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Planning for Your Replacement System

Learn about the status of state systems, trends, and issues in planning for replacement systems. Get insights on feasibility studies, business process reengineering, conflicts of interest, procurement waivers, enterprise architectures, and security in state centralized IT.

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Planning for Your Replacement System

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  1. Planning for Your Replacement System Your Moderator Joe Mamlin Principal, CSG Government Solutions

  2. Status of State Systems today’s presenters Joe Bodmer DirectorDivision of State and Tribal Systems Office of Child Support Enforcement, ACF Dawn McNeal IT Program Director ISETS Department of Child Services, State of Indiana Daisie Blue Chief Child Support Services, State of North Carolina

  3. Status of State Systems a federal perspective Planning and Your Feasibility Study Trends We’re Seeing Custom-Build VS Transfer vS Hybrid vsIncremental Renewal vs COTS vsSaaS vs… Good to Know Factoids

  4. California CCSAS Certified – Jun 2008 New Jersey NJKiDS Certified – Jul 2010 Florida CAMS Certified – Aug 2013 South Carolina SCCSES TBD Oklahoma MOSAIC TBD Delaware DACSES Spring 2014 Indiana TBD Oregon TBD Status of State Systems a federal perspective System Replacement Projects

  5. Texas In-Development 2017 Massachusetts In-Development 2016 Maine In-Development 2014 Colorado Re-platform Completed 2013 Pennsylvania On-Hold 2016 Kentucky Redefined as Major Enhancement 2015 Status of State Systems a federal perspective Incremental Renewal Projects

  6. Illinois Exploring Replacement including EA Kansas Feasibility Study Stage, On-Hold for $$ Pennsylvania Planning Phase TBD Mississippi Exploring Options for EA, etc. New Mexico Planning Phase TBD Tennessee Planning Phase TBD Nevada Planning Phase TBD Vermont Planning Phase TBD Status of State Systems a federal perspective Planning Phase Projects

  7. Status of State Systems a federal perspective Trends We’re Seeing • With Planning and Feasibility Studies • Business Process Reengineering (BPR) • Conflicts of Interest • Procurement Waivers • Enterprise Architectures • Security and State Centralized IT • ACA-related Human Services Projects

  8. Status of State Systems a federal perspective Within Planning and Feasibility Studies • Issues We’re Seeing: • No Status Quo Documented • System Transfer Not Considered • Often Vague, Preferential, Too High-Level • Incomplete Universe of Options Explored • Assumptions, Constraints, Risks Missing • State Procurement Schedule Does Not Dictate • Math Errors, Inconsistent Application of Analysis • Cost Benefit Analyses on All Alternatives Missing

  9. Status of State Systems a federal perspective Within Planning and Feasibility Studies • The Five Measures OCSE Uses To Assess: • Accuracy, Measurability, Repeatability, Consistency, and Cost Reasonableness • OCSE Wants to Work With States – Will Review Drafts, Comment On Your Studies • An IV&V Review Often Follows Submission • Looks at Feasibility Study and Project Management and Organizational Readiness

  10. Status of State Systems a federal perspective Business Process Reengineering • A Number of States Put on Notice About Their BPR Efforts. Issues Included: • Often Mistaken Assumption – BPR Not IT-Related • Lack of Prior Federal Review and Approval • Failure to Ensure Federal Clauses in RFP • Scope of BPR Too Broad – Conflicts of Interest • Arms Length Relationship (OMB Circular A-87) • Recommendations From BPR Seen Supplanting Feasibility Study Process and Analysis of Alternatives

  11. Status of State Systems a federal perspective Conflicts of Interest • Planning Vendors Prohibited From Development • Consultants Often Assuming Undocumented Role of Planning Vendor for States • Regulations at 45 CFR Part 92.36 “Procurement” • Organizational Conflicts of Interest • Maximum Free and Open Competition • Manipulated Requirements (Name Brand, Geographic Preferences, Vague or Non-Specific Requirements)

  12. Status of State Systems a federal perspective Procurement Waivers • More States Are Using Procurement Waivers • Seeing The Usual Usage for Body-Shop Contracts • More and More Use for Hardware/Software Buys • ACF-OA-PI-13-01 – Waiver on Use of Proprietary Application Software, including SaaS • High-Risk Projects and Procurements – Can’t Use

  13. Status of State Systems a federal perspective Enterprise Architectures • Newest Trend in States’ Human Services • Seeing Different Flavors of EA • Eligibility Systems Only – TANF, FNS, and Medicaid under ACA • Few Human Services Efforts include Child Support • States Actively Pursuing Enterprise Architecture Projects Include: OK, KS, IL, LA, RI, MN, • Biggest EA Issue: Cost Allocation, By Far!

  14. Status of State Systems a federal perspective Security and State Centralized IT • Moving to Cloud Computing – FedRAMP • State Systems Certification Guide • Improving Interagency Coordination • OCSE’s Updated Security Agreement • Data Breaches • Use of Non-Government Furnished Equipment and BYOD (Bring Your Own Device)

  15. Status of State Systems a federal perspective Highlights from the 2014 Internet Security Threat Report • 91% increase in targeted attack campaigns in 2013 • 62% increase in the number of breaches in 2013 • Over 552M identities were exposed via breaches in 2013 • 23 zero-day vulnerabilities discovered • 38% of mobile users have experienced mobile cybercrime in past 12 months • Spam volume dropped to 66% of all email traffic • 1 in every 392 emails contain a phishing attack • Web-based attacks are up 23% • 1 in 8 legitimate websites have a critical vulnerability Web App Attacks Are Growing • Over the last five years, the Verizon 2014 Data Breaches Investigations Report (DBIR) shows an increase in Web app attacks.

  16. Status of State Systems a federal perspective ACA-related Human Services Projects • A-87 Exemption and 90% FFP – 12/31/2015 • ACF Interoperability Initiative • State Systems Interoperability and Integration Grants • National Information Exchange Model (NIEM) • National Human Services Interoperability Architecture (NHSIA) • Confidentiality Toolkit • Interoperability Toolkit • Cost Allocation Methodology (CAM) Toolkit • http://www.acf.hhs.gov/initiatives-priorities/interoperability

  17. Status of State Systems a state’s perspective Indiana’s Perspective on System Planning

  18. Status of State Systems a state’s perspective • Indiana Child Support Overview • State Administered, County Operated • 92 Counties each with elected Prosecutor and Clerk • Judicial State • IV-D Caseload of 300,196; Non IV-D Caseload of 287,700 as of 9/30/13 • Process over $900 Million in payments • ISETS Built 1991-1994, Implementation 1994-1999 • Green screen, COBOL, Telon, AS400, Mainframe • ISETS was vendor managed until 2009 • State IT Infrastructure Agency (IOT) • 1200 ISETS Users

  19. Status of State Systems a state’s perspective

  20. Status of State Systems a state’s perspective Suggestions/Lessons Learned on the Path

  21. Status of State Systems a state’s perspective • Feasibility Study Overview • Vendor lead (10+ member vendor/state team) • 12 month effort to create/8 month effort for approval • 2 state trips (15 county/state representatives) • 64 Evaluation criteria, 16 Risk factors • 8 member evaluation/risk scoring team • High senior management resource load • OCSE quarterly calls to update

  22. Status of State Systems a state’s perspective

  23. Status of State Systems a state’s perspective Planning Suggestions

  24. Status of State Systems a state’s perspective • Stakeholders • Start early • Dedicated small team of stakeholders to address issues/concerns • Stakeholder Committee meets monthly • Communicate consistent message • Strive to have consistency through planning and build of new system • Director involved with many key stakeholders • Have State team visit counties to learn their needs • Flexibility to meet stakeholder needs/concerns

  25. Status of State Systems a state’s perspective Indiana’s Current Planning Status

  26. Status of State Systems a state’s perspective ~North Carolina~ This page is intended to be left blank

  27. Status of State Systems a state’s perspective ~North Carolina~ This page is intended to be left blank

  28. Status of State Systems The Question then is…… What’s the Status of IT in North Carolina?

  29. Status of State Systems Where in the World is North Carolina?

  30. Current Status of NC CS Technology • Mainframe application • Green screens and all • Online 7:00 am-7:00pm • Inquiry Region available during batch • Data Warehouse – CS data = 42% of data in the warehouse • IVR – handles 90% of caller questions • Web site and inquiry reporting system

  31. NC vs. Other States’ Trends Enterprise Architecture • Seeing Different Flavors of EA • NC Fast and NC Tracks • NC Fast includes Child Support?? • States Actively Pursuing Enterprise Architecture Projects Include: OK, KS, IL, LA, RI, MN • And NC for TANF, FNS, Child Care and more • Biggest EA Issue: Cost Allocation, By Far! • No exception for NC

  32. NC vs. Other States’ Trends Business Process Reengineering (BPR) • Work Support Strategies – Grant • Families will tell their story once, and receive the services they need. • There will be no wrong door to accessing benefits. Clients will have a choice in when, where and how they access benefits. • Community partners will provide new avenues for accessing services. • The state and counties will work together to make operational improvements, maximize the use of technology, and make the service delivery system as efficient as possible. • Customer service, efficiency, and data will drive the development of service delivery models and the development of staffing roles. • Counties will retain flexibility in how they implement, but outcomes, performance and a positive customer experience will provide the ultimate measure of success. • Accessing benefits will not be a hindrance to working families. Service delivery will be designed in a way that supports working families and their ability to maintain employment. • NC Fast – IT Support • Customer Service Center – provides referral service for DHHS in addition to child support

  33. What’ s The Plan for NC? • Strategic Plan Technology Updates • ACTS Modernization • Web Redesign • Outbound Calling for IVR • Data Analytics • Monitoring NC Fast & NC Tracks • Waiting in Line for Resources and $$

  34. Lessons Learned in NC • Once it gets out, you can’t put the cat back in the bag. • As with construction and sewing, measure twice and cut once. Test and retest. • Communicate, communicate with key stakeholders. • Take calculated risks, but avoid big bang approach when possible.

  35. Steps for Getting Up to Speed in NC • See Slide # 3 • Call Joe (add number to speed dial) • Complete Strategic Plan • Define short and long term objectives • Consider relationship to other IT Projects • Begin Planning for Feasibility Study • Call Joe

  36. Questions and Answers

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