B
USINESS
P
LAN
:
Technology Services
How does this service contribute to the results identified in the City of London Strategic Plan?
A strong economy A vibrant and diverse
community
A green and growing City
A sustainable infrastructure
A caring community Information Technology Services (ITS) enables the service areas, Boards and Commissions to provide hundreds of services to internal and external stake holders effectively, efficiently and economically using information technology. The main purpose of ITS is to ensure that a reliable Information Technology (IT) infrastructure is established, maintained, managed and supported. Without an effective, reliable, resilient, high-performing IT infrastructure and applications, service areas, Boards and Commissions would not be able to provide most of their services. ITS enables service areas with the right technology in the form of tools, services and solutions to improve their business functions and processes. To provide effective and high value IT services, ITS manages and supports thousands of end user devices . The business applications enable data collection, storage and retrieval, business process automation, online service delivery, etc. In addition, these applications also provide business intelligence to make decisions to achieve these objectives. In addition to these services, ITS ensures that collected and stored information is secure and does not get into the hands of unauthorized users. We further assist businesses by providing training, and supporting them in effectively using these tools.
Name the main activities done to provide this service:
Name The Activities Done To Provide This Service How Much Did We Do? (optional)
Is The City Mandated To
Provide This Service?
Can The Level Of Service Be
Changed?
1. Develop and implement IT Strategy to align IT investments with corporate priorities. IT Governance has been put in place to ensure that the IT Strategy is aligned with corporate objectives, and that all IT projects align with the IT Strategy.
Name The Activities Done To Provide This Service How Much Did We Do? (optional)
Is The City Mandated To
Provide This Service?
Can The Level Of Service Be
Changed?
2. Design, develop, maintain and support City of London website. ITS also hosts websites for boards and commissions including police
No Yes
3. Provide IT consultation services to all business divisions, boards and commissions, etc. to analyse their business strategy, goals and objectives and to assist them with developing IT strategy and identify solutions. This also involves assisting them with development of RFQ, RFP, etc. and participating in solution / vendor evaluation process.
No Yes
4. Business Application Support Over 200 applications and
approximately 1,500 forms No Yes
5. Digital Infrastructure – design, implement, manage, maintain and support digital infrastructure which consists of several hundred servers, high capacity storage systems, voice and data network, fibre network, communication technology such as email systems, etc.
- Close to 200 servers, 80 locations and 2500 phones
- Several kilometers of fibre network - Hundreds of routers and switches - Over 2500 email accounts
No Yes
6. Administers mobility services, print services, etc. No Yes
7. Information Security and Risk Management services are provided to protect corporate data and information, and mitigate risks involved with access to data. We also provide spam filtering service.
No Yes
8. End User Device Support – enable users to carry out
administrative and operational functions , access to information, etc.
- 2500 desktops, 800 blackberry, cell phones, air cards
- Hundreds of printers and scanners
No Yes
What is the current state of this service?
Currently ITS delivers reliable and secure IT Infrastructure to over 5,000 end point devices such as desktops, phones, blackberrys, cellphones; over 200 applications; several hundred hours of training in IT tools and applications; over 25,000 hours of ITS staff resources toward IT and business projects; etc. Our infrastructure reliability is 99.99%. ITS is constantly taking measures to improve the reliability and performance to the next level while reducing the cost of keeping the lights on.
Goals
• Deliver a high-quality digital experience for our business and citizens • Manage information technology as a strategic asset for the City of London • Align IT strategy with Corporate Strategy
• Partner with business units to increase their value proposition using IT • Become a service-oriented organization
Strategic Objectives
• Business and service focused technology division
• Effective information management (structured and unstructured) • Effective IT governance
• Effective project and service delivery management • Highly optimized and leveraged IT solutions
• Improved IT processes
• Increased alignment of IT and business • Increased standardization of technology • Innovative business technology solutions • Seamless sharing of data
• Strategic IT investments
• Reliable, redundant, agile & secure IT infrastructure
What Is Driving This Service?
• City of London Strategic Plan
What is the current state of this service? (cont’d)
Challenges and Pressure Points
• Rapid change of technology • Economic downturn
Recent Achievements
• The investments ITS makes in technology directly contributes to achieving these objectives. The investment made in establishing a downtown Wi-Fi has raised the profile of London. This attracts more people to the downtown area and will contribute towards economic growth
• Downtown Wi-Fi. Received an award at MISA • Modernization of Website
• JD Edwards ERP system upgrade
• Client Management System (CMS) for Ontario Works • Technology and process improvements for POA • Electronic Council Agenda and Voting
• Paperless Agenda (Agenda-to-Go)
• Renegotiation of several contracts resulting in cost avoidance
What do you plan to do?
2014
• Modernize network infrastructure
•
Modernize
Server/Storage and Backup/Restore Systems• Implement Enterprise Content Management System (ECM) • Migrate documents from livelink and shared drives to SharePoint • Implement of TOMRMS record management system
What do you plan to do? (cont’d)
2015 – 2018
ITS delivered a three year strategy (2012-2014) to Council in January 2012. ITS has already began working on a new strategy Vision 20/20 to ensure continuous alignment of IT investments beyond 2014. This strategy will encompass a strategic direction and major initiatives to be implemented from 2015 to 2020. The focus of this strategy will be:
• Business intelligence • Master Data Management • Application Rationalization • Leveraging of cloud technology • Mobile Solutions
• Desktop Virtualization • Unified communications • Business Process Improvement
Key Performance Indicators
Description of measure 2012 2013 2014 2015 2016 2017 2018
How Much?
1. Average number of projects to be completed 54 50 50 50 50 50 50
2. Staff hours spent on projects 22,000 30,000 32,000 35,000 38,000 40,000 42,000
How Well?
3. Increase in major systems/network uptime 30% 40% 50% 60% 65% 70% 75% 4. Increase in successful completion of projects 20% 25% 30% 40% 45% 50% 55% 5. Increase in staff time spent with the business
divisions, identifying the business goals/objectives and identifying solutions
30% 35% 40% 45% 45% 50% 55%
6. Increase in number of projects completed 25% 30% 35% 40% 45% 50% 55%
Is Anyone Better Off?
7. Increase in user satisfaction 60% 65% 70% 75% 80% 85% 90%
