Action Steps

Below are selected key initiatives that will ensure effective and improved IT service delivery. These are for both the sustainable near term future (through 2010), as well as the intermediate future (through 2012), and include:

Sustainable Near Future - Ensure Accountable Management and Performance
Refine and modernize the management and governance framework for today's, as well as tomorrow's, challenges in support of strategies under goals one, two, three and four.

Effective and Efficient Customer-Based Operations and Services: Continue optimizing core service delivery, facilitating and simplifying access to government and services and improving efficiencies and reducing costs

• Enhance agency participatory role by instituting MITEC Agency Operations Partnership Team (A-OPT) to improve operations and better meet customer needs (2008)
• Implement the Michigan Business Service improvement initiative (MBSii) - a single business portal and contact center providing the private sector with a self-service access point to multiple channels of state government service (2008)
• Develop new Web services on Michigan.gov that can be shared across multiple applications and continue to meet business needs (2010)

Performance, Accountability and Public Value: Ensure public value through alignment among state policies, citizen service and agency business needs and ensure accountability and high performance service delivery through best practice performance management

• Launch management accountability portal for government performance, statistical and fiscal information (2008)
• Establish formal performance tracking and monitoring capabilities to ensure transparency, identify and manage change opportunities and to report on and manage performance (2008)
• Design and implement MDIT budgetary tracking and financial reporting system (2008)
• Enhance agency-specific service level agreements to include MDIT performance measures (2009)

Privacy, Security and Public Trust: Ensure public trust through providing optimal levels of security, citizen privacy and disaster avoidance and mitigation

• Establish a new Michigan chief privacy officer (CPO) in 2008 who will chair the Michigan Government Privacy Council
• Provide identity and access management, single sign-on solution (2009)
• Establish application scanning for security vulnerabilities to ensure continued PCI compliance (2009-2010); complete Critical Infrastructure Security Upgrade (CISU) Project (2010)
• Update policies and procedures and provide new targeted training to state employees regarding cyber ethics and the new Internet- based social networks
• Develop updated disaster recovery plans for all critical applications (2009)

High-performance Workers and Workplace: Develop and maintain a high-performance workforce and workplace, capable of supporting current service needs and meeting future requirements

• Partner with Civil Service to modernize and standardize the classification and pay structure for IT professionals to support attracting and retaining a high-performing IT workforce (Ongoing)
• Develop a modern, ongoing recruitment program including an MDIT brand identity (2008)
• Engage in succession and workforce planning; develop strategy in 2009 and implement by 2010

Innovation, Change and Transformation of Government (Intermediate Future)

Provide a mature, modern, best practices scope of solutions, and enable innovation, change and transformation of government, in support of strategies under goals two, three, five and six.

Agile Management and Infrastructure: Deliver fundamental process, service delivery and infrastructure changes as they are needed

• Enhance the agility of technology management and infrastructure; balance the challenges of supporting or phasing out outdated technologies with new opportunities; develop employee skills and competencies and maintain a diverse portfolio of projects to fulfill needs and tap into best practices wherever possible (2009 and Ongoing)
• Realign technology management with business process design; use information and relationships with partners and customers to support a new and more agile IT decision making, business processes, sourcing, infrastructure and service operational design (2010)
• Develop and adapt the business model, policies and principles around opportunities such as virtualization, modularization, Web and multiple service delivery options for infrastructure, information and applications (2010)

Shared Solutions, Standards and Flexible, Open Boundaries: Maximize sharing solutions, services and infrastructure within the enterprise, other levels of government and the private sector, moving toward compatible, shared standards

Develop a shared-services delivery model (2008)

Implement single citizen address standard and verification tool to be used across state government (2010)

Research the feasibility of a partnership with the private sector to build a state-of-the-art data center that not only fulfills our mutual capacity needs, but also provides an economic development opportunity for Michigan

Maturation and Modernization of Solutions: Ensure sustained modernization of a comprehensive range of solutions and technologies with transformational or high-performance potential that are suitable for connecting tiers of government, public and private sectors and improving performance and customer service

• Implement an innovations and best practices tracking, assessment, design and management capability (2008)
• Develop a Michigan information framework, integrating business intelligence and other related initiatives and refine information architecture (2009)
• Fully-implement Web 2.0 technologies within Michigan.gov and assist agencies in understanding potential uses and implementing technology (2009)
• Assess and implement alternative acquisition and delivery models (2009)
• Fully implement State Unified Information Technology Environment (SUITE) model and improve processes to achieve CMMI Level 3 compliance enterprise-wide (2012)

Innovation and Transformation: Develop an expectation, culture and capacity for innovation and transformation of government. Shift from a support and enabling role of IT in service and business processes to a driving role, providing leadership and serving as a catalyst in business process and organizational change

• Develop an implementation and management plan to carry out the activities in this goal area in 2008 (with updates every two years)
• Strengthen and formalize the project, portfolio and change management process; create an enterprise-level project and portfolio management office in 2008 and formalize IT investment planning and management in 2009
• Utilize Government Performance Project (GPP) and Pew Center on the States best practices information and related resources in developing and implementing Michigan solutions aligned with structural change, each category of the Cabinet Action Plan and Government Performance improvement initiative (GPii) priorities (2008)

More than anything, as this planning document is finalized, it is important to remember that the completion of the plan is really the beginning, not the end.