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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 ITD 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
2. Service Targets/Hours of Availability
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.|
ITD 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 8:00am - 5:00pm, Monday through Friday.|
*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 reviewed with the CIW Executive Board summarizing the project status, post-production support and customer outreach activities.
Monthly report and reviewed with the CIW Executive Board summarizing the status of open/closed change orders and updating priorities.
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.|
|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.
** ITD 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: CIW
Customer Specific - Costs Directly Charged to Customers
|1||Customer Specific - Costs Directly Charged to Customers|
|Total Customer Specific Costs|
Direct Dedicated Resources
Salaries (AA) and Fringe (DD) Costs, Contract (U05, HH)
|2a||Salaries (AA) and Fringe (DD) Costs,|
Contract Support (HH/U05)
Hardware/Software/Contracts (UU, LL, etc)
|2b||Dell Software-ColdFusion Enterprise 9 (2 CPU) to support Security Office's In-Tempo application|
|IBM Eff. FY12, Cognos Impromptu Web Reports Legacy (E06B9LL = 266; E06BALL = 2)|
|IBM IBM Software ESSO Amendment 1-Additional ITD portion Plus 2 yrs of support at $38k annually (Will roll throughout contract term)|
|IBM-IBM Software - ESSO Amendment 3 - ITD Netezza|
|SHI Information Power Center Upgrade 9.0 (prior version covered under BI000043)|
|Other Costs, Re-Classifications, Adjustments|
Total Hardware/Software/Contracts Costs
Allocated Shared Resources
|3a||Allocated Shared Resources|
|Total Allocated Costs|
Shared ITD Data Center Services
|4||Dedicated x86 Platform Support||SV110|
|Data - Archive||SH000|
|Data - Data Backup and Recovery||SG100|
|Data - Non-Prime I/O Operations||SB1N0|
|Data - Non Prime CPU Time||SA1N0|
|Data - On-line Data Storage (DASD)||SF090|
|Data - Platinum (Symmetrix)||SF0K0|
|Data - Silver (Clarion Auto-tier FC, SATA)||SF0C0|
|Hosting - Linux OS Support||SV120|
|Hosting - Non-Prime I/O Operations||SB0N0|
|Hosting - Non-prime CPU Time||SA0N0|
|Hosting - Prime CPU Time||SA0P0|
|Hosting - Prime I/O Operations||SB0P0|
|Hosting - Shared VMWare Platform Support||SV350||$160||228||$36,480|
|Hosting - Windows OS Support||SV210||$203||180||$36,540|
|Unified Communications - 1000 Mpbs Campus Routed/Switched||SJ1R0||$2,359||48||$113,232|
|Unified Communications - SNA Connect Time||SJ200||$0.0034||256||$1|
Total Shared ITD Data Center Costs
Allocated Costs Not Specific to Service
|5a||Allocated Costs Not Specific to Service|
|Total Allocated Costs Not Specific to Service|
Allocated Commonwealth Information Warehouse to MMARS (60%) and HRCMS (40%)
|5b||Allocated Commonwealth Information Warehouse to MMARS (60%) and HRCMS (40%)|
|Total Allocated Commonwealth Information Warehouse to MMARS (60%) and HRCMS (40%)|
Less: Customer Specific - Costs Directly Charged to Customers
|6||Less: Customer Specific - Costs Directly Charged to Customers|
|Total Less: Customer Specific - Costs Directly Charged to Customers|
Total Expenses for CIW
Rates pertaining to this service offering include:
Planned FY2013 Units
FY 2013 Rate
|None||CIW Costs are recovered via the MMARS & HRCMS rates (60% - 40% respectively)|
Updated December 6, 2012
Published August 14, 2009
Created April 16, 2009: Information provided by the Enterprise Application Services Team