CITY WIDE

                         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)


That report FCS02140 “Information Technology Strategy Update” be received for

Joseph L. Rinaldo, General Manager
Finance & Corporate Services


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.


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.


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

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
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
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

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 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

   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

   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


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

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.


IT policies associated with the appropriate use of computers, the internet and the intranet
will be affected by the outcome of the IT Strategy.


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.


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 -
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   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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