Information Technology Overview Dan Rainey

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1 Information Technology Overview Dan Rainey March 5, 2015

2 Agenda Situation Vision Strategies Plan Metrics Questions 1 1 1

3 Situation 2 2

4 Role of Technology at DWSD Optimization Program Process 3 3 3

5 Role of Technology at DWSD Process 4 4 4

6 First rate IT Services are a function of People, Process and Technology. IT Services People Challenges Skills leadership, management, planning, communication, problem solving Know-how and Experience basic fundamentals of project and risk management Culture limited accountability provided no consequences for sub par results and perpetuates an unreliable and at times insufficient IT service mode Process Process Insufficient risk management processes including IT Controls and a tested disaster recovery capability Lack of governance, ownership, standards and measurement of both performance and compliance across entity Immature project planning and project management undermine benefit realization Technology Aged, unsupported infrastructure components Incomplete toolset to monitor infrastructure and systems to detect intrusions or other unsecure events These IT services challenges subjects DWSD to risk of impaired or unavailable IT Services which may serve as a drag on Optimization business objectives 5 5

7 Vision, Mission and Culture 6 6

8 ITS Vision & Mission VISION STATEMENT To be the trusted advisor for the management and delivery of Information Technology Services for DWSD and to be recognized as a national leader in the delivery of Utility Information Technology Services. MISSION STATEMENT To provide measurable business value, through collaboration with our customers, by leveraging the right technology and processes to enable customer focused, optimized delivery of high quality DWSD services

9 ITS Culture Core Competencies Teamwork Communication Technical Ability Innovation Reliability Core Behaviors Collaborative Initiative Leadership Respect Flexibility 8 8 8

10 Strategies 9 9 9

11 IT Strategies People Retain and recruit proven, experienced leaders for management positions Retain and recruit experienced IT staff on a contract for hire basis to fill in organization needs Strategically source and effectively manage vendor/partners Create an IT culture based on teamwork, open communication, continuous improvement, accountability and delivering measurable value Process Establish a Program Management Function to manage IT as a portfolio of projects, applications, technologies and services. Establish a Risk Management Function focused on controls, vulnerabilities, and threats Establish a Governance Function that manages policies, processes and procedures Technology Address immediate needs of organization (network, security, voice) Leverage existing technology investments Everything as a service Consolidate like services across the organization (DWSD 1-Net) 10 10

12 ITS People & Process IT Manager - Risk and Information Security CIO/IT Director Professional Administrative Specialist (1) IT Manager - Service Delivery (Administration) IT Manager - Service Delivery (Service Desk) IT Manager - Infrastructure IT Manager Applications (Line of Business) IT Manager - Applications (Enterprise) Project Manager (2) I, II & III Service Desk Analyst (7) I, II & III Infrastructure Administrator III (1) (Team Lead Telecom/Radio/VoIP) Infrastructure Administrator III (1) (Team Lead Systems Admininstration) Applications Analyst (6) I, II & III GIS Analyst (3) I, II & III Project Manager III (1) (Security Program Administrator) Applications Analyst (1) I, II & III Infrastructure Administrator (3) I, II & III (Telecom/Radio/VoIP Role) Infrastructure Administrator (3) I, II & III (Systems Admin. Role) Database Administrator (2) I, II & III Applications Analyst (2) I, II & III (Web Developer Role) Office Support Specialist I, II & III (1) Service Desk Analyst (2) I, II, III (Enterprise Document Mgmt. Services) Infrastructure Administrator (2) I, II & III (Network Admin Role) Applications Analyst (2) I, II & III (Business Process Integration Role) Applications Analyst (2) I, II & III (Enterprise Content Management Role) Applications Analyst (2) I, II & III (Enterprise Reporting Role) Service Delivery Infrastructure Delivery Applications Delivery 11 11

13 ITS Current State Technology and Services 12

14 Plan 13 13

15 ITS 12 Month Plan Overview Improve Tools Improve Application and System Availability Enable DWSD transition to and DWSD-R Project Improve Service (Requests, Enhancements) Improve Project Delivery incl. Benefits Realization (Requires Business Participation) Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec P1 WAM Operational Plan (WAM 2.0) R1 R2 P2 Detroit Delivers (SeeClickFix) Phase II P3 Office 365 Implementation P4 EMA Phase IV P5 Enterprise Resource Planning Program P1 P2 P6 AT&T Network Transformation, Voice Consolidation and Security Program P7 GIS Operational Plan P8 IT Governance Tentative date 14 14

16 ITS 12 Month Plan Overview Improve Tools Improve Application and System Availability Enable DWSD transition to and DWSD-R Project P9 KACE Service Desk Implementation Improve Service (Requests, Enhancements) Improve Project Delivery incl. Benefits Realization (Requires Business Participation) Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec P10 LIMS/PIMS Replacement P11 Storm Water Billing P12 PC Replacement R2 P13 Sprint to Verizon Mobile Phone Migration P14 Invoice Cloud, IVR & ACD P15 IT Security P16 DWSD-R Standup P17 DWSD-R Transition Tentative date 15 15

17 Metrics

18 Metrics People o Training / Certification Status o Employee Satisfaction / Turnover Project Management Measures o Time & Money o Business Value Service Delivery Measures o Availability o System Performance o Customer Satisfaction 17 17

19 Next Steps People o Continue Future State Transition & Stabilize o Talent Acquisition Process o IT Controls & Risk Management o Selective Sourcing Practices Technology o ERP, WAM and Mobile o GIS and ECM 18 18

20 / DWSD-R Information Technology Transition Plan 19

21 Situation Information Technology is a critical component of DWSD today and is integrated into almost every aspect of operations and not easily separated. and DWSD-R both have immediate, medium-term and long-term IT needs. Many of the IT recommendations depend on final business direction

22 IT Environment is not completely ready for bifurcation and needs 5 years to transition. Why 5 years? IT strategy was to extend technology across business. The current state of enterprise data intelligence is poor. Many common systems to stabilize in next 24 mos. Need to develop basic IT infrastructures and plans for migrating systems between City and. Both ITS organizations are in the midst of major organizational transformations. The utilities, together, need to continue to deliver the best water in the region, remain in compliance at all times and continue to improve service delivery

23 Strategy Leverage common systems where mutually beneficial for next several years (GIS & WAM for example) Leverage existing infrastructure and facilities for ongoing operations while establishing separate and distinct technical infrastructures for and DWSD-R. Identify opportunities where technology and business alignment and readiness intersect 22 22

24 Systems Roadmaps Drafted 23

25 Startup Services - Roadmap Component Org. Solution Notes Websites DWSD-R DWSD.org to move to Detroitmi.gov Not started. If DWSD-R stays on DWSD.org, need 12-mo Transition Agreement (TA-12).org to be running Site is up, no TA needed DWSD-R DWSD-R to move to City s GroupWise Not started. If DWSD-R stays on Zimbra, need 12-mo Transition Agreement (TA-12) to move to Office 365 No TA needed Phones, FAX DWSD-R DWSD-R to use phone services until network moves, then migrate to City VoIP system Need 60-month Transition Agreement (TA-60) to maintain FS-6000 system No TA needed Computers, Laptops, Tablets Printers, Print Services DWSD-R DWSD-R to use provided equipment until transferred at a later date or replaced. No changes No TA needed DWSD-R DWSD-R to use provided equipment until transferred at a later date or replaced Need 60-month Transition Agreement (TA-60) Need 60 -month Transition Agreement (TA-60) No changes No TA needed 24

26 Startup Services - Roadmap Component Org. Solution Notes Data Centers DWSD-R will operate until services are transitioned to City N/A No TA needed Network DWSD-R DWSD-R to move to City s WAN/LAN after AT&T upgrades Storage No changes No TA needed DWSD-R DWSD-R to move to City s SAN/Backup with systems replacements Need 60-month Transition Agreement (TA-60). Need 60-month Transition Agreement (TA-60). Need 60-month Transition Agreement (TA-60). No changes No TA needed 800Mhz Radio DWSD-R Move to City ASAP Need 12-month Transition Agreement (TA-12) Itron & 900Mhz Radios Move to MPSCS No TA needed DWSD-R (Itron) (900Mhz) will operate until services are transitioned to City Stays with Need 60-month Transition Agreement (TA-60). No TA needed 25

27 Shared Services - Roadmap Component System Datacenter Plan Current State: July 15 Future State 1: July 16 Future State 5: July 20 As systems transfer DWSD-R DWSD-R DWSD-R City Servers As systems transfer City Network As facilities move to city City Storage As systems transfer City Disaster Recovery City Telephone As facilities move to city City 26

28 IT Effort - First 6 Months (7/1 12/31) identity o Office365 implementation o Automated phone attendant & directory o Website optimized for search and social media o Extranet improvements including mobile Stabilize shared infrastructure and systems o WAM, GIS and Fusion o Network upgrade o Datacenter upgrades Standup key systems o HRIS, Timekeeping and Payroll o GeoWorx Sync, Map and Mobile 27 27

29 Transition IT Architecture 28 28

30 / DWSD R APPLICATIONS ARCHITECTURE JULY

31 APPLICATIONS ARCHITECTURE JULY

32 APPLICATIONS ARCHITECTURE JULY

33 Questions Thank You! 32 32

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