1. Department of Human Services Office of Information Services Statewide IT Performance Measures Pilot Project DHS Initial Measures & Next Steps Presentation to CIO Council – March 7, 2006

2. Statewide ITPM DHS Initial Measures – March 2006 23/7/2006 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

3. Statewide ITPM DHS Initial Measures – March 2006 33/7/2006 IT performance measures grouped by subject area: Strategic Spend 1.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 Performance 10.Technology Project Budget Estimates 11.Technology Project Schedule Estimates 12.Network Uptime Customer Satisfaction 13.IT System Users Satisfaction Survey Results *External comparison data available from Meta/Gartner Adopted Measures Statewide IT Performance Measures

4. Statewide ITPM DHS Initial Measures – March 2006 43/7/2006 Statewide IT Performance Measures – Financial Enterprise IT Initiatives as a % of Agency IT Expenditures Based on 6-month expenditures of: IT = ~ $28 million Enterprise IT = ~ $570,000 or 2%

5. Statewide ITPM DHS Initial Measures – March 2006 53/7/2006 Statewide IT Performance Measures – Financial Agency Strategic IT Initiatives as a % of Agency IT Expenditures

6. Statewide ITPM DHS Initial Measures – March 2006 63/7/2006 Statewide IT Performance Measures – Financial IT Expenditures as 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)

7. Statewide ITPM DHS Initial Measures – March 2006 73/7/2006 Statewide IT Performance Measures – Financial IT Expenditures by Functional Area as a % of Agency IT Expenditures Total % spent on functional areas: DHS = 93.3% Peer Groups = 82.6 – 84.1%

8. Statewide ITPM DHS Initial Measures – March 2006 83/7/2006 Statewide IT Performance Measures – Financial Desktop Support per Workstation Agency IT Expenditures for Desktop Support DHS supports approximately 9,800 PCs

9. Statewide ITPM DHS Initial Measures – March 2006 93/7/2006 Statewide IT Performance Measures – Financial Desktop Support per System User Agency IT Expenditures for Desktop Support DHS supports more than 13,664 system users (staff and partners)

10. Statewide ITPM DHS Initial Measures – March 2006 103/7/2006 Statewide IT Performance Measures – Performance Technology Projects Estimates vs Actuals

11. Statewide ITPM DHS Initial Measures – March 2006 113/7/2006 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

12. Statewide ITPM DHS Initial Measures – March 2006 123/7/2006 Statewide IT Performance Measures – Customer Satisfaction 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

13. Statewide ITPM DHS Initial Measures – March 2006 133/7/2006 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

14. Statewide ITPM DHS Initial Measures – March 2006 143/7/2006 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

15. Statewide ITPM DHS Initial Measures – March 2006 153/7/2006 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

16. Statewide ITPM DHS Initial Measures – March 2006 163/7/2006 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