CYSSC - Cluster 2.0 Partner Management Final Deliverable High Sensitivity Sep 2, 2011 Cluster 2.0 Project Team

Cluster 2.0 – Partner Management Final Deliverable HIGH SENSITIVITY Contents 2 TopicDescriptionSlide Partner Management OverviewDescription of what Partner Management encompasses 3 Functional Model The functional model for Cluster 2.0, highlighting the Partner Management functions 4 Functional Level Interaction Model Models that show how the Partner Management function interacts with key stakeholders 6 Partner Management Responsibilities for Project Managers Changes to the role profile for Project Managers based on the Partner Management function 7

Cluster 2.0 – Partner Management Final Deliverable HIGH SENSITIVITY Partner Management overview In the context of Cluster 2.0, Partner Management consists of 4 key components: Contract Management Delivery Management Project Managers skilled up to manage external partners (external to CYSSC but may still reside within the OPS and/ or external to OPS), would include MAPs initiatives Application Support (for live applications) Performance/SLA Management 3 *Note: the ITS relationship is considered outside of the scope of Partner Management at this point in time

Cluster 2.0 – Partner Management Final Deliverable HIGH SENSITIVITY CYSSC Cluster 2.0 Functional Model *Formerly Assembly Lines; the applications listed are not intended to be a definitive list, the purpose of the functional model is to identify the activities that will be performed and not necessarily the specific applications used to perform them **Includes IVR/Telephony Operations which should be redeployed elsewhere within the OPS Operations Strategy Fiscal Planning Operational, Financial, & Capital Planning Cluster Reporting (Financial, FTEs) Controllership (Financial, FTEs) Procurement Asset Management Admin Resources Accommodations Strategic Business Relationship Management Client Communications Solutions Marketing Strategic Planning & Forecasting Customer Service Account Management Advisory, Consulting & Business Analysis Intake Strategic Prioritization and Intake Supply Analysis & Forecasting Business Analysis Client Report Card & Metrics Idea Prioritization & Triage Service Support Incident Management Problem Management Release Management Change Management 24x7 Application Support (Tier 2) Delivery Project Support Operations** Information Management Performance Tuning DB Maintenance Bus Continuity & Disaster Recovery Cluster Strategy Enterprise & Reference Architecture Governance Technology Innovation Strategic Planning & Forecasting Strategic Projects People Strategy Enterprise Resource Management Liaise with HR/ Employee Relations Workforce Planning & Succession Management Communications Employee Engagement Internal Cluster Support ITS (external to CYSSC) Vendor Management SLA Management Infrastructure Design & Network Infrastructure Project Support Tier 1 Support Physical Asset Management Solutions Delivery Technology Build Centres* Lean Competency Centre Performance Monitoring & Reporting Delivery Excellence (Methods, tools & standards) Training/ Coaching Lean Cluster-Wide Improvements Supply/ Demand Analysis Oracle eBSCognos OpenTextInformatica CURAMSiebel Accessibility COE Accessibility CoE Value Stream Management Change Management Testing & QA Training & Knowledge Transfer Solution Analysis & Design Configuration (Development) Estimation Fit Gap Analysis (Detailed) Integration Configuration Management Project Management Data ConversionSecurity & Privacy MaintenanceSolution Architecture Release Management Partner Management Solution Roadmaps Dashboard Dev. Release Planning Portfolio Management Solutions Delivery Partner Management Contract Management Application Support Delivery Management Performance/SLA Management Strategic Procurement WebSphereLegacy Systems Governance & Advisory

Cluster 2.0 – Partner Management Final Deliverable HIGH SENSITIVITY Partner Management consists of a number of sub-functions 5 Partner Management Delivery Management Evaluates ongoing business relationship with partners. Coordinates and manages Cluster interactions with partners and looks for synergies and efficiencies in delivery (incl. MAPs vendors) Application Support Identifies need for partner involvement to address an application support issue and coordinates the response Contract Management Responsible for negotiating contracts with partners and for maintaining and administering the contracts in a contract management repository Performance/SLA Management Responsible for negotiating Service Level Agreements and ensuring that they are met through monitoring, reporting on service levels and confirming information is available for regular customer reviews Strategic Procurement Responsible for representing the cluster in OPS/ MGS procurement process; develop and foster relationships with Corporate Supply Chain Management to ensure alignment of cluster/ ministry priorities/ needs Governance & Advisory Represent ministry/ cluster priorities and interests on relevant OPS COE Steering Committees

Cluster 2.0 – Partner Management Final Deliverable HIGH SENSITIVITY A high level view of the Partner Management function in action 6 Partner Management Ongoing relationship management with key partners. Looks for synergies and efficiencies in portfolio delivery (delivery and financials). Works with PMs to confirm day- to-day partner management is effective Key interactions: Project Directors, PMs, Project Controllers Coordinate procurement and contracting activities and solicit input into the development of the SLAs and performance measures to be incorporated into contracts Would also include financial reporting and tracking Key interactions: Head, Contract Analysts, Procurement, Financial Controller Provides BRM function with key statistics (performance, SLAs) with regards to delivery to support the cluster’s ability to progress from order taker through to Trusted Advisor Key interactions: Senior BRM, broader BRM team Strategic BRMMAPS Projects Works with Value Stream leads to manage ongoing relationship with partners and confirm they are effective. Coordinates outreach to partners as required Key interactions: Head, Senior Managers, Value Stream Managers, Dev Teams Solutions Delivery Need to understand technology innovation agenda of Cluster Strategy function to confirm relationships evaluated and participate in putting them in place (with Procurement/ICS ). May need to coordinate with People Strategy/Enterprise Resource Mgmt to confirm CYSSC staff have acquired unique skills from partners (managed knowledge transfer) Key interactions: Cluster Strategy function Cluster and People Strategy Ongoing measurement, management of and reporting on Performance and SLAs. Coordinate outreach to partners in the event of an application support issue or transition to Operations issue Key interactions: Head, Operations, SM, Operations Team, Tier 2 Support Operations Internal Cluster Support Ongoing relationship management with Corporate Supply Chain Mgmt to ensure alignment with cluster/ ministry priorities relative to OPS procurement e.g., Curam Key interactions: Corporate Supply Chain Management/ MGS MGS/ Corporate Supply Chain Mgmt Represent ministry/ cluster priorities and interests on relevant OPS COE Steering Committees Key interactions: COE Steering Committees COEs

Cluster 2.0 – Partner Management Final Deliverable HIGH SENSITIVITY Partner Management responsibilities for Project Managers 7 Changes to the Project Manager Role Profile