BUSINESS PLAN: Technology Services

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1 BUSINESS PLAN: Technology Services How does this service contribute to the results identified in the City of London Strategic Plan? A strong economy A vibrant and diverse community A green and growing City A sustainable infrastructure A caring community Information Technology Services (ITS) enables the service areas, Boards and Commissions to provide hundreds of services to internal and external stake holders effectively, efficiently and economically using information technology. The main purpose of ITS is to ensure that a reliable Information Technology (IT) infrastructure is established, maintained, managed and supported. Without an effective, reliable, resilient, highperforming IT infrastructure and applications, service areas, Boards and Commissions would not be able to provide most of their services. ITS enables service areas with the right technology in the form of tools, services and solutions to improve their business functions and processes. To provide effective and high value IT services, ITS manages and supports thousands of end user devices. The business applications enable data collection, storage and retrieval, business process automation, online service delivery, etc. In addition, these applications also provide business intelligence to make decisions to achieve these objectives. In addition to these services, ITS ensures that collected and stored information is secure and does not get into the hands of unauthorized users. We further assist businesses by providing training, and supporting them in effectively using these tools. Name the main activities done to provide this service: Name The Activities Done To Provide This Service 1. Develop and implement IT Strategy to align IT investments with corporate priorities. IT Governance has been put in place to ensure that the IT Strategy is aligned with corporate objectives, and that all IT projects align with the IT Strategy. How Much Did We Do? (optional) Is The City Mandated To Provide This Service? Can The Level Of Service Be Changed? 1

2 Name The Activities Done To Provide This Service 2. Design, develop, maintain and support City of London website. ITS also hosts websites for boards and commissions including police 3. Provide IT consultation services to all business divisions, boards and commissions, etc. to analyse their business strategy, goals and objectives and to assist them with developing IT strategy and identify solutions. This also involves assisting them with development of RFQ, RFP, etc. and participating in solution / vendor evaluation process. How Much Did We Do? (optional) 4. Business Application Support Over 200 applications and approximately 1,500 forms 5. Digital Infrastructure design, implement, manage, maintain and support digital infrastructure which consists of several hundred servers, high capacity storage systems, voice and data network, fibre network, communication technology such as systems, etc. - Close to 200 servers, 80 locations and 2500 phones - Several kilometers of fibre network - Hundreds of routers and switches - Over accounts Is The City Mandated To Provide This Service? Can The Level Of Service Be Changed? 6. Administers mobility services, print services, etc. 7. Information Security and Risk Management services are provided to protect corporate data and information, and mitigate risks involved with access to data. We also provide spam filtering service. 8. End User Device Support enable users to carry out administrative and operational functions, access to information, etc desktops, 800 blackberry, cell phones, air cards - Hundreds of printers and scanners *All service levels could be changed but this in turn affects the services we provide to our client groups. 2

3 What is the current state of this service? Currently ITS delivers reliable and secure IT Infrastructure to over 5,000 end point devices such as desktops, phones, blackberrys, cellphones; over 200 applications; several hundred hours of training in IT tools and applications; over 25,000 hours of ITS staff resources toward IT and business projects; etc. Our infrastructure reliability is 99.99%. ITS is constantly taking measures to improve the reliability and performance to the next level while reducing the cost of keeping the lights on. Goals Deliver a high-quality digital experience for our business and citizens Manage information technology as a strategic asset for the City of London Align IT strategy with Corporate Strategy Partner with business units to increase their value proposition using IT Become a service-oriented organization Strategic Objectives Business and service focused technology division Effective information management (structured and unstructured) Effective IT governance Effective project and service delivery management Highly optimized and leveraged IT solutions Improved IT processes Increased alignment of IT and business Increased standardization of technology Innovative business technology solutions Seamless sharing of data Strategic IT investments Reliable, redundant, agile & secure IT infrastructure What Is Driving This Service? City of London Strategic Plan IT Strategy: Enabling Growth and Service Excellence 3

4 What is the current state of this service? (cont d) Challenges and Pressure Points Rapid change of technology Economic downturn Recent Achievements The investments ITS makes in technology directly contributes to achieving these objectives. The investment made in establishing a downtown Wi-Fi has raised the profile of London. This attracts more people to the downtown area and will contribute towards economic growth Downtown Wi-Fi. Received an award at MISA Modernization of Website JD Edwards ERP system upgrade Client Management System (CMS) for Ontario Works Technology and process improvements for POA Electronic Council Agenda and Voting Paperless Agenda (Agenda-to-Go) Renegotiation of several contracts resulting in cost avoidance What do you plan to do? 2014 Modernize network infrastructure Modernize Server/Storage and Backup/Restore Systems Implement Enterprise Content Management System (ECM) Migrate documents from livelink and shared drives to SharePoint Implement of TOMRMS record management system 4

5 What do you plan to do? (cont d) ITS delivered a three year strategy ( ) to Council in January ITS has already began working on a new strategy Vision 20/20 to ensure continuous alignment of IT investments beyond This strategy will encompass a strategic direction and major initiatives to be implemented from 2015 to The focus of this strategy will be: Business intelligence Master Data Management Application Rationalization Leveraging of cloud technology Mobile Solutions Desktop Virtualization Unified communications Business Process Improvement Key Performance Indicators Description of measure How Much? 1. Average number of projects to be completed Staff hours spent on projects 22,000 30,000 32,000 35,000 38,000 40,000 42,000 How Well? 3. Increase in major systems/network uptime 30% 40% 50% 60% 65% 70% 75% 4. Increase in successful completion of projects 20% 25% 30% 40% 45% 50% 55% 5. Increase in staff time spent with the business divisions, identifying the business goals/objectives and identifying solutions 30% 35% 40% 45% 45% 50% 55% 6. Increase in number of projects completed 25% 30% 35% 40% 45% 50% 55% Is Anyone Better Off? 7. Increase in user satisfaction 60% 65% 70% 75% 80% 85% 90% 8. Decrease in support calls 30% 40% 50% 60% 70% 80% 90% 5