Passion for Improving Performance Information Technology Master Plan Update: GGAF Subcommittee February 8, 2010 Information Technology Master Plan Update: Agenda Background City s Vision Master Plan Assessment Approach Findings Recommendations 2 12/12/01 11/4
Information Technology Master Plan Background What is an Information Technology Master Plan? Defines how information technology is to be used across the organization in the future. Describes how information technology will support the City of Georgetown s mission, objectives and initiatives - alignment. Determines and documents the degree of change required technology, staffing, skills and processes. Measures gap between current capabilities and desired future vision. Lays out the strategic directions that must be pursued to close the gap. Identifies potential solutions. Projects long-term funding and resource requirements. 3 Information Technology Master Plan Background A Systematic Approach 4 12/12/01 21/4
Information Technology Master Plan Background August 25, 2009, the City Council approved a contract with Westin Engineering to develop the City s first Technology Master Plan. Work began in September, 2009. Used the City s 2030 Comprehensive Plan as a guide to develop the IT Master Plan. High level of responsiveness to its citizens by exercising visionary leadership in planning for the future. 5 City Vision for Information Technology The City of Georgetown will be a model for utilizing information technology to support the City s business processes, deliver services to its citizens, and empower its customers to interact t with various departments through a single Portal to facilitate one-stop services by: Providing inter-organization automated business processes to meet internal needs; Providing an enterprise-wide IT support organization to identify new technology needs and requirements throughout the City; Providing solutions that t support enterprise information integration ti and compatibility with existing and planned technology; and Providing a single point of access integrated with various systems giving every user the information they require. 6 12/12/01 31/4
Linking City s Strategic Themes with Desired Results Strategic Themes A model City Exceptional service to citizens Empower customers Efficiency and service quality Shaping our future Desired Outcomes Increased customer service & satisfaction Best Practices for processes, services, and technology Integrated systems Reduced operational costs Greater efficiencies/ improved productivity Consistent approach to how we do business 7 Business Application Master Plan: Assessment Approach Business needs assessment based upon: Municipality s i best practices City of Georgetown s strategic business objectives Assessment dimensions People/Organization Processes Software applications Project Management Assessment Phase Strategy Formulation Phase Program Definition Phase Workgroup meetings held with cross-functional teams throughout the City Master Plan Presentation Phase 8 12/12/01 41/4
Assessment Findings: Notable Accomplishments The Planning Department - Well structured city-wide Geographic Information System (GIS) to support modeling and connectivity for outage management. The Systems Engineering Department - Departmental document management system. The system is used by the Utility Systems Division, Facilities Construction and Maintenance, and the Streets Department. The City Management Department Muni Agenda, used by all City Departments to submit City Council agenda items to the City Secretary, using this system, which compiles and publishes the agendas. IT Department - Server Virtualization Project, an ongoing effort consolidates servers, thus reducing the City s investment without impacting user performance or reliability. 9 Assessment Findings: Notable Opportunities The City s IT Department did not include many services required to provide cross-functional business solutions. The City Departments were implementing systems independently resulting in silos of processes, technology, and data. Until the City s IT Steering Committee was initiated in late 2008, there was very limited City-wide coordination of technology expenditures and direction. Users of most City applications cannot access data or services from other City operational applications, resulting in considerable manual activities, redundant entry and storage of information. 10 12/12/01 51/4
Assessment Findings: Notable Opportunities A number of departments have similar business needs, which can be addressed by enterprise solutions (as opposed to separate departmental applications). In its current configuration, the City s InCode application suite used for finance, customer information, and other operational areas is not capable of supporting the City s future needs. The City s Geographic Information Systems (GIS) program can be leveraged to spatially enable a number of other key enterprise and departmental systems. The City does not have the technology to treat its data as an enterprise asset. The City s technology disaster recovery and business continuity procedures are incomplete. 11 Assessment Findings: Notable Opportunities Services Typically Provided by IT Departments Information Technology Governance Information Technology Processes Planning and Organization Acquisition & Implementation Delivery and Support Monitoring Define Strategic IT Plan Define the Information Architecture Determine Technological Define the IT Organization and Relationships Manage the IT Investment Communicate Management Aims and Manage Human Resources Ensure Compliance with External Requirements Assess Risks Define & Manage Projects Manage Quality Consult on Business Process & Improvements Compile Requirements Identify Automated Solutions Application Software Technology Infrastructure Install & Configure Systems and Test & Validate Solutions Manage Changes Procedures System and Solution Documentation Define and Manage Service Levels Manage Third-Party Services Manage Performance and Capacity Ensure Continuous Service Ensure Systems Security Identify and Allocate Costs Educate and Train Users Assist and Advise Users Manage the Configuration Manage Problems and Incidents Manage Data Manage Facilities Manage Operations Monitor the Processes Assess Internal Control Adequacy Obtain Independent Assurance 12/12/01 61/4
Assessment Findings: Notable Opportunities Services Typically Provided by IT Departments Solutions Through Technology Information Technology Governance Information Technology Processes Planning and Organization Acquisition & Implementation Delivery and Support Monitoring Define Strategic IT Plan Define the Information Architecture Determine Technological Define the IT Organization and Relationships Manage the IT Investment Communicate Management Aims and Manage Human Resources Ensure Compliance with External Requirements Assess Risks Define & Manage Projects Manage Quality Consult on Business Process & Improvements Compile Requirements Identify Automated Solutions Application Software Technology Infrastructure Install & Configure Test & Validate Solutions Manage Changes Procedures System and Solution Documentation Define and Manage Service Levels Manage Third-Party Services Manage Performance and Capacity Ensure Continuous Service Ensure Systems Security Identify and Allocate Costs Educate and Train Users Assist and Advise Users Manage the Configuration Manage Problems and Incidents Manage Data Manage Facilities Manage Operations Monitor the Processes Assess Internal Control Adequacy Obtain Independent Assurance Assessment Findings: Notable Opportunities Services Primarily Provided Outside City IT Department Information Technology Governance Information Technology Processes Planning and Organization Acquisition & Implementation Delivery and Support Monitoring Define Strategic IT Plan Define the Information Architecture Determine Technological Define the IT Organization and Relationships Manage the IT Investment Communicate Management Aims and Manage Human Resources Ensure Compliance with External Requirements Assess Risks Define & Manage Projects Manage Quality Consult on Business Process & Improvements Compile Requirements Identify Automated Solutions Application Software Technology Infrastructure Install & Configure Test & Validate Solutions Manage Changes Procedures System and Solution Documentation Define and Manage Service Levels Manage Third-Party Services Manage Performance and Capacity Ensure Continuous Service Ensure Systems Security Identify and Allocate Costs Educate and Train Users Assist and Advise Users Manage the Configuration Manage Problems and Incidents Manage Data Manage Facilities Manage Operations Monitor the Processes Assess Internal Control Adequacy Obtain Independent Assurance 12/12/01 71/4
Assessment Findings: Notable Opportunities Gaps in Services Solutions Through Technology Information Technology Governance Information Technology Processes Planning and Organization Acquisition & Implementation Delivery and Support Monitoring Define Strategic IT Plan Define the Information Architecture Determine Technological Define the IT Organization and Relationships Manage the IT Investment Communicate Management Aims and Manage Human Resources Ensure Compliance with External Requirements Assess Risks Define & Manage Projects Manage Quality Consult on Business Process & Improvements Compile Requirements Identify Automated Solutions Application Software Technology Infrastructure Install & Configure Test & Validate Solutions Manage Changes Procedures System and Solution Documentation Define and Manage Service Levels Manage Third-Party Services Manage Performance and Capacity Ensure Continuous Service Ensure Systems Security Identify and Allocate Costs Educate and Train Users Assist and Advise Users Manage the Configuration Manage Problems and Incidents Manage Data Manage Facilities Manage Operations Monitor the Processes Assess Internal Control Adequacy Obtain Independent Assurance IT Master Plan Recommendations Organization and People Projects Establish roles and responsibilities for the City s IT Steering Committee to make technology decisions and policies. Establish a technology improvement program management framework for successfully implementing the organizational, technology, and applications projects recommended in the IT Master Plan. Implement a new IT Department staffing model, roles, responsibilities, skills, and training i to meet the City s future technology requirements. Develop a new support model of other City Departments technology projects. 16 12/12/01 81/4
IT Master Plan Recommendations Technology Projects Migrate the City s networking infrastructure re from the current Novell network to a network managed using Microsoft s Active Directory. Develop an Enterprise Data Architecture to minimize data redundancy, facilitate application integrations, and enable staff to obtain required data from a single source. Standardize desktop configurations to increase reliability, improve help desk effectiveness, and assure software license compliance. Implement a Technology Disaster Recovery plan. Design and implement a City-wide information portal strategy to establish a single point of contact for the citizens. Evaluate a business case for replacing Lotus Notes system. 17 IT Master Plan Recommendations Projects Customer Information System, Advanced Metering Infrastructure, and Public Safety Computer Aided Dispatch and Records Management System - Committed prior to the IT Master Plan. Implement an integrated suite of Financial Accounting applications. Implement an Enterprise Asset Management System for use by Water Services, Electric Transmission and Distribution, Streets, Parks, and Facilities Construction and Maintenance. Implement an integrated suite of Human Resources applications. Implement an Electronic Document Management System technology and provide support to the City-wide Records Management program. 18 12/12/01 91/4
IT Master Plan Recommendations Projects Implement a Master Address Validation to validate all situs address entries in multiple City applications against the City s master address list. Integrate GIS to spatially enable several of the City s technology systems. Implement an Electric Work Management System to provide Electric Services. Implement an integrated Land Development Management System that tracks the entire land development process. Implement an enterprise Performance Measurement System to report City-wide performance objectives. 19 Departmental Approach: Separate Processes, & Data City Hall Public Safety Comm Svcs Comm Dev t F&A Utilities City Council 12/12/01 101/4
Enterprise Approach: Integrated Processes, & Data Solutions Through Technology City Hall Public Safety Comm Svcs Comm Dev t F&A Utilities City Council Asset Management /Performance Management Customer Service Dispatching & Routing Plan, Design, & Construct t New Facilities Integrated & Data Passion for Improving Performance Questions? Michael Moosavi 704 930 6593 Michael Moosavi, 704.930.6593 michael.moosavi@we-inc.com 12/12/01 111/4