RM Approach by liaoqinmei

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									 WSSC IT

Quarterly Update




  February 20, 2008
         Outline
      Executive Summary
                –   IT Team 2007 Goals
                –   Executive Summary of Achievements
                –   Operating Plan
                –   AAI and DAI Summary
                –   Business & Infrastructure Projects Summary
                –   ERP/EAM Update

      Division Reports
                –   IT Program Management Office
                –   Enterprise Architecture
                –   IT Security
                –   IT Quality Assurance
                –   Application Development
                –   Enterprise Technology Solutions
                –   Network Support
                –   Systems Support & Operations
                –   IT Customer Support

      Next Steps
                –   Future State of Business Enterprises


Feb ’08 - PMO                                                    2
         IT Team Goals and Responsibilities

      GOALS
          To move WSSC toward a world class organization, IT has aligned its goals along three
          key areas that are industry accepted success factors for business improvement:
                   People
                   Processes
                   Tools & Technology
          .


     RESPONSIBILITIES
              – Build a team with the necessary skills and an aligned structure to enable key
                business processes
              – Define and improve the processes and techniques that facilitate and improve our
                responsiveness to business needs with increased predictability of results
              – Introduce and maintain new technologies, along with improving our legacy
                systems, to better support and streamline core operations



Feb ’08 - PMO                                                                                     3
         Executive Summary: Achievements

               People:
                 –   The IT organization is structured along our key business units to provide dedicated expert
                     support
                 –   The IT team possesses the technical and business skills required to support our systems
                     and applications
                 –   IT offers continuous training and development opportunities to ensure our skills and
                     capabilities are up-to-date with current technology and business developments
                 –   IT has various cross-functional training and communications initiatives to improve the
                     mutual understanding with other business units and increase awareness

               Tools & Technology
                 –   IT developed and started implementing the strategically endorsed “5 Year Roadmap” to
                     improve the technical infrastructure and systems and applications architecture
                 –   The projects in progress for FY08 support the roadmap to achieve a reliable, integrated,
                     and technologically up-to-date architecture
                 –   Key applications selected comprise some of the best in industry on integrated Enterprise
                     Asset Management (EAM), Resource Planning (ERP) and e-Business Systems
                 –   Results of new technologies and approaches are beginning to show:
                          Virtualization, Citrix platform migration, Secure File Transfer Protocol (SFTP)
                           implementation and database consolidation significantly increased system
                           performance, reliability, legal compliance and operational effectiveness – in
                           addition to savings close to half a million dollars



Feb ’08 - PMO                                                                                                     4
         Executive Summary: Achievements

               Processes:
                 – The project development and delivery framework and methodology
                   incorporates more industry best practices
                 – This set of standards, tools, processes and metrics address the strategic
                   alignment of IT activities in terms of:
                         Portfolio Management (project prioritization and commissioning)
                         Project Management (delivering results on time and on budget)
                         Business Case (verifying benefits realization)
                 – Our projects support business processes and provide opportunities for
                   process improvement where applicable
                 – Our processes support IT-Business cooperation with improved
                   communication and visibility for our operations
                 – Agency wide priorities are immediately reflected upon with the IT team’s
                   responsiveness to change; e.g. shifting and reallocating resources to support
                    urgent requirements


Feb ’08 - PMO                                                                                      5
         Operating Plan 07-08


                 Problem
                Management
                              Short term, reactive
                              activities to ensure
                              business as usual: keeping
                              the lights on
                 IT Service
                 Requests                                       Target Resource
                                                             Allocation ($ and FTE) :

                                                                       20%
                              Medium term, tactical
                              work to improve current
                Small Work    operations                         30%
                 Requests
                                                                         50%
                              Long term, proactive and
                              strategic initiatives to get
                              WSSC closer to being a
                 Projects     world class water utility




Feb ’08 - PMO                                                                           6
          Executive Summary - AAI

                                                                    WSSC - IT
                                                   Annual and Departmental Action Items Summary
                                                                               Lead         Target
    AAI # DAI #   Health   Name                                                                         Status
                                                                              Division    Completion
      1     1     Good     Performance Management System                        CIO        August-08    In progress, on track. 3 out of 6 deliverables complete.
      2     2     Good     Total Rewards Philosophy                             CIO         June-08     In progress, on track. 1 out of 3 deliverables complete.
      3     3     Good     Competency Maps                                      CIO        March-08     In progress, on track. 1 out of 2 deliverables complete.
      4     4     Good     Fundamental Leadership and Supervisory Training      CIO      December-08 In progress, on track.
            5     Good     Business Analyst and Project Management Training    PMO          June-08     In progress, on track. 4 out of 6 deliverables complete.
      7     6     Risky    ERP Phase 0 Implementation                         SSO/AD        June-08     In progress, on track. Part 3 delays (acquisition timelines)
            7     Good     Customer Emergency Notification System              ETS         March-08     In progress. Delayed rollout (extended acquisition process)
     11   (new)            ADC Map Page Grid Changes                            AD        February-08   Complete
      6     8      N/A     Sewer Model Replacement                             ETS            NA        Canceled
      6     9      N/A     DatCon Replacement                                  ETS          May-08      Propotype targeted for 5/31 as part of C&E Team AAI (GIS re-eng.)
      6     10    Risky    Water Transmission Mains Management                 ETS          June-08     Behind schedule. Requirements in review.
      6     11    Good     WSSC Utility Infrastructure Evaluation System       ETS          June-08     In progress. Requirements complete.
      9     12    Issues   SSO Consent Phase 2                                 ETS          June-08     In progress. Delivered in small work requests.
            13    Issues   Lab Info. Mgmt System (LIMS) Replacement             AD       September-08 In progress, in acquisitions. 3 out of 6 deliverables complete.
            14    Risky    Facilities Information Tool (FIT) Part 2             AD          June-08     In progress, behind schedule. Requirements complete.
     10     15             Centralized Bidders List                             AD       December-07 Complete
            16    Issues   Information Lifecycle Management - Phase 1:         SSO          June-08     In progress, behind schedule (in acquistions).
            17    Good     Project and Portfolio Management Tool               PMO          April-08    In progress, on track. Pilot in production
            18    Good     Data Network Infrastructure Refresh Phase I          NS          June-08     In progress, on track. 3 out of 5 deliverables complete.
            19    Good     IT Security Assessment Studies                     Security      June-08     In progress, on track. 4 of 10 deliverables complete, 3 rescheduled.
            20    Good     Data Center Mainframe Upgrade                       SSO          June-08     In progress, behind schedule. Requirements complete.




Feb ’08 - PMO                                                                                                                                                                  7
         Business Projects Summary

                                                                                                                                 Delayed start on the 3rd track,
                                                                                                                                    e-business suite. Team




                                                                                                               May-08
                                                    Nov-07


                                                             Dec-07




                                                                               Feb-08


                                                                                        Mar-08




                                                                                                                        Jun-08
                                                                      Jan-08




                                                                                                  Apr-08
       FY 2008 - Business Projects                                                                                                orientation and training in
                                                                                                                                           progress.
 CC        ADC Conversion Project                                                  Closing - 95% (in Production)

 COM       CNS Customer Notification System                                                      Configure - 80%
                                                                                                                                              Requirements defined.
 ACQ       Centralized Bidders Registration                                                      Complete - 100%                               Resources are being
 SSMO      ERP/EAM Implementation -Phase 0                                                             Planning - 25%
                                                                                                                                              mobilized for in-house
                                                                                                                                                  development.
 PROD      Facilities Infromation Tool                                          Analysis / Requirements - 17%

 PROD      Lab Information Management System                                    Analysis / Requirements - 15%
                                                                                                                                               RFP submitted to
 CC        SSO Phase 2                                                                              Planning - 35 %                         acquisitions for a vendor
                                                                                                                                                     solution.
 E&C       WSSC Utility Infrastructure Evaluation                                                          Design - 42%

           Water Transmission Mains
 E&C                                                                                                       Planning - 5%
           Management

                                                                                                                                         Required functionality being
                                                                                                                                        delivered through small work
                 Project recently resumed after ADC                                                                                    requests. About half of reports
                Implementation and is at requirements                                                                                            complete.
                           definition stage.




Feb ’08 - PMO                                                                                                                                                            8
         Infrastructure Projects Summary




                                                                                                                                                               May-08
                                                                                              Nov-07


                                                                                                       Dec-07




                                                                                                                               Feb-08




                                                                                                                                                                        Jun-08
                                                                                                                                           Mar-08
                                                                                                                   Jan-08




                                                                                                                                                      Apr-08
                FY 2008 - Infrastructure Projects                                                                                                                                     Behind schedule pending
                                                      Change Management Tools & ITIL                                                                                                 extended procurement cycle.
                   EA / QA




                                                      Implementation                                                                                 Planning - 10%
                                                      Quality Assurance Tools
                                                      Implementation                                                                                Acquisitions - 5%
                                                                                                                                                                                       On hold, due to lack of
                Enterprise




                                                      Internet / Intranet Migration                                                                     Planning - 5%
                  Tech.




                                                                                                                                                                                            resources.
                                                      Legacy Reports Replacement                                                        Planning - 10% (On Hold)
                       Systems Support & Operations




                                                      Data Center Mainframe Upgrade                                                                 Acquisitions - 5%

                                                      Information Life Cycle (Phase 1 of 3)                                                          Acquisition - 5%

                                                      Secure FTP Services                                                   Implement - 90% (in Production)
                                                                                                                                                                                    Behind schedule pending
                                                                                                                                                                                   extended procurement cycle.
                                                      HP OV Implementation (Phase 2)                                                                 Acquisition - 1%

                                                      Server Consolidation                                         Implement - 75% (Re-scoped)

                                                      Database Consolidation (Phase 2)                                         Planning - 10%                                    Rescheduled for delivery in FY’09.
                                                      Business Impact Assessment                                                                    Implement - 10%
                Security




                                                      Security Risk Assessment                                               Completed
                   IT




                                                                                                                                 - 100
                                                      IT Test Lab                                               Acquisitions - 15%
                                                                                                                              - 100
                                                      DR Hotsite Feasibility                                                Planning - 10%
                                                      Data Network Infrastructure Refresh
                       PMO N/W




                                                      (Phase 1)                                                                                     Implement - 20%
                                                      Project & Portfolio Management
                                                      Implementation                                                            Implement - 75% (Pilot Live)




Feb ’08 - PMO                                                                                                                                                                                                         9
         Deep dive AAI#7: ERP/EAM Implementation

      ERP/EAM Implementation is Washington Suburban            Achievements
       Sanitary Commission’s initiative to implement an
                                                               – Project Team
       integrated, enterprise-wide resource, asset and
               customer management system.                           ERP/EAM Implementation is our largest initiative, crossing
                                                                      almost all business unit boundaries. IT activities are lead
     Over the next five years WSSC will replace its current
                                                                      by System Support and Application Development groups.
      legacy applications, some no longer supported, with
        an integrated suite of Oracle Enterprise Resource            Project team includes dedicated core business members,
       Planning (ERP) and Enterprise Asset Management                 as well as core and supporting IT team members.
          (EAM) applications. We want to implement an          – Project Implementation Plan
     integrated solution with a single common data source.
                                                                     ERP/EAM will be implemented in phases. The first phase
        This will help maintain and simplify the interfaces
                                                                      (Phase 0) is designed as a “learning and readiness” stage
               between our mission critical systems.
                                                                      that establishes the systems and business infrastructure.
                                                                      Phases 1 through 3 will be the actual implementation.
                                                                     Phase 0 consists of three distinct parts, with one common
                                                                      deliverable: Phase1 Implementation Plan and
                                                                      Requirements:
                                                                       •   Part 1: Upgrade existing infrastructure including the new
                                                                           Financial Information System (FIS) and database versions.
                                                                           Now in the final test period before planned production
                                                                           implementation by Feb 28, 2008.
                                                                       •   Part 2: Enterprise Asset Management: Began analysis
                                                                           and training of the new enterprise applications that will
                                                                           support core Work Order Processing, Inventory control,
                                                                           Acquisitions and Asset Management within WSSC.
        Our approach is "no customization" to ensure full              •   Part 3: eBusiness Suite: Planned the analysis and training
         support going forward, which enables our key                      on the new enterprise applications that will support
       resources to focus on our core business functions.                  finance, acquisitions, human resources, and other
                                                                           supporting operations. It will commence in February.
Feb ’08 - PMO                                                                                                                           10
   IT Organization & Operating Structure


                                                                                                    Application         Projects
                                                                                                   Development
    IT Program Management Office


                                   Enterprise Architecture




                                                                                               Enterprise Technology
                                                             Quality Assurance

                                                                                                                       Small Work
                                                                                                     Solutions
                                                                                 IT Security                            Requests

                                                                                                 Network Support
                                                                                                                        IT Service
                                                                                                                        Requests
                                                                                                Systems Support &
                                                                                                    Operations

                                                                                                                        Problem
                                                                                               IT Customer Support     Management




             SUPPORT TEAM + DELIVERY TEAM = RESULTS for
Feb ’08 - PMO                                Business                                                                                11
         Support: Program Management Office (PMO)

          WSSC IT recognizes the                       Achievements
                                                         – Process Development
        value of Project Management                            Defined and implemented portfolio and project
         and views projects as a key                            management processes
                                                               Aligned PM methodology with Quality Assurance
         means to achieve strategic                            Initiated Project Cost Management
                    goals                                – Project Management
                                                               Support business projects (hands-on management)
                           Doing the
                                                         – Tools & Technology
                         Right Things                          Implementing PPM Center Tool – enabling real time
                                                                project and SWR information
                            Project
                                                               Improved project management methodology and
                           Portfolio                            supporting tools, templates
                         Management            PMO       – People
                          Processes
                                                               Project Management and Business analysis training
                        Organizational    Doing                 to effectively define and efficiently deliver projects
          Using The
         Right Things
                           Project        Things
                                           Right
                                                       Upcoming Challenges
                         Management
                                                         – Resource management through PPM Center
          Project &                        Project
                                                              To forecast resource requirements, manage
           Program                       Management            workloads and plan succession
          Management                      Maturity
           Standards                                     – OPM3
                                                              Assessment and implementation for increased
                                                               project, program, and portfolio management
                                                               maturity and best practices
                                                         – Automated Requirements Management Tool
                                                           implementation
                                                              Traceability through test results

Feb ’08 - PMO                                                                                                            12
         Support: Enterprise Architecture (EA)

              Enterprise Architecture is a         Achievements
          comprehensive framework used to            – Roadmap
         manage and align an organization's                Built a 5 year strategic implementation plan to
         Information Technology (IT) assets,                address existing systems and architectural
       people, business processes and projects              problems and prepare for the future
          with its operational characteristics.      – Change Management Process and Templates
                                                           Developed manual processes and templates to be
                                                            mapped to the CM tool in FY08
                                                     – Release Management
                                                           Standardized Release Management Process with
                                                            supporting templates
                                                   Upcoming Challenges
                                                     – Change Management Tools:
                                                           Facilitate the introduction of change by defining
                                                            procedures to assess risk, provide proper
          Enterprise Architecture defines how               communication, documentation and to gain
       information and technology will support              approvals and reduce or eliminate disruptions to
         the business operations and provide                business activities through assessment, planning
                                                            and communication
       benefit for the business by showing the
       organization’s core mission, the people,      – ITIL Implementation
        processes, structures and technology               As part of change management, implement key
      collectively known as components critical             service delivery processes and standards and
                                                            problem management as a means to investigate
      to performing that mission, and how each              root cause analysis for incidents reported by end
        of these components are interrelated.               users
Feb ’08 - PMO                                                                                                   13
         Support: Quality Assurance (QA)

   The Quality Assurance Division is responsible         Achievements
       for focusing on the testing and quality             –   People
         assurance process across system                           Training on some existing WSSC systems and
     development life cycle – SDLC at WSSC.                         automated tools
                                                                   Active participation in ERP workshops to enable
                                                                    improved support later, by facilitating QA team’s
                                                                    understanding of business processes and
                                                                    operations
                                                                   Adjusted QA team and responsibilities to align
                                                                    with business user groups
                                                           –   Process
                                                                   Defined QA processes related to SDLC for Small
                                                                    Work Requests
                                                                   Integrated Quality Assurance- QA and/or Quality
       Working in conjunction with the CIO and                      Control - QC in the WPMM (Project Management
      Application Development managers to set                       Methodology)
     objectives, scope and strategies for the QA         Upcoming Challenges
      team around the IT solutions in place, the
                                                           –   QA Tools Implementation Project
     division will identify critical success factors,
    risks associated with various processes and                    Establish an Enterprise Wide QA Automation
                                                                    process: Make go-live decisions with confidence;
       strategies to mitigate those risks through
                                                                    standardize and manage the entire quality
  testing, benchmarking, development of a toolkit                   process; reduce application deployment risk;
  and methodology, with an emphasis on utilizing                    improve application quality and reliability
                automated testing tools.

Feb ’08 - PMO                                                                                                           14
         Support: IT Security

       The IT Security Division is responsible for           Achievements
            the protection of the Commission's                 – Business Impact Assessment Survey has been
       information (Data) and technology assets.                 distributed to the Core ERP team for completion
           The form of protection comes in the                 – Security Risk Assessment project has been completed
      implementation of an IT Security Framework               – Compliance with the Payment Card Industry (PCI)
          based on accepted industry practices,                  Security Standards are 90% complete
        industry standards, laws and regulations.              – Security patches are being kept up-to-date on servers
                                                               – Security Event and Information System to pro-actively
                                                                 monitor security alerts has been implemented
                                                             Upcoming Challenges
                                                               – Business Impact Assessment
       When you discuss IT Security you have to
          mention the three pillars of IT Security:                   In the case of a disaster, the critical business
                                                                       functions that support WSSC need to be recovered
       'Confidentiality', 'Integrity' and 'Availability'.              in a timely manner (via Disaster Recovery Plan)
      An easy way to remember these is to think of
                                                               – IT Test Lab
      the 'CIA' of security. These attributes are the
         impetus for all IT Security initiatives and                  Create a multi-purpose lab environment for IT
                                                                       Divisions to test new technologies, products and for
      investments. All of the IT Security legislation
                                                                       Users to conduct User Acceptance Test (UAT)
      and regulations introduced over the last few
                                                               – DR Hotsite Feasibility Study
      years has been done so to address the lack
        of attention given to one or more of these                    Evaluate the possibility of creating a hotsite at the
                                                                       Seneca site and associated costs
                  attributes of IT Security.



Feb ’08 - PMO                                                                                                                  15
         Delivery: Application Development (ADS)

       The AD Support Division is responsible for       Achievements
     overseeing and directing all aspects of project      – Projects Completed
           work performed by five application                   Centralized Bidders List: All phases are complete
          development teams at WSSC. Each                        and will be rolled out to bidders in steps.
     development team directly supports the needs                Step 1 -Bidders registration is now available to
      of one of the organization's main functions.               general public. Over 600 businesses registered.
                                                                 Step 2- Posting of contract opportunities.
                                                                       - Notification of contract opportunities.
                                                                Alexandria Drafting Company map page grid
                                                                 modifications - Completed January 21, 2008
                                                          – SWRs
                                                            Working on an
                                                            average of 60-70
                                                            active SWRs
                                                            daily; completed
                                                            over 44

        In addition to WSSC application systems,          – Operations
     customer and third-party vendor resources, the             Ongoing support to production systems
      division manages the delivery of the projects
       while ensuring good practices in standard        Upcoming Challenges
         System Development Life Cycle (SDLC)             – Complete Business Projects Delivery:
           methodologies. Processes are used                    FIT – Support Production Group in design & delivery
         throughout each project to deliver a high              LIMS – Requirements complete, out for bid
                      quality product.
Feb ’08 - PMO                                                                                                          16
         Delivery: Enterprise Technology Solutions

     The Enterprise Technology Solutions Division is    Achievements
                     comprised of:                        – Projects
                                                                All major projects’ requirements are solidified:
      GIS Section: manages WSSC's spatial data,                  two water mains projects, facilities information
                                                                 system and lab information system
      develops GIS applications, provides end user
                                                                Defined systems requirements and supported
       support on GIS as a business analysis and
                                                                 business team in vendor assessment and
                      mapping tool.                              selection for Customer Emergency Notification
        Web Development Section: focused on                      System (CENS)
     development of web services, portal and portlet    Upcoming Challenges
            development, and other corporate              – Complete Business Projects Delivery:
       internet/intranet development and support.
                                                                SSO – Functionality to be delivered via Small
                                                                 Work Requests (SWRs)
                                                                Small Dia. Water Mains Management – Design
                                                                Large Dia. Water Mains Management –
                                                                 Requirements definition
                                                          – Internet/Intranet Migration Project
                                                                Redesign the existing WSSC website at
                                                                 http://www.wsscwater.com to conform to a new
                                                                 look and a new architecture, with content
          Corporate Reporting & Document                         management in the hands of business units
        Management Section: implements and                – Legacy Reports Replacement
          supports various document, records                    There is a great need for data integration among
       management and decision support systems                   the disparate data sources but there is also a
                                                                 strong preference for the BI tools among certain
                  and reporting tools.
                                                                 existing users of the legacy reporting systems

Feb ’08 - PMO                                                                                                       17
         Delivery: Network Support
   The Network Support Division is directly responsible for       Achievements
     all data network and telecom systems and services,
                                                                    – Assessments
   encompassing recommendation, design, implementation                  Conducted assessments of the current data
    and support for all of WSSC's enterprise network and                  network, telecom, and telephony infrastructures
                   telephony infrastructure.
                                                                    – HP Openview ~ Network Monitoring
       The voice and data network infrastructure includes               Implemented proactive infrastructure monitoring

     routers, switches, cabling, Wide Area Network (WAN)                  products as a robust, customizable, internal
       topology, microwave network infrastructure, public                 monitoring system to replace existing end-of-life
       internet peering, Private Branch eXchange (PBX)/                   and incomplete 3rd party solutions
    Voicemail/ Automatic Call Distributor (ACD)/ Interactive        – Portal Technologies ~ Web Presentation
        Voice Response (IVR)/ Call Center management                    Implemented enabling technologies in support of

   systems and platforms. Also supported are the two-way                  e-commerce initiatives, particularly web service
       radio systems, cellular tower leasing activities, cell             load-balancing and greatly increased Internet
       phones and PDAs (personal digital assistant), and                  bandwidth capacity
                             firewalls.                             – Data Network Upgrades
                                                                           Replaced Cisco core network switch and created
                                                                            server farm switch infrastructure to support
                                                                            updated servers
                                                                           Introduced Wireless LAN (WLAN) technologies
                                                                     Upcoming Challenges
                                                                    – Network Enhancements
                                                                        Replace aging Cisco data network infrastructure

                                                                         devices at remote sites and add 2nd new core
                                                                         switch
  The Division is responsible for all projects related to data
                                                                        Upgrade and augment microwave systems to
   and voice convergence, network connectivity, remote                   provide greatly increased bandwidth
     access, network monitoring, network performance                    Complete WLAN rollout in the COB
     management and network security infrastructure.
Feb ’08 - PMO                                                                                                                 18
        Delivery: Systems Support & Operations

     WSSC's multi-platform environment consists of Intel,         Achievements
     UNIX and mainframe servers. The Systems Support             Virtualization, Citrix platform migration, Secure File Transfer
      Section (SSO) is responsible for assessing the core        Protocol implementation and database consolidation significantly
     technologies, people, and processes and developing          increased system performance, reliability, legal compliance and
      a strategic plan to mitigate high risk, high probability   operational effectiveness – in addition to saving close to $0.5 mm
     single points of failure. The Section is responsible for
                                                                      – WebSphere Deployment
     overseeing the database and server administration of
     the Intel, UNIX and mainframe computers at WSSC.                        New infrastructure to host Java enabled applications and
                                                                              build the Integration and Test environments
                                                                      – SUN SOLARIS Hardware/Software Migration
                                                                             Reduced run time and increased availability of Financial
                                                                              system, HR and General Oracle data processing
                                                                      – File Server Component Upgrades (Intel)
                                                                             Replaced obsolete components/ platform to reduce run
                                                                              time and increase availability of Financials, HR and
                                                                              General Oracle data processing
                                                                      – Storage Upgrade (NAS/SAN) & Assessment
                                                                             WSSC Data utilization and dissipation rate of disk space to
                                                                              support its core business processes without interruptions
                                                                              due to disk space issues
      SSO is responsible for 24x7x365 availability, security,
       scalability and incident response and works with the       Upcoming Challenges
        application and incident response teams on tactical           – Database and Server Consolidation projects (Phase 2)
         and long-term projects to support applications in a
           multi-platform environment. SSO oversees and               – Data Center Mainframe Upgrade (Phase 2)
             supports efforts related to backup recovery,             – Information Life Cycle Management
           performance tuning, problem determination and              – HP OpenView Implementation
        resolution, and deployment and will help to develop
           and implement Business Continuity (BCP) and
Feb ’08 - PMO
                        disaster recovery plans.                                                                                            19
         Delivery: IT Customer Support

      The IT Customer Support Division (CSD) of the
     Information Technology Team provides technical         Achievements
         and other IT related support to the 1,500
                                                              – HP OpenView ~ Service Desk
       Commission users in the Laurel headquarters
                                                                     Upgrade to HP Open View Service Center 6.2 to
           office and the other 13 depots/sites.
                                                                      allow for an integrated solution to network
      This organization is responsible for monitoring,                monitoring, asset and change management and
        maintaining and supporting all Commission                     more robust incident and service management
           desktop initiatives and operations, IT             – Commission Wide Purchase Request
       Inventory/Asset Management and IT Service
                                                                     Hardware requested to support requested/
                   Request and Delivery.                              replacement desktop component requirements
                                                                      and any necessary support and maintenance
                                                              – Asset Management (Desktop)
                                                                     Support a centralized IT asset repository for the
                                                                      ability to reconcile deployed inventory with
                                                                      authorized inventory - entire asset life cycle
                                                                      management
                                                              – Laptop and Printers Replacement
                                                                     Hardware requested to replace laptop and
                                                                      printers and any necessary support
      The group also ensures the user problems and
           resource requests are addressed as
     expeditiously and effectively as possible in order
     to maintain business criticality and functionality.

Feb ’08 - PMO                                                                                                             20
         Next Steps

            CIO View    Enterprise Architect View




Feb ’08 - PMO                                         21
                                                                            5 Year Roadmap - Getting Closer
                                                                                WSSC CORE ENTERPRISE – CURRENT STATE HIGH LEVEL – BUSINESS VIEW (DRAFT - 3/12/2007)



                                                                                                                                                                                                                                                                                          Assessment

                                                                                                                                                                                                                                                                                                                                             
                                                                           Financial Information System                                                                                              Customer Services Information
                                                                                        (FIS)
                                                                                                                                         Sends financial information on Rate Payer Water/
                                                                                                                                                          Sewer Collection
                                                                                                                                                      (Account Receivables)
                                                                                                                                                                                                               System
                                                                                                                                                                                                                (CSIS)
                                                                                                                                                                                                                                                                                          Information
                                                                                                                                                                                                                                                                                            System                                                        We identified our most limiting issues
                                                                                                                                                                                                                                                                                              (AIS)
                                                                                                                                                                                                                                                                                                                                                          and shortcomings:
                                                                                                 Remit Permits




                                                                                                                                                                                         r
                                                                                                                                                                            y e r Pa y e




                                                                                                                                                                                                       Validates Customer
                                                                                                                                                                                                       Information (Meter)
                                         Manually enter Fuel Expense and




                                                                                                  Collection




                                                                                                                                                                         Pa
                                                                                                                                                                      ate Rate
                                                                                                                                     D                             w R nt
                                                                                                                                                                                                                                                                                                                                                             –          A reactively grown, fragmented
                                            Trip Rental through ADI




                                                                                                                                                              Ne curre
                                                                                                                                                                  te
                                                                                                                                                            g ula
                     Send Depreciation




                                                                                                                                                       Re
                        Information




                                                                                                                                                                                                                                                                                                                                                                        systems and applications landscape,
                                                                                                                                                 R
                                                                             Permit Processing Information
  Perform account
  validation in GL




                                                                                        System
                                                                                        (PPIS)                                                                     Maintenance Management                                                           Get Sewer Assets
                                                                                                                                                                                                                                                       Information          Sewer Model System
                                                                                                                                                                                                                                                                                                                                                                        that evolved in response to daily
                                                                                                                                                                    A
                                                                                                                                                                      Information System
                                                                                                                                                                            (MMIS)
                                                                                                                                                                                                                                                    GIS
                                                                                                                                                                                                                                                                                  (SMS)
                                                                                                                                                                                                                                                                                                                                                                        pressures but not along a planned
                                                                                                                                                                                      F
                                        Movable                                                                                                                                                                                                Geo-Spatial View                                                                                                         path.
                                                                                                                                                                                                                      Extracts Part Number
                                                                                                                                                                                                                      and Cost Information
                                                                                                                 Fleet Maintenance and
                                         Asset
                                                                                                                  Management System
                                                                                                                                                                                              T
                                      Information
                                                                                                                         (MEIS)                                    Ma
                                     System (MAIS)                                                                                                                PO nuall
                                                                                                                                                                    & In y en
                                                                                                                                                                        ven ter
                                                                                                                                                                           tory serv
                                                                              Update Asset Changes
                                                                                                                                                                               Re ice
                                                                                                                                                                                 cord                                                                                                                                             WSSC CORE ENTERPRISE – FUTURE STATE HIGH LEVEL - BUSINESS VIEW (DRAFT - 3/12/2007)

                                                                                 Compass Work Order
                                                                                                                                                     Sends service PO &                                                                                           Validates Account No. from GL                                                                                                                 SEAMLESSLY AUTOMATED AND INTEGRATED SYSTEMS
                                                                                 Management System                                                    Inventory Record                               MAPS System                                                 Sends inventory Information to GL

                                                                                    (COMPASS)




                                                                                                                                                                                                                                                                                  · Customer Relationship
                                                                                                                                                                                                                                                                                                                Customer Services Information System             Assessment Information System
                                                                LEGEND                                           Work Order Management                                            Asset Management                                           Inventory Control                                 Procurement                     (CSIS)                                        (AIS)
                                                                                                                                                                                                                                                                                                                                                                                                          Customer Relationship

                                                                                                                                                                                                                                                                                    & Information
                                                                                                                                                                                                                                                                                                                                                                                                           Management System

                                                                                                                                                                                                                                                                                    Management
                                                                                                                                                                                                                                                                                                                                                                                                                 (CRM)

                                                                                                                                                                                                                                                                                                                                     Permit Processing Information System

                        We strategically planned how to




                                                                                                                                                                                                                                                                                                                                                                                                                                                Geo-Spatial View
                                                                                                                                                                                                                                                                                                                                                    (PPIS)




                                                                                                                                                                                                                                                                                                                                                                                                                                                     GIS
                                                                   effectively change the landscape




                                                                                                                                                                                                                                                                                                                                                                                  D




                                                                                                                                                                                                                                                                                                                                                                                                                                                                   Business Intelligence
                                                                                                                                                                                                                                                                                                                                                                                                                                                                    Decision Support &
                                                                                                                                                                                                                                                                                                             Maintenance Management Information System          Sewer Model System
                                                                                                                                                                                                                                                                                · Work Order Management




                                                                                                                                                                                                                                                                                                                                                                                           R
                                                                   for optimal support to our                                                                                                                                                                                                                                 (MMIS)
                                                                                                                                                                                                                                                                                                                                                     GIS
                                                                                                                                                                                                                                                                                                                                                                      (SMS)
                                                                                                                                                                                                                                                                                · Asset Management




                                                                                                                                                                                                                                                                                                                                                                                              A
                                                                                                                                                                                                                                                                                                                                               Geo-Spatial View                                        Enterprise Asset Management
                                                                                                                                                                                                                                                                                · Inventory Control




                                                                   business:                                                                                                                                                                                                                                                                                                                                      System




                                                                                                                                                                                                                                                                                                                                                                                                   F
                                                                                                                                                                                                                                                                                · Procurement




                                                                                                                                                                                                                                                                                                                                                                                                                   (EAM)




                                                                                                                                                                                                                                                                                                                                                                                                   T
                                                                                                                                                                                                                                                                                                             Work Order Management              Fleet Maintenance and
                                                                             – A proactive implementation plan that                                                                                                                                                                                                 System
                                                                                                                                                                                                                                                                                                                  (COMPASS)
                                                                                                                                                                                                                                                                                                                                                 Management System
                                                                                                                                                                                                                                                                                                                                                        (MEIS)
                                                                                                                                                                                                                                                                                                                                                                               MAPS System
                                                                                                                                                                                                                                                                                                                                                                                 (MAPS)


                                                                               supports immediate needs and
                                                                               builds the foundation for future.
                                                                                                                                                                                                                                                                                Management


                                                                                                                                                                                                                                                                                Management




                                                                                                                                                                                                                                                                                                                                                                                                          Enterprise Resource Planning System
                                                                                                                                                                                                                                                                                Resources
                                                                                                                                                                                                                                                                              · Financial




                                                                                                                                                                                                                                                                                                                                                            Financial Information System                                 (ERP)
                                                                             – We started to move along the plan,
                                                                                                                                                                                                                                                                                                                             HRMS
                                                                                                                                                                                                                                                                              · Human




                                                                                                                                                                                                                                                                                                                                                                         (FIS)


                                                                               with footprints already in place.
                                                                                                                                                                                                                                                                                                                                                                                                                   Hosted Solutions
                                                                                                                                                                                                                                                                             · Telco / Network
                                                                                                                                                                                                                                                                             · Databases



                                                                                                                                                                                                                                                                             · Reporting




                                                                                                                                                                                                                                                                                                              IT Infrastructure       IT Infrastructure    IT Infrastructure   IT Infrastructure
                                                                                                                                                                                                                                                                             · Systems




                                                                                                                                                                                                                                                                                                                                                                                                                            IT Infrastructure
                                                                                                                                                                                                                                                                             · Web




Feb ’08 - PMO                                                                                                                                                                                                                                                                                                                                                                                                                                                                              22
         AAI#7: ERP/EAM Implementation Plan (Draft)
               5 Year Phased Enterprise Resource Planning and Asset Management Implementation
                 –   Phase 0 : 11.5.10 Technical Upgrade, Phase Planning, Requirements Definition etc.
                 –   Phase 1 : Replace legacy Compass and TAMS/O Systems with WAM (Work & Asset Management),
                     OTL (Oracle Time & Labor), INV (Oracle Inventory)
                 –   Phase 2 : Replace legacy MAPS & CSIS systems with CCB (Customer Care & Billing), BI (Business Intelligence) Extract,
                     iSupplier, iProcurement, PUR (Purchasing)
                 –   Phase 3 : Implement Projects, EBP (Enterprise Budgeting & Planning) Modules


          Fiscal Year 2008           Fiscal Year 2009            Fiscal Year 2010             Fiscal Year 2011             Fiscal Year 2012

           Phase 0
        Implementation                               Phase 1
                                          Phase 1a                Phase 1b
                                                Implementation
                                       WAM                     COMPASS
                                       OTL                     TAMS/O
                                       INV
                                                                                               Phase 2
                                                                      Phase 2a                      Phase 2b                Phase 2c
                                                                                          Implementation

                                                               CCB &                               MAPS                 Adjustments &
                                                                BI Extract                          CSIS                 Improvements
                                                               iSupplier
   Legend:                                                     iProcurement                                                Phase 3
    Modules to be implemented                                 PUR                                                      Implementation
    Legacy systems to be retired
Feb ’08 - PMO                                                                                                                                 23

								
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