itsp final update · 2020-01-29 · itsp final update council – january 23, 2019 . about us ......
TRANSCRIPT
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ITSP Final Update Council – January 23, 2019
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About Us Focused on municipal and public sector clients
Development of IT, GIS and Digital strategic plans, IT governance, IT organization design
Our consultants have worked in and with a lot of municipalities
• Oakville, Waterloo, Aurora, Region of Waterloo, York Region, London, Oshawa, Kitchener, Grey County, Peterborough, Guelph, Vaughan, Moose Jaw, Guelph, Northumberland, Halton Hills, Quinte West, Regina, Burlington
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Our Team Consultant Role
Susan Chase
Lead consultant & project manager,
Senior consultant + Director IT / Innovation, Town of Newmarket
Deep municipal expertize in a mid-sized municipality
Smart City, Innovation & Digital
Gary Walker
Steve Grise
Senior consultant
Technology infrastructure expert
ITSM lead
Business Continuity expert
Senior GIS consultant
GIS expert private and public sectors
ESRI Redlands
Solutions and Data Architect
3 Georgina ITSP
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Agenda
1. Recap Key Issues
2. Context for ITSP
3. Recommended Strategic Directions
4. Work Plan
5. Questions and Wrap Up
4 Georgina ITSP
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1. Recap Key Issues
Georgina ITSP
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Key Issues
• Business Solutions challenges • Directions unsure for some applications
• Document management – challenge from policy to solution
• Network and internet access problems • Can be slow, unstable, unreliable
• Puts limitations on remote access capabilities
• Foundational issue needs a solution
• Need to be more future focus • Rather than accepting what is, need to push forward
• Organization appears change resistant
6 Georgina ITSP
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Key Issues
• Existing IT Governance is not working out
• Technology project selection lacks process rigour
• Lack of clear definition of roles and responsibilities re: technology
• Too busy to implement new solutions
• Demand > Supply
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Key Issues
• IT has historically lacked corporate profile
• Seen historically as a cost centre / back office function / a supplier
• Must cast off the ”too busy, so let’s not bother them” notion
• What ‘type’ of IT does the Town want? Has the organization stated / resourced IT to be what it wants?
8 Georgina ITSP
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2. Context Importance of Technology
Georgina ITSP
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Importance of Tech & ITSP
• Customer Expectations have changed / are changing
• Community Growth – increased complexity, new services
• Attracting young and skilled talent to the workforce
• “Municipal Service Delivery - effective, efficient and economical delivery of the Town’s existing services.”
10 Georgina ITSP
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1/15/2019 11
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Bank Example
1/15/2019 12
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1/15/2019 13
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1/15/2019 14
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Technology’s role
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3. Strategic Directions
Georgina ITSP
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1) Elevate the importance of technology
2) Leverage technology as an enabler of modern business practices
Georgina ITSP
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1) Elevate IT
• New IT governance model • Establish ITGC – IT Governance Committee
• Use Steering Committees for major programs and systems
• Update project evaluation and selection process • select the right project, then do the project right
• Increase capital and operating funding toward technology
• Strong partnerships and collaboration
18 Georgina ITSP
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1) Elevate IT
• Align and fully leverage existing technology resources
• Invest in new ITS resources
• Out-task some technology infrastructure management activities (network, security management) + rosters of service providers
• Consider contract staffing (IT and business, funded from Capital) to support projects
• Evolve tech savviness – ITS leadership, governance, communication and training
19 Georgina ITSP
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Metrics 2017 Financial and Staffing Metrics
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The Town operates below the Perry Group recommended ranges for IT staffing. This indicates clear
scope to increase investment in technology resources. A suggested increase to 3% target for staffing
would be reasonable.
1:8 1:100 1:25 1:45
IT Support ratio to Town staff
1:15 1:50 Surveyed Ontario
Municipalities
0% 8% 2.5% 5%
IT staffing as % of Total Staff
2% 6% Surveyed Ontario
Municipalities
PG Suggested Range PG Suggested Range
Georgina ITSP
Georgina
1.33%
Georgina
1:75
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Surveyed Ontario
Municipalities
0% 10% 2.5% 4.5%
IT Operating Expenditures as % of Total Operating
1% 6% Surveyed Ontario
Municipalities
0% 10% 2.5% 4.5%
IT Capital Expenditures as % of Total Capital
.6% 9%
Metrics 2017 Financial and Staffing Metrics
21
The Town operates below the Perry Group recommended ranges for IT spending. This indicates clear
scope to increase investment in technology. A suggested increase to at least 2.5% target for spending
would be reasonable.
PG Suggested Range PG Suggested Range
Georgina ITSP
Georgina
1.20%
Georgina
2.0%
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Manager, ITS
Network Supervisor
Client Services Lead
Client Services Technician
IT Systems Support Analyst
(2)
Senior Business App. Analyst *
Business Application
Analyst
Business Application
Analyst
GIS/IT Systems Analyst
GIS/Data Analyst
Digital Services Analyst
2022+
2019
2020 - 2021Managed
Technology Services
Contracted PM’s capitally funded to support major projects
Managed DBA services, partner services, managed appl support
Managed or Contracted Services
Proposed Organization 5 year plan
22 Georgina ITSP
* Pending 2019 Budget approval
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2) Leveraging technology as an enabler of modern business practices
• Digitize business processes • Customer Relationship Management Solution (CRM)
• Asset and Work Management
• New HR system
• Land and Property Management System
• Business intelligence and dashboarding
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Until the Town’s business processes are fully digitized – inefficient, manual and paper driven processes will act as a drag on the Town’s ability to be effective, efficient and economical.
Georgina ITSP
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Leveraging technology as an enabler of modern business practices
• Modernizing customer and employee experiences • Wi-Fi everywhere
• Improve productivity by digitizing internal processes • self-service, digital forms
• Best tool for the job – e.g. laptops vs. desktops
• Remote access – more flexible working options
• Collaboration tools enabling better……
24 Georgina ITSP
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Leveraging technology as an enabler of modern business practices
• Increased digital delivery – meeting customer expectations • Dependent upon digitization
• Using data to inform and improve service delivery • (evidence based decision making)
• Mobile technology to field crews (e.g. Public Works, Bylaw, Fire) • Email, CRM, Asset/Work Management programs
• Adopting cloud services and solutions • Set policy and standards
25 Georgina ITSP
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4. Work Plan
Georgina ITSP
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Work Plan Highlights
• Over 50 different projects / actions including: • Establish IT governance structure
• Changes to IT organization structure
• Assess suitability of some existing systems
• Determine detailed requirements of new systems with a customer focus
• Prepare for the future to enable greater customer interactions
Georgina ITSSP 27
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Budget Impacts Additional Funding Needs
28 Georgina ITSP
Capital ($,000) Annual Operating
Increase ($,000) *
2019 165 193
2020 380 250.5
2021 125 165
2022 375 218
2023 50 115
Total 1095 941.5
* This column shows the year over year increase in operating costs.
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5. Wrap Up & Questions
Georgina ITSP