Executive Summary
The Massachusetts Executive Office of Technology Services and Security (EOTSS) transformed its approach to IT financial management, business planning, and enterprise chargeback through the implementation of a unified technology business management framework. Supporting approximately $280 million in enterprise technology services, the initiative modernized fragmented planning, budgeting, forecasting, service costing, and billing processes that previously relied on disconnected spreadsheets, manual workflows, and limited financial visibility.
Using Apptio as a single system of record, EOTSS integrated service planning, forecasting, rate development, chargeback, and customer reporting into one coordinated platform. The effort established a repeatable and scalable model for managing approximately 85 enterprise service rates while streamlining planning activities across 40 Service Owners and 20 financial and executive reviewers.
The transformation delivered measurable operational and customer benefits. Leadership now has faster access to financial and operational insights to support investment decisions, service sustainability, and cost-efficiency initiatives. Service Owners have improved visibility into spending, forecasting, and performance metrics. Customer agencies now receive enhanced billing transparency through detailed usage reporting, variance analysis, and self-service access to service rates, directly addressing longstanding concerns about understanding technology service charges.
More than a technology implementation, this effort established the foundation for sustainable, data-driven enterprise technology management across the Commonwealth. By connecting planning, governance, forecasting, service costing, and customer reporting into a single framework, EOTSS created a replicable model for government organizations seeking greater financial transparency, operational accountability, and strategic alignment in the delivery of enterprise technology services.
