Information Technology Strategic Plan Delivers solutions that are planned, anticipate the future and valued by customers Introduction Our Information Technology Strategy supports the Corporate Plan by placing customers front of mind and contributing to liveable cities. Under the three strategic mindsets of customer focus, business excellence and forward thinking, we will deliver IT solutions that are planned, anticipate the future and are valued by customers. Challenges and opportunities The plan charts a course to leverage innovative and cost-effective IT solutions as a key enabler of customer value across Sydney Water. To meet customer and stakeholder expectations on both price and service, we must operate as efficiently as possible. We will foster innovation and be ready to embrace change. To attain competitive advantage we need systems that are valued, easy to use, reliable and secure. We will leverage the information within our systems to be proactive and make decisions that improve customer value. Targets By 2018 we will be able to demonstrate: a 25% improvement in customer value 100% of information assets quantified and categorised 100% of IT systems life cycle and roadmaps documented. We will revise the IT Strategic Plan annually to measure our success and refine the direction as required.
Message from the Chief Information Officer The use of Information Technology to deliver valued water solutions to our customers plays a critical role in Sydney Water. Continual innovation within the IT industry compels us to plan for and anticipate the future so that our systems remain as secure, easy to use and sustainable as possible. While we have made good progress over recent years moving many of our IT systems towards cloud style services we can, and need to do more. We intend to unlock capacity to deliver customer focused and valued solutions by leveraging information technology and our strategic initiatives in the areas of business excellence and forward thinking. Forward thinking We will publish a 4+4 year roadmap of our IT systems and services that identifies critical assets and opportunities to improve customer value. We will leverage emerging technologies to deliver capability at the right time. We will challenge the traditional life cycle of IT infrastructure through integration and reuse so that we maximise asset longevity. Our strategy supports hybrid systems and cloud style services that are agile and sustainable. Business excellence We will quantify and categorise all information sources so that the value of the information is recognised. We intend to move beyond the traditional paradigm of Knowledge Management towards delivery of tailored information to the right people at the right time. The management of information as an asset will enable us to remain commercially competitive by allowing us to predict and act. Our integration strategy will enable information to be managed as an asset and reused. By leveraging our strategies in forward thinking and business excellence we will unlock capacity that can be redirected towards valued customer solutions. Customer focus We will deliver valued IT solutions and services that our customers require. Our solutions will be easy to use, accessible, reliable and secure. They will support mobility, access to information and enhance opportunities to collaborate. Our success will be measured through customer engagement and feedback.. Focus for 2013 2014 In 2013/14 we will deliver the planned program of works along with five key initiatives that will enable the delivery of the four year IT strategic plan. Our success will support the corporate plan while leveraging the other enabling stream of Performance and Culture. The five key enablement initiatives are: Trusted partners and shared outcomes Simplify engagement across Divisions Streamline IT Processes and Tools Plan for and anticipate the future We re collaborative, proactive, capable & engaged The following pages outline: Our five enablement key initiatives for 2013/14 Our program of works for 2013/14 Our five year strategic goals I look forward to working with you to realise the benefits of the Sydney Water IT strategic plan. Stephen Wilson
Vision > Delivers solutions that are planned, anticipate the future and deliver customer value Mission > Sydney Water puts customers front of mind and contributes to liveable cities Customer focus Business excellence Forward thinking Strategic objectives > We leverage Information Technology to deliver customer value We collaborate as a trusted co-owner to understand our customer s needs and develop valued IT solutions We focus on delivering solutions which are secure, easy to use, reliable and sustainable We are responsive and easy to deal with We do what we say We manage information assets to underpin business decisions & attain competitive advantage We deliver customer value with prudent investment directly linked to organisational priorities enhancing outcomes We use information systems to predict and act We are commercially competitive as evidenced through benchmarking We leverage the expertise of others We plan for and anticipate the future We have a clear 4+4 year IT capability plan Our architecture enables the integration of future technology We collaborate with IT partners to harness innovation and convert it into sustainable outcomes Customer survey - 25% improvement over baseline 100% of information assets are quantified and categorised 100% of IT systems lifecycle managed 2017 targets > Performance Culture We re collaborative, proactive, capable and engaged Enablers > Systems deliver customer value Customer survey - 25% improvement over baseline Information, Systems and Processes Managed Information Assets 100% of information assets are quantified and categorised Roadmaps supporting business needs 100% of IT systems lifecycle managed 3
Technology capability targets 2013 14 to 2016 17 By 2017, we will become a leader within the utilities sector in the use of mobility applications and solutions. Mobility We will leverage our proficiency in delivering mobile applications to develop and deploy a range of new and innovative solutions. These new solutions will leverage industry partnerships and our Integration, Identity, Security and Information strategic directions. Our mobility solutions will enable our customers, partners and staff to collaborate and access or create information anywhere, at anytime. By 2017, most of our systems will be operating as internally or externally hosted cloud based services. In 2014, we will publish cloud utilisation standards and overlay our existing systems to measure their cloud readiness and inform their roadmaps. Cloud We will leverage the most appropriate cloud offerings (private, public or hosted) based on a quantifiable process and decision frameworks. Our cloud utilisation standards will be underpinned by our enhanced Integration strategy and security. Integration By 2017, our integration platform will enable information and transactions to be exchanged in real time between systems that are cloud enabled and hosted in the most appropriate location. In 2014, we will publish integration standards for third party connections to our systems to facilitate externally hosted cloud solutions. Identity & security Sydney Water will continue to enhance its Identity Management and Security systems to enable tailored information to be presented to the right people at the right time. By 2017, we will know the value of all information assets and drive competitive advantage by leveraging these sources to predict and act. Information We will achieve this by focusing on selecting products and services that demonstrate our corporate strategic objectives while rebalancing our applications portfolio to maximise competitive advantage. Our other strategic focus areas will enable information assets to be maintained efficiently with improved access, collaboration and automation.
Technology capability map by year 2013 14 2014 15 2015 16 2016 17 Mobility Deliver a range of mobile applications to both internal and external customers Deliver a range of new or enhanced end user computing models Develop enterprise mobility and Bring your own device strategy Deliver a range of role-based mobile applications supporting business processes Deliver a range of business applications which leverage business process management concepts, service oriented architecture and mobility Deploy smart mobile computing devices and mobile business solutions to a mobile workforce Deploy a range of mobile applications that leverage enhanced Geographic Information Services and location-based services. Enhance Mobile Strategy to include pervasive connectivity, integrated collaboration suites and workforce convergence Deploy business solutions to further enhance pervasive mobile computing services, workforce convergence and collaboration networks Cloud Deliver a web enabled document creation and collaboration suite Develop and publish a Cloud utilisation policy Develop enterprise sourcing and vendor management process Commercialise offerings through negotiations with service providers Deliver a range of applications by leveraging cloud technologies. Commence assurance and compliance of cloud and outsourcing service providers Assess and rationalise cloud and outsourcing suppliers Deliver infrastructures and platforms by leveraging appropriate cloud technologies. Explore services computing opportunities and vertical business process as a service Investigate applicability of big data business opportunities Implement applicable Business Process Outsourcing initiative Integration Deliver enhanced service oriented architecture to prepare to deploy new services to customers Enhance our Enterprise Service Oriented Architecture Strategy Develop and publish integration standards for third parties to connect to our systems. Develop enhanced business process management service oriented architecture and master data management architecture Re-factor legacy systems which do not natively integrate Investigate applicability of web-oriented architecture and event-driven architecture Optimise value through adaptable business processes based on service oriented architecture, master data management and business process management Enhance business services leveraging applicable process enhancement services Identity & security Develop an IT Security Strategy, Architecture and Strategic Roadmap Develop security policies, standards and procedures enabling third party access. Enhance information security capabilities by countering cyber threats. Enhance the identity and access management systems to include organisational, role and location information. Incorporate external partners into the identity and access management system Develop an IT Security Strategy, Architecture and Strategic Roadmap to address new threats such as corporate crowdsourcing, geospatial and location based services, information mashups and cloud Incorporate customers into identity and access management system Enhance risk and compliance management covering big data and future contracting partners Information Establish a consolidated information governance model. Establish and implement an information management framework. Develop a Geographic Information System strategy Leverage business intelligence capability to deliver executive dashboards & managers portal Identify authoritative information sources and commence rationalisation. Commence delivery of enterprise data quality and data governance best practices Review business intelligence capability to deliver analytics, enhanced usability, role base content. Enhanced leverage of extract transport & load to deliver data quality matrix on key information assets Leverage service oriented architecture integration to discourage nonauthoritative information repositories. Deliver an enhanced GIS service. Enhance Information Management Strategy to leverage value co-creation, information mashup, and corporate wiki Improve BI capability to deliver mobile BI applications, GIS integration and predictive analysis solutions Develop the Big Data Strategy and architecture Master data management in use across Sydney Water