Application Systems Management

The Application Systems Management (ASM) Division supports more than 48,000 customers of the statewide finance, procurement, and human resource applications. By providing ready access to current, complete, and consistent information, these applications provide the functionality necessary to effectively manage statewide administrative processes, and allow Maryland's policy makers and agency managers to make informed business decisions.

ASM is committed to providing systems and services that meet the needs of our customers. If you should experience service or performance degradation, please contact the Customer Service Desk immediately at (410) 697-9700. Suggestions for application improvements and other non-critical, time sensitive issues can be emailed to the Customer Service Desk.

Business Intelligence Professional Services

Service

Description:

The Maryland Department of Information Technology (DoIT) offers interactive analytic and visualization tools, in support of business intelligence solutions. Solutions are designed to boost user engagement and informed decision making through data visualizations, dashboards, and reports. Reports and dashboards can be published to the web with data refresh cycles to reflect changes to the underlying source data. The reports and dashboards can be viewed in standard web browsers and on mobile devices. DoIT offers a spectrum of services to deliver business intelligence solutions to help customers meet their business objectives and streamline business processes including the Qlik Sense web-based Application.

Features and Benefits

Design dashboards utilizing Qlik in desktop/web/mobile environments
Access to a wide selection of visualization types, including, but not limited to bar, column, line, pie and doughnut charts, area charts, funnel charts, stats cards, tables, slicers, maps, tree maps, waterfall charts and KPIs
Ability to connect to a variety of data sources, including, but not limited to, Excel, CSV, JSON, Microsoft SQL Server, PostgreSQL, Oracle, Smartsheet, DB2 Salesforce, Microsoft Dynamics, Esri, and OData (Open Data)
Integration to third-party applications and SaaS using APIs, web services, and data transformations
Business analysis assistance to identify and document customer’s business needs and goals
Modernization of legacy dashboards or reporting tools
Enhanced GIS mapping and location capabilities available
Data organization guidance and recommendations
Development of Extract, Transfer, Load (ETL) processes for data transfer
Capability to embed business intelligence solutions into website and mobile applications
Access to DoIT provided training

Dept. Owner:

Business Intelligence Services

Service Owner:

John B Churchill
john.churchill@maryland.gov
240-522-6113

Support Contact: DoIT Service Desk

410-697-9700
Service.Desk@maryland.gov

Status:Currently Offered

Eligible Customers

Enterprise Agencies	Yes
Individual State Agencies	Yes
Counties	No
Local Municipalities	No
Public	No

Service Prerequisites

Before service can be offered the client must meet the following requirements:

DoIT Provided Services:	Single Sign-On (SSO) access for Maryland.gov customers
Technical:	Customer provides any existing system documentation and copy of database.
Non-Technical:	Customer provides business requirements Customers approve and sign Statement of Work (SOW) and service agreement(s) prior to project kick-off Customer provides point of contact with direct knowledge of business process and data Customer provides point of contact to formalize requests for service Provide three (3) customer contacts to be used as contacts for this service.

Notes: Qlik software licensing can be obtained through DoIT. See DoIT Service Catalog – Business Intelligence Software for details and pricing.

Scope of Service

This section outlines the area of responsibility between the provider (DoIT) and the customer.

In Scope:

Development of functional requirements
Development of statement of work/services to include level of effort (LOE) and cost
Dashboard and report development
Extract-Transfer-Load (ETL) workflow development
End user training and support (as defined in SOW)

Out of Scope:

Custom development
Non-standard plug-ins and add-ons
Creation of new APIs
Data clean-up and preparation
Data maintenance
Provide services outside of the SLA Support Hours
It is not recommended to tie this service to business critical or revenue generating data

Customer Responsibilities:

Provide requirements
Provide signature on Statement of Work (SOW) prior to project kick-off
Provide data sources and/or appropriately formatted data
Provide required workflows and business processes
Provide timely feedback on application user interface
Provide three (3) customer contacts to be used as contact for this service.

Service Level Agreements

Category	Enterprise Customer	Standalone (Non-Enterprise) Customer
Response/Resolution Time:	99.9% Uptime	99.9% Uptime
Capacity:	Documented in Statement of Work (SOW)	Documented in Statement of Work (SOW)
Support Hours:	7AM - 5PM Monday - Friday	7AM - 5PM Monday - Friday
Maintenance Schedules:	Documented in SOW	Documented in SOW
Upgrades and Refreshes:	Documented in SOW	Documented in SOW