FY 2016 Quarter One Performance Report

FY 2016 Quarter One

Performance Report

July 1, 2015 through September 30, 2015

Darryl Ackley

Cabinet Secretary

Jacqueline Miller

Deputy Secretary

361 Department of Information Technology FY2016 Q1 Performance Measure Report

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Department of Information Technology - 361

The purpose of the FY2016 Quarterly, Performance Report (Report) is to apprise the Department of

Information Technology (Department) Performance Monitoring Plan (Plan) for each of the program

areas. The Department’s Plan includes the definition, source of data and methodology to capture and

analyze the data. The Plan also describes the validation and reliability process to ensure the data is

accurate and repeatable.

The Department was created by legislation enacted in the 2007 Legislative Session. The Department

began operations July 1, 2007 and as a new Department established new performance measures.

As the State of New Mexico (State)’s provider for enterprise Information Technology (IT) services, the

Department is working across the State with all executive agencies (agencies) to improve services and

better facilitate efficient and responsive government for New Mexicans. This Plan is a continuation and

progression of core IT measurement practices; balancing the cost of and demand for IT resources;

delivering enterprise services that match or beat the cost and quality of those services offered in the

open market; and investing in IT projects that enhance and support IT services.

For Fiscal Year 2016 the majority of the performance measures remain the same from the previous

year. However with the recommendation from the Department of Finance Administration (DFA) and

the Legislative Finance Committee (LFC) to reduce the amount of measures, four performance

measures were discontinued. For Program Support all the performance measures remained

unchanged; for the Compliance and Project Management Program two performances measures had a

word change and one was discontinued; and for the Enterprise Services Program three performance

measures were discontinued, two had a word changes, and two were replaced with a revised

performance measure. This Report summarizes the Department’s performance across these three

programs for Fiscal Year 2016. The annual measures included in the Plan will not be reported until the

fourth quarter.


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Performance Measure Status

For each of the performance measures, in this report, a color coded status is presented. The color

coding, green, yellow or red is based on the percentage of the target being reported on either a

quarterly or annual basis:

Green 80% to 100% of the performance target or exceeding target.

Yellow 70% to 79% of the performance target.

Red 0% to 69% of the performance target.


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Program Area: Program Support (P771)

The Program Support Division provides leadership, guidance and administrative services to the

Department in support of its mission to provide state of the art information processing, radio,

information technology contract review and telecommunication services to agencies statewide.

Program Support includes the Office of the Secretary and the Administrative Service Division. It is

responsible for the Department’s direction, administrative policies and procedures, human resources,

budget, financial management, general ledger, accounts receivable and payable, as well as purchasing

and contractual support. Additionally, the Program Support program is responsible for establishing a

cost recovery model and developing fair rates for services provided by the Department.

Program Budget and Full Time Employee (FTE):

The Program Support Program area has 34 FTE and the following budget:

Budget Category Total

(Thousands)

Salaries and Benefits $2,871.2

Contractual $40.0

Other $256.6

Other Financing Uses $0.00

Total $3,167.8

Performance Measures:

PERFORMANCE MEASURE 1 - Percent of Audit Corrective Action Plan Commitments Completed on Schedule (Annual)

This measure will be reported in FY16 Q4.

PERFORMANCE MEASURE 2 - Percent of Accounts Receivable Dollars Collected Within Sixty Days of the Invoice Due Date

The Department is the enterprise IT service provider for agencies. Invoices are generated and

delivered to agencies on a monthly basis for services rendered. This measure tracks the timeliness of

customer agency payments to the Department. Agencies bills are measured with a sixty day period for

the receipt of payment from the invoice date.


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This quarter’s performance measure indicates the results of the Accounts Receivable section of the

Administrative Services Division (ASD) efforts that continue to refine and implement processes;

particularly around collections; to improve accounts receivable balances. The Department is cognizant

of the difficulties that it faces collecting accounts receivables consistently during the fiscal year within

sixty (60) days of the invoice date. However, billed agencies vary in their speed of payment as

demonstrated in the graph below. Overall agencies are forthcoming with their financial obligations to

the Department. In FY2016 the first quarter had a decline from the previous quarter with the reported

74% payments collected. However, in comparison to the FY2015 quarter one this metric has a

significant improvement of 40%. The result reflects a status of green for the performance measure.

Data Reported: Quarterly FY2016

Target: 75%

Status: Green

Data Source: Invoice Aging Reports

PERFORMANCE MEASURE 3 - Dollar Amount of Account Receivables Over Sixty Days

This performance measure provides the cumulative total dollar amount of accounts receivables over

sixty days; which was $1,592,909 for FY2016 Quarter One. This result reflects that the Department has

met and is significantly below the target amount of $7.5 Million. In this quarter the accounts receivable

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

FY15Q3

FY15Q4

FY16Q1

% Collected 60 Days 36% 37% 46% 62% 66% 90% 95% 80% 34% 53% 55% 81% 74%

Per

cen

tage

Accounts Receivable Dollars Collected Within 60 Days of Invoice Due Date


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dollars were reduced more than $2.7 Million from last quarter. This result reflects a status of green for

the performance measure.


Target : $7.5M

Status: Green

Data Source: Invoice Aging Reports

PERFORMANCE MEASURE 4 – Percent of Mainframe Services Meeting Federal Standards for Cost Recovery (Annual)


PERFORMANCE MEASURE 5 – Percent of Voice, Data and Radio Services Meeting Federal Standards for Cost Recovery (Annual)


$-

$2.00

$4.00

$6.00

$8.00

$10.00

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

FY15Q3

FY15Q4

FY16Q1

Millions $6.3 $8.1 $8.5 $5.3 $5.9 $7.0 $8.1 $4.9 $5.5 $8.4 $5.8 $4.2 $1.5

$ C

olle

cte

d

Account Receivables Over 60 Days


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Program Area: Compliance & Project Management (P772)

The Compliance and Project Management Division is the State’s Enterprise Project Management Office

(EPMO) and performs the following functions: provide IT Project Management Lifecycle policies,

methodologies and templates for IT initiatives to promote quality and success and report regularly to

Executive, Legislative, and IT Commission (ITC) on the status of the State’s IT Project Portfolio; provide

support, guidance and oversight on IT projects and procurements to promote improved outcomes;

review agency IT plans for prudent allocation of IT resources and monitor compliance of projects with

agency strategic plan and the State IT strategic plan; review appropriation requests and legislation

related to IT; and make recommendations to the DFA, and Legislative Finance Committee, the ITC, and

the Science, Technology, and Telecommunications Committee.

Program Budget and FTE: The Compliance and Project Management has seven (7) FTE and the following budget:

Budget Category Total

(Thousands)

Salaries and Benefits $804.3

Contractual $0.0

Other $45.7

Other Financing Uses $122.5

Total $972.5


PERFORMANCE MEASURE 6 – Number and appropriated budget of executive agency certified projects reviewed quarterly for oversight requirements

This performance measure reflects the volume of oversight for agency certified IT projects by tracking

both the number and budget appropriations. Additional details include the number and appropriated

budget for projects presented to the Project Certification Committee (PCC) for phases, changes, and

status updates of IT projects. For Quarter One project oversight was conducted on a total of eighty-five

(85) certified projects worth $236,688,240.


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Target: 100%

Status: Green

Data Source: Excel Spreadsheet

PERFORMANCE MEASURE 7 – Quarterly Number and Budget of Approved IT Professional Services Contracts and Amendments

This performance measure tracks the volume of oversight that the Department provides for statewide

IT expenditures. The performance measure reports the number of IT procurements reviewed and

compensations for IT Professional Services. EPMO performs reviews of agency IT contracts,

amendments, and Request for Proposal (RFP)s; including all procurement types such as emergencies,

sole source, agency price agreements, and state wide price agreements. The purpose of the review is

to ensure the proposed contract(s) and procurements are in accordance with State standards,

guidelines, and consistent with the State IT Strategic Plan and associated agency IT plans. For Quarter

One a total of fifty-two (52) procurements were reviewed and approved in the amount of $15,700,457.

This performance measures is an Explanatory type of measure; which does not have a target; therefore

a status is not reported.

$0

$50,000,000

$100,000,000

$150,000,000

$200,000,000

$250,000,000

FY1

3 Q

1

FY1

3 Q

2

FY1

3 Q

3

FY1

3 Q

4

FY1

4 Q

1

FY1

4 Q

2

FY1

4 Q

3

FY1

4 Q

4

FY1

5 Q

1

FY1

5 Q

2

FY1

5 Q

3

FY1

6 Q

1Co

ntr

acts

Am

ou

nt

Information Technology Professional Services Contracts and Amendments


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Fiscal Year Number of

Contracts Contract Amount

FY2013 Q1 55 $26,786,782

FY2013 Q2 52 $240,643,830

FY2013 Q3 72 $30,374,890

FY2013 Q4 99 $235,917,319

FY2014 Q1 53 $246,484,558

FY2014 Q2 56 $33,966,682

FY2014 Q3 48 $50,223,235

FY2014 Q4 152 $68,154,027

FY2015 Q1 44 $40,745,445

FY2015 Q2 72 $18,026,581

FY2015 Q3 58 $20,279,463

FY2015 Q4 96 $96,033,556

FY2016 Q1 52 $15,700,457

PERFORMANCE MEASURE 8 – Number and Budget Requested for One Time IT Appropriations as Incorporated Within Annual Agency IT Plans (Annual)



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Program Area: Enterprise Services (P773) &

Equipment Refresh (P784)

The purpose of the Enterprise Services program is to provide the state with the information technology

fabric that enables agencies to innovate and excel in their specific domains with the goal of

consolidating services duplicated within agencies to promote cost savings and efficiencies. This is

accomplished through the delivery and management of cost effective and efficient IT infrastructure

services, enterprise applications and other value added IT services. The program is enterprise funded

thereby assessing fees for services which includes the depreciation cost for providing service. This

enables an Equipment Replacement Fund to be utilized to maintain and enhance services over time.

Program Budget and FTE:

The Enterprise Services and the Equipment Replacement Fund has been merged together for

performance measure reporting purposes. The Enterprise Services Program has 170 FTE. The

combined budget is as follows:

Budget Category Enterprise Services

(P773) (Thousands)

Replacement Fund (P784)

(Thousands)

Total Enterprise and Replacement (Thousands)

Salaries and Benefits $14,702.8 $14,702.8

Contractual $7,270.5 $3,575.5 $10,846.0

Other $22,596.7 $4,835.8 $27,432.5

Other Financing Uses $11,456.6 $11,456.6

Total $56,026.6 $8,411.3 $64,437.9


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PERFORMANCE MEASURE 9 – Percentage of phone systems using internet protocol or other similar technologies to achieve virtual local calling within the state enterprise (Annual)


PERFORMANCE MEASURE 10 – Number of Anchor Institutions Utilizing the Forthcoming

700MHz Long Term Evolution Public Safety Network

On behalf of the State, the Department is one of five institutions nationwide to have both a waiver for

the operation of a 700 MHz public safety network, and federal funds for the initial deployment of such

a capability. This performance measure will track the number of anchor institutions, or ‘customers’

that this new technology will support. This metric is also a requirement of the federal grant awarded to

the Department but is equally as important to be established internally by the Department. As this

technology is anticipated to become a substantial portion of the Department’s radio capability over the

next five to ten years, it will be important to meter how widespread its adoption is for the purposes of

advanced planning and development of related cost models.

The Department has a signed Memorandum of Understanding (MOU) with the Department of Interior

(DOI) and Customs Border Protection (CBP). MOU negotiations are underway with White Sands Missile

Range (WSMR). The MOUs are pursuant to the FirstNet Key Learning Condition (KLC) to establish a

federal partnership. Additionally the Department has signed Inter-Local agreements with the New

Mexico counties of Dona Ana and Eddy for use of their respective towers and shelters. New Mexico

has also signed an agreement with Dona Ana County establishing them as a grant co-recipient.

All four phases of the LTE buildout were completed. A demonstration of the 700MHz LTE Public Safety

Broadband Early Builder project at the New Mexico State Fair using a contractor owned transportable

more commonly called a Cell On Wheels (COW) was completed this quarter. Reports by New Mexico

first responders (New Mexico State Police and State Fair Security) are very favorable. A follow-on

demonstration using the State owned COW is planned for the Albuquerque International Balloon Fiesta

in October. The New Mexico 700MHz LTE Public Safety Broadband Early Builder project added six (6)

fixed site collocations. At total of twenty-three (23) Community Anchor Institutions were connected

reflecting potential subscribers served:

1. Albuquerque Police Department

2. Albuquerque Fire Department

3. Bernalillo County Sheriff’s Department

4. Bernalillo County Fire Department


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5. Corrales Police Department

6. Corrales Fire Department

7. Pueblo of Sandia Police Department

8. Sandoval County Sherriff’s Department

9. Sandoval County Fire Department

10. Rio Rancho Police Department

11. Rio Rancho Fire Department

12. Isleta Pueblo Police Department

13. Santa Ana Police Department

14. Santa Fe Police Department

15. Santa Fe Fire Department

16. Santa Fe County Sheriff’s Department

17. Santa Fe County Fire Department

18. State of New Mexico Department of Public Safety

19. State of New Mexico Department of Homeland Security and Emergency Management

20. State of New Mexico Department of Health and EMS

21. State of New Mexico Department of Information Technology

22. State of New Mexico Department of Corrections

23. State of New Mexico Department of Game and Fish


Target: 5

Status: Green

Data Source: ARRA Reporting

PERFORMANCE MEASURE 11 – Queue-Time to Reach a Customer Service Representative at the Department Help Desk, in Seconds

In FY2016 Quarter One, the Department’s Enterprise Help Desk received 1,617 calls requesting

assistance on items such as password resets, application support questions and other IT incidents. The

average wait time to speak with a customer representative, once the customer navigated the

interactive voice response system (IVR), was seven (7) seconds. This performance measure continues

to meet and exceed the target level of nineteen (19) seconds.

Additionally, the Department’s Enterprise Help Desk total service desk tickets for the quarter were

7,638. Of the tickets; 1,639 were incidents and 5,999 were requests. A total of 45 surveys were

received with an overall satisfaction rate of 98%.


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Target: <19 Seconds

Status: Green

Data Source: Service Desk System

PERFORMANCE MEASURE 12 – Percentage of Service Desk Incidents Resolved Within the Time Frame Specified for Their Priority Level

The Department enterprise support desk application has five priority levels defined and configured

effectively to monitor the calls in incidents by priority level. This is the third year that the Department

reports the percentage of service desk incidents resolved within the time frame specified for the five

priority levels. The measure reflects the average percentage of incidents resolved within the

timeframe specified for the specific priority level. When reporting IT service concerns or incidents,

users call the Enterprise Help Desk. The Help Desk establishes the nature of the call and the priority for

the type of incident being reported by impact. The measure is an important metric for the Department

as the Enterprise Support Desk is the first point of contact for agency customers. Below are the targets

for each specific priority.

0.0

5.0

10.0

15.0FY13 Q1

FY13 Q2FY13 Q3

FY13 Q4FY14 Q1

FY14 Q2FY14 Q3

FY14 Q4FY15 Q1

FY15 Q2FY15 Q3

FY15 Q4FY16 Q1

# of Seconds

Average Queue Time

DoIT Help Desk Customer Service Queue-Time


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PRIORITY LEVEL TARGET RESPONSE

HOURS

Priority-1 8 hours

Priority-2 24 hours

Priority-3 40 hours

Priority-4 80 hours

Priority-5 160 hours

For FY2016 Quarter One, all five of the priority levels reported a green status. This is the second

quarter that Priority-1 through Priority-5 all carry a green status. These positive results have been the

outcome of the Departments continued efforts to improve this service. The Department has

significantly improved this measure from the first reporting in FY2013 where the majority of the

priority levels were a red status. This performance measure reflects utmost continued improvement in

the Enterprise Support Desk.


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Target: 90%

Data Source: Service Desk System

Priority 1 (8 Hrs.) 100% Green





PERFORMANCE MEASURE 13 – Percentage of the State Voice Communication Network in Service

The Department maintains and operates the state voice communication network. The in-service

percentage measures the availability of the telephone system and is critical to state government

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

FY14 Q2

FY14 Q4

FY15 Q2

FY15 Q4

DoIT Customer Support Priority Levels

Priority 1 (8 Hrs)

Priority 2 (24 Hrs)

Priority 3 (40 Hrs)

Priority 4 (80 Hrs)

Priority 5 (160 Hrs)


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operations. In-service percentage is measured across 43,066 ports and uptime/down time is measured

in minutes. This performance measure has been consistent at 99.999% for the past eight years. The

reporting status of this metric demonstrates that the Department has been successful in sustaining a

performance measure that is industry best practice.


Target: 99.9%

Status: Green

Data Source: Altura In-Service Reports

PERFORMANCE MEASURE 14 – Percent of Mainframe Uptime Affecting User Access and/or Batch Scheduling

The Department maintains and operates the State’s mainframe environment within the State Data

Center. The mainframe hosts several critical agency applications such as the Motor Vehicle, Child

Support Enforcement System, Cash Assistance, Oil and Natural Gas Administration and Revenue

Database (ONGARD). This performance measure reports any unscheduled downtime of the mainframe

that affects user access or batch processing. There are scheduled windows designated for maintenance

when the mainframe is not available and are not included as part of this performance measurement.

This quarter the target was met with a 99.99% uptime, reporting a green status. An early morning login

90.0%

92.5%

95.0%

97.5%

100.0%

FY13Q2 FY13

Q3 FY13Q4 FY14

Q1 FY14Q2 FY14

Q3 FY14Q4 FY15

Q1 FY15Q2 FY15

Q3 FY15Q4 FY16

Q1

% In-Service

43,066 Ports Available

State Voice Communication Network In-Service Percentage


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unavailability occurred for fifteen minutes due to an error in TCP/IP with a minimal impact to the

service.

Reported: Quarterly FY2016

Target: (99.9% Uptime)

Status: Green

Data Source: Real-time Monitoring

PERFORMANCE MEASURE 15 – Growth of virtual machines running on hosted enterprise server. (Annual)


PERFORMANCE MEASURE 16 - Number of enterprise systems hosted or owned by the Department with a disaster recovery or resilience presence (Annual)


99.00%

99.20%

99.40%

99.60%

99.80%

100.00%

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

FY15Q3

FY15Q4

FY16Q1

% U

pti

me

Percent of Mainframe Uptime


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PERFORMANCE MEASURE 17 – Percent of Co-located and Enterprise-hosted Services with Documented System Security Plans (Annual)


PERFORMANCE MEASURE 18 – Number of Perimeter and Security-Logged Devices Reporting Security Metrics to the Network Operations Center (Annual)


PERFORMANCE MEASURE 19 – Percent of Scheduled Uptime the Statewide Human Capital Management Suite of the Statewide Human Resource, Accounting, and Management Reporting System is Available during Business Hours

This performance measure reports any unscheduled downtime of the SHARE-Human Capital

Management (HCM) suite that affects user access or batch processing. There are scheduled windows

designated for maintenance when the SHARE-HCM suite is not available and is not included as part of

this performance measure. The Department monitors the SHARE environment 24 hours a day, 7 days a

week, to ensure it is available to users from 8:00 A.M. to 5:00 P.M. Monday through Friday. The

Department’s target for this metric is 99.5% uptime. The SHARE-HCM system was available 488

business hours during FY2016 Quarter One. The reporting metric reported for this quarter is 99.99%

uptime. This measure is within a green status of an acceptable performance level of Business Days for

SHARE - HCM availability.

0.0%

0.3%

0.5%

0.8%

1.0%

1.3%

1.5%

1.8%

2.0%

2.3%

2.5%

FY13Q1

FY13Q3

FY14Q1

FY14Q3

FY15Q1

FY15Q3

FY16Q1

Pe

rce

nta

ge

Percent of Business Days that SHARE – HCM Was Not Available

Due to Unscheduled Downtime During Business Hours


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Target: 99.5%

Status: Green

Data Source: Real-time Monitoring Reports

PERFORMANCE MEASURE 20 – Percent of Scheduled Uptime the Financial Suite of the Statewide Human Resource, Accounting, and Management Reporting System is Available during Business Hours

This performance measure reports any unscheduled downtime of the SHARE-Financial (FIN) suite that

affects user access or batch processing. There are scheduled windows designated for maintenance

when the SHARE-FIN suite is not available and is not included as part of this performance measure. The

Department monitors the SHARE environment 24 hours a day, 7 days a week, to ensure it is available to

users from 8:00 A.M. to 5:00 P.M. Monday through Friday. The Department’s target for this metric is

99.5% uptime. The SHARE-FIN was available 488 business hours during FY2016 Quarter One. The

performance metric reported for this quarter is 99.99% uptime. This measure is within a green status

of an acceptable performance level of Business Days for SHARE-FIN availability.


0.0%1.0%2.0%3.0%4.0%5.0%6.0%7.0%8.0%9.0%

10.0%

FY13Q1

FY13Q2

FY13Q3

FY13Q4

FY14Q1

FY14Q2

FY14Q3

FY14Q4

FY15Q1

FY15Q2

FY15Q3

FY15Q4

Pe

rce

nta

ge

Percent of Business Days that SHARE – FINANCIALS Was Not Available

Due to Unscheduled Downtime During Business Hours


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Target: 99.5%,

Status: Green

Data Source: Real-time Monitoring Reports

PERFORMANCE MEASURE 21 – Percent on time delivery of Statewide Human Resource, Accounting, and Management Reporting System approved projects to the agreed upon implementation date

This performance measure tracks the on-time delivery of approved project requests to agencies for the

Statewide Human Resource, Accounting, and Management Reporting (SHARE) enterprise system. As

different projects have different estimated durations, this performance measure will normalize the

duration differences by calculating the days missed as a percentage of the scheduled time. The

Department reporting target is 80% of on-time delivery of approved projects to the implementation

date. The reporting metrics reported this quarter is 85% of on delivery of approved projects; this is

within a green status of an acceptable performance level and an improvement from last quarter of 5%.


Target: 80%

Status: Green

Data Source: Excel spreadsheet of

accepted Project Request

PERFORMANCE MEASURE 22 - Percent of staffs that receive at minimum 24 hours of training in their specific technology field within a year (Annual)


FY 2016 Quarter One Performance Report

Documents

Transcript of FY 2016 Quarter One Performance Report