The document discusses business process analysis at the Montana Department of Public Health and Human Services (DPHHS). It outlines DPHHS's current IT infrastructure, including systems like CHIMES for eligibility and Medicaid management. It also discusses DPHHS goals of using IT to support programs, ensuring efficient and secure systems, and implementing an enterprise architecture. The document notes challenges around closing gaps between current and desired IT infrastructure and client services through strategies such as requirements analysis, budgeting, and cross-departmental integration.

1. Kim Boggio
January 2014
Department of Public Health and Human Services
Business Process Analysis

2. Business Analysis
“ … is the practice of enabling change in an organizational context, by
defining needs and recommending solutions that deliver value to
stakeholders.”
BABOK v3

4. WHAT WE WANT THE CLIENTS, ORGANIZATION, SERVICES
AND INFRASTRUCTURE TO LOOK LIKE: VISION
“START WITH THE END IN MIND”
- Stephen Covey

5. MONTANA’S INFORMATION TECHNOLOGY VISION
The state of Montana and its partners advocate that business needs drive technology and
that all partners be included when implementing information technology solutions.
To support this vision, IT initiatives will be grouped by Communities of Interest around
business needs and:
• Be customer-focused in providing electronic and traditional access to government
services and information;
• Enable its customers to prosper in the global economy through IT solutions;
• Utilize strategic relationships and collaborate at all levels of government to effectively
use information technology;
• Meet customers’ expectations for reliable and timely delivery of quality services and
information;
• Manage and use IT resources efficiently;
• Establish statewide direction for information technology through fiscally responsible and
active stewardship.
From:
State of Montana Information Technology
2012 Strategic Plan
For Information Technology

6. Department of Public Health and Human Services
Public Health & Safety Division
2013 Biennium Goals and Objectives
Department of Public Health and Human Services
Operations Services Branch
Technology Services Division
2013 Biennium Goals and Objectives
• Guiding Principles:
Sustainability
Efficiency
Effectiveness
• Theme:
To implement and improve technology that supports the Department’s mission.
• Technology Services Division Goals:
Goal 1: Use information technology to support and enhance DPHHS program service
delivery and increase efficiencies.
Goal 2: Ensure that information technology resources are efficient, responsive, cost-
effective and available when needed.
Goal 3: Implement common business functions across the Department via an
Enterprise Architecture.
Goal 4: Develop and Implement a National Institutes of Standards and Technology
(NIST) Based Security Program.

7. Goals, Objectives, and Action Items
GOAL 1: ACHIEVE MAXIMUM VALUE OF INFORMATION THROUGH THE ACTIVE MANAGEMENT OF
INFORMATION TECHNOLOGY
• OBJECTIVE 1: INCREASE USE OF CONSOLIDATED PLATFORMS AND SHARED SERVICES
• OBJECTIVE 2: RECRUIT, TRAIN, AND RETAIN A HIGHLY SKILLED WORKFORCE
• OBJECTIVE 3: STRENGTHEN AND EXPAND INFORMATION TECHNOLOGY PARTNERSHIPS
• OBJECTIVE 4: DEVELOP AND IMPLEMENT MANAGEMENT PROCESSES FOR USING AND SECURING
INFORMATION
GOAL 2: AGGRESSIVELY USE TECHNOLOGY TO EXTEND CAPABILITIES THAT ENHANCE, IMPROVE,
AND STREAMLINE SERVICE DELIVERY
• OBJECTIVE 1: SEEK OUT AND IMPLEMENT INNOVATIVE INFORMATION TECHNOLOGY SOLUTIONS
• OBJECTIVE 2: ENHANCE COLLABORATION
• OBJECTIVE 3: INCREASE USE OF SEAMLESS CROSS-BOUNDARY INFORMATION SOLUTIONS
GOAL 3: BUILD AN INFRASTRUCTURE / ARCHITECTURE THAT PROVIDES CITIZENS AND
EMPLOYEES OF THE STATE ACCESS TO INFORMATION HOWEVER AND WHENEVER THEY NEED
IT
• OBJECTIVE 1: EXPLORE AND IMPLEMENT TECHNOLOGY TO ENHANCE ACCESSIBILITY, AVAILABILITY,
AND USABILITY OF INFORMATION
• OBJECTIVE 2: LEVERAGE ROBUST TECHNOLOGY PLATFORMS
• OBJECTIVE 3: DOCUMENT AND IMPLEMENT REPEATABLE TECHNOLOGY MANAGEMENT PROCESSES
From:
State of Montana Information Technology
2012 Strategic Plan
For Information Technology

8. Goals, Objectives, and Action Items (Con’t)
GOAL 4: ENHANCE THE RELIABILITY AND SECURITY OF THE STATE’S
INFORMATION SYSTEMS
• OBJECTIVE 1: DEVELOP AND IMPLEMENT AN INFORMATION RISK MANAGEMENT
PROGRAM
• OBJECTIVE 2: IDENTIFY AND DOCUMENT COMPLIANCE REQUIREMENTS
• OBJECTIVE 3: STREAMLINE AND UNIFY INFORMATION SECURITY PROCESSES IN
ACCORDANCE WITH INDUSTRY PRACTICES
GOAL 5: DEVELOP AND IMPLEMENT AN INFORMATION TECHNOLOGY
GOVERNANCE STRUCTURE FOR DELIVERY OF EXPECTED BENEFITS
• OBJECTIVE 1: DEVELOP AND UTILIZE AN ENTERPRISE ARCHITECTURE
• OBJECTIVE 2: COORDINATE AND LEVERAGE STATE TECHNOLOGY INVESTMENTS
• OBJECTIVE 3: PROVIDE ONGOING REVIEW OF CAPITAL INFORMATION TECHNOLOGY
PROJECTS
• OBJECTIVE 4: ALIGN TECHNOLOGY INVESTMENTS WITH THE STATE’S OVERALL
GOALS, PRIORITIES, AND MISSION OBJECTIVES

9. Department of Public Health and Human Services
Public Health & Safety Division
2013 Biennium Goals and Objectives
(2013 Biennium Executive Budget Submission)
Technology Services Division Objectives:
Objective 1.1: Develop, maintain and enhance DPHHS IT systems to meet changing business
needs and policies at the State and federal levels.
Objective 1.2: Plan to replace legacy systems that have reached end-of-life.
Objective 1.3: Implement electronic records management at the enterprise level.
Objective 1.4: Department Systems will be designed to allow for GIS functionality.
Objective 1.5: Expand use of collaboration tools (WebEx, SharePoint) Department-wide in support
of programs and projects.
Objective 1.6: Expand eGovernment Services.
Objective 2.1: Install, maintain and enhance servers, databases, networks, and personal
computers.
Objective 2.2: Develop a continuity of operations plan (COOP).
Objective 2.3: Build system redundancy.
Objective 2.4: Hire, train and retain a skilled IT workforce at appropriate levels.
Objective 2.5: Increase energy efficiency of IT infrastructure.
Objective 2.6: Continue to create project management tools and templates to be used across the
Divisions.
Objective 3.1: Implement new systems within Service Oriented Architecture.
Objective 3.2: Implement an Enterprise Service Bus.
Objective 3.3: Implement Decision Support Systems.
Objective 4.1: Ensure security of DPHHS data.
Objective 4.2: Ensure privacy of DPHHS systems.
Objective 4.3: Ensure availability of DPHHS data.
Objective 4.4: Ensure integrity of DPHHS data.
Measurement:
Objectives will be measured by monitoring and reporting (Biennial Report to the IT Plan) progress and
accomplishments against the goals and objectives outlined in DPHHS’ Agency IT Plan. This plan is
filed on a biennial basis with the State CIO and is a statutory requirement.

10. CURRENT SITUATION: WHAT CLIENTS, ORGANIZATION,
SERVICES AND INFRASTRUCTURE LOOK LIKE: BENCHMARK
“THE BUSINESS OF HELP AND HOPE”

11. CLIENTS (Stakeholders)
• First & Foremost: Citizens of the State of Montana
• Homeless
• Hungry
• Children
• Elderly
• Disabled
• Lack of Education
• Unemployed
• Drug & Alcohol Addiction
• DPHHS Caseworkers
• DPHHS Field Personnel

12. • Montana has nearly one million residents and an area of nearly
146,000 square miles.
• There are only seven cities with more than 20,000 residents and
only 15 cities with 5,000 to 20,000 residents.
• American Indians tend to live in more rural areas of the state:
only 18% lived in Montana’s seven cities of 20,000 or more
according to the 2010 Census, and only 5% lived in cities of 5,000
to 19,999; compared to 36% and 11% of White residents,
respectively.
• As a result, 53% of our population lives in rural or frontier areas,
characterized by lack of essential services including health care,
both general and specialized, in their local communities, and long
distances from and long travel times to essential services.
• Most Montana counties are designated as medically underserved.
Clients: Montana Demographics

13. PROGRAMS AND SERVICES
•Aging Services
•Child Protection
•Disability Services
•Drug and alcohol addiction
•Healthy Montana Kids
•Long Term Care
•Medicaid
•Mental Health
•Public Health & Safety
•Public Assistance
•SNAP
•Services to Native American Children and Families
•TANF
•Vocational Rehabilitation

14. CURRENT INFORMATION TECHNOLOGY INFRASTRUCTURE
Montana Department of Public Health and Human Services
• Designed, developed, and implemented eligibility systems and enterprise
architecture project (CHIMES-SNAP, CHIMES-TANF, CHIMES-EA). During the
first month of operations the system issued over $15,000,000 in SNAP benefits and
over $1,000,000 in TANF benefits.
• Initiated a project for the design, development, and implementation of a
new Medicaid Management Information System (MMIS). This is a large, multi-
year project.
• Implemented a Document Management System for the scanning, electronic
storage, and retrieval of case file documents in all its offices of public
assistance. The Document Management System currently implemented for Public
Assistance Programs allows scanning and electronic storage of all case file
information.
• Implemented a public web portal that allows citizens to apply for public
assistance online. An average of 1,050 completed applications are processed per
month.
• Design department systems to allow for GIS functionality. DPHHS incorporated
GIS requirements into overall business requirements.
• Installed, maintained, and enhanced servers, databases, networks, and
personal computers. DPHHS transitioned department data center assets to the
SMDC and has 100% server virtualization. The agency established a normalized 5-
year replacement plan for well managed and cost efficient replacement of 3100 PCs
and laptops agency-wide.
• Implemented first agency enterprise architecture platform, which includes
an enterprise service bus and several web service layers with the
implementation of the CHIMES-EA systems.
• Replaced legacy systems that have reached end-of-life. DPHHS systems that
fall into this category include CHIMES, MMIS, and MACWIS.

15. CURRENT INFORMATION TECHNOLOGY INFRASTRUCTURE (Con’t)
• Expanded government Services. Phase 1 of Montana Connections, a public
website for online application for public assistance, was implemented for PDF-based
electronic submission to Offices of Public Assistance. Phase 2 of Montana Connections
will integrate the online application directly into CHIMES-EA, thus eliminating the
data entry step by the worker.
• Implemented new systems within service oriented architecture. With the
production implementation of the CHIMES-EA systems in October 2012, DPHHS will
establish its first enterprise architecture platform.
• Implemented an enterprise service bus. With the production implementation of
the CHIMES-EA systems in October 2012, DPHHS will establish its first enterprise
architecture platform.
• Expanded use of collaboration tools (WebEx, SharePoint) department-wide
in support of programs and projects. DPHHS continues to implement and expand
use of SharePoint throughout the Department to serve both operational and project
based needs for the enterprise.
• Developed a continuity of operations plan. DPHHS is participating in the COOP
project managed by the Department of Administration.
• Built system redundancy. DPHHS plans to move SAN and other redundancy
platforms to the Miles City Data Center.
• Hired, trained, and retained a skilled IT workforce at appropriate levels.
DPHHS successfully hired several key technology staff. IT works with Human
Resources to classify positions and create career ladders. The agency invested
significantly in training its programming and network staff in the latest IT tools,
methods, and practices.
• Ensured security of DPHHS data. DPHHS is implementing a NIST-based security
program, which includes on-going risk assessment of existing systems. NIST security
standards are included in requirements for all system development and
implementation projects. Additionally, the agency is creating a security program that
includes policies, processes, and technology to ensure protected health information
(PHI) and personally identifiable information (PII) is protected on the network and
within systems.
• Ensured integrity of DPHHS data. DPHHS continues to implement data integrity
controls and assurance through the use of a modern application and database
technologies and practices.

16. CLOSING THE GAP
• IT Infrastructure plan:
 Requirements
 Architecture
 Facilities
 Equipment Purchases
 RFP preparation and Evaluation
 Contracts
 Project Management
 Implementation
 Testing
 Training
 Maintenance
• Business Process Analysis
• New Business Process implementation
• Budget formulation and submissions
• Budget allocation and tracking
• New Programs/ Services
• Expansion of existing Program/ Services
• Accurate data on clients/ use of funds/ demographics/ % of those who need services and % of those who actually get
services
• Marketing of programs and services
• Client Focus groups
• “Undercover Boss”
• Federal funding and grants
• Cross departmental IT systems integration (DPHHS and DOL, DOE)