In 2009, Oklahoma Legislature passed House Bill 1170, the Oklahoma Information Services Act, creating the position of Chief Information Officer as well as mandating the state perform an assessment of all technology and telecommunication assets and services. View the IT Modernization Study (PDF) for more information.
In 2011, the Information Technology Consolidation and Coordination Act charged OMES with increasing the effectiveness and efficiency of the state’s IT services.
OMES IS began consolidation with three core objectives:
To meet the legislative mandate, OMES Information Services has completed service-by-agency, service-by-service and agency-by-agency unification.
IT unification presents many challenges, including quality, cost avoidance and public protection, which can all affect the outcome. When taking these variables into account, it is important to consider the benefits of cost-effectiveness, efficiency and security. These three benefits define OMES ISD’s current strategy and typify the many challenges of consolidation.
In 2014, OMES Information Services shifted its focus from operational efficiencies to operational excellence. It is exemplified by newly established partnerships with agencies, an emphasis on customer service and a drive for innovative and collaborative solutions. The shift facilitated a fundamental change in the culture of OMES IS — from consolidation of IT to unification of IT.
IT unification consists of distinct and powerful tools: consolidation, integration and incorporation.
Over the past four years, OMES IS has reduced redundancies and made large strides toward unifying IT. To fulfill the legislative mandates, OMES IS will complete:
At the conclusion of these steps OMES IS will focus on optimizing agency-specific IT solutions.
Integrating and incorporating agency solutions into state technology standards is vital to improve business solutions for Oklahomans. As OMES moves forward with unification, aligning IT projects into three main areas of focus will better meet the governor’s statewide goals. Areas of focus include the following:
The following list of projects are examples of OMES IS advancing the governor’s statewide goals.
To transform from a regulator to a trusted adviser, OMES IS challenged staff to:
A cultural shift turned the challenge into action. OMES IS focused on its biggest asset, its employees. To improve trust and shared purpose, OMES IS took four steps:
The positive impact of unifying job roles, establishing a culture of trust and providing focused, daily communications with employees has improved knowledge transfer among OMES IS employees and dramatically reduced resolution times for problems. Oklahoma has made large strides toward unifying its technology workforce and will continue this path as career maturity shifts in the state.
OMES IS launched its new customer relationship management tool to improve the customer experience. Last year, the Service Desk received 8,645 annual customer contacts per employee, which is a 44 percent above the national average of 6,023. Since January 2016, the Service Desk has received over 71,000 customer calls.
Whether ordering new services or reporting on an event, it was imperative to provide a tool to improve efficiency. The new tool provides customers with easier navigation, ability to create and manage cases online and enhanced reporting and metrics for agencies. OMES IS launched the new management tool in November 2015 and has increased creation of cases in the online service desk portal by 21 percent.
On the backend, the tool allows technicians to track, manage and transfer cases easily as well as view metrics for their team to ensure cases are being worked even when an employee is absent. The capability of capturing data and metrics with the tool will be expanded to improve the ability to track devices, create annual reports for our agencies and improve incident communications to our customers.
The Criminal Justice Information Systems Center for Excellence is a joint effort between OMES and 14 agencies in the Public Safety and Security Cabinet to provide an IT unification approach to meet the specialized data needs of our local, state and federal public safety and law enforcement agencies. The center helps public safety agencies meet compliance collectively, provide service resiliency, allow data backup and recovery from a common modern platform, offer potential future operational cost savings and lower security risk. The project is set to be completed by end of fiscal year 2017.
The Information Technology Operations Command Center was built to provide a monitoring and response incident center to improve service delivery. The center is housed at the state’s tier-three data center — capable of withstanding an EF5 tornado and prolonged power disruptions — that monitors all IT assets across the state. The ITOCC centrally monitors approximately 3,000 devices, 500 locations and 35,000 discrete elements using 32 video feeds and nine distributed screens throughout the data center.
Three full-time employees and one technician from each service group, which includes server, network, computer and service desk staff, staff the ITOCC. The team proactively monitors the statewide IT infrastructure for availability, power and health as well as provides initial response to incidents that require on-site cross-functional staff.
There are three more phases to complete the ITOCC project:
To deliver interoperable solution components using shared services (DISCUSS) defines the goal of the committee created by Oklahoma Health and Human Services agencies to identify and create shared service opportunities. Established in 2013, the DISCUSS committee reviews opportunities and creates recommended plans to move forward with the purchase and implementation of a technology solution. Shared service opportunities must provide the following benefits:
DISCUSS committee meetings are recorded and ruled by previously created bylaws and charter to provide documentation needed for cabinet-level review and approval. DISCUSS committees align IT strategy with business goals of our partners through the establishment of IT governance within cabinets and business segments. This level of IT governance furthers collaboration to align Oklahoma’s IT resources with business processes our partner agencies need to modernize the services they provide for Oklahoma citizens.