Project Charter - OCIO



| |Maintenance & Operations Plan for |

| |InsideAGO |

| |

Prepared by: Joan Mackey, Melisa Dolby, and Fa Niemi

Date issued: June 17, 2004

Project Name: Administrative Services Intranet (InsideAGO)

Executive Summary Maintenance & Operations

I. Introduction

InsideAGO Project Overview

Before the implementation of InsideAGO, the Attorney General’s Office had an Intranet that hosted a very robust public affairs site, “Good Morning AGO,” (“GMAGO”), which also served as the default screen that AGO employees see when they logged onto the AGO Network. The GMAGO site provided timely news briefings, as well as kept employees current on job openings and other office announcements. The GMAGO site had expanded to accommodate ongoing briefings on issues relevant to the AGO such as the Legal Support Review, a health and fitness site, and energy conservation news.

The administrative services side of the Intranet (“AGO Intranet”) provided an online employee directory, office-wide calendar, numerous agency publications, such as the Policies and Procedures Manual and Administrative Procedures Act Deskbook, and served as a portal to functional sites like the AGO Law Library.

The administrative services managers (Jim Martin, Fiscal; Pam Skinner, HRO; Jane Halligan, Library; Jim Albert, ISD; and Karen Cowan, Seattle Office Manager) and other employees of those units identified a number of critical administrative services appropriately to be offered via the Intranet.

They include:

• The functional operations of the Administrative Services divisions offered in a more effective and cost efficient manner by utilizing the agency’s Intranet.

• Current services and information provided via the Intranet (i.e., GMAGO, Office and Employee Directory, Office-wide Calendar, and numerous publications such as the AGO Policies and Procedures Manual) have been received very favorably by agency employees. Other administrative services and information would greatly improve operational efficiencies and help create a visible, vital, and vigorous service for the organization.

• Any application development to further Administrative Services shall be web based and delivered via the agency’s Intranet.

• The AGO Intranet needs to evolve to provide integrated, seamless administrative services

InsideAGO Project Scope

This project is partitioned into two phases, which represent the progression of development activity to support putting comprehensive administrative services on the agency Intranet.

Phase I

This first phase included the initial redesign of the Intranet to integrate GMAGO with the provision of Administrative Services’ instructions and forms. The initial part of this phase of the project required extensive involvement and feedback from the Administrative Services Content Providers and focus groups representative of our customer base. Based upon the input from the Content Providers and customer focus groups, we produced the Administrative Services Intranet Design Specification (Phase I), which served as the blueprint for the new Intranet, InsideAGO. This phase of the project also included the implementation (or building) of this Administrative Services Intranet. Once InsideAGO was implemented and the appropriate staff are identified and trained on the Administrative Tools, the Administrative Services Content Providers and Site Managers will be transitioned into primary support and update of their content.

Phase II

The second phase requires the redesign and data conversion of the current AGO HR Database. This redesign is intended to allow for the extension of administrative services that are transactional in nature (i.e., paperless delivery of services such as the HRO hires form, on-line leave, forms interface). The redesign will also provide for enhanced functionality to the Employee Directory. It is significant to note that the redesign of the HR Database is a major application development project in and of itself and will be addressed as a separate IT project.

InsideAGO Maintenance & Operations Scope

The focus of the maintenance of InsideAGO between the completion of Phase I and the completion of Phase II is the continuation of existing administrative service delivery through the Intranet and the preparation for and implementation of new and improved service delivery. The scope of the project no longer directly pertains to the system after the project is completed. The scope of this post-project work is guided by current (Maintenance & Operations) and future (Preparing for Phase II) needs of the system.

5

6 InsideAGO Maintenance & Operations

One of the most compelling reasons to present information and services via an Intranet is the real-time or dynamic nature of the platform. We recognized that after initial release, InsideAGO immediately required updating and modification, not of just content, but the organization and functionality as well. Because of this nature it is very important that InsideAGO is always ready for new development. Part of the readiness is adhering to a maintenance cycle that continually upgrade the underlying components (such as .NET Framework, SQL Server, SharePoint, etc) and that improvements are routinely made to the infrastructure (such as the employee object, the training system, database optimization, etc.).

1

2 Preparing for Phase II

Phase II of the Administrative Services Intranet project is intended to provide more automated and transactional services to the Intranet. Everything done in Phase I is designed to be complementary to Phase II and not require any major infrastructure or information architecture modifications. Phase II requires a major redesign of the enterprise information contained in the Personnel Database, and as activities in Phase I conclude, planning activities for Phase II will commence. Some of these activities can and should be implemented before Phase II to provide better service and to help reduce the scope of the project.

II. Operations

Governance – The policy setting governance of InsideAGO is provided by the Intranet Policy Group (“IPG”). The IPG is responsible for establishing policies, procedures, standards and guidelines. With representation from the legal divisions, the administrative units, and ISD, the IPG deals with the needs of the agency in an open forum and facilitates a cooperative environment for our intranet. The IPG is composed of business-unit representatives and representatives from the IS organization. It is intended to be a business team, not a technology team. The IPG is responsible for the initial creation of policy, procedures, standards and guidelines regarding the intranet, as well as the ongoing maintenance of those items. Currently the leadership of an IPG is provided by the IS organization, however it may be appropriate to transfer leadership to a business unit in the future as the agency evolves to assume this responsibility. Because of their webmaster role, the Technical Business Integration Services unit has assumed this leadership responsibility. Members of the IPG include:

Shirley Lee, Customer Relationship Manager, ISD

Jane Halligan, Law Library Manager

George Oldham, Payroll Services Manager

Renee Zirkle, HRO Operations Manager

Kim Siebs, HRO Consultant, Seattle

Chris Anthony, Public Information Officer, Public Affairs

Melody Younglove, Legal Services Manager, Admin

Curt Jones, Paralegal, SHS

Martin Singleton, Paralegal, Torts

Judy Gaul, Confidential Secretary, Admin

Debbie Eggen, Technical Business Integration Services Coordinator, IPG Chair

Staffing of the IPG is currently provided by Melisa Dolby, Fa Niemi, and Marvin Young.

The IPG meets as needed to discuss business issues that affect policies governing InsideAGO. It is at the discretion of the IPG Chair to determine the schedule.

InsideAGO Heat Tickets:

• Application Services: To help in the transition from project to M&O we recommend InsideAGO Heat Tickets such as Bugs, Enhancement Requests, New Development be assigned to a member of Application Services to complete the task and Melisa Dolby for support.

• Technical Business Integration Services Group: Calls or email fielded by ISD Customer Support regarding Content on/for InsideAGO should be 1) sent to respective content owner or 2) assigned to Technical Business Integration Services/InsideAGO Webmaster for appropriate routing.

• Call Center Coordinator: The category InsideAGO in Heat should become a Call Type under Applications AGO. Current Call Subtypes are the following: Add Content, AGTV, Bad Link, Bugs, Can’t Connect, Empl Directory, Enhancement Req, Events Calendar, How-To, Permissions, and zOther.

Training: An introductory training course (2 hrs) for Administrative Tools has been developed and is a requirement for content providers to have access to the tools. We recommend that the Technical Business Integration Services Group provide the introduction course along with the development of a more advanced course including formatting html pages for InsideAGO. Site managers will require a separate introductory course that shows them the tools, and describes the role of a site manager.

It may be appropriate to conduct one-on-one or small group sessions outside of or in lieu of a training course to get content providers or site manager’s access to their tools. It may also be necessary if a particular group has complex or unusual content and requires special training.

The Technical Business Integration Services Team and the Customer Support Center should be able to provide technical support for training such as setting up SharePoint permissions and/or database permissions. The project team will provide a walkthrough on performing the administrative database activities described in Appendix D and will provide online help within InsideAGO.

InsideAGO Group Management: The Applications Services and Technical Business Integration Services Groups will maintain the InsideAGO groups and their members. As a content provider or site manager completes training they will need to be added to their appropriate group in production. Tools will be developed to assist in group and site manager management.

Server Maintenance and Development Support: The Network Platform Services provide support to the maintenance staff in the following ways:

• Periodic updates to NT Groups used for SharePoint

• All production servers used by InsideAGO need to be backed up

• During Development, Testing, and Training the SharePoint documents or workspace on development or test may need to be replaced with those in Production.

Development: The Custom Software Support Services group is responsible for development to fix bugs, enhancements, and new development.

InsideAGO Content: Content providers may not be able to maintain the following types of content and will require support.

• Creation of InsideAGO Web Forms – This requires development using Visual Studio 2003 and is considered a form of content rather than an enhancement.

• See Appendix D

ISD Content: Content of a 1st level support nature should be provided and maintained by the Customer Support Center, such as How To’s and other information that the Customer Support Center provides to customers through phone conversations and email.

Other ISD Content is managed by Shirley Lee and provided by various ISD content providers.

InsideAGO Webmaster: We recommend the InsideAGO Webmaster duties remain with the Project team until most of the content has been transitioned to the Content Providers. After this transition we recommend Technical Business Integration Services group take ownership of the Intranet Admin (InsideAGO Webmaster) duties:

• Responding and Routing email – Sending email back to the content providers

• Content Support and Monitoring – In addition to providing assistance with the Administrative Tools, HTML Formatting, Saving to SharePoint etc. content providers may also need help understanding how their content should be organized. Encourage using chunk lists and add existing rather than embedding InsideAGO links in HTML.

• Content advocacy / Recruit Content – Custom Employee Lists, Web Forms, Word and Excel Template Links, etc.

• Contact for InsideAGO (presentations, etc.)

We anticipate this role to result in about five hours of work per week.

Database Support: Custom Software Support Services should provide Database support and include the following:

• Optimization

• Stored Procedures – Assist in creating, Peer Review, Transfer between servers

• During Development, Testing and Training the InsideAGOPortal database data on development or test may need to be replaced with the data from the Production database.

• Data Backup

InsideAGO Staff Skills Matrix: This matrix relates skills needed to maintain system functions and relates these same skills to staff. Location of Skills Matrix: \\atgolyhubfile2\isddata$\AppsDev\InsideAGODocumentation\MaintenanceAndOperations\InsideAGOStaffSkillsMatrix.xls

Architecture Walkthrough: Project staff will present a technical overview of the architecture of the InsideAGO system to the Customer Software Support team. The walkthrough will cover major areas of functionality that will be useful to developers and database administrators supporting the maintenance and operations of the system. It is not intended to cover all aspects of system design, implementation, and maintenance, but will be a useful introduction.

Location of outline: \\AtgOlyHubFile2\isddata$\AppsDev\InsideAGODocumentation\MaintenanceAndOperations\InsideAGOArchitectureWalkthru.doc

InsideAGO Supporting Documentation: Supporting documentation and developer references for InsideAGO includes Requirement Documents, Release Notes, How To’s, Testing Documents, Training Documents, etc. For a more detailed list of documents available see Appendix A.

Location of documents: \\atgolyhubfile2\isddata$\AppsDev\InsideAGODocumentation

Design Specification:

The Design Specification is the document used to build Phase I of the AGO Administrative Services Intranet (“InsideAGO”), that provides administrative support functions (instructions, forms and information) for agency employees. It is the result of the thoughtful planning, analysis, and design by several members of the project team, Information Services Division (“ISD”), Administrative Services content providers, the Intranet focus groups, and the Web Council. It was the project team’s hope that this document not only captured the reasons behind undertaking this project and the business requirements of the Intranet, but also contained a design that reflected those requirements in a manner that is meaningful to the implementation of Phase I, the on-going maintenance and operations of Phase I, and the development of Phase II.

Location of Design Specification: \\atgolyhubfile2\isddata$\AppsDev\InsideAGODocumentation\DeveloperReference\Inside AGO Design Spec (Web Council).doc

Data Model and Data Dictionary:

• Name: InsideAGOPortal

• Locations: Production - atgolyhubsql2, Test - sqltest_oly, Development - atgolydev3

• Location of Data Model: \\atgolyhubfile2\isddata$\AppsDev\InsideAGODocumentation\DeveloperReference\InsideAGOPortal Data Model (RevEng20030120).vsd

If a task or Heat ticket represents a process that is repeatable and appropriate, the InsideAGO Project Team will assist maintenance staff in creating additional documentation or updating existing documentation.

III. Maintenance (Work)

Testing: There are two types of testing for the InsideAGO system. The first is a set of automated test scripts that can be run using Application Center Test (ACT) and the other is a set of manual Test Scripts. See Appendix B for a listing of the InsideAGO Test Scripts.

Prioritization of Work:

|Level |Order |Type |SLA (Contact) |SLA (Resolution) |

|1 |0 |Support |4 hrs |Same day |

|1 |1 |Content |4 hrs |Same day (Webforms 1 to 2 days) |

|2 |2 |Bugs |4 hrs |1 to 2 weeks |

|2 |3 |Infrastructure |4 hrs |1 to 2 months |

|2-3 |4 |Enhancements |4 hrs |Variable |

|3-4 |5 |New Development |4 hrs |Variable |

Existing Heat Tickets: See Appendix C

Appendix A – InsideAGO Documentation

• ContentProviderHelp – This folder contains help documentation for InsideAGO Content Providers

• DeveloperReference – This folder contains reference materials that could be helpful to a developer for maintenance on InsideAGO. Such as

o Requirement Documents

o The Design Specification

o Information on creating Web Forms and Web Parts for InsideAGO

o How To’s (i.e. How to Link to Word and Excel Templates)

• InsideAGOStatistics –This folder contains statistics in the form of Tables, Charts and Graphs generated by FrontPage

• MaintenanceAndOperations

o Groups and Permissions

o Enhancement Suggestions

o Content Maintenance Documentation

o Required ISD Support Documentation

• ReleaseInformation – This folder contains Release Schedules and Release Notes

• StoredProcedurePeerReviews – This folder contains a copy of all InsideAGO Stored Procedures and supporting PRCs

• TechnicalServices – This folder contains documentation provided by Technical Services regarding Server Information and Instructions on restarting IIS

• Testing – Documentation on ACT Testing and Manual Regression Test Scripts for InsideAGO

• Training – Documentation and Supporting Documents for InsideAGO Training

Appendix B: InsideAGO Testing

Administrative Tools Test Scripts:

1. AddExisting.htm

2. AdminToolsAddNew.htm

3. AdminToolsDelete.htm

4. AdminToolsModify.htm

5. AdminToolsModifyContentTypes.htm

6. AdminToolsModifyListPage.htm

7. AdminToolsModifyListPageTypes.htm

8. AdminToolsSort.htm

9. ChangeFeature.htm

10. ManageHighlights.htm

11. Move.htm

General InsideAGO Test Scripts:

12. Applications.htm

13. DisplayingContent.htm

14. Navigation.htm

15. Searching.htm

16. WebForms.htm

17. Printing - We also test the Printer Friendly link for various types of content.

Automated Test Scripts for ACT: The project and scripts can be found here -

Instructions for loading project and running InsideAGO Test Scripts using ACT:

Appendix C: Current Heat Ticket Prioritization

|Priority |

|1 |

|3 |

|1 |

|2 |

|3 |

|3 |00098131 |

|Joan Mackey June 17, 2004 |Fred Olson June 17, 2004 |

|Project Manager |Executive Sponsor |

| | |

|Fa Niemi June 17, 2004 |Greg Harvill June 17, 2004 |

|Lead Developer |Network Platform Services Coordinator |

| | |

| |Debbie Eggen June 17, 2004 |

| |Business Integration Services Coordinator |

| |Jodi Soper June 17, 2004 |

| |Customer Services Center Coordinator |

| | |

| |Marvin Young June 17, 2004 |

| |Customer Software Support Services Coordinator |

| | |

Management Team Approval:

| | |

|Jim Albert June 17, 2004 |Andy Hill June 17, 2004 |

|ISD Manager |Workload Management Coordinator |

| | |

| | |

|Shirley Lee June 17, 2004 |Phil Andresen June 17, 2004 |

|Customer Relationship Management Coordinator |Human Resources Management Coordinator |

| | |

Approved as to Form and Process:

|Joan Mackey June 17, 2004 |

|ISD Project Office |

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