NASCIO Awards

AWARDS & RECOGNITION

2011 Awards: Enterprise IT Management Initiatives

RECIPIENT:
Michigan - Optimizing Government Technology Value: Establishing Enterprise Metrics to Ensure Operational Readiness and Business Availability

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Michigan received many benefits from its consolidation model by driving efficiencies into performance driven solutions. These changes allowed the department to modernize, while becoming agile and responsive in transforming government. From 2008 to 2010 the data center saved the state over $45.3 million with its service-oriented focus. In 2009 and 2010 it became very clear that Michigan was poised for a new administration with challenging new business goals. Our clients were faced with budget shortfalls and were demanding reliable IT solutions and cost reductions. Measuring government value became a key component of Governor Rick Snyder’s transition in 2010. We were ready for those challenges, thanks to our new service management and monitoring system (SMMS) strategies.

From citizens renewing driver’s licenses, to new businesses seeking permits, government’s customers have long sought efficient, end-to-end technology support without excuses or finger-pointing. The wait is over! SMMS monitors and manages essential services for our customers that are so reliable that the business views them as a trusted utility. The Department of Technology, Management and Budget (DTMB) measures critical service availability with new service level agreement information for our clients. The service management center builds trust regarding the reliability of critical infrastructure within Michigan, optimizing government technology value to include operational readiness and business availability.

To improve communication with our clients, DTMB introduced an innovative best practice information technology infrastructure library (ITIL) focused on a holistic service lifecycle. This system facilitates service availability, as well as tracks and reports availability metrics for IT service operations. The service operations culture and SMMS led to dramatic improvements in service delivery. Our progress is reaffirmed daily during our “day start call” which ensures that executives and staff have seamless, up-to-date information on critical IT services.

This service management framework and ITIL based application processes are used daily for IT operations and state emergencies like the 2010 Kalamazoo oil spill, virus outbreaks, and other serious situations. With instantaneous and consistent communication in times of crisis, we deliver critical information to IT staff, executives and clients, anywhere, anytime. Our clients benefit with better service availability, quicker problem resolution and lower costs.