Deloitte Consulting LLP Commonwealth of Massachusetts Statewide Strategic IT Consolidation (ITC) Initiative Worksheets #1 and #2 March 30, 2009 DRAFT – FOR DISCUSSION PURPOSES ONLY

- 1 - DRAFT FOR DISCUSSION PURPOSES ONLY Worksheet #1a – List Commonwealth-wide IT Metrics 1.0 & 3.0 FRAMEWORK & INFRA IT ServiceCost MetricService Delivery Metric INFRASTRUCTURE Data / Telecom Networks Efficiency: TBD Effectiveness: TBD Info Security: TBD Efficiency: TBD Effectiveness: TBD Info Security: TBD Data Center Services Efficiency: TBD Effectiveness: TBD Info Security: TBD Efficiency: TBD Effectiveness: TBD Info Security: TBD Website Hosting & Portal Services Efficiency: TBD Effectiveness: TBD Info Security: TBD Efficiency: TBD Effectiveness: TBD Info Security: TBD Shared Enterprise Services ( & Directory) Efficiency: TBD Effectiveness: TBD Info Security: TBD Efficiency: TBD Effectiveness: TBD Info Security: TBD

- 2 - DRAFT FOR DISCUSSION PURPOSES ONLY Worksheet #1b – Develop Secretariat-level Business Scenarios 1.0 & 2.0 FRAMEWORK & SECRETARIAT IT ServicePre-Consolidation ScenarioPost-Consolidation ‘Imagine If’ Scenario SECRETARIAT Help Desk Services TBD Desktop & LAN Services TBD Website Information Architecture TBD Application Services TBD

- 3 - DRAFT FOR DISCUSSION PURPOSES ONLY IT Service Metric Service DeliveryCost Secretariat IT Consolidation Help desk services Total number of service tickets Resolution time of high/medium/low tickets Average cost of helpdesk ticket resolution Desktop and LAN services Desktop user provisioning - 90% within 24 hours LAN availability % Incident resolution - % meeting SLA Service request - % meeting SLA Average PC lifecycle cost per IT user Average cost per user Average cost per port Website information architecture % of websites following enterprise standard/architecture Average cost per website Application services SCIO proposes to provide at SEC level Incident resolution - % meeting SLA Service request - % meeting SLA Average transaction response time Average cost per user per application Infrastructure Consolidation Data/telecom networks Latency <10ms Network availability Incident resolution - % meeting SLA Service request - % meeting SLA Average cost per user Average cost per port Data center services Availability % headroom available in ITD data centers Recovery time objective Recovery point objective Average cost per rack Average cost per sq. ft. Website hosting and portal services Portal availability Number of active users Self-service transaction volume Average cost per user Average cost per portal Shared enterprise services ( and directory) delivery time (internal) - 98% < 30 sec delivery time (external) - 98% < 1 min Incident resolution - % meeting SLA Service request - % meeting SLA application availability Average cost per account Potential Metrics based on Industry Best Practices

- 4 - DRAFT FOR DISCUSSION PURPOSES ONLY Secretariat SCIO Working Group Participants Data / Telecom Networks Data Center Svcs Website Hosting & Portal Svcs Shared Enterprise Svcs ( , directory) Help Desk Svcs Desktop & LAN Svcs Website Info Architecture App Svcs specified by SCIO EOHHSTom Curran Jason Snyder Sharon Wright Russ Murray TBD Russ Murray Sharon Wright Jason Snyder EOEEA Robert Wilbur EOAF Mary Ann Bradley EOHED Enrique Perez EOPSSCurt Wood EOLWD John Glennon EOE Michele Norman EOTPWKen Weber IT Consolidation Working Groups The SCIO’s will identify working group participants to help develop the Secretariat consolidation plan that will also feed into the high-level infrastructure consolidation plan. 2.0 & 3.0 SECRETARIAT & INFRA

- 5 - DRAFT FOR DISCUSSION PURPOSES ONLY Additional Working Group Sub-Committees Proposed Members We will need to form four sub-committees comprised of working group members and other relevant stakeholders to complete the associated deliverables in a targeted and time-efficient manner Governance Budget / Finance High-Level ResponsibilitiesSubcommittee Anne Margulies Tom Curran Eileen McGuire Ken Weber Gerry Young John Grossman Marty Benison LeeAnn Pasquini Lou Angeloni Stephen Barnard Robert Wilbur  Validate proposed governance structure  Define roles and responsibilities  Define reporting relationships  Finalize business and IT metrics  Determine financial baselines for Secretariat IT budgets  Finalize rollup of agency budgets  TBD Expected Time Commitment 4 Working Sessions: Definition and Analysis Strategy Development Draft Review Final Validation 2.0 SECRETARIAT LEVEL Organization Development Planning Communications Planning Paul Dietl Ellen Wright Mark D’Angelo John Glennon Mary Anne Bradley Michelle Norman Jeffrey McCue Phil Griffiths Claudia Boldman  Validate preliminary staff and training analysis  Identify organizational development target areas, issues, and planning activities  Validate stakeholder assessment  Develop key messages  Validate communication methods & timelines 4 Working Sessions: Analysis Validation (week of 4/2) Strategy Development (week of 4/9) Draft Plan Review (week of 4/13) Final Plan Validation (week of 4/23)

- 6 - DRAFT FOR DISCUSSION PURPOSES ONLY Next Steps 1. The updated presentation will be posted to CommonWiki, including the following worksheets: Worksheet #1 – List IT Metrics and Develop Business Scenarios (“Imagine-if”) Worksheet #2 – Identify Secretariat-level IT consolidation working groups Please complete and return them to your Deloitte point of contact by Wednesday, April 1 st Roy Mathew – –EOEEA –EOLWD –EOPSS Cathy Cho – –EOAF –EOE –EOHED –EOHHS –EOTPW 2. Schedule orientation meetings with remaining Secretariats (prior to Pilot completion on 4/17) 3. Create process steps checklist on how each Secretariat should develop the plan with the working groups