CYSSC - Cluster 2.0Partner Management Final Deliverable

High Sensitivity

Sep 2, 2011

Cluster 2.0 Project Team

Cluster 2.0 – Partner Management Final Deliverable

HIGH SENSITIVITY

2

Contents

Topic Description Slide

Partner Management Overview Description of what Partner Management encompasses 3

Functional Model The functional model for Cluster 2.0, highlighting the Partner Management functions 4

Functional Level Interaction Model Models that show how the Partner Management function interacts with key stakeholders 6

Partner Management Responsibilities for Project Managers

Changes to the role profile for Project Managers based on the Partner Management function 7

Cluster 2.0 – Partner Management Final Deliverable

HIGH SENSITIVITY

3

Partner Management overview

• In the context of Cluster 2.0, Partner Management consists of 4 key components:• Contract Management • Delivery Management

• Project Managers skilled up to manage external partners (external to CYSSC but may still reside within the OPS and/ or external to OPS), would include MAPs initiatives

• Application Support (for live applications)• Performance/SLA Management

*Note: the ITS relationship is considered outside of the scope of Partner Management at this point in time

Cluster 2.0 – Partner Management Final Deliverable

HIGH SENSITIVITY

CYSSC Cluster 2.0 Functional Model

*Formerly Assembly Lines; the applications listed are not intended to be a definitive list, the purpose of the functional model is to identify the activities that will be performed and not necessarily the specific applications used to perform them**Includes IVR/Telephony Operations which should be redeployed elsewhere within the OPS

Operations

Strategy

Fiscal Planning

Operational, Financial, & Capital PlanningCluster Reporting(Financial, FTEs)

Controllership

Controllership(Financial, FTEs)

Procurement Asset Management

Admin Resources Accommodations

Strategic Business Relationship Management

Client Communications

Solutions Marketing

Strategic Planning & Forecasting

Customer Service

Account Management

Advisory, Consulting & Business Analysis

Intake

Strategic Prioritization and Intake

Supply Analysis & Forecasting

Business Analysis

Client Report Card & Metrics

Idea Prioritization & Triage

Service Support

Incident Management

Problem Management

Release Management

Change Management

24x7 Application Support (Tier 2)

Delivery Project Support

Operations**

Information Management

Performance Tuning DB Maintenance

Bus Continuity & Disaster Recovery

Cluster Strategy

Enterprise & Reference Architecture

Governance

Technology Innovation Strategic Planning & Forecasting

Strategic Projects

People Strategy

Enterprise Resource Management

Liaise with HR/ Employee Relations

Workforce Planning & Succession Management

Communications

Employee Engagement

Internal Cluster Support

ITS (external to CYSSC)

Vendor

Management SLA Management

Infrastructure Design & Network

Infrastructure Project Support

Tier 1 Support Physical Asset Management

Solutions DeliveryTechnology Build Centres*

Lean Competency Centre

Performance Monitoring & Reporting

Delivery Excellence(Methods, tools & standards)

Training/ Coaching Lean

Cluster-Wide Improvements

Supply/ Demand Analysis

Oracle eBS Cognos

OpenTextInformatica

CURAM Siebel

Accessibility COE

Accessibility CoE

Value Stream Management

Change Management

Testing & QA

Training & Knowledge Transfer

Solution Analysis & Design

Configuration (Development) Estimation

Fit Gap Analysis (Detailed)

Integration Configuration Management

Project Management

Data Conversion Security & Privacy

Maintenance Solution Architecture

Release Management

Partner Management

Solution Roadmaps Dashboard Dev.

Release Planning

Portfolio Management

Solutions Delivery

Partner Management

Contract Management

Application Support

Delivery Management

Performance/SLA Management

Strategic Procurement

WebSphere Legacy Systems

Governance & Advisory

Cluster 2.0 – Partner Management Final Deliverable

HIGH SENSITIVITY

Partner Management consists of a number of sub-functions

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• Partner Management

Delivery ManagementEvaluates ongoing business relationship with partners. Coordinates and manages Cluster

interactions with partners and looks for synergies and efficiencies in delivery (incl. MAPs vendors)

Application SupportIdentifies need for partner involvement to address an application support issue and coordinates the

response

Contract ManagementResponsible for negotiating contracts with

partners and for maintaining and administering the contracts in a contract management

repository

Performance/SLA ManagementResponsible for negotiating Service Level

Agreements and ensuring that they are met through monitoring, reporting on service levels

and confirming information is available for regular customer reviews

Strategic ProcurementResponsible for representing the cluster in OPS/ MGS procurement process; develop and foster

relationships with Corporate Supply Chain Management to ensure alignment of cluster/

ministry priorities/ needs

Governance & AdvisoryRepresent ministry/ cluster priorities and interests on relevant OPS COE Steering

Committees

Cluster 2.0 – Partner Management Final Deliverable

HIGH SENSITIVITY

A high level view of the Partner Management function in action

6

Partner Management

Ongoing relationship management with key partners. Looks for synergies and efficiencies in portfolio delivery (delivery and financials). Works with PMs to confirm day-to-day partner management is effectiveKey interactions: Project Directors, PMs, Project Controllers

Coordinate procurement and contracting activities and solicit input into the development of the SLAs and performance measures to be incorporated into contractsWould also include financial reporting and tracking Key interactions: Head, Contract Analysts, Procurement, Financial Controller

Provides BRM function with key statistics (performance, SLAs) with regards to delivery to support the cluster’s ability to progress from order taker through to Trusted AdvisorKey interactions: Senior BRM, broader BRM team

Strategic BRM MAPS ProjectsWorks with Value Stream leads to manage ongoing relationship with partners and confirm they are effective. Coordinates outreach to partners as requiredKey interactions: Head, Senior Managers, Value Stream Managers, Dev Teams

Solutions Delivery

Need to understand technology innovation agenda of Cluster Strategy function to confirm relationships evaluated and participate in putting them in place (with Procurement/ICS ). May need to coordinate with People Strategy/Enterprise Resource Mgmt to confirm CYSSC staff have acquired unique skills from partners (managed knowledge transfer)Key interactions: Cluster Strategy function

Cluster and People Strategy

Ongoing measurement, management of and reporting on Performance and SLAs. Coordinate outreach to partners in the event of an application support issue or transition to Operations issueKey interactions: Head, Operations, SM, Operations Team, Tier 2 Support

OperationsInternal Cluster Support

Ongoing relationship management with Corporate Supply Chain Mgmt to ensure alignment with cluster/ ministry priorities relative to OPS procurement e.g., CuramKey interactions: Corporate Supply Chain Management/ MGS

MGS/ Corporate Supply Chain MgmtRepresent ministry/ cluster priorities and interests on relevant OPS COE Steering CommitteesKey interactions: COE Steering Committees

COEs

Cluster 2.0 – Partner Management Final Deliverable

HIGH SENSITIVITY

Partner Management responsibilities for Project Managers

7

Changes to the Project Manager Role Profile

Project Manager PM Profile