Information Technology Strategic Plan IT Strategic Plan Benefits Establishes strategic IT goals, assures corporate alignment Benefits of executive/it engagement in plan development Sets an agreed vision for the future, supports consistency in actions to progress toward goals Helps develop a sense of mission, supporting collaboration and teamwork goals Focal point for cross IT communication Approved in May by the Information Technology Steering Committee and Citizens Executive Leadership Team (reference Tab 1c IT Strategic Plan) Aligned with Citizens Enterprise Strategic Plan There are 11 Strategic Areas (reference Tab 1a Plan Foundations & Strategy Areas) Active Plan (reference Tab 1b Plan in Action) Specific Objectives Within Each Area On going Monitoring and Status of Plan Will Be Modified as Required On Going Oversight of the IT Steering Committee 1
Subtab (1a) Foundations & Strategy Plan
Plan Foundations and Strategy Areas Strategy Areas Governance of IT Risk & Security Enterprise Architecture Support for End User Computing Operational Excellence Multi Sourcing Finance & Administration Technology Enterprise Business Systems Human Resources Customer Service Focus & Communication Excellence Foundations Synchonization with Business Goals & Priorities High Value to Cost Agility and Speed in Service Delivery Governance/Risk/Control Opportunistic but Cautious View of Emerging Technologies Continuous Improvement Customer Service Focus 3
Subtab (1b) IT Strategic Plan in Action
IT Strategic Plan in Action April 2015
IT Strategies In Support of Citizens Goals Corporate Goals Enterprise Strategic Plan Revised June 2014 Information Technology Strategies IT Strategic Plan, Revised December 2014 Operate as an efficient residual market Ensure a strong financial operating environment Operate a streamlined, scalable and customer focused organization Protect the public interest and maintain the integrity of the corporation IT Strategies in Support of Corporate Goals: Governance of IT Risk and Security Enterprise Architecture Support for End-User Computing Operational Excellence Multi-Sourcing Finance and Administration Technology Enterprise Business Systems Human Resources Customer Service Focus and Communication Excellence Page 6
IT Strategies Plan In Action IT Strategy Governance of IT IT governance is an integral part of corporate governance and assures that optimal value is obtained from IT resources. Governance sets decision authority and accountability frameworks for strategies, operations control, and investment decisions. This strategy sets plans for ongoing assurance of effective governance components including processes, committee structures and charters. IT Plan In Action Review and Revise Committee Charters on an Annual Basis: Enterprise Information Management (EIM) Committee Information Technology Project Portfolio Oversight Committee (IT PPOC) Architecture Review Committee (ARC) Information Technology Steering Committee (ITSC) Information Technology Governance Committee (ITGC) Information Technology Steering Committee (ISAC) Board Level Committee Under the direction of the Office of Internal Audit, implement formal control framework. (Cobit 5). Page 7
IT Strategies Plan In Action IT Strategy Risk and Security Management of risk is critical to all IT functions, and indeed all enterprise functions. Risks are identified as part of project activities and ongoing operations and must be appropriately evaluated and managed to resolution. IT risk and security must be integrally coordinated with enterprise risk and security programs and initiatives. A critical responsibility is to ensure that information assets and IT assets, are well-protected in accordance with policy. Information must be made available to authorized and only authorized individuals. IT Plan In Action Update the Information Technology Security Strategy Develop and Implement an IT Security Program Revise and Implement Information Security Policies Completion of a revised disaster recovery strategy to meet the needs of data protection and availability. Timely Review and Closure of Open Audit Items Enterprise-Level Security Program to Address Access and Identity Management Page 8
IT Strategies Plan In Action IT Strategy IT Plan In Action Enterprise Architecture The Enterprise IT Architecture function, having deep understanding of business processes, and in collaboration with IT and business units, must establish the future vision for optimally integrated business systems. Enterprise Architecture sets standards for software, tools, and integration methods that consistently build toward the envisioned future. Architecture road maps identify primary dependencies and a project progression paths that builds to the envisioned future. Implement a standard set of Enterprise architecture tools Develop and revise the Citizens systems and technology architecture and roadmaps for Information Technology systems, resource planning and data warehouse/reporting analytics. Establish Enterprise Architecture policies, procedures and principles for ongoing adherence to Citizen's established best practices and maturing of the architectural function for mobile platforms and applications Develop the Integration Center of Competency for consistency in systems architecture Page 9
IT Strategies Plan In Action IT Strategy IT Plan In Action Support for End-User Computing End User Community Workgroup (s) In collaboration with business partner areas, we will evaluate company direction, policies, and IT support requirements in the area of end-user computing. In the area of information analysis and reporting, wellcontrolled technical environments, basic documentation, and training resources are required to support end-user productivity and to minimize risks. Establish end user workgroups that will collaborate with Information Technology for implementation of effective support strategies. Page 10
IT Strategies Plan In Action IT Strategy IT Plan In Action Operational Excellence Operational and service excellence is at the foundation of high-performance IT. Enterprise business operations depends on effective IT operations. It is critical that we apply a resolute emphasis on continuous improvement following standard development and support lifecycles to provide excellent service while seeking every opportunity to lower cost of service delivery. Continuous Monitoring and Improvement of Citizens Systems Development Life Cycle (SDLC). Improve Departmental measures and process frameworks for service level agreements, performance assurance, security and financials Ensure on-going catastrophe readiness assurance Improve electronic records management retention policies consistent with Corporate retention management policies Page 11
IT Strategies Plan In Action IT Strategy IT Plan In Action Multi-Sourcing To support goals associated with responsiveness to business needs, cost containment, and risk management. IT will set plans for sourcing of resources required to deliver IT services of various types. In the area of skilled IT staff, shortages of skilled professionals is a primary driver of this strategy. We seek to optimize the balance of full-time employees, vendor-provided services, and contingent workers. Assessment of requirements and associated resource plans for Citizens Insurance Suite Enhancements and Version Upgrades, Long Term Data Center Facility, and IT operational strategies Generate external service and software development acquisition processes and procedures Establish Architecture Review Committee policies and procedures to leverage Software-as-a-Service (SaaS) solutions for business and IT systems/processes Plan to leverage additional cloud computing services Page 12
IT Strategies Plan In Action IT Strategy IT Plan In Action Finance and Administration The business of IT requires strong management of financial and administrative functions. In alignment with corporate financial and administrative areas, we must assure highly efficiency administrative processes. Our planning and budgeting processes must be effectively integrated with enterprise planning. We must be in compliance with procurement policy. Financial management and analysis is fundamental to a well-controlled Information Technology. Ensure consistent IT budget & variance management as well as transparency and accountability for costs of IT Ensure compliant, and effective Information Technology acquisition and contract management processes. Improve technology and software license management capabilities Ongoing refinement of business unit chargeback (internal allocation) of costs for IT Services Page 13
IT Strategies Plan In Action IT Strategy Technology A reliable and cost-effective technology infrastructure is a prerequisite for operational excellence and effective service delivery. Our application systems and services cannot possibly be more reliable than the infrastructure in which they operate. Technology assets include hardware, systems software, telephony, and telecommunications. Our systems must be scalable to meet processing demands associated with CAT events and rapidgrowth scenarios. Infrastructure has to be cost-effectively managed for availability and reliability of systems. Management of data center facilities and disaster recovery plans are primary components of infrastructure. IT Plan In Action Complete server and desktop virtualization projects Virtual infrastructure consolidations Perform telecommunications system lifecycle replacement initiatives for interactive voice response and telecommunications platforms (phone system) Implement desktop and mobile programs for desktop and laptop virtualization Configuration management initiatives Legacy systems retirement strategy Cloud strategy Page 14
IT Strategies Plan In Action IT Strategy IT Plan In Action Enterprise Business Systems Enterprise business systems are comprised of all systems and components that collectively are required to support business processes. These systems include custombuilt applications, commercial off-the-shelf software (COTS), and systems-as-a-service (SaaS) sourced from external service providers. Enterprise systems, by virtue of their critical importance, require ongoing enterprise-level planning for features, capability, and optimal integration for the benefit of the whole. Implement the following Enterprise Projects: Property Insurance Clearinghouse Citizens Insurance Suite Enhancements Internal & External Website Replacement Producer Management Platform Integrated Enterprise Resource Planning (ERP) Solution Page 15
IT Strategies Plan In Action IT Strategy IT Plan In Action Human Resources A skilled, experienced, productive, and wellmanaged workforce is the absolute foundation of IT service delivery. In collaboration with Citizens Human Resources, we must set effective plans to attract, retain, and develop employees. Leadership development, management training, and succession planning are top priorities. We will lead, enable and empower our employees with a goal of a fully-engaged workforce. Collaborate with Human Resources to establish and improve: Recruitment of qualified candidates Focus on retention of employees Succession planning Managerial planning and training Skills development and training Leadership development Implementation of training an development plans Conduct ongoing review of optimal organizational structures Align the optimization of human resources with the multi-sourcing strategy and resource cost management strategies Page 16
IT Strategies Plan In Action IT Strategy IT Plan In Action Customer Service Focus and Communication Excellence Customer service focus and communication excellence is fundamental to success in all areas and supports connecting with business partner areas and internally, cross-it, to optimize overall value to Citizens. We must strive for continuous improvement by objectively evaluating our communication and customer service performance while setting plans for staff training and skills development. Strive for high customer satisfaction by creating a culture of exceptional effort to be helpful and appropriately pleasant; promoting a professional and valuable customer experience, providing value to the organization via efficient and effective product and service delivery. Build and support an engaged IT workforce by developing and maintaining relationships through collaboration and communication and the alignment of common goals. Page 17
Enterprise Business Systems (General Strategy) Over recent years our strategic focus has been on Claims, Policy Management, Billing, and related systems (Core systems). We are now well-positioned for the future in these areas and will continue to evolve for improvement. With now-approved plans, in 2015 we will embark on the selection and implementation of a new generation of administrative, human resources, and financial systems, collectvely called Integrated Enterprise Resource Planning (ERP) Solutions. In addition, key 2015 strategic initiatives include agency management and strategic improvements in systems and technologies that provide support for effective customer interface. These three major initiatives, collectively, constitute the general strategic plan for configurable enterprise systems over the period of of this strategic plan. Current (2012-2014) Strategic Initiative Planned (2015-2017) Strategic Initiative Operations Infrastructure Architecture IT Risk and Security Enterprise Resource Planning (ERP) (Administration, Human Resources & Financials) Information Insurance Ops Core Systems Integration Agency Management & Customer-Facing Systems Development Content Management EIM Governance Page 18
Subtab (1c) IT Strategic Plan 19
Information Technology Strategic Plan Approved April 2015 Strategic Plan Document Portal
Information Technology Strategic Plan CIO s Message I m pleased to present the updated Information Technology (IT) strategic plan. This plan is a key component of enterprise plans and as such is coordinated with and guided by Citizens Enterprise Strategic Plan Updated June 2014, which is included in the appendices to this document. Our IT strategies and plans presented long-term priorities where goal achievement across broad areas of business systems, technology, human resources, and IT governance will holistically assure effective delivery of systems and services required for Citizens success. Over recent years Citizens has made great progress in replacement of our core insurance operations systems (policy management, billing, claims and associated systems). This multi-year program set much of the foundation for the IT strategic plan but is just one key part of overall IT strategies. Building on the success of the Core Program (Citizens Insurance Suite), in years ahead we will shift strategic focus to other business systems areas while we diligently work for performance improvement and management of IT risks across all areas of IT. A key benefit of a formal strategic plan is that it provides a vision that helps assure that leadership and managerial actions consistently support progress toward the desired future. Accordingly we will use the plan as a framework for guidance in all planning activities. The plan will also provide a focal point for ongoing communication with IT employees as we collaboratively achieve goals. Thank you to all IT staff who contributed to the development of this plan. A special thanks goes to all IT employees whose knowledge, skills, and commitment are the foundation of delivering high-value IT systems and services. Curt Overpeck Chief Information Officer Citizens Property Insurance Corporation 21
Table of Contents Summary Information Technology Strategic Plan Plan Summary - Introduction IT Mission and Vision Aligned In Support of Citizens Mission and Vision Information Technology Principles IT Strategies in Support of Citizens Goals IT Strategies Summary Descriptions Governance of IT Risk and Security Enterprise Architecture Support for End-User Computing Operational Excellence Multi-Sourcing Finance and Administration Technology Enterprise Business Systems Human Resources Customer Service Focus and Communication Excellence Enterprise Business Systems (General Strategy) Appendices Revised June 2014 Enterprise Strategic Plan Cloud Computing Strategy Content Management Strategy (under development) Data Center Strategy Disaster Recovery Strategy (under development) Enterprise Architecture Program Principles Information Technology Security Strategy (under development) 22
Information Technology Strategic Plan Plan Introduction - Foundations General Performance Goals Framework of the Strategic Plan The strategic plan is built on general performance goals that provide perspective and a fundamental approach for IT planning, project execution, and service delivery: Synchronization with Business Goals and Priorities Beyond alignment with company goals, synchronization emphasizes the modern-day reality that technology capabilities are critical to company goal-setting success. Business goals and objectives should be influenced by technology thought leadership. High Value-to-Cost IT expense and investment must be managed to assure best value to the business. High value requires that we seek to: Consolidate Business Systems and Infrastructure (As few as possible things to support) Re-Use System Components (Eliminate redundant work and duplication of system components) Standardize (Simplification. Minimizing cross-technology-type investment. Limiting required technical skill sets) Apply Pareto-Based Analysis to Investment and Project Decisions (Best bang for the buck ) Agility and Speed in Service Delivery We must be flexible and adapt to change. IT solutions must be scalable. Speed-to-delivery is critically important. 23
Information Technology Strategic Plan Plan Introduction - Foundations General Performance Goals Framework of the Strategic Plan (Continued) Governance/Risk/Control Governance of IT must be an integral part of overall corporate governance. IT plans must be risk-balanced. We must protect company information and IT assets. Opportunistic but Cautious View of Emerging Technologies Technology is changing at an ever-quickening pace. Emerging technology offers many high-potential capabilities which merit consideration. We must be alert to new opportunities but highly aware of associated risks. Continuous Improvement We must always strive to improve in all that we do. Customer Service Focus In our orientation, attitude, and delivery of services we must have a genuine customer service focus. 24
Information Technology Mission and Vision Aligned and In Support Of Citizens Mission and Vision Citizens Vision As a government entity fulfilling a public purpose, Citizens aspires to provide insurance products and services that meet the needs of Florida property owners who are, in good faith, entitled to obtain coverage through the private market but are unable to do so. We strive to reduce the financial burden on all Floridians by being good stewards of the premium funds entrusted to us. In all that we do, we will conduct ourselves with the highest level of ethical behavior. Citizens Mission To efficiently provide property insurance protection in Florida to those who are, in good faith, entitled to obtain coverage through the private market but are unable to do so, while also providing levels of customer service that are comparable to the standards of the private market. Information Technology Vision We strive to provide high-value, service-oriented, risk-managed IT. Our goal is to be agile and responsive, and synchronized with Citizens priority goals and objectives. Information Technology Mission In synchronization with Company goals and objectives: We acquire, develop, integrate, and support business systems We provide the Company s computing and communications infrastructure We deliver services to support Citizens staff productivity We assure effective security and control of assets We lead, innovate, and manage for performance in delivery of cost-effective systems and services 25
Information Technology Principles These principles are consistent with and add clarity to IT Strategies. They are intended to provide practical guidance for actions and decision-making that support strategic goal obtainment. Synchronize with Business-Driven Plans and Priorities Beyond aligning to business plans, we will engage in enterprise planning to offer best IT options and solutions. IT capability has extreme potential for positive impact on business plans. Effectively Governed Information Technology As a key component of enterprise governance, IT governance committees operate with formal charters providing for the review and approval of IT strategies, plans, policies, and investments. Best practices are applied to governance processes and controls to effectively manage risks, priorities, and resource allocations. Align Around Risk and Information Security Management IT risk management is integral with enterprise risk management. At the foundation of all systems and service delivery, we must make risk-balanced decisions to assure systems are available, accessible to only those authorized, and that information is well protected, We must assure protection of all assets, including information as a critically important enterprise asset. 26
Information Technology Principles Leverage Enterprise Architecture We will use formal enterprise technology architecture practices, in collaboration with business units, to establish a future state vision of systems. We will evolve to the future state through adherence to standards, methods, and roadmaps set by well-governed Enterprise Architecture. Assure Transparent and Accountable Information Technology With formal plans, status reports, variance analyses, and relevant performance metrics we will proactively report to executive management. We stand accountable for all we do. Apply a Value-Based Orientation We add value to the enterprise in all we do. We relentlessly strive to drive out inefficiencies of all type. A value-based orientation associated with total cost of ownership is the basis for financial decisions and asset lifecycle management. Implement Scalable IT Solutions Our business requires fast response with systems solutions that can effectively scale-up to meet processing demands associated with CAT events or fast-growth scenarios. Systems must also scale-down to effectively support operating economy during periods when company size or demand for IT services is diminishing. 27
Information Technology Principles Build Systems Only When We Must When systems solutions are required, whether with business systems or operating systems, we will look first to utilize existing strategic assets. Failing viable options to utilize current systems, we will pursue acquisition of systems. We will build systems only when we must. System Hosting: Evaluate External Options (Cloud Options) In selection of systems, or as we have lifecycle opportunity with current systems, we will evaluate options for external hosting (assess cloud options). Systems as a Service (SaaS), or other external hosting options will be assessed and are preferred where there is a good fit with overall cloud strategies, when risks can be well-managed, where integration objectives are supported, and when cost/benefit analysis is favorable. Optimize Human Resources We value individuals, manage them professionally, and are committed to their effective training and development. We believe in the power of teams and the synergistic capability gained through genuine teamwork. We actively manage for best performance of teams. Demonstrate Service Orientation: Responsiveness, Quality, Reliability Providing systems solutions and services with an ingrained desire to serve is a performance imperative. Our customers expect quality and reliability delivered with appropriate responsiveness. 28
IT Strategies in Support of Citizens Goals Corporate Goals Enterprise Strategic Plan Revised June 2014 (reference appendicies) Information Technology Strategies IT Strategic Plan, Revised December 2014 IT Strategies in Support of Corporate Goals: Operate as an efficient residual market Ensure a strong financial operating environment Operate a streamlined, scalable and customer focused organization Protect the public interest and maintain the integrity of the corporation. Governance of IT Risk and Security Enterprise Architecture Support for End-User Computing Operational Excellence Multi-Sourcing Finance and Administration Technology Enterprise Business Systems Human Resources Customer Service Focus and Communication Excellence 29
IT Strategies - Summary Descriptions of eleven strategic goals areas are below. Specific objectives that support goals are provided in the IT strategic plan dashboard. (the dashboard is not included in this document and is available on IT strategic plan portal) Governance of IT IT governance is an integral part of corporate governance and assures that optimal value is obtained from IT resources. Governance sets decision authority and accountability frameworks for strategies, operations control, and investment decisions. This strategy sets plans for ongoing assurance of effective governance components including processes, committee structures and charters. Risk and Security Management of risk is critical to all IT functions, and indeed all enterprise functions. Risks are identified as part of project activities and ongoing operations and must be appropriately evaluated and managed to resolution. IT risk and security must be integrally coordinated with enterprise risk and security programs and initiatives. A critical responsibility is to ensure that information assets and IT assets, are well-protected in accordance with policy. Information must be made available to authorized and only authorized individuals. Enterprise Architecture The Enterprise IT Architecture function, having deep understanding of business processes, and in collaboration with IT and business units, must establish the future vision for optimally integrated business systems. Enterprise Architecture sets standards for software, tools, and integration methods that consistently build toward the envisioned future. Architecture road maps identify primary dependencies and a project progression paths that builds to the envisioned future. Support for End-User Computing In collaboration with business partner areas, we will evaluate company direction, policies, and IT support requirements in the area of end-user computing. In the area of information analysis and reporting, wellcontrolled technical environments, basic documentation, and training resources are required to support enduser productivity and to minimize risks. 30
IT Strategies - Summary Operational Excellence Operational and service excellence is at the foundation of high-performance IT. Enterprise business operations depends on effective IT operations. It is critical that we apply a resolute emphasis on continuous improvement following standard development and support lifecycles to provide excellent service while seeking every opportunity to lower cost of service delivery. Multi-Sourcing To support goals associated with responsiveness to business needs, cost containment, and risk management. IT will set plans for sourcing of resources required to deliver IT services of various types. In the area of skilled IT staff, shortages of skilled professionals is a primary driver of this strategy. We seek to optimize the balance of full-time employees, vendor-provided services, and contingent workers. Finance and Administration The business of IT requires strong management of financial and administrative functions. In alignment with corporate financial and administrative areas, we must assure highly efficiency administrative processes. Our planning and budgeting processes must be effectively integrated with enterprise planning. We must be in compliance with procurement policy. Financial management and analysis is fundamental to a wellcontrolled Information Technology. 31
IT Strategies - Summary Technology A reliable and cost-effective technology infrastructure is a prerequisite for operational excellence and effective service delivery. Our application systems and services cannot possibly be more reliable than the infrastructure in which they operate. Technology assets include hardware, systems software, telephony, and telecommunications. Our systems must be scalable to meet processing demands associated with CAT events and rapid-growth scenarios. Infrastructure has to be cost-effectively managed for availability and reliability of systems. Management of data center facilities and disaster recovery plans are primary components of infrastructure. Enterprise Business Systems Enterprise business systems are comprised of all systems and components that collectively are required to support business processes. These systems include custom-built applications, commercial off-the-shelf software (COTS), and systems-as-a-service (SaaS) sourced from external service providers. Enterprise systems, by virtue of their critical importance, require ongoing enterprise-level planning for features, capability, and optimal integration for the benefit of the whole. Human Resources A skilled, experienced, productive, and well-managed workforce is the absolute foundation of IT service delivery. In collaboration with Citizens Human Resources, we must set effective plans to attract, retain, and develop employees. Leadership development, management training, and succession planning are top priorities. We will lead, enable and empower our employees with a goal of a fully-engaged workforce. 32
IT Strategies - Summary Customer Service Focus and Communication Excellence Customer service focus and communication excellence is fundamental to success in all areas and supports connecting with business partner areas and internally, cross-it, to optimize overall value to Citizens. We must strive for continuous improvement by objectively evaluating our communication and customer service performance while setting plans for staff training and skills development. 33
Enterprise Business Systems (General Strategy) Over recent years our strategic focus has been on Claims, Policy Management, Billing, and related systems (Core systems). We are now well-positioned for the future in these areas and will continue to evolve for improvement. With now-approved plans, in 2015 we will embark on the selection and implementation of a new generation of administrative, human resources, and financial systems, collectvely called Enterprise Resource Planning Systems (ERP). In addition, key 2015 strategic initiatives include agency management services and strategic improvements in systems and technologies that provide support for effective customer interface. These three major initiatives, collectively, constitute the general strategic plan for configurable enterprise systems over the period of this strategic plan. Current (2012-2014) Strategic Initiative Planned (2015-2017) Strategic Initiative Operations Infrastructure Architecture IT Risk and Security Enterprise Resource Planning (ERP) (Administration, Human Resources & Financials) Insurance Ops Core Systems Integration Agency Management & Customer-Facing Systems Content Management EIM Governance Information Development 34
Appendices Enterprise Strategic Plan - Revised June 2014 Cloud Computing Strategy Content Management Strategy (under development) Data Center Strategy Disaster Recovery Strategy (under development) Enterprise Architecture Program Principles Information Technology Security Strategy (under development) 35