2012-2014-Information Tech Bus Plan

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Information Technology
Business Plan 2012-2014

BUSINESS UNIT NAME

TableofContents
1.0 EXECUTIVESUMMARY.....................................................................................................................1
2.0 ACKNOWLEDGEMENTS....................................................................................................................2
3.0 BUSINESSUNITOVERVIEW..............................................................................................................3
3.1 Mission\Vision\Values.....................................................................................................................4
3.2 OrganizationChart...........................................................................................................................7
3.3 History..............................................................................................................................................8
3.4 Accomplishments.............................................................................................................................9
3.5 InitiativesandMajorCapitalProjectsinProgress.........................................................................11
4.0 ANALYSIS........................................................................................................................................12
4.1 FinancialSummary.........................................................................................................................12
4.2 CoreBusinessandServiceLevels...................................................................................................13
4.3 PerformanceMeasures..................................................................................................................17
4.4 KeyCustomersandStakeholders..................................................................................................17
4.5 CurrentContext.............................................................................................................................18
4.6 SPOTAnalysis.................................................................................................................................20
5.0 STRATEGICINITIATIVES&OPPORTUNITIES...................................................................................23
APPENDICES
HistoryMap
ContextMap
StakeholderMap
OurServicesMap
SpotMatrixMap
CoverStoryVisionMap
FiveBoldStepsMap
GameplanMapLifeCycleManagement
GameplanMapImproveConnectionswithCustomers
GameplanMapEmployeeDevelopment
GameplanMapAccessibleTechnology
GameplanMapProjectManagementProcessImprovement

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1.0 EXECUTIVESUMMARY
TheInformationTechnologyBusinessPlanfor20122014describesthepurposeofourbusiness
unit, the values from which we operate, and the strategies we will use to support the current
and future operations for the Citys business units. As a corporate service department, our
operations are guided by the requirements of the corporation as business units continue to
enhanceoperationsthroughtheuseoftechnology.
In todays environment, business units depend on technology to conduct business. Our

citizens expectations of the services we deliver often include functions that can only be
provided effectively through the use of technology. Additionally, as technology within the
industry continues to change at a rapid pace, our infrastructure must keep pace assuring we
have the capacity to sustain, evolve, and improve the delivery of services. Most importantly,
thetechnologyrequiredtodelivertheseservicesmustfunctionreliablyandsecurelywhenits
needed.
Information Technologys vision is to deliver service excellence through technology solutions

that provide value for business units, the corporation and the community. Our mission is to
fosterandsupportacultureofpublicservicewhereweearnthetrust,respect,andconfidence
ofourcommunitybydeliveringservicesthatfocusonresults,aresupportableintothefuture,
and are accountable financially. Behaviors that demonstrate transparent communication,
accountability,respect,trust,andafocusonimprovementwillbethevaluefoundationtoguide
ourdecisionsandoperations.
ThroughthebusinessplanningexerciseInformationTechnologyreviewedourcurrentcontext,
key customers/stakeholder requirements, and evaluated our opportunities to support our
strengthsandresolveproblems.Throughthisprocessweidentifiedfiveboldstepstoguideour
currentoperationsandalignwithourmission.ThroughEmployeeDevelopment,wewillfocus
on building the competencies and capacity within our employees to support the delivery of
effectiveandefficientservices.ByImprovingourCustomerConnections,ITwillcollaboratively
alignourcustomerrequirementswiththeservicesweoffer.LifecycleManagementensureswe
continue to maintain and proactively support our technology investments and business
continuity. Through Accessible Technology we will stay abreast of remote and mobile
technology advancements to enhance business operations. Refining the Technology Portfolio
and Project Management process ensures we continue to implement technology initiatives
based on their business value thereby enhancing the level of service provided directly to our
citizens. These five bold steps move us closer to achieving our vision to deliver service
excellence through technology solutions that provide value for business units, the corporation
andthecommunity.
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2.0 ACKNOWLEDGEMENTS
ThefollowingindividualsparticipatedinthepreparationoftheBusinessPlan:
1. SabinaVisserGeneralManagerInformationTechnology
2. CliffShigemiEnterpriseSystemsManager
3. BrianBertschiNetworkSystemsManager
4. JulianaWafulaSpatialDataServicesManager
5. GordSmithBusinessSolutionsManager
6. DanMcgeeGISTechnician
7. KyleDaveyGISProgrammer
8. DaveSchultzEnterpriseSystemsAnalyst
9. DarrenHurtNetworkAnalyst
10. DaveAnnisDatabaseAdministrator
11. ByronBuzunisBusinessPlanningFacilitator
12. CoreyWightCityTreasurer,andCorporateServicesDirector
We also appreciate all employees within Information Technology that took the opportunity to
provideinputintothebusinessplanthroughtheirdepartmentalmeetings.
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3.0 BUSINESSUNITOVERVIEW
The Information Technology Business unit was created to assist City of Lethbridge Business
Unitsevaluateandimplementtechnologiesthatenabletheachievementoftheirstrategicand
operational objectives while also providing a reliable, secure, and sustainable information
technologyenvironment.
TheroleoftechnologywithintheCityhaschanged.Previously,technologywasoftenseenasa
tool,oranotherpossibleoptiontodeliverservices.Intodaysenvironmenthowever,business
unitsdependontechnologytoconductbusiness.Ourcitizensexpectationsoftheserviceswe
deliver often include functions that can only be provided effectively through the use of
technology. Additionally, as technology within the industry continues to change at a rapid
pace, our infrastructure must keep pace assuring we have the capacity to sustain, evolve, and
improve the delivery of services. Most importantly, the technology required to deliver these
servicesmustfunctionreliablyandsecurelywhenitsneeded.
Information technology is divided into four core areas that work together to deliver services
directlytocitybusinessunits,andindirectlytoourcitizens.
This diagram depicts the

relationship and inner workings of
the different groups that make up
theITdepartment.Thecenterarea,
where all groups intersect, is the
core values, vision and culture that
we have in common as a
departmentalteam.

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3.1 Mission\Vision\Values
Mission:
TofosterandsupportanenvironmentwhereInformationTechnologyissuccessfulindelivering
valuableservicestoourcustomers.
Our environment is defined as a culture of public service. Services that are valuable earn
the trust, respect, and confidence of our community. Success is demonstrated when our
servicesarecustomerfocused,deliverresults,aresupportableintothefuture,andaccountable
financially.Informationtechnologyincludes:hardware,software,networks,spatialdataand
communicationsinfrastructure.
ITVision:
Information Technology delivers service excellence through technology solutions that provide
valueforbusinessunits,thecorporationandthecommunity.
ITValues
InformationTechnologyidentifiedthefollowingfivevaluesastheprinciplesthatwillguideour
behaviorandoperations.
TransparentinourCommunication
Accountable
RespectStrengthsandValueDifferences
ExtendTrust
GetBetter
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WhenweareTransparentinourCommunication,wewill:
Listen
Clarifyandaskquestions
Shareinformation
BehonestandstraightForward
Discussissuesinatimelymanner
Beopentohearingallpossibilities
WhenweareAccountable,wewill:
Communicateandclarifyexpectations
Holdourselvesandothersresponsiblefortheiractions
Takeownership,andnotblameotherswhenthingsgowrong
Followthroughonourcommitments
WhenweRespectStrengthsandValueDifferences,wewill:
Listen,understandandlearnaboutoneanother
Allowopportunitiesforpersonalgrowthandmentorship
Participateandengageinperformanceplanning
Collaborate and communicate across teams by utilizing technical skills, knowledge and
experience
WhenweExtendTrust,wewill:
Takeownership
Meetandexceedexpectations
Bemorecrediblebyemphasizingourcharacterandcompetency
Assumegoodintentionsandaskwhenindoubt
Supporteachother
Treatothersasyouwouldhavethemtotreatyou
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WhenweGetBetter,wewill:
Investinperformanceplanning
Researchandlearnfromothersandtheirpractices
Becuriousaboutexistingprocesses
Beinnovativeinouranalysisandsolutions
Collaborateandinvolveallstakeholdersinchanges
Ask for, listen to, and learn from feedback processes that we incorporate in all of our
processes
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3.2 OrganizationChart
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3.3 History
Although technology has existed within the Corporation since the 1980s, the Information
Technologydepartmentisfairlynewhavingbeenconsolidatedin2000.Changesintechnology
and an increased reliance on technology have resulted in many changes within information
technology. Moving from centralized systems in the early 80s to decentralized technology
applications through the emergence of the Internet and web based applications in the 1990s.
Boththeindustryandcorporationaremovingtowardsincreasingtheaccessibilityoftechnology
including data through the use of mobile devices, and embedding technology in all aspects of
servicedelivery.
KeyHighlights:
19802000
Centralizedmainframesystemsthroughthe198090s
Emergenceofclientserverbasedsystemsinthe1990s
CityisconnectedtotheInternetinthe1990s
Webbasedapplicationsarepurchasedinthelate1990s
20002010+
Technologyuseexpandsasthebusinessvalueoftechnologyincreases
Customer expectations focus on enhancing technology accessibility, integration and
increasedserviceexpectations
Mobileandremoteaccess
Anywhere,anytime,anyhowaccesstoservicesdeliveredthroughtechnology
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3.4 Accomplishments
In 2009, Information Technology Services met with all business units to evaluate and improve
ouroperationsinordertoeffectivelysupporttheirservicedelivery.Corporatelyweidentified
the following 5 themes that were used to collaboratively create our technology priorities for
20092011.
Somekeyactivitiesundereachthemehavebeenhighlighted.
OperationalServiceImprovement:ensureexistingtechnologyismanagedproactively
MaintainedSystemArchitectureandContinuityPlansforcriticalsystemssuchas:thePublic
Safety and Communications Centre Fire/EMS Dispatch, and corporate geographic
informationsystems
Organizational changes within IT to create a Business Solutions group designed to provide
frontlineandproactivesupporttoallcorporatetechnologyusers
Reviewedourcorporateworkstation,meetingroomandprintinginventoryanddetermined
theappropriatetimeandfundingmodelforreplacement
TechnologyasaService:ensuretechnologyinvestmentsaremaintainedandleveraged
UpgradedtoOffice2007withtrainingtoensureemployeeswerecomfortablewiththenew
software
Implemented changes to build the foundation necessary to support future technology and
service delivery through a migration to a new Active Directory and Exchange EMail
environment
Upgrade of existing phone systems to Voice over IP (VoIP) which will reduce costs and
improveservicerequirements
Corporate System and Database Upgrades ( PeopleSoft, JD Edwards tools, Image Now,
Proval,TeamBudget)
EnterpriseTechnologyManagement:integratecorporatewidetechnologytostreamline
businessoperations
Deployment of new public website and corporate intranet on Microsoft SharePoint 2010
leveragingourexistingMicrosoftenvironmentandexperience
AdoptionofnewGISpresentationtechnologies(e.g.GoogleSketchUp)
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Integration to existing databases: Planning and development databases integration;
Assessment data integration, Parks forestry data integration, Service card integration;
Transitandbusschedulingdataintegration;Cemeterysystemdataintegration
Upgrade of external and internal interactive web map with additional technologies (e.g.
GoogleStreetview)tocreateaGISinterfacethatiseasytouseandvisuallyappealing
Implementationofkeycorporatesystems(e.g.CityClerksprocessautomationthroughSire,
City Site (Public and Corporate Websites), Tempest Web Customer, Risk Master, and
ReportsNow)
CommunicationandCollaboration:providemoreeffectiveandefficientservicesby
sharing/reportinginformationacrossbusinessunitsthroughtheuseoftechnology
Improved connectivity between the Geographic Information System and the Cemetery in
ordertospatiallydisplaycriticaloperationalinformation
Reducedtheamountoftimespentandincreasedaccuracyofkeyingtimebyinterfacingthe
electricworkordermanagementsystemwithourhumanresourcessystem
InterfacingworkordertimefromHumanResourceandFinancialsystems
Mobilizing and coordinating with other business units to ensure that the spatial data is
efficiently stored and maintained closest to the source and maintained in one place by
datastewards
ITStewardship:collaborativelypartnerwithbusinessunitstoprioritizeandimplement
technologyinitiativesbasedontheirbusinessvaluetherebyenhancingthelevelofservices
provideddirectlytoourcitizens
DefinedtheTechnologyStrategyandPortfolioManagementprocesswhichensuresproject
prioritiesarealignedwithbusinessprioritiesinaproactiveandcollaborativemanner
Raised awareness and acknowledgement that although the business depends on
technology,technologyinvestmentismorethanacostofdoingbusiness
Data acquisition and maintenance to meet business needs: Digital aerial photos for 2009
and2011,Irrigationinfrastructuredataacquisitions,EmergencyServices(FIRE,Police,PSAC)
datasetsandWasteandRecyclingdatasets
Spatialdataprojectcoordinationtodeliverkeybusinessoperations(e.g.Census,Elections,
CemeteryColumbariaPlanning,LandfillandRecyclingCenterVegetationSitePlanning)
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3.5 InitiativesandMajorCapitalProjectsinProgress
Although IT does not have any major capital projects of our own, we are a key resource and
coordinate the implementation of technology within all city owned facilities (e.g. West
LethbridgeCentre),andbusinessunitcapitalinitiatives(e.g.TransitSmartCard).
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4.0 ANALYSIS
4.1 FinancialSummary
2007 2008 2009 2010 2011 2008-2011

Actual Budget Budget Budget Budget Change
447,721 3,400 0 0 0 (3,400)
6,923 4,000 4,000 4,000 4,000 0
900 20,000 0 0 0 (20,000)
16,616 1,500 13,000 12,500 12,000 10,500
472,160 28,900 17,000 16,500 16,000 (12,900)
216,332 125,000 125,000 125,000 125,000 0
2,152,969 1,291,800 1,691,200 2,550,800 1,410,800 119,000
(3,245,698) (2,512,300) (2,482,700) (2,494,500) (2,528,200) (15,900)
187,330 197,100 147,728 129,413 122,712 (74,388)
88,215 129,800 95,508 78,434 77,582 (52,218)
776,089 648,900 293,800 293,800 293,800 (355,100)
(205,645) (89,300) (118,500) (1,053,200) 121,600 210,900
128 200 200 200 200 0
2,150,110 2,469,599 2,657,597 2,880,811 2,995,601 526,002
2,119,830 2,260,799 2,409,833 2,510,758 2,619,095 358,296
1,647,670 2,231,899 2,392,833 2,494,258 2,603,095 371,196
Reserve Transfers
Transfers to Capital
Total Information Technology
Utilities
Wages & Benefits
Expenses
Asset Purchases
General Services
Interdepartmental Transfers
Materials & Supplies
Other Personnel
Revenues
Grants
Other Revenues
Recovery fromCapital Projects
Sales of Goods & Services
Corporate Servi ces
Budget Summary
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4.2 CoreBusinessandServiceLevels
InformationTechnologyEnterpriseSystemsGroupCoreBusinessandServiceLevels
DescriptionofService ServiceLevel
To provide technology support for all
aspects of corporate software as
requiredforbusinessunitoperations.
Software is available for business unit use based on agreed upon
servicelevels.
Softwareislicensed,maintainedandupgradedbasedonanagreed
uponlifecycle.
To provide project management, and
consulting services to assist business
units evaluate, select and implement
software.
Joint project teams are created to ensure business requirements
andneedsaremet.
Infrastructure,softwareandstandardsaremet.
System continuity and support models are created and
maintained.
To develop and support interface
development that integrates software
andprocesseswithinrelatedsystems.
Interfacesaredeveloped,documentedandmaintained.
To provide reporting services and
development to access data based on
userrequirements.
Reporting/querytoolsareprovidedtoendusersforbusinessunit
reportingrequirements.
Reports are developed and maintained by IT based on report
specifications.
InformationTechnologySpatialDataServicesgroupCoreBusinessandServiceLevels
Toprovideresearchandapplications
development.
Teamisawareofemergingtechnologiesandcanprovide
direction/suggestionforbusinessunitsproactivelyinusing
geospatialtechnology.
Developmentofcustomapplicationstomeetspecificbusiness
needs.
Toprovidesupportandconsulting. Team works with Business Units to ensure the acquired data,
softwaremeetstheirneeds.
Provide strategic and tactical support for spatial projects and
initiativesinsingularorinterdisciplinarycorporateprojects.
Provide specialized technical skills for complex spatial analysis, 3
(4) dimensional projects, complex spatial queries and data
manipulation.
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To provide spatial data access and
dissemination.
Provide geospatial hardcopy and digital information to external
partners,CityofLethbridgeemployeesandmembersofthepublic.
Provideinteractivemappingproductstoexternalpartners,Cityof
Lethbridgeemployeesandmembersofthepublic.
Provide specialized map products for meetings and publications
includingOpenhousesandCouncilpresentations.
Providespecializedtechnicaldesigndrawingsforvariousbusiness
processes.
Toprovidetrainingandeducation. ProvideopportunitiesfordevelopmentofGISskillsetsforexternal
partners,CityofLethbridgeemployeesandmembersofthePublic.
Prepare,coordinateanddelivertrainingonspatialsoftware.
Consistently indicate, demonstrate and educate about the value
ofspatialtechnologyasaviewtootherdatasets.
Consistently maintain knowledge of spatial technologies in order
toprovidesupportandconsultingasneeded.
Toprovidedataquality,verificationand
standards.
Develop, maintain, and communicate processes to ensure
accurate, reliable and consistent spatial data collection and
maintenance.
Develop, maintain and communicate metadata standards and
protocols.
Develop and maintain efficient spatial data models that allow for
integrationtootherCitybusinesssystems.
Consistently ensure that distributed or shared spatial data is
accurateandupdatedbyexternalpartnersandgeospatialsupport
personnel.
Data acquisition, creation, conversion
andmaintenance.
Identity and create new data sets from hard copy products or
concepts.
Conversion data from one format to the other for use in various
systemsandprocesses.
Coordinate data acquisition including aerial orthophoto
acquisitions,3Dandspecialinterestsdatasets.
Maintain existing spatial datasets; Coordinate GPS and survey
datacollection.
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Administrationandcoordination. Provide GIS Servers administration and software administration
forAutoDesk,MicroStation,ESRI,FMEproducts,otherspecificGIS
businessunitapplications.
System architecture design for spatial tools including ESRI,
AutoDesk,Bentleyproducts.
Consistently ensure the relevance and execution of the data
sharingagreement.
Provide and manage large format plotting, scanning and
photocopyingequipment.
Develop, maintain and manage processes for record keeping of
spatialrelateddataforbothdigitalandhardcopyinformation.
Develop, maintain and manage partnership agreements with
externalpartnerstoensureefficientsharingofspatialdata.
Develop, manage and maintain spatial data in a way that allows
easieraccess,integration,avoidsduplicationandprovideasingle
sourceoftruth.
InformationTechnologyNetworkServicesgroupCoreBusinessandServiceLevels
Toprovidelandlinetelecomservicesfor
the entire organization and
cellular/Blackberry devices for all BUs
exceptLRPSandlibrary.
Landline telephones are available for all business units for 24x7
operations.CellularphonesincludingBlackberriesareprovidedto
allBUsexceptLRPSandlibrary.
To provide network hardware
connectivity services including use of C
ofLfibre.
Networkaccessisprovidedtothemajorityofcitystaffedbuildings
through various connectivity methods including fibre, physical
building cabling, wireless, and leased lines. Core network
equipmentisconfiguredinaredundantfashiontoincreaseuptime
andavailability.
Toprovideapplicationservers. PhysicalandvirtualizedserversareavailableforITandBUsuseto
deliverapplications.Servershavehighavailabilityfeaturessuchas
redundantpowersuppliesandredundantharddisks.
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InformationTechnologyNetworkServicesgroupCoreBusinessandServiceLevels
To provide data storage systems
includingbackupandrestore.
Themajorityofstorageavailabletousersandserversisthrougha
centralized system which has high available features such as
clustering of controllers and redundant hard disks and power
supplies. Data backup occurs based on user requirements for
frequencyofbackup.
Toprovidesystemsadministrationsuch
as account creation and file access
permissions.
Account and file access rights are performed for secure and
requiredaccesstoourvarioussystems.
Toprovideinternetservices. Secure access to internet and email services is provided.
Redundant internet and email services provide a high level of
systemavailability.
InformationTechnologyBusinessSolutionsGroupCoreBusinessandServiceLevels
To provide timely customer technical
support
Supporting customers by providing first response resolutions or
work order supported assistance for application, desktop and
printer technical support. Ensuring that customer and client
technicalrequirementsarebeingmetandperformingoptimally.
Toprovidehardware/softwaresupport Supporting customer workstation environments to ensure
business continuity. This includes managing life cycling of
workstations, meeting rooms, printers as well as regular
maintenance,upgradesetc.
To be solution focused and support BU
technicalrequirements.
All technology related break/fix responsibilities within the
corporation originate with the help desk. Appropriate actions are
takentoensuretheproperteamsareinvolvedintheresolution.
To accurately track workstation,
softwareandperipheralInventory.
Managing and maintaining up to date inventory records of all
corporate technology assets which include computers, software,
various peripherals (i.e.; scanners, monitors, and cameras), and
printers/copiers/faxequipment.
To actively participate in ongoing
researchanddevelopment
Establish and maintain corporatewide equipment and peripheral
standards that ensure business continuity. Performing ongoing
technical validations for new purchases/requests and regularly
examining current standards while staying abreast of emerging
technologiesandfuturetrends.
To be involved in IT and BU technology
relatedprojects.
Providing technical support and leadership in cross
department/businessunitprojects.
Coordinating and managing workstation and/or software related
projectswhichinvolvemultipledepartmentsandbusinessunits.
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4.3 PerformanceMeasures
Therearecurrentlynoperformancemeasuresforthebusinessplanningcycle20122014.
4.4 KeyCustomersandStakeholders
InformationTechnologyKeyCustomers/Stakeholders
Type Details SummaryofPerceivedNeedsorExpectations
Citystaffand
partners
including
Policeand
Library
Council Councilssetstrategicdirection.
CouncilexpectsservicesdeliveredtotheCitizensofLethbridge.
Leaders LeadersprovideCorporateadministrativedirectionthat
influencestheprioritiesanddeliveryofITrelatedprojects.
CityBusinessUnits BusinessUnitsexpecttechnologyinfrastructuresupportand
implementationsforhardware,software,dataand
communicationstechnology.IncludingFibreServices(data/voice
networks,electric/waterscada).
Businessunitsexpectbusinesscontinuityfrominformation
technologydepartmentwhiledeliveringtheseservices.
ITEmployees ITemployeesexpectsupportastheyworktodeliverservicesto
BusinessUnits.ThisincludessupportslikeHumanResourcesand
FinanceDepartments.
ITemployeesneedcollaborationandengagementwiththe
variouscustomerandstakeholdersgroups.
Alliancesand
partnerships
Utilitycompanies,First
Call
Utilitycompaniesneedaccesstospatialdataforproactiveand
safeplanningofexistingandnewimprovements.
HardwareandSoftware
suppliers
Expect currentagreementandlicenses
Servicesuppliers
(contractors)and
consultants
Expectservice contracts.
Spatialdatasuppliersand
consumers
Expectdataanddatashareagreements.
Externalaffiliateslike
EDL,schoolboards,Uof
L,L,UofA,College,etc.)
Partnershipandcollaborationoninformationtechnology related
initiatives.
Expectservicelevelagreementsspatialdatae.g.LANET.
Otherlevelsof
government
Municipalities/counties Partnershipandcollaborationontechnologyincludingspatial
data.
Provincialgovernment
agencies
Partnershipandcollaborationontechnologyincludingspatial
datai.e.AHS,AlbertaElectionsetc.
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InformationTechnologyKeyCustomers/Stakeholders
Type Details SummaryofPerceivedNeedsorExpectations
Professional
affiliations
Usergroups Participationindiscussions/events.
Sharingofknowledgeforoveralldevelopmentofindividuals.
Professional
organizations
Participationindiscussions/events.
Sharingofknowledgeasacontinuationofprofessional
responsibility.
Membersof
thepublic
directlyor
throughBUs
Notforprofitagencies Spatialdataexchange,partnershipandcollaborationsupport.
Purchasersofspatialdata Spatialdatareliability.
CommunityUsersinCity
OwnedBuildings
Technicalinfrastructuresupport.
4.5 CurrentContext
INDUSTRYTRENDS:
ConsumerawarenessofITcapabilities
Morebusinessintelligencetoolsandmethodologies
Cloudcomputing(webbasedaccess)applications
Declineinworkstationsoftwareandlicensing
Liabilitiesrelatedtouseanddistributionofdata
Virtualizationtechnologies
Locationbasedapplications
Trendtooutsourcehardware,softwareanddataservices
Improvingvirtualcommunicationtools
POLITICAL
FACTORS:
Opengovernment,openaccesstodata
Paperlessenvironment
ImpactofCollective(Union)Agreementsonservicelevels
Fiscalaccountabilityandtransparency
RelationshipscomparisonstootherMunicipalities
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ECONOMIC
CLIMATE:
Goinggreenenvironmentalmovement
Lowertolerancefortaxincreases
Devicesarecheaperbutcostofsupportincreases
Levelofserviceversuscostofservice
CUSTOMERNEEDS:
Anytimeaccesstodata
Anywhereremoteaccesstodata
Decisionmakingfromintelligentdata
Situationalintelligencecustomersgetwhattheywantbasedonwheretheyare
Immediatesupport
Internetaccessfromeverywhere
CommunicationawarenessofITactivitiesandservices
Leveragingtechnology:movingfromusertopoweruser
Businesscontinuity
DemonstratedbusinessvaluefromIT
Reliability
Wantmoretechnology
UNCERTAINTIES:
DirectsupporttoPublic
FOIPliabilitiesarounddatahowmuchcanweshare?
Flexibilitycanbecostlyandstandardizationischeaper
InterconnectionofITwithbusinessunitstoalignresources
Renovations,officemoves
Capitalimprovementsneedbettertechnologyintegration
RelationshiptootherITgroupswithintheCity
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4.6 SPOTAnalysis
STRENGTHS:
Skilledknowledgeableteam
Stabletechnicalenvironment
Havecurrenttechnology
ExperienceofCityoperations
Customerfocusandsupport
Teamwork
Proactiveplanning
Initiatedprojectmanagementmethods
Serviceprovider
Standardsandassetmanagement
OTHERFACTORS:
(Technology,
Facilities,etc.)
Technologymakingnewbusinessprocessespossible
Lifecycleoftechnology
Securityofdata
Capabilitytoreallygopaperless
Technologyisineverydepartment
ORGANIZATIONAL
TRENDS
Selfserviceisanexpectation
Systemreliabilityexpectations
Multipledevices
Highavaiablility24/7accesssystemsrunning
Corporateimportancetowardsmaintainingworklifebalance
Agingworkforce
Youngworkforcethatismoretechnicallyadept
Staffexpectmoretrainingopportunities
Mobileaccess:morebuildings,workingfromhome,usingblackberriesetc
Remotecollaboration/socialcomputing
Everyonewantsaccess
Fearoflosingproductivitywithincreasingtechnology
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PROBLEMS:
Risingcustomer(businessunits&citizens)expectations
Businessunitawarenessoftechnology
AssumingthatweknowtheBusinessUnit
BusinessunitandITroleclarity
Businessunitdoingtheirownprojects
Coordinationacrossmultiplebuildings
Lackofatechnicalwriter
LackofsupportforcorporateITinitiatives
Capacityforcontinuingorganizationalchanges
Technicallifecycleissues
Projectplanning
KeepingcurrentandcostofITtraining
Useofconsultantsconcernsaboutknowledgetransfer
Unioncontractchangesandtheirimpactonsystems
Projectvs.OperationsResourcing
OPPORTUNITIES:
ProjectManagementprocessimprovement
Workorderprocessimprovement
Stakeholderneedsassessment
Definingsecuritylevels
ImprovingBusinessUnitservicethrutools,technologyanddata
ITplanningasacorporateinitiative
Technologylifecyclemanagementandplanning
Performanceplanning
Improvedcollaborationandaccess
Leveragingtechnology
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THREATS:
CoordinationofITcomponentsinfacilityprojectsandcapitalprojects
Legislativechanges
Attractingskilledexperiencedresources
Suddenchangeincorporatedirection
Lossofknowledge
Lossofspecialization
Securitythreats
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5.0 STRATEGICINITIATIVES&OPPORTUNITIES
InformationTechnologyEmployeeDevelopment
The IT department recognizes that the people that work within the IT department play a crucial role in
ensuringthatwedeliverbusinessvaluethroughtechnologytoourcustomers.Thisboldstepensuresthatwe
arealwaysproactivelyprovidinganenvironmentwhereourITstaffcontinuetogrowandareengagedintheir
dailyactivities.
BoldStep Primary/SecondaryObjectives
1. EmployeeDevelopment Employeestakeownershipoftheircareerdevelopment
Employeesareproductive,motivatedandengaged
Employeesunderstandtheirrolesandresponsibilities
Thereisacontinuousemployeefeedbackmechanism
Thereisunderstandingofskillsets
Employeesareprovidedwithtrainingopportunities
KeyDeliverables SuccessFactors
Implement employee performance
planningprocess
ReviewandupdateJIQS
Align corporate activities with training
opportunities
Inventoryofskillsets
Identify and provide cross training
opportunities
SuccessionplanningfortheSDSgroup
Business continuity planning for
personnel
Leadershipandmanagementsupportfortheprocess
HumanResourcesdepartmentsupport
ITstaffsupportfortheprocess
Continuous support for the budget to provide training
opportunities
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InformationTechnologyAccessibleTechnology
The IT department wishes to create an accessible technology strategy by defining the mobile & remote
technology requirements for our corporate business units, create business cases for opportunities which
createefficiencyimprovements,andimplementthisaccessforapprovedprojects.
2. AccessibleTechnology Define the mobile and remote technology requirements
for our customers to efficiently and effectively deliver
servicesandaccessdata
Create the business case for mobile and remote access
toservicesforboththecorporationandpublic
Implementtechnologyaccessasprioritized
Assist in definition and understanding of open data
requirements and clarify ITs role in supporting this
strategy
Create process and standards for continuous evaluation
ofmobiletechnologies
Perform an inventory of our current
accessibletechnologies
Meetwithbusinessunitstoidentifytheir
needsandrequirements
Align the needs and requirements to
corporatepriorities
Research what technologies are
available, have been highly accepted by
the market place, and what other like
organizationshavedoneoraredoingina
similarfashion
Determineagoforwardplan
Obtain approval and implement
technologiesastheplandictates
Depending on strategy approach, leaders and council
supporttowardsapprovalandfunding
BUinvolvementandengagement
EducationofITandBUofavailabletechnologyanduse
25
InformationTechnologyTechnologyLifecycleManagement
Technology continues to be a critical part of how the corporation delivers services. Technology has an
optimal lifespan, and as we continue to invest in technology, it is important to ensure the technology is
maintainedtocosteffectivelysupportbusinessrequirementsandremainscurrentasadvancementsaremade
withinindustryandservicedelivery.
3. TechnologyLifecycleManagement To establish an IT asset management framework to
effectivelymanagetheCitysITassetsthroughoutuseful
life.
Establish processes and procedures to maintain and
upgradeassetsonaschedule
a. Inventory acquisition, maintenance, monitoring,
disposition,conditionassessment
Proactiveplanningtoprovideforaccuratebudgeting
AssetManagementFramework(AMF)
thatincludesthefollowing:
a. Inventoryofassettypes(spatialdata
sets,workstations,servers,software,
networkinginfrastructure)
b. Conditionassessmentcriteria
c. Stakeholdersneedsassessment
d. Costs
e. Supportlevels
ImplementAMFbyassettype
UpgradeITworkordersystemtohelp
manageschedulingandconditions
assessment
Leadershipandbusinessunitsupport
Timeandresources
PossibleuseoftheJDEassetsystem
26
InformationTechnologyImproveConnectionswithCustomers
TheITdepartmentaimstoimprovehowwedeliverservices,andwhatwecommunicatewithourcustomers
with regards to the services IT offers. Our primary objective is to understand our customers service
requirementsandworkwiththemtoimprovehowwedeliverthoseservices.Byworkingwithourcustomers
ontheseimprovements,wewillcreatesatisfied,informedandempoweredcustomers.
4. ImproveConnectionswithCustomers Createsatisfiedandempoweredcustomers
Definecustomerandstakeholderserviceexpectations
ContinuousImprovementofServicesandServiceLevels
Implementarealisticnumberofserviceimprovements
Creatingatool/templatethatwillallow
eachofourservicestobe
evaluated/screened
Thetemplate/toolwouldincludeservice
levelagreements,stakeholderneeds
assessments,relevantdocumentation,
measurementprocesses,
communicationsandfeedbackchannels
Ascheduleofprioritizedservices
identifiedasneedingimprovements
Implementarealisticnumberofservice
improvements
BUSupport
Time
OrganizeServiceImprovementsasProjects
ITStaffSupport
27
InformationTechnologyTechnologyPortfolioandProjectManagementProcessImprovements
InformationTechnologysupportstechnologyacrosstheentirecorporation.Thereisanincreaseddemandon
IT and Business unit resources to implement projects to enhance business operations through technology.
Through portfolio management, IT and Business units collaboratively prioritize and schedule projects based
on business value, and resource capacity. Ensuring IT adopts and sustains our project management
competencies will ensure once projects are scheduled they are implemented successfully based on
measurablesuccesscriteria.
5. Technology Portfolio and Project
ManagementProcessImprovements
Enhance Corporate Technology Portfolio Management
processes
Improve ITs ability to manage projects with clear
successmeasures
Implement Portfolio Management and Project
Managementsystemsthatsupportthecorporation
a. Enhance/automateprojectstatuscommunications
Refine/CommunicatePortfolio
Managementprocessesascorporate
deliverable
DevelopITProjectManagement
Methodology
SustainprojectmanagementinIT
througheducationandongoingfeedback
DefinerequirementsforPortfolioand
Projectmanagementsystemsand
recommendpurchase
CorporateandBUSupport
ITStaffSupport
Desireforefficiencyreporting
28
APPENDICES
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1

BUSINESS UNIT NAME

In todays environment, business units depend on technology to conduct business. Our

Information Technologys vision is to deliver service excellence through technology solutions

This diagram depicts the

2007 2008 2009 2010 2011 2008-2011

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