fy14 qtr1 performance report final - nm doit

FY14 Quarter One

Performance Report

July 1, 2013 through September 30, 2013

Darryl Ackley

Cabinet Secretary

Jacqueline Miller

Deputy Secretary

361 Department of Information Technology FY14 Q1 Performance Measure Report

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Department of Information Technology - 361

The purpose of this document is to provide an update to the Department of Information Technology

(Department) Performance Monitoring Plan (Plan) for each of the program areas. The Department’s

Plan includes the definition, source of data and methodology to capture and analyze the data. The Plan

also describes the validation and reliability process to ensure the data is accurate and repeatable.

The Department was created by legislation enacted in the 2007 Legislative Session. The Department

began operations July 1, 2007 and as a new Department established new performance measures.

As the State of New Mexico (State)’s provider for Enterprise Information Technology (IT) services, the

Department is working across the State with all executive agencies (Agencies) to improve services and

better facilitate efficient and responsive government for New Mexicans. At its foundation, this Plan is a

continuation and evolution of core IT measurement practices. Emphasis is placed on tracking, cost-

benefit based, and consolidation of IT resources that leverages shared services, mitigates redundancy,

and continues to drive economies of scale. Also, leveraging systemic thinking as a means to better

measure the many various IT systems upon which the State builds its core business.

In Fiscal Year 2014 the Department will embrace improvement with two new metrics for the SHARE

Program and the twenty-three continued performance metrics from last year. With the twenty-five

performance metrics the Plan tracks the use of emerging technologies to better support constituents

and stakeholders of the enterprise services that the Department provides. In addition, these metrics

help measure the reduction of duplicated efforts through pooled services and enterprise service

optimization through increased process efficiency and effectiveness. New metrics require resources

and foundation work to include development of process and procedure. Consequently, the reporting on

these metrics will improve as they mature.

Performance Measure Status

For each of the performance measures, in this report, a color coded status is presented. The color

coding, green, yellow or red is based on the percentage of the target being reported on either a

quarterly or annual basis:

Green 80% to 100% of the performance target or exceeding target.

Yellow 70% to 79% of the performance target.

Red 0% to 69% of the performance target.


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Program Area: Program Support (P771)

The Program Support provides leadership, legal and administrative services, to the Department in

support of the mission. Program Support includes the Office of the Secretary and the Administrative

Services Division. Program Support is responsible for the Department's direction, administrative

policies and procedures, human resources, budget and financial management, and purchasing and

contractual support. Additionally, Program Support is responsible for establishing a cost recovery model

and establishes rates for services provided by the Department.

Program Budget and Full Time Employee (FTE) The Program Support Program area has 41 FTE and the following budget:

Budget Category Total (Thousands)

Salaries and Benefits $3,367.00

Contractual $38.20

Other $208.10

Other Financing Uses $0.00

Total $3,613.30

Performance Measures

PERFORMANCE MEASURE 1 - Percent of Audit Corrective Action Plan Commitments Completed on Schedule (Annual)

This measure will be reported in FY14 Q4.

PERFORMANCE MEASURE 2 - Percent of Accounts Receivable Dollars Collected Within Sixty Days of the Invoice Due Date

The Department is the enterprise information technology service provider for Agencies. Invoices are

generated and delivered to Agencies on a monthly basis for services rendered. This measure tracks the

timeliness of customer Agency payments to the Department. Agencies bills are measured with a sixty

day period for the receipt of payment from the invoice date.

This quarter’s performance shows the results of the Accounts Receivable section of the Administrative

Services Division (ASD) efforts continue to refine and implement processes, particularly around

collections, to improve accounts receivable balances. The Department is cognizant of the difficulties

that it faces collecting accounts receivables consistently during the fiscal year within sixty (60) days of


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the invoice date. However, billed agencies vary in their speed of payment as demonstrated in the graph

below. Agencies were forthcoming with their financial obligations to the Department in the third and

fourth quarter of FY12. However, in FY13 the agencies demonstrated a slower payment pattern with

continued improvement. FY14 first quarter reported 66% collected; payments received have increased

thirty percent more in comparisons to the same quarter last year and also increased in comparison to

the FY12 quarter one.

Data Reported: Quarterly FY14

Target: 75%

Status: Green

Data Source: Invoice Aging Reports

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

FY12Q1

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

% Collected 60 Days 49% 35% 71% 81% 36% 37% 46% 62% 66%

Per

cen

tage

Accounts Receivable Dollars Collected Within 60 Days of Invoice Due Date


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PERFORMANCE MEASURE 3 - Dollar Amount of Account Receivables Over Sixty Days

This performance measure provides the cumulative total dollar amount of accounts receivables over

sixty days. The total dollar amount of account receivables over sixty days was reduced to $5,926,415 for

first quarter of FY14. The result for this quarter reflects that the Department exceeded the target

amount of $7,500,000 reflecting a status of yellow for the performance measure.


Target : $7.5M

Status: Yellow

Data Source: Invoice Aging Reports

PERFORMANCE MEASURE 4 – Percent of Mainframe Services Meeting Federal Standards for Cost Recovery (Annual)


PERFORMANCE MEASURE 5 – Percent of Voice, Data and Radio Services Meeting Federal Standards for Cost Recovery (Annual)


$-

$2.00

$4.00

$6.00

$8.00

$10.00

FY12Q1

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

Millions $7.24 $8.05 $7.59 $7.15 $6.32 $8.12 $8.50 $5.33 $5.93

$ C

olle

cte

d

Account Receivables Over 60 Days


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Program Area: Compliance & Project Management (P772)

The Compliance and Project Management Division is the state’s Enterprise Project Management Office

and performs the following functions: Provide IT Management Lifecycle policies, methodologies and

templates for IT initiatives to promote quality and success and report regularly to Executive, Legislative,

and IT Commission on the status of the State’s IT Project Portfolio; provide support, guidance and

oversight on IT projects and procurements to promote improved outcomes; review agency IT plans for

prudent allocation of IT resources and monitor compliance of projects with agency strategic plan and

the state IT strategic plan; review appropriation requests and legislation related to IT and make

recommendations to the Department of Finance, and Legislative Finance Committee for formal approval

by the Legislature and the Governor; and provide senior project management guidance for enterprise

projects.

Program Budget and FTE The Compliance and Project Management has seven (7) FTE and the following budget:

Budget Category Total (Thousands)

Salaries and Benefits $669.80

Contractual $0.00

Other $17.30

Other Financing Uses $157.40

Total $844.50


PERFORMANCE MEASURE 6 – Number and Appropriated Budget of Executive Agency Certified Projects Reviewed Monthly for Oversight Requirements

This performance measure reflects the volume of oversight for agency certified IT projects by tracking

both the number and budget appropriations. All certified IT projects are required to submit monthly

status reports to the Department. During the fiscal year 2014, first quarter there were sixty-five agency

certified projects that were reviewed monthly for oversight requirements worth $363.1 Million.


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Additional details include the number and appropriated budget for projects presented to the Project

Certification Committee (PCC) for phases, changes, and status updates of IT projects. During the

quarter, there were eighteen project certifications:

Project Phase Number of Projects

Initiation 0

Initiation/Planning 3

Initiation/Planning/Implementation 2

Planning 1

Implementation 2

Closeout 6

Change Request 5

Compliance and Project Management is responsible for reviewing projects and status reports on a

monthly basis to validate the project status and ensure compliance.

FY12Q1

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

6

2 5

2 3 8

4 4 6

4 6

17 18

12

7 7

14

13

10

8

22

20

15 15

11

18 19

Number of Information Technology Projects Certified

# Closed

# Other

# Total Certified


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Target: N/A

Status: N/A

Data Source: Excel Spreadsheet

PERFORMANCE MEASURE 7 – Monthly Number and Budget of Approved IT Professional Services Contracts and Amendments

This performance measure tracks the volume of oversight that the Department provides for statewide IT expenditures. The performance measure reports the number of IT procurements reviewed and compensation for IT Professional Services. The division performs reviews of agency IT contracts, amendments, and RFP’s including all procurement types such as emergencies, sole source, agency price agreements, and state wide price agreements. The purpose of the review is to ensure the proposed contract(s) and procurement is in accordance with State standards, guidelines, and consistent with the State IT Strategic Plan and Agency IT plans. For the first quarter a total of fifty-three procurements were reviewed and approved in the amount of $246,484,558

$0

$50,000,000

$100,000,000

$150,000,000

$200,000,000

$250,000,000

55 52 72 99 53

$26,786,782

$240,643,830

$30,374,890

$235,917,319

$246,484,558

Co

ntr

acts

Am

ou

nt

Information Technology Professional Services Contracts and Amendments


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Target: N/A

Status: N/A

Data Source: Excel Spreadsheet

PERFORMANCE MEASURE 8 – Number and Budget Requested for One Time IT Appropriations as Incorporated Within Annual Agency IT Plans (Annual)



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Program Area: Enterprise Services (P773) & Equipment Refresh (P784)

The purpose of the Enterprise Services program is to provide the state with the information technology

fabric that enables agencies to innovate and excel in their specific domains with the goal of

consolidating services duplicated within agencies to promote cost savings and efficiencies. This is

accomplished through the delivery and management of cost effective and efficient IT infrastructure

services, enterprise applications and other value added IT services. The program is enterprise funded

thereby assessing fees for services which includes the depreciation cost for providing service. This

enables an Equipment Replacement Fund to be utilized to maintain and enhance services over time.

Program Budget and FTE The Enterprise Services and the Equipment Replacement Fund has been merged together for

performance measure reporting purposes. The Enterprise Services Program has 152 FTE. The combined

budget is as follows:

Budget Category Enterprise Services

(P773) Replacement Fund

(P784)

Total (Thousands)

Enterprise and Replacement

Salaries and Benefits $15,381.9 $15,381.9

Contractual $6,980.7 $2,501.0 $9,481.7

Other $20,585.5 $3,323.9 $23,909.4

Other Financing Uses $8,992.6 $8,992.6

Total $51,940.7 $5,824.9 $57,765.6


PERFORMANCE MEASURE 9 – Number of Enterprise Services Instrumented with Quantitative Metrics for Evaluating Savings/Cost Avoidance Resulting from Consolidation (Annual)



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PERFORMANCE MEASURE 10 – Amount of IT Savings/Cost Avoidance as Calculated for Enterprise Systems with Existing and Documented Metrics (Annual)


PERFORMANCE MEASURE 11 – Percentage of Phone Systems Using Internet Protocol or Other Similar Technologies to Achieve Virtual Local Calling within the State

This performance measure tracks the increased use of internet protocol (IP) technologies versus

landlines. This performance measure quantifies the continued advancements utilized by the State for

telephone technology and represents the potential for significant measurable cost savings to the

State. The number of landline systems replaced by the use of the enterprise network reflects the

continued success of increased cost saving, leveraging economies of scale within the IT consolidation

effort.

An additional 375 IP provisioned telephone sets were installed during the quarter one bringing the total

core network installed base to 2,023. However, an annual assessment of landlines revealed an increase

of 1,073 landlines from last year for total of 22,500. For quarter one the installed base of IP telephones

is approximately 9%.

This was a new performance measures for FY13 with a target of 25%. In the first year the metric was

structured with an incline target that began at 3% the first quarter and increases each quarter with the

requirement of meeting the 25% target. With the data received last year; the realistic target is an

increase of approximately 350 IP telephones per quarter at an increase of 1.5%. This is a performance

measure that will require additional years to meet the target of 25%.


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Target: 25% (requires revision)

Status: GREEN

Data Source: Contracts Database

PERFORMANCE MEASURE 12 – Percentage Reduction of Past End of Life Systems Refreshed/Replaced with Equipment Replacement Funds (Annual)


PERFORMANCE MEASURE 13 – Number of Anchor Institutions Utilizing the Forthcoming 700MHz Long Term Evolution Public Safety Network

On behalf of the State, the Department is one of seven institutions nation-wide to have both a waiver

for the operation of a 700 MHz public safety network, and federal funds for the initial deployment of

0.0%

25.0%

50.0%

75.0%

100.0%

FY13 Q1FY13 Q2

FY13 Q3FY13 Q4

FY14 Q1

FY14 Q2

FY14 Q3

FY14 Q4

% IP Base Telephones

Percentage of Phone Systems Using Internet Protocal to Achieve Local Calling

Within the State Enterprise

Actuals IP Phones

Projected IP Phones

Landlines


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such a capability. This performance measure will track the number of anchor institutions, or ‘customers’

that this new technology will support. This metric is also a requirement of the federal grant awarded to

the Department, but is equally as important to be established internally to the Department. As this

technology is anticipated to become a substantial portion of the Department’s radio capability over the

next five to ten years, it will be important to meter how widespread its adoption is for the purposes of

advanced planning and development of related cost models.

The 700MHz performance measure was on hold due to the Federal Communications Commission (FCC)

placing the 700MHz project on hold. The Department requested an extension for the BTOP SIRCITS

federal grant that funds the 700MHz project. The extension for the SIRCITS project was received;

however the 700MHz LTE portion of the project is still on-hold. During the last quarter, the Department

negotiated and signed a Spectrum Lease Management Agreement with First Responder Network

Authority (FirstNet). As of September 30, 2013 the Department has not been notified that the 700MHz

suspension has been lifted. The Department will report on this performance measure when the

suspension is lifted.


Target: 5

Status: TBD

Data Source: ARRA Reporting

PERFORMANCE MEASURE 14 - Queue-Time to Reach a Customer Service Representative at the Department Help Desk, in Seconds

In the first quarter of FY14, the Department’s Enterprise Help Desk received over 1,872 calls requesting

assistance on items such as password resets, application support questions and other IT incidents. The

average wait time to speak with a customer representative, once the customer navigated the interactive

voice response system (IVR), was eight seconds. This is an improvement of four seconds from the

previous quarter and below the target level of 19.0 seconds.

Additionally, the Department’s Enterprise Help Desk total service desk tickets for the quarter were

8,171; 1043 were incidents and 7,128 were requests. A total of 165 surveys were received with an

overall satisfaction rate of 95%; which is an improvement of 1% from last quarter.


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Target: <19 Seconds

Status: GREEN

Data Source: Service Desk System

PERFORMANCE MEASURE 15 – Percentage of Service Desk Incidents Resolved Within the Time Frame Specified for Their Priority Level

The Department has moved to a new enterprise support desk application which will enable it to

effectively monitor the called in incidents by priority level. The Department has defined and configured

the system to report on five priority levels. This is the second quarter that the Department is able to

report the percentage of service desk incidents resolved within the time frame specified for the five

priority level. The measure reflects the average percentage of incidents resolved within the timeframe

specified for their priority levels. When reporting IT service concerns or incidents, users can call the

Enterprise Help Desk. The help desk establishes the nature of the call and the priority for the type of

incident being reported by impact. The measure is an important metric for the Department as the

Enterprise Support Desk is the first point of contact for Agency customers. Through tracking time

frames for priority levels, the responses for each priority level can be evaluated.

0.0

5.0

10.0

15.0

20.0FY12Q1 FY12

Q2 FY12Q3 FY12

Q4 FY13Q1 FY13

Q2 FY13Q3

FY13Q4

FY14Q1

# of Seconds

DoIT Help Desk Customer Service Queue-Time


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Previously the Service Desk Application only had three priority levels defined. This is the second quarter

in which five priority levels have been defined and made available for use and tracking. Targets have

been set for each priority level. Below is the target for resolving the work order for each specific

priority.

PRIORITY LEVEL TARGET RESPONSE

HOURS

Priority-1 8 hours

Priority-2 24 hours

Priority-3 40 hours

Priority-4 80 hours

Priority-5 160 hours

0%

20%

40%

60%

80%

100%

FY13Q4 FY14

Q1 FY14Q2 FY14

Q3 FY14Q4

DoIT Customer Support Priority Levels

Priority 1 (8 Hrs)

Priority 2 (24 Hrs)

Priority 3 (40 Hrs)

Priority 4 (80 Hrs)

Priority 5 (160 Hrs)


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Data Reported: Quarterly One FY14

Target: 90%

Data Source: Service Desk System

Priority 1 (8 Hrs.) 78% Yellow

Priority 2 (24 Hrs.) 56% Red



Priority 5 (160 Hrs.) 100% Green

PERFORMANCE MEASURE 16 - In-Service Percentage of the State Voice Communication Network

The Department maintains and operates the state voice communication network. The in-service

percentage measures the availability of the telephone system and is critical to state government

operations. In-service percentage is measured across 43,066 ports, and uptime/down time is measured

in minutes. This in-service performance measure has been consistent at 99.999% for the past three

years. The reporting status of this metric demonstrates that the Department has been successful in

sustaining a performance measure that is industry best practice.


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Target: 99.9%

Status: GREEN

Data Source: Altura In-Service Reports

PERFORMANCE MEASURE 17 - Percent of Mainframe Uptime Affecting User Access and/or Batch Scheduling

The Department maintains and operates the State’s mainframe environment within the State Data

Center. The mainframe hosts several critical agency applications such as the Child Support Enforcement

System, the Income Support Eligibility System, Cash Assistance, Oil and Natural Gas Administration and

Revenue Database (ONGARD) system. This performance measure reports any unscheduled downtime of

the mainframe that affects user access or batch processing. There are scheduled windows designated

for maintenance when the mainframe is not available and are not included as part of this performance

measurement.

90.0%

92.5%

95.0%

97.5%

100.0%FY12Q1 FY12

Q2FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

% In-Service

43,066 Ports Available

State Voice Communication Network In-Service Percentage


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In FY 2014 First Quarter the Mainframe experienced a 3.71 hours outage due to the Human Services

Department (HSD) replacement project of Income Support Eligibility System on the mainframe. The

Automated System Program and Eligibility Network (ASPEN) System caused the outage. The mainframe

was up 99.37%.


Target: <0.01% Downtime

(99.9% Uptime)

Status: GREEN

Data Source: Real-time Monitoring

99.000%

99.200%

99.400%

99.600%

99.800%

100.000%

FY12Q1

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

% U

pti

me

Percent of Mainframe Uptime


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PERFORMANCE MEASURE 18 – Percentage Increase of Applications Running on Virtualized Enterprise Servers (Annual)


PERFORMANCE MEASURE 19 – Number of Enterprise Data Systems with Established Disaster Recovery of Business Continuity Presence at the Secondary Data Center (Annual)


PERFORMANCE MEASURE 20 – Percent of Co-located and Enterprise-hosted Services with Documented System Security Plans (Annual)


PERFORMANCE MEASURE 21 – Number of Perimeter and Security-Logged Systems Reporting Security Metrics to the Network Operations Center (Annual)


PERFORMANCE MEASURE 22 - Percent of Scheduled Uptime the Statewide Human Capital Management Suite of the Statewide Human Resource, Accounting, and Management REporting System is Available during Business Hours

This performance measure reports any unscheduled downtime of the SHARE-Human Capital

Management (HCM) suite that affects user access or batch processing. There are scheduled windows

designated for maintenance when the SHARE-HCM suite is not available and is not included as part of

this performance measure. The Department monitors the SHARE environment 24 hours a day, 7 days a

week, to ensure it is available to users from 8:00 A.M. to 5:00 P.M. Monday through Friday. The

Department reporting target is 99% uptime. There were no outages for the months of July, August and

September - FY2014 First Quarter. The HCM system was available 594 business hours during FY2014

First Quarter. The reporting metrics is 100% uptime. This is within the margin of acceptable

performance level of Business Days for SHARE - HCM not available.


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Target: 99.9%,

Status: GREEN

Data Source: Real-time Monitoring Reports

PERFORMANCE MEASURE 23 - Percent of Scheduled Uptime the Financial Suite of the Statewide Human Resource, Accounting, and Management REporting System is Available during Business Hours

This performance measure reports any unscheduled downtime of the SHARE-Financial (FIN) suite that

affects user access or batch processing. There are scheduled windows designated for maintenance

when the SHARE-FIN suite is not available and is not included as part of this performance measure. The

Department monitors the SHARE environment 24 hours a day, 7 days a week, to ensure it is available to

users from 8:00 A.M. to 5:00 P.M. Monday through Friday. The FIN system was available 594 business

hours during FY2014 First Quarter. The Department reporting target is 100% uptime. The SHARE

Financials system has not experience an outage of this magnitude for some time due to the diligent

0.0%

0.3%

0.5%

0.8%

1.0%

1.3%

1.5%

1.8%

2.0%

2.3%

2.5%

FY12Q1

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

Pe

rce

nta

ge

Percent of Business Days that SHARE – HCM Was Not Available

Due to Unscheduled Downtime During Business Hours


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efforts of the SHARE staff. However, the SHARE program has been understaffed and is working to

expand its support resources and capabilities.


Target: 99.9%,

Status: GREEN

Data Source: Real-time Monitoring Reports

PERFORMANCE MEASURE 24 – Human Resource, Accounting, and Management

REporting System Number of days to respond to an agency Project Request for

Statewide

This performance measure tracks the response time of the Department to the agencies for Statewide

Human Resource, Accounting, and Management REporting System (SHARE) Project Requests. A Project

Request is submitted to the Department and the SHARE team analyzes the request for impact to the

SHARE system. At present, the data for this performance measure is not available. The Department

0%

1%

2%

3%

4%

5%

6%

7%

8%

9%

10%

FY12Q1

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

Pe

rce

nta

ge

Percent of Business Days that SHARE – FINANCIALS Was Not Available

Due to Unscheduled Downtime During Business Hours


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successfully tracks SHARE’ projects from the point the projects have been assigned and work has started

to completion. However, the preliminary information that is required to report on this measure is in the

process of been compiled. Additional time is required before tangible data is received and reporting on

the measure can be submitted.

PERFORMANCE MEASURE 25 - Percent on time delivery of Statewide Human Resource, Accounting, and Management REporting System approved projects to the implementation date

This performance measure tracks the on-time delivery of approved project requests to agencies for the

Statewide Human Resource, Accounting, and Management REporting (SHARE) enterprise system. As

different projects can have different estimated durations this performance measure will normalize the

duration differences by calculating the days missed as a percentage of the scheduled time. At present,

the data for this performance measure is not available. The information that is required to report on

this measure as in Performance Measure 24 is in the process of been compiled. Also, as in Performance

Measure 24, additional time is required before tangible data is received and reporting on the measure

can be submitted.

fy14 qtr1 performance report final - nm doit

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