IT appropriations requested and the total amount of requests for IT expenditure. In FY2015 twenty-four requests were submitted for a total of

$58,453,700.

Data Reported: Quarterly FY2015 Target: N/A Status: N/A

Data Source: Database


Page 13 of 30

$0

$10,000

$20,000

$30,000

$40,000

$50,000

$60,000

$70,000

FY11 forFY12

FY12 forFY13

FY13 forFY14

FY14 forFY15

FY15 forFY16

Budg

et R

eque

st A

mou

nt

Information Technology Budget Request for One Time IT Appropriations


Page 14 of 30

Program Area: Enterprise Services (P773) & Equipment Refresh

(P784)

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


Page 15 of 30


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

One of the primary benefits of enterprise services is cost avoidance resulting from IT consolidation

which is a savings to the State. This measure provides a basis for evaluating how many enterprise systems are instrumented with quantitative cost-avoidance metrics. The Department has leveraged

economy of scales and cost avoidance in four critical enterprise systems:

1. Email

2. Mobile Devices 3. ISP

4. Enterprise Licensing (Adobe Acrobat Pro)

The results of this performance measure did not change from last year. The Department still has four

services fully modeled that demonstrate cost savings. However, not all services result in direct and easily quantifiable cost savings such as Mainframe service.

Additionally, the Department was unable to progress as planned on other consolidation opportunities to induce cost savings such as mobile device management, end point protection, Microsoft Office 365

or other enterprise licensing. While the Department has plans to pursue these efforts in the future; the Department has requested and received approval for this performance measure to be discontinued for FY2016.

Data Reported: Annual FY2015

Target: 5

Status: Green

Data Source: Documentation associated with each enterprise system

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

This performance measure was intended to be a counterpart to Performance Measure Nine. In reality, reporting for this measure duplicates information reported for Performance Measure Nine. However,

consideration must be made that there is continued evaluation and improvement of enterprise services’ processes that present significant cost avoidance to the State. While it is difficult to provide


Page 16 of 30

tangible cost avoidance due to lack of resources; the Department was able to identify a cost avoidance of $3.9 Million. However, for FY2016 the Department has requested this performance measure be

discontinued.


Target: $3,000,000

Status: Green

Data Source: Established Cost-Savings Formulas

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 FY2015 Quarter Four the total count of IP core network installed base telephones is 8,730. In

comparison to the previous quarter reported, this is an additional 445 IP telephones; which is approximately 36.4% of total telephone lines. For the past three quarters this performance measure has exceeded the target of 25% and continues to improve. However, this measure is driven by agency

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


Page 17 of 30

Data Reported: Quarterly FY2015 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)

A key component of the enterprise cost-model employed by the Department is the assessment of

capitalization of IT assets used in delivering services to the state. This capitalization is amortized across each individual service line for the reasonable life cycle of the assets, and included in the rate that

Department charges for the relevant service line. These funds are then put into an Equipment Replacement Fund that is intended to be used to refresh/upgrade/replace IT equipment that reaches

the end of its useful life (and to avoid the need for frequent and incoherent capital appropriation

0.0%

25.0%

50.0%

75.0%

100.0%

FY14 Q1FY14 Q2

FY14 Q3FY14 Q4

FY15 Q1FY15 Q2

FY15 Q3FY15 Q4

FY16 Q1FY16 Q2

FY16 Q3FY16 Q4

% 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


Page 18 of 30

requests). This performance measure is intended to track the Department’s performance in terms of managing the Equipment Replacement Fund, and will be based on annual aggregate scoring.

In FY2015 the Department developed an Equipment Relief Fund (ERF) budget of $7.05 Million, which included an approved budget increase of $1.25 Million. The ERF budget covered both Enterprise

Services and SHARE needs through the fiscal year. The list of services which benefited from ERF expenditures included:

• Exadata, Database as a Service • SHARE

• Public Safety Radio Communication • Data Network/Internet Services

• Voice over IP Phone Systems and related applications The replacement of end-of-life systems can only be done with availability of funding. The systems that

are scheduled to be replaced with the ERF not only consider end-of-life as the criteria but evaluate

impact and risk. Therefore, the Department has requested and received approval for this performance

measure to be discontinued for FY2016.


Target: 50%

Status: TBD

Data Source: GEAC System

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 has received approval for twelve fixed sites and one transportable unit to place LTE

700 MHz equipment. The Department has obtained a signed Memorandum of Understanding (MOU)


Page 19 of 30

with the Department of Interior and with Customs Border Protection. Additionally, the Department is working on agreements with Dona Ana County, Eddy County and Bernalillo County. This public safety

network’s Remote Core will connect to Adams County, Colorado. The Department has planned equipment for the Early Builders Pilot to be installed and tested by September 30, 2015. Shortly

thereafter, reporting will begin on this performance measure.

Data Reported: Quarterly FY2015 Target: 5 Status: TBD

Data Source: ARRA Reporting

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

In FY2015 Quarter Four, the Department’s Enterprise Help Desk received 2,191 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 nine (9) 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 8,636. Of the tickets, 2,300 were incidents and 6,336 were requests. A total of 53 surveys were received with an overall satisfaction rate of 98%.


Page 20 of 30

Data Reported: Quarterly FY2015 Target: <19 Seconds Status: Green Data Source: Service Desk System

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 calls 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 levels. 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 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.

0.0

5.0

10.0

15.0FY13 Q1

FY13 Q2FY13 Q3

FY13 Q4FY14 Q1

FY14 Q2FY14 Q3

FY14 Q4FY15 Q1

FY15 Q2FY15 Q3

FY15 Q4

# of Seconds

Average Queue Time

DoIT Help Desk Customer Service Queue-Time


Page 21 of 30

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

For FY2015 Quarter Four, all five of the priority levels reported a green status. From the previous

quarter Priority-1 improved from yellow to green status and Priority-2 through Priority-5 continue to carry a green status. These positive results have been the outcome of the Departments continued

efforts to improve this service. The Department has progressed from the first reporting of this measure with the majority of the priority levels in a red status to this quarter reporting all priority levels in a

green status. This performance measure reflects utmost the continued improvement in the Enterprise Support Desk.

0%

20%

40%

60%

80%

100%

FY14 Q1

FY14 Q3

FY15 Q1

FY15 Q3

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)


Page 22 of 30


Target: 90%

Data Source: Service Desk System

Priority 1 (8 Hrs.) 100% Green





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 43,066 ports and uptime/down time is measured in minutes. This 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.

90.0%

92.5%

95.0%

97.5%

100.0%FY13 Q1

FY13 Q3

FY14 Q1

FY14 Q3

FY15 Q1

FY15 Q3

% In-Service

43,066 Ports Available

State Voice Communication Network In-Service Percentage


Page 23 of 30

Data Reported: Quarterly FY2015 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). 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.

This quarter the target was met with a 100% uptime, reporting a green status.

99.000%

99.200%

99.400%

99.600%

99.800%

100.000%

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

FY15Q3

FY15Q4

% U

ptim

e

Percent of Mainframe Uptime


Page 24 of 30

Reported: Quarterly FY2015 Target: (99.9% Uptime)

Status: Green

Data Source: Real-time Monitoring

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

The Department continues to improve the State's infrastructure to support and improve enterprise

information technology services to realize the cost savings inherent in consolidation. Physical consolidation through the use of virtualized enterprise servers and the sharing of resources moves the

Department closer to achieving its vision of improved enterprise services and consolidation. Virtualization has proven to be cost effective, increased number of server environments

without physical increase in servers, and reduction in power consumption. This measure reflects the progress by tracking the percent increase of the Departments and agency applications running on virtualized enterprise servers.

The Department continues to sustain 99% virtualization. However, the percent metric does not reflect the growth of applications that are added to the virtual environment. The increase in virtualized

machines provides growth in the enterprise virtual environment. Since the Department has exceeded the target of 50% with a continuous 99% virtualization, the Department has request that the

performance measure be discontinue in FY2016 and replaced with a new performance measure: Growth of Virtual Machines Running on Hosted Enterprise Servers.


Target: 50%

Status: Green

Data Source: Actual Systems Deployed

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

As part of the Departments commitment to establish Disaster Recovery and Resilience for the major services, the Department is in the process of establishing resilience systems that host disaster recovery

environments in multiple locations that include agreements with universities and other


Page 25 of 30

entities. Currently the Department has an agreement with New Mexico State University (NMSU) to swap co-location space in Las Cruses and in the State Datacenter for the Mainframe system. This past

year the Department worked with the Taxation and Revenue Department to support their disaster recovery needs at the Tiwa Data Center. Currently, the Children, Youth and Families Department and

Department of Workforce Solutions have a disaster recovery presence at the State Datacenter and the Human Service Department has a disaster recovery presence at the Tiwa Data Center.

Additionally, the Enterprise Email System includes system architecture with disaster recovery capability for Active Directory and Exchange. The Department's virtualized platform is designed to reduces the

cost of disaster recovery and simplify the recovery process. In FY2016 the Department has request a change in the language for this performance measure to reflect multiple environments.


Target: 5

Status: Green

Data Source: Compiled Manually

PERFORMANCE MEASURE 20 – Percent of Co-located and Enterprise-hosted Services with Documented System Security Plans (Annual)

Beyond the ability to detect and assess cyber threats to the State’s IT infrastructure, it is crucially important to be able to quickly respond to incidents involving enterprise IT systems. In an effort to better formalize and standardize the State’s ability to respond to these threats, a formal System

Security Plan (SSP) template was developed for use with enterprise systems.

The purpose of the SSP is to provide system security requirements and describe the controls in place or

planned to meet those requirements. The SSP should be viewed as a structured process for planning adequate security protection for major critical systems. The SSP reflects input from various managers

with responsibilities concerning the information system, including information owner(s), system owner(s), system operator(s), and the information security manager.

The reporting of this new performance measure requires an assessment of the system security controls. The Department is in the process of assessing the SANS top twenty critical security

controls. Additionally, many agencies have federal requirements that mandate SSPs. In moving forward the Department has formulated a Security Advisory Group and a Security User Group. These


Page 26 of 30

individuals will assist in providing a baseline to begin reporting on this measure. However, until a baseline is complete, the Department cannot adequately report on this measure.

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

As part of its commitment to providing enterprise-grade security to the State’s network fabric, the Department has establishing a more formalized Network Operations Center (NOC). The NOC provides

a centralized location for monitoring, detecting, and responding to cyber incidents affecting state networks. This performance measure tracks the number of perimeter and security-logged systems that

have automated or semi-automated feeds into the NOC.

The Department currently employs a number of tools that comprise the Network Management

System. The connections for all enterprise systems are monitored through various firewalls and Intrusion Detection Systems; the Department has a vulnerability scanner in place to determine system

vulnerabilities and weaknesses; the Department has implemented and currently utilizes an Enterprise Event Manager to allow for centralized log collection and event correlation; the Department conducts

reviews of ALL firewall rules and router configurations, documenting access to various systems and creating data flows for enterprise applications.

At the end of FY2015, the Department was monitoring over 800 devices which make up the state's internet service, core network, data center network, numerous agencies local area networks (LANs) and Department servers and related systems. These results represent 99% of the network devices and

exceed the target of 80%.


Target: 80%,

Status: Green

Data Source: Number of feeds that have a formal presence in the NOC


Page 27 of 30

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’s target for this metric is 99.9% uptime. The SHARE-HCM system was available 492

business hours during FY2015 Quarter Four. The reporting metric reported for this quarter is 100% uptime. This measure is within a green status of an acceptable performance level of Business Days for

SHARE - HCM availability.

0.0%0.3%0.5%0.8%1.0%1.3%1.5%1.8%2.0%2.3%2.5%

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

FY15Q3

FY15Q4

Perc

enta

ge

Percent of Business Days that SHARE – HCM Was Not Available

Due to Unscheduled Downtime During Business Hours


Page 28 of 30

Data Reported: Quarterly FY2015 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 Department’s target for this metric is

99.9% uptime. The SHARE-FIN was available 496 business hours during FY2015 Quarter Four. The performance metric reported for this quarter is 100% uptime. This measure 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%

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

FY15Q3

FY15Q4

Perc

enta

ge

Percent of Business Days that SHARE – FINANCIALS Was Not Available

Due to Unscheduled Downtime During Business Hours


Page 29 of 30

Data Reported: Quarterly FY2015 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 fourteen (14) 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.

Data Reported: Quarterly FY2015 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 reported this quarter is 85% of on delivery of approved projects; this is

within a green status of an acceptable performance level and an improvement from last quarter of 5%.


Page 30 of 30

Data Reported: Quarterly FY2015 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)

It is vital that the Department has a skilled workforce and employees have the opportunity to receive

professional training in critical areas. The Department’s training division provides learning and

development training to Department employees and employees from other State agencies. The

training provided focuses on employee’s specific technology fields enabling them to increase efficiency,

effectiveness, productivity, and customer satisfaction.

FY2015 is the first year for this performance metric. The scope of the metric is employees within the

Enterprise Service Program Area. While the program has a 170 FTE count, the performance measure

was calculated with a count of 138 active employees. The data for this performance measure is

attained by supervisors and managers reporting their employee’s training to the Training Unit. Data for

the measure is then recorded into a Training Database. This performance measure reported only

eighteen (18) employees out of a total of 138 employees had at least twenty-four hours of training in

FY2015. In reviewing the data there were areas where training was not reported; consequently

skewing the results. The process for assuring all employee training is reported, needs improvement.

The Department plans on enhancing the Training Database to include tacking the number of hours per

staff member and providing quarterly reports to the Enterprise Managers.

Data Reported: Annual FY2015 Target: 60% Status: Red Data Source: Training Access Database

Documents

FY 2015 Quarter Four Performance Report - NM DoIT · which is an output of the annual fiscal audit. In prior fiscal years, FY2009 through FY2014 the Department was fully within federal