Governance Interfaces. A key component of Service Provider’s management approach for this contract is to establish a true partnership between HPES and DIR thereby providing full transparency to Service Provider’s processes and reports. This is intended to enable DIR to be in full control and completely informed of all activities at all times. Service Provider will leverage its repository of best practices for governance to establish a structure for DIR with clearly defined roles and responsibilities. Service Provider’s team will inform, advise, and recommend innovative ideas and will handle the daily operation of the environment. Service Provider understands the importance of the partnership between the MSI, the STC Towers, and the customers it services. Service Provider will work closely with the Chief Technology Office, Chief Security Office, Chief Operations Office, Digital Government, Chief Financial Office, and the Statewide Data Coordinator to understand and deliver this Tower successfully and to the customers’ satisfaction. Key Performance Indicators for effective governance include the following: • Integration into the MSI process construct. • Enhance cross-organizational and functional lines of communication. • Contribute value through collaborative development of business initiatives. • Provide clear lines of responsibility and accountability for delivering services. • Support the innovation management process. To achieve DIR objectives, Service Provider will align its service team and governance committees with DIR leaders. As DIR objectives change, Service Provider will recommend new ways to meet those objectives.
Governance Interfaces. Service Provider has participated in activities associated with the DCS Owner-Operator Governance model employed by DIR with its STC customers and MSI. The owner-operator model puts the decision making and solution ownership with those individuals closest to day-to-day operations. This leads to efficiency by having decision making where there is the most functional and technical expertise. The owner-operator model shall focus on the best interest of the whole. The benefits of this approach include the following: • Better decisions. By including the input of all stakeholders, the resulting proposals can best address all potential concerns. • Better implementation. A process that includes and respects all parties and generates as much agreement as possible sets the stage for greater cooperation in implementing the resulting decisions. • Better group relationships. A cooperative, collaborative group atmosphere fosters greater group cohesion and interpersonal connection. This model converges organizational goals, objectives, and working leadership with the expertise in the functional and technical application areas. Understanding this connection is critical in demonstrating the importance of every role in the governance team in order to ensure success. Governance is a critical success factor because it helps to effectively and efficiently adapt applications and technology to the changing needs of organizations and determines allocation of resources necessary to achieve desired results. Governance establishes a basic framework: it creates the operational framework to manage change, assess performance against a set of best practices, and track progress over time. The ability to manage and measure work through governance is critical to short-term and long-term success. Another critical success factor is to have a shared understanding of the governance model as it establishes the framework in which all entities or parties must operate. The owner-operator based consensus model is meant to provide that shared understanding and framework through conveying committee structure, RACI matrices, participation, and defined and repeatable processes. The governance model sets the framework for short-term and long-term planning, service delivery plan development and execution, status, risk, issue, and change management. This is important for providing team members at all levels one shared process to use, critical to achieving the goals, developing and managing performance met...
