Commonwealth IT Consolidation A&F Town Hall Marcie Desmond March 2010

- 1 - DRAFT FOR DISCUSSION PURPOSES ONLY Agenda  Welcome  Commonwealth IT Consolidation Program Update  A&F IT Consolidation Progress and Plans  Organizational Changes  Operational and Technical Changes  Targeted Results  Q&A

- 2 - DRAFT FOR DISCUSSION PURPOSES ONLY Commonwealth IT Consolidation Program Update

- 3 - DRAFT FOR DISCUSSION PURPOSES ONLY The Big Picture Efficiencies from IT consolidation enable key reinvestments in a stronger and more agile IT workforce, robust infrastructure, and reliable services. The ultimate result is government services that are more efficient, open, and responsive to the public. Current IT EnvironmentFuture IT Environment

- 4 - DRAFT FOR DISCUSSION PURPOSES ONLY Benefits Consolidation will result in smarter investments, improved services, and enhanced security. Consolidation is driving towards three strategic benefits.

- 5 - DRAFT FOR DISCUSSION PURPOSES ONLY Program Structure Consolidation not only impacts three technology service areas but also requires reinvention of four administrative areas as well. Key Benefits Efficiency Effectiveness Information Security Secretariat IT Services Commonwealth IT Infrastructure Service Commonwealth Service Excellence Helpdesk Services Desktop and LAN Services Website Information Architecture Services Applications (as specified by SCIOs) Data and Telecommunications Network Services Data Center Services Web Hosting and Portal Services and Directory Services Service Catalog Chargeback Rates Service Levels ITIL-based Service Management Processes IT Governance: Planning, Budgeting, Service Levels, Performance Management Related Administrative Processes: Procurement, Financial Management, Facilities, Legal IT Organizational Development: Career Paths, Training, Apprenticeships/Mentorships Communications Management: Town Halls, Wiki Updates, Newsletters, Performance Reporting

- 6 - DRAFT FOR DISCUSSION PURPOSES ONLY Progress to Date Significant progress has been made across all Secretariats.

- 7 - DRAFT FOR DISCUSSION PURPOSES ONLY What is Data Center Consolidation “Wave 1?” Wave 1 includes the movement of EOHHS Data Center Services to ITD. Related technology assets and staff will move to ITD as part of Wave 1. Key considerations for Wave 1 changes:  Staff are empowered to choose their career path.  Job opportunities will be transparent, first consideration should be given to staff currently performing the work. EOHHS operates and supports 29 separate data centers. Pilot EOHHS 600 Washington  MITC By April 2010 Beginning May 2010 through July 2011 Implement ITD managed services for all EOHHS data centers Future StateCurrent State EOHHS Data Center Services

- 8 - DRAFT FOR DISCUSSION PURPOSES ONLY Vision of the Workforce Vision for the IT workforce is one which supports: CommunityCollaboration Customer Focus

- 9 - DRAFT FOR DISCUSSION PURPOSES ONLY Commonwealth IT Learning Program Components To support the Commonwealth’s goals for IT learning, we are planning a robust, long-term approach for the Commonwealth IT Learning Program: Training Technical Business Leadership in IT Customer service for IT Mentoring Job shadowing/On-the-job training Coaching Knowledge Sharing Brown bag speaker series IT community forums Knowledge sharing online platform Commonwealth IT Learning Program 3 Courses for July 2010: Project Management Business Analysis Quality Assurance, Java, or.NET (to be confirmed) Career Development Career paths by job function

DRAFT FOR DISCUSSION PURPOSES ONLY What’s In It For Me? Consolidation will result in new opportunities for IT staff. Work Environment  Learn IT industry best practices  Collaborate in an IT Community with peers across the Commonwealth  Work with state of the art technologies Career Growth  Develop deeper expertise in specific technologies  Pursue a defined career path Though change will be challenging, moving to the future workforce vision will result in real benefits to staff.

DRAFT FOR DISCUSSION PURPOSES ONLY A&F IT Consolidation Program and Plans

DRAFT FOR DISCUSSION PURPOSES ONLY A&F IT Consolidation Working Groups Infrastructure Services Data & Telecom NetworksData CenterShared Enterprise ( & Directory) D. McEvoyR. PiccinniC. Magaletta J. Sheehy Foundational Activities Finance & Budgeting SubcommitteeTalent Mgmt, HR and Labor AdminCommunications Subcommittee K. Luddy L. Pasquini L. Angeloni P. Naves F. Reardon C. Mont-Louis R. Scalley M. Desmond B. Wooten S. McNeely E. Wright V. Piccinni S. Perry M. Bradley L. Kelly Secretariat Services HelpdeskDesktop & LANWeb PortalApplications D. McEvoy C. Adler N. Burke L. Cortissoz II P. Eaton S. Fazio D. Folloni B. Goldrick W. Kiloski P. Kouroubacalis Jr. N. Malatzky C. Meredith M. Orcutt J. Polo D. McEvoy P. Adamchek C. Adler D. Buckley N. Burke J. D’Amato P. Eaton D. Folloni M. Johnson P. Keplin W. Kiloski C. Meredith M. Orcutt J. Polo S. Weinstein A. Scialdone R. Singh B. Trevor L. Kelly V. Valliant E. Peters A. Larrimore N. Burke C. DiGiorgi V. Piccini N. Montague C. Meredith V. Valliant

DRAFT FOR DISCUSSION PURPOSES ONLY Recap from July Town Hall

DRAFT FOR DISCUSSION PURPOSES ONLY ANF IT Consolidation: February 2009 – June 2009 (SLIDE FROM JULY 2009)  Governor’s Executive Order issued 2/19  SCIO joined ANF 4/22  15-week planning effort completed 6/30 –Drafted high-level Commonwealth IT Infrastructure Plan –Drafted ANF IT Consolidation Plan for 4 IT services  Secretariat IT Steering Committee formed to help manage the IT Consolidation Implementation Draft ANF plan 2/13/14/15/16/17/1 EO 510 SCIO joined ANF Consolidation planning launch Steering Committee launch Draft Infrastructure plan

DRAFT FOR DISCUSSION PURPOSES ONLY ANF IT Consolidation: August 1, 2009 – December 31, 2010 (SLIDE FROM JULY 2009) Goal is to be “substantially complete” by the end of 2010  Working groups comprised of ANF IT Staff will refine the IT Consolidation Plan –Define Centers of Excellence (CoE) for each ANF IT service –Develop implementation plan based on thoughtful analysis and detailed planning  ANF IT Consolidation Steering Committee will meet regularly  IT will continue to serve the business and core mission of the agencies 08/2009 Develop CoE definitions Define operational model & analyze organizational impacts Implement consolidated services 12/2010 Substantially complete

DRAFT FOR DISCUSSION PURPOSES ONLY ANF Characteristics/Challenges to be Addressed During Planning (SLIDE FROM JULY 2009)  Wide variety of agencies  Uneven staffing levels  Diverse tools, processes, group cultures  Robust security requirements  Wide variety of funding sources  Small administrative group within ANF AgencyAgency FTEs IT FTEs Administration and Finance46 7 Administrative Law Appeals14 0 Appellate Tax Board22 0 Bureau of State Office Buildings41 1 Civil Service Commission6 0 Department of Revenue Developmental Disabilities Council 8 0 Division of Capital Planning and Management Fingold Library16 0 Group Insurance Commission52 3 Human Resources Division113 8 Information Technology Division318 9 MA Office on Disability12 1 Operational Services Division63 7 Total

DRAFT FOR DISCUSSION PURPOSES ONLY Organizational Changes

To understand how we’re changing to support EO510, we can look at the characteristics and challenges of the existing IT organization: Where We Started: Organizational Challenges As a result of these challenges, A&F agencies receive IT services unevenly. Agency 1 Agency 12 A&F Agency 5 Agency 2  Highly decentralized without a consistent Secretariat IT leadership team  Many agencies lack adequate IT service support and staff  Inconsistent processes and procedures  No consolidated view of priorities or budget Agency 7 Agency 13 = IT Staff and Services Agency 9 Agency 10 Agency 6 Agency 3 Agency 8 Agency 14 Agency 11 Agency 4

DRAFT FOR DISCUSSION PURPOSES ONLY How We Approach Change: Principals Guiding Organizational Design With these principles, we can strike the right balance between agency focus and unification. With these challenges in mind, we use the following organizational design principals to shape change:  Leverage resources to fill gaps  Provide opportunity for staff development and collaboration  Develop transparent and consolidated view of priorities and budget Maximize Use of Resources  Provide excellent customer service  Support critical business needs  Maintain close relationships with the agencies Maintain Agency Focus

DRAFT FOR DISCUSSION PURPOSES ONLY Who is Leading the Effort: The New A&F IT Leadership Team After nearly a year of planning, organizational changes will be launched under the guidance of the newly formed A&F IT Leadership Team. The new leadership team will use new processes for planning and governance that incorporate a wider group of stakeholders and place strong focus on business priorities. Marcie Desmond Secretariat Chief Information Officer Vincent Piccinni Deputy Secretariat Chief Information Officer Nancy Burke John Harney Neil Montague Agency Chief Information Officers Dennis McEvoy Chief, Technical Services Paul Naves, CFO (DOR) Frank Reardon, Budget Dir. (DOR) Finance Susan Montgomery, HR Director (DOR) Human Resources

DRAFT FOR DISCUSSION PURPOSES ONLY Where We’re Going: The Enhanced A&F Organization A&F will centralize Helpdesk, Desktop and LAN, portal and infrastructure services but maintain an agency focus for identifying needs and managing applications and service levels. Changes to the organization will leverage existing strengths to improve the overall IT capacity of the Secretariat.

DRAFT FOR DISCUSSION PURPOSES ONLY Where We’re Going: The Enhanced A&F Organization A&F will centralize Helpdesk, Desktop and LAN, portal and infrastructure services but maintain an agency focus for identifying needs and managing applications and service levels. Changes to the organization will leverage existing strengths to improve the overall IT capacity of the Secretariat. Technical Operations

DRAFT FOR DISCUSSION PURPOSES ONLY Where We’re Going: The Enhanced A&F Organization A&F will centralize Helpdesk, Desktop and LAN, portal and infrastructure services but maintain an agency focus for identifying needs and managing applications and service levels. Changes to the organization will leverage existing strengths to improve the overall IT capacity of the Secretariat. Agency Applications and Service Delivery

DRAFT FOR DISCUSSION PURPOSES ONLY What is the Process for Getting There: Rolling Transition and Staffing Process  Map roles and responsibilities for the consolidated IT Organization  Develop and refine a staffing plan highlighting needs and opportunities  Supervisors engage in conversations with staff to discuss next steps ActivityJanuaryFebruaryMarchAprilMayJuneJulyAugust Map Job Roles Develop & Refine Staffing Plan Hold Conversations with Staff Staff Transitions Complete FY’10 FY’11 Staffing Activities Key Activities Estimated Timelines July 1

DRAFT FOR DISCUSSION PURPOSES ONLY Operational and Technical Changes

DRAFT FOR DISCUSSION PURPOSES ONLY Progress to Date and Estimated Consolidation Timelines  New organization has been designed  Helpdesk consolidation pilot completed  Desktop and LAN consolidation initiated  A&F agencies have all been portalized TypeQ3Q4Q1Q2Q3Q4Q1Q2Q3Q4Q1Q2Q3Q4Q1Q2Q3Q4 Helpdesk Desktop/LAN Web Portal Applications Data Center FY’10 FY’11FY’12FY’13FY’14 DC Wave 1: EOHHS DC Wave 2: Non-EOHHS Systems at Risk or Needing DR including A&F assets DC Wave 3: Remaining Non-EOHHS systems Includes some A&F assets Secretariat Services Infrastructure Services Progress to Date Estimated Timelines for IT Consolidation Activities Application Consolidation Springfield Data Center Operational

DRAFT FOR DISCUSSION PURPOSES ONLY Standardize on a Service Desk tool Introduce one phone number for A&F User Support Implement Automatic Call Distribution (ACD) queues for User Support Staff Standardize Desktop Management tools Pilot User Support Model with Bureau of State Buildings (BSB) Draft Service Level Agreements Implement A&F User Support Model to former ITD Desktop/LAN supported agencies - ADD, ALA, A&F, ATB, CAD, CSC, LIB, ITD Working with DOR’s Employee Training Development Group to develop: - User friendly Self Service Training module - User Support - Customer Service Training Finalize and formalize business processes Complete IT Asset Inventory and address Desktop Lease agreements Implement Service Level Agreements Implement A&F User Support Model to remaining A&F supported agencies: - DCP, GIC, HRD, MOD, OSD, CSW, GOV Implement Desktop Management tools in remaining A&F agencies environments Incorporate Lessons Learned from BSB Pilot including: - Improved understanding of end user’s expectations - Maintain contact with the customer throughout the incident lifecycle - Establish user expectations at the time of the incident - Active involvement with upper management. Estimated Consolidation Timelines: Detail on A&F Consolidated User Support Model Phase I: Sept ’09—Feb ’10Phase II: March—April ’10Phase III: May—June ’10 Continuous Improvement

DRAFT FOR DISCUSSION PURPOSES ONLY Targeted Results

DRAFT FOR DISCUSSION PURPOSES ONLY The new model will have significant benefits for the organization, but minimize disturbances to existing operations. Targeted Results  One A&F IT organization with central management and support functions  Enhanced IT community at A&F that fosters sharing of ideas and knowledge Unified A&F IT Community  Agency focus for identifying needs and priorities and managing applications  Consistent IT service provided to the entire Secretariat Customer Focus  Operations management strengths extended to benefit all agencies  Current helpdesk operations and the BSB helpdesk pilot expanded into one A&F Helpdesk Improved Operations Our approach balances the need for consolidated operations with responsiveness to individual agency needs.

DRAFT FOR DISCUSSION PURPOSES ONLY Questions?