1. Governor’s Office for Technology Service Level Management Overview Office of Policy & Customer Relations September 21, 2001 Governor’s Office for Technology Service Level Management Overview Office of Policy & Customer Relations September 21, 2001

2. Agenda Service Level Management (SLM) Background SLM Components Agency Feedback SLM - Next Steps Metrics Background Baseline Preview Metrics - Next Steps Questions/Discussion Service Level Management (SLM) Background SLM Components Agency Feedback SLM - Next Steps Metrics Background Baseline Preview Metrics - Next Steps Questions/Discussion

3. Service Level Management SLM Definition - The disciplined, proactive methodology and procedures used to ensure that adequate levels of service are delivered to all IT users in accordance with business priorities and at acceptable cost. Service levels are typically defined in terms of availability, responsiveness, integrity and security delivered to the users of the service. SLM Definition - The disciplined, proactive methodology and procedures used to ensure that adequate levels of service are delivered to all IT users in accordance with business priorities and at acceptable cost. Service levels are typically defined in terms of availability, responsiveness, integrity and security delivered to the users of the service.

4. Why Implement SLM? A Roadmap Objective Customer Satisfaction Manage Expectations Resource Allocation Internal Marketing of IT Services Cost Control Defensive Strategy A Roadmap Objective Customer Satisfaction Manage Expectations Resource Allocation Internal Marketing of IT Services Cost Control Defensive Strategy

5. SLM Leadership Within GOT Office of the CIO Executive Directors Division of Project Office and Integration Office of Policy & Customer Relations Office of Administrative Services Office of the CIO Executive Directors Division of Project Office and Integration Office of Policy & Customer Relations Office of Administrative Services

6. Major Components of SLM Policy Executive Level Review Business Level Review Master Business Agreement Education and Training Service Level Agreements – Enterprise and Project Levels Metrics Collection, Analysis and Reporting Process Service Level Management Training Continuous Improvement Executive Level Review Business Level Review Master Business Agreement Education and Training Service Level Agreements – Enterprise and Project Levels Metrics Collection, Analysis and Reporting Process Service Level Management Training Continuous Improvement

7. Executive Level Review The Office of the CIO and selected Executive Directors will meet with each Cabinet Secretary and the Cabinet CIO - once annually. Topics: –How the current business relationship contributes to the agency’s strategic business plan –Shared service utilization –Status of major projects –IT architecture direction/adherence –E-Government plans –Problems/concerns and metrics results The Office of the CIO and selected Executive Directors will meet with each Cabinet Secretary and the Cabinet CIO - once annually. Topics: –How the current business relationship contributes to the agency’s strategic business plan –Shared service utilization –Status of major projects –IT architecture direction/adherence –E-Government plans –Problems/concerns and metrics results

8. Business Level Review GOT Executive Directors and OPCR customer liaisons will meet with Cabinet CIO and other IT leadership - twice annually. Topics: –Completion/Update of Master Business Agreement –Plans and major initiatives for the next six months –Resource allocation – effects of current and future projects –IT architecture/adherence –Problems/Concerns and Metrics Results GOT Executive Directors and OPCR customer liaisons will meet with Cabinet CIO and other IT leadership - twice annually. Topics: –Completion/Update of Master Business Agreement –Plans and major initiatives for the next six months –Resource allocation – effects of current and future projects –IT architecture/adherence –Problems/Concerns and Metrics Results

9. Master Business Agreement As a result of the Executive and Business Level Reviews, a Master Business Agreement (MBA) establishes the overarching guidelines for conducting business between GOT and the customer. Highlights of the MBA: –Key personnel and contacts –Dispute resolution procedures –Major Cabinet IT projects –Frequency of Business Meetings/Reviews As a result of the Executive and Business Level Reviews, a Master Business Agreement (MBA) establishes the overarching guidelines for conducting business between GOT and the customer. Highlights of the MBA: –Key personnel and contacts –Dispute resolution procedures –Major Cabinet IT projects –Frequency of Business Meetings/Reviews

10. Service Level Agreement SLA Definition - A statement of expectations relating to the service that contains predefined measurement and evaluation criteria. SLA’s also define the end user’s expected experience, and the provider’s obligation in providing the service - a basis for managing the relationship.

11. SLA Creation Four types of services which will have SLA’s: –Recurring Shared Services –Enterprise SLA –Consulting Services –Development/Maintenance Projects –Contracts with External Service Providers Four types of services which will have SLA’s: –Recurring Shared Services –Enterprise SLA –Consulting Services –Development/Maintenance Projects –Contracts with External Service Providers

12. SLA Review Each SLA produced will have either a limited term or a schedule of review Project and engagement SLA’s usually have a term All SLA’s will be reviewed on an annual basis OPCR and Consulting and Special Projects Office will monitor SLM compliance Each SLA produced will have either a limited term or a schedule of review Project and engagement SLA’s usually have a term All SLA’s will be reviewed on an annual basis OPCR and Consulting and Special Projects Office will monitor SLM compliance

13. SLM Education and Training OPCR will create and maintain presentation materials on SLM within GOT Orientation –Organized and delivered by OPCR –Provided as needed to GOT leadership and agencies GOT managers will attend SLM training once per year OPCR will create and maintain presentation materials on SLM within GOT Orientation –Organized and delivered by OPCR –Provided as needed to GOT leadership and agencies GOT managers will attend SLM training once per year

14. Recurring Shared Services (OIS) Enterprise SLA’s will be drafted by Infrastructure Services, and reviewed by C&SP Branch and OPCR for compliance Governance Team will review, modify and approve all Enterprise SLA’s SLA implementation should include a metrics plan Enterprise SLA’s will be drafted by Infrastructure Services, and reviewed by C&SP Branch and OPCR for compliance Governance Team will review, modify and approve all Enterprise SLA’s SLA implementation should include a metrics plan

15. Engagement SLA’s (OCPM) Engagements over a certain number of hours will have an SLA May include paper deliverables such as studies, analysis, etc. and software development/maintenance efforts Project Office will review/approve Additional details to be determined Engagements over a certain number of hours will have an SLA May include paper deliverables such as studies, analysis, etc. and software development/maintenance efforts Project Office will review/approve Additional details to be determined

16. Contracts with External Service Providers Projects/Contracts with external service providers (SAS vendors, etc.) that are over a certain number of hours will have an SLA Contracts for tangible assets will not have a SLA SLA with external service provider is always governed by terms of the contract Projects/Contracts with external service providers (SAS vendors, etc.) that are over a certain number of hours will have an SLA Contracts for tangible assets will not have a SLA SLA with external service provider is always governed by terms of the contract

17. Draft SLM Review: Agency Feedback Personnel – Revenue - Transportation - Personnel – Revenue - Transportation -

18. SLM Next Steps: SLM Orientation for Managers SLM Policies and Procedures Published as GOT Internal Policy SLM Overview for Project Managers and Team Leaders Begin Business Level Reviews/Meetings Select Initial Enterprise SLA for Review by Governance Team Define SLA Metrics Process SLM Orientation for Managers SLM Policies and Procedures Published as GOT Internal Policy SLM Overview for Project Managers and Team Leaders Begin Business Level Reviews/Meetings Select Initial Enterprise SLA for Review by Governance Team Define SLA Metrics Process

19. Metrics Focus – Improve GOT Performance Efficiency Effectiveness Alignment Integration Policy/Process Changes Business Practices Efficiency Effectiveness Alignment Integration Policy/Process Changes Business Practices Move Beyond Anecdotes ….

20. GOT Metrics Initiative GOT Metrics Team Established – Representatives from all Executive Offices Team Mission – Recommend Process to Collect Metrics –Roadmap –Service Level Agreements –Service Incidents (Engagements, Router Installation, etc.) –Operational Statistics - “Speeds & Feeds” GOT Metrics Team Established – Representatives from all Executive Offices Team Mission – Recommend Process to Collect Metrics –Roadmap –Service Level Agreements –Service Incidents (Engagements, Router Installation, etc.) –Operational Statistics - “Speeds & Feeds”

21. GOT Metrics Initiative (Continued) Establish Baseline –Customer Satisfaction Survey- Preview Today –Internal Customers (GOT) – First Quarter 2002 On-Going Measurement Program –Engagements –Communications –Computing Services –Training –Etc. Benchmarks – Cost and Value Establish Baseline –Customer Satisfaction Survey- Preview Today –Internal Customers (GOT) – First Quarter 2002 On-Going Measurement Program –Engagements –Communications –Computing Services –Training –Etc. Benchmarks – Cost and Value

22. Baseline Guiding Principles Clearly define survey terms and criteria Consistent survey format and approach External validation and prototype testing Explain importance of survey completion Weighting - importance factor Ask respondents to justify their answer Take action on problems identified – continuous improvement Share results – internally and externally Avoid “survey fatigue” Clearly define survey terms and criteria Consistent survey format and approach External validation and prototype testing Explain importance of survey completion Weighting - importance factor Ask respondents to justify their answer Take action on problems identified – continuous improvement Share results – internally and externally Avoid “survey fatigue”

23. Baseline Parameters Conducted business with GOT in the last 12 months? Customer Population –IT Leadership (Secretaries, CIO’s, Selected Program Managers) –Defined by GOT units –Direct Consumer of Service (Help Desk Customers) Conducted business with GOT in the last 12 months? Customer Population –IT Leadership (Secretaries, CIO’s, Selected Program Managers) –Defined by GOT units –Direct Consumer of Service (Help Desk Customers) Major Measurement Areas –Communications –Computing –Operations –Consulting/Develop- ment –Security Services –Training –Administration/Billing –Help Desk Major Measurement Areas –Communications –Computing –Operations –Consulting/Develop- ment –Security Services –Training –Administration/Billing –Help Desk

24. Measurement Categories: Dimensions of Services Procurement Delivery/Fulfillment Operations/Reliability Quality Cost/Value Experience with Staff Procurement Delivery/Fulfillment Operations/Reliability Quality Cost/Value Experience with Staff

25. Problem Categorization (If dissatisfied) Timeliness Quality/Reliability Staff Skills Professionalism Responsiveness Justify: “What improvements would increase your satisfaction?” Timeliness Quality/Reliability Staff Skills Professionalism Responsiveness Justify: “What improvements would increase your satisfaction?”

26. Customer Satisfaction Survey Demonstration http://survey.state.ky.us/test/

27. Governor's Office for Technology Continuous Improvement Process September 2001 Baseline Establishment Date Collection/ Aggregation Reporting/ Presentation Analysis/ Prioritization Analysis/ Prioritization GOT Chg Mgt/ Implementation On-Going Measurement GOT Customers Start

28. Customer Satisfaction Survey: Next Steps Survey Instrument Final Review and Approval by GOT Executive Team Identify Target Populations Communication about Metrics Process Send Out Survey Continuous Customer Contact to Promote Completion Compile/Analyze and Report Survey Instrument Final Review and Approval by GOT Executive Team Identify Target Populations Communication about Metrics Process Send Out Survey Continuous Customer Contact to Promote Completion Compile/Analyze and Report

29. Measure What Matters: Keys to Success for a Successful Customer Satisfaction Improvement Process Recognize the long-term process – not a quick win Define objectives and choose the population Prepare the customer respondents Management support Staff encouragement Candid presentation of results – Ouch! Willingness to change and adopt new business practices Recognize the long-term process – not a quick win Define objectives and choose the population Prepare the customer respondents Management support Staff encouragement Candid presentation of results – Ouch! Willingness to change and adopt new business practices

30. Questions ? ? Discussion