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Department of Human Services Office of Information Services

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. Statewide IT Performance Measures. Background.

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Department of Human Services Office of Information Services

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

  2. Statewide IT Performance Measures Background • 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

  3. Statewide IT Performance Measures Adopted Measures IT performance measures grouped by subject area: Strategic Spend 1. Spending on Enterprise IT Initiatives 2. Spending on Agency Strategic IT Initiatives* Performance 10. Technology Project Budget Estimates 11. Technology Project Schedule Estimates 12. Network Uptime 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 Customer Satisfaction 13. IT System Users Satisfaction Survey Results *External comparison data available from Meta/Gartner

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

  5. Statewide IT Performance Measures – Financial Agency Strategic IT Initiatives as a % of Agency IT Expenditures

  6. 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 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 IT Performance Measures – Financial Desktop Support per Workstation Agency IT Expenditures for Desktop Support DHS supports approximately 9,800 PCs

  9. 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 IT Performance Measures – Performance Technology Projects Estimates vs Actuals

  11. Statewide IT Performance Measures – Performance IT Network Uptime 12. Average Network Uptime = 99.97% Equal to an average of 4.5 minutes of downtime per month

  12. IT Customer Satisfaction Survey Results 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

  13. Statewide IT Performance Measures Lessons Learned • 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

  14. Statewide IT Performance Measures Next Steps • 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

  15. Statewide IT Performance Measures Completing the Pilot Project • 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

  16. Statewide IT Performance Measures Pilot Project Remaining Deliverables • 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

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