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1. Description of Service
The Commonwealth Information Warehouse (CIW) brings together a subset of the financial, budgetary, human resource, payroll and time reporting information maintained in dedicated and separate systems by individual agencies. CIW provides access to integrated, common data that supports timely, well informed business decisions to authorized users through a centralized and integrated repository.
This service includes:
- Design, development and implementation of new and/or modified CIW objects (e.g., fields, tables, views, etc.).
- Assessment of requested data for integration into the CIW.
- Data mapping.
- Development and/or enhancement of enterprise-wide data quality principles and standards.
- Management and administration of the data warehouse.
- End-user outreach activities.
- Supported infrastructure that allows participants to effectively collect, process, share and distribute related information.
- A secure CIW intranet ( http://www.iw.state.ma.us) providing both a central CIW communication platform and a users' forum to ask questions, share information and best practices, and to submit suggestions.
Support services include:
- A Service Account Manager to answer any questions or concerns regarding MassIT Services.
- Services offered through our Operations Office; including Change Management and customer access to incident management via email, phone (CommonHelp).
- The online COMiT service management portal
- MassIT's Chargeback Billing System.
2. Service Targets and Metrics
Service is available Monday 8:00 am – 11:00 pm and Tuesday through Friday 8:00 am – 6:00 pm and 8:30 pm to 11:00 pm.
Please note: HRCMS data available at 8:00 am is from previous 1 day cycle.
|Planned Maintenance||Maintenance is performed weekly as needed each Monday during which time services are not impacted. Ad-hoc maintenance requiring service interruption will be scheduled for Sunday through change control and customers will be notified in advance as part of the change control process.|
MassIT Service Management Office has standard processes to managing incidents, requests and changes.
Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.
|Request Fulfillment||Staff will respond to service requests during the hours of 8:00 am - 5:00 pm, Monday through Friday.|
|Query Performance||Query performance metrics are being introduced in future Service Level Objective (currently under development).||Performance in seconds|
|Data Availability||Data availability (i.e. when does data become available in warehouse) is being introduced in future Service Level Objectives (currently under development).||System opening times|
*Incidents, requests, or changes that are outside the scope of the defined service description or normal service hours will be direct charged to the customer.
3. Service Reporting
The following reporting information is provided to customers as part of this service:
Monthly report will be made available to the CIW Governance Board summarizing the project status, post-production support and customer outreach activities.
4. Service Requests
|COMiT Service Requests *||Description||Lead Time-Business Days|
|CIW Connectivity Support|
This is a request for assistance connecting to CIW.
2 Days (may be longer depending upon installation requirements* )
|CIW Data Query||This is a request for query assistance within CIW.|
|CIW General Support||This is a request for general support for CIW.|
|CIW Modification to production for|
|This is a request to add new data to the HRCMS and MMARS components of CIW.|
Up to 14 Days depending on complexity of request*.
|CIW Modification Other System Data||This is a request for support of other system data (including UMass, Classic MMARS, PMIS, CAPS, etc.) within CIW.|
Up to 14 Days depending on complexity of request**.
*For new service requests only. To manage existing requests, please log into COMiT.
** MassIT support teams will work with customers to determine the necessary lead time.
5. Customer Responsibilities
Users must have a UAID password to access the Information Warehouse and must protect that password. It is the responsibility of the Departmental Security Officer to confirm the business need for the user's request by checking with the user's supervisor and to notify the Information Security Unit whenever a change in the user's status affects the need for access.
For your convenience, you may also view a detailed list of customer responsibilities .
6. Chargeback Rate Information
For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.
Cost framework: Commonwealth Information Warehouse
1.Direct Charges to Customers
|Total 1A. Customer Specific - Costs Directly Charged to Customers||$0|
|Total 1. Direct Charges to Customers||$0|
2. Direct Dedicated Resources
|Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)||18.50||$1,555,887|
|Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)||18.50||$1,555,887|
|- Dell Software-ColdFusion Enterprise 9 (2 CPU) to support Security Office's In-Tempo app-||$1,396|
|- SHI-Informatic Power Center Upgrade 9.0-||$73,469|
|- Presidio Networked Solutions-Cisco Switches & Components to incr Netezza Bandwidth-||$1,876|
|- IBM-IBM ESSO Maint-||$199,645|
|- Other Costs, Reclassifications, Adjustments-||$6,181|
|Total 2B. Hardware / Software / Contracts (UU, LL , etc)||$282,566|
|Total 2. Direct Dedicated Resources||$1,838,453|
3. Indirect Costs
|Total 3A. Allocated Shared Resources||$0|
|Total 3. Indirect Costs||$0|
4. Indirect Costs
|Hosting - Linux OS Support-||SV120||$283||84||$23,772|
|Data - Silver (Clarion Auto-Tier FC, SATA)-||SF0C0||$0.012||1602036||$19,224|
|Data - Data Backup and Recovery -||SG100||$0.0893||748200||$66,814|
|Hosting - Dedicated x86 Platform Support***-||SV110||$785||24||$18,840|
|Hosting - Windows OS Support-||SV210||$116||120||$13,920|
|Hosting - Shared VMWare Platform Support*-||SV350||$78||420||$32,760|
|Unified Communications - 1000 Mpbs Campus Routed/Switched-||SJ1R0||$1755||48||$84,240|
|Total 4A. Shared ITD Data Center Services||$259,571|
|Total 4. Indirect Costs||$259,571|
5. Allocated Costs
|Allocated Costs Not Specific to Service||$342,790|
|Total 5A. Allocated Costs Not Specific to Service||$342,790|
|Allocated Commonwealth Information Warehouse to MMARS (60%) and HRCMS (40%)||-$2,440,814|
|Total 5B. Allocated Commonwealth Information Warehouse to MMARS (60%) and HRCMS (40%)||-$2,440,814|
|Total 5. Allocated Costs||-$2,098,024|
6. Management Adjustments
|Total 6A. Management Adjustments||$0|
|Total 6. Management Adjustments||$0|
|GrandTotal: Application Services - Commonwealth Information Warehouse||$0|
7. Rates Pertaining to this Service
|SERVICE OFFERING / TITLE / BILLABLE UNIT||RATECODE||RATE||PLANNED UNITS||COST|
|Total 7A. Rates Pertaining to this Service||$0|
Download a complete listing of all chargeback rates
Updated October 21, 2014
Reviewed August 12, 2014
Published August 14, 2009
Created April 16, 2009: Information provided by the Enterprise Application Services Team