BA Service Portfolio

Division of Motor Vehicles (DMV) Modernization

Division of Motor Vehicles, Department of Transportation

Project Overview

The Business Analysis team has supported several DMV projects to modernize and improve the use of technology for delivering services. The business goals driving these initiatives targeted reducing lines and wait times at DMV offices and improving customer service by expanding access to licensing services through convenient and on-demand options.

These projects resulted in new capabilities that include:

  • MyDMV is NC Division of Motor Vehicles online portal that lets you view and manage details about your driver license and vehicle registration and conveniently complete NCDMV services anytime and anywhere – without ever having to wait in a line.
  • Expanded Access to Licensing Services with online capabilities to process transactions for DMV services such as license renewals, duplicate requests and restorations requests. Access to these frequently requested services has also been made available over the telephone with enhancements to the division’s Integrated Voice Response (IVR) system.

Service Overview

Requirements were identified through collaboration with DMV business stakeholders utilizing various techniques including interviews, observations and focus groups. Business Analysts facilitated highly collaborative elicitation sessions to capture detailed information to inform the design and implementation efforts of IT stakeholders.

Career Information System

Labor and Economic Analysis Division, Department of Commerce

Project Overview

The business goals for this initiative would provide a comprehensive and centralized online career information website and portal to deliver high-quality and impactful resources to citizens and service providers that support effective education and career planning. The envisioned solution would aggregate content, interactive tools and assessment resources to help students, parents, career advisors and job seekers in meeting their educational and career planning objectives.

To further define the capabilities of a technology solution to support these goals, engagement was needed with several stakeholder groups organized across multiple state agencies that involved in various aspects of education and career planning. The stakeholder groups included:

  • Department of Commerce, Labor and Economic Analysis
  • University of North Carolina – General Administration
  • North Carolina Community Colleges
  • Department of Public Instruction
  • Department of Commerce, Workforce Solutions
  • Department of Health and Human Services, Vocational Rehabilitation

Service Overview

The Business Analyst completed extensive market research to assess solutions and technology approaches that could be leveraged. An assessment of the solutions and approaches was completed to help inform and target technology strategies. The Business Analyst also benchmarked similar initiatives undertaken by other states to further qualify strengths or weakness of the identified strategies.

The Business Analyst engaged with the stakeholder groups to elicit and document more detailed solution requirements to enable the development and execution of a Request for Information cycle and a subsequent Request for Proposal cycle. Methods leveraged for information gathering included interviews, focus groups and workshops. This effort enabled a complete collection of requirements to be developed and supported efforts to achieve consensus on needs from this large and diverse set of stakeholders.

A final area of service recommended content governance structures that would enable the stakeholders to effectively coordinate and managed the unified and comprehensive Career Information System once the solution implementation is pursued.  

Transportation Online Planning, Prioritization and Programming (TOP3S)

Highways Division, Department of Transportation

Project Overview

The purpose of the Transportation Online Planning, Prioritization and Programming (TOP3S) project is to implement a robust GIS-based solution that will support the Strategic Prioritization Office of Transportation in its role of evaluating and scoring capital improvement projects across all modes of transportation subject to the Strategic Transportation Investments (STI) legislation. This includes:

  • Highway Projects
  • Bike Path or Lane Projects
  • Pedestrian Projects
  • Aviation Projects
  • Railway Projects
  • Ferry Projects
  • Public Transportation Projects

The solution will automate and integrate key aspects of agency planning, prioritizing and programming processes to improving access to information about projects and enhance capabilities related to information sharing and collaboration among both internal and external stakeholders.

Service Overview

The Business Analyst supported this project team from the Initiation phase to the Planning phase. The analyst led efforts to identify and document the goals and objectives, complete process analysis and documentation activities as well as requirements elicitation and documentation.

These efforts enabled the development and execution of a Request for Information cycle and a subsequent Request for Proposal cycle.

Medical Examiner Information System

Department of Health and Human Services

Project Overview

The Office of the Chief Medical Examiner (OCME) investigates all deaths in North Carolina due to injury or violence, as well as natural deaths that are suspicious, unusual, or unattended by a medical professional. The OCME currently utilizes a suite of disparate software tools that require significant investment to support to maintain. Further, the toolset is not effective in reducing manual or time-intensive work from both business and IT staff at the OCME.

The OCME has goals to modernize the solution set with improved integration capabilities and more efficient methods to enable internal business processes while maintaining compliance with statutory and regulatory requirements.

Service Overview

The Business Analyst facilitated elicitation sessions with representatives from the OCME divisions that would leverage the solution and also with OCME leadership to gather an extensive set of requirements for the new solution. Models were created to communicate the current and envisioned future state business workflows.

The Business Analyst also assisted with the execution of a Request for Proposal cycle to evaluate proposed solutions. To provide the needed continuity and business knowledge, the Business Analyst has remained engaged during Planning and Design phases of the project to assist in elaborating the functional requirements to solution specifications that will inform implementation efforts.

Business Needs Analysis

Marketing Department, Department of Natural and Cultural Resources

Project Overview

The Department of Natural and Cultural Resources (DNCR) is the state agency with a vision to be the leader in using the state's natural and cultural resources to build the social, cultural, educational and economic future of North Carolina. These resources include:

  • 27 historic sites
  • 14 museums (history, art, and science)
  • 3 aquariums and NC Zoo
  • 39 state parks and recreation areas

NC State Symphony, the State Library, the State Archives, NC Arts Council, State Preservation Office, Office of State Archaeology, and the Office of Land and Water Stewardship are also part of the vast collection of resources.

The resources are represented by various divisions within DNCR and the agency needed assistance in executing a coordinated and collective marketing needs assessment effort. This effort would also enable collaboration and planning with marketing leadership across the various divisions within DNCR.

Service Overview

The Business Analyst engaged with marketing leadership through a series of meetings and interviews to plan and execute the needs assessment. Surveys were used to solicit input from dispersed marketing staff as a preparatory information gathering activity that provided insight to facilitate a workshop session during an annual marketing summit that was planned. The Business Analyst facilitated a large needs assessment workshop the summit attendees.

The output of the assessment provided marketing leadership with insights to plan and develop marketing initiatives to meet the communicated needs from across the agency. A final recommendation report was prepared that detailed the communicated needs, priorities and recommendations.

Enterprise Architecture & Portfolio Management

Department of Information Technology

Project Overview

The Department of Information Technology has undertaken an initiative to adopt an Enterprise Architecture (EA) framework that will deliver a single, authoritative and integrated repository to store the enterprise information needed to define the four architecture domains. These domains include the Business, Data, Application and Technical (BDAT) Architectures.

By enabling EA for the state, the project is designed to deliver insights including:

  • Alignment of IT investments with business goals and objectives         
  • Business capabilities enabled by an solution
  • Resources needed to support and maintain an solution                       
  • Data entries used or stored by an application
  • Integration points and dependencies with other solutions
  • Software and lifecycle data for a solution       

Support Overview

To execute on these goals, business analysis support was needed to define requirements for adapting agency processes to leverage the EA practices and inform configuration of the EA repository software, Orbus iServer. The Business Analysis supported these two primary work streams for the project team. 

The requirements and necessary configurations of the EA repository now provide Application Portfolio Management (APM) functions to store and manage the inventory of applications in place throughout the enterprise and their associated costs. The adapted processes that have been addressed through this support include the expansion budget request process, the IT plan development process and the exception request process.