Frequently Asked Questions

Through the introduction of a SaaS solution and modern technology stressing configuration over customization, the Commonwealth will be able to maximize the transformational benefits of efficiency, process improvement, risk controls, data analytics, management tools, and employee experience in the new solution. This includes opportunities to:

• Transform business operations by reducing complexity, eliminating unnecessary administrative activities, and expanding self-service.
• Constantly improve functionality and the user experience for all users by delivering regular upgrades to a single software system.
• Strengthen and standardize system and data security with a single sign-on.
• Improve access to meaningful data for users and the public.

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Our first objective is to replace two legacy core systems:

• Massachusetts Management, Accounting and Reporting System (MMARS)
• Human Resources/Compensation Management System (HR/CMS)

Future initiatives may include improvements in other enterprise administrative systems.

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The BEST Transformation Program is lead by the Executive Sponsors: the Secretary of the Executive Office for Administration and Finance; the Comptroller of the Commonwealth; and the Secretary of the Executive Office of Technology Services and Security.

The Program Management Office (PMO) reports to the Executive Sponsors and is co-lead by two Program Managers mutually appointed by the Sponsors, with support from BEST Program Functional Leads.

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The Program Management Office (PMO) is a team of senior technology and business experts with a deep, broad understanding of Commonwealth business functions. The PMO provides guidance and knowledge on key decision points in the Program solution.

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The current systems technology is outdated (20+ years old) and highly customized making it difficult and expensive to maintain and support. Additionally, the functionality has not kept pace with new technology or industry best practices. As citizen pressure for a more cost-effective service-oriented state government grows, it is clearly time to rethink our policies, processes, operations and technology foundation for the future.

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The BEST program will be suggesting business process changes where appropriate to achieve efficiencies and effective implementation of the new solution. Business and technology managers and users will have input into these decisions.

Yes, statutes and regulations are being reviewed for potential updates to reflect improvements in business practices.

Each agency has designated a Point of Contact and a Technical Point of Contact whose role is to ensure two-way communication between their agency and the PMO. We encourage interested parties to work with their appointed liaisons to learn of upcoming surveys, briefings or webinars.

The PMO always welcomes direct feedback, please contact us at: [email protected].

Point of Contact (POC) or Technical Point of Contact (TPOC) serve as a liaison between the BEST Program PMO, their agency leadership, and agency representatives.

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The BEST Program issued an RFR to solicit vendors responses to be reviewed by an Evaluation Committee. Responses included information on the proposed solution as well as a separate cost response. Ultimately, the Executive Sponsors will select the solution.

The BEST Program is considered a capital project and therefore is funded by issuing debt in the form of state bonds.

Business Requirements outline the specifications the end user is looking for in the proposed system. Working with the POCs, TPOCs, and OWGs, the PMO team has identified a number of Business Requirements, that have been developed into Use Cases to be included in the RFR.

Each department across the Commonwealth has identified a Point of Contact (POC). POCs play an important role in the success of the BEST Program by:

• Keeping  Agency Heads and Senior Leadership Teams informed and updated on the status of the program and keeping up-to-date on meetings the program is planning with agency staff.
• Serving as liaisons by contacting the PMO and sharing feedback from Leadership or staff that will help address agency concerns or interests.
• POC’s may also be asked to help coordinate information requested from agencies.
• More information shared with POC’s as to activities as the BEST Program gets underway.

Accounts receivable and billing are being considered and included in the Use Cases as part of the RFR.

Program Codes are defined by agencies. It is unclear if they will change at this time.

The Chart of Accounts is being reviewed, however, any changes have not been determined at this time.

Applications designed specifically for the cloud have been proven to meet the complex requirements of government and other industries. With the ERP solution enabling users to use the same version of software, any security improvements for one user will apply to all users.  Reduction of user error, fraud, and abuse through “always on” transaction security auditing will improve security risk mitigation both with external vendors and agency transactions. 

There are several major benefits that will improve statewide accounting and reporting activities:

• Proposed changes to Chart of Accounts: To aim to enhance central reporting and analytics while also allowing flexibility for agency specific needs.
• Automated workflow, task reminders, and pay alerts: To enable the Commonwealth to improve prompt payment achievement, potentially capturing additional savings from discounts previously missed.
• Greater visibility into financial data: To enable Commonwealth staff  to produce statewide annual reports more efficiently.
• The new solution will be able to provide the ability to maintain and track an inventory of non-GAAP assets for agencies. Capital assets can be recorded for both modified accrual and full accrual accounting and reduce reconciliation time between the different accounting methods/basis.

Enterprise Resource Planning, or ERP, refers to systems and software packages used to integrate and manage day-to-day business activities of the various functional groups within an organization. The central feature of all ERP systems is a single shared database.

The solution will be web-based and will be accessible through a web browser via desktop, tablet, or mobile device.

Software as aService, or SaaS for short, is a cloud-based method of providing software to users. SaaS users subscribe to an application rather than purchasing it once and installing it. Users can log into and use a SaaS applications from any compatible device over the Internet.

The “cloud” refers to servers that are accessed by the Internet and the software and databases that run on those servers. Cloud hosting providers own or lease  a data center or data centers, where they purchase, maintain, and operate hardware and software.

Through this switch to a modern cloud-based solution, the Commonwealth’s user community can maximize the benefits of efficiency, process improvement, risk controls, data analytics, management tools, employee experience and other quantifiable and qualitative benefits:

• This new solution is designed to be flexible and scalable, enabling agencies to easily/add remove users or assign roles as needed, making it easy to accommodate changes in staffing or workload. 
• It will also be less costly to maintain, requiring only frequent, smaller upgrades than major upgrades currently required.  This delivery model will allow the Commonwealth to stay current with fully tested releases, without loss in system performance.
• The switch will also minimize long-term reliance on vendor maintenance after full implementation.  Currently, the Commonwealth relies on many security protocols and access/permissions workflows developed by individual agencies to address their needs.

Systems Integrators specialize in working with the vendor’s software and with the client to implement the vendor’s software solution to meet the client’s requirements. The Systems Integrator is responsible for transferring skills and knowledge needed to manage the new solution in the future.

The new solution is configured using values or perimeters provided in the software via a user interface or table to change the behavior of the software to meet the client’s requirements. Configured software such as with this new solution is easier and less costly to upgrade and maintain that customized software.  Customization, on the other hand, requires adding new code that changes the baseline application’s functionality to meet the requirements of the client.