Exhibit 300 (BY2009) - Information Technology Infrastructure, Centers for Disease Control and Prevention

1. Date of Submission:

2008-02-04

2. Agency:

009

3. Bureau:

20

4. Name of this Capital Asset:

CDC Information Technology Infrastructure

5. Unique Project Identifier:

009-20-02-00-01-1152-00

6. What kind of investment will this be in FY2009?

Operations and Maintenance

7. What was the first budget year this investment was submitted to OMB?

FY2002

8. Provide a brief summary and justification for this investment, including a brief description of how this closes in part or in whole an identified agency performance gap.

CDC's IT infrastructure provides the foundation which enables CDC to perform it's critical mission of public health monitoring, research, communications, resource management, and surveillance. The goal is to provide service that is designed, deployed, operated and managed to meet the needs of CDC's public health mission. It must be flexible enough to respond to increased levels of service and rapid deployment of IT infrastructure for public health emergencies and support the day to day business functions. CDC with OMB approval has "restructured" CDC's Information Technology Service Office (ITSO). ITSO operates as a single enterprise office structured as a Restructured Organization (Formerly referred to as High Performing Organization (HPO)).ITSO is a consolidation of all IT infrastructure management and operations into a single organization reporting to the CDC Chief Information Officer and operating as a HPO in line with competitive sourcing policy exempt from a standard or streamlined competition for a period of five years (FY05- FY09) as long as all Key Performance Indicators (KPIs) are met or exceeded. Supporting 13,500 IT infrastructure users of CDC data and services, this investment include all CDC IT infrastructure services and costs. Infrastructure functions include acquisition, installation, and support of the following: Desktop workstations, Directory services, E-mail , Tier-one helpdesk, Infrastructure software, Internet/, IT security, Networking, Remote access, Server support , Telecommunications, Videoconferencing. Other alternatives evaluated include (1) continuation of the previous CDC infrastructure management distributed among 18 CDC programs in over 36 geographic locations; (2) consolidation of all IT infrastructure management and operations into a single organization without additional aggressive business process re-engineering. The current "restructured organization" continues to outperform the other alternatives. As of 3rd quarter FY07, all KPIs for cost efficiency, staffing efficiency, service offerings, and service quality have been exceeded. This investment was approved by the CDC TRB and CDC ITIRB in June 2006. This initiative is steady state; has conducted the first operational analysis; and as a result of the analysis will remain in steady state. This initiative supports HHS Goal 8: Achieve excellence in management practices and PMA Initiatives, Expanded Electronic government and Competitive Sourcing.

9. Did the Agency's Executive/Investment Committee approve this request?

yes

9.a. If "yes," what was the date of this approval?

2007-06-26

10. Did the Project Manager review this Exhibit?

yes

11.a. What is the current FAC-P/PM certification level of the project/program manager?

Senior/Expert-level

12. Has the agency developed and/or promoted cost effective, energy-efficient and environmentally sustainable techniques or practices for this project.

yes

12.a. Will this investment include electronic assets (including computers)?

yes

12.b. Is this investment for new construction or major retrofit of a Federal building or facility? (answer applicable to non-IT assets only)

no

13. Does this investment directly support one of the PMA initiatives?

yes

If yes, select the initiatives that apply:

Initiative Name
Competitive Sourcing
Expanded E-Government

13.a. Briefly and specifically describe for each selected how this asset directly supports the identified initiative(s)? (e.g. If E-Gov is selected, is it an approved shared service provider or the managing partner?)

Competitive Sourcing is supported by OMB approval of ITSO as a Restructured Organization (HPO) which provides exemption from a standard competition for 5 years (FY05-09). Using a combination of contractor and government staff, a 38% cost savings and 26% reduction in FTEs have been realized. Expanded e-Gov is supported by providing the IT foundation for infrastructure functions; quality services while assuring transparency and accountability for our customers; and reducing operating costs.

14. Does this investment support a program assessed using the Program Assessment Rating Tool (PART)?

no

15. Is this investment for information technology?

yes

16. What is the level of the IT Project (per CIO Council's PM Guidance)?

Level 2

17. What project management qualifications does the Project Manager have? (per CIO Council's PM Guidance)

(1) Project manager has been validated as qualified for this investment

18. Is this investment identified as high risk on the Q4 - FY 2007 agency high risk report (per OMB memorandum M-05-23)?

no

19. Is this a financial management system?

no

19.a.1. If yes, which compliance area:

Not Applicable

20. What is the percentage breakout for the total FY2009 funding request for the following? (This should total 100%)

Area	Percentage
Hardware	25
Software	11
Services	64
Other	1

21. If this project produces information dissemination products for the public, are these products published to the Internet in conformance with OMB Memorandum 05-04 and included in your agency inventory, schedules and priorities?

n/a

22. Contact information of individual responsible for privacy related questions.

Name	Alice M. Brown
Phone Number	770-488-8223
Title	IT Security Project Manager
Email	AMBrown1@cdc.gov

23. Are the records produced by this investment appropriately scheduled with the National Archives and Records Administration's approval?

no

24. Does this investment directly support one of the GAO High Risk Areas?

no

1. Provide the total estimated life-cycle cost for this investment by completing the following table. All amounts represent budget authority in millions, and are rounded to three decimal places. Federal personnel costs should be included only in the row designated Government FTE Cost, and should be excluded from the amounts shown for Planning, Full Acquisition, and Operation/Maintenance. The total estimated annual cost of the investment is the sum of costs for Planning, Full Acquisition, and Operation/Maintenance. For Federal buildings and facilities, life-cycle costs should include long term energy, environmental, decommissioning, and/or restoration costs. The costs associated with the entire life-cycle of the investment should be included in this report.

All amounts represent Budget Authority

Note: For the cross-agency investments, this table should include all funding (both managing partner and partner agencies).

Government FTE Costs should not be included as part of the TOTAL represented.

Cost Type	Py-1 & Earlier -2006	PY 2007	CY 2008	BY 2009
Planning Budgetary Resources	0.000	0.000	0.000	0.000
Acquisition Budgetary Resources	0.500	0.000	0.000	0.000
Maintenance Budgetary Resources	356.467	56.415	54.870	54.540
Government FTE Cost	18.445	19.655	20.530	21.560
# of FTEs	377	195	190	190

2. Will this project require the agency to hire additional FTE's?

no

3. If the summary of spending has changed from the FY2008 President's budget request, briefly explain those changes.

No change.

Agencies must use the following table to report performance goals and measures for the major investment and use the Federal Enterprise Architecture (FEA) Performance Reference Model (PRM). Map all Measurement Indicators to the corresponding Measurement Area and Measurement Grouping identified in the PRM. There should be at least one Measurement Indicator for each of the four different Measurement Areas (for each fiscal year). The PRM is available at www.egov.gov. The table can be extended to include performance measures for years beyond FY 2009.

Row	Fiscal Year	Strategic Goal Supported	Measurement Area	Measurement Grouping	Measurement Indicator	Baseline	Planned Improvement to the Baseline	Actual Results
1	2006	Effective Management of Human Capital/Information Technology/Resources	Mission and Business Results	Information Management	# of new or expanded service offerings	NA	+2	3
2	2006	Effective Management of Human Capital/Information Technology/Resources	Processes and Activities	Costs	cost per user supported	$6772/user	$6839/user	$5439/user
3	2006	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Service Efficiency	# users supported per ITSO staff	66.4 users/ITSO staff	68.1 users/ITSO staff	71.9 users/ITSO staff
4	2006	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Delivery Time	% of services that achieve SLA timeliness goals	70%	80%	92.9%
5	2006	Effective Management of Human Capital/Information Technology/Resources	Technology	Reliability	% of time is available in accordance with SLA	99.8%	99.8%	99.94%
6	2007	Effective Management of Human Capital/Information Technology/Resources	Mission and Business Results	Information Management	# of new or expanded service offerings	+2	+2	+6
7	2007	Effective Management of Human Capital/Information Technology/Resources	Processes and Activities	Costs	cost per user supported	$6839/user	6908/user	$5729/user
8	2007	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Service Efficiency	# users supported per ITSO staff	68.1 users/ITSO staff	69.8 users/ITSO Staff	73.9/users/ITSO staff
9	2007	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Delivery Time	% of services that achieve SLA timeliness goals	80%	85%	83.6%
10	2007	Effective Management of Human Capital/Information Technology/Resources	Technology	Reliability	% of time is available in accordance with SLA	99.8%	99.93%	TBD
11	2008	Effective Management of Human Capital/Information Technology/Resources	Mission and Business Results	Information Management	# of new or expanded service offerings	+2	+2	TBD
12	2008	Effective Management of Human Capital/Information Technology/Resources	Processes and Activities	Costs	cost per user supported	$6908/user	$6977/user	TBD
13	2008	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Service Efficiency	# users supported per ITSO staff	69.8 users/ITSO staff	71.7 users/ITSO staff	TBD
14	2008	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Delivery Time	% of services that achieve SLA timeliness goals	85%	90%	TBD
15	2008	Effective Management of Human Capital/Information Technology/Resources	Technology	Reliability	% of time is available in accordance with SLA	99.8%	99.8%	TBD
16	2009	Effective Management of Human Capital/Information Technology/Resources	Mission and Business Results	Information Management	# of new or expanded service offerings	+2	+2	TBD
17	2009	Effective Management of Human Capital/Information Technology/Resources	Processes and Activities	Costs	cost per user supported	$6977/user	$7047/user	TBD
18	2009	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Service Efficiency	# users supported per ITSO staff	71.7 users/ITSO staff	71.7 users/ITSO staff	TBD
19	2009	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Delivery Time	% of services that achieve SLA timeliness goals	90%	95%	TBD
20	2009	Effective Management of Human Capital/Information Technology/Resources	Technology	Reliability	% of time is available in accordance with SLA	99.8%	99.8%	TBD
21	2010	Effective Management of Human Capital/Information Technology/Resources	Mission and Business Results	IT Infrastructure Maintenance	# of new or expanded service offerings	+2	+2	TBD
22	2010	Effective Management of Human Capital/Information Technology/Resources	Processes and Activities	Costs	cost per user supported	$7047/user	$7047/user	TBD
23	2010	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Service Efficiency	# users supported per ITSO staff	71.7 users/ITSO staff	71.7 users/ITSO staff	TBD
24	2010	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Delivery Time	% of services that achieve SLA timeliness goals	95%	95%	TBD
25	2010	Effective Management of Human Capital/Information Technology/Resources	Technology	Reliability	% of time is available in accordance with SLA	99.8%	99.8%	TBD
26	2011	Effective Management of Human Capital/Information Technology/Resources	Mission and Business Results	Information Management	# of new or expanded service offerings	+2	+2	TBD
27	2011	Effective Management of Human Capital/Information Technology/Resources	Processes and Activities	Costs	cost per user supported	$7047/user	$7047/user	TBD
28	2011	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Service Efficiency	# users supported per ITSO staff	71.7 users/ITSO staff	71.7 users/ITSO staff	TBD
29	2011	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Delivery Time	% of services that achieve SLA timeliness goals	95%	95%	TBD
30	2011	Effective Management of Human Capital/Information Technology/Resources	Technology	Reliability	% of time is available in accordance with SLA	99.8%	99.8%	TBD
31	2012	Effective Management of Human Capital/Information Technology/Resources	Mission and Business Results	Information Management	# of new or expanded service offerings	+2	+2	TBD
32	2012	Effective Management of Human Capital/Information Technology/Resources	Processes and Activities	Costs	cost per user supported	$7047/user	$7047/user	TBD
33	2012	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Service Efficiency	# users supported per ITSO staff	71.7 users/ITSO staff	71.7 users/ITSO staff	TBD
34	2012	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Delivery Time	% of services that achieve SLA timeliness goals	95%	95%	TBD
35	2012	Effective Management of Human Capital/Information Technology/Resources	Technology	Reliability	% of time is available in accordance with SLA	99.8%	99.8%	TBD
36	2013	Effective Management of Human Capital/Information Technology/Resources	Processes and Activities	Costs	# of new or expanded service offerings	+2	+2	TBD
37	2013	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Service Efficiency	cost per user supported	$7047/user	$7047/user	TBD
38	2013	Effective Management of Human Capital/Information Technology/Resources	Customer Results	Delivery Time	# users supported per ITSO staff	71.7 users/ITSO staff	71.7 users/ITSO staff	TBD
39	2013	Effective Management of Human Capital/Information Technology/Resources	Technology	Reliability	% of services that achieve SLA timeliness goals	95%	95%	TBD

1. Is this investment included in your agency's target enterprise architecture?

yes

2. Is this investment included in the agency's EA Transition Strategy?

yes

2.a. If yes, provide the investment name as identified in the Transition Strategy provided in the agency's most recent annual EA Assessment.

CDC Information Technology Infrastructure

3. Is this investment identified in a completed (contains a target architecture) and approved segment architecture?

no

4. Identify the service components funded by this major IT investment (e.g., knowledge management, content management, customer relationship management, etc.). Provide this information in the format of the following table. For detailed guidance regarding components, please refer to http://www.whitehouse.gov/omb/egov/.

Component: Use existing SRM Components or identify as NEW. A NEW component is one not already identified as a service component in the FEA SRM.

Reused Name and UPI: A reused component is one being funded by another investment, but being used by this investment. Rather than answer yes or no, identify the reused service component funded by the other investment and identify the other investment using the Unique Project Identifier (UPI) code from the OMB Ex 300 or Ex 53 submission.

Internal or External Reuse?: Internal reuse is within an agency. For example, one agency within a department is reusing a service component provided by another agency within the same department. External reuse is one agency within a department reusing a service component provided by another agency in another department. A good example of this is an E-Gov initiative service being reused by multiple organizations across the federal government.

Funding Percentage: Please provide the percentage of the BY requested funding amount used for each service component listed in the table. If external, provide the funding level transferred to another agency to pay for the service.

Row	Agency Component Name	Agency Component Description	Service Type	Component	Reused Component Name	Reused UPI	Internal or External Reuse?	Funding %
1	Digital Signature Management	Defines the set of capabilities that guarantee the unaltered state of a file.	Security Management	Digital Signature Management			No Reuse	5
2	Identification and Authentication	Defines the set of capabilities that support obtaining information about those parties attempting to log on to a system or application for security purposes and the validation of those users.	Security Management	Identification and Authentication			No Reuse	5
3	Access Control	Access Control - Support the management of permissions for logging onto a computer, application, service, or network; includes user management and role/privilege management.	Security Management	Access Control			No Reuse	3
4	Video Conferencing	Defines the set of capabilities that support video communications sessions among people who are geographically dispersed.	Communication	Video Conferencing			No Reuse	3
5	System Resource Monitoring	Defines the set of capabilities that support the balance and allocation of memory, usage, disk space and performance on computers and their applications.	Systems Management	System Resource Monitoring			No Reuse	5
6	Email	Defines the set of capabilities that support the transmission of memos and messages over a network.	Collaboration	Email			No Reuse	10
7	Data Exchange	Defines the set of capabilities that support the interchange of information between multiple systems or applications; includes verification that transmitted data was received unaltered.	Data Management	Data Exchange			No Reuse	5
8	Network Management	Defines the set of capabilities that monitor and maintain a communications network in order to diagnose problems, gather statistics and provide general usage.	Organizational Management	Network Management			No Reuse	15
9	Call Center Management	Defines the set of capabilities that handle telephone sales and/or service to the end customer.	Customer Relationship Management	Call Center Management			No Reuse	5
10	Voice Communications	Defines the set of capabilities that provide telephony or other voice communications	Communication	Voice Communications			No Reuse	10

5. To demonstrate how this major IT investment aligns with the FEA Technical Reference Model (TRM), please list the Service Areas, Categories, Standards, and Service Specifications supporting this IT investment.

FEA SRM Component: Service Components identified in the previous question should be entered in this column. Please enter multiple rows for FEA SRM Components supported by multiple TRM Service Specifications.

Service Specification: In the Service Specification field, Agencies should provide information on the specified technical standard or vendor product mapped to the FEA TRM Service Standard, including model or version numbers, as appropriate.

Row	SRM Component	>Service Area	Service Category	Service Standard	Service Specification (i.e., vendor and product name)
1	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	62.5 micron multi-mode fiber
2	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	ACF/NCP V7R5
3	Video Conferencing	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Allied network media converter
4	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	ATM Switch, Cisco
5	Email	Service Access and Delivery	Access Channels	Wireless / PDA	Blackberry
6	Access Control	Component Framework	Presentation / Interface	Static Display	BlueZone Access Server
7	System Resource Monitoring	Service Platform and Infrastructure	Support Platforms	Platform Dependent	CA90S
8	Data Exchange	Service Access and Delivery	Access Channels	Collaboration / Communications	Captaris RightFax
9	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Category 6 cable
10	Access Control	Component Framework	Security	Supporting Security Services	Check Point Firewall
11	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Cisco Catalyst Operating System
12	Access Control	Component Framework	Security	Supporting Security Services	CISCO Firewall services module
13	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Cisco IOS
14	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Cisco Network switch
15	Access Control	Component Framework	Security	Supporting Security Services	Cisco PIX Firewall
16	Access Control	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Cisco Universal Access Server
17	Email	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Citrix Systems
18	Data Exchange	Service Platform and Infrastructure	Database / Storage	Storage	EMC Centera
19	Identification and Authentication	Component Framework	Security	Supporting Security Services	GSI LANguard
20	Network Management	Component Framework	Security	Supporting Security Services	IIS Internet Scanner vulnerability analysis
21	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Wide Area Network (WAN)	Integrated Services Digital Network (ISDN) - Core Aspects of Frame Protocol for Use with Frame Relay Bearer Service
22	Video Conferencing	Service Access and Delivery	Access Channels	Other Electronic Channels	IPTV
23	System Resource Monitoring	Service Platform and Infrastructure	Software Engineering	Software Configuration Management	Microsoft Systems Management Server
24	Email	Service Platform and Infrastructure	Support Platforms	Platform Dependent	Microsoft Windows 2003 Server
25	Network Management	Service Platform and Infrastructure	Support Platforms	Platform Independent	NetCool Service Management
26	Network Management	Service Platform and Infrastructure	Support Platforms	Platform Independent	NetIQ
27	Network Management	Service Platform and Infrastructure	Support Platforms	Platform Dependent	NetOp
28	Voice Communications	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Nortel Communciation Server 1000E
29	Voice Communications	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Nortel PBX
30	Call Center Management	Service Platform and Infrastructure	Support Platforms	Platform Independent	Peregrine
31	Video Conferencing	Service Platform and Infrastructure	Hardware / Infrastructure	Video Conferencing	Polycom Viavideo
32	Video Conferencing	Service Platform and Infrastructure	Hardware / Infrastructure	Video Conferencing	Polycom Video Conference Switch
33	System Resource Monitoring	Service Platform and Infrastructure	Support Platforms	Platform Dependent	RMF
34	Digital Signature Management	Component Framework	Security	Certificates / Digital Signatures	RSA SecurID Key Fobs
35	Network Management	Service Platform and Infrastructure	Support Platforms	Platform Dependent	Server, Configuration Management
36	System Resource Monitoring	Service Platform and Infrastructure	Support Platforms	Platform Dependent	Server, Event Log Management
37	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Wide Area Network (WAN)	SONET, Bellsouth
38	Data Exchange	Service Platform and Infrastructure	Database / Storage	Storage	Storage, EMC
39	System Resource Monitoring	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Switch, Server Monitoring
40	Network Management	Service Access and Delivery	Service Transport	Supporting Network Services	T1
41	Network Management	Service Access and Delivery	Service Transport	Supporting Network Services	T3
42	Data Exchange	Service Platform and Infrastructure	Hardware / Infrastructure	Peripherals	Tape Drive, 9940B, StorageTek
43	Data Exchange	Service Platform and Infrastructure	Hardware / Infrastructure	Peripherals	Tape Drive,1600/6250 bpi, IBM
44	Data Exchange	Service Platform and Infrastructure	Hardware / Infrastructure	Peripherals	Tape, Automated Library
45	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Visara Concentrator
46	System Resource Monitoring	Component Framework	Security	Supporting Security Services	Watchfire AppScan
47	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Wireless Networking Infrastructure, 3ETI
48	Network Management	Service Platform and Infrastructure	Hardware / Infrastructure	Network Devices / Standards	Wireless, Common Carrier

6. Will the application leverage existing components and/or applications across the Government (i.e., FirstGov, Pay.Gov, etc)?

yes

6.a. If yes, please describe.

This investment leverages: Federal Health Architecture (FHA), IT Infrastructure Optimization Line of Business, Internet Protocol Version 6 (IPv6). Yes, this investment will host existing applications across the Government, specifically HHS applications such as EHRP, UFMS (which aligns with the Presidential initiative for financial management), standard HHS Tier-1 Helpdesk, HHS.Net, and standard HHS E-mail system. The IT infrastructure will support or will integrate with all of these applications by providing the hardware/software platforms necessary to process the application, develop the applications, or process the applications. Additionally, as an OMB approved Restructured Organization (HPO), the infrastructure must function and is functioning as efficiently as possible. Further, this initiative complies with teh Federal Health Architecture, leveraging the Consolidated Health Informatics standards, the IT Infrastructure Line of Business standards, and the IT Security Line of Business and Nist security standards. Effective use of government funding is demonstrate by our ability to reduce the cost per customer supported and the ability to continue to expand service offerings, to maintain service timeliness and availability as our annual budget decreases.

1. Does the investment have a Risk Management Plan?

yes

1.a. If yes, what is the date of the plan?

2007-07-13

1.b. Has the Risk Management Plan been significantly changed since last year's submission to OMB?

no

1. Was operational analysis conducted?

yes

1.a. If yes, provide the date the analysis was completed.

2007-06-30

What were the results of your operational analysis?

Performance was acceptable as determined meeting or exceeding all by key performance indicators (KPIS) and indicated no reason to discontinue steady state. ITSO's Restructuring initiative (HPO) established a series of performance metrics with KPIs and additional performance measures that are used to ensure designated quality, availability, and timeliness of services while achieving operational efficiencies. The Restructuring Initiative established a foundation for a comprehensive service level agreement (SLA) for the range of services. The SLA covers the major services offerings categories: Application Server Hosting, Customer Service, E-Mail, Directory Services, IT Infrastructure Security, Mainframe, Networking PC Hardware/software, Remote Access Telecommunications and Videoconferencing. The accountability of the initiative is based on the KPIs which include: Cost per customer/year; Customers supported/ITSO staff; Provision of new/expanded service offerings; Customer satisfaction; Service timeliness; and Service availability. The 3rd quarter FY07 report shows all KPIs exceeded the goals. Cost per customer/year: Goal=$6601, Actual=$5686; Customers supported/ITSO staff: Goal=68.1, Actual=73.5; Provision of new/expanded service offerings: Goal=+2, Actual=+6; Customer satisfaction (% of customers indicating good or excellent service provided): Goal=70%, Actual=83.6%; Service timeliness (%of services that achieve SLA timeliness goals): Goal=80%, Actual=100%; and Service availability (1-(person-hrs outage/total person-hours)): Goal=99.8%, Actual=99.93%.