Information Systems Corporate Services. Strategic Plan Service Security Value Agility

Transcription

1 Information Systems Corporate Services Strategic Plan Service Security Value Agility

2 Table of Contents 1. Message from IS Manager iii 2. Introduction 4 3. IS Core Business Functions 6 a. Information Technology 6 b. Business solutions 7 c. IS Organizational Chart 8 4. Mission Statement 9 a. Guiding Principles 9 b. Strategic Goals IS Service 12 a. Service management and modernization 12 b. Information sharing IS Secure 13 a. Defense in depth 13 b. Trusted systems 13 c. Awareness and understanding IS Reliable 15 a. Governance 15 b. Practices 15 c. Innovation IS Agile 16 a. Workforce 16 b. Modern workplace 16 c. Collaboration tools Additional Information 18 a. Measurement process - KPI 18 b. Risks and mitigation strategies 18 ii

3 Message from the Information Systems Manager Technology has not slowed down at all and it will continue to change and evolve to keep up with the demands of the industry. Our departments are continuously looking for new and improved ways to provide efficient services to residents and businesses. During the past 15 years, the Information Systems department has evolved gracefully. The realignment of the 2 core business functions; Information Technology (IT) and Business Solutions (BS) allows for better management and therefore better customer service. A number of great projects have been completed within expectations of budget and time. Some examples of these projects are: Open Data Web Map upgrade Service Centre (IT service management) EDRMS (phase 1) Network upgrades Internet tower We, at the County, are fortunate to have dedicated and innovative Information Systems professionals who are constantly striving to grow with the current times and needs. We work hard to provide strategies to better utilize human and material resources to their full potential. Project management, professional development opportunities, succession planning, cross training and asset management are some of the essential ingredients that contribute to our successful strategy. Our strategic goals for the next 3 years, Service, Security, Value and Agility, aim to continue improving our department s contribution. In effort to be in alignment with other government agencies, these goals were adopted from the Government of Canada s Information Technology Strategic Plan with their permission and retrieved from url: Hoping this document is clear to the reader, we welcome any questions and suggestions. Sincerely, Natalia Madden Information Systems Manager iii

4 Introduction The Information Systems department exists to support the organization s Vision Statement (available at: Government County Strategic Plan): The County of Grande Prairie focuses on people, their quality of life and diversity of opportunity while enabling success through cooperation and progressive leadership Information Systems (IS) commits to: Listen: to understand what can be done. Utilizing technology as a method of innovating and improving the effectiveness and efficiency of the services the County offers. Help: to make the County a leader in the use of technology for effective and efficient program delivery. Find solutions: to drive the County to a stronger future with a better ROI. Guided by policies, practices and procedures, IS insures that they are aligned with other County requirements in order to ensure professional and ethical conduct. Polices applicable to IS are: Electronic Devices, , and Internet Use Policy (R1) Freedom of Information and Protection of Privacy Act (FOIP). The department is composed of 12 staff, supporting over 420 devices (including desktops, laptops and tablets), 117 smartphones, 90 virtual servers, several physical servers, over 50 business applications, and a corporate GIS system that includes detailed information on the entire land mass of the County. 117 Smart phones 420 Desktop, laptop, tablet 90 Virtual Servers 5 Physical Servers 50 + Business Applications 100+ GIS Layers Page 4 of 18

5 IS provides services to the two main County Locations with Administration, Public Works, IS and Shop as one location and Community Services, Parks and Agriculture buildings as another location, with an additional 10 branch locations consisting of landfill, shops, resource center, parks, and fire halls. Page 5 of 18

6 IS Core Business Functions Information Systems has TWO core business functions: Information Technology The County has a sizeable investment in technology, and most County employees use this technology every day. Outages are expensive in their overall impact, and can slow or halt service delivery. To minimize these impacts, Information Technology provides the following services: Service Desk Hardware and Software support and procurement (purchasing) Network infrastructure management Security Technology training and consulting Collaborative planning, initiatives and support with regional neighbors Information Technology From left to right: Sophie Mercier, Josh Koop, Erin Hogan, Erik Kisner, and Stacey Dechief Page 6 of 18

7 Business Solutions Technology becomes an investment when it increases productivity and improves decision-making and service-delivery. When an application does not exist on the market, we have the expertise to build our own. Business Solutions provides the following services: Data solutions and development - transforming data into information that is useful and usable for people within and outside the County; data such as reports and graphs that are able to drive decisions. Systems support - designing and enhancing our technology and aligning it with County s objectives. Regional Collaboration - working with local municipalities to share knowledge. Business and Technology Strategic Planning / Project Management - aligning applications with business goals and strategies. Geographic Information System (GIS) Since most service delivery in the County involves the land base and location, the corporate GIS is an important investment. GIS provides the following services: GIS personnel support helping professionals in other departments with GIS focussed tasks. GIS system support ensuring technology meets the needs of the County as well as the public. GIS analytics and reporting enabling spatial data to produce useful reports. Business Solutions and Geographic Information Systems (GIS) From left to right: Glen Kilian, Satbir Singh, Tracy Archibald, Matt Hunt and Kristen Milburn Page 7 of 18

8 IS Organizational Chart Information Systems Manager Natalia Madden Systems Support Coordinator Debbi Ree-Galle Information Technology Services Leader Erin Hogan Business Solutions Leader Tracy Archibald Network Administrator Erik Kisner GIS Coordinator Glen Kilian Service Desk Stacey Dechief GIS Analyst Kristen Milburn Service Desk Josh Koop Business Analyst/Programmer Matt Hunt Service Desk Sophie Mercier Integration Analyst Satbir Singh Page 8 of 18

9 Mission Statement We Listen We Help We Find Solutions Guiding Principles Principle 1: Deliver WOW through service Be a partner of choice for the departments, helping them to succeed by delivering excellent customer service. Build open and honest partnerships and deliver on those partnerships. Principle 2: Embrace and drive change Enable a modern workplace: Anywhere, anytime, with anyone. The County strives to be an organization that provides its people with modern technology and training that supports information sharing and collaboration. This will attract, retain and encourage people to work smarter, greener, healthier and be innovative so that they may better support and enhance the community. Principle 3: Examine options Where a solution to meet a common business need does not exist, we will examine potential solutions; taking into consideration overall cost, ability to meet current and future business requirements, integration with existing solutions and assess internal capacity. Principle 4: Pursue professional growth and learning The County needs to have a professional and competent IS department; one they can have confidence in to deliver quality services in a timely manner. Page 9 of 18

10 Strategic Goals The strategic goals of service, security, value, and agility along with the mission statement set the direction for the Information Systems strategic plan. Strategic Goal #1: Service Innovative and responsive service that meets business needs and enhances the user experience. Adopt emerging technology to improve service delivery Continue County-wide approach to delivering services Provide access to modern self-service tools and applications Strategic Goal #2: Security Ensure a secure and resilient technological infrastructure that enables the trusted delivery of programs and services. Enhance security measures to minimize risk Provide consistent management of technological infrastructure Protect personal and sensitive information Strategic Goal #3: Value Smart investments that are both high in value and cost-effective. Encourage collective use of resources, tools, processes and systems Develop solutions to address common business needs Ensure that information systems and infrastructure can be maintained for the long term Consider open source and cloud options Strategic Goal #4: Agility An agile, connected and high-performing workforce with modern tools. Promote a technologically advanced workplace Attract and retain highly-skilled and diverse talent for all departments Maintain digital literacy and collaboration Page 10 of 18

11 Four key areas of action, IS Service, IS Secure, IS Reliable, and IS Agile, will be the focus of our achievement over the next 3 years and beyond. Each of these four key areas detail the specific actions and activities required to deliver results under the goals of service, security, value and agility. Page 11 of 18

12 Innovative and responsive service that meets business needs and enhances the user experience. IS Service focuses on developing a modern, reliable, interoperable and sustainable infrastructure that allows for secure sharing of information, ultimately resulting in better services for County employees and residents. Legacy systems (existing technology, computer system, or application system) will be monitored to ensure goals are met. Service management and modernization Information Systems is committed to delivering secure and reliable services that meet changing needs and agreed upon expectations. EOC Readiness (BS/GIS) In partnership with GPREP, Regional Fire Service and Protective Services ensuring BS/GIS have the right tools to efficiently assist during emergencies More Info EOC Readiness (IT) Audio and Visual upgrades to meet GPREP requirements Completed June 2017 Payment processor County s cashier will be able to use any County s online application and push walk-ins payment into their active Financial software sessions (FN-AR/CR). Phase 1 Develop integration with Cash receipt system Completed Phase 2 Develop cashier version of payment processor Phase 3 - Integrate online applications with cashier version of payment processor GIS Coordinator IT Leader Replace online shopping cart Build tools to connect online sales to Financial Software (FN-AR/CR) Information sharing The County can create a modern workplace in which employees have the tools needed to keep pace with the expectations of the residents and businesses we serve. Interoperable platforms are the backbone of data and information sharing, analytics and collaboration. Asset management - data integration As per project advances Page 12 of 18

13 Ensure a secure and resilient technological infrastructure that enables the trusted delivery of programs and services IS Secure focuses on protecting sensitive County data and ensuring the public accessing online services can trust the County with their personal information. The strategic actions outlined below align with industry best practices that will support the elimination of active cyber threats on County networks. Defense in depth Information Systems is proactive in maintaining and upgrading our security protocols. Public expectations of making information and data available with online services could risk exposing networks, systems, devices and data, including personal information, to malicious or accidental breaches. Network Infrastructure Audit Review and optimize network configuration and performance. Phase 1 Conduct Audit Phase 2 Implement required changes IT Leader Network Security Assessment Ensuring that the necessary security measures are implemented and integrated into the County's networks. Phase 1 Conduct Audit Phase 2 Implement required changes IT Leader Trusted systems Establishing identity is fundamental to most County interactions that involve exchanging information or permitting access to sensitive resources. Identity management service A trusted digital identity (credential i.e., username and password) where members of the public, staff, and our partners can securely access County services online as well as improve user experience by reducing the need for multiple user ID s and passwords Phase 1 Process Map Phase 2 Implementation Awareness and understanding Page 13 of 18

14 Security is everybody s responsibility. Cataloguing our hardware and software assets enables the County to be more proactive and efficient when responding to threats and attacks. Client Management End-point management (mobile, laptop, desktop, and server), helping IT deliver great service to end-users while minimizing cost, maintaining compliance, and reducing security risks. Some examples: Discover and inventory Software license management Patch installations Remote management Investigate future integration with asset management project. User awareness of cyber threats and risk environment Implementation of educational programs for people, celebrate October cyber security month. Continuing monitoring of the cyber-threat and - risk landscape by implementing software and hardware as required IT Leader IS Manager Page 14 of 18

15 Smart investments that are both high in value and costeffective. IS Reliable addresses the management of Information Systems, ensuring investments are cost-effective, meet strategic priorities, and are delivered in a timely fashion. Governance A plan for the ongoing administration, maintenance and decision making processes that will sustain and guide the priorities and approaches of the department with the goal to improve customer satisfaction. GIS capability maturity level Using the model created by URISA; intended to help identify appropriate components of a capable enterprise GIS and the characteristics of a wellmanaged GIS that maximizes effectiveness and ROI. Phase 1 Data gathering Phase 2 Develop GIS Governance Frame work Phase 3 Develop and implement a Data Management Strategy Practices Methods, procedures, processes or rules followed by the department. GIS Coordinator Develop technological infrastructure map Network architecture What systems are in use? How systems interact? IT Leader Innovation Embraces experimentation and intelligent risk taking, bringing new approaches, which address existing problems and leverage future opportunities. Adoption of Open Government and Open Data Open data is one tool that helps accomplish the goals in Open Government. It is a philosophy that information be made freely available to the public in open, machine-readable formats. Currently, Open data has focused on Spatial data, but there is other information that could be published in an open format. More Info Page 15 of 18

16 An agile, connected and high-performing workforce with modern tools. IS Agile focuses on building a high performing workforce and ensuring that County employees have a modern workplace and the appropriate technical tools. Workforce Successful delivery of services requires a skilled workforce that combines a knowledge of business and technology. Continued investment in career and talent management allows department professionals to keep pace with the speed at which technology is evolving. Workforce strategy planning Revision of this document; roles and responsibilities and active involvement with business units to improve strategic planning process. Completed, now in maintenance mode Enable career development Enable IS professionals to identify knowledge and skills paths and required training. Completed, now in maintenance mode Addition of GIS Analyst In order to fulfill the department s mission and continue supporting the County s vision and values; the Business Solutions unit requires an additional expert to assist with the growing number of Spatial data and mapping requests. IS Manager IS Manager IS Manager Modern workplace Smart technology provides a consistent, accessible workplace experience that will improve collaboration, innovation and mobility in order to deliver better services to the public. IS Manger IT Leader Microsoft Office 365 County license model will move to 365, no significant change for users but an increase on online productivity. Current license expires Dec 2018 Page 16 of 18

17 Collaboration tools Technology that respects County requirements such as accessibility, privacy, security, and information management that will be used to promote the skills and mindset for collaboration. Planning Department Data Assist in creating tools to make this already collected data useful (statistics and automation of processes). Data examples: lot inventory and business list. Fire Department Data Effectively map oil and gas activities FDM input of data FDM analytics of data Web applications Senior driveway snowplow online application Cost Recovery - Local improvements and developer agreements Parks Department Data Horticulture efficiency. Tree inventory and replacement plan (asset management) High performance turf management (asset management) Data collection Air-photo (Orthos) In partnership with the City of Grande Prairie and neighboring towns to acquire 10cm and 40cm airphotos of the region every four years. The city is anticipated to lead this project. GIS Coordinator GIS Coordinator Page 17 of 18

18 Additional Information Measurement process - KPI Order fulfilment cycle time - The time that it takes from a customer placing an order, to the product or service being delivered. Quality index - Is the quality of your goods or services as high as your customers are expecting? Customer Service. Process downtime level - How much time is wasted due to downtime, technical breakdown or staff sickness. Risk and mitigation strategies Risk Lack of capacity (people) There is a risk that the County will not have sufficient capacity to implement the plan. NOTE: additional staff is required in 2018 GIS Analyst Too much to do There is a risk that the plan is overly ambitious and that the County will not be able to absorb all the new work Insufficient funds There is a risk of insufficient funding to implement all strategic actions identified in the plan. Significant cyber event There is a risk that a significant cyber security event could occur, delaying implementation of the plan. Example: encryption or deletion of County s information Mitigation Project waits (priorities) Re-assess the project (ROI) Contract out (Budget) Look at other departments to find help (willing to cooperate) Re-assess priorities and align them with County strategic priorities Re-assess priorities and align them with County strategic priorities Strategic goal #2: Security: Ensure a secure and resilient technological infrastructure that enables the trusted delivery of programs and services. Page 18 of 18