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					Department of Human Services
 Office of Information Services
     18-Month Business Plan
   September 2005 through February 2007




              August 8, 2005
                                           II. Start at the End
                         How will your cluster look/be different in February 2007?




                   People, Process and Technology are the triad that
                       embody organizational success. To meet
                    departmental requirements and client needs, the
                   people, processes and technology within OIS need
                                  to be transformed.
OIS 18-Month Business Plan – August 2005             2                               8/8/2005
                                           II. Start at the End
                         How will your cluster look/be different in February 2007?


                                    Five major OIS initiatives:


                       Improved Customer Service

                       Process and Performance Improvement

                       Modernized Applications

                       Proactive IT Planning and Investment

                       Support of Statewide Initiatives




OIS 18-Month Business Plan – August 2005             3                               8/8/2005
                                           II. Start at the End
                         How will your cluster look/be different in February 2007?

   The Office of Information Services will provide:

    Improved Customer Service
        Proactive vs. reactive
        Adaptable, flexible, and responsive

    Process and Performance Improvement
        Documented, standardized, and repeatable
        Integral component of all projects
        Performance measures

    Modernized Applications
        Increased user efficiencies
        Improved data quality
        Increased and managed accessibility
        Shared opportunities (data and services)




OIS 18-Month Business Plan – August 2005             4                               8/8/2005
                                           II. Start at the End
                         How will your cluster look/be different in February 2007?

   The Office of Information Services will provide:

    Proactive IT Planning and Investment
        DHS Mission drives IT investments
        Methodology and processes for portfolio management are being established
        Investing in staff skills transformation to meet business requirements

    Support of Statewide Initiatives
        Leadership role in statewide governance
        Principle partner in statewide enterprise efforts
        Collaboration with local government and other partners
        Focus on shared services and leveraged opportunities




OIS 18-Month Business Plan – August 2005                5                            8/8/2005
               III. How will you accomplish the ends you identified?
                       Tactics you plan to adopt to meet the ends you’ve identified


     Improved Customer Service: Quality, adaptable, and responsive
     customer service
          Align OIS services with business objectives to ensure the IT infrastructure supports
           the business clusters
          Implement standard processes focused on IT services
          Establish Help Desk as consolidated Service Desk (i.e., one stop shop for customers)
          Attend Customer Service training - all OIS staff (such as “IT as a Service
           Organization”)
          Simplify and modernize our desktop environment
          Align resources to support and forecast needs




        Links to Governor’s Initiatives
              Sustainability in Government – Use of IT Infrastructure Library (ITIL) framework and
               documented, standardized, and repeatable processes


OIS 18-Month Business Plan – August 2005                 6                                            8/8/2005
              III. How will you accomplish the ends you identified?
                       Tactics you plan to adopt to meet the ends you’ve identified


     Implement Process and Performance Improvement: Documented,
     standardized, and repeatable processes; performance measures
          Document and standardize processes within OIS
          Develop customer support plan
          Act as an incubator for Business Process Engineering, Organizational Change
           Management, and Project Management methodologies in DHS
          Incorporate process engineering and change management into projects (IT and business)
          Establish IT Performance Measures


     Links to Governor’s Initiatives
          Regulatory Streamlining – Process engineering and change management is an integral
           part of all projects
          Sustainability in Government – Documented, standardized, and repeatable processes




OIS 18-Month Business Plan – August 2005             7                                          8/8/2005
              III. How will you accomplish the ends you identified?
                       Tactics you plan to adopt to meet the ends you’ve identified

    Modernize Applications: Increased user efficiencies and improved data
    quality. The following projects are the planned major applications:
         Medicaid Management Information System (MMIS)
         Statewide Automated Child Welfare Information System (SACWIS)
         License 2000 (L2K)
         Hospital Management System
         Electronic Death Registry System (EDRS)
         Express Payment and Reporting System (eXPRS)
         Pharmacy System
         Integrated Client Database (ICDb)
         Oregon ACCESS
         Electronic Document Management


    Links to Governor’s Initiatives
         Regulatory Streamlining – Modernization and consolidation of applications, increased user
          and system efficiencies, increased data sharing and quality
         Kid’s First – Support of Children and Families and Health Services initiatives such as
          SACWIS and Family and Child Module
         Methamphetamine and other health issues – Support of Health Services initiatives
         Quality of Life – Support of Public Health investments that monitor water and air quality
OIS 18-Month Business Plan – August 2005              8                                               8/8/2005
              III. How will you accomplish the ends you identified?
                       Tactics you plan to adopt to meet the ends you’ve identified


     Proactive IT Planning and Investment: Effective and collaborative
     IT governance
          Establish and implement IT capital planning and investment processes
          Participate with Children, Adults and Families to develop a Policy Option Package for
           a new integrated self-sufficiency application
          Joint IT planning session with Public Health
          Adopt portfolio management methodology
          Define IT Enterprise Architecture


     Links to Governor’s Initiatives
          Sustainability in Government – Proactive IT planning and investment processes
          Regulatory Streamlining – Participation in enterprise Portfolio Management
          Hunger Agenda – Policy Option Package for a new integrated self-sufficiency application




OIS 18-Month Business Plan – August 2005                  9                                          8/8/2005
              III. How will you accomplish the ends you identified?
                       Tactics you plan to adopt to meet the ends you’ve identified

     Support Statewide Initiatives: Principle partner in statewide
     enterprise efforts including:
          State Data Center to provide a fully consolidated network and computing environment
          Portfolio Management
          Asset Management
          eGovernment
          Enterprise IT Security
          Statewide IT Performance Measures

     Links to Governor’s Initiatives
          Sustainability in Government – Leadership role in statewide enterprise initiatives as well as
           membership and active participation in the CIO Council and CIO Management Council
          Regulatory Streamlining – Participation in the State Data Center, enterprise eGovernment and
           Portfolio Management
          Methamphetamine and other health issues – Participation in statewide GIS effort
          Education of the Workforce – Collaborating with DHS Training Unit and the Oregon University
           System to develop distributive learning strategy and leverage the OUS infrastructure

OIS 18-Month Business Plan – August 2005               10                                             8/8/2005
                              IV. Identify Milestones along the way
                     How will you/we know that you’re on track 6 months out? 12?

        OIS Business Plan was finalized and adopted in January 2005 and
         presented to the DHS Cabinet, clusters, ISMs, Legislature, and other
         partners
        OIS established a process and tools to implement and monitor the
         Business Plan:
               Strategy Map
               Strategy Navigator
               Tactical Navigator

        All OIS units have developed Strategy & Tactical Navigators that are
         aligned to the OIS Business Plan and are reviewed monthly by the OIS
         Executive Staff
        Efforts and initiatives with strategic significance to the department are
         included in the OIS Quarterly Report to Cabinet


OIS 18-Month Business Plan – August 2005          11                                 8/8/2005
                   IV. Identify Milestones along the way
                          How will you/we know that you’re on track 6 months out? 12?
                                         Office of Information Services
                                                                                                              Budget & Administrative
                                                                                                                     Services
  2005-07 Agency Request Budget                   Chief Information Officer                                       Shawn Jacobsen
          386 Permanent Positions                        Bill Crowell
         288   ISS Technical                                                                                       Policy & Planning
          44   Management
                                                          Deputy CIO
                                                                                                                      Dennis Wells
          28   Professional Technical                    Rick Howard
          16   Support
                                                                                                                Project Mgmt Office
                                                                                                                  Stacey Harrison
                        Executive Assistant
                        Jane Malecky-Scott                                        OIS Admin                         Business Process
                                                                                                                     Engineering
                                                                                                                     Wayne Herrli


    Network &                 Strategic Systems    Applications Maintenance     Customer Service       System
 Computing Services               Initiatives             & Support                & Support         Architecture
      Jim Long                  Debra Herrli       Barbara Woods (interim)       Aaron Karjala      Ed Klimowicz
Network Services           Major Projects           CAF                     Desktop Maintenance  Application Architecture
Computing Services            MMIS                  SPD                      & Support            Data Resources Management
                               SACWIS                HS                      Help Desk            QA & Testing
                               HIPAA                 DWSS                    End-User Training
                               L2k                   FPA                     Change Management
                               eXPRS                 End User Computing      IT Asset Management
                               EDRS
                               Hospital System
                                Replacement

OIS 18-Month Business Plan – August 2005                             12                                                       8/8/2005
                                            IV. Identify Milestones along the way
                                                Sample – Strategy Navigator tool used in OIS
     Date: 3/18/05           Name: Ed Klimowicz/Barb Woods                                          VISION                                               KEY INITIATIVES
                                                                          What we want to be                                             Link to CSFs. Rate Importance +1 to +5. Category:
     Organization: DHS/OIS System Architecture (SA)
                                                                           An integrated, service-oriented Information technology        Financial (F),Customer (C),Customer Intimacy (CI),
           CURRENT BUSINESS CONDITIONS                                     architecture that accommodates changing business needs.       Product/Service Leadership (PL or PSL), People (P)
    External Conditions Affecting the Organization                         Technical leadership based on providing the best solutions                                        CSF Rate Category
                                                                           that is aligned with the business vision.                       1. Technical and behavioral trng,    2    5      P
      No DHS Business Strategic Plan;                                                                                                      career planning for staff
      Diverse customers;                                                                     MISSION                                                                            2    2      P
                                                                                                                                           2. Management training
      Rapidly changing technology;                                        How will we accomplish the vision                                                                         1-
      Federal & State Political & Legislative Directions                                                                                   3. Workgroups for SA processes       3          PSL
                                                                           Providing leadership & technical expertise in development,                                                4
                                                                           implementation and management of information technology         4. Strategy initiatives:                 2-
     Organization Resilience:          High     Medium             Low                                                                                                          4          PSL
                                                                           architecture in support of the DHS Mission.                     integration, metadata, EA, etc            4
                CURRENT POSITION ANALYSIS                                                                                                                                     4    2    PSL
                                                                                                                                           5. SA Blue Print
                   POINT OF DEPARTURE                    Rate +1 to +5                     CORE VALUES                                                                        4    4    PSL
                                                                          The guiding factors for everyday work                            6. Open Source exploration
     Positive                                            Str         Op
                                                                           Creativity                                                      7. SA Awareness, Engagement        1    5     C
    1      Transformational plan for SA                  +4                Honesty                                                         points, EA governance process
           Strong cluster business knowledge             +4                Openness                                                                                          3,
    2                                                                                                                                      8. ETL/ ICDB                            4     C
                                                                           Collaboration                                                                                     4
    3      Wealth of data to be leveraged                            +5    Opportunity                                                     9. Security                       4     3    PL
    4      Exploration of Open Source                                +4    Leadership                                                                                         3    2    PL
                                                                                                                                           10. Tools (ETL, data access)
                                                                           Accountability
    5      ‘Buy before build’ policy                                 +5    Trust                                                           11. Data admin processes           3    3    PSL
                                                                           Excellence
                   POINT OF DEPARTURE                     Rate -1 to -5
     Negative                                       W          T     B                                                                                        KEY METRICS
           Architecture knowledge                   -2                              CRITICAL SUCCESS FACTORS                             Link to CSFs. Lead (LD), Lag (LG) Category: Financial
    1
                                                                          Must do to succeed                                             (F), Customer (C), Customer Intimacy (CI),
    2      Lack of DHS Business Plan                                 -5                                                                  Product/Service Leadership (PL or PSL), People (P)
                                                                            1. Define role of System Architecture                                                         CSF LD/LG Category
    3      Staff skills                             -2                      2. Staff skill levels must be transformed
    4      Lack of standard methodologies           -3                      3. Create foundational SA processes
    5      Lack of integrated data                  -3                      4. Perform technical planning and strategy

         ENVISIONED FUTURE / POINT OF ARRIVAL
    Data based statements 5 years from now                                             Adequacy of Current Position
        Enterprise architecture & stds exist. Technical decisions are
        driven by business strategy. Clear understanding of roles and     Good +5     +4    +3 +2 +1        -1 -2 -3 -4 -5 Not
        responsibilities across OIS.                                                                                              Good
OIS 18-Month Business Plan – August 2005                                                         13                                                                                8/8/2005
                                                            IV. Identify Milestones along the way
                                                                   Sample – Tactical Navigator tool used in OIS

                                                                                                                                                      B=begin, E=end




                                          Initiative


                                                       Cabinet
                                                        Rpt to
    Category         Type         Unit                                                       Activity Description                                  2005            2006
                                                                                                                                               Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4                    Status
                                                                 AMD modification: Work with CSS to develop modified AMD/update
                                                                                                                                                   B    x    E
    Processes     Cust Service    Admin   01            Y        facilities request form                                                                                        In Progress (DHS Initiative)
                                                                 BPE function plan: Create a BPE function plan that is integrated with OIS
                                                                                                                                                       B     E
    Processes     Plng & Gov      BPE     02            Y        business plan                                                                                                         In Progress
                                                                                                                                                                                         Complete
                                                                 Business case template: Develop business case template for use in IT          B   E                         (Template, executive summary, &
    Processes     Plng & Gov      P&P     01            Y        investment planning                                                                                             checklist are complete.)
                                                                 Business change management plan for SSI projects: Develop Business
                                                                                                                                                       B     x   E
    Processes     Operational     BPE     02            Y        Change Mgmt Plan & processes for SSI projects transition to the business                                              In Progress
    Customer     Cust Relations    CSS    04            Y        Catalog of OIS services: Create OIS service catalog                                   B     x   x   E                    Planned
                                                                                                                                                                                         Complete
                                                                                                                                                   B   E                      (Detail design presentations to
    T echnical    IT Init SW      NCS     02            Y        CNIC architecture: Determine CNIC architecture                                                                CNIC steering com underway)
                                                                 CNIC migration plan for OIS applications & data: OIS plan to move
                                                                                                                                                   B    x    E
    Processes     IT Init SW      NCS     01            Y        applications & data to data center                                                                                    In Progress
    T echnical    IT Init SW      NCS     04            Y        CNIC OIS move to data center: OIS physical move to state data center                            B   E                   Planned
                                                                                                                                                                                       In Progress
                                                                                                                                                   B   E
    T echnical    IT Init SW       SSI    05            Y        CNIC: DHS CNIC project plan complete for applications move                                                    (Planning is 50% complete.)
                                                                                                                                                                                       In Progress
                                                                 CSS customer packet: Will include high-level descriptions of CSS units, &     B   x   E                         (1st draft ready for CSS
    Customer     Cust Relations    CSS    04            Y        primary contacts to be distributed by CSS managers during customer visits.                                     management team review)
                                                                 Develop BPE presentation Phase 1: Presentation to provide high-level vision
                                                                                                                                                       B/E
    Customer     Cust Relations   BPE     04            Y        of BPE unit and role                                                                                                  In Progress
                                                                 DHS OIS Project Manager skills inventory assessment and development
                                                                 plan: Develop Project Manager Skills Inventory Assessment and create                  B     E
      Staff      Mgmt Resource    PMO     04            Y        development Plan ( with SSI, AMS involved)                                                                             Planned
                                                                                                                                                                                        Planned
                                                                                                                                                       B/E                     (Scheduled for August 20 –
    Processes     Plng & Gov      NCS     01            Y        Disaster recovery testing: Disaster recovery test with DAS & ODOT                                              ODOT has dropped out.)
    T echnical    IT Init DHS      SSI    05            Y        EDMS: EDMS system implemented                                                         B     x   x   x   E             In Progress




OIS 18-Month Business Plan – August 2005                                                                        14                                                                               8/8/2005
                                   IV. Identify Milestones along the way
                                                    Sample – OIS Quarterly Report

                                                                                             2005
                  Activities to be completed Q3 2005                            Unit                                         Status
                                                                                       Q1   Q2   Q3    Q4

                                                                      Customer Service
     Satellite service centers: The satellite service centers provide field
     liaisons for asset management coordination and dispatch for Service                                                      Complete
     Desk tickets.                                                               CSS                        (14 people distributed to handle asset mgmt)
     Service Desk Consolidation Plan: The Help Desk will transition to
     a central point for all customer-related inquiries and requests for OIS.
     This plan will provide the roadmap for the transition.                      CSS             Pln                          Planned

                                                               Planning and Governance
     Disaster recovery testing: Disaster recovery test with DAS &                                                           Planned
     ODOT                                                                        NCS             Pln                (Scheduled for August 20)
     Enterprise architecture 1 year plan: Develop the first iteration of
     the tactical plan for aligning the technology environment with the
     business initiatives.                                                       SA         + +                             In Progress

     Review of mobile computing / Blackberry: Review of standards                                                           In Progress
     around mobile computing / Blackberry. Strategies to be identified                                      (Blackberry business case to be presented to
     and recommended.                                                            P&P   + + +                              ITGC in Aug.)

                                                                   Project Management
     SDLC framework: Draft guidelines for a Systems Development
     Life Cycle framework to provide high-level view of business
     requirements and documentation.                                             PMO        + +                             In Progress
     Project initiation definition: Define how a project gets initiated.
     Modify DHS PMO Project Initiation process to align with new release
     of PMBOK.                                                                   PMO        + +                             In Progress


OIS 18-Month Business Plan – August 2005                                        15                                                              8/8/2005
                                           V. Integration
      Where, if at all, is the intersection with your efforts & the efforts of another cluster?



           As a department-wide support service, OIS will work
          collaboratively to understand the business drivers and
         help define critical success factors to determine how we
         can most effectively and efficiently support those efforts.


         OIS is committed to providing products and services that
                    contribute to the DHS mission.




OIS 18-Month Business Plan – August 2005          16                                          8/8/2005

				
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