Information Technology Master Plan Update: IMTech February 28, 2011

Information Technology Master Plan Update: IMTech February 28, 2011

Information Technology Master Plan Update: Agenda Background City of Georgetown s Vision Technology Transformation Approach Assessment Approach Findings Recommendations 2

Information Technology Master Plan Background 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 Project Management Assessment A Systematic Approach Strategy Formulation Program Definition Master Plan Presentation 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 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 support enterprise information integration 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

Vision of the Future 7

Business Application Master Plan: Assessment Approach Project Management Assessment Strategy Formulation Program Definition Master Plan Presentation Business needs assessment based upon: Municipality s best practices City of Georgetown s strategic business objectives Assessment dimensions People/Organization Processes Software applications Workgroup meetings held with cross-functional teams throughout the City 9

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. 10

Assessment Findings: Notable Opportunities Few cross-functional business solutions. Systems implemented independently. Silos of processes, technology, and data. Limited City-wide coordination of technology expenditures and direction. Users cannot access data or services from other City operational applications, resulting in considerable manual activities, redundant entry and storage of information. 11

Assessment Findings: Notable Opportunities Several departments have similar business needs which can be addressed by enterprise solutions (as opposed to separate departmental applications). City s InCode application suite used for finance, customer information, and other operational areas is not capable of supporting the City s future needs. GIS program can spatially enable other key enterprise and departmental systems. Needs technology leverage data as an enterprise asset. Incomplete technology disaster recovery and business continuity procedures. 12

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 Direction Define the IT Organization and Relationships Manage the IT Investment Communicate Management Aims and Direction 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 Acquire and Maintain Application Software Acquire and Maintain Technology Infrastructure Applications Install & Configure Systems and Applications 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 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 Direction Define the IT Organization and Relationships Manage the IT Investment Communicate Management Aims and Direction 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 Acquire and Maintain Application Software Acquire and Maintain Technology Infrastructure Applications Install & Configure Applications 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 Direction Define the IT Organization and Relationships Manage the IT Investment Communicate Management Aims and Direction 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 Acquire and Maintain Application Software Acquire and Maintain Technology Infrastructure Applications Install & Configure Applications 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 Gaps in Services 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 Direction Define the IT Organization and Relationships Manage the IT Investment Communicate Management Aims and Direction 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 Acquire and Maintain Application Software Acquire and Maintain Technology Infrastructure Applications Install & Configure Applications 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 Establish roles and responsibilities for the City s IT Steering Committee to make technology decisions and policies. Establish program management framework for implementing organizational, technology, and applications projects. Implement IT Department staffing model including roles, responsibilities, skills, and training to meet the City s future technology requirements. Develop a new support model of other City Departments technology projects. Resulting Value Commitment to conduct the program Clear structure for current and future needs Sustainable structure 17

IT Master Plan Recommendations: Technology Migrate from Novell to Microsoft s Active Directory. Develop Enterprise Data Architecture to minimize data redundancy, facilitate integration, and enable staff to obtain required data from a single source. Standardize desktop configurations to increase reliability, improve help desk effectiveness, and ensure 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. Resulting Value Scalability Reliability Lower cost Improve internal service Improve customer service 18

IT Master Plan Recommendations: Applications Customer Information System, Advanced Metering Infrastructure, and Public Safety Computer Aided Dispatch and Records Management System Committed prior to the IT Master Plan. Implement integrated suite of Financial Accounting applications Implement an Enterprise Asset Management System for Water Services, Electric Transmission and Distribution, Streets, Parks, and Facilities Construction and Maintenance. Implement integrated suite of Human Resources applications. Implement an Electronic Document Management System technology and support City-wide Records Management program. Resulting Value Improve customer service Improve management of critical infrastructure Ensure sustainable human resources Improve management of public funds. 19

IT Master Plan Recommendations: Applications Implement Master Address Validation for all site address entries in multiple applications against master address list. Integrate GIS to spatially enable systems. Implement an Electric Work Management System to provide Electric Services. Implement integrated Land Development Management System to track entire land development process. Implement an enterprise Performance Measurement System to report City-wide performance objectives. Resulting Value Consistent information Streamlined processes Ability to monitor and measure key issues 20

Departmental Approach: Separate Processes, Applications & Data City Hall Public Safety Comm Svcs Comm Dev t F&A Utilities City Council

Enterprise Approach: Integrated Processes, Applications & Data 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 New Facilities Integrated Applications & Data

Questions? Michael Moosavi, 704.930.6593 michael.moosavi@we-inc.com