DCS Owner-Operator Governance Model


DIR and DIR Customers have established an owner-operator governance model for the Data Center Services program that involves DIR and DIR Customers at all levels in governance decision making, including as representatives on all governance committees.  The model focuses on resolving issues at the lowest possible level and driving for consensus-based solutions involving service providers. Where consensus cannot be reached, there are escalation processes in place.  

Purpose and Guiding Principles

The owner-operator governance model is a set of defined interactions, expectations, decisions, roles and processes that guide the governance of the DCS program. The model is designed to facilitate effective resolution of issues and enable strategic decision making. The model actively involves DIR, DIR Customers, and DCS Service Providers as full members of solution groups.

The model is governed by the following guiding principles:

  • Establish DIR Customer business executives as leaders in guiding the data center services program strategy
  • Implement a decision-making model with DIR Customer authority and accountability
  • Resolve issues at the lowest possible organizational level
  • Establish representative groups to resolve issues
  • Formalize roles and responsibilities for strategy and issue management among DIR, DIR Customers and DCS Service Providers.  

Central features of the owner-operator model include the following:

  • DIR Customers work directly with DCS Service Providers personnel on operational issues and local governance functions and decisions.
  • Governance solution groups/committees address exceptions, enterprise matters and escalations from DIR Customers.
  • Solution groups/ committees are decision-makers and serve a key communication role across the enterprise.
  • DIR will assess and route issues to the correct committee.
  • DIR provides contract oversight functions.

DCS Leadership Committees and Solution Groups

owner-operator structure.JPGThe Executive Leadership Committee is the highest governance committee with overall responsibility for DCS program governance and strategy. The IT Leadership Committee defines enterprise technology strategic goals and promotes their achievement.  The committee resolves enterprise IT issues escalated from the solution group level and makes critical enterprise IT decisions.

Solution Groups are the front line for addressing most enterprise issues that are not initially resolved between DIR Customers, DIR and DCS Service Provider staff.  The goal is to resolve enterprise issues and escalated DIR Customer-specific issues at this level through consensus-based solution building efforts. Service Provider representatives are fully participating members of the solution groups and committees, with the exception of the Contract and Finance Solution Group and the Business Executive Leadership Committee where they participate by invitation.

In addition, each group has responsibility for strategic decisions in their area of expertise. Specific responsibilities of each committee and group are listed in the following section.

Committee and Solution Group Responsibilities

Business Executive Leadership Committee

  • Define the strategic business direction of the DCS program
  • Resolve business critical issues escalated from other committees
  • Monitor implications of results for business performance
  • Approve global business decisions governing the DCS outsourcing relationship

IT Leadership Committee

  • Ensure strategic IT goals are achieved
  • Approve changes to governance decision making framework
  • Approve the addition or deletion of Services
  • Approve changes to the service delivery model
  • Monitor strategic enterprise service delivery and performance
  • Provide joint resolution for escalated enterprise issues
  • Approve critical IT-related decisions
  • Approve and prioritize enterprise projects
  • Resolve appeals from DCS solution group decisions

Technology Solution Group

  • Act as the technology steering committee for the DCS Program
  • Review and approve the DCS Technology Plan
  • Approve technology standards (architecture/platform)
  • Own the technology roadmap
  • Resolve enterprise technology issues
  • Identify, evaluate and recommend new and emerging technologies that may benefit the DCS program
  • Respond to requests from the DCS IT Leadership or Business Executive Leadership Committees for perspectives, advice or recommendations regarding specific technology matters or questions
  • Coordinate with other Solution Groups as needed to complete Committee responsibilities
  • Communicate with partner agencies to build an understanding of their perspectives, share information, and strengthen their partner group network

Transformation Solution Group

  • Monitor transformation plans, milestones, and accomplishments
  • Identify ways to accelerate the consolidation of servers into the state's data centers through best practices information exchange, brainstorming, education/training, and peer-to-peer support
  • Assess effectiveness of consolidation process and recommend improvements for both service providers and agencies
  • Address and resolve escalated enterprise transformation issues
  • Review lessons learned from completed consolidations.
  • Drive collaboration and transparency between all parties

Service Delivery Solution Group          

  • Monitor trends in performance and problem management
  • Oversee RFS Solution and triage refresh project prioritization methodology and process
  • Consult on analysis of Customer Satisfaction Survey results and action plans
  • Address and approve resolution of service delivery issues assigned to the solution group and address trends in service delivery issues
  • Monitor Minimum Service Level Defaults and related Root Cause Analysis (RCA) and corrective actions. 
  • Recommend service delivery and performance improvements
  • Review and recommend changes to enterprise Service Levels, Services, and performance reporting to align with business requirements
  • Communicate with partner agencies to build an understanding of their perspectives, share information, and strengthen their partner group network

Contracts and Finance Solution Group  

  • Review and solicit DCS Customer perspective on vendor contractual or financial matters
  • Review and solicit DCS Customer perspective on proposed contract amendments
  • Review and solicit DCS Customer perspective on proposed changes to Interagency Contracts (IACs) with state agencies and Inter-local Contracts (ILCs) with local government entities
  • Review financial trends
  • Review financial impacts associated with ongoing contract deliverables
  • Review financial results realized from DCS activities
  • Approve changes to enterprise financial report templates