fy14 quarter three performance report - nm doit · fy14 quarter three performance report january 1,...

FY14 Quarter Three

Performance Report

January 1, 2014 through March 31, 2014

Darryl Ackley

Cabinet Secretary

Jacqueline Miller

Deputy Secretary

361 Department of Information Technology FY14 Q3 Performance Measure

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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


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

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

graph below. Overall agencies are forthcoming with their financial obligations to the Department. In

FY13 the agencies demonstrated a slower payment pattern with continued improvement. Conversely,

there was a pronounced improvement in FY14. The third quarter with the reported 95% collected

payments received, has increased forty-nine percent in comparison to the same quarter last year and

twenty-four percent in comparison to previous year.

Data Reported: Quarterly FY14

Target: 75%

Status: Green

Data Source: Invoice Aging Reports

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

FY12Q1

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

% Collected 60 Days 49% 35% 71% 81% 36% 37% 46% 62% 66% 90% 95%

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 $8,197,745 for the

third quarter of FY14. The result for this quarter reflects that the Department is over 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

FY14Q2

FY14Q3

Millions $7.24 $8.05 $7.59 $7.15 $6.32 $8.12 $8.50 $5.33 $5.93 $7.01 $8.19

$ 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 (EPMO) 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. The EPMO reports on the status of the State’s IT Project

Portfolio; provides support, guidance and oversight on IT projects and procurements to promote

improved outcomes; reviews agency IT plans for prudent allocation of IT resources and monitors

compliance of projects with Agency strategic plans and the State IT strategic plan; reviews

appropriation requests and legislation related to IT and makes recommendations to the Department

of Finance, and Legislative Finance Committee for formal approval by the Legislature and the

Governor. Additionally EPMO provides 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, third quarter there were twenty-three

agency certified projects that were reviewed monthly for oversight requirements worth $13.4 Million.

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 twenty-three project certifications:


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Project Phase Number of Projects

Initiation 1

Initiation/Planning 5

Initiation/Planning/Implementation 7

Planning 2

Implementation 1

Closeout 2

Change Request 4

Status 1

The EPMO 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

FY14Q2

FY14Q3

6

2 5

2 3 8

4 4 6

0 2

4 6

17 18

12

7 7

14

13

18

21 10

8

22 20

15 15

11

18 19 18

23

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 third quarter a total of forty-

eight procurements were reviewed and approved in the amount of $50,223,235.

$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

$33,966,682 $50,223,235

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 720 IP provisioned telephone sets were installed during fiscal year 2014 quarter three

bringing the total IP core network installed base to 3,383. For quarter three the installed base of IP

telephones is approximately 15.0%.

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%. However, this

quarter demonstrated a higher increase with 720 IP phones installed. This is a performance measure

that is driven by agency funding and infrastructure capability and will continue to vary over the years.


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Target: 25% (requires revision)

Status: GREEN

Data Source: Contracts Database

0.0%

25.0%

50.0%

75.0%

100.0%

FY13Q1 FY13

Q2 FY13Q3 FY13

Q4 FY14Q1 FY14

Q2 FY14Q3

FY14Q4

% IP Base Telephones

Percentage of Phone Systems Using Internet Protocol to Achieve Local Calling

Within the State Enterprise

Actuals IP Phones

Projected IP Phones

Landlines


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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

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 remained on-hold. During the last quarter,

the Department negotiated and signed a Spectrum Lease Management Agreement with First

Responder Network Authority (FirstNet). The 700MHz suspension was lifted this past quarter. The

Department is in the process of developing a Request for Proposal (RFP) for the system design. The

RFP is in final review and should be released next quarter. With the award of the RFP the Department

will begin reporting on this performance measure.


Target: 5

Status: TBD

Data Source: ARRA Reporting


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

In the third quarter of FY14, the Department’s Enterprise Help Desk received 2,245 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 six seconds. This performance measure continues to

meet and exceed the target level of 19.0 seconds.

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

9,002; 895 were incidents and 8,107 were requests. A total of 202 surveys were received with an

overall satisfaction rate of 98.51%; which is an improvement of 3.00% from last quarter.

0.0

5.0

10.0

15.0

20.0

FY12Q1 FY12

Q2 FY12Q3 FY12

Q4 FY13Q1 FY13

Q2 FY13Q3 FY13

Q4 FY14Q1

FY14Q2

FY14Q3

# of Seconds

Average Queue Time

DoIT Help Desk Customer Service Queue-Time


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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 third 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.

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

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


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Quarter three of Fiscal Year 2014 demonstrated a performance decline in two of the priority levels.

Priority 2 declined from in six percent maintained the red status; Priority 3 declined from a green

status to a red status. The Department will strive next quarter to improve Priority 2 and 4

performance.


Target: 90%

Data Source: Service Desk System

Priority 1 (8 Hrs.) 75% Green

Priority 2 (24 Hrs.) 43% Red


Priority 4 (80 Hrs.) 40% Red


0%

20%

40%

60%

80%

100%

FY13 Q4FY14 Q1

FY14 Q2

FY14 Q3

FY14 Q4

DoIT Customer Support Priority Levels FY14 Q3

Priority 1 (8 Hrs)

Priority 2 (24 Hrs)

Priority 3 (40 Hrs)

Priority 4 (80 Hrs)

Priority 5 (160 Hrs)


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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 40,503 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.


Target: 99.9%

Status: GREEN

Data Source: Altura In-Service Reports

90.0%

92.5%

95.0%

97.5%

100.0%

FY12Q1 FY12

Q2 FY12Q3 FY12

Q4 FY13Q1 FY13

Q2 FY13Q3 FY13

Q4FY14Q1

FY14Q2

FY14Q3

% In-Service

43,066 Ports Available

State Voice Communication Network In-Service Percentage


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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, 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.

In FY 2014 Third Quarter the Mainframe experienced an unscheduled initial program load (IPL), during

night production at 8:43 P.M. on Friday, March 2, 2014 the system recovered and did not affect user

access or batch processing for approximately twenty minutes. For corrective measures, hardware was

replaced during a normal maintenance window. The mainframe was up 99.9%, which continued to

report performance at a green status.

99.000%

99.100%

99.200%

99.300%

99.400%

99.500%

99.600%

99.700%

99.800%

99.900%

100.000%

FY12Q1

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

% U

pti

me

Percent of Mainframe Uptime


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Target: (99.9% Uptime)

Status: GREEN

Data Source: Real-time Monitoring

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)



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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 99.9% uptime. The SHARE-HCM system was available 491 business

hours during FY2014 Third Quarter. The SHARE-HCM was down five hours for replatforming. The

reporting metrics is 98.99% uptime; this is within a green status of an acceptable performance level of

Business Days for SHARE - HCM availability.

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

FY14Q2

FY14Q3

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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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 SHARE-FIN was available

484 business hours during FY2014 Third Quarter. The SHARE-FIN was down five hours for

replatforming and seven hours for an unplanned outage on February 26, 2014. The Department

reporting target is 99.9% uptime. The reporting metrics is 97.58% uptime; this is within a green status

of an acceptable performance level of Business Days for SHARE-FIN availability.


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

work has started to completion. However, for the majority of this quarter, resources were directed

0.0%

1.0%

2.0%

3.0%

4.0%

5.0%

6.0%

7.0%

8.0%

9.0%

10.0%

FY12Q1

FY12Q2

FY12Q3

FY12Q4

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

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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towards the completion of the SHARE stabilization project. SHARE projects outside of the stabilization

efforts were stationary until the stabilization was complete. Immediately following the confirmation

of the successful completion of the stabilization project, work resumed on agency project

requests. This was for a short period before the end of the reporting quarter; therefor meaningful

metrics were not attainable. Reporting will commence for this performance measure in the next

reporting period.

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 was on hold until the stabilization was

complete. In addition, the Department needs to modify the project request and execution process to

define and capture the specific information required to accurately report on this performance

measure. These process improvements are currently being defined. Reporting for this performance

measure will commence when all process improvements are in place.

fy14 quarter three performance report - nm doit · fy14 quarter three performance report january 1,...

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