CITY WIDE IMPLICATIONS CITY OF HAMILTON FINANCE & CORPORATE SERVICES Information Technology Services Report to: Mayor and Members Submitted by: Joseph L. Rinaldo, Committee of the Whole General Manager Date: November 19, 2002 Prepared by: Louis Shallal 546-2251 SUBJECT: Information Technology Strategy Update - FCS02140 (City Wide) RECOMMENDATION: That report FCS02140 “Information Technology Strategy Update” be received for information. Joseph L. Rinaldo, General Manager Finance & Corporate Services EXECUTIVE SUMMARY: The primary objective of the Information Technology strategy is to develop a 3-year plan for the implementation of information technology infrastructures and services that will both support and enable the achievement of broader corporate strategies and city vision. The IT Strategy must be aligned with the corporate goals outlined in the Business Planning process. The IT strategy for the City of Hamilton is required to: ! Plan for increased services to the public over the internet/e-government ! Plan for infrastructure enhancements to meet staff needs and minimize departmental ‘islands of technology’ ! Make the talent and skill of our IT staff available to all departments ! Optimize the effective use of existing and future investments in enterprise corporate business systems such as PeopleSoft and GIS ! Provide a focus for our interaction with the high tech community ! Enable the City to harness the untapped power and innovation of emerging technologies and leverage the use of technology to reduce overall costs. The IT Strategy is being developed through a comprehensive consultative process using input from management as well as focus groups from across the corporation. Implementation of the Strategy once developed and approved will be ongoing. SUBJECT: Information Technology Strategy - Update - FCS02140 (City Wide) Page 2 of 7 It is expected that the Strategy will be completed in December of 2002 and will be presented to Council early in 2003. BACKGROUND: The Corporate Management Team approved the development of a Corporate Information Technology Strategy to deal with a number of key issues facing the City. The Strategy will integrate with and support the Corporate Business plan that is currently being developed. Overall, the IT Strategy has already noted that the information technology deployed by the IT Services Division and the various operating departments compares well with other municipalities. It is in the process definition and in the technology application that the City of Hamilton falls short in comparison to other Ontario municipalities. The IT Strategy for the City of Hamilton is required for the reasons outlined in the Executive Summary above. ANALYSIS OF ALTERNATIVES: There were two basic alternatives for the development of the IT Strategy. The first is the traditional one whereby the city would retain a consultant who would drive the strategy development, collect the necessary information, meet with the key stakeholders and write and submit the Strategy document. The second approach is to build the strategy through in-house resources with as much participation and consultation with the users throughout the corporation as possible and retain consulting services only for expertise when needed and to facilitate the process as required. The Corporate Management Team in June of 2002 chose the second approach detailed below and the Chief Information Officer (CIO) was directed to produce the Strategy by the year’s end. Process for Developing the Information Technology Strategy: The approach used for the development of the IT Strategy encompassed the creation of an IT Steering Committee (ITSC), 4 working teams (Human Services; Hard Services; e- Government and IT Infrastructure) and selected focus groups. The IT Steering Committee consists of the CIO, the Director of Information Technology Operations, and 1 director level representative from each department. The 4 focus groups consist of at least 1 representative from each department plus 1 IT resource person. The teams have been established as follows: SUBJECT: Information Technology Strategy - Update - FCS02140 (City Wide) Page 3 of 7 HUMAN SERVICES TEAM Co-leads Topics Covered Helen Hale Tomasik, SPHS " Customer Relationship Management Jane Lee, Corporate Secretariat " Education/training " Recruitment/Retention IT Resource, Kevin Smith " Provincial Applications HARD SERVICES TEAM Co-leads Topics Covered Lou DiGironimo, TOE " GIS/Land Information Systems Roy Duncan, TOE " Maintenance Management Systems Paul Mason, Planning and Development " Infrastructure Asset Management IT Resource, James Rickert E-GOVERNMENT TEAM Co-leads Topics Covered Tony Tollis, Finance & Corporate Services " Promote and Enable Economic Phil Mostert, FibreWired Development Norm Schleehahn, Economic Development " Build Relationships with Federal and Provincial Governments IT Resource, Linda Kurluk " Promote Community Networks and External Relations " Deliver Responsive and Proactive Services to All " Enhance Two-Way Communication with Public, Staff and Stakeholders IT INFRASTRUCTURE TEAM Co-leads Topics Covered Mark Amorosi, Human Resources " Knowledge Management/Intranet Ken Roberts, Community Services " Business Intelligence " Finance and Human Resources ERP IT Resource ,Filipe Janicas " IT Asset Management " Benchmarking / Best Practices " Policies/Service Level Agreements " EAI/Data/System Interfaces " Right Technology " Outward Facing Five guiding principles are used to formulate the framework for the IT Strategy: • Service to the Citizen • Support to Business Needs • Integration at every relevant opportunity • Value of investment; and • Collaboration and Co-operation. The strategy will develop a 3-year plan (2003 to 2005) in a 13-step process, which deploys intensive consultation and participation during 3 strategic sessions for each team. These sessions are being facilitated by 4 individual consultants retained on a per SUBJECT: Information Technology Strategy - Update - FCS02140 (City Wide) Page 4 of 7 diem basis, (1 consultant per team). Two of these 3 strategic sessions have been completed for each team. These sessions included an environmental scan, a needs analysis, a SWOT analysis and the development of IT strategic directions. The 3rd strategic session will include the development of recommended projects and initiatives, which will be mapped against the strategic directions, the 5 guiding principles. This will produce a list of projects that will then be priorized for 2003, 2004 or 2005 implementation. Implementation of the Strategy once approved will be ongoing. The Strategy will be revisited regularly, and refined or revised to reflect changing priorities. In addition, an annual update will be provided to Council that will provide a status or ‘progress’ report on actions outlined in the approved Information Technology Strategy document. It is expected that the strategy will be completed in December of 2002 and will be presented to Council early in 2003. Strategic Directions During the IT Strategy development process, the IT Steering Committee and the 4 teams have developed the following nine strategic directions for the role of IT in the corporation: 1. Deliver effective customer service This would lead to consistent levels of serving the public through a number of different channels as well as to the effective use of technology to deliver continuously improving customer service. Interaction with the citizens, such as customer surveys, would be used as a means to measure our performance. This strategic direction would involve first, leveraging/optimizing the use and functionality of our existing technology, second, integrating existing systems and data where possible and finally implementing new solutions when necessary. 2. Establish a Technology Management Framework. Establishing this framework would clarify the roles and responsibilities for IT services, both for the Information Technology Services Division and for the user departments. This would lead to: an IT organization structure that meets the needs of the corporation; the creation of an IT steering committee with members from across the corporation to deal with technology issues as well as the development of effective Information Technology policies and programs. 3. Develop high performance, tech savvy, knowledge workers. This would lead to providing staff with access to the training and tools necessary to do their job as effectively as possible. It would be in concert with the best practice recruitment described in the Human Resource Strategy. SUBJECT: Information Technology Strategy - Update - FCS02140 (City Wide) Page 5 of 7 4. Accomplish online government transformation. This would lead to the creation of a web presence for providing services currently available through conventional means such as phone, mail or in person (over the counter). The web site would provide community information that would support economic development and tourism, provide transactional and e-commerce capabilities as well as provide transparent access to services provided by all levels of government. 5. Promote online employee access. This would increase the ability of staff to have access to the necessary corporate data and information, anytime from anywhere. In turn, this would enhance the effectiveness of mobile employees by providing access from remote locations to all relevant data when needed. As well, this direction will establish the necessary infrastructure to allow employees to effectively work from home where appropriate. 6. Build partnerships and relationships with external agencies and other levels of government This will include partnerships with academic institutions, other municipalities, provincial agencies, federal agencies, as well as working with the technology community in the City. 7. Streamline processes and encourage data integration and data sharing through co-operation and collaboration. This would lead towards reducing the number of duplicate processes and systems, and also eliminate duplicate data capture and maintenance. This direction would encourage the integration of data and cross-departmental collaboration to establish a database of record and a credible source for needed data and information. 8. Provide secure and reliable IT infrastructure to meet the current and future needs of the City. This would lead to an integrated IT Infrastructure for voice and data to meet the technology needs of the corporation both now and in the future. 9. Develop a sustainable funding model A sustainable funding model would lead to the effective utilization of scarce IT budgets and may require the pooling of resources to implement corporate technology solutions as well as the formation of public/private partnerships or partnerships with external agencies. SUBJECT: Information Technology Strategy - Update - FCS02140 (City Wide) Page 6 of 7 FINANCIAL/STAFFING/LEGAL IMPLICATIONS: Financial: This project was identified in the 2002 Capital Budget. $100,000 has been allocated and approved for this project, to cover the cost of consultants and focus group meetings. After the Information Technology Strategy is developed, there may be other costs associated with the implementation of specific projects and initiatives flowing from the Strategy. These costs will be provided for as necessary in future budget submissions. Staffing: All staff will have the opportunity to provide input into the Information Technology Strategy through participation in a focus group or through an Open House. POLICIES AFFECTING PROPOSAL: IT policies associated with the appropriate use of computers, the internet and the intranet will be affected by the outcome of the IT Strategy. CONSULTATION WITH RELEVANT DEPARTMENTS/AGENCIES: To confirm the direction of the IT Strategy and to more fully define the details of the initiatives and program contained within the Strategy, participation and representation from across the corporation is taking place through: • The IT Steering Committee with directors from all the corporate departments • The focus groups established for each of the 4 teams and • Staff resources from the IT Services Division. The IT Steering Committee will also receive input from staff and the community through a planned open house later this year. Information gathering surveys are also being conducted with members of the IT Steering Committee and Members of Corporate Management Team. There will be consultation as well with each member of City Council following receipt of this information report. CITY STRATEGIC COMMITMENT: The Information Technology Strategic Plan will assist the City in achieving 4 of the Corporate Goals in the following areas: 1. A City that Spends Wisely and Invests Strategically: The Strategy will work towards; optimizing the systems that are already in place; integrating the existing systems to reduce processes, improve data integrity and reduce duplicating SUBJECT: Information Technology Strategy - Update - FCS02140 (City Wide) Page 7 of 7 investments in technology; and corporate wide involvement in any new technology that will be implemented in the city. 2. A High Performance Work Force: Two of the nine Strategic directions deal with this through developing a high performance, tech savvy, knowledge worker and also by promoting online employee access. This would lead to providing staff with access to the training and tools needed to do their jobs effectively, both in the office and from remote locations. 3. A City Where People Come First: Through the e-government initiatives the public will have increased access to City services and information. 4. A City of Growth and Opportunity: In working with the Economic Development department and the Tourism Board, the strategy will deal with initiatives that will assist in growth of the community and in attracting tourists to the area. Initiatives such as virtual tours of this city, and online applications for services will enhance both of these areas.
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