Five-Year Technology Roadmap to Service Excellence by fad10689

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									Five-Year Technology
 Roadmap to Service
     Excellence



                       1
                                Agenda
Item                               Speaker

Welcome & Introductions            Fraser Hirsch
                                   Manager, IT Architecture & Security

IT Sub Committee & Governance      Councillor Marianne Wilkinson
                                   Chair of IT Sub Committee

Partnership with OCRI              Claude Haw
                                   President and CEO of OCRI

Service Excellence                 Guy Michaud
                                   Director and CIO, IT Services

Technology Roadmap                 Guy Michaud
                                   Director and CIO, IT Services

Procurement & Engagement Rules     Jeff Byrne
                                   Manager, Supply Branch

Questions                          Speakers Panel
                                                                         2
 Councillor Marianne
     Wilkinson
Chair of the IT Sub Committee



                                3
IT Sub Committee & Governance
 Reports to Corporate Services & Economic
  Development Committee (CSEDC)
 Responsibilities laid-out in its Terms of Reference:
   • Policy and Strategy recommendations
   • Reviews proposals for ‘large-scale’ investment proposals and makes
     recommendations regarding, for example:
       • Corporate-wide upgrades
       • Special hardware/software acquisitions
       • Privacy, accessibility and risk management
   • Tracking & monitors initiatives; progress, costs and return on
     investment (ROI)


                                                                      4
     Claude Haw
President and CEO of OCRI




                            5
     Guy Michaud
Director and CIO, IT Services




                            6
                    Overview

The Roadmap includes:
 Specific technology required to enable key Service
  Excellence initiatives
 Foundational technology required to support Service
  Excellence initiatives and reduce the risk of service
  interruption by modernizing an aging infrastructure
 Initiatives designed to optimize opportunities to achieve
  internal efficiencies of the IT environment
 Ongoing technology to support daily operations (Life
  Cycle Renewal)

                                                        7
        Service Excellence Plan
 Council made Service Delivery a priority and made a
  commitment to the citizens of Ottawa to improve the
  delivery of City services.
 Council directed service delivery activities were reviewed
  in the context of:
   • City Strategic Plan Service Delivery Objectives
   • eGovernment Task Force recommendations
   • Efficiency Savings Program


            Created a Service Excellence Plan



                                                       8
            Service Excellence Plan
The eGovernment Taskforce made eight recommendations
   1.   Institute a Governance model that involves everyone from City Council to staff
   2.   Require a citizen centric focus for all City programs and services
   3.   Implement outcome-based measures for all activities, services and projects
   4.   Produce investment plans for each branch identifying how technology will be
        leveraged to improve service while cutting costs
   5.   Ensure that when Council directs staff to take action, the resulting proposal
        includes a technology alternative that directly or indirectly offsets any increase
        in staff
   6.   Compare Ottawa’s service delivery, on an outcome and cost basis, with
        service delivery in the best public and private organizations in the world and
        not just with service delivery in other Canadian municipalities
   7.   Ensure that all investment plans respect and leverage the city’s common
        technology infrastructure, architecture, processes and applications
   8.   Invest in a chief strategist for service delivery, reporting directly to council,
        who will drive the implementation of these recommendations

                                                                                  9
          Service Excellence Plan
 Nine (9) initiatives that deliver service improvements
  and generate efficiencies:
   •   Enhancing citizen centric services (e-service / 311)
   •   Creating a community based mobile workforce
   •   Integrating community and social service delivery
   •   Optimizing utilization of recreation facilities
   •   Innovation in business management and operating practices
   •   Optimizing service delivery through a trained casual labour pool
   •   Transforming fleet management
   •   Sponsorship and advertising
   •   Smart Energy
 All of these initiatives have technology implications

                                                                  10
          Service Excellence Plan
Enhancing citizen centric services (e-service / 311)
   Citizens will have 24/7 access to City information and services which
    will be organized and presented from the citizen’s perspective.
   There will be a simplified access (one website, one phone number)
    and no wrong door to access City information and services.
   Citizens will be able find the information they need, register for
    programs, pay for services, log service requests, and follow up on the
    progress.
   Citizens will be able to track service requests from the time of report
    through to resolution (similar to UPS).
   City staff will have access to the same online technology, which will
    make them more knowledgeable, engaged, and responsive to client
    inquiries in a contemporary collaborative environment.
   Processes and service standards will be standardized across the City
    providing consistent, predictable, high quality services and information
    to its citizens.

                                                                       11
                                                                                                         Who
                                                    Citizen

                                                                                                        Where
                   Service
                                                      Web                     Telephone
                   Centre

Customer Relationship                                CRM
                                                                                                        How
Management (CRM)

                   Knowledge                                                                Performance
                                                                                 BI
                   Base                                                                     Reporting


Enterprise Solutions                Information Management         Business Solutions             Solutions

  Financial Mgnt                    Web Content Mgnt                Transit             Public Health

  HR Mgnt                           Business Info Mgnt              Social Services     Parks & Rec’n

  Work Mgnt                         Collaboration                   Emergency Ser.      Planning & Gwth

  Materials & Asset Mgnt                                            Library             Others…

 SAP/GIS-MAP                        Oracle UCM                      COTS, ASP, .Net, OS, etc.


              Services Oriented Architecture (SOA)                                              Foundation


              Office Productivity Suite    Oracle RDBMS            Secure Mobile Platform
                                           SQL Server
              Virtual Desktops

              Virtualized Servers                    Converged Voice/Data Communications                12
          Service Excellence Plan
Creating a community based mobile workforce
 Staff will be able to work closer to the clients they serve.
 Field-workers will be equipped with the appropriate mobile devices
  and tools that will make them more productive and allow them to
  focus on their core activities.
 New requests for service can be assigned to City staff already out in
  the field resulting in faster response and shorter turnaround time.
 The City will be able to respond to more requests for service with the
  same or less staff and will be better positioned to deal with growth.
 Staff will be able to leverage current, proven technology to work with
  community groups, Council, managers and colleagues within and
  across geographic locations.



                                                                  13
Ottawa’s Geographic Challenge




                                14
                                                                                       Citizen


                                           Field and Mobile
                                           Workers                                      CRM


                                                                     Knowledge                             BI
                                                                     Base



Enterprise                                                                                            Business
Solutions                                                                                             Solutions


             Financial Mgnt                   Web Content Mgnt              Transit              Public Health

             HR Mgnt                          Business Info Mgnt            Social Services      Parks & Rec’n

             Work Mgnt                        Collaboration                 Emergency Ser.       Planning & Gwth

             Materials & Asset Mgnt                                         Library              PWS, Others…

         SAP/GIS-MAP                          Oracle UCM                    COTS, ASP, .Net, OS, etc.


                        Services Oriented Architecture (SOA)


                        Office Productivity Suite    Oracle RDBMS            Secure Mobile Platform
                                                     SQL Server
                        Virtual Desktops

                        Virtualized Servers                    Converged Voice/Data Communications                15

                       Technology Infrastructure
                Capital Program

Capital investments for 2010 approved by Council:

   Enabling Citizen Centric Services                      $12M
   Mobile workforce                                       $5.4M
   Other IT Initiatives (foundation and efficiencies)       $2M
   Renewal of Assets                                    $11.14M
   PCI Compliance                                           $2M

   Total                                                $32.5M




                                                              16
The Technology Roadmap



                    17
Service Excellence           2010   2014
      Enabling Citizen-
      Centric Services

     Creating a
     Community-Based
     Mobile Workforce


    Other Service
    Excellence Priorities




    Efficiency Initiatives




        Foundation
        Technologies




     Lifecycle Renewal
     (LRFP)




                                    18
Service Excellence           2010                                                                         2014
      Enabling Citizen-             Enterprise Knowledge Base
      Centric Services              CRM

                                    Business Intelligence (BI)
     Creating a
     Community-Based                Mobility Platform
     Mobile Workforce
                                    M5 Upgrade/SAP Integration

    Other Service
    Excellence Priorities
                                                          Sponsorship Tracking

                                                                     Social Services Integrated Systems




    Efficiency Initiatives




        Foundation
        Technologies




     Lifecycle Renewal
     (LRFP)




                                                                                                          19
Service Excellence           2010                                                                         2014
      Enabling Citizen-             Enterprise Knowledge Base
      Centric Services              CRM

                                    Business Intelligence (BI)
     Creating a
     Community-Based                Mobility Platform
     Mobile Workforce
                                    M5 Upgrade/SAP Integration

    Other Service
    Excellence Priorities
                                                          Sponsorship Tracking

                                                                     Social Services Integrated Systems


                                    Data Centre Consolidation

    Efficiency Initiatives            Doc Output Device Consolidation
                                                Desktop Software Consolidation




        Foundation
        Technologies




     Lifecycle Renewal
     (LRFP)




                                                                                                           20
Service Excellence           2010                                                                            2014
      Enabling Citizen-             Enterprise Knowledge Base
      Centric Services              CRM

                                    Business Intelligence (BI)
     Creating a
     Community-Based                Mobility Platform
     Mobile Workforce
                                    M5 Upgrade/SAP Integration

    Other Service
    Excellence Priorities
                                                           Sponsorship Tracking

                                                                        Social Services Integrated Systems


                                    Data Centre Consolidation

    Efficiency Initiatives            Doc Output Device Consolidation
                                                Desktop Software Consolidation


                                      Data Storage Strategy           Storage Network Infrastructure

                                                    Virtual Desktop Infrastructure
        Foundation
        Technologies                               Server Virtualization

                                                        Enterprise Architecture




     Lifecycle Renewal
     (LRFP)




                                                                                                              21
Service Excellence               2010                                                                            2014
     Enabling Citizen-                     Enterprise Knowledge Base
     Centric Services                      CRM

                                           Business Intelligence (BI)
    Creating a
    Community-Based                        Mobility Platform
    Mobile Workforce
                                           M5 Upgrade/SAP Integration

   Other Service
   Excellence Priorities                                         Sponsorship Tracking

                                                                            Social Services Integrated Systems

                                                 Data Centre
                                                 Consolidation

   Efficiency Initiatives                    Doc Output Device Consolidation
                                                     Desktop Software Consolidation


                                            Data Storage Strategy        Storage Network Infrastructure

                                                         Virtual Desktop Infrastructure
       Foundation
       Technologies                                      Server Virtualization
                                                            Enterprise Architecture

                            Voice Mail Upgrade        Telecommunications System Modernization

                                                         Application Renewal Program
    Lifecycle Renewal                                 Desktop Hardware and Peripherals
    (LRFP)                              Enterprise Systems Sustainment (SAP, MAP/GIS, BI, Web, ECM)
                                                       Network Infrastructure Renewal




                                                                                                                 22
       Jeff Byrne
Manager, Supply Management
          Branch



                         23
Doing Business with the
    City of Ottawa

Supply Management Branch
   IT Purchases in 2009

Professional Services
  • $10.0 M
Infrastructure & Hardware
  • $6.5 M
Software & Systems
  • $15.0 M



                            25
           IT Standing Offers

 IT Professional Services
 Telecommunication Services
 Software (business solution applications,
  database, network management, telecom,
  operating systems, i.e. Microsoft, Quest, Citrix,
  HP Openview, Oracle, Sybase, RIM, SAP)
 Storage HW & SW (Enterprise Storage & Tape
  Library)
 Managed Security Services

                                                26
           IT Standing Offers

   Networking Equipment
   Servers (Intel and Unix)
   Printers
   Cellular Wireless Devices and Services
   Desktop Computers (PCs, Laptops)
   Mobile Computing Devices (Ruggedized)
   Records Management Products & Supplies
   Records Management Off-site Storage &
    Disposition

                                             27
        Purchasing By-law
  Objectives & Guiding Principles

  To obtain the best value for the taxpayers’ dollar,
purchases will be made using a competitive process
  that is open, transparent and fair to all suppliers.

                       GOALS


  Obtain the best               Treat all suppliers
  value for money               equitably
                                                  28
           Purchases <$10K
 Purchases are made by each department and
  do not go through the Supply Management
  Branch
 Extensive use of standing offers
 Three quotes required for purchases >$2K
 City departmental contacts are listed on the
  City’s website at:
  • http://ottawa.ca/info/contactus/blue_pages_en.html



                                                   29
      Purchases $10K to $50K
Informal Request for Quotations:
   • Sourced through Supply Management
     Branch
   • May be advertised on MERX
   • Extensive use of standing offers
   • Sent to select suppliers based on previous
     similar procurements.
  • Opportunities to be advertised on new
    online posting notice board on the City of
    Ottawa’s website:
       www.ottawa.ca/business/bids_contracts/index_en.html
                                                             30
     Purchases >$50K - MERX

 Formal bid solicitations are advertised and
  distributed by MERX
 Search and view opportunity notices
 Order bid documents and attachments
  electronically
                Contact MERX
                                    Telephone:1-800-964-6379
                                           Fax: 1-888-235-5800
                                       Internet: www.merx.com
                                      E-mail: merx@merx.com
                MERX is available 24 hours a day, 7 days a week

                                                           31
   Supply Management Branch
           Location
All formal bids are must be dropped off at the
following location by 3:00 p.m. on the closing
date.
            100 Constellation Crescent
              4th Floor, West Tower
                    Ottawa, ON
                     K2G 6J8

                      Tel: 613-580-2424 ext. 25185
                               Fax: 613-560-2126
                                Internet: ottawa.ca
                                                 32
    Purchasing By-law Review

A recent report to Committee and Council provided
information from both the Bellamy Report and the Federal
Accountability Act with recommendations on the following
subjects:
•   Official Point of Contact
•   Chief Procurement Officer
•   Fairness Commissioners
•   Comprehensive Complaints Process
•   Local Preference
•   Litigation Exclusion

                                                      33
      Official Point of Contact

 The Chief Procurement Officer and/or the
  City’s contact person identified in a formal
  procurement process are the only official
  points of contact for bidders during a City
  procurement process or a complaint thereof.

 Bidders shall not contact either elected
  representatives or other staff regarding that
  bid.
                                                  34
Comprehensive Complaints Process

  Phase I – Debriefing: Complaint must be in writing and vendor must
  first receive a formal debriefing. (Actioned within 5 business days.)

  Phase II – Preliminary Screening: CPO determines the validity of
  complaint within 5 business days.

  Phase III – Formal Panel Review: Panel consisting of the CPO, City
  Clerk and Solicitor and representation from AG Office and Fairness
  Commissioner (if applicable) would review complaint and prepare a
  report to Committee. (Actioned within 20 business days.)

  Phase IV- Committee/Council: Can either ratify, revise or reject the
  Review Panel’s recommendations.


                                                                35
         Litigation Exclusion

The City Treasurer, in consultation with the
City Clerk and Solicitor, now has the delegated
authority to reject a bidder who is engaged in
litigation against the City after considering the
advantages and disadvantages of doing so.




                                                36
  Supply Management Contacts
Greg Elliott, Senior Policy & Purchasing Officer
613-580-2424 ext. 25172 | greg.elliott@ottawa.ca

Will McDonald, Program Manager, Purchasing
613-580-2424 ext. 12407 | will.mcdonald@ottawa.ca

Jeff Byrne, Manager, Supply
613-580-2424 ext. 25175 | jeff.byrne@ottawa.ca



                                                   37
                 In Summary
 Service Excellence is a citizen-centric approach in
  delivering services to the citizens of Ottawa
 Technology Roadmap identifies innovative technology
  investments that result in tangible service improvements
 Challenge to deliver
 Need your help to make it happen
 Clear rules for procurement and engagement
 Questions



                                                        38
             ITS Management Team
Title                                       Name
Manager, Technology Infrastructure          Alain Rochefort

Manager, Client Services                    Deirdre Stirling

Manager, Business Solutions                 Jeff Bumstead

Manager, Enterprise Solutions               Elaine Panke

Manager, IM / IT Architecture & Security    Fraser Hirsch

Manager, Business Technology Architecture   David Johnston



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