Download - GTA Update

GTA Update

CIO CouncilMarch 17, 2008

Georgia Technology Authority 2

• Early completion shows team’s focus and dedication

• RFQC requested proposals for two streams▪ Infrastructure: data centers, mainframes, servers, PCs,

laptops

▪ Managed network services: state’s wide area network

• Qualifying service providers to be announced by April 7

• Only qualifying vendors can respond to upcoming RFPs

RFQC Issued 10 Days Early


Looking Ahead

• Release RFPs: April 2008

• Sign contracts with External Service Providers: October 2008

• Transition services: November 2008 – March 2009

• TRANSFORMATION: November 2008 onward

This is transformational change


Transformation Will Affect All Agencies

• If you are not involved now, an agency with similar requirements is involved

• Many processes will change

• Enterprise agencies working with GTA to ensure success Office of Planning and Budget Administrative Services State Personnel Administration

Procurement Billing Budgeting

Planning Asset management


The New GTA

• Business model that reflects an outsourced infrastructure▪ “Do less, manage more”

• Must lead the institutionalization of transformation and change▪ Governance plays a large role

• Vision, mission and values must reflect the Governor’s priorities and the spirit of the New Georgia


State IT Expenditures and Priorities

GTA’s Business Model

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GTA Service Management Organization

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Service Delivery StateAgency

StateAgency

External Service

Providers

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Data Sales Private Sector

Services for Georgians

Policies, Standardsand Guidelines

Strategic Planning

Project Assurance

GTA Administration

State IT Enterprise

Governance

Security

Service Management Organization (SMO)

CIO Council

March 17, 2008


Roadmap for Briefing

I. Two things going on at GTA▪ GTA Restructure▪ Building the Service Management Organization

II. Introducing the Service Management Organization▪ What is an Service Management Organization (SMO)?▪ Why do we need an SMO

III. An SMO for GTA ▪ What does the SMO look like?▪ How has the SMO been designed?▪ How do the SMO functions relate to the best practice

model


GTA is Restructuring

• State finance and budget based primarily on an Agency Model – “one year at a time”

• GTA as an authority prices, delivers, bills and collects for services – “over multiple years”

• Our business model had been “shoehorned” into an Agency Financial Model - “insufficient detail”

• GTA will be restructured into a “thin” corporate layer and a robust operating layer

• Functions will be re-aligned under the COO so that the business can operate and report efficiently

• This “Operating Layer” will be the new Service Management Organization for the State of GA

What’s different About GTA?


Model

• Thin Corporate Layer

▪ Enterprise Relationships

• Robust Operating Layer (COO)

▪ Coordinate the delivery of services to agencies

Technology Officer

EnterpriseTechnology

Planning

Administrative Officer

Information SecurityOfficer

Operations Officer

MarketingOfficer

SMO

ESP 2

ESP 1

CIO

Etc…


CIO

Vendor Management

Administrative Services

Retained Services

Client Relationship

Product Services

Operations OfficerCOO

Enterprise Service

Solutions

To manage the relationship between GTA and infrastructure providers to ensure business receives

quality, cost effective, reliable and scaleable infrastructure services

Enterprise Disaster

Recovery

Enterprise Solutions

To leverage the best practice technologies and processes

from the infrastructure service providers to drive change in

enterprise functions

Operational Component of GTA transforms into a Service Management Organization

What Happens to Operations?


Service Management Organization

An organization set-up to manage the relationship and services by both External and Internal Service Provider(s)

SMO terminology is commonly associated with outsourcing arrangements although the management principles are used where an internal provider / management arrangement has been established

The SMO is typically established as part of the retained organization, and draws on IT as well as other functions to support the effective management of the arrangement

The SMO is established as a single point of accountability within an organization for the effective management of the provider(s)

What is an SMO ?


Why do we need an SMO?

Formal operating model To provide a disciplined approach in managing the

external service provider(s)

To advance the maturity of the State with regards to using external service providers

To ensure the provider delivers to the contract

Provide a uniform escalation point for Vendor relationship and delivery issues


How are we formalizing the SMO?

Key Deliverables Define and implement a common set of processes,

procedures, and protocols as part of formalizing a SMO operating model to provide a disciplined approach in managing the external service provider(s)

Identify the key touch points between GTA, agencies and the Service Provider(s) and define the interactions that take place at those touch points

Integrate and align Service Provider requirements for interacting with, and delivering services to, GTA and the agencies


What does an SMO look like ?

SMORSO

Retained Service

Organization

VMOVendor

Management Organization

ASO Administrative

ServicesOrganization

CROCustomer

Relationship Organization

PSOProducts &

ServicesOrganization

GTA Customers

External Service Providers


SMO Components

Governance and Oversight

Organization Structure(Roles and Responsibilities)

Operational and ManagementProcesses

ESPProcesses

SMOProcesses

SMO Criteria

• Drivers

• Objectives

• Principles

• Critical Success Factors

• Metrics


Defining the SMO - Criteria

What is driving the creation of the SMO?

Drivers

What are guiding principles for the SMO?

Principles

What does the SMO need to accomplish?

Objectives

What is needed for the SMO to be successful?

Critical Success Factors

How will success be measured?

Metrics


TPI SMO Design Methodology

How does the SMO interact with other functions within

the enterprise & with external providers when

executing its core processes?

What are the key processes that the SMO executes in

order to exercise its mandate?

What is the mandate of the SMO function? How should the SMO be

funded and how should it recover its costs?

What governance bodies will be required to ratify decisions and resolve escalated issues?

Based on the organizational construct, what job roles are required to execute the processes?

Charter

Process

Relationships

Organization

People & Skills

Governance

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Current Activities• Initial Draft Charter• Team working first 6 of

“Top 10” Processes

How should the SMO be organized in order to execute these processes in an efficient manner?


The SMO Process Model

• TPI has identified and classified 30 Processes by SMO Discipline• Most of these processes will be owned by GTA, some by the

Service Providers and a few may be shared• There may be additional processes required which are unique to

GTA’s situation

Governance

Forecasting and demand management

Regulatory & tax compliance

Workplace services

Customer satisfaction survey management

Communications management

Project spend pool management

Performance analysis & service delivery management

Service requests & authorization

Security, architecture & standards management

Risk management

Asset management

Incident, problem, escalation, change management

Contract administration

Contract change management

Contract issue management

Dispute resolution

Service provider audit

Governance library

Invoice management.

Performance credits, earnbacks, and critical milestones

Financial analysis & planning

Procurement

Contract pricing adjustments

Value leakage mitigation

Chargeback

Relationship Management

Performance Management

FinancialManagement

ContractAdministration

Strategy & Objectives

Governance



Workplace services







Risk management

Asset management





Dispute resolution


Governance library

Invoice management.



Procurement



Chargeback



FinancialManagement



Governance



Workplace services







Risk management

Asset management





Dispute resolution


Governance library

Invoice management.



Procurement



Chargeback



FinancialManagement



Governance



Workplace services







Risk management

Asset management





Dispute resolution


Governance library

Invoice management.



Procurement



Chargeback



FinancialManagement




TPI SMO Disciplines

Governance



Workplace services






Security, architecture & standards Management

Risk management

Asset management





Dispute resolution


Governance library

Invoice management.



Procurement



Chargeback



FinancialManagement


TPI’s perspective on Governance includes both

GTA and Vendor facing activities

Right work, done right Validate and manage costs

Satisfaction, direction setting Ensure compliance



• C01 Contract Administration

• C02 Contract Change Management

• C03 Contract Issue Management

• C06 Governance Library

• F01 Invoice Validation

• F02 Performance Credits, Earnbacks, and Critical Milestones

• F07 Billing

• P01 Performance Analysis & Service Delivery Management

• P02 Service Requests & Authorization

• R01 Governance

The “Top 10” processes


What is a Process?

▪ A defined and documented sequence of goal-oriented actions

▪ that are undertaken by authorized people ▪ that can be repeated over time ▪ to deliver a pre-determined output ▪ where measured performance can be improved

over time (to reduce time, reduce resources, reduce cost or to improve quality)

▪ and that is only to be deviated from as the result of an informed and conscious business decision


Process Document - Design

• Every document in the suite is consistent in design

• SMO discipline area and process name in header

• Revision control and confidentiality statement in footer

• Styled like a business document; ISO 9002 compliant


• Header information:▪ Header: GTA, Discipline Name,

Process Name▪ Process name, process no.,

release date, version▪ Author, reviser, approver▪ Process owner, title▪ Attachments, description▪ Audience

1. Purpose2. Entry Criteria/Catalyst event3. Included in process4. Outside of process5. Inputs6. Outputs7. Exit Criteria8. Related Contract Terms and

Conditions

9. Retained Records and Disposition10. Process Flowcharts11. Visio 2003 Document Embedding12. Document List13. Touchpoints14. Keywords15. Definitions (may be put in the

process aid, if one is used)16. Revision Control

▪ Revision version▪ Date▪ Revised by▪ Approved by▪ Description

• Footer: Company Confidential, Page Number (of pages), revision number, revision date

Detailed Process Document Content


• The Level 1 process is the highest level of process development

• Shows the sequence of Level 2 processes

• Identifies the documents that are inputs or outputs of the process “at a glance”

• All processes are documented in word and represented as flow charts (Visio)

Process Approach – Level 1 Flow Chart


• The Level 2 Process is the next level of detail down from Level 1

• Simple swimlanes for GTA, Agency, and Service Provider

• Documents are shown at the step in the Level 2 process where they are used

Process Approach – Level 2 flow charts

Independent Verification and Validation:Project Assurance Process

CIO Council

March 17, 2008


IV&V / Project Assurance Process Agenda

• What is IV&V? – Description

• When is IV&V Used? – Project Phases

• Who are the Key Participants of IV&V? – Stakeholders

• How does GTA ensure Value with IV&V? – Performance

• Feedback on Assurance Process? – New Approach

• IT Project Governance – Strategy

• Why Conduct a Self-Assessment? – Gauges Risk

• How to Conduct an Assessment? – Tool

Confidential - Georgia Technology Authority

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What is IV&V?

• A 3rd Party, Value-added approach for ensuring: Technology projects meet their objectives Project deliverables meet quality and customer

expectations Costs are within project budget Schedules are met

• Required for Projects over $1 million

IV&V is an “insurance policy” for Project Risk

______________________________________


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When is IV&V Used?

• Four Basic Stages during a Project

Business Justification (Rarely)

Planning / Procurement (Recommended)

Implementation (Required)

Benefits Realization (Recommended)


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Who are the Key Participants of IV&V?

Primary Reporting to:

Provides Advice & Council to:

Provides Recommendations to:

Reports to, as needed:

• Executive Sponsor • GTA Executive Director

• Business Owner(s) • GTA EPMO Director

• Project Manager• GTA Engagement

Manager

• Steering Committee• Enterprise Critical

Project Review Panel


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How does GTA ensure Value with IV&V?

• IV&V PERFORMANCE MANAGEMENTIV&V PERFORMANCE MANAGEMENT Manages supply and demand for IV&V services

Measures the value IV&V provides to Agencies

Measures compliance with IV&V Standard

Standard Practices drive efficient and cost-effective program

_________________________________________


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Feedback on Assurance ProcessFeedback on Assurance Process

Comparing Value against Level of Risk________________________________________________

• Current “Pain Points” Current “Pain Points”

One Size Fits AllOne Size Fits All Cost Cost

• We are considering a New ApproachWe are considering a New Approach

Assessment > Assurance > AccountabilityAssessment > Assurance > Accountability


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IT Project Governance

Framework for translating strategy into results________________________________________________________

• Assessment – Do we have the capabilities to deliver?

• Assurance – How well are we performing?

• Accountability – Did we realize the expected benefits?


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Why Conduct a Self-Assessment?

A Gauge of Project Risk____________________________________

• Results of Self-Assessment will determine level of Risk:

High Extended IV&V

Medium Normal IV&V

Low IV&V Lite


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How to Conduct an Assessment?How to Conduct an Assessment?

Beta version of Procurement Self-Assessment Tool reviews: Project Management Procurement Planning Requirements Management RFx Development (Scope and T&Cs) RFx Publication Evaluation and Award

When available, via online self-assessment tool______________________________________


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