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FAQs: Governor’s IT Modernization Initiative

This is a FAQ repository where you can find answers to many of your questions about ITS and the IT modernization initiative.

If you do not see an answer to your question listed, please email us and ask!

Current ITS Job Opportunities

General information:

Employment Resources (Dept. of Labor):
Questions and Answers (FAQs)

Q:  What is IT Modernization?

 A:  IT Modernization is an initiative by Governor Little to increase efficiency in IT services across state agencies, enabling agencies to focus on being IT consumers rather than IT providers.

 Q:  What is the status of the initiative?

 A:  Phase 1 is currently being executed. Thirty-five (35) of the thirty-six (36) new positions have been hired and onboarded, and IT operations for the eight (8) agencies have been transferred to IT Services (ITS).

UPDATE:  JFAC recently recommended the FTE count and budget be appropriated to ITS for Phase 2.  ITS is coordinating information and planning with the effected agencies, with the Division of Human Resources (DHR), and with the Division of Financial Management (DFM).

 Q:  What agencies were included in Phase I?

 A:  There were eight (8) agencies included in the first phase: Tax Commission, Industrial Commission, Public Utilities Commission, Division of Building Safety, Department of Finance, Department of Insurance, Division of Veterans Services, and the Division of Vocational Rehabilitation.

 Q:  What agencies are included in Phase II?

A:  The agencies under consideration for Phase II are: Department of Correction, Department of Fish & Game, Department of Water Resources, Department of Agriculture, Department of Parks & Recreation, Real Estate Commission, and Department of Environmental Quality.

Q:  How many positions are affected?

A:  The number of positions affected are currently being evaluated and will be updated as soon as information is available.*  All changes are pending further analysis and deeper understanding of agency requirements. All changes would also require approval by the Legislature.

UPDATE:  JFAC’s recommendation adds sixty-nine (69) FTE to ITS for Phase 2. Final numbers for effected agencies are pending JFAC review.

* See Reduction-in-Force (RIF) General FAQs (Division of Human Resources)

 Q:  Do people have to apply for the new positions in ITS?

 A:  Yes, these will be new positions, and there is no one-for-one correlation between the current positions and the new positions in ITS. ITS has committed to interviewing all qualified applicants who are currently in an agency impacted by this effort.

 Q:  When will the new positions be advertised?

A:  The target for advertising the new positions is February 2020, pending early legislative approval by the Speaker of the House and Senate Pro Tempore.

UPDATE:  We have hit this target, and positions are currently advertised with more to follow.

 Q:  How will you ensure support to the new agencies meets their needs?

 A: ITS is currently gathering unique agency requirements. ITS hiring for new positions will focus on staff from impacted agencies to ensure continuity and preserve corporate knowledge. ITS will meet regularly with leadership in effected agencies to review and prioritize requirements.

UPDATE:  The ITS administrator, Jeff Weak, is hosting a weekly teleconference for Phase 2 directors and a bi-monthly meeting for other directors.

 Q:  Our agency requires very responsive IT support to meet our business needs. How will you ensure your support is responsive?

 A:  ITS will strategically position service desk and other support for rapid response. For example, ITS will maintain a presence on the Capitol Mall. In addition, new positions authorized for ITS will be focused on direct customer support services to promote responsiveness.

UPDATE:  Phase 2 will include an ITS presence in Coeur d’Alene, Lewiston, and Idaho Falls.

Q:  Our agency has significant federal compliance requirements to continue operations. How will you ensure systems are maintained in compliance with federal requirements?

 A:  ITS has dedicated full-time personnel in a Compliance Office. Their focus is ensuring agencies comply with the various regulatory frameworks. Dedicated personnel for regulatory compliance is a new and critical function for Idaho.

UPDATE:  The Compliance Office will expand with Phase 2.

 Q:  Compliance is critical. Can you be more specific on how ITS will address compliance requirements for my agency?

 A:  ITS works closely with State and Federal organizations on compliance requirements. All ITS personnel complete background checks. Certain staff will receive additional background checks as needed to meet compliance needs. Common approaches to compliance are being developed, and ITS is dedicating staff in a new office to ensure compliance requirements are met. By focusing recruitment on current agency support staff, ITS will capture corporate knowledge related to compliance and systems.

Q:  Did ITS move?

 A:  Significant sections of ITS relocated to the Chinden Campus in November 2019. ITS also maintains a downtown presence to serve customers in the Capitol Mall.

 Q:  What will this mean for the customers currently supported by ITS?

 A:  Existing customers may see some new faces as we expand services. The type of service will remain the same, though we intend to constantly improve.

 Q:  What will the new organization look like?

 A:  A draft of the organizational chart can be found at:

ITS Draft Org Chart (as of 7/28/2020)

 Q:  If I need IT Support, how do I get it?

A:  There are several ways to contact ITS for IT Support.

  1. Via email: Send details of your support needs to ServiceDesk@ITS.Idaho.gov
  2. By phone: 208-605-4000. This number works for afterhours support needs as well.

 Q:  If I am not getting the service I expect, what should I do?

 A:  To escalate a response, contact:

 Q:  If I need to purchase IT equipment, who do I contact?

 A:  Email requests to ServiceDesk@ITS.Idaho.gov. ITS will gather requirements, get quotes from vendors, and work out order details, installation, etc.

Q:  How will ITS support my agency’s specific IT needs?

A:  ITS has a Pre-Integration Analysis form to capture details on your agency. It is important to provide as much detail as possible on this form. ITS will use this information to jointly develop with you a specific plan for your agency.

Q:  Will there be a gap in service or support to my agency?

 A:  No. Your staff can begin using the ITS Service Desk (ServiceDesk@ITS.Idaho.gov, or 208-605-4000) immediately on transition. ITS will arrange access to your systems prior to transition to ensure continuity. There may be minor delays as ITS fills positions, trains staff, and addresses unique requirements. Our goal is to provide the highest levels of customer service possible and to minimize any transition impact. ITS will communicate with your staff to ensure issues are addressed quickly.

 Q: How will projects be managed, and will there be any delays in project delivery?

 A: As part of the pre-integration analysis, agencies must identify current and future IT projects. ITS will work with the agency to determine the best approach to completing projects. ITS will coordinate on projects in FY20. Projects in FY21 may be impacted depending on the status of ITS key positions. For projects that have critical completion dates or penalties to the agency, ITS will prioritize resources to meet deadlines. For current projects, agencies should continue work in coordination with ITS. New or FY21 projects should be assessed with ITS to determine resourcing and delivery requirements.

UPDATE:  Phase 2 includes ITS project managers and two multi-disciplinary project delivery teams.

Q: How will my unique agency applications be supported?

 A: Agencies will identify unique applications developed or maintained by the agency, including the location of the source code used to create the program. As ITS establishes its application development service, ITS will focus recruiting on current agency developers. For detailed information or questions about software development and support, contact the ITS Chief of Operations, Jon Pope, at jon.pope@its.idaho.gov (208-605-4069).

 Q: How will ITS access and maintain my IT Infrastructure?

A: In preparation for transition, ITS support staff will require elevated system access accounts (Domain Administrator credentials). Personnel with such access may be current agency employees selected for continued State service in ITS. ITS will verify system access, backup status, system health, and ensure normal maintenance.   ITS will establish common system tools across all infrastructure to ensure consistent management for all agencies. For assistance or questions related to system access or password management, please contact the ITS Chief of Operations, Jon Pope, at jon.pope@its.idaho.gov (208-605-4069).

Statutes and Executive Orders

I.C. 67-827  Coordination of Policy and Programs – Information Technology Services and Cybersecurity

I.C. 67-827A  Powers and Duties

I.C. 67-828  Office of Information Technology Services May Charge and Receive Payment for Certain Services to Units of State Government – Appropriation

I.C. 67-829  Advance Payments and Interaccount Transactions

I.C. 67-830  Declaration of Purpose

I.C. 67-831  Definitions

I.C. 67-832  Idaho Technology Authority – Composition – Appointment and Term of Office – Reimbursement – Contracting for Necessary Services

I.C. 67-833  General Powers and Duties of the Authority

I.C. 67-834  Definitions

I.C. 67-835  Integrated Property Records System – Transfer of Responsibility

I.C. 67-836  Agencies to Provide Records and Data

I.C. 67-837  Responsibility for Quality

House Bill 607 (2018 Legislative Session)

Executive Order 2017-02 (Findings of the Idaho Cybersecurity Cabinet Taskforce)

Executive Order 2015-07 (Establishing the Idaho Cybersecurity Cabinet Taskforce)

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