| | Exhibit 300 (BY2009) - Centers for Medicare and Medicaid Services CMS, Beneficiary e-ServicesPART ONE
OVERVIEW
- 1. Date of Submission:
- 2008-02-04
- 2. Agency:
- 009
- 3. Bureau:
- 38
- 4. Name of this Capital Asset:
- CMS Beneficiary e-Services
- 5. Unique Project Identifier:
- 009-38-01-06-01-1020-00
- 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.
- The core objective of Beneficiary e-Services is to create a virtual enterprise-wide multi-contact channel for handling beneficiaries' inquiries that maximizes resources & service effectiveness across all systems. E-Services modernize & improve CMS customer service through one-stop service by employing industry best practices in Customer Relationship Management. The result promotes access to quality health care and provides premier customer services to our special needs & elderly population. Beneficiary eServices is an integral part of CMS' goals of modernization, contracting reform, accelerated use of electronic health information and implementation of Medicare prescription drug benefit as well as the PMA eGovernment. E-Services include Contact Center Technology & Operations, two public web sites and a beneficiary web portal. Contact Center technology uses a single toll free # to connect callers to an Interactive Voice Response system (IVR), improving beneficiaries' ability to get information when & how they need it. The IVR will provide automated self-service information & transactions to callers. Based on selections made, callers will be routed to the next available, best qualified Agent using Intelligent Call Routing (ICR) software. The Next Generation Desktop (NGD) application accesses CMS data systems to answer Medicare inquiries on enrollment, claims, health care options, preventive services & prescription drug benefits; the NGD integration layer is also used by the IVR and MyMedicare.gov beneficiary portal to access data from a variety of CMS mainframe shared systems thus achieving cost efficiencies, improved manageability, data consistency & reduced systems development times & improved network security. This investment comprises the IT supporting 1-800 MEDICARE. Data from the various contact channels is stored in a data warehouse & will be leveraged to offer improved services to callers. The www.medicare.gov & www.cms.hhs.gov websites offer 1-stop shopping to beneficiaries, providers & CMS partners. www.medicare.gov has interactive tools on Prescription Drug Plan Finder, Nursing Home & Hospital Compare & other tools. MyMedicare.gov beneficiary portal is a part of www.medicare.gov & allows users to log in & have access to personalized information such as enrollment, preventive services, claims, prescription drugs. www.cms.hhs.gov, is the official Agency website targeted to healthcare professionals, policy makers, researchers, & the media.
- 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?
- TBD
- 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?)
- Beneficiary eServices employ full & open competition in award of contracts, making it easy for citizens to obtain service and interact with the federal government via phone & online, and provides improved responsiveness to citizens. It provides quality customer service regardless of whether the citizen contacts CMS by phone or online, minimizing the need for written inquiries. Meeting these initiatives helps to provide a transparent and accountable government.
- 14. Does this investment support a program assessed using the Program Assessment Rating Tool (PART)?
- yes
- 14.a. If yes, does this investment address a weakness found during the PART review?
- yes
- 14.b. If yes, what is the name of the PARTed program?
- 2003: CMS - Medicare Program
- 14.c. If yes, what rating did the PART receive?
- Moderately Effective
- 15. Is this investment for information technology?
- yes
- 16. What is the level of the IT Project (per CIO Council's PM Guidance)?
- Level 3
- 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
- 20. What is the percentage breakout for the total FY2009 funding request for the following? (This should total 100%)
Area | Percentage |
---|
Hardware | 10 | Software | 50 | Services | 40 | Other | 0 |
- 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?
- yes
- 22. Contact information of individual responsible for privacy related questions.
Name | Maribel Franey | Phone Number | (410) 786-0757 | Title | Director, Privacy Compliance | Email | Maribel.Franey@cms.hhs.gov |
- 23. Are the records produced by this investment appropriately scheduled with the National Archives and Records Administration's approval?
- yes
- 24. Does this investment directly support one of the GAO High Risk Areas?
- yes
SUMMARY OF SPEND
- 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 | 18.480 | 0.000 | 0.000 | 0.000 | Maintenance Budgetary Resources | 75.019 | 43.688 | 42.452 | 45.487 | Government FTE Cost | 14.848 | 3.776 | 3.840 | 3.904 | # of FTEs | 128 | 32 | 32 | 32 |
- 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.
PERFORMANCE In order to successfully address this area of the exhibit 300, performance goals must be provided for the agency and be linked to the annual performance plan. The investment must discuss the agency's mission and strategic goals, and performance measures (indicators) must be provided. These goals need to map to the gap in the agency's strategic goals and objectives this investment is designed to fill. They are the internal and external performance benefits this investment is expected to deliver to the agency (e.g., improve efficiency by 60 percent, increase citizen participation by 300 percent a year to achieve an overall citizen participation rate of 75 percent by FY 2xxx, etc.). The goals must be clearly measurable investment outcomes, and if applicable, investment outputs. They do not include the completion date of the module, milestones, or investment, or general goals, such as, significant, better, improved that do not have a quantitative measure.
- 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 | 2005 | S.O. 1.2 - Increase health care service availability and accessibility | Mission and Business Results | Health Care Administration | Number of Registered Users | 0 registered users | 2,500 registered users | 4,537 registered users | 2 | 2005 | S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery | Processes and Activities | Efficiency | % funding spent on self-service channel | 0 | 17% | 17% | 3 | 2005 | S.O. 1.3 - Improve health care quality, safety, cost and value | Customer Results | Response Time | QCM Score | 90% | 90% | 95.05% | 4 | 2005 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time | 95% | 98% up-time | 98.68% up-time | 5 | 2006 | S.O. 1.2 - Increase health care service availability and accessibility | Mission and Business Results | Health Care Administration | Number of Registered Users | 4,537 registered users | 200,000 registered users | 250,000 registered users | 6 | 2006 | S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery | Processes and Activities | Efficiency | % funding spent on self-service channel | 17% | 10% | 7.5% | 7 | 2006 | S.O. 1.3 - Improve health care quality, safety, cost and value | Customer Results | Response Time | QCM Score | 90% | 92% | 94.39% | 8 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time | 98% up-time | 98% up-time | 99.72% up-time | 9 | 2007 | S.O. 1.4 - Recruit, develop and retain a competent health care workforce | Mission and Business Results | Health Care Administration | Number of Registered Users | 250,000 registered users | 15% increase | Est. 2,000,000 registered users | 10 | 2007 | S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery | Processes and Activities | Efficiency | % funding spent on self-service channel | 10% | 10% | 8.5% | 11 | 2007 | S.O. 1.3 - Improve health care quality, safety, cost and value | Customer Results | Response Time | QCM Score | 92% | 93% | Est. 93% | 12 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time | 98% up-time | 99% up-time | Est. 99% up-time | 13 | 2008 | S.O. 1.2 - Increase health care service availability and accessibility | Mission and Business Results | Health Care Administration | Number of Registered Users | 2,000,000 registered users | 2,000,000 additional registered users | Est. 4,000,000 registered users | 14 | 2008 | S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery | Processes and Activities | Efficiency | % funding spent on self-service channel | 10% | 10% | TBD | 15 | 2008 | S.O. 1.3 - Improve health care quality, safety, cost and value | Customer Results | Response Time | QCM Score | 93% | 95% | TBD | 16 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time | 99% | 99% | TBD | 17 | 2009 | S.O. 1.2 - Increase health care service availability and accessibility | Mission and Business Results | Health Care Administration | Number of Registered Users | 4,000,000 registered users | 2,000,000 additional registered users | TBD | 18 | 2009 | S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery | Processes and Activities | Efficiency | % funding spent on self-service channel | 10% | 10% | TBD | 19 | 2009 | S.O. 1.3 - Improve health care quality, safety, cost and value | Customer Results | Response Time | QCM Score | 95% | 95% | TBD | 20 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time | 99% | 99% | TBD | 21 | 2010 | S.O. 1.2 - Increase health care service availability and accessibility | Mission and Business Results | Health Care Administration | Number of Registered Users | 6,000,000 registered users | 2,000,000 additional registered users | TBD | 22 | 2010 | S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery | Processes and Activities | Efficiency | % funding spent on self-service channel | 10% | 10% | TBD | 23 | 2010 | S.O. 1.3 - Improve health care quality, safety, cost and value | Customer Results | Response Time | QCM Score | 95% | 95% | TBD | 24 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time | 99% | 99% | TBD | 25 | 2011 | S.O. 1.2 - Increase health care service availability and accessibility | Mission and Business Results | Health Care Administration | Number of Registered Users | 8,000,000 registered users | 2,000,000 additional registered users | TBD | 26 | 2011 | S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery | Processes and Activities | Efficiency | % funding spent on self-service channel | 10% | 10% | TBD | 27 | 2011 | S.O. 1.3 - Improve health care quality, safety, cost and value | Customer Results | Response Time | QCM Score | 95% | 95% | TBD | 28 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time | 99% | 99% | TBD | 29 | 2012 | S.O. 2.1 - Prevent the spread of infectious diseases | Mission and Business Results | Health Care Administration | Number of Registered Users | 10,000,000 registered users | 2,000,000 additional registered users | TBD | 30 | 2012 | S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery | Processes and Activities | Efficiency | % funding spent on self-service channel | 10% | 10% | TBD | 31 | 2012 | S.O. 1.3 - Improve health care quality, safety, cost and value | Customer Results | Response Time | QCM Score | 95% | 95% | TBD | 32 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time | 99% | 99% | TBD | 33 | 2005 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time Web | 98% | 98% | 98% | 34 | 2005 | S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations | Technology | User Satisfaction | % tasks completed successfully | 60% | 60% | 60% | 35 | 2006 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time Web | 98% | 98.5% | 98.5% | 36 | 2006 | S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations | Technology | User Satisfaction | % tasks completed successfully | 60% | 65% | 65% | 37 | 2007 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time Web | 98.5% | 99% | 99% | 38 | 2007 | S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations | Technology | User Satisfaction | % tasks completed successfully | 65% | 75% | 75% | 39 | 2008 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time Web | 99% | 99.9% | TBD | 40 | 2008 | S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations | Technology | User Satisfaction | % tasks completed successfully | 75% | 85% | TBD | 41 | 2009 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time Web | 99.9% | 99.9% | TBD | 42 | 2009 | S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations | Technology | User Satisfaction | % tasks completed successfully | 85% | 90% | TBD | 43 | 2010 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time Web | 99.9% | 99.9% | TBD | 44 | 2010 | S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations | Technology | User Satisfaction | % tasks completed successfully | 90% | 90% | TBD | 45 | 2011 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time Web | 99.9% | 99.9% | TBD | 46 | 2011 | S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations | Technology | User Satisfaction | % tasks completed successfully | 90% | 90% | TBD | 47 | 2012 | Effective Management of Human Capital/Information Technology/Resources | Technology | Availability | % System Up-time Web | 99.9% | 99.9% | TBD | 48 | 2012 | S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations | Technology | User Satisfaction | % tasks completed successfully | 90% | 93% | TBD |
Enterprise Architecture In order to successfully address this area of the business case and capital asset plan you must ensure the investment is included in the agency's EA and Capital Planning and Investment Control (CPIC) process, and is mapped to and supports the FEA. You must also ensure the business case demonstrates the relationship between the investment and the business, performance, data, services, application, and technology layers of the agency's EA. - 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.
- CMS Beneficiary e-Services
- 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 | Contact and Profile Management | Defines the set of capabilities that provide a comprehensive view of all customer interactions, including calls, email, correspondence and meetings; also provides for the maintenance of a customer's account, business and personal information. | Customer Relationship Management | Contact and Profile Management | Contact and Profile Management | 009-38-01-04-01-1075-00 | Internal | 2 | 2 | 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 | Call Center Management | 009-38-01-04-01-1090-00 | Internal | 2 | 3 | Knowledge Distribution and Delivery | Defines the set of capabilities that support the transfer of knowledge to the end customer. | Knowledge Management | Knowledge Distribution and Delivery | Knowledge Distribution and Delivery | 009-38-01-04-01-1090-00 | Internal | 2 | 4 | Loading and Archiving | Defines the set of capabilities that support the population of a data source with external data. | Data Management | Loading and Archiving | Loading and Archiving | 009-38-02-00-01-1150-00 | Internal | 2 | 5 | 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 | Network Management | 009-38-02-00-01-1150-00 | Internal | 2 | 6 | Data Warehouse | Defines the set of capabilities that support the archiving and storage of large volumes of data. | Data Management | Data Warehouse | | | No Reuse | 1 | 7 | Personalization | Defines the set of capabilities to change a user interface and how data is displayed. | Customer Preferences | Personalization | | | No Reuse | 1 | 8 | Assistance Request | Defines the set of capabilities that support the solicitation of support from a customer. | Customer Initiated Assistance | Assistance Request | | | No Reuse | 1 | 9 | Self-Service | Defines the set of capabilities that allow an organization's customers to sign up for a particular service at their own initiative. | Customer Initiated Assistance | Self-Service | | | No Reuse | 1 | 10 | Multi-Lingual Support | Defines the set of capabilities that allow access to data and information in multiple languages. | Customer Initiated Assistance | Multi-Lingual Support | | | No Reuse | 1 | 11 | Customer Feedback | Defines the set of capabilities that are used to collect, analyze and handle comments and feedback from an organization's customers. | Customer Relationship Management | Customer Feedback | | | No Reuse | 1 | 12 | Document Conversion | Defines the set of capabilities that support the changing of files from one type of format to another. | Document Management | Document Conversion | | | No Reuse | 2 | 13 | Indexing | Defines the set of capabilities that support the rapid retrieval of documents through a structured numbering construct. | Document Management | Indexing | | | No Reuse | 4 | 14 | Document Revisions | Defines the set of capabilities that support the versioning and editing of content and documents. | Document Management | Document Revisions | | | No Reuse | 1 | 15 | Content Authoring | Defines the capabilities that allow for the creation of tutorials, CBT courseware, web sites, CD-ROMs and other interactive programs. | Content Management | Content Authoring | | | No Reuse | 2 | 16 | Content Publishing and Delivery | Defines the set of capabilities that allow for the propagation of interactive programs. | Content Management | Content Publishing and Delivery | | | No Reuse | 2 | 17 | Content Review and Approval | Defines the capabilities that allow for the approval of interactive programs. | Content Management | Content Review and Approval | | | No Reuse | 2 | 18 | Knowledge Capture | Defines the set of capabilities that facilitate collection of data and information. | Knowledge Management | Knowledge Capture | | | No Reuse | 3 | 19 | Categorization | Defines the set of capabilities that allow classification of data and information into specific layers or types to support an organization. | Knowledge Management | Categorization | | | No Reuse | 3 | 20 | Information Sharing | Defines the set of capabilities that support the use of documents and data in a multi-user environment for use by an organization and its stakeholders. | Knowledge Management | Information Sharing | | | No Reuse | 27 | 21 | Information Retrieval | Defines the set of capabilities that allow access to data and information for use by an organization and its stakeholders. | Knowledge Management | Information Retrieval | | | No Reuse | 27 | 22 | Information Mapping / Taxonomy | Defines the set of capabilities that support the creation and maintenance of relationships between data entities, naming standards and categorization. | Knowledge Management | Information Mapping / Taxonomy | | | No Reuse | 6 | 23 | Precision / Recall Ranking | Defines the set of capabilities that support selection and retrieval of records ranked to optimize precision against recall. | Search | Precision / Recall Ranking | | | No Reuse | 1 | 24 | Query | Defines the set of capabilities that support retrieval of records that satisfy specific query selection criteria. | Search | Query | | | No Reuse | 1 | 25 | Classification | Defines the set of capabilities that support selection and retrieval of records organized by shared characteristics in content or context. | Search | Classification | | | No Reuse | 2 | 26 | Email | Defines the set of capabilities that support the transmission of memos and messages over a network. | Collaboration | Email | | | No Reuse | 1 |
- 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 | Data Warehouse | Component Framework | Presentation / Interface | Dynamic Server-Side Display | Cognos PowerPlay | 2 | Data Warehouse | Component Framework | Data Management | Reporting and Analysis | Cognos PowerPlay | 3 | Precision / Recall Ranking | Component Framework | Data Management | Reporting and Analysis | Cognos ReportNet | 4 | Network Management | Component Framework | Presentation / Interface | Wireless / Mobile / Voice | Genesys Customer Interaction Management Platform | 5 | Personalization | Component Framework | Presentation / Interface | Wireless / Mobile / Voice | Nuance | 6 | Content Review and Approval | Service Access and Delivery | Access Channels | Collaboration / Communications | RightNow | 7 | Content Review and Approval | Component Framework | Data Management | Reporting and Analysis | RightNow | 8 | Content Review and Approval | Service Platform and Infrastructure | Software Engineering | Software Configuration Management | RightNow | 9 | Email | Service Access and Delivery | Access Channels | Collaboration / Communications | RightNow | 10 | Call Center Management | Component Framework | Data Management | Reporting and Analysis | Siebel UAN | 11 | Call Center Management | Service Access and Delivery | Service Transport | Supporting Network Services | Siebel UAN | 12 | Content Authoring | Component Framework | Presentation / Interface | Content Rendering | Stellent Universal Content Management | 13 | Content Publishing and Delivery | Component Framework | Presentation / Interface | Content Rendering | Stellent Universal Content Management | 14 | Content Review and Approval | Component Framework | Presentation / Interface | Content Rendering | Stellent Universal Content Management | 15 | Content Authoring | Service Interface and Integration | Interoperability | Data Format / Classification | Stellent Universal Content Management | 16 | Content Publishing and Delivery | Service Interface and Integration | Interoperability | Data Format / Classification | Stellent Universal Content Management | 17 | Content Review and Approval | Service Interface and Integration | Interoperability | Data Format / Classification | Stellent Universal Content Management | 18 | Content Authoring | Component Framework | Data Management | Reporting and Analysis | Stellent Universal Content Management | 19 | Content Publishing and Delivery | Component Framework | Data Management | Reporting and Analysis | Stellent Universal Content Management | 20 | Content Review and Approval | Component Framework | Data Management | Reporting and Analysis | Stellent Universal Content Management | 21 | Contact and Profile Management | Component Framework | Data Management | Reporting and Analysis | Stellent Universal Content Management | 22 | Information Retrieval | Service Platform and Infrastructure | Delivery Servers | Application Servers | TBD | 23 | Personalization | Service Access and Delivery | Service Requirements | Authentication / Single Sign-on | TBD | 24 | Self-Service | Service Access and Delivery | Service Requirements | Authentication / Single Sign-on | TBD | 25 | Knowledge Distribution and Delivery | Service Access and Delivery | Access Channels | Collaboration / Communications | TBD | 26 | Classification | Service Interface and Integration | Interoperability | Data Format / Classification | TBD | 27 | Information Mapping / Taxonomy | Service Interface and Integration | Interoperability | Data Format / Classification | TBD | 28 | Document Conversion | Service Interface and Integration | Interoperability | Data Transformation | TBD | 29 | Multi-Lingual Support | Service Interface and Integration | Interoperability | Data Transformation | TBD | 30 | Classification | Service Interface and Integration | Interoperability | Data Types / Validation | TBD | 31 | Classification | Service Platform and Infrastructure | Database / Storage | Database | TBD | 32 | Information Retrieval | Service Platform and Infrastructure | Database / Storage | Database | TBD | 33 | Personalization | Service Platform and Infrastructure | Database / Storage | Database | TBD | 34 | Self-Service | Service Platform and Infrastructure | Database / Storage | Database | TBD | 35 | Query | Component Framework | Data Management | Database Connectivity | TBD | 36 | Loading and Archiving | Component Framework | Data Management | Database Connectivity | TBD | 37 | Information Retrieval | Service Access and Delivery | Delivery Channels | Internet | TBD | 38 | Personalization | Service Access and Delivery | Delivery Channels | Internet | TBD | 39 | Self-Service | Service Access and Delivery | Delivery Channels | Internet | TBD | 40 | Indexing | Component Framework | Data Management | Reporting and Analysis | TBD | 41 | Document Revisions | Component Framework | Data Management | Reporting and Analysis | TBD | 42 | Knowledge Capture | Component Framework | Data Management | Reporting and Analysis | TBD | 43 | Categorization | Component Framework | Data Management | Reporting and Analysis | TBD | 44 | Information Retrieval | Service Platform and Infrastructure | Database / Storage | Storage | TBD | 45 | Information Retrieval | Service Platform and Infrastructure | Delivery Servers | Web Servers | TBD | 46 | Network Management | Service Platform and Infrastructure | Hardware / Infrastructure | Wide Area Network (WAN) | TBD | 47 | Knowledge Distribution and Delivery | Component Framework | Presentation / Interface | Wireless / Mobile / Voice | TBD | 48 | Assistance Request | Service Access and Delivery | Delivery Channels | Internet | Windows Internet Explorer | 49 | Customer Feedback | Service Access and Delivery | Delivery Channels | Internet | Windows Internet Explorer | 50 | Content Publishing and Delivery | Service Access and Delivery | Access Channels | Web Browser | Windows Internet Explorer | 51 | Information Sharing | Service Access and Delivery | Access Channels | Web Browser | Windows Internet Explorer |
- 6. Will the application leverage existing components and/or applications across the Government (i.e., FirstGov, Pay.Gov, etc)?
- no
PART THREE
RISK You should perform a risk assessment during the early planning and initial concept phase of the investment's life-cycle, develop a risk-adjusted life-cycle cost estimate and a plan to eliminate, mitigate or manage risk, and be actively managing risk throughout the investment's life-cycle.
Answer the following questions to describe how you are managing investment risks. - 1. Does the investment have a Risk Management Plan?
- yes
- 1.a. If yes, what is the date of the plan?
- 2007-07-23
- 1.b. Has the Risk Management Plan been significantly changed since last year's submission to OMB?
- yes
- 1.c. If yes, describe any significant changes:
- The Next Generation Desktop (NGD) Risk Assessment was revised and updated in accordance with findings in the independent auditor's annual assessment of security controls. Information including Operating System updates, Database upgrades, and new technology implementations were considered and incorporation into the security documentation. Siebel Application Server expansion was completed for the My.Medicare.gov environment to increase capacity for portal users. While revision sections were considerable this year, updates, changes, and additions to the NGD and My.Medicare.gov assessments did not impact the overall system security level specified in the Risk Assessment. Internet Systems MA was significantly changed to represent the transition of the associated production environments for these applications to an Enterprise Data Center. Additionally, the 1-800 Medicare Risk Assessment was updated to reflect expansion of the National Data Warehouse as the system expanded to provide additional storage resources and capacity. The addition of a Secure File Transport site, expansion of the development and production servers, and upgraded perimeter routing equipment was installed to provide increased capability and security for the 1-800 architecture. Penetration test results were reviewed and potential vulnerabilities or weaknesses that could result in the loss or disclosure of CMS data were documented and mitigated to improve security. The updates, changes, and expansions to the 1-800 Medicare architecture did not impact the overall system security level specified in the Risk Assessment. The public websites' risk assessments were updated to reflect the move to the Enterprise Data Center (EDC). Additionally, results from the most recent security audit are being reflected in the updated risk assessments.
COST & SCHEDULE
- 1. Was operational analysis conducted?
- yes
- 1.a. If yes, provide the date the analysis was completed.
- 2007-08-31
- What were the results of your operational analysis?
- CPI = 1.02; SPI 1.00 Costs are running slightly lower than planned and the project is on schedule. Investment has been rebaselined as of this Operational Analysis. Requests for funding to mitigate risks are submitted regularly through the agency's Information Technology Investment Review Board. Application maintenance contract requires consistent service levels, which results in very low schedule variance based on the performance requirements of the contract.
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