Oversight Committee · Customer apps/servers are in progress. 77 of 146 servers have been...
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September 21, 2016 Oversight Committee
Transcript of Oversight Committee · Customer apps/servers are in progress. 77 of 146 servers have been...
September 21, 2016
Oversight Committee
September 21, 2016
AGENDA
As required, please be advised that a copy of the rules of the Open Meeting Act as amended is located in the folder on the north wall of Jesse Lowe Conference Room and assistance will be provided for anyone needing help.
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September 21, 2016
IT Service Management(Julie Stangl)
September 21, 2016
2018 Cost Model
Project progressing as planned. Creation of 2018 Budget is underway; Allocation metrics collected for Aug. 31.
September 21, 2016
2016 Hours by CategoryTime spent by category has only fluctuated
slightly throughout the year
September 21, 2016
The split of DOTComm direct support hours between the City and County for August was 38% / 62%, and 43% / 57% for the year*
Direct Support Hours Allocation
* vs. the 2015 cost model split of 46% City / 54% County
62%
43%
57%
38%
September 2016
1. Service Maturity - Current State
2. Operational Performance - PMO Functions & KPIs
3. Competitiveness - Ranking our structure, functions,& performance to similar organizations
Project Management Office (PMO) Benchmark - Overview
September 2016
PMO - Org Structure
Director, Business Services(PMO, Finance, HR)
Tracy Svevad
PMO/Project Manager
Kelly Gray
IT Project Manager
Randy Pauley
IT Project Manager
John Rivera
PM Responsibilities*Bavitha Govindarajulu
Steve JacobsenJason HainesSean Powers
*Dotted line accountability to the PMO for project management process & execution
Purpose StatementEnsure project alignment to strategic plans and consistently deliver
high quality outcomes on schedule, budget and scope.
September 2016
Project Management Office - Service Maturity
● Maturity Assessment Completed - Project & Portfolio Management ○ 44 Questions○ 5 Domains○ 29 Participants
● Created a maturity baseline○ Shows links between desired changes and improvement efforts○ Supports on-going conversations about our PPM capabilities
Sample question
September 2016
Project Management Office - Service Maturity
September 2016
People(2.95) Closing in on Level 3: Defined - Initial Integration. At this level of maturity we are increasingly managing complex projects and programs in-house. The role of a PPM leader becomes more defined. Project staffing/resource capacity issues begin to be addressed.
PPM Process & Practice(2.94) Closing in on Level 3: Defined - Initial Integration. At this level of maturity we have established project delivery processes. The PMO is a recognized part of the organization. Project and portfolio risks are reviewed. Project proposals begin to be approved on a portfolio basis.
Financial Management (2.33) Squarely in Level 2: Developing - Emerging Disciple. At this level of maturity projects have budgetary estimates. Actual costs are estimated. Some project proposals include benefit statements.
Technology (2.06) Arriving at Level 2: Developing - Emerging Disciple. At this level of maturity project scheduling tools and milestone reporting are adopted. The need for project collaboration spaces intensifies. The recognition that enhanced capabilities to detect cross-project relationships emerges.
Relationships (2.74) Moving towards Level 3: Developing - Emerging Disciple. The role of the relationship manager emerges. IT and the business attempt to work together to improved communications via the relationship manager, business analysts and project manager updates. The efforts exerted at this level is to be viewed as trusted advisors.
Reference Materials - PPM Assessment Definitions
Gartner PPM Maturity Model
September 2016
PMO - Functional Areas
Project Management● Project Managers ● Process Improvements● Standards
Portfolio Management● Strategic Alignment ● Governance Support
Performance Reporting● Project tracking● Metrics Collection
PM Development● Community of Practice● Coaching/mentoring
PMs
PMO
September 2016
PMO - Functional Areas - KPIs
Project Management● # of process improvements
implemented● % of overdue tasks
Portfolio Management● % of projects aligned with
strategic objectives● % of high priority projects fully
resourced
Performance Reporting● % of closed projects within hours
and duration variance targets● % of projects completed on time
PM Development● # of community of practice
sessions conducted● % of PMs that are certified
Project Management Professionals (PMP)
PMO
Projects - Completed 2Q 2016
September 2016
PMO - Competitiveness
Structure
Functions
Performance
● % PMO/PM Staff to IT Budget and/or Total Budget
● PM Turnover Ratio - 0 (Since Jan 2016)
● PM Hourly Rates● % Hours on Project Mgmt Duties (80% for
Full-Time PM’s)
● Ratio of PM hours to Total Project Hours● % Project Delivered that Meet Customer
Expectations
September 21, 2016
Projects(Tracy Svevad)
April 20, 2016
Project Bucket Hour SummaryAt the end of August, total project hours were at 80% of
forecast, significantly ahead of projections.
County = 30 Projects
GTL = 313 HD Health Data Website = 225 BOE = 199 Assessor / ROD:Landmark = 107
Shared = 15 Projects AWS Migration = 497 Oracle OBIEE Reporting = 361 Salesforce = 384
2,775 (8%) City = 19 Projects
OCVB Move = 173 OPD Video Storage = 99 Fin ECM Phase 2 = 76
3,310 (10%)
3,861 (11%)
3,196 (9%)3,109
(9%)
3,507 (10%)
3,215(10%)
3,952(12%)
September 21, 2016
Projects Update
County Shared City
2016 Total Forecast Bucket Hours:
9,302 11,865 12,531
YTD Bucket Hour Actuals: 6,290 10,533 10,102
% Bucket Hour Actuals: 68% 89% 81%
Project Bucket Hour Summary by Portfolio YTD - thru August 2016
September 21, 2016
Pending = Pending Initiation which is generally due to resource constraints (excludes Pending Project Requests)
Projects - Summary
September 21, 2016
Pending = Pending Initiation which is generally due to resource constraints (excludes Pending Project Requests)
Projects - Summary
September 21, 2016
Projects Update - Shared Services Portfolio
Active Phase Highlights Status
Amazon Web Migration Executing & Controlling
Several dates have moved due to Customer resource availability for testing. Continuing to move forward by starting work on other websites.
Oracle OBIEE Reporting Executing & Controlling
Work continues on reports. Reports are migrated to production as they completed and accepted.
SQL/Infrastructure Upgrade Executing & Controlling
No new completions from the last report. Good work continues on planning w/several scheduled to be completed this next month.
Windows 2003 Server Upgrades and Decommissioning
Executing & Controlling
Customer apps/servers are in progress. 77 of 146 servers have been completed. Four (4) servers remain that need research / discovery.
Faster Upgrade Executing & Controlling
Vendor continues to build the installer package.
City/County Attorney - CMS upgraded for NE eFiling
Planning Vendor continuing to work on the coding for eFile.
2018 Cost Model Planning Review of cost model allocations completed with only minor changes. Inventories are being gathered and DOTComm budget is in-progress.
Oracle Testing Suite Implementation
Initiation AP script is completed and the AR script is in process.
Enterprise Security Enhancement (RFP)
Planning Project Charter completed and approved. Kick-off meetings with stakeholders are being held. RFP is tentatively scheduled to go out by the end of the year.
September 21, 2016
Amazon Web Migration (2015-2018)Project Manager: Bavitha Govindarajulu
September 21, 2016
CIP Project Updates - SQL UpgradeProject Manager: Kelly Gray
In Planning
County Applications:● eJurer● Airvision● ANSOS● Victim CMS● Corr - Access DB’s● Atty Payment● Saddlebrook
City Applications:● SEB App● Fuelmaster● PW Inhouse App● Foray● Maximo● Accela● FlowLink● US Bank Card
Shared Applications:● 2 Virtual Servers● Picture Link● Faster
September 21, 2016
Salesforce Program Manager: Julie Stangl
Phase 1 of the CMDB recently Closed; Service Cloud project on track for October launch.
September 21, 2016
Shoretel VoIP Projects UpdateProject Manager: Randy Pauley
September 21, 2016
Projects Update - Douglas County PortfolioActive Phase Highlights Status
DC County Clerk VoIP Closing Project completed.
GTL Implementation Executing & Controlling
Vendor is upgrading hardware/OS/database environment. DOTComm providing support as needed and requested.
ECM - Land Book Scan & Store
Executing & Controlling
Preparing closing documents and reviewing final invoices. Project should be closed by next meeting.
Health Data Website Phase 2 (DCHD)
Executing & Controlling
Client user acceptance testing has started. DOTComm QA also in process.
DCSO-Records Mgmt Executing & Controlling
Scheduled go-live is being set for March 2017 with the vendor and DCSO assigning resources to meet that date.
DCROD-Landmark Implementation
Planning Working on image storage solution and loading of images from Filebound to the internal new storage service.
DCTRES - Oracle Treasury Implementation
Initiating Continuing to discuss roles and responsibilities with customers.
DC Youth Center VoIP Planning Charter completed and approved. Planning and ordering equipment is underway. Tentatively scheduled for an early November implementation.
Additional Active Projects Various Phases
Includes several year-end projects, Court Room 50, 2016 Open Enrollment, and HD File Server Replacement.
September 21, 2016
Projects Update - City of Omaha PortfolioActive Phase Highlights Status
CIPW-Fleet Mgmt VoIP Closing Phone system deployed.
OCVB Move Executing & Controlling
VoIP migration completed. PC’s moved and being installed. Project will be closing within the next couple of weeks.
CiPlan - EPA Superfund Executing & Controlling
Continuing to make changes and adjustments to application as requested by customer.
CIHR&R CC1 Online Form Submission
Executing & Controlling
Resolving technical issue with loading some code for Filebound.
CIHR&R-SEB Enhance Executing & Controlling
Customer has requested to perform another full User Acceptance Testing prior to going live. Targeting early October for completion.
CIOPD - Video Storage Executing & Controlling
Completed full video and image migration testing. OPD validated data. Preparing to go-live in mid-late September.
CIRec/GolfTrac Upgrade Executing & Controlling
User training has started on schedule. Working through some technical connectivity issue with user provisioning and load balancing.
CIFIN-Phase 2 Invoice Process in Filebound
Executing & Controlling
POC completed successfully. Actively working with five departments on implementation. Completing site surveys for remaining departments.
September 21, 2016
Capital Improvement ProjectsUpdate(Bob Nord)
September 21, 2016
2016 Capital Status
Requesting approval for the items in red below last June
September 21, 2016
EXPENDITURES
Quote 2016 2017 2018 DESCRIPTION CATEGORY
Microsoft Renewals $79,370.61 $21,646.53 $28,862.04 $28,862.04
Software Assurance Renewals for Active
Directory and SCCM with Operational User licenses Security and User Productivity
Microsoft Renewal $147,636.06 $51,034.72 $51,034.72 $45,566.62
Server Datacenter licensing for virtual server
environment Application Modernization
VM License Renewals $165,649.53 $55,216.51 $55,216.51 $55,216.51
VMWare Licensing for virtual server environment Application Modernization
Total $392,656.20 $127,897.76 $135,113.27 $129,645.17
Estimated Capital Requested/Approved $152,222.00 $152,222.00 $152,222.00
Summed total from licensing renewals attributed to Security, User Productivity and Application Modernization ($5,500, $32,667 and $114,055 respectfully)
Remaining Balance $24,324.24 $17,108.73 $22,576.83
2016 Capital StatusJune Approvals
● Storage Maintenance● Network Hardware Routers and Switches Maintenance and Refresh● Second Core Switch● Java Upgrade
4Q - Anticipated Submissions for Approval:
September 21, 2016
Operations Update(Bob Nord)
September 21, 2016
Tech Center Hosting Total Invoiceable: 7
Operations Service Update
MF Operations
● MF upgrade and update efforts○ Preparing to replace the z114 with a
zBC12 - 46MIPS to 50MIPS ○ Replaced obsolete HW and
Eliminate Physical Tape○ Upgrade OS
● PSeries update and upgrade efforts○ Replace obsolete HW and
Eliminate Physical Tape○ Move second Pseries to Lincoln
● Analysis of Pseries Database Needs● Analysis of MF Applications
September 21, 2016
IT Service Management Update
Incidentand
Service RequestSLAs
September 21, 2016
Operations Service Update
AugustPriority 2Service Outages
Ticket Summary
*Breached SLA
➢ 172535 ShoreTel - Lost Outbound Dialing - Cox Service Restored
September 21, 2016
Incident Resolution SLA by Priority
May 2016
Service Request Resolution by Priority
May 2016
August Ticket Summary - P3
May 2016
August Ticket Summary - P4
May 2016
August Ticket Summary - P5
September 21, 2016
Tech Support Statistics and Customer Satisfaction Survey
Results
May 2016
Tech Support Call Statistics
August
Average Speed of Answer 19 Seconds
Average Call Duration 5:35 (Min:Sec)
May 2016
Tech Support Call Statistics
Weekdays Monday - Friday 6PM - 6AM
Calls Accepted
Calls Answered
Abandoned Calls
Longest Wait Time in Queue
Avg Duration of Calls
Longest Call
Avg Hold Time
99 95 4 5:55 4:19 21:051 0:04
Weekends Friday 6PM - Monday 6AM
Calls Accepted
Calls Answered
Abandoned Calls
Longest Wait Time in Queue
Avg Duration of Calls
Longest Call
Avg Hold Time
118 114 3 27:07 5:12 27:57 1:21
Extended Hours - August
May 2016
Customer Satisfaction Survey Results
August
Incident Survey Response Rate at 27.3%
Service Request Survey Response Rate at 26.1%
Industry Survey Response Rate
September 21, 2016
Applications SupportServices Update(Vijay Badal / Tom Olson)
NO UPDATE FOR SEPTEMBER
September 21, 2016
IT Security
(Greg Andersen)
September 21, 2016
IT Security - September Update
Compliance Update▪ Project 1762: Security Enhancements RFP
▪ Charter drafted and signed by steering committee
▪ Kickoff meeting with stakeholders hosted at DOTComm
▪ Currently in requirements gathering phase
▪ Next step is creating a draft RFP and limiting scope
▪ On-track
Cyber Security Awareness Month (next month!)▪ Poster and Calendars
▪ Quick FYI Emails with Social Media and Website Updates
▪ Cyber Security Speaker at DOTComm Tech Fair - Kevin Russell from Sirius
▪ An interactive activity for the departments, that will be educational and fun
Upcoming Policy▪ Draft new policy created for data destruction
▪ Reviewing with peers and departments that use DOTComm’s policy▪ Will have up for approval next month
September 21, 2016
Financials(Tracy Svevad)
September 21, 2016
Financials - Operating Income Statement
September 21, 2016
Financials - Funds Restricted for Capital
September 21, 2016
Financials - Outstanding Receivables
.
September 21, 2016
Financials - Cash Projections
September 21, 2016
Financials - Chargebacks 2016 (as of 09/09/2016)
September 21, 2016
Organizational Update
(Derek Kruse)
September 21, 2016
New Business
September 21, 2016
2017 Tech Fair
September 21, 2016
2017 Proposed Oversight Meeting Calendar
September 21, 2016
▪ PUBLIC COMMENTS
▪ NEXT MEETING: October 19, 2016 @ 2:30 p.m. in Jesse Lowe Conference Room
▪ ADJOURN (to Executive Session as needed)
