Exhibit 300 (BY2010) for CMS Beneficiary e-Services

1. Date of Submission:

2008-09-08

2. Agency:

009

3. Bureau:

38

4. Name of this Capital Asset:

CMS Beneficiary e-Services

5. Unique Project Identifier:

009-38-01-06-01-1020-00

6. What kind of investment will this be in FY2010?

Operations and Maintenance

7. What was the first budget year this investment was submitted to OMB?

FY2002

8. Provide a brief summary and justification for this investment, including a brief description of how this closes in part or in whole an identified agency performance gap.

The core objective of Beneficiary e-Services is to create a virtual enterprise-wide multi-contact channel for handling beneficiaries' inquiries that maximizes resources & service effectiveness across all systems. E-Services modernize & improve CMS customer service through one-stop service by employing industry best practices in Customer Relationship Management. The result promotes access to quality health care and provides premier customer services to our special needs & elderly population. Beneficiary eServices is an integral part of CMS' goals of modernization, contracting reform, accelerated use of electronic health information and implementation of Medicare prescription drug benefit as well as the PMA eGovernment. E-Services include Contact Center Technology & Operations, two public web sites and a beneficiary web portal. Contact Center technology uses a single toll free # to connect callers to an Interactive Voice Response system (IVR), improving beneficiaries' ability to get information when & how they need it. The IVR will provide automated self-service information & transactions to callers. Based on selections made, callers will be routed to the next available, best qualified Agent using Intelligent Call Routing (ICR) software. The Next Generation Desktop (NGD) application accesses CMS data systems to answer Medicare inquiries on enrollment, claims, health care options, preventive services & prescription drug benefits; the NGD integration layer is also used by the IVR and MyMedicare.gov beneficiary portal to access data from a variety of CMS mainframe shared systems thus achieving cost efficiencies, improved manageability, data consistency & reduced systems development times & improved network security. This investment comprises the IT supporting 1-800 MEDICARE. Data from the various contact channels is stored in a data warehouse & will be leveraged to offer improved services to callers. The www.medicare.gov & www.cms.hhs.gov websites offer 1-stop shopping to beneficiaries, providers & CMS partners. www.medicare.gov has interactive tools on Prescription Drug Plan Finder, Nursing Home & Hospital Compare & other tools. MyMedicare.gov beneficiary portal is a part of www.medicare.gov & allows users to log in & have access to personalized information such as enrollment, preventive services, claims, prescription drugs. www.cms.hhs.gov, is the official Agency website targeted to healthcare professionals, policy makers, researchers, & the media.

9. Did the Agency's Executive/Investment Committee approve this request?

yes

9.a. If "yes," what was the date of this approval?

2008-03-24

10. Did the Project Manager review this Exhibit?

yes

11.a. What is the current FAC-P/PM certification level of the project/program manager?

Waiver Issued

11.b. When was the Program/Project Manager Assigned?

2004-07-25

11.c. What date did the Program/Project Manager receive the FACP/PM certification? If the certification has not been issued, what is the anticipated date for certification?

2009-07-31

12. Has the agency developed and/or promoted cost effective, energy-efficient and environmentally sustainable techniques or practices for this project.

yes

12.a. Will this investment include electronic assets (including computers)?

yes

12.b. Is this investment for new construction or major retrofit of a Federal building or facility? (answer applicable to non-IT assets only)

no

13. Does this investment directly support one of the PMA initiatives?

yes

If yes, select the initiatives that apply:

Initiative Name
Competitive Sourcing
Expanded E-Government

13.a. Briefly and specifically describe for each selected how this asset directly supports the identified initiative(s)? (e.g. If E-Gov is selected, is it an approved shared service provider or the managing partner?)

Beneficiary eServices employ full & open competition in award of contracts, making it easy for citizens to obtain service and interact with the federal government via phone & online, & provides improved responsiveness to citizens. eGov initiatives are met via the public websites, which provide interactive comparison tools & greater self service to beneficiaries and stakeholders by increasing access electronically to important government information used daily for quality & healthcare decisions.

14. Does this investment support a program assessed using the Program Assessment Rating Tool (PART)?

yes

14.a. If yes, does this investment address a weakness found during the PART review?

yes

14.b. If yes, what is the name of the PARTed program?

10001060 - Medicare

14.c. If yes, what rating did the PART receive?

Moderately Effective

15. Is this investment for information technology?

yes

16. What is the level of the IT Project (per CIO Council's PM Guidance)?

Level 3

17. What project management qualifications does the Project Manager have? (per CIO Council's PM Guidance)

(1) Project manager has been validated as qualified for this investment

18. Is this investment identified as high risk on the Q4 - FY 2007 agency high risk report (per OMB memorandum M-05-23)?

no

19. Is this a financial management system?

no

20. What is the percentage breakout for the total FY2009 funding request for the following? (This should total 100%)

Area	Percentage
Hardware	15
Software	20
Services	65
Other	0

21. If this project produces information dissemination products for the public, are these products published to the Internet in conformance with OMB Memorandum 05-04 and included in your agency inventory, schedules and priorities?

yes

22. Contact information of individual responsible for privacy related questions.

Name	Maribel Franey
Phone Number	(410) 786-0757
Title	Director, Privacy Compliance
Email	Maribel.Franey@cms.hhs.gov

23. Are the records produced by this investment appropriately scheduled with the National Archives and Records Administration's approval?

yes

24. Does this investment directly support one of the GAO High Risk Areas?

yes

1. Provide the total estimated life-cycle cost for this investment by completing the following table. All amounts represent budget authority in millions, and are rounded to three decimal places. Federal personnel costs should be included only in the row designated Government FTE Cost, and should be excluded from the amounts shown for Planning, Full Acquisition, and Operation/Maintenance. The total estimated annual cost of the investment is the sum of costs for Planning, Full Acquisition, and Operation/Maintenance. For Federal buildings and facilities, life-cycle costs should include long term energy, environmental, decommissioning, and/or restoration costs. The costs associated with the entire life-cycle of the investment should be included in this report.

All amounts represent Budget Authority

Note: For the cross-agency investments, this table should include all funding (both managing partner and partner agencies).

Government FTE Costs should not be included as part of the TOTAL represented.

Cost Type	Py-1 & Earlier -2007	PY 2008	CY 2009	BY 2010
Planning Budgetary Resources	0.000	0.000	0.000	0.000
Acquisition Budgetary Resources	0.000	0.000	0.000	0.000
Maintenance Budgetary Resources	144.304	45.521	45.747	45.486
Government FTE Cost	3.776	3.840	3.904	4.000
# of FTEs	32	32	32	32

2. Will this project require the agency to hire additional FTE's?

no

3. If the summary of spending has changed from the FY2008 President's budget request, briefly explain those changes.

Investment rebaselined this submission year to update cost and schedule to reflect current dollars and milestone timeframes. Investment was rebaselined in order to extend project milestones through 2014 and update spending and acquisition plans for out years accordingly. Milestones also needed modification to reflect current dollars for the investment.

In order to successfully address this area of the exhibit 300, performance goals must be provided for the agency and be linked to the annual performance plan. The investment must discuss the agency's mission and strategic goals, and performance measures (indicators) must be provided. These goals need to map to the gap in the agency's strategic goals and objectives this investment is designed to fill. They are the internal and external performance benefits this investment is expected to deliver to the agency (e.g., improve efficiency by 60 percent, increase citizen participation by 300 percent a year to achieve an overall citizen participation rate of 75 percent by FY 2xxx, etc.). The goals must be clearly measurable investment outcomes, and if applicable, investment outputs. They do not include the completion date of the module, milestones, or investment, or general goals, such as, significant, better, improved that do not have a quantitative measure.

Agencies must use the following table to report performance goals and measures for the major investment and use the Federal Enterprise Architecture (FEA) Performance Reference Model (PRM). Map all Measurement Indicators to the corresponding Measurement Area and Measurement Grouping identified in the PRM. There should be at least one Measurement Indicator for each of the four different Measurement Areas (for each fiscal year). The PRM is available at www.egov.gov. The table can be extended to include performance measures for years beyond FY 2009.

Row	Fiscal Year	Strategic Goal Supported	Measurement Area	Measurement Grouping	Measurement Indicator	Baseline	Planned Improvement to the Baseline	Actual Results
1	2005	S.O. 1.2 - Increase health care service availability and accessibility	Mission and Business Results	Health Care Administration	Number of Registered Users	0 registered users	2,500 registered users	4,537 registered users
2	2005	S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery	Processes and Activities	Efficiency	% funding spent on self-service channel	0	17%	17%
3	2005	S.O. 1.3 - Improve health care quality, safety, cost and value	Customer Results	Response Time	QCM Score	90%	90%	95.05%
4	2005	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time	95%	98% up-time	98.68% up-time
5	2006	S.O. 1.2 - Increase health care service availability and accessibility	Mission and Business Results	Health Care Administration	Number of Registered Users	4,537 registered users	200,000 registered users	250,000 registered users
6	2006	S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery	Processes and Activities	Efficiency	% funding spent on self-service channel	17%	10%	7.5%
7	2006	S.O. 1.3 - Improve health care quality, safety, cost and value	Customer Results	Response Time	QCM Score	90%	92%	94.39%
8	2006	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time	98% up-time	98% up-time	99.72% up-time
9	2007	S.O. 1.4 - Recruit, develop and retain a competent health care workforce	Mission and Business Results	Health Care Administration	Number of Registered Users	250,000 registered users	15% increase	3,110,000 registered users
10	2007	S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery	Processes and Activities	Efficiency	% funding spent on self-service channel	10%	10%	10.1%
11	2007	S.O. 1.3 - Improve health care quality, safety, cost and value	Customer Results	Response Time	QCM Score	92%	93%	Est. 93%
12	2007	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time	98% up-time	99% up-time	99.6% up-time
13	2008	S.O. 1.2 - Increase health care service availability and accessibility	Mission and Business Results	Health Care Administration	Number of Registered Users	2,000,000 registered users	2,000,000 additional registered users	Est. 4,000,000 registered users
14	2008	S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery	Processes and Activities	Efficiency	% funding spent on self-service channel	10%	10%	10%
15	2008	S.O. 1.3 - Improve health care quality, safety, cost and value	Customer Results	Response Time	QCM Score	93%	95%	95%
16	2008	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time	99%	99%	99%
17	2009	S.O. 1.2 - Increase health care service availability and accessibility	Mission and Business Results	Health Care Administration	Number of Registered Users	4,000,000 registered users	2,000,000 additional registered users	TBD
18	2009	S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery	Processes and Activities	Efficiency	% funding spent on self-service channel	10%	10%	TBD
19	2009	S.O. 1.3 - Improve health care quality, safety, cost and value	Customer Results	Response Time	QCM Score	95%	95%	TBD
20	2009	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time	99%	99%	TBD
21	2010	S.O. 1.2 - Increase health care service availability and accessibility	Mission and Business Results	Health Care Administration	Number of Registered Users	6,000,000 registered users	2,000,000 additional registered users	TBD
22	2010	S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery	Processes and Activities	Efficiency	% funding spent on self-service channel	10%	10%	TBD
23	2010	S.O. 1.3 - Improve health care quality, safety, cost and value	Customer Results	Response Time	QCM Score	95%	95%	TBD
24	2010	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time	99%	99%	TBD
25	2011	S.O. 1.2 - Increase health care service availability and accessibility	Mission and Business Results	Health Care Administration	Number of Registered Users	8,000,000 registered users	2,000,000 additional registered users	TBD
26	2011	S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery	Processes and Activities	Efficiency	% funding spent on self-service channel	10%	10%	TBD
27	2011	S.O. 1.3 - Improve health care quality, safety, cost and value	Customer Results	Response Time	QCM Score	95%	95%	TBD
28	2011	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time	99%	99%	TBD
29	2012	S.O. 2.1 - Prevent the spread of infectious diseases	Mission and Business Results	Health Care Administration	Number of Registered Users	10,000,000 registered users	2,000,000 additional registered users	TBD
30	2012	S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery	Processes and Activities	Efficiency	% funding spent on self-service channel	10%	10%	TBD
31	2012	S.O. 1.3 - Improve health care quality, safety, cost and value	Customer Results	Response Time	QCM Score	95%	95%	TBD
32	2012	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time	99%	99%	TBD
33	2005	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time Web	98%	98%	98%
34	2005	S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations	Technology	User Satisfaction	% tasks completed successfully	60%	60%	60%
35	2006	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time Web	98%	98.5%	98.5%
36	2006	S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations	Technology	User Satisfaction	% tasks completed successfully	60%	65%	65%
37	2007	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time Web	98.5%	99%	99%
38	2007	S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations	Technology	User Satisfaction	% tasks completed successfully	65%	75%	75%
39	2008	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time Web	99%	99.9%	TBD
40	2008	S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations	Technology	User Satisfaction	% tasks completed successfully	75%	85%	TBD
41	2009	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time Web	99.9%	99.9%	TBD
42	2009	S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations	Technology	User Satisfaction	% tasks completed successfully	85%	90%	TBD
43	2010	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time Web	99.9%	99.9%	TBD
44	2010	S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations	Technology	User Satisfaction	% tasks completed successfully	90%	90%	TBD
45	2011	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time Web	99.9%	99.9%	TBD
46	2011	S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations	Technology	User Satisfaction	% tasks completed successfully	90%	90%	TBD
47	2012	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time Web	99.9%	99.9%	TBD
48	2012	S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations	Technology	User Satisfaction	% tasks completed successfully	90%	93%	TBD
49	2013	S.O. 2.1 - Prevent the spread of infectious diseases	Mission and Business Results	Health Care Administration	Number of Registered Users	12,000,000 registered users	2,000,000 additional registered users	TBD
50	2013	S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery	Processes and Activities	Efficiency	% funding spent on self-service channel	10%	10%	TBD
51	2013	S.O. 1.3 - Improve health care quality, safety, cost and value	Customer Results	Response Time	QCM Score	95%	95%	TBD
52	2013	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time	99%	99%	TBD
53	2013	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time Web	99.9%	99.9%	TBD
54	2013	S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations	Technology	User Satisfaction	% tasks completed successfully	90%	90%	TBD
55	2014	S.O. 2.1 - Prevent the spread of infectious diseases	Mission and Business Results	Health Care Administration	Number of Registered users	14,000,000 registered users	2,000,000 additional users	TBD
56	2014	S.O. 2.3 - Promote and encourage preventive health care, including mental health, lifelong healthy behaviors, and recovery	Processes and Activities	Efficiency	% funding spent on self-service channel	10%	10%	TBD
57	2014	S.O. 1.3 - Improve health care quality, safety, cost and value	Customer Results	Response Time	QCM Score	95%	95%	TBD
58	2014	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time	99%	99%	TBD
59	2014	Effective Management of Human Capital/Information Technology/Resources	Technology	Availability	% System Up-time web	99.9$	99.9%	TBD
60	2014	S.O. 3.4 - Address the needs, strengths and abilities of vulnerable populations	Technology	User Satisfaction	% tasks completed successfully	90%	90%	TBD

In order to successfully address this area of the business case and capital asset plan you must ensure the investment is included in the agency's EA and Capital Planning and Investment Control (CPIC) process, and is mapped to and supports the FEA. You must also ensure the business case demonstrates the relationship between the investment and the business, performance, data, services, application, and technology layers of the agency's EA.

1. Is this investment included in your agency's target enterprise architecture?

yes

2. Is this investment included in the agency's EA Transition Strategy?

yes

2.a. If yes, provide the investment name as identified in the Transition Strategy provided in the agency's most recent annual EA Assessment.

CMS Beneficiary e-Services

3. Is this investment identified in a completed (contains a target architecture) and approved segment architecture?

no

4. Identify the service components funded by this major IT investment (e.g., knowledge management, content management, customer relationship management, etc.). Provide this information in the format of the following table. For detailed guidance regarding components, please refer to http://www.whitehouse.gov/omb/egov/.

Component: Use existing SRM Components or identify as NEW. A NEW component is one not already identified as a service component in the FEA SRM.

Reused Name and UPI: A reused component is one being funded by another investment, but being used by this investment. Rather than answer yes or no, identify the reused service component funded by the other investment and identify the other investment using the Unique Project Identifier (UPI) code from the OMB Ex 300 or Ex 53 submission.

Internal or External Reuse?: Internal reuse is within an agency. For example, one agency within a department is reusing a service component provided by another agency within the same department. External reuse is one agency within a department reusing a service component provided by another agency in another department. A good example of this is an E-Gov initiative service being reused by multiple organizations across the federal government.

Funding Percentage: Please provide the percentage of the BY requested funding amount used for each service component listed in the table. If external, provide the funding level transferred to another agency to pay for the service.

Row	Agency Component Name	Agency Component Description	Service Type	Component	Reused Component Name	Reused UPI	Internal or External Reuse?	Funding %
1	CMS IT Infrastructure Investment Services	This object represents all of the Services which the CMS IT Infrastructure Investment provides per the OMB 300 submission for it.	Organizational Management	Network Management	Network Management	009-38-02-00-01-1150-00	Internal	2
2	Beneficiary e-Services Content Publishing and Delivery	Defines the set of capabilities for the authorizing of publishing and delivery content.	Content Management	Content Publishing and Delivery			No Reuse	2
3	Bene Enrollment Plan Payment Parts C D Call Center Management	Ensure that most up-to-date data is available to Customer Service Reps at the desktop	Customer Relationship Management	Call Center Management	Call Center Management	009-38-01-02-01-1090-00	Internal	2
4	Beneficiary e-Services Classification	Provides the ability to classify various documents when needed.	Search	Classification			No Reuse	2
5	Beneficiary e-Services Knowledge Capture	VCS includes the ability to capture the data that is needed for the call center to effectively communicate with customers.	Knowledge Management	Knowledge Capture			No Reuse	3
6	Beneficiary e-Services Loading and Archiving	Defines the set of capabilities that support the population of a data source with external data.	Data Management	Loading and Archiving			No Reuse	2
7	Beneficiary e-Services Customer Feedback	Database maintained to capture feedback from customers.	Customer Relationship Management	Customer Feedback			No Reuse	1
8	Beneficiary e-Services Categorization	Provides the ability to categorize documents in an orderly manner.	Knowledge Management	Categorization			No Reuse	3
9	Beneficiary e-Services Data Warehouse	Provides data warehouse capabilities.	Data Management	Data Warehouse			No Reuse	1
10	Beneficiary e-Services Indexing	Provides the ability to index documents.	Document Management	Indexing			No Reuse	4
11	Beneficiary e-Services Assistance Request	VCS ensures that customers are provided with assistance with their various requests as needed.	Customer Initiated Assistance	Assistance Request			No Reuse	1
12	HPMS Contact and Profile Management Services	Defines the set of capabilities that provide a comprehensive view of all customer interactions, including calls, email, correspondence and meetings; also provides for the maintenance of a customer's account, business and personal information.	Customer Relationship Management	Contact and Profile Management	Contact and Profile Management	009-38-01-02-01-1075-00	Internal	2
13	Beneficiary e-Services Query	Defines the set of capabilities that support the query mechanism of the call center and self service.	Search	Query			No Reuse	1
14	Beneficiary e-Services Classification	Provides the ability to classify various documents when needed.	Search	Precision / Recall Ranking			No Reuse	1
15	Beneficiary e-Services Information Sharing	Defines the set of capabilities that support the sharing of information to customers in a timely manner.	Knowledge Management	Information Sharing			No Reuse	27
16	Beneficiary e-Services Document Revision	Defines the set of capabilities to revise documents accurately and when needed.	Document Management	Document Revisions			No Reuse	1
17	Beneficiary e-Services Self-Service	Provides customers with the capability of self-service options.	Customer Initiated Assistance	Self-Service			No Reuse	1
18	Beneficiary e-Services Information Mapping / Taxonomy	Defines the set of capabilities that support the mapping of data and ensuring its accuracy.	Knowledge Management	Information Mapping / Taxonomy			No Reuse	6
19	Beneficiary e-Services Information Retrieval	Provides the ability to retrieve specific information when requested.	Knowledge Management	Information Retrieval			No Reuse	27
20	Beneficiary e-Services Document Conversion	Provides the ability to change documents.	Document Management	Document Conversion			No Reuse	2
21	Beneficiary e-Services Personalization	Ensuring that customers are given the personal attention when needed.	Customer Preferences	Personalization			No Reuse	1
22	Bene Enrollment Plan Payment Parts C D Standardized / Canned	Access to beneficiary, enrollment, premium, and payment data and eligibility data for MMA and business partners.	Reporting	Standardized / Canned	Standardized / Canned	009-38-01-02-01-1090-00	Internal	2
23	Beneficiary e-Services Content Review and Approval	Defines the set of capabilities for the authorizing of review and approval content.	Content Management	Content Review and Approval			No Reuse	2
24	Beneficiary e-Services Email	Defines the set of capabilities that support knowledge transfer of information through email.	Collaboration	Email			No Reuse	1
25	Beneficiary e-Services Multi-Lingual Support	VCS ensures that customers are provided with multi-lingual support when necessary.	Customer Initiated Assistance	Multi-Lingual Support			No Reuse	1
26	Beneficiary e-Services Content Authoring	Defines the set of capabilities for the authorizing of data content.	Content Management	Content Authoring			No Reuse	2

5. To demonstrate how this major IT investment aligns with the FEA Technical Reference Model (TRM), please list the Service Areas, Categories, Standards, and Service Specifications supporting this IT investment.

FEA SRM Component: Service Components identified in the previous question should be entered in this column. Please enter multiple rows for FEA SRM Components supported by multiple TRM Service Specifications.

Service Specification: In the Service Specification field, Agencies should provide information on the specified technical standard or vendor product mapped to the FEA TRM Service Standard, including model or version numbers, as appropriate.

Row	SRM Component	>Service Area	Service Category	Service Standard	Service Specification (i.e., vendor and product name)
1	Network Management	Service Access and Delivery	Service Transport	Supporting Network Services	Cisco Works by: Cisco Systems, Inc.
2	Network Management	Service Access and Delivery	Service Transport	Supporting Network Services	Tivoli by: International Business Machines Corp.
3	Content Publishing and Delivery	Component Framework	User Presentation / Interface	Content Rendering	Stellent Universal Content Management by: Oracle Corporation
4	Content Publishing and Delivery	Service Interface and Integration	Interoperability	Data Format / Classification	Stellent Universal Content Management by: Oracle Corporation
5	Content Publishing and Delivery	Component Framework	Data Management	Reporting and Analysis	Stellent Universal Content Management by: Oracle Corporation
6	Content Publishing and Delivery	Service Access and Delivery	Access Channels	Web Browser	Windows Internet Explorer by: Microsoft Corporation
7	Call Center Management	Service Access and Delivery	Delivery Channels	Internet	Windows Internet Explorer by: Microsoft Corporation
8	Call Center Management	Service Access and Delivery	Delivery Channels	Intranet	Windows Internet Explorer by: Microsoft Corporation
9	Customer Feedback	Service Access and Delivery	Delivery Channels	Internet	Windows Internet Explorer by: Microsoft Corporation
10	Data Warehouse	Component Framework	Data Management	Reporting and Analysis	Cognos PowerPlay by: Cognos Incorporated
11	Data Warehouse	Component Framework	User Presentation / Interface	Dynamic Server-Side Display	Cognos PowerPlay by: Cognos Incorporated
12	Assistance Request	Service Access and Delivery	Delivery Channels	Internet	Windows Internet Explorer by: Microsoft Corporation
13	Contact and Profile Management	Service Access and Delivery	Delivery Channels	Internet	Windows Internet Explorer by: Microsoft Corporation
14	Contact and Profile Management	Service Platform and Infrastructure	Delivery Servers	Web Servers	Microsoft Windows 2000 by: Microsoft Corporation
15	Contact and Profile Management	Service Platform and Infrastructure	Database / Storage	Database	Oracle by: Oracle Corporation
16	Precision / Recall Ranking	Component Framework	Data Management	Reporting and Analysis	Cognos ReportNet by: Cognos Incorporated
17	Information Sharing	Service Access and Delivery	Access Channels	Web Browser	Windows Internet Explorer by: Microsoft Corporation
18	Personalization	Component Framework	User Presentation / Interface	Wireless / Mobile / Voice	Dragon Naturally Speaking by: Nuance Communications, Inc.
19	Standardized / Canned	Component Framework	User Presentation / Interface	Static Display	IBM WebSphere by: International Business Machines Corp.
20	Standardized / Canned	Component Framework	User Presentation / Interface	Static Display	Microstrategy by: MicroStrategy, Inc.
21	Content Review and Approval	Component Framework	Data Management	Reporting and Analysis	RightNow by: RightNow Technologies
22	Content Review and Approval	Service Access and Delivery	Access Channels	Collaboration / Communications	RightNow by: RightNow Technologies
23	Content Review and Approval	Service Platform and Infrastructure	Software Engineering	Software Configuration Management	RightNow by: RightNow Technologies
24	Content Review and Approval	Component Framework	User Presentation / Interface	Content Rendering	Stellent Universal Content Management by: Oracle Corporation
25	Content Review and Approval	Service Interface and Integration	Interoperability	Data Format / Classification	Stellent Universal Content Management by: Oracle Corporation
26	Content Review and Approval	Component Framework	Data Management	Reporting and Analysis	Stellent Universal Content Management by: Oracle Corporation
27	Email	Service Access and Delivery	Access Channels	Collaboration / Communications	RightNow by: RightNow Technologies
28	Content Authoring	Component Framework	User Presentation / Interface	Content Rendering	Stellent Universal Content Management by: Oracle Corporation
29	Content Authoring	Service Interface and Integration	Interoperability	Data Format / Classification	Stellent Universal Content Management by: Oracle Corporation
30	Content Authoring	Component Framework	Data Management	Reporting and Analysis	Stellent Universal Content Management by: Oracle Corporation
31	Classification	Service Interface and Integration	Interoperability	Data Format / Classification	TBD
32	Knowledge Capture	Component Framework	Data Management	Reporting and Analysis	TBD
33	Loading and Archiving	Component Framework	Data Management	Database Connectivity	TBD
34	Categorization	Component Framework	Data Management	Reporting and Analysis	TBD
35	Indexing	Component Framework	Data Management	Reporting and Analysis	TBD
36	Query	Component Framework	Data Management	Database Connectivity	TBD
37	Document Revisions	Component Framework	Data Management	Reporting and Analysis	TBD
38	Self-Service	Service Access and Delivery	Service Requirements	Authentication / Single Sign-on	TBD
39	Information Mapping / Taxonomy	Service Interface and Integration	Interoperability	Data Format / Classification	TBD
40	Information Retrieval	Service Platform and Infrastructure	Delivery Servers	Application Servers	TBD
41	Document Conversion	Service Interface and Integration	Interoperability	Data Transformation	TBD
42	Personalization	Service Access and Delivery	Service Requirements	Authentication / Single Sign-on	TBD
43	Multi-Lingual Support	Service Interface and Integration	Interoperability	Data Transformation	TBD

6. Will the application leverage existing components and/or applications across the Government (i.e., FirstGov, Pay.Gov, etc)?

no

You should perform a risk assessment during the early planning and initial concept phase of the investment's life-cycle, develop a risk-adjusted life-cycle cost estimate and a plan to eliminate, mitigate or manage risk, and be actively managing risk throughout the investment's life-cycle.

Answer the following questions to describe how you are managing investment risks.

1. Does the investment have a Risk Management Plan?

yes

1.a. If yes, what is the date of the plan?

2008-07-23

1.b. Has the Risk Management Plan been significantly changed since last year's submission to OMB?

yes

1.c. If yes, describe any significant changes:

The Next Generation Desktop (NGD) Risk Assessment was revised and updated in accordance with findings in the independent auditor's annual assessment of security controls. Information including Operating System updates, Database upgrades, and new technology implementations were considered and incorporation into the security documentation. Siebel Application Server expansion was completed for the My.Medicare.gov environment to increase capacity for portal users. While revision sections were considerable this year, updates, changes, and additions to the NGD and My.Medicare.gov assessments did not impact the overall system security level specified in the Risk Assessment. Internet Systems MA was significantly changed to represent the transition of the associated production environments for these applications to an Enterprise Data Center. The public websites' risk assessments were updated to reflect the remediation activities following a full ST&E in accordance with the Agency's re-accreditation process.

2.a. If yes, what is the planned completion date?

2008-10-31

1. Was operational analysis conducted?

yes

1.a. If yes, provide the date the analysis was completed.

2008-08-04

What were the results of your operational analysis?

CPI = 1.02; SPI 1.00 Costs are running slightly lower than planned and the project is on schedule. Investment has been rebaselined as of this Operational Analysis. Requests for funding to mitigate risks are submitted regularly through the agency's Information Technology Investment Review Board. Application maintenance contract requires consistent service levels, which results in very low schedule variance based on the performance requirements of the contract.