Future Direction and Vision Successful information technology organizations are often described as the combination of three elements – OIT will continue to evolve as an organization using these three pillars: People – putting the right resources in place, using Workforce Development Process – improving processes for our customers and ourselves – business process management (BPM), workflow, billing transparency – to gain greater efficiencies Technology – whether cloud, 3rd party, or mobile or business analytics, we will continue to use forward-looking, but proven, technology We are working with our agency partners, outside partners, and other government organizations, to minimize risk (cyber security, business continuity/ disaster recovery), ensure stable, cost-effective platforms, and provide technical solutions through project management best practices. OIT Outreach Communications and collaboration is critical to our success. Two recent examples of OIT outreach include: Tour of OIT for several Legislators from Appropriations Committee and and Local Government Committee OIT overview by the CIO 5 year plan Demand for services Enterprise strategy Constraints IT budget Partnerships National recognition Business process management (BPM) overview Application systems overview Project management and Agile overview Risk management – security Workforce development overview OIT tour Agency IT education – bringing in industry leaders to review trends Topics covered: National Association of State CIOs – top 10 priorities for state CIOs Agile methodology for systems development Business process management (BPM) Mobile apps Legacy applications Network strategy Cyber security Cloud strategy and data centers Disaster recovery Big data and business intelligence Call center/ telecom technology
MSCommNet has handled 17,560,428 calls in its first eight months, averaging 66,000 calls per day for State agency customers. MSCommNet provides for interoperability with public safety partners through a “RegionNet” service available for all municipal, county, tribal, adjacent State and Province, and Federal public safety agencies, and the Maine National Guard (DVEM). RegionNet coverage is provided through traditional VHF narrowband analog repeaters, listed in this (online at MEMA). For more on MSCommNet, see
Citizen Engagement Maine’s highly rated website with a large number of online services (1200) will result in strong citizen engagement. Also as an early adopter of responsive design they are actively engaging the mobile users. Policy Alignment - “The Big Picture” Maine did a good job tying information technology investment and management to the top priorities of state government, with commitment to execution necessary to be a successful “Digital State.” This success bodes well for the future. Performance Benchmarking Maine demonstrated that their IT function is being well managed and demonstrates strong performance improvements against operating benchmarks. Collaboration Maine provided good examples of collaboration. This is particularly important for a state that has a highly centralized IT function as there can be a tendency to not always totally engage the organizations. Maine’s focus on Business Process Management (BPM) helps keep the emphasis on collaboration when undertaking IT application development projects. OIT Organization and Services Core Technology Services Core Technology Services include network and voice services, radio operations, data centers, servers, desktop/ laptop computers, and IT customer support for all 12,000 State employees in the Executive Branch. OIT Customer Service Catalog OIT Metrics/ Facts 465 million megabytes (465 terabytes) of data storage 48 million emails per year (inbound and outbound) 2.2 million intrusion attempts foiled (daily) 65,000 customer support calls, 98% satisfied or highly satisfied rating 48,000 “tickets” for service (annually) 30,000 generic spam emails blocked 16,000 network connections 15,000 phone lines 12,000 computers and accounts 7,000 SecurID (remote access) accounts 2,908 users with Blackberries, iPhones, and other mobile devices 2,625 mobile & portable radios