Technology

Services & Security:

Linking Goals and Outcomes

Our Mission:
We provide secure and quality
digital information, services,
and tools to customers and
constituents when and where
they need them.

The Executive Oce of Technology Services and Security (EOTSS) has set
ambitious and important goals for Fiscal Year 2018. Our objectives intend to
drive progress on behalf of the more than 40,000 customers we serve in state
agencies and the 7 million constituents we serve throughout the Commonwealth.
Customer and Constituent Facing Outcomes
Across all of our initiatives, we work towards achieving the following
outcomes for our customers and constituents:

Speed
Security Reliability

Faster. Timely.
On Schedule.
Protected. Rationalized. Consistent. Predictable.
Appropriate Access. Responsive.

Technology
Services & Security Productivity
Human Capital
People. Skills. EOTSS Eective. Ecient.
Training. Output-Oriented.

Financial Capital Digital Tools

Cash Flow. Savings.
Digitalization. E-tools.
Investment.
Mobile.
Customer Service
Meets Demands. Friendly.
Self-Service.

Our Vision:
We envision a modern IT organization that places customers and constituents at
the heart of everything we do. We emphasize outcomes such as speed,
reliability, productivity, security, digital tools, and customer service,
using nancial and human resources.
Fiscal Year 2018 Objectives
1. Enhance the cybersecurity of the Commonwealth by bringing
Secretariats onto a centrally managed and monitored
Commonwealth network.
2. Provision up to half of Executive Branch employee mailboxes
onto Oce 365, and disseminate associated policies for the platform.

3. Continue to make progress in rationalizing our server base and

consolidating data centers.

4. Modernize desktop support onto a single platform and single

support organization.

5. Centralize the procurement and administration of standardized

desktop and laptop devices.

6. Create a new model for digital services that puts constituents rst,
with a majority of trac served on the new Mass.gov at a high
conversion rate.

7. Actively measure sevice levels and ensure network availability

above FY17 levels.
8. Centralize data and telecommunications spend management.

9. Foster an environment for data-driven policy-making by

partnering with an agency to drive one major data study.

10. Operationalize our nance, human resources, procurement,

and legal shared services.

Enhancing our cybersecurity defenses is our

primary and motivating force in transforming
and modernizing technology and
digital services in the Commonwealth.
Primary Objective:
Through policy and
technology,
enhance our
security posture
and mitigate
cybersecurity
threats.

Security is the backbone of

all of our enterprise initiatives.
Objective #1:
Enhance the cybersecurity of the Commonwealth by bringing Secretariats
onto a centrally managed and monitored Commonwealth network.

Speed

Security Reliability

One
Network
Human Capital Productivity

Financial Capital Digital Tools

= medium impact Customer Service

= large impact
Objective #2:
Provision up to half of Executive Branch employee mailboxes onto
Oce 365, and disseminate associated policies for the platform.

Speed

Security Reliability

Oce 365
Human Capital Productivity

Financial Capital Digital Tools

Customer Service
= medium impact
= larger impact
Objective #3:
Continue to make progress in rationalizing our server base and
consolidating data centers.

Speed

Security Reliability

Server
Rationalization
Human Capital Productivity

Financial Capital Digital Tools

= medium impact Customer Service

= larger impact
Objective #4:
Modernize desktop support onto a single platform and single
support organization.

Speed

Security Reliability

Desktop
Support
Human Capital Productivity

Financial Capital Digital Tools

= medium impact Customer Service

= larger impact
Objective #5:
Centralize the procurement and administration of standardized
desktop and laptop devices.

Speed

Security Reliability

Desktop
Modernization
Human Capital Productivity

Financial Capital Digital Tools

= medium impact Customer Service

= larger impact
Objective #6:
Create a new model for digital services that puts constituents rst, with a
majority of trac served on the new Mass.gov at a high conversion rate.

Speed

Security Reliability

Mass.gov
Human Capital Productivity

Financial Capital Digital Tools

= medium impact Customer Service

= larger impact
Objective #7:
Actively measure service levels and ensure network
availability above FY17 levels.

Speed

Security Reliability

Network
Availability
Human Capital Productivity

Financial Capital Digital Tools

= medium impact Customer Service

= larger impact
Objective #8:
Centralize data and telecommunications
spend management.

Speed

Security Reliability

Data and
Telecom
Human Capital Productivity

Financial Capital Digital Tools

= medium impact Customer Service

= larger impact
Objective #9:
Foster an environment for data-driven policy-making by
partnering with an agency to drive one major data study.

Speed

Security Reliability

Data-Driven
Policy
Human Capital Productivity

Financial Capital Digital Tools

= medium impact Customer Service

= larger impact
Objective #10:
Operationalize our nance, human resources, procure-
ment, and legal shared services.

Speed

Security Reliability

Shared
Services
Human Capital Productivity

Financial Capital Digital Tools

= medium impact Customer Service

= larger impact
Technology
Services & Security:
Oce of Strategy Management

We accelerate progress toward achieving shared goals

through planning and performance management,
communications and change management, and
data-driven, strategic execution.

Do you have questions or concerns about our mission, vision, and strategy, or a
recommendation for one of our strategic initiatives?

Email EOTSS-Communications@mass.gov with your thoughts and questions.