Information Technology Business Plan
Information Technology Business Plan 2012-2014 1 Information Technology Business Plan 2012-2014 Table of Contents BUSINESS UNIT NAME 1.0 EXECUTIVE SUMMARY ..................................................................................................................... 1 Business Plan 2012-2014 2.0 ACKNOWLEDGEMENTS .................................................................................................................... 2 3.0 BUSINESS UNIT OVERVIEW .............................................................................................................. 3 3.1 Mission\Vision\Values ..................................................................................................................... 4 3.2 Organization Chart ........................................................................................................................... 7 3.3 History .............................................................................................................................................. 8 3.4 Accomplishments ............................................................................................................................. 9 3.5 Initiatives and Major Capital Projects in Progress ......................................................................... 11 4.0 ANALYSIS ........................................................................................................................................ 12 4.1 Financial Summary ......................................................................................................................... 12 4.2 Core Business and Service Levels ................................................................................................... 13 4.3 Performance Measures .................................................................................................................. 17 4.4 Key Customers and Stakeholders .................................................................................................. 17 4.5 Current Context ............................................................................................................................. 18 4.6 SPOT Analysis ................................................................................................................................. 20 5.0 STRATEGIC INITIATIVES & OPPORTUNITIES ................................................................................... 23 APPENDICES History Map Context Map Stakeholder Map Our Services Map Spot Matrix Map Cover Story Vision Map Five Bold Steps Map Gameplan Map – Life Cycle Management Gameplan Map – Improve Connections with Customers Gameplan Map – Employee Development Gameplan Map – Accessible Technology Gameplan Map – Project Management Process Improvement Information Technology Business Plan 2012-2014 1.0 EXECUTIVE SUMMARY The Information Technology Business Plan for 2012‐2014 describes the purpose of our business unit, the values from which we operate, and the strategies we will use to support the current and future operations for the City’s business units. As a corporate service department, our operations are guided by the requirements of the corporation as business units continue to enhance operations through the use of technology. In today’s environment, business units depend on technology to conduct business. Our citizen’s expectations of the services we deliver often include functions that can only be provided effectively through the use of technology. Additionally, as technology within the industry continues to change at a rapid pace, our infrastructure must keep pace assuring we have the capacity to sustain, evolve, and improve the delivery of services. Most importantly, the technology required to deliver these services must function reliably and securely when it’s needed. Information Technology’s vision is to deliver service excellence through technology solutions that provide value for business units, the corporation and the community. Our mission is to foster and support a culture of public service where we earn the trust, respect, and confidence of our community by delivering services that focus on results, are supportable into the future, and are accountable financially. Behaviors that demonstrate transparent communication, accountability, respect, trust, and a focus on improvement will be the value foundation to guide our decisions and operations. Through the business planning exercise Information Technology reviewed our current context, key customers/stakeholder requirements, and evaluated our opportunities to support our strengths and resolve problems. Through this process we identified five bold steps to guide our current operations and align with our mission. Through Employee Development, we will focus on building the competencies and capacity within our employees to support the delivery of effective and efficient services. By Improving our Customer Connections, IT will collaboratively align our customer requirements with the services we offer. Lifecycle Management ensures we continue to maintain and proactively support our technology investments and business continuity. Through Accessible Technology we will stay abreast of remote and mobile technology advancements to enhance business operations. Refining the Technology Portfolio and Project Management process ensures we continue to implement technology initiatives based on their business value thereby enhancing the level of service provided directly to our citizens. These five bold steps move us closer to achieving our vision to deliver service excellence through technology solutions that provide value for business units, the corporation and the community. 1 Information Technology Business Plan 2012-2014 2.0 ACKNOWLEDGEMENTS The following individuals participated in the preparation of the Business Plan: 1. Sabina Visser – General Manager Information Technology 2. Cliff Shigemi – Enterprise Systems Manager 3. Brian Bertschi – Network Systems Manager 4. Juliana Wafula – Spatial Data Services Manager 5. Gord Smith – Business Solutions Manager 6. Dan Mcgee – GIS Technician 7. Kyle Davey – GIS Programmer 8. Dave Schultz – Enterprise Systems Analyst 9. Darren Hurt – Network Analyst 10. Dave Annis – Database Administrator 11. Byron Buzunis – Business Planning Facilitator 12. Corey Wight – City Treasurer, and Corporate Services Director We also appreciate all employees within Information Technology that took the opportunity to provide input into the business plan through their departmental meetings. 2 Information Technology Business Plan 2012-2014 3.0 BUSINESS UNIT OVERVIEW The Information Technology Business unit was created to assist City of Lethbridge Business Units evaluate and implement technologies that enable the achievement of their strategic and operational objectives while also providing a reliable, secure, and sustainable information technology environment. The role of technology within the City has changed. Previously, technology was often seen as a tool, or another possible option to deliver services. In today’s environment however, business units depend on technology to conduct business. Our citizen’s expectations of the services we deliver often include functions that can only be provided effectively through the use of technology. Additionally, as technology within the industry continues to change at a rapid pace, our infrastructure must keep pace assuring we have the capacity to sustain, evolve, and improve the delivery of services. Most importantly, the technology required to deliver these services must function reliably and securely when it’s needed. Information technology is divided into four core areas that work together to deliver services directly to city business units, and in‐directly to our citizens. This diagram depicts the relationship and inner workings of the different groups that make up the IT department. The center area, where all groups intersect, is the core values, vision and culture that we have in common as a departmental team. 3 Information Technology Business Plan 2012-2014 3.1 Mission\Vision\Values Mission: To foster and support an environment where Information Technology is successful in delivering valuable services to our customers. Our “environment” is defined as a culture of public service. Services that are “valuable” earn the trust, respect, and confidence of our community. “Success” is demonstrated when our services are customer focused, deliver results, are supportable into the future, and accountable financially. “Information technology” includes: hardware, software, networks, spatial data and communications infrastructure. IT Vision: Information Technology delivers service excellence through technology solutions that provide value for business units, the corporation and the community. IT Values Information Technology identified the following five values as the principles that will guide our behavior and operations. Transparent in our Communication Accountable Respect Strengths and Value Differences Extend Trust Get Better 4 Information Technology Business Plan 2012-2014 When we are Transparent in our Communication, we will: Listen Clarify and ask questions Share information Be honest and straight Forward Discuss issues in a timely manner Be open to hearing all possibilities When we are Accountable, we will: Communicate and clarify expectations Hold ourselves and others responsible for their actions Take ownership, and not blame others when things go wrong Follow through on our commitments When we Respect Strengths and Value Differences, we will: Listen, understand and learn about one another Allow opportunities for personal growth and mentorship Participate and engage in performance planning Collaborate and communicate across teams by utilizing technical skills, knowledge and experience When we Extend Trust, we will: Take ownership Meet and exceed expectations Be more credible by emphasizing our character and competency Assume good intentions and ask when in doubt Support each other Treat others as you would have them to treat you 5 Information Technology Business Plan 2012-2014 When we Get Better, we will: Invest in performance planning Research and learn from others and their practices Be curious about existing processes Be innovative in our analysis and solutions Collaborate and involve all stakeholders in changes Ask for, listen to, and learn from feedback processes that we incorporate in all of our processes 6 Information Technology Business Plan 2012-2014 3.2 Organization Chart 7 Information Technology Business Plan 2012-2014 3.3 History Although technology has existed within the Corporation since the 1980’s, the Information Technology department is fairly new having been consolidated in 2000. Changes in technology and an increased reliance on technology have resulted in many changes within information technology. Moving from centralized systems in the early 80s to decentralized technology applications through the emergence of the Internet and web based applications in the 1990’s. Both the industry and corporation are moving towards increasing the accessibility of technology including data through the use of mobile devices, and embedding technology in all aspects of service delivery. Key Highlights: 1980 ‐ 2000 Centralized mainframe systems through the 1980‐90’s Emergence of client server based systems in the 1990’s City is connected to the Internet in the 1990’s Web based applications are purchased in the late 1990s 2000 – 2010 + Technology use expands as the business value of technology increases Customer expectations focus on enhancing technology accessibility, integration and increased service expectations Mobile and remote access Anywhere, anytime, anyhow access to services delivered through technology 8 Information Technology Business Plan 2012-2014 3.4 Accomplishments In 2009, Information Technology Services met with all business units to evaluate and improve our operations in order to effectively support their service delivery. Corporately we identified the following 5 themes that were used to collaboratively create our technology priorities for 2009‐2011. Some key activities under each theme have been highlighted. Operational Service Improvement: ensure existing technology is managed proactively Maintained System Architecture and Continuity Plans for critical systems such as: the Public Safety and Communications Centre – Fire/EMS Dispatch, and corporate geographic information systems Organizational changes within IT to create a Business Solutions group designed to provide front line and proactive support to all corporate technology users Reviewed our corporate workstation, meeting room and printing inventory and determined the appropriate time and funding model for replacement Technology as a Service: ensure technology investments are maintained and leveraged Upgraded to Office 2007 with training to ensure employees were comfortable with the new software Implemented changes to build the foundation necessary to support future technology and service delivery through a migration to a new Active Directory and Exchange E‐Mail environment Upgrade of existing phone systems to Voice over IP (VoIP) which will reduce costs and improve service requirements Corporate System and Database Upgrades ( PeopleSoft, JD Edwards tools, Image Now, Proval, Team Budget) Enterprise Technology Management: integrate corporate wide technology to streamline business operations Deployment of new public website and corporate intranet on Microsoft SharePoint 2010 leveraging our existing Microsoft environment and experience Adoption of new GIS presentation technologies (e.g. Google Sketch Up) 9 Information Technology Business Plan 2012-2014 Integration to existing databases: Planning and development databases integration; Assessment data integration, Parks forestry data integration, Service card integration; Transit and bus scheduling data integration; Cemetery system data integration Upgrade of external and internal interactive web map with additional technologies (e.g. Google Street view) to create a GIS interface that is easy to use and visually appealing Implementation of key corporate systems (e.g. City Clerk’s process automation through Sire, City Site (Public and Corporate Websites), Tempest Web Customer, Risk Master, and Reports Now) Communication and Collaboration: provide more effective and efficient services by sharing/reporting information across business units through the use of technology Improved connectivity between the Geographic Information System and the Cemetery in order to spatially display critical operational information Reduced the amount of time spent and increased accuracy of keying time by interfacing the electric work order management system with our human resources system Interfacing work order time from Human Resource and Financial systems Mobilizing and coordinating with other business units to ensure that the spatial data is efficiently stored and maintained ‘closest to the source’ and maintained in one place by data stewards IT Stewardship: collaboratively partner with business units to prioritize and implement technology initiatives based on their business value thereby enhancing the level of services provided directly to our citizens Defined the Technology Strategy and Portfolio Management process which ensures project priorities are aligned with business priorities in a proactive and collaborative manner Raised awareness and acknowledgement that although the business depends on technology, technology investment is more than a cost of doing business Data acquisition and maintenance to meet business needs: Digital aerial photos for 2009 and 2011, Irrigation infrastructure data acquisitions, Emergency Services (FIRE, Police, PSAC) datasets and Waste and Recycling datasets Spatial data project coordination to deliver key business operations (e.g. Census, Elections, Cemetery Columbaria Planning, Landfill and Recycling Center Vegetation Site Planning) 10 Information Technology Business Plan 2012-2014 3.5 Initiatives and Major Capital Projects in Progress Although IT does not have any major capital projects of our own, we are a key resource and coordinate the implementation of technology within all city owned facilities (e.g. West Lethbridge Centre), and business unit capital initiatives (e.g. Transit Smart Card). 11 Information Technology Business Plan 2012-2014 4.0 ANALYSIS 4.1 Financial Summary Corporate Services Information Technology Budget Summary 2008 2009 2010 2011 2008-2011 Actual Budget Budget Budget Budget Change Revenues Grants Other Revenues Recovery from Capital Projects Sales of Goods & Services Expenses Asset Purchases 2007 General Services Interdepartmental Transfers Materials & Supplies Other Personnel Reserve Transfers 447,721 3,400 0 0 0 (3,400) 6,923 4,000 4,000 4,000 4,000 0 900 20,000 0 0 0 (20,000) 16,616 1,500 13,000 12,500 12,000 10,500 472,160 28,900 17,000 16,500 16,000 (12,900) 216,332 125,000 125,000 125,000 125,000 0 2,152,969 1,291,800 1,691,200 2,550,800 1,410,800 119,000 (3,245,698) (2,512,300) (2,482,700) (2,494,500) (2,528,200) (15,900) 187,330 197,100 147,728 129,413 122,712 (74,388) 88,215 129,800 95,508 78,434 77,582 (52,218) 776,089 648,900 293,800 293,800 293,800 (355,100) (205,645) (89,300) (118,500) (1,053,200) 121,600 210,900 128 200 200 200 200 0 Wages & Benefits 2,150,110 2,469,599 2,657,597 2,880,811 2,995,601 526,002 2,119,830 2,260,799 2,409,833 2,510,758 2,619,095 358,296 1,647,670 2,231,899 2,392,833 2,494,258 2,603,095 371,196 Transfers to Capital Utilities Total Information Technology 12 Information Technology Business Plan 2012-2014 4.2 Core Business and Service Levels Information Technology ‐ Enterprise Systems Group – Core Business and Service Levels Description of Service Service Level To provide technology support for all Software is available for business unit use based on agreed upon aspects of corporate software as service levels. required for business unit operations. Software is licensed, maintained and upgraded based on an agreed upon lifecycle. To provide project management, and Joint project teams are created to ensure business requirements consulting services to assist business and needs are met. units evaluate, select and implement Infrastructure, software and standards are met. software. System continuity and support models are created and maintained. To develop and support interface Interfaces are developed, documented and maintained. development that integrates software and processes within related systems. To provide reporting services and Reporting / query tools are provided to end users for business unit development to access data based on reporting requirements. user requirements. Reports are developed and maintained by IT based on report specifications. Information Technology‐ Spatial Data Services group – Core Business and Service Levels Description of Service Service Level To provide research and applications development. Team is aware of emerging technologies and can provide direction/suggestion for business units proactively in using geospatial technology. Development of custom applications to meet specific business needs. To provide support and consulting. Team works with Business Units to ensure the acquired data, software meets their needs. Provide strategic and tactical support for spatial projects and initiatives in singular or interdisciplinary corporate projects. Provide specialized technical skills for complex spatial analysis, 3 (4) dimensional projects, complex spatial queries and data manipulation. 13 Information Technology Business Plan 2012-2014 Information Technology ‐ Spatial Data Services group – Core Business and Service Levels Description of Service Service Level To provide spatial data access and Provide geospatial hardcopy and digital information to external dissemination. partners, City of Lethbridge employees and members of the public. Provide interactive mapping products to external partners, City of Lethbridge employees and members of the public. Provide specialized map products for meetings and publications including Open houses and Council presentations. Provide specialized technical design drawings for various business processes. To provide training and education. Provide opportunities for development of GIS skill sets for external partners, City of Lethbridge employees and members of the Public. Prepare, coordinate and deliver training on spatial software. Consistently indicate, demonstrate and educate about the value of spatial technology as a view to other datasets. Consistently maintain knowledge of spatial technologies in order to provide support and consulting as needed. To provide data quality, verification and Develop, maintain, and communicate processes to ensure standards. accurate, reliable and consistent spatial data collection and maintenance. Develop, maintain and communicate metadata standards and protocols. Develop and maintain efficient spatial data models that allow for integration to other City business systems. Consistently ensure that distributed or shared spatial data is accurate and updated by external partners and geospatial support personnel. Data acquisition, creation, conversion Identity and create new data sets from hard copy products or and maintenance. concepts. Conversion data from one format to the other for use in various systems and processes. Coordinate data acquisition including aerial orthophoto acquisitions, 3D and special interests datasets. Maintain existing spatial datasets; Coordinate GPS and survey data collection. 14 Information Technology Business Plan 2012-2014 Information Technology ‐ Spatial Data Services group – Core Business and Service Levels Description of Service Administration and coordination. Service Level Provide GIS Servers administration and software administration for AutoDesk, MicroStation, ESRI, FME products, other specific GIS business unit applications. System architecture design for spatial tools including ESRI, AutoDesk, Bentley products. Consistently ensure the relevance and execution of the data sharing agreement. Provide and manage large format plotting, scanning and photocopying equipment. Develop, maintain and manage processes for record keeping of spatial related data for both digital and hard copy information. Develop, maintain and manage partnership agreements with external partners to ensure efficient sharing of spatial data. Develop, manage and maintain spatial data in a way that allows easier access, integration, avoids duplication and provide a ‘single source of truth’. Information Technology ‐ Network Services group – Core Business and Service Levels Description of Service Service Level To provide landline telecom services for Landline telephones are available for all business units for 24x7 the entire organization and operations. Cellular phones including Blackberries are provided to cellular/Blackberry devices for all BU’s all BU’s except LRPS and library. except LRPS and library. To provide network hardware Network access is provided to the majority of city staffed buildings connectivity services including use of C through various connectivity methods including fibre, physical of L fibre. building cabling, wireless, and leased lines. Core network equipment is configured in a redundant fashion to increase uptime and availability. To provide application servers. Physical and virtualized servers are available for IT and BU’s use to deliver applications. Servers have high availability features such as redundant power supplies and redundant hard disks. 15 Information Technology Business Plan 2012-2014 Information Technology ‐ Network Services group – Core Business and Service Levels Description of Service Service Level To provide data storage systems The majority of storage available to users and servers is through a including backup and restore. centralized system which has high available features such as clustering of controllers and redundant hard disks and power supplies. Data backup occurs based on user requirements for frequency of backup. To provide systems administration such Account and file access rights are performed for secure and as account creation and file access required access to our various systems. permissions. To provide internet services. Secure access to internet and e‐mail services is provided. Redundant internet and e‐mail services provide a high level of system availability. Information Technology ‐ Business Solutions Group – Core Business and Service Levels Description of Service Service Level To provide timely customer technical Supporting customers by providing first response resolutions or support work order supported assistance for application, desktop and printer technical support. Ensuring that customer and client technical requirements are being met and performing optimally. To provide hardware/software support Supporting customer workstation environments to ensure business continuity. This includes managing life cycling of workstations, meeting rooms, printers as well as regular maintenance, upgrades etc. To be solution focused and support BU All technology related break/fix responsibilities within the technical requirements. corporation originate with the help desk. Appropriate actions are taken to ensure the proper teams are involved in the resolution. To accurately track workstation, Managing and maintaining up to date inventory records of all software and peripheral Inventory. corporate technology assets which include computers, software, various peripherals (i.e.; scanners, monitors, and cameras), and printers/copiers/fax equipment. To actively participate in ongoing Establish and maintain corporate‐wide equipment and peripheral research and development standards that ensure business continuity. Performing ongoing technical validations for new purchases/requests and regularly examining current standards while staying abreast of emerging technologies and future trends. To be involved in IT and BU technology Providing technical support and leadership in cross‐ related projects. department/business unit projects. Coordinating and managing workstation and/or software related projects which involve multiple departments and business units. 16 Information Technology Business Plan 2012-2014 4.3 Performance Measures There are currently no performance measures for the business planning cycle 2012 – 2014. 4.4 Key Customers and Stakeholders Information Technology ‐ Key Customers/Stakeholders Type City staff and partners including Police and Library Details Council Leaders Leaders provide Corporate administrative direction that influences the priorities and delivery of IT related projects. City Business Units Business Units expect technology infrastructure support and implementations for hardware, software, data and communications technology. Including Fibre Services (data/voice networks, electric/water scada). Business units expect business continuity from information technology department while delivering these services. IT employees expect support as they work to deliver services to Business Units. This includes supports like Human Resources and Finance Departments. IT employees need collaboration and engagement with the various customer and stakeholders groups. IT Employees Alliances and partnerships Summary of Perceived Needs or Expectations Councils set strategic direction. Council expects services delivered to the Citizens of Lethbridge. Utility companies, First Call Hardware and Software suppliers Service suppliers (contractors) and consultants Spatial data suppliers and consumers External affiliates like EDL, school boards, U of L, L, U of A, College, etc.) Other levels of Municipalities/counties government Provincial government agencies Utility companies need access to spatial data for proactive and safe planning of existing and new improvements. Expect current agreement and licenses Expect service contracts. Expect data and data share agreements. Partnership and collaboration on information technology related initiatives. Expect service level agreements spatial data e.g. LANET. Partnership and collaboration on technology including spatial data. Partnership and collaboration on technology including spatial data i.e. AHS, Alberta Elections etc. 17 Information Technology Business Plan 2012-2014 Information Technology ‐ Key Customers/Stakeholders Type Professional affiliations Members of the public directly or through BUs Details User groups Summary of Perceived Needs or Expectations Participation in discussions /events. Sharing of knowledge for overall development of individuals. Professional organizations Participation in discussions /events. Sharing of knowledge as a continuation of professional responsibility. Spatial data exchange, partnership and collaboration support. Not for profit agencies Purchasers of spatial data Spatial data reliability. Community Users in City Technical infrastructure support. Owned Buildings 4.5 Current Context INDUSTRY TRENDS: Consumer awareness of IT capabilities More business intelligence tools and methodologies Cloud computing (web based access) applications Decline in workstation software and licensing Liabilities related to use and distribution of data Virtualization technologies Location based applications Trend to outsource hardware, software and data services Improving virtual communication tools Open government, open access to data Paperless environment Impact of Collective (Union) Agreements on service levels Fiscal accountability and transparency Relationships comparisons to other Municipalities POLITICAL FACTORS: 18 Information Technology Business Plan 2012-2014 ECONOMIC CLIMATE: Going green environmental movement Lower tolerance for tax increases Devices are cheaper but cost of support increases Level of service versus cost of service CUSTOMER NEEDS: Anytime access to data Anywhere – remote access to data Decision making from intelligent data Situational intelligence – customers get what they want based on where they are Immediate support Internet access from everywhere Communication awareness of IT activities and services Leveraging technology: moving from user to power user Business continuity Demonstrated business value from IT Reliability Want more technology Direct support to Public FOIP liabilities around data – how much can we share? Flexibility can be costly and standardization is cheaper Interconnection of IT with business units to align resources Renovations, office moves Capital improvements need better technology integration Relationship to other IT groups within the City UNCERTAINTIES: 19 Information Technology Business Plan 2012-2014 OTHER FACTORS: (Technology, Facilities, etc.) Technology making new business processes possible Lifecycle of technology Security of data Capability to really go paperless Technology is in every department Self service is an expectation System reliability expectations Multiple devices High avaiablility24/7 access systems running Corporate importance towards maintaining work‐life balance Aging workforce Young workforce that is more technically adept Staff expect more training opportunities Mobile access : more buildings, working from home, using blackberries etc Remote collaboration/social computing Everyone wants access Fear of losing productivity with increasing technology ORGANIZATIONAL TRENDS 4.6 SPOT Analysis STRENGTHS: Skilled knowledgeable team Stable technical environment Have current technology Experience of City operations Customer focus and support Team work Proactive planning Initiated project management methods Service provider Standards and asset management 20 Information Technology Business Plan 2012-2014 PROBLEMS: Rising customer ( business units & citizens) expectations Business unit awareness of technology Assuming that we know the Business Unit Business unit and IT role clarity Business unit doing their own projects Coordination across multiple buildings Lack of a technical writer Lack of support for corporate IT initiatives Capacity for continuing organizational changes Technical lifecycle issues Project planning Keeping current and cost of IT training Use of consultants – concerns about knowledge transfer Union contract changes and their impact on systems Project vs. Operations – Resourcing Project Management process improvement Work order process improvement Stakeholder needs assessment Defining security levels Improving Business Unit service thru tools, technology and data IT planning as a corporate initiative Technology lifecycle management and planning Performance planning Improved collaboration and access Leveraging technology OPPORTUNITIES: 21 Information Technology Business Plan 2012-2014 THREATS: Coordination of IT components in facility projects and capital projects Legislative changes Attracting skilled experienced resources Sudden change in corporate direction Loss of knowledge Loss of specialization Security threats 22 Information Technology Business Plan 2012-2014 5.0 STRATEGIC INITIATIVES & OPPORTUNITIES Information Technology – Employee Development The IT department recognizes that the people that work within the IT department play a crucial role in ensuring that we deliver business value through technology to our customers. This bold step ensures that we are always proactively providing an environment where our IT staff continue to grow and are engaged in their daily activities. Bold Step 1. Employee Development Primary/Secondary Objectives Key Deliverables Implement employee performance planning process Review and update JIQS Align corporate activities with training opportunities Inventory of skill sets Identify and provide cross training opportunities Succession planning for the SDS group Business continuity planning for personnel Employees take ownership of their career development Employees are productive, motivated and engaged Employees understand their roles and responsibilities There is a continuous employee feedback mechanism There is understanding of skill sets Employees are provided with training opportunities Success Factors Leadership and management support for the process Human Resources department support IT staff support for the process Continuous support for the budget to provide training opportunities 23 Information Technology Business Plan 2012-2014 Information Technology – Accessible Technology The IT department wishes to create an accessible technology strategy by defining the mobile & remote technology requirements for our corporate business units, create business cases for opportunities which create efficiency improvements, and implement this access for approved projects. Bold Step 2. Accessible Technology Key Deliverables Primary/Secondary Objectives Define the mobile and remote technology requirements for our customers to efficiently and effectively deliver services and access data Create the business case for mobile and remote access to services for both the corporation and public Implement technology access as prioritized Assist in definition and understanding of open data requirements and clarify IT’s role in supporting this strategy Create process and standards for continuous evaluation of mobile technologies Success Factors Perform an inventory of our current Depending on strategy approach, leaders and council “accessible technologies” support towards approval and funding Meet with business units to identify their BU involvement and engagement needs and requirements Education of IT and BU of available technology and use Align the needs and requirements to corporate priorities Research what technologies are available, have been highly accepted by the market place, and what other like organizations have done or are doing in a similar fashion Determine a go forward plan Obtain approval and implement technologies as the plan dictates 24 Information Technology Business Plan 2012-2014 Information Technology – Technology Lifecycle Management Technology continues to be a critical part of how the corporation delivers services. Technology has an optimal lifespan, and as we continue to invest in technology, it is important to ensure the technology is maintained to cost effectively support business requirements and remains current as advancements are made within industry and service delivery. Bold Step 3. Technology Lifecycle Management Key Deliverables Asset Management Framework (AMF) that includes the following: a. Inventory of asset types (spatial data sets, workstations, servers, software, networking infrastructure) b. Condition assessment criteria c. Stakeholders needs assessment d. Costs e. Support levels Implement AMF by asset type Upgrade IT work order system to help manage scheduling and conditions assessment Primary/Secondary Objectives To establish an IT asset management framework to effectively manage the City’s IT assets throughout useful life. Establish processes and procedures to maintain and upgrade assets on a schedule a. Inventory acquisition, maintenance, monitoring, disposition, condition assessment Proactive planning to provide for accurate budgeting Success Factors Leadership and business unit support Time and resources Possible use of the JDE asset system 25 Information Technology Business Plan 2012-2014 Information Technology – Improve Connections with Customers The IT department aims to improve how we deliver services, and what we communicate with our customers with regards to the services IT offers. Our primary objective is to understand our customer’s service requirements and work with them to improve how we deliver those services. By working with our customers on these improvements, we will create satisfied, informed and empowered customers. Bold Step 4. Improve Connections with Customers Primary/Secondary Objectives Key Deliverables Creating a tool/template that will allow each of our services to be evaluated/screened The template/tool would include service level agreements, stakeholder needs assessments, relevant documentation, measurement processes, communications and feedback channels A schedule of prioritized services identified as needing improvements Implement a realistic number of service improvements Create satisfied and empowered customers Define customer and stakeholder service expectations Continuous Improvement of Services and Service Levels Implement a realistic number of service improvements Success Factors BU Support Time Organize Service Improvements as Projects IT Staff Support 26 Information Technology Business Plan 2012-2014 Information Technology – Technology Portfolio and Project Management Process Improvements Information Technology supports technology across the entire corporation. There is an increased demand on IT and Business unit resources to implement projects to enhance business operations through technology. Through portfolio management, IT and Business units collaboratively prioritize and schedule projects based on business value, and resource capacity. Ensuring IT adopts and sustains our project management competencies will ensure once projects are scheduled they are implemented successfully based on measurable success criteria. Bold Step Primary/Secondary Objectives 5. Technology Portfolio and Project Enhance Corporate Technology Portfolio Management Management Process Improvements processes Improve IT’s ability to manage projects with clear success measures Implement Portfolio Management and Project Management systems that support the corporation a. Enhance/automate project status communications Key Deliverables Refine/Communicate Portfolio Management processes as corporate deliverable Develop IT Project Management Methodology Sustain project management in IT through education and ongoing feedback Define requirements for Portfolio and Project management systems and recommend purchase Success Factors Corporate and BU Support IT Staff Support Desire for efficiency reporting 27 Information Technology Business Plan 2012-2014 APPENDICES 28 Information Technology Business Plan 2012-2014 29 Information Technology Business Plan 2012-2014 30 Information Technology Business Plan 2012-2014 31 Information Technology Business Plan 2012-2014 32 Information Technology Business Plan 2012-2014 33 Information Technology Business Plan 2012-2014 34 Information Technology Business Plan 2012-2014 35 Information Technology Business Plan 2012-2014 36 Information Technology Business Plan 2012-2014 37 Information Technology Business Plan 2012-2014 38 Information Technology Business Plan 2012-2014 39 Information Technology Business Plan 2012-2014 40
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