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MAF 2018 to 2019 information management and information technology management methodology

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Methodology Overview

In this section

Objectives

The Information Management (IM) and Information Technology (IT) Management Accountability Framework (MAF) Area of Management is the Government of Canada’s key assessment tool to support oversight of how IM and IT are managed in the government. The IM and IT functions support and enable common Government of Canada outcomes and, with the growing focus on open and digital government, IM and IT are increasingly integrated.

At a high level, this integration:

  • illustrates that information and technology jointly enable program and service delivery and support decision-making
  • acknowledges the current alignment of these functions in departments and agencies
  • recognizes the shift toward a government-wide approach for data, information and technology in order to deliver on priorities

The overall objectives of the IM and IT methodology of the MAF for the 2018 to 2019 fiscal year are to:

  • ensure that the foundational elements of digital government are evolving appropriately
  • flag new priorities, activities and directions in support of digital government
  • advance the integration of the Digital Standards and best practices into Government of Canada programs, processes and services

The IM and IT methodology for the 2018 to 2019 fiscal year comprises 3 key areas of assessment or lines of evidence:

  1. IM stewardship
  2. IM program and service enablement
  3. IT stewardship

Use of Management Accountability Framework (MAF) results

MAF results for the 2018 to 2019 fiscal year will provide the following information to these 3 key audiences:

  • deputy heads will use the information to:
    • indicate the overall maturity of key IM and IT activities, within their department or agency and across the Government of Canada
    • report on effective stewardship of information, data and technical infrastructure
    • assess the level of organizational alignment with overall government priorities
  • IM and IT functional communities will use the information to:
    • identify opportunities to strengthen management capabilities and support enterprise transformation activities
    • demonstrate a greater alignment with evolving priorities throughout the Government of Canada
    • highlight leading practices that strengthen functional communities and promote continuous improvement
    • help redefine the roles of IM and IT to work more holistically in support of business requirements
  • the Treasury Board of Canada Secretariat (TBS) will use the information to:
    • provide information to assess departments’ and agencies’ digital maturity
    • gain an overview of assets owned and managed across government (including enterprise data, datasets and applications)
    • identify the state of IM and IT practices and performance across government, including systemic issues and challenges
    • provide additional contextual information used for analysis and reporting

Note: New measures and questions have been incorporated in the IM and IT methodology in order to:

  • develop a digital maturity model for the Government of Canada
  • conduct an analysis of results with a view to enabling continuous improvement in departments and agencies
  • ensure ongoing alignment and integration of the IM and IT and service management methodologies
  • leverage existing and trusted data sources, provided and managed by departments and agencies
Departments’ and agencies’ MAF results will be based on evidence submitted by the draft release deadline (November 15, 2018). No additional evidence will be accepted after this date unless it is to address an override.

Questionnaire

In this section

Information Management Stewardship

Outcome(s): Departments and agencies use tools and infrastructure solutions to effectively manage data and information assets in support of programs, services and priority initiatives for the Government of Canada.

Question 1: To what extent has the department or agency implemented GCdocs?

  • Not Participating
  • Participating
  • Onboarded
Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

Measuring the extent to which a department or agency has adopted GCdocs (content server) provides an understanding of its approach to information management. The focus is on GCdocs because it is the chosen enterprise solution for the Government of Canada.

Participation in the GCdocs program increases a department’s or agency’s capacity to operate in an environment where information management is standardized across departments and agencies, which facilitates the retrieval, use, and sharing of information and data that can be used to help departments and agencies achieve their business objectives.

Definitions:

  • Not participating: A department or agency that is not engaged with the program and that does not have plans to adopt GCdocs
  • Participating: A department or agency that is engaged with the program and that has plans to adopt GCdocs and/or is actively onboarding
  • Onboarded: All departmental or agency users have access to and are using GCdocs

Note: “The GCdocs program” refers to the GCdocs Enterprise Program Management Office of Public Services and Procurement Canada.

Target (where applicable)

n/a

Calculation method

n/a

Evidence source and document limit
TBS to answer

Data source: Reports provided by the GCdocs Enterprise Program Management Office of Public Services and Procurement Canada

Date of data extraction:

Department or agency to answer

Evidence: n/a

Document limit: n/a

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Question 2: To what extent is the department or agency using its GCdocs licences as a means of creating, using and managing information?

  • High
  • Medium
  • Low
  • Not participating
Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

This indicator is intended to provide a more in-depth view of GCdocs (content server) uptake and use within a department or agency.

The indicator quantifies active use of GCdocs and provides valuable insight into the foundational elements of digital technology in the Government of Canada, information management practices, and engagement with GCdocs.

Target (where applicable)

n/a

Calculation method

Calculation: The result of high, medium or low will be determined by using a 3-part calculation with each element scored out of 3:

  1. Percentage of full-time equivalent (FTE) employees who have GCdocs licences: Total GCdocs licences
    ÷ Total FTEs
  2. Percentage of active GCdocs users: Active GCdocs licences
    ÷ Total GCdocs licences
  3. Usage versus active users: GCdocs usage score
    ÷ Active GCdocs licences

Calculation of final score: the sum of the scores for each element is divided by 9 (maximum score), which provides the final score, which can be low, moderate or high. The scoring is as follows:

  • low is 1 to 3
  • moderate is 4 to 7
  • high is 8 to 9
Evidence source and document limit
TBS to answer

Data source: The Government of Canada Enterprise Priority lead will provide GCdocs (content server) users with a LiveReport.

Date of data extraction: Portal close date

Department or agency to answer

Evidence: Completed Excel spreadsheet with all values (as dictated by TBS’s LiveReport)

TBS will provide the response for the number of GCdocs licences.

Departments and agencies will provide the response for:

  • the number of active and disabled licences that exist within the organization’s instance of GCdocs
  • the following values by month:
    • the number of documents viewed in GCdocs
    • the number of documents uploaded or saved to GCdocs
    • the number of documents edited in GCdocs
    • the number of documents deleted from GCdocs

Note: TBS will provide GCdocs (content server) users with a LiveReport that will accurately query and effectively respond to this question.

Document limit: 1

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Information Management Program and Service Enablement

Outcome(s): Departments and agencies are supporting data management and open government activities.

Question 3: In view of the proposal for a Government of Canada Data Strategy (under development), which of the following elements are in place in your department or agency?

Select all that apply:

  • Internal governance structure (designated accountabilities for decision-making about data)
  • Plans (processes and standards in place to address requirements for data usability, storage, access and sharing within or across organizations)
  • Data inventories
  • Talent and capacity development plan (relative to data literacy and internal capacity)
  • Risk assessments approaches noted above (explain)
  • Mechanisms for assuring data quality (accuracy, timeliness, completeness and comparability)
  • Mechanisms to mitigate duplication of data holdings, both local and procured
  • None of the above
Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

This question will collect baseline data that will provide an initial line of sight on departments’ and agencies’ plans for data management, in support of the proposal for a Government of Canada Data Strategy (under development). The question will also serve to highlight forthcoming priorities and expectations to departments and agencies. Departments and agencies are to submit only current (existing) documents as part of this baselining activity.

Note: This question is a follow-up to the documented data governance question asked in the MAF for the 2016 to 2017 fiscal year.

Target (where applicable)

n/a

Calculation method

n/a

Evidence source and document limit
TBS to answer

Data source: n/a

Date of data extraction: n/a

Department or agency to answer

Evidence: n/a

Document limit: 7

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Question 4: What percentage of the datasets used to calculate the Departmental Results Framework or Program Alignment Architecture results are released on open.canada.ca?

Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

This question is intended to provide a view of a department’s or agency’s level of activity in ensuring public access to key data resources. The focus is on data supporting the Departmental Results Framework and the Program Alignment Architecture, which provide high value and important insights into departments’ and agencies’ operations and priorities. The public release of Departmental Results Framework and the Program Alignment Architecture data sources will represent a major step in the effort to foster greater transparency in government operations.

Target (where applicable)

n/a

Calculation method

Number of Departmental Results Framework and Program Alignment Architecture data sources released on open.canada.ca
÷  Total number of Departmental Results Framework and Program Alignment Architecture data sources

  • Organizations will provide a list of all data sources listed in the Departmental Results Framework and the Program Alignment Architecture
  • Where a data source or metadata is available on the open government portal, departments and agencies will provide the associated link
  • A template will perform the calculation of the percentage of data sources that are publicly accessible on open.canada.ca
Evidence source and document limit
TBS to answer

Data source: n/a

Date of data extraction: n/a

Department or agency to answer

Evidence:TBS to provide a standard template for the department or agency to complete

Document limit: 1

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Information Technology Stewardship

Outcome(s): Information technology (IT) and business applications and services meet the needs of the program managers and system users.

Question 5: To what extent has the department’s or agency’s IT plan for 2017 to 2020 demonstrated a level of management practice maturity based on quality and completeness?

  • Low
  • Medium
  • High
Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

This indicator will confirm that IT is:

  • integrated as part of business planning within the department or agency
  • aligned with the Government of Canada’s enterprise priorities for IT modernization
  • balancing enterprise- and program-driven priorities

Specifically, this indicator will assess:

  • the completeness of a department’s or agency’s IT plan
  • the quality of a department’s or agency’s information provided through existing reporting (IT plan, IT expenditure and application portfolio management)

The indicator will also assess how well the department’s or agency’s IT plan aligns with the progress of strategic priorities and objectives as identified in the IM and IT Strategic Plan.

Target (where applicable)

High

Calculation method

A total of 6 indicators will be considered, with 3 points attributed to each, for a maximum possible score of 18 points. Three of the indicators will assess IT plan completeness, and the remaining indicators will assess the quality of the information in terms of how well it supports the analysis of strategic priorities and objectives as identified in the IM/IT Strategic Plan.

The specific components of the analysis include:

Completeness

  • C1: Comparison of total value with the previous year’s IT expenditure report (should be approximately equal)
  • C2: Completeness of the IT plan information across all 3 years (should reflect the department’s or agency’s strategy, investment plan expectations and the department’s or agency’s plan spending trends)
  • C3: Completeness of information about Shared Services Canada’s (SSC’s) requirements for relevant IT plan entries (SSC information should be complete, reflecting strong engagement between the department or agency and SSC on the relevant areas of dependency)

Quality

  • Q1: Number of zero-dollar entries in the IT plan (IT plans should include entries that have passed through a department’s or agency’s planning process that filters out ideas that have not received priority attention, as evidenced by planned funding)
  • Q2: Evidence that departments and agencies are investing in cloud-based solutions, including as part of their workload migration priorities
  • Q3: Evidence that departments’ and agencies’ IT plans are aligned with Government of Canada IT priorities identified in the IM/IT Strategic Plan

Calculating total points

Points for element C1
+ Points for element C2
+ Points for element C3
+ Points for element Q1
+ Points for element Q2
+ Points for element Q3

For the final result, departments and agencies will be ranked as follows:

  • High: top 20%
  • Low: bottom 10%
  • Medium: remaining 70%
Evidence source and document limit
TBS to answer

Data source: Department’s or agency’s IT plan and application portfolio management

Date of data extraction: n/a

Department or agency to answer

Evidence: n/a

Document limit: n/a

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Question 6: To what extent has the department’s or agency’s submitted inventory of all IT applications demonstrated a level of management practice maturity based on the quality and completeness of the data?

  • Low
  • Medium
  • High
Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

Provides insight into how a department or agency is managing its portfolio of IT applications and whether processes are followed consistently to ensure that:

  • mission-critical applications are adequately sustained
  • issues regarding aging IT are identified
  • remediation plans are in place

Provides a clear understanding of:

  • the existing risk and investment in the Government of Canada applications landscape
  • how technology is supporting business outcomes
Target (where applicable)

High

Calculation method

The result for this indicator (high, medium or low) is based on:

  • an analysis of specific information from IT plans
  • key performance indicators from application portfolio management information

This question provides insight into how a department or agency is managing its portfolio of applications by assessing:

  1. the completeness of assessments for quality of business value, technical condition, aging IT and TIME
  2. whether there are plans in place to address issues regarding aging IT, particularly for mission-critical applications
  3. whether there have been overall improvements in the aging IT over the past years
  4. whether the portfolio is maintained continuously

Final departmental and agency results will be ranked as follows:

  • High: top 20%
  • Low: bottom 10%
  • Medium: remaining 70%
Evidence source and document limit
TBS to answer

Data source: Application Portfolio Management tool or Clarity

Date of data extraction: Portal close date

Department or agency to answer

Evidence: n/a

Document limit: n/a

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Question 7: What is the percentage of time that mission-critical applications were fully functional and available to users during the 2017 to 2018 fiscal year?

Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

This indicator assesses the effectiveness of the IT function in terms of ensuring the expected availability of critical applications that support the organization’s program delivery.

Target (where applicable)

n/a

Calculation method

Agreed service time in the 2017 to 2018 fiscal year
÷  Agreed service time for applications that departments or agencies have identified as being mission-critical when completing their submission for the annual collection of application portfolio management information by the Office of the Chief Information Officer, Treasury Board of Canada Secretariat

Definitions

  • Agreed service time: A synonym for service hours that is commonly used in formal calculations of availability
  • Service hours: An agreed time period when a particular IT service should be available (for example, Monday to Friday from 8 am to 5 pm, except public holidays)
  • Critical service: A service whose compromise in terms of availability or integrity would result in a high degree of injury to the health, safety, security or economic well-being of Canadians or to the effective functioning of the government
  • Downtime: Time when an IT service or other configuration item is not available during its agreed service time
  • Mission-critical application: A business application that is or supports a critical service
Evidence source and document limit
TBS to answer

Data source: n/a

Date of data extraction: Portal close date

Department or agency to answer

Evidence: Evidence is to show derived calculation (numerator and denominator values).

Document limit: 1

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Question 8: In view of the recent Government of Canada Cloud-First Strategy, which of the following elements are in place at your department or agency? Select all that apply:

  • Appointed a cloud leader to champion the adoption of cloud
  • Deployed, configured and is operating a secure environment to support cloud
  • Deployed at least one application to the cloud
  • Built capability through providing relevant training or certification opportunities to employees
  • None of the above
Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

This indicator will:

  • collect baseline data to provide an initial line of sight on how a department or agency is:
  • aligning with the Government of Canada direction
  • considering cloud-based solutions as the first option for managing and migrating its portfolio of IT applications
  • serve to highlight forthcoming priorities and expectations to departments and agencies

Departments and agencies are to submit only current (existing) documents as part of this baselining activity.

Target (where applicable)

n/a

Calculation method

This question will not be scored by TBS.

Evidence source and document limit
TBS to answer

Data source: n/a

Date of data extraction: n/a

Department or agency to answer

Evidence: Documents may include:

  • a communiqué or announcement regarding the appointment of a cloud leader, including their role and responsibilities
  • network diagrams that detail a secure environment (landing zone)
  • reports or presentations of IT applications deployed to the cloud (development or test environments are acceptable) (Note: TBS will cross-reference with information on the usage of Shared Services Canada’s Cloud Brokering Service)
  • a list of cloud-related training and the number of employees who attended such training

Document limit: 5

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Question 9: Has the department or agency established an architecture review board in support of or in collaboration with the Government of Canada Enterprise Architecture Review Board (GC EARB)?

  • Yes
  • No
Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

This metric uses the engagement of departments and agencies with the GC EARB as an indicator of whether there has been consultation regarding architecture functions within departments and agencies and whether these functions have been established.

Departments and agencies were required to provide information about their architecture review boards in presentations provided to GC EARB during the 2017 to 2018 fiscal year. The level and nature of the engagement of departments and agencies with the GC EARB on architectural issues through formal and informal meetings are used to assess performance and provide guidance on the GC EARB engagement process.

Target (where applicable)

n/a

Calculation method

n/a

Evidence source and document limit
TBS to answer

Data source: GC EARB minutes; usage of business capabilities within departmental or agency IT plans

Date of data extraction: Portal close date

Department or agency to answer

Evidence: n/a

Document limit: n/a

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Question 10: Does the department or agency regularly measure and report against the documented service level agreements?

Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

This is an indicator of the maturity of departments’ and agencies’ IT management practices and processes. Regular reporting increases the visibility of service levels and provides the ability to take action when targets in service level agreements are not met

Target (where applicable)

n/a

Calculation method

n/a

Evidence source and document limit
TBS to answer

Data source: n/a

Date of data extraction: n/a

Department or agency to answer

Evidence:

  • Signed service level agreement by business owner
  • Samples of existing reporting of service level agreements, including as presented as part of a regular executive forum

Document limit: 3

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Question 11: What is the department’s or agency’s percentage of incidents resolved by first-level support for workplace-technology device incidents?

Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

This is an indicator of the maturity of a department’s or agency’s IT management practices and processes, as evidenced by performance for this standard IT service performance metric. Higher resolution rates by first-level support lead to shorter times to resolve issues and lower overall support costs

Target (where applicable)

n/a

Calculation method

Number of workplace-technology device incidents resolved by first-level support
÷  Total number of workplace-technology device incidents

Evidence source and document limit
TBS to answer

Data source: n/a

Date of data extraction: n/a

Department or agency to answer

Evidence: 2017 to 2018 fiscal year incident report

Document limit: 1

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Question 12: Has the department or agency put measures in place to monitor adherence to the Standard on Web Accessibility?

  • Yes
  • No
Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

This baseline question will assess the extent to which organizations have processes in place to ensure monitoring of adherence to the Standard on Web Accessibility. TBS will leverage this information to develop:

  • standardized approaches
  • best practices
  • guides for organizations
Target (where applicable)

n/a

Calculation method

n/a

Evidence source and document limit
TBS to answer

Data source: n/a

Date of data extraction: n/a

Department or agency to answer

Evidence: If the department or agency provides evidence, it must submit documents (in any format) that clearly demonstrate:

  • that it is tracking practices to monitor accessibility
  • the remedial action(s) it has taken to address deficiencies, signed off by the senior departmental or agency officer responsible (such sign-off differs within each organization)

Document limit: 2

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Question 13: What percentage of the department’s or agency’s services to business use Canada Revenue Agency’s (CRA’s) business number as the standard identifier?

Category
  1. Policy compliance
  2. Results or performance
  3. Service standard
  4. Baseline information
  5. Descriptive statistic
Type
  1. Core
  2. Spot-check
Rationale

The use of CRA’s business number simplifies business interactions with the government by replacing the multiple identifiers currently required by some organizations.
This indicator provides information on:

  • the extent of enterprise alignment
  • progress toward streamlining services to businesses

Such information is also required to support the Government of Canada Service Strategy. Organizations that deliver services to business should adopt CRA’s business number as the standard identifier in their interactions with clients.

Target (where applicable)

100%

Calculation method

Number of services to businesses that use a CRA business number
÷  Total number of services to businesses

Evidence source and document limit
TBS to answer

Data source: Government of Canada Service Inventory

Date of data extraction: February 2019

Department or agency to answer

Evidence: n/a

Document limit: n/a

Period of assessment: 2017 to 2018 fiscal year

Treasury Board policy reference or Government of Canada priority

Glossary

corporate repository
A designated corporate repository is one that is available to all employees and in which information resources of business value are captured, preserved and managed throughout the entire life cycle (that is, RDIMS, GCdocs). SharePoint is a collaboration tool, not a repository.
critical service
A service whose compromise in terms of availability or integrity would result in a high degree of injury to the health, safety, security or economic well-being of Canadians, or to the effective functioning of the government.
data
Reinterpretable representations of information in a formalized manner suitable for communication, interpretation or processing.
department reporting framework
A framework that consists of the department’s or agency’s (A) core responsibilities, (B) results and (C) result indicators.
  1. core responsibility
    An enduring function or role performed by a department or agency. The intentions of the department or agency with respect to a core responsibility are reflected in one or more related departmental or agency results that the department or agency seeks to contribute to or influence.
  2. departmental result
    A result that represents the changes that departments or agencies seek to influence. Departmental and agency results are often outside their immediate control, but they should be influenced by program-level outcomes.
  3. departmental or agency result indicator
    A factor or variable that provides a valid and reliable means to measure or describe progress on a departmental or agency result.
electronic documents and records management solution
The automated systems used to manage, protect and preserve information resources creation to disposition. Such systems maintain appropriate contextual information (metadata) and enable organizations to access, use and dispose of records (that is, their retention, destruction or transfer) in a managed, systematic and auditable way in order to:
  • ensure accountability and transparency
  • meet departmental or agency business objectives
enterprise-initiative priority status (GCdocs)
  • Not participating: A department or agency that has opted out of the initiative or that is not engaged with the initiative lead who plans to adopt the initiative.
  • Participating: A department or agency that has plans to adopt that are approved and resourced or that has made a commitment to adopt based on an agreed-to future schedule.
  • Onboarded: The processes and frameworks to welcome new clients into a program and guide them successfully along their customer journey to successful production implementation. The onboarding team is available to:
    • help the client understand the tools, processes, services and information available to them
    • address their questions and concerns
    • provide program expertise
  • Legacy decommissioned: Systems and infrastructure that the adoption of the program replaces and that have been shut down or repurposed.
first-level support
The first level in a hierarchy of support groups involved in the resolution of incidents. Each level contains progressively more specialist skills, or has more time or other resources than the previous level. The first level is the central point of contact for all information technology issues
Government of Canada Enterprise Architecture Review Board
In support of an enterprise approach, a new Government of Canada Enterprise Architecture Review Board (GC EARB) has been established to further the “whole of government as one enterprise” vision. It is integrated into the larger Government of Canada governance structure and looks at:
  • alignment of initiatives and system and solution gaps and overlaps
  • development of new digital capabilities and innovation opportunities
  • setting technology standards
  • providing information management and information technology investment direction
information life cycle
The life cycle of information management encompasses the following:
  • planning
  • the collection, creation, receipt and capture of information
  • the organization, use and dissemination of information
  • the maintenance, protection and preservation of information
  • the disposition of information
  • the evaluation of information
information management
A discipline that directs and supports effective and efficient management of information in an organization, from planning and systems development to disposal or long-term preservation.
information technology
Technology that includes any equipment or system that is used in the automatic acquisition, storage, manipulation, management, movement, control, display, switching, interchange, transmission, or reception of data or information. It includes all matters concerned with the design, development, installation and implementation of information systems and applications to meet business requirements.
mean time to resolve
A service level metric for desktop support that measures the elapsed time from when an incident is reported until the incident is resolved (measured in business hours, not clock hours).
mission-critical application
Business application that is or supports a critical service.
open data
Structured data that is machine-readable, freely shared, used and built on without restrictions.
open government
A governing culture that holds that the public has the right to access the documents and proceedings of government to allow for greater openness, accountability and engagement.
open information
Unstructured information that is freely shared without restrictions.
Program Alignment Architecture
A structured inventory of an organization’s programs that depict the hierarchical relationship between programs and the Strategic Outcome(s) to which they contribute.
Records, Document and Information Management System (RDIMS)
An electronic enterprise records and document management solution that increases efficiency in organizing, structuring and sharing information in a corporate repository. RDIMS gives departments and agencies the ability to manage the information life cycle and fulfill their information management policy obligations.
repository
A repository is a preservation environment for information resources of business value. It includes specified physical or electronic storage space and the associated infrastructure required for its maintenance. Business rules for managing the information resources captured in a repository need to be established, and there must be sufficient control for the resources to be authentic, reliable, accessible and usable on a continuing basis.
workplace-technology devices
Includes end-user devices such as personal computers, laptops and tablets and printing products such as printers and scanners. It also includes software for the operation and support of devices, connectivity, office productivity suites and security to provide the basic functionality needed by users.

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