Information Technology Master Plan. City of Georgetown, Texas

Transcription

1 Infrmatin Technlgy Master Plan City f Gergetwn, Texas

2 Dcument Infrmatin and Revisin Histry Vers in Date Authr(s ) R evis in Ntes /18/2009 Bill Llyd Initial Dcument /19/2009 Bill Llyd Editing revisin 3.0 1/21/10 Bill Llyd Editing revisin Westin Engineering, Inc Elm Street, Suite 3750 Dallas, TX Telephne: Web Address: City f Gergetwn Infrmatin Technlgy Master Plan 2

3 Table f Cntents 1. Executive Summary Prject Backgrund Backgrund f Change IT Master Plan Objectives Key Strategies Technlgy Visin Statement Gal #1: The City f Gergetwn will prvide inter-rganizatin autmated business prcesses t meet internal needs Gal #2: The City f Gergetwn will prvide an enterprise-wide IT supprt rganizatin t identify new technlgy needs and requirements thrughut the City Gal #3: The City f Gergetwn will prvide slutins that supprt enterprise infrmatin integratin and cmpatibility with existing and planned technlgy Gal #4: The City f Gergetwn will prvide a single pint f access integrated with varius systems giving every user the infrmatin they require The Prgram Plan Organizatin and Peple Prjects Technlgy Prjects Applicatin Prjects Quick Win Prjects Departmental Applicatins Prjects Expected Benefits Appendices Assessment Overview Prgram Elements Prgram Timeline Prgram Csts Glssary City f Gergetwn Infrmatin Technlgy Master Plan 3

4 February 3, Executive Summary Prject Gals The gal f this prject is t define the City f Gergetwn s infrmatin technlgy visin and t better align its technlgy activities with its business strategies thrugh the develpment f an Infrmatin Technlgy (IT) Master Plan. T imprve and mre effectively deal with its business challenges, the City f Gergetwn ( the City r Gergetwn ) is seeking t define and articulate its infrmatin technlgy visin and better align its technlgy services with its business strategies. Achieving efficiency within a diversified and cmplex rganizatin requires meaningful integratin f infrmatin and practices thrughut the rganizatin thereby eliminating redundant, inefficient infrmatin sils. T achieve these bjectives, the City f Gergetwn engaged Westin Engineering, Inc. ( Westin r the Cnsultant ) t address the City s needs fr: Aligning its IT with the City s missin, visin, gals and bjectives Defining a strategic directin and implementatin plan fr IT prjects Recmmending best practices fr managing IT investments, including taking advantage f existing IT investments Identifying the key strategies fr rganizatinal and staffing structures t supprt IT Integrating IT and business prcesses acrss the City. The resulting plan includes recmmended rganizatinal changes, technlgy implementatin prjects, business prcess imprvements, an implementatin schedule, and expenditures that will be required ver the next five years t execute the plan. Westin s apprach included assessing the City s needs and identifying imprvement pprtunities, frmulating an IT strategic directin and gals, develping imprvement prject plans, and preparing this IT Plan. This apprach was fcused n ensuring a high level f stakehlder buy-in and understanding thrughut the prcess, which will supprt successful IT planning nw and in future years. A principal bjective f the apprach has been t cnstruct an IT Plan that can be endrsed, adpted and executed t achieve Gergetwn s gals. T develp stakehlder buy-in thrughut the planning prcess, it was essential that City staff at all levels f the rganizatin had an pprtunity t participate in a meaningful and significant manner. This level f inclusiveness was accmplished by interacting wrking clsely with the City s IT Steering Cmmittee thrughut the planning prcess. The IT Steering Cmmittee was established by City management t unite technlgy gals and strategies acrss the City. This City f Gergetwn Infrmatin Technlgy Master Plan 4

5 February 3, 2010 cmmittee is empwered t review infrmatin technlgy related plicies and resurce allcatin fr purpses f prviding recmmendatins t City management in the fllwing areas: 1. Imprving rganizatinal efficiency and effectiveness thrugh technlgy; 2. Develping, updating, and implementing the IT Master Plan; 3. Aligning prpsed technlgy expenditures with guidelines set frth in IT Master Plan; 4. Reviewing general technlgy issues and best practices; 5. Identifying and addressing technlgy needs f individual departments and divisins. Visin fr the Future The develpment f the City s IT Master Plan was guided by the City s Visin Statement fr using technlgy, which was develped by the City s IT Steering Cmmittee. The resulting Technlgy Visin Statement is as fllws: The City f Gergetwn will be a mdel fr utilizing infrmatin technlgy t supprt the City s business prcesses, deliver services t its citizens, and empwer its custmers t interact with varius departments thrugh a single Prtal t facilitate ne-stp services by: Prviding inter-rganizatin autmated business prcesses t meet internal needs; Prviding an enterprise-wide IT supprt rganizatin t identify new technlgy needs and requirements thrughut the City; Prviding slutins that supprt enterprise infrmatin integratin and cmpatibility with existing and planned technlgy; and Prviding a single pint f access integrated with varius systems giving every user the infrmatin they require. The City s IT Steering Cmmittee frmulated strategies that elabrate upn each f the fur gals articulated in the Technlgy Visin Statement. These strategies and the resulting recmmendatins are described in Sectin 3 f this reprt. The strategies, in turn, guided the selectin f implementatin prgram elements. This IT Master Plan aligns with the verall effective gvernance idea f the Gergetwn 2030 Cmprehensive Plan, which fcuses n ensuring a high level f respnsiveness t its citizens by exercising visinary leadership in planning fr the future. The 2030 Cmprehensive Plan cntains the City Cuncil s plicies fr grwth, develpment, and beautificatin f the future city limits and extra territrial jurisdictin area f the city limit area. Assessment At the utset f the engagement, the Cnsultant assessed the City s existing technlgy resurces, their supprt fr the City s business needs, and future technlgy requirements. These assessments determined the Gap between the current state and future requirements in the dimensins f Organizatin and Peple, Applicatins and Integratin, Data, and Technlgy. City f Gergetwn Infrmatin Technlgy Master Plan 5

6 February 3, 2010 These dimensins prvide the cntext fr successful implementatin f enterprise sftware applicatins. The mst significant findings frm the assessment were as fllws: The scpe f services perfrmed by the City s IT Department did nt include many services that are essential fr cnsistently delivering successful technlgy prjects and supprt. In respnse, ther City Departments were planning prjects, acquiring slutins, and implementing systems with little r n supprt frm the IT Department, resulting in sils f prcesses, technlgy, and data. The City s IT Steering Cmmittee is a first step in City-wide crdinatin f technlgy expenditures and directin, but this Cmmittee s gvernance rles and respnsibilities have nt yet been established. Users f mst City applicatins cannt access data r services frm ther City peratinal applicatins, resulting in cnsiderable redundant entry and strage f infrmatin. A number f departments have similar business needs, which can be addressed by enterprise slutins (as ppsed t separate departmental applicatins). In its current cnfiguratin, the City s InCde applicatin suite used fr finance, custmer infrmatin, and ther peratinal areas is nt capable f supprting the City s future needs. The City s gegraphic infrmatin systems (GIS) prgram is well structured, and reaching a level f maturity at which this resurce can be leveraged t spatially enable a number f ther key enterprise and departmental systems. The City des nt treat its data as an enterprise asset, nr des it have any enterprise data management, dcumentatin, r specialists. The details f the Assessment are dcumented in the Appendix t this reprt, Sectin 6.1. This prject als included a detailed assessment f the City s Nvell netwrk, a detailed assessment f the City s GIS resurces and spatial infrmatin needs, and develpment f a strategy fr Disaster Recvery planning. Detailed recmmendatins in these three areas have been prvided t the City separately frm this IT Master Plan. Prgram Elements The IT Master Plan includes a number f initiatives which have been gruped int the areas f rganizatin and peple, technlgy, applicatins, quick wins, and departmental. The implementatin prgram is designed as a five year cmmitment, with an verall schedule and budget estimate. Fr each individual prject, its Scpe, Expected Benefits, Duratin, Cst Estimates, and Interdependencies with Other Prjects has been dcumented. The prjects are listed belw, and summarized in Sectin 4 f this reprt. The detailed prject descriptins are included in the Appendix t this reprt, Sectin 6.2. Organizatin and Peple Prjects Technlgy Imprvement Prgram Management. This prject sets in place City f Gergetwn Infrmatin Technlgy Master Plan 6

7 February 3, 2010 the prgram management framewrk recmmended fr successfully implementing the rganizatinal, technlgy, and applicatins prjects recmmended in the IT Master Plan. IT Department Organizatin and Management Initiatives. This prject expands the City IT Department scpe f services and implements a new IT Department staffing mdel, rles, respnsibilities, skills, and training. T meet the City s future technlgy requirements, the IT Department skills will include business analysis, database administratin and management, and assuming the City s existing GIS staff and their activities. IT Gvernance. This prject establishes rles and respnsibilities fr the City s IT Steering Cmmittee t make technlgy decisins and plicies. Supprt fr Implementatin f Departmental Applicatins. This prject will implement a new supprt mdel f ther City Departments technlgy prjects. Technlgy Prjects Netwrk Transitin t Active Directry. This prject, which is already in prcess, will migrate the City s netwrking infrastructure frm the current Nvell netwrk t a netwrk managed using Micrsft s Active Directry, prviding the City with increase capabilities and a wider range f available cmmercial ff-theshelf (COTS) sftware. Enterprise Data Architecture. This prject is designed t structure data resurces t minimize data redundancy, facilitate applicatin integratins, and enable staff t btain required data frm a single surce. Standardize Desktp and Strage Management. Standardizatin f desktp cnfiguratins will increase reliability, imprve help desk effectiveness, and assure sftware license cmpliance. Disaster Recvery and Business Cntinuity Planning. This prject includes reviewing scenaris, perfrming risk assessments, establishing pririties, develping recvery strategies, dcumenting, testing, verifying, and implementing a technlgy disaster recvery plan. and Calendaring Platfrm. The City will bring all users t the same versin f its Ltus Ntes system, and will evaluate the business case fr replacing this applicatin. Enterprise Infrmatin Prtal. This prject will design and implement a Citywide infrmatin prtal strategy, including an emplyee versin fr the City s Intranet and additins t the City s citizen-facing presence thrugh varius Internet channels. Applicatins Prjects Custmer Infrmatin System, Advanced Metering Infrastructure, and Public Safety Cmputer Aided Dispatch and Recrds Management System. These implementatin prjects were already cmmitted prir t the IT Master City f Gergetwn Infrmatin Technlgy Master Plan 7

8 February 3, 2010 Plan. Financial Management System. This prject will implement an integrated suite f Financial Accunting applicatins (including Payrll) t replace the City s existing InCde system. Asset Management System. An enterprise asset management system will be implemented fr use by Water Services, Electric Transmissin and Distributin, Streets, Parks, and Facilities Cnstructin and Maintenance. Human Resurces System. An integrated suite f Human Resurces applicatins will be implemented t replace the City s existing InCde system. Recrds Management and Dcument Management System. This prject will implement Electrnic Dcument Management System technlgy and prvide supprt t the City-wide Recrds Management prgram. Master Address Validatin. This prject will implement technlgy, prcedures, and integratin t validate all situs address entries in multiple City applicatins against the City s master address list. GIS Integratin. This prject will spatially enable several f the City s technlgy systems by integrating them with the capabilities f the City s gegraphic infrmatin system. Electric Wrk Management System. This prject will build upn the capabilities f the Enterprise Asset Management System t prvide Electric Services with additinal Wrk Management System functinality. Land Develpment Management System. This prject will implement an integrated applicatin that tracks the entire land develpment prcess frm applicatins thrugh Certificates f Occupancy. Perfrmance Measurement System. This prject will implement an enterprise Perfrmance Measurement System, including integrating with existing peratinal applicatins and reprting City-wide perfrmance bjectives. Quick Wins A number f desired prjects are included in the IT Master Plan as Quick Wins. Quick Wins are defined as beneficial prjects that can be accmplished in parallel t the majr technlgy prjects recmmended in the IT Master Plan, withut detracting frm the City s fcus n the prgram. These prjects are beneficial, have small resurce needs, a lw degree f difficulty, cmply with City technlgy standards, and d nt interfere with executing IT Master Plan prjects. Departmental Applicatin Quick Wins A number f departments have business needs fr enhancements t existing applicatins. The City IT Department s new supprt mdel is designed t supprt these departmental applicatins, including implementatin f the pending City f Gergetwn Infrmatin Technlgy Master Plan 8

9 February 3, 2010 enhancements and prviding nging supprt. Prgram Schedule The list f recmmended prjects must each be executed in an rganized and prgrammatic manner that reflects the prject dependencies and the City s capacity cnstraints. The Technlgy Prgram implementatin schedule is designed t reflect City users ability t absrb new technlgy and related business prcess imprvements, as well as the IT Department s capacity t supprt these effrts. The schedule belw represents a high-level radmap rganized by quarter within each fiscal year fr the next five years. Fr each fiscal year, it is recmmended that mre detailed tactical plans, scpes f wrk, budgets, and schedules be develped fr the City f Gergetwn technlgy imprvement prgram. The implementatin schedule presents each prject and the fiscal quarter in which it is scheduled t be active. The clr cding indicates the Phase f the System Implementatin Life Cycle which will be taking place, as fllws: Yellw Plan, define, and design/select Orange Cnstruct, deply Grey Supprt, enhance Blue Multi-year deplyments and/r enhancements f existing applicatins The City f Gergetwn technlgy imprvement prgram schedule is illustrated n the fllwing page. City f Gergetwn Infrmatin Technlgy Master Plan 9

10 February 3, 2010 City f Gergetwn Infrmatin Technlgy Master Plan 10

11 February 3, Prject Backgrund The gal f this prject is t define the City f Gergetwn s infrmatin technlgy visin and t better align its technlgy activities with its business strategies thrugh the develpment f an Infrmatin Technlgy (IT) Master Plan. This plan includes recmmended rganizatinal changes, technlgy implementatin prjects, business prcess imprvements, and expenditures that will be required ver the next five years t execute the plan Backgrund f Change The impetus fr this IT Master Plan is a result f strategic challenges t the City, riginating bth externally and internally. Many f Gergetwn s external business challenges are similar t thse facing numerus lcal gvernments tday. These external business drivers include the fllwing: 1. Changing ecnmic cnditins. The current decrease in ecnmic activity has impacted sales tax and ther revenue surces. Reduced real estate prices have impacted prperty values and ad valrem tax revenue. The reduced rate f grwth in the City has caused a decrease in impact fees and ther grwth-related revenues. As a result, the City needs t reduce csts and/r deliver mre service fr the same budget. 2. State and Federal regulatry mandates. New and anticipated unfunded mandates cntinue t increase the services prvided by lcal gvernments. 3. Increasing custmer expectatins. Citizens expectatins fr service levels are set by their interactins with ther service rganizatins, which cntinue t raise the bar fr imprving custmer service levels. 4. Fcus n cnservatin and being green. Envirnmental awareness, sustainability, and cnservatin are permanent changes in the way all public sectr rganizatins d business. 5. Utility deregulatin. The electric utility industry in Texas is less regulated than in mst f the United States, resulting in significant pprtunities and challenges fr Cities like Gergetwn that prvide electric utility services. 6. Changing wrkfrce. As significant numbers f baby bm generatin emplyees retire, their knwledge f the City and skills must be cnveyed t new staff members. 7. Aging infrastructure and stewardship f public assets. Streets, electric, water, sewer, buildings, parks, and ther public infrastructure require significant maintenance thrughut their life cycle, and eventual replacement. In additin, the City has experienced substantial grwth prir t the recent ecnmic dwnturn, bringing rapid change, new demands fr City services, and resulting wrklad increases fr staff. The fllwing internal drivers fr change are a result f the grwth experienced by Gergetwn: 1. Citizens and their expectatins. The peple mving t Gergetwn are abve average in incme and educatin, as well as many retirees. They expect high service levels and gd custmer service in all encunters with their City gvernment. City f Gergetwn Infrmatin Technlgy Master Plan 11

12 2. Vlume f transactins. As the City s ppulatin has increased gemetrically, the number f transactins handled by the City staff has als increased gemetrically. 3. Business prcesses must change. When there were few enugh City wrkers that they all knew each ther, infrmal business prcesses wrked. In a much larger rganizatin, ptimized business prcesses supprted by technlgy are necessary. 4. The 2010 Census is expected t cnfirm that Gergetwn s ppulatin exceeds 50,000. This will result in the City gvernment taking n new respnsibilities, including btaining an NPDES permit fr strm drainage and taking ver maintenance f traffic signals that are currently the respnsibility f the State f Texas (quadrupling the number f signals maintained). The situatin presents significant pprtunities fr imprved efficiencies f peratins, which can best be achieved thrugh an integrated, City-wide technlgy planning apprach. This plan must address City-wide requirements and the Departments individual needs, as well as incrprate necessary linkages t critical infrmatin technlgy and business prcess activities thrughut the City gvernment. The City has identified a number f bjectives fr emplying infrmatin technlgy. These bjectives are aligned with the City s needs t imprve perfrmance in respnse t the external and internal drivers listed abve. The City will apply infrmatin technlgy: T imprve custmer service internally and externally T deliver municipal services as cst effectively as pssible T imprve decisin supprt fr managers and staff T deliver the right infrmatin in a timely manner t managers and staff regardless f where they are lcated T cntrl peratins, especially in the field T implement enterprise perfrmance measurement T imprve teamwrk thrugh the use f technlgy fr cmmunicatin, crdinatin, and decisin supprt The City has respnded t these drivers by cnducting an infrmatin technlgy strategic planning study. The resulting IT Master Plan was intended t serve as the fundatin fr every future infrmatin technlgy initiative. Achieving the City s technlgy bjectives requires meaningful integratin f infrmatin and practices thrughut the rganizatin thereby eliminating redundant, inefficient infrmatin sils. The planning prject included develping a thrugh understanding f specific business drivers, rganizatinal challenges, visins, bjectives, and existing infrmatin resurces. The planning prject will als sught t achieve a high level f stakehlder buy-in and understanding thrughut the prcess, which supprts successful IT planning nw and in future years IT Master Plan Objectives Driven by these external and internal factrs, the City identified a number f bjectives fr this IT Master Plan. The prject apprach and wrk plan have been frmulated t achieve the fllwing bjectives: 12

13 Assessment f existing technlgy uses and practices. Assessment f the IT staff resurces and gvernance structures. Identificatin f City-wide business needs fr applying technlgy. Definitin f the IT Steering Cmmittee s structure t mst effectively address City infrmatin management needs and recmmendatins. Develpment f strategies t achieve City gals and pririties. Recmmendatin f specific immediate and lng-term prjects. Organizatin f these prjects int a technlgy plan t attain the City s bjectives fr using technlgy. The City f Gergetwn has cmmissined the prfessinal cnsulting services f Westin Engineering, Inc. ( Westin ) t assist in develping the IT Master Plan. Westin s apprach, which has prven effective in numerus ther lcal gvernments, prvides the framewrk fr realizing the value f infrmatin technlgy and system investments including business perfrmance mnitring and reprting, imprving business prcesses, infrmatin and knwledge sharing, resurce crdinatin, and financial/cst analysis. T supprt its effrt t imprve and t mre effectively deal with its business challenges, the City is seeking t define and articulate its infrmatin technlgy visin and better align its business applicatins and technlgy management with the needs f the business. The IT Master Plan is expected t be a catalyst fr enhancing the City s technlgy capabilities in supprt f its effrts t drive perfrmance imprvement strategies, cre business effectiveness, peratinal efficiency, enterprise asset management, and custmer service respnsiveness. The develpment f an IT Master Plan prvides the fundatin fr the fllwing: Ensuring supprt fr accurate and timely infrmatin with regard t key business perfrmance metrics. Aligning infrmatin management technlgies and applicatins with the City s missin, visin, and perfrmance strategies. Enabling business prcess imprvements thrughut all City Departments and Divisins. Helping t sustain cntinuus imprvement including imprvements t asset management, regulatry management, and financial management prgrams. Defining a strategic directin and plans fr infrmatin management applicatins prjects. Integrating infrmatin management technlgies and applicatins with City business prcesses t drive cntinuus perfrmance imprvement thrughut the City f Gergetwn. This prject als included a detailed assessment f the City s Nvell netwrk, a detailed assessment f the City s GIS resurces and needs fr spatial infrmatin, and develpment f a strategy fr Disaster Recvery planning. Detailed recmmendatins in these three areas have been prvided t the City separately frm this IT Master Plan. 13

14 3. Key Strategies The develpment f the IT Master Plan was guided by (1) the City s Visin Statement fr using technlgy, and (2) a set f strategic recmmendatins. Bth f these were develped by the City s IT Steering Cmmittee, facilitated by Westin s cnsulting team. This prcess integrated enterprise and departmental imprvement pprtunities t prduce a set f strategies that guided selectin f implementatin prgram elements Technlgy Visin Statement The City s IT Steering Cmmittee defined the fllwing visin fr utilizing infrmatin technlgy: The City f Gergetwn will be a mdel fr utilizing infrmatin technlgy t supprt the City s business prcesses, deliver services t its citizens, and empwer its custmers t interact with varius departments thrugh a single Prtal t facilitate ne-stp services by: Prviding inter-rganizatin autmated business prcesses t meet internal needs; Prviding an enterprise-wide IT supprt rganizatin t identify new technlgy needs and requirements thrughut the City; Prviding slutins that supprt enterprise infrmatin integratin and cmpatibility with existing and planned technlgy; and Prviding a single pint f access integrated with varius systems giving every user the infrmatin they require. The fur gals articulated in the Technlgy Visin statement will be elabrated upn in the frmulatin f strategies Gal #1: The City f Gergetwn will prvide inter-rganizatin autmated business prcesses t meet internal needs. This gal is addressed by imprving business prcesses; managing the justificatin, selectin, and deplyment f prjects; and managing data like the valuable City resurce that it is. Strategies: Manage data and ther IT resurces as enterprise resurces Emphasize multiple uses f data that is entered ne time Prvide single integrated view f custmer interactins acrss all City departments Prvide skills fr system develpment elements such as requirements gathering Implement prcess fr justifying new applicatins r prcess imprvements thrugh business case that dcuments business needs Implement change management prcesses within City Recmmendatins: Establish prject management standards and prcesses City f Gergetwn Infrmatin Technlgy Master Plan 14

15 Establish a standard prcess fr sftware selectin Establish standard prcesses fr technlgy prject management, sftware implementatin, deplyment, change management, cnfiguratin management, and supprt Perfrm prject planning, scheduling, estimating, budgeting, tracking, and staff crdinatin Cmply with and supprt City-wide Prgram Management Office standards and practices Dcument existing data resurces Develp an enterprise data mdel, including a data dictinary, t capture infrmatin needs thrughut the City and t guide the implementatin and integratin f new infrmatin management systems. Define practices fr data reuse and availability, including security, naming cnventins, metadata, dcumentatin f expected update frequency, dcumentatin f expected quality and accuracy, and recrds management Define current and future (needed) data flws amng data resurces As new systems are implemented, develp a centralized data repsitry fr reprting and histric trend analysis. Integrate data stewardship practices int all IT activities Gal #2: The City f Gergetwn will prvide an enterprise-wide IT supprt rganizatin t identify new technlgy needs and requirements thrughut the City. This gal is primarily addressed by recmmendatins regarding the IT Department s scpe f services, and ther rganizatinal and peple-related issues. Strategies: Define services prvided by IT Department Establish Business Analyst team within IT Department Prvide training in business analysis and City prject justificatin methdlgies t designated department staff Acquire database administratin skills Establish rganizatinal change management capability Recmmendatins: Braden the IT Department s scpe f services t include: Business analysis and business prcess design Requirements gathering Technlgy selectin and cntracting City f Gergetwn Infrmatin Technlgy Master Plan 15

16 Packaged sftware cnfiguratin and integratin Implementatin prject management Technlgy standards, plicies, and enfrcement Develp and implement staffing mdel, rles and respnsibilities Training in and acquisitin f skills in additinal technlgy areas Reprting supprt fr key applicatins Establish a standard prcess fr sftware selectin Establish standard prcesses fr departmental technlgy prject management, sftware implementatin and deplyment Develp and implement a new rganizatinal service mdel fr technlgy supprt t ther City Departments Implement prject management best practices, methdlgy, prcesses and prcedures Implement sftware develpment life cycle prcesses Implement perfrmance metrics including cst metrics fr City IT 3.4. Gal #3: The City f Gergetwn will prvide slutins that supprt enterprise infrmatin integratin and cmpatibility with existing and planned technlgy. This gal is primarily addressed by recmmendatins regarding IT Gvernance within the City gvernment. Strategies: Define rles, respnsibilities, and bylaws f the IT Steering Cmmittee Implement a prcess fr making decisins n investing in technlgy Develp and adhere t technlgy standards and plicies Manage IT prcurements in a cnsistent, crdinated manner Develp and utilize standard IT prcurement requirements, including standards and acceptance testing Recmmendatins: Recnfigure the existing IT Steering Cmmittee and define its rles, respnsibilities, and bylaws fr IT gvernance and executing the City s technlgy visin; these may include the fllwing: Setting plicies Managing the City s prtfli f existing and prpsed applicatins Allcating resurces Cmmunicating technlgy issues t the custmer rganizatins Oversight, guidance, and barrier remval t supprt successful prject delivery City f Gergetwn Infrmatin Technlgy Master Plan 16

17 Executive decisins n prgram risks, issues, and scpe changes that are escalated t this level Defining perfrmance bjectives fr technlgy investments & measure utcmes against bjectives Perfrming the necessary planning t address integratin and emerging technlgies Peridically updating the technlgy strategic plan Mnitr IT Department perfrmance metrics including cst metrics Identify the rles, respnsibilities, and relatinships fr City staff and rganizatins perfrming technlgy functins utside the City IT Department 3.5. Gal #4: The City f Gergetwn will prvide a single pint f access integrated with varius systems giving every user the infrmatin they require. This gal is primarily addressed by recmmendatins regarding Integratin and decisin supprt (bth f which require the data management recmmendatins under Gal #1), and desktp standardizatin. Strategies: Determine needs f users Implement upgrades t existing systems r replacements t supprt enterprise integratin, as needed Develp Web-based applicatins fr cnslidating data int easily understd summaries f activity, fr public and staff Use gespatial data t tie business prcesses tgether acrss the enterprise Wrk t reduce existing data sils and minimize creatin f any additinal nes Develp techniques fr pling data frm multiple systems int a seamless-appearing data resurce fr querying and reprting Expand access t query and analysis tls fr end-users Develp apprpriate metadata fr systems t guide end users in selecting the crrect data t meet their needs Standardize desktp setups and cnfiguratins, and catalg the applicatins that individuals have n their desktp cmputers Recmmendatins: Develp and implement a new rganizatinal service mdel fr technlgy supprt t ther City Departments, including Departmental applicatins Implement prject management best practices, methdlgy, prcesses and prcedures Develp capabilities t supprt integratin f GIS with multiple applicatins as the need and capability fr such integratin arises, thru maximizing the reusability f integratin City f Gergetwn Infrmatin Technlgy Master Plan 17

18 tls Build upn initiatives in data architecture, perfrmance measurement, and recrds and dcument management t develp an enterprise infrmatin prtal that serves the infrmatin needs f staff and citizens, Adpt plicies fr desktp and strage management imprvements Desktp and laptp standardizatin Streamlined PC cnfiguratins Strage management standards Administrative management f desktps and laptps Incident management prcedures, tls, reprting, and metrics Sftware license inventry Sftware license management prcedures and tls City f Gergetwn Infrmatin Technlgy Master Plan 18

19 4. The Prgram Plan The City s existing technlgy resurces, their present supprt f business needs, and future business requirements fr technlgy were assessed alng the fllwing dimensins: Organizatin and Peple Services Organizatin Gvernance Persnnel Managing Change and Uncertainty Applicatins and Integratin Data Technlgy Physical Assets Security All f these dimensins must be managed t assure successful achievement f the City s IT Visin and the Strategies identified abve. The Assessment Findings are summarized in the Appendix t this reprt, Sectin 6.1. The Prgram Plan was develped t implement the IT Visin and the Strategies identified abve. This plan is designed t be implemented as a Prgram, which cntains an integrated set f identified and priritized prjects. Prgram management cnsists f a dedicated staff with an enterprise perspective using prven methdlgies t implement the prjects, business prcess imprvements, and integratins recmmended in this plan. Prgram management is successful in executing cmplex, multifaceted effrts because f its: Fcus n the verall technlgy visin and n addressing the City s business needs Central management f all related prjects, business prcesses, and integratin activities Applicatin f ALL the resurces and skills needed t successfully achieve the business bjectives fr technlgy investments Minimizing trial and errr, resulting in faster realizatin f tangible business benefits. The descriptin f Technlgy Imprvement Prgram Management (in Sectin 4.1 belw and in mre detail in Sectin 6.2) prvides additinal infrmatin n implementing this Prgram Plan. A summary f the prjects in the Prgram Plan is prvided belw. Detailed descriptins f each prject s scpe, benefit types, utcmes, dependencies, and duratin are included in the Appendix t this reprt, Sectin 6.2. The verall IT Master Plan is divided int five areas, all f City f Gergetwn Infrmatin Technlgy Master Plan 19

20 which are critical t the success f the prgram: (1) Organizatin and Peple, (2) Applicatins, (3) Technlgy, (4) Quick Wins, and (5) Departmental Applicatins. The prjects that are summarized belw are gruped int these areas, which will run cncurrently during thrughut the five year planning perid fr this prject Organizatin and Peple Prjects Technlgy Imprvement Prgram Management. The executin f an IT Master Plan requires the applicatin f Prgram Management principles. By adpting Prgram Management principles, tp perfrming lcal gvernments have been able t implement the integrated slutins identified in IT Master Plans and drive significant business perfrmance imprvements. The standard definitin f Prgram Management is the centralized crdinated management f a prgram t achieve the prgram s strategic benefits and bjectives. The respnsibilities f Prgram Management include prviding effective cmmunicatins, prgram mnitring, and budget cntrl. Prgram Management als implements cnsistent change and risk management, and establishes cmmn prgram management tls, plicies, and prcedures. IT Department Organizatinal and Management Initiatives. This prject addresses the scpe f services prvided by the City s IT Department, rganizatinal relatinships, persnnel resurces, and managing change and uncertainty. The prject s bjectives include bradening the IT Department s scpe f services t supprt best practices in designing, selecting, cntracting fr, and implementing applicatins. These best practices include business analysis and design, requirements gathering, package cnfiguratin and integratin, deplyment, and implementatin prject management. The IT Department will adpt a System Develpment Life Cycle f planning, defining, designing, cnstructing, deplying, and supprting systems. Management initiatives include develping and enfrcing the City s technlgy standards and plicies, supprting City departments applicatins, and initiating IT Department perfrmance metrics. This prject als includes implementing a new IT Department staffing mdel, rles, respnsibilities, skills, and training, and an enhanced rganizatinal mdel fr serving ther City Departments technlgy needs. As an rganizatin, the IT Department team will include a different cmpsitin f skills, adding business analysis, database administratin and management, and assuming the City s existing GIS staff and their activities. Of particular significance will be the establishment f business analyst psitins, wh will supprt ther City Departments with business prcess analysis, business requirements definitin, system selectin assistance, and deplyment supprt. IT Gvernance. This prject will build upn the City s experience with its IT Steering Cmmittee t establish a permanent structure fr allcating and priritizing the City s technlgy investments. This will include recnfiguring the existing IT Steering Cmmittee and defining its rles, respnsibilities, and bylaws fr perfrming IT gvernance and executing the City s technlgy visin. Example rles include setting plicies, priritizing ptential prjects and City f Gergetwn Infrmatin Technlgy Master Plan 20

21 activities, allcating resurces, cmmunicating technlgy issues t ther City departments, remving barriers t successful prject delivery, and making executive decisins n prgram risks, issues, and scpe changes that are escalated t this level. The resulting IT gvernance bdy will als identify the rles and respnsibilities related t technlgy fr ther peple and rganizatins in the City, and will mnitr the IT Department s perfrmance metrics. Supprt fr Implementatin f Departmental Applicatins. This prject will implement a new supprt mdel fr ther City Departments technlgy prjects. Standard services t be prvided in supprt f technlgy implementatins will include IT Department assistance in business analysis and prcess design, requirements gathering, technlgy selectin and cntracting, Cmmercial Off-the-Shelf (COTS) sftware cnfiguratin and integratin, and implementatin prject management. The IT Department s assistance will als include ensuring that Department technlgy activities carry ut the City s technlgy standards and plicies, and prviding supprt and administratin f the resulting systems. These services will be applied t the fllwing Departmental applicatin prjects: Recreatin applicatin upgrades Library Operatins applicatin upgrades Library Citizen Technlgy Services upgrades Prject Dcumentatin Management applicatin upgrades Municipal Curt applicatin upgrades Traffic Cunts applicatin upgrades Digital Sewer Line TV Inspectin upgrades 4.2. Technlgy Prjects Netwrk Transitin t Active Directry. This prject (which has already begun) will migrate the City s netwrking infrastructure frm the current Nvell netwrk t a netwrk managed using Micrsft s Active Directry (AD) prduct. A design specificatin fr implementing Active Directry has been develped as part f the IT Master Plan activities. This design, which will be implemented during this prject, cnsiders the City s current and anticipated technlgy prjects. Enterprise Data Architecture. Data is a critical resurce within any rganizatin. T achieve the maximum value frm each element f infrmatin, it must be designed fr reusability by multiple applicatins within the enterprise. The gal f this prject is t design a data architecture that structures data resurces and infrmatin systems t capture a data element in a single authritative surce, and prvide efficient linkages amng systems such that data can flw frm the surce t all cnsuming systems and users. This prject will emply a cmbinatin f business and technical standards and practices, which must be implemented thrughut the City rganizatin t achieve the gals described abve. Standardize Desktp and Strage Management. The City s IT Department cannt prvide ptimum supprt fr an unlimited variety f different applicatins, versins, and cnfiguratins amng City-supprted desktp and laptp cmputers. This prject will implement desktp City f Gergetwn Infrmatin Technlgy Master Plan 21

22 standardizatin and strage management initiatives designed t increase the efficiency and effectiveness f help desk and data center peratins, resulting in increased reliability and imprved help desk service. Other key prject activities by the IT Department will include initiating administrative management f the City s desktps and laptps; implementing tls, prcedures, and metrics t reprt n incidents; cntinuing its server virtualizatin activities and investigating desktp virtualizatin ptins; cmpiling an inventry f the City s sftware licenses; and implementing tls t manage sftware license cmpliance. Disaster Recvery and Business Cntinuity Planning. The disaster recvery plan apprach and elements develped during the IT Master Plan will prvide the framewrk fr the develpment f the City s IT Disaster Recvery Plan. In additin, the business pririty cmpnents f a Business Cntinuity Plan will be defined t drive the IT Disaster Recvery planning activities. This prject will include reviewing varius scenaris, perfrming risk assessments, establishing pririties, develping recvery strategies, dcumentatin, testing, verificatin, and implementatin f the plan. and Calendaring Platfrm. During this prject, the City will determine whether t imprve r replace its existing Ltus Ntes system fr and calendaring. At the least, all users will be brught n t the same versin f Ltus Ntes, and enhanced tls fr , calendaring, and ther ffice prductivity functins will be deplyed. Ltus Ntes will als be integrated with Active Directry, and extended t supprt the City s mbile devices. It is anticipated that in apprximately 3 years, the City will re-examine the business case fr pssibly replacing Ltus Ntes. Enterprise Infrmatin Prtal. This prject will design and implement a City-wide infrmatin prtal strategy, incrprating an emplyee versin fr the City s Intranet and additins t the City s citizen-facing presence thrugh varius Internet channels. It will build upn this plan s enterprise data management recmmendatins and business intelligence technlgy, and will have the bjective f prviding every emplyee with the infrmatin needed t perfrm his/her jb, where, when, and in the frmat required, given security privileges. The public prtal will rganize publicly-available data t increase usability and gvernmental transparency Applicatin Prjects Nte that the City was already cmmitted t the implementatin f three majr applicatin prjects prir t the develpment f the IT Master Plan. These three prjects are as fllws: Custmer Infrmatin System (CIS) Autmated Meter Infrastructure System (AMI) Public Safety Cmputer Aided Dispatch and Recrds Management System (CAD) These are included in the Prgram Timeline (Sectin 6.3) t recgnize that they will require City and IT Department resurces and management attentin, thereby influencing the resurces available fr the IT Master Plan s ther prjects. During the assessment f City Departments business and future technlgy needs, it was discvered that a number f departments have similar business needs, which can be addressed by enterprise slutins (as ppsed t separate departmental applicatins). Mst f the City f Gergetwn Infrmatin Technlgy Master Plan 22

23 fllwing applicatin prjects are enterprise slutins, that serve multiple City departments, and/r supprt business prcesses that invlve multiple departments. Financial Management System (FMS). This prject will implement an integrated suite f Financial Accunting applicatins (including Payrll) t replace r upgrade the City s existing InCde financial applicatins. Imprved reprting capabilities, integratins with ther enterprise systems and internal t the FMS suite, and FERC accunting are amng the City s requirements fr enhanced functinality frm the new FMS. Enterprise Asset Management System (EAMS). This prject will implement an enterprise asset management system, which will be used by the City s Water Services, Electric Transmissin and Distributin, Transprtatin Services, Parks, and Facilities Services peratins. The resulting applicatin will integrate infrastructure asset data, transactins (including service requests, wrk rders, preventive maintenance, inspectins, and resurce usage), analysis, and reprting. It is anticipated that a COTS EAMS sftware package will be selected as the City s standard, and implemented in Phases by the using rganizatins. Human Resurces System (HRIS). This prject will implement an integrated suite f Human Resurces applicatins that are fully integrated with the Financial Management System, t replace r upgrade the City s existing InCde human resurces applicatins. Amng the high pririty functinal imprvements t imprve efficiency are emplyee self service, imprved reprting capabilities, and reductin f redundant data entry and strage. Enterprise Recrds Management and Electrnic Dcument Management System. This prject will implement Electrnic Dcument Management System technlgy, and prvide supprt t the City-wide Recrds Management prgram. The prject includes develping requirements fr dcument management, cntent management, and recrds management sftware; and evaluating the applicability f existing City dcument management applicatins (being used in Systems Engineering and Curts). Master Address Validatin. This prject will implement technlgy and supprting prcedures t validate all situs address entries against the City s master address list. This will include the develpment f the City s master street name and situs address lists, implementatin f prcedures t maintain these, and deplyment f tls t enable ther applicatins t validate situs address entries against the City s master address list. GIS Integratin. This prject will spatially enable several f the City s technlgy systems by integrating them with the capabilities f the City s gegraphic infrmatin system, thus prviding capabilities t perfrm spatial analyses, generate maps, and / r access gegraphically. The prject will include develping reusable integratin tls and standards that match the City s existing GIS, and applying these t link GIS bjects with the crrespnding data elements in the City s ther applicatins. It is anticipated that the integratin f GIS with multiple City applicatins will be implemented in Phases. Land Develpment Management System. This prject will implement an integrated applicatin that tracks and manages the entire land develpment prcess including applicatins, plan reviews, permits, inspectins, fees management, and Certificates f Occupancy. Multiple departments are invlved in administering this prcess. This prject will include develping business prcess-based requirements, selecting a COTS system, and implementing the selected system and ptimized business prcesses fr the entire land develpment and building City f Gergetwn Infrmatin Technlgy Master Plan 23

24 prcess. Enterprise Perfrmance Measurement System. This prject will implement an Enterprise Perfrmance Measurement system, emplying Business Intelligence (BI) technlgy t build integratins with departments existing peratinal applicatins (e.g., CIS, SCADA, Finance, Asset Management, Land Develpment, EAMS, etc.). A cascading set f perfrmance bjectives will be develped thrugh the City rganizatin. BI technlgy will prvide tls fr extracting data frm peratinal applicatins, fr the develpment f screcards t track prgress tward bjectives, and fr managing data quality and autmating reprt assembly. Electric Utility Wrk Management System. This prject will integrate with and build upn the capabilities f the Enterprise Asset Management System t prvide Electric Services with additinal Wrk Management System functinality. The additinal functinality includes prject design tls (including integratin with the City s existing GIS and Milsft electrical engineering design and utage management applicatins), estimating and hurdle rate calculatin, prject planning and scheduling, and transferring csts t the Financial Management System Quick Win Prjects A number f desired prjects are included in the IT Master Plan as Quick Wins. Quick Wins are defined as beneficial prjects that can be accmplished in parallel t the majr technlgy prjects recmmended in the IT Master Plan, withut detracting frm the City s fcus n these majr technlgy prjects. Specifically, Quick Wins have the fllwing characteristics: Beneficial Relatively small resurce needs (funds, time, expertise) Relatively lw degree f difficulty (risk, technlgies) Cmply with City technlgy standards Dn t interfere with executing Master Plan The recmmended prjects align with the City s technlgy gals in the areas f meeting citizen expectatins and imprving custmer service. The next several paragraphs define recmmended Quick Win prjects. City-Wide Standards and Plicies fr External Websites. This prject will develp standards and plicies that enable the City t manage its message and maximize the service prvided by its website and scial netwrking channels. Specific standards t be develped will address privacy, lk and feel, apprval f cntent, respnses t citizens, technlgy frmats, ADA cmpliance, and Departmental websites. Digital Vide Capabilities. This prject will implement equipment, sftware, and training fr creating, editing, and delivering streaming vide. Using rganizatins will include Public Infrmatin, Public Safety, and Parks. Integratin f Muni Agenda with Digital Vide. This prject will perfrm the integratin required t link agenda items in Muni Agenda as indices t lcate related vide segments frm City f Gergetwn Infrmatin Technlgy Master Plan 24

25 City Cuncil meetings. With this capability, citizens will be able t use the City website t access streaming vide f the prtins f City Cuncil meetings assciated with City Cuncil Agenda items. Vide Cnferencing. This prject will implement equipment, sftware, and training fr hsting and participating in internal and external vide cnferences. This will be a tl fr training and cmmunicatin, reducing travel, and reducing citizens needs t cme t meetings at City sites Departmental Applicatins Prjects A number f departments have business needs fr enhancements t their existing applicatins. These applicatins have been implemented t serve specific departments and their custmers, and these departments needs d nt warrant cmplete replacement f the applicatins. Many f the characteristics f the desired enhancements are similar t the Quick Wins defined abve. In ther wrds, the departmental applicatins require relatively few resurces, are nt difficult, d nt interfere with the executin f the IT Master Plan, and cmply with the City s technlgy standards. The fllwing department applicatins prjects fit this criteria: Recreatin system enhancements Library Operatins system enhancements Library Citizen Technlgy Services enhancements Prject Dcumentatin system enhancements Municipal Curt system enhancements Traffic Cunt system enhancements Digital Sewer Line Televisin Inspectin system enhancements These prjects largely align with the City s technlgy gals in the areas f meeting citizen expectatins, imprving custmer service, imprving cst-effectiveness, and prviding infrmatin where and when needed. In the past, acquisitin and supprt fr these applicatins has been funded by the using departments thrugh the City s budgeting prcess, and it is recmmended that this practice be cntinued. Hwever, unlike prir departmental applicatin prjects, these will be supprted by the City s IT Department. One f the prjects described in Sectin 4.1 abve is titled Supprt fr Implementatin f Departmental Applicatins. That prject is designed t put IT Department resurces in place t prvide the fllwing assistance t these departmental applicatin effrts: Prvide supprt fr technlgy implementatin and deplyment, including Business analysis and business prcess design Requirements gathering Technlgy selectin and cntracting Sftware cnfiguratin and integratin City f Gergetwn Infrmatin Technlgy Master Plan 25

26 Implementatin prject management Implement prject management best practices, methdlgies, prcesses and prcedures Implement City technlgy standards and plicies. By participating in the implementatin f these upgrades, the IT Department staff is expected t becme sufficiently prficient in these Departmental applicatins t be able t prvide systems administratin supprt. City f Gergetwn Infrmatin Technlgy Master Plan 26

27 5. Expected Benefits Sme f the results f implementing the prjects defined in the Prgram Plan are expected t be the fllwing: Imprved Prductivity Reduced time and effrt needed t capture and enter data Reduced time and effrt required t lcate, reprt, and analyze infrmatin Reduced administratin; frees staff fr mre cmplex tasks Imprved ease f use Imprved Custmer Service Imprved respnsiveness t citizen requests fr service and/r infrmatin Imprved cnsistency and quality in handling citizen service requests, issues, and cmplaints Faster turnarund n requests fr infrmatin by citizens, City staff, and ther agencies Faster and mre reliable service hand-ffs between City departments Imprved Decisin Supprt Mre timely and cnsistent respnses, especially regarding issues related t citizen, peratins, develpment, and plicies Reduced submissin errrs, imprving data quality Reduced data lsses and dcument misplacements Imprved ease f data accessibility Imprved Return n City Technlgy Investments Imprved access t City infrmatin by all managers and staff Imprved perfrmance and utilizatin f existing systems Business prcesses ptimized t fully explit the ptential f newly implemented technlgy Technlgy delivering service level imprvements and enhancing the effectiveness f City services Imprved supprt fr City-wide technlgy initiatives Expanded value and utilizatin f the City s Gegraphic Infrmatin System Imprved Psitining f the City fr Future Change Allws the City t adpt mre flexible and adaptable technlgies Imprved ability f the City t cpe with the pace f technlgical change Imprved value f perfrmance measurement and benchmarking City f Gergetwn Infrmatin Technlgy Master Plan 27

28 Summary In summary, the City s IT Master Plan prvides the lng-term fundatin fr aligning business and technlgy. This effective alignment f business and technlgy strategies will cntribute significant benefits in efficiency, service levels, and effectiveness as business and technlgy perfrmance cntribute t ne anther t prduce peratinal imprvements. City f Gergetwn Infrmatin Technlgy Master Plan 28

29 6. Appendices 6.1. Assessment Overview The Westin cnsulting team assessed the City s existing technlgy resurces, their supprt fr the City s business needs, and future technlgy requirements. These assessments determined the Gap between the current state and future requirements in fur dimensins: Organizatin and Peple, Applicatins and Integratin, Data, and Technlgy. These dimensins prvide the cntext fr successful implementatin f enterprise sftware applicatins. The findings f this assessment are summarized belw Ntable Accmplishments The fllwing technlgy accmplishments by City f Gergetwn managers and staff deserve mentin: Gegraphic Infrmatin Systems (GIS) The Planning and Develpment Department has implemented a city-wide GIS prgram that is well structured and meeting many current needs. This effrt is reaching a level f maturity at which this resurce can be leveraged t spatially enable a number f ther key enterprise and departmental systems. The Utility Systems Divisin is using GIS fr mapping assets t supprt mdeling and cnnectivity fr utage management. Engineering s Electrnic Dcument Management System Muni Agenda The Systems Engineering Department has implemented a departmental dcument management system, which cntains 15,000 pages f plans and asbuilts fr 800 prjects. In additin t Systems Engineering, this system is used by the Utility Systems Divisin, Facilities Cnstructin and Maintenance, and the Streets Department. All City Departments submit City Cuncil agenda items t the City Secretary using this system, which cmpiles and publishes the agendas. Server Virtualizatin Prject This nging effrt by the IT Department cnslidates servers, thus reducing the City s investment withut impacting user perfrmance r reliability Organizatin and Peple Identified Gaps Within the dimensin f Organizatin and Peple, the Cnsultant evaluated the fllwing aspects: Scpe f services, Organizatin, Gvernance, Persnnel, and Management f Change and Uncertainty. The identified gaps in these areas can be summarized as fllws: City f Gergetwn Infrmatin Technlgy Master Plan 29

30 Scpe f Services Perfrmed by the City s IT Department Typically, lcal gvernments centralized infrmatin technlgy departments prvide the services identified in Figure 6.1 belw: Figure 6.1 Because the scpe f the City s IT Department has nt included meeting the brad range f the City s technlgy needs, it has nt emplyed staff which has skills and experience defining, selecting, and deplying systems. Few staff in ther City Departments have any technlgy skills r experience; their technlgy respnsibilities have been in additin t their primary jb functins. Each department has fcused upn its wn needs, with little cllabratin, integratin, standardizatin, ecnmies f scale, r addressing f enterprise requirements. The result has been sils f prcesses, technlgy, and data. Organizatin The IT Department has fcused n netwrk infrastructure, servers, and . When ther City Departments need supprt in ther areas such as acquiring, implementing, and utilizing technlgy resurces, the IT Department has been ignred r bypassed. City f Gergetwn Infrmatin Technlgy Master Plan 30

31 Sme Departments have acquired IT staffing and ther resurces which are nt crdinated by the enterprise IT Department. Gvernance Until the City s IT Steering Cmmittee was initiated in late 2008, there was very limited City-wide crdinatin f technlgy expenditures and directin. The gvernance rles and respnsibilities f the IT Steering Cmmittee have nt yet been established. Persnnel The City has a minimum f technlgy plicies and enfrcement. Technlgy prcurement specificatins and prcesses are nt standardized r cnsistent. The City lacks sufficient capacity in key technlgy skill areas that include creating technical specificatins, integrating new and existing slutins, data base administratin and management, applicatin prgramming, and high-end analysis and reprt develpment. Sme key technlgy skills are hused in City departments utside f IT (e.g., the City s GIS skills are lcated in the Planning and Develpment Department). Departments ften have nly ne individual wh handles technlgy respnsibilities in additin t their ther duties. The City staff des nt include expertise in business prcess analysis, wrkflw imprvement, requirements gathering, and ther business planning techniques. Managing Change and Uncertainty The City has n frmal prcess fr identifying hw technlgy can supprt externally-initiated changes. The City has n frmal change management practices fr administering prcess changes assciated with the implementatin f new technlgy. There are n cnsistent change management prcedures fr testing and putting new sftware int prductin, including upgrades and new releases f existing applicatins. The City lacks adequate dcumentatin f its technlgy infrastructure t supprt quick assessment f the ptential impacts f change, r fr planning t accmmdate changes Applicatins and Integratin Identified Gaps Within the dimensin f Applicatins and Integratin, the Westin cnsulting team evaluated the fllwing aspects: Extent t Which Applicatins Needs are Being Met, Ptential Enterprise Applicatins, Ptential Departmental Applicatins, GIS Capabilities, and Integratin. The identified gaps in these areas can be summarized as fllws: Extent t Which Applicatins Needs are Being Met Users f mst City applicatins cannt access data r services frm ther City peratinal applicatins. As a result, there are many manual handffs between systems, including cnsider manual data transfer and redundant entry Spreadsheets and ther available tracking tls are widely used t perfrm functins that are nt available frm the City s peratinal applicatins. Staff has challenges in cmpiling required reprts, including the fllwing: Data is available but the applicatins have inadequate reprting tls Data is nt available in the required frmats City f Gergetwn Infrmatin Technlgy Master Plan 31

32 Data must be manually cnslidated frm multiple surces. The City s InCde applicatin suite, used fr finance, custmer infrmatin, and ther peratinal areas, is nt capable f supprting the City s future needs fr the fllwing reasns: The applicatins lack needed functinality that is available in cntemprary alternatives The InCde applicatins lack f reprting and flexibility are significant barriers fr City users Because f InCde functinality issues, mst departments have significant unmet business needs The City s InCde applicatins cannt be cst-effectively mdified r integrated t meet the City s business requirements. Many users expressed dissatisfactin with the City s standardizatin n Ltus Ntes, including cncerns with the fllwing: The applicatin s lk and feel Cnfiguratin issues The fact that nt all City users are n the current versins Business issues regarding archiving, srting by subject, and cnversin t ther dcument frmats. Ptential Enterprise Applicatins a number f City departments have similar business needs, which can be addressed by enterprise slutins (as ppsed t separate departmental applicatins), including: Financial Management Enterprise Asset Management Human Resurces Electrnic Dcument Management and Recrds Management Land Develpment and Permits Perfrmance Measurement Digital Vide and Integratin with Muni Agenda Mbile Deplyment and Integratin Prject Management Master Address Validatin GIS Integratin Ptential Departmental Applicatins and enhancements include the fllwing: Electric Services Wrk Management System Public Safety Cmputer Aided Dispatch (a replacement system has been selected and implementatin is planned fr 2010) Plice Recrds (a replacement system will be implemented with the Public Safety Cmputer Aided Dispatch prject in 2010) Fire Recrds (a replacement system will be implemented with the Public Safety Cmputer Aided Dispatch prject in 2010) Custmer Infrmatin System (a replacement system has been specified and implementatin is planned t begin in 2010) Street Department cmpilatin f Right f Way Appurtenances Int GIS Recreatin applicatin enhancements Library Operatins applicatin enhancements Library Citizen Technlgy Services enhancements Prject Dcumentatin Management applicatin enhancements Municipal Curt Case Management applicatin enhancements City f Gergetwn Infrmatin Technlgy Master Plan 32

33 Traffic Cunts applicatin enhancements Digital Sewer Line TV Inspectin enhancements Advanced Metering Infrastructure (a replacement system has been specified and implementatin is planned t begin in 2010) GIS Capabilities The City s GIS prgram is well structured, and reaching a level f maturity at which this resurce can be leveraged t spatially enable a number f ther key enterprise and departmental systems. The City s GIS data architecture and standards are managed in the Planning and Develpment Department, althugh this functin is viewed as an enterprise resurce. The GIS grup has limited ability t create applicatins and develp integratins, but this capability is imprving. GIS develpment has nt cnsistently been crdinated with ther IT activities at the City. Infrastructure issues limit the ability f ther City applicatins and ther City Departments users t utilize existing GIS capabilities. The GIS staff in the Utility Services Department is capable f develping and supprting a suitable asset registry building upn the City-wide GIS resurces, but the current spatial data mdel is nt adequate t supprt the anticipated asset management needs. Existing GIS functinality is sufficient t begin large-scale spatial integratins with peratinal applicatins. Integratin The City s prir uncrdinated, decentralized apprach t applicatin prcurement has limited the ability t share data amng systems. There are several pprtunities fr the City t integrate its prcesses, data, and applicatins. Integratin f sme existing systems will require custm cding and mitigatin f sme technical barriers. Integratin shuld be a mandatry requirement fr future applicatin prcurements Data Identified Gaps Data is an imprtant enterprise resurce which must be managed and prtected. This is an underlying principle f the fllwing Data Management gaps: The City f Gergetwn des nt recgnize r prtect data as an enterprise asset. The City des nt have any enterprise data management r dcumentatin in place, nr des it have any data management specialists (e.g., database administratrs, data mdelers). Reprting capabilities vary with systems, but verall are nt meeting users needs. The City s siled systems create bstacles t sharing data acrss applicatins. Users must query individual surce systems, usually ne at a time, t btain data. There is n data warehuse (string data frm multiple applicatins) r reprting repsitry Technlgy Identified Gaps Within the dimensin f Technlgy, the Cnsultant evaluated the Physical Assets and Security. City f Gergetwn Infrmatin Technlgy Master Plan 33

34 The identified gaps in these areas can be summarized as fllws: Physical Assets The recent machine rm at the IT Department addresses many facilities cncerns, but the IT Department des nt have cntrl ver the physical cnfiguratin r the envirnment. The City s servers appear generally adequate, especially with the nging virtualizatin effrts. The Strage Area Netwrk (SAN) is an adequate architecture t meet the City s needs, but a lack f user space allcatins means that cnstant expansin cntinues t be needed. The City s Nvell netwrk has knwn prblems; in respnse, a mve t Active Directry and ther netwrk imprvements are nw underway. Security The cnsultants did nt nte significant security issues related t the City s infrastructure. Sme key City applicatins require the end users t have administrative level security privileges in rder t run; this pens security prblems that apply t the City s financial data, custmer accunts, and ther infrmatin. Desktp PC cnfiguratins are nt standardized, and users can install any sftware withut infrming r btaining permissin frm the IT Department. This increases the difficulty and cst f prviding help desk supprt t users, as well as increasing the security risk. The City s technlgy disaster recvery and business cntinuity prcedures are incmplete Prgram Elements In this sectin, each f the prjects in the City s recmmended technlgy prgram is briefly described. Each Prject Definitin cntains the fllwing infrmatin: Prject Name and Descriptin Expected Benefits and Cnsequences f Nt Executing the Prject Summary f Prject Scpe and Apprach Expected Deliverables Pririty Estimated Level f Difficulty Interdependencies with Other Prjects Expected Duratins City f Gergetwn Infrmatin Technlgy Master Plan 34

35 6.2.1 Enterprise Applicatin Prjects Financial Management System (FMS) Sectin Name Prject Descriptin Financial Management System Prject Definitin Implement integrated suite f Financial Accunting applicatins (including Payrll) with enhanced functinality. Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Efficiency (Reduce redundant entry, autmate manual prcesses and eliminate manual steps) Effectiveness (Imprved management decisin supprt, imprved accuracy / quality, enhanced credibility) Cmply with Regulatins (GASB) Limited reprting and difficulty accessing data Limited integratin results in redundant entry and strage, resulting in inefficiencies and pprtunities fr errrs #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. General Ledger Purchasing Accunts Payable Payrll Accunts Receivable and Payment Prcessing Treasury, Bank Recnciliatins, and Cash Management Fixed Assets Prjects and Grants Cntracts management FERC Accunting Budget Preparatin Financial Mdeling Perfrmance measurement Reprting (standard and ad hc) Integratins with CIS, Asset Management, Perfrmance Management, and Human Resurces Single sign-n using Active Directry Expected Deliverables New Financial Accunting System and assciated integratins Pririty Estimated Level f Difficulty High High City f Gergetwn Infrmatin Technlgy Master Plan 35

36 Sectin Name Prject Interdependencies Expected Duratins Descriptin Recmmend that the Custmer Infrmatin System be in prductin prir t beginning cnstructin phase f FMS implementatin, t have City staff capacity t wrk n bth implementatin prjects. Plan, Define, and Design Phases 6-9 mnths Cnstructin and Deplyment 12 mnths City f Gergetwn Infrmatin Technlgy Master Plan 36

37 Enterprise Asset Management System (EAMS) Sectin Name Descriptin Prject Prject Definitin Enterprise Asset Management System Implement Enterprise Asset Management System fr Water Services, Electric Transmissin and Distributin, Transprtatin, Parks, and Facilities Services Expected Benefits Citizen service (reliability, respnsiveness t service requests) Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Expected Deliverables Efficiency (imprving wrk management, crew scheduling and ruting) Effectiveness (quality, supprt fr practive maintenance and rehabilitatin) Avid ligitatin Inefficiencies in managing data t cmply with Texas DEQ and Edwards Aquifer Recharge Zne regulatins Inadequate data t ptimize expenditures n asset rehabilitatin and replacement Inefficiencies in planning and scheduling wrk and ruting crews, which will increase as City grws. #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems Asset inventries and pririties Service requests (replacing existing Active Citizen Respnse applicatin) Scheduling and prcedures fr preventive and recurring wrk Wrk planning and scheduling Wrk rder generatin Warehuse r integratin with City warehuse, including ptential bar cding Wrk rder csting Asset histry f wrk rders, including inspectins GIS integratin Supprt fr replacement / rehabilitatin decisins Mbile units fr access t data and field data cllectin Electrnic O&M manuals Reprting (standard and ad hc) Integratins with CIS, Financial Management, Perfrmance Management, and Human Resurces. Wrk rders, reprts, management decisin supprt fr replacement and rehabilitatin decisins City f Gergetwn Infrmatin Technlgy Master Plan 37

38 Sectin Name Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Descriptin High Medium Prductin use f the Asset Management System in ne department is a prerequisite fr implementatin in additinal peratins. Dependent upn develpment f asset inventries. Plan, Define, and Design Phases 6 mnths Cnstructin and Deplyment (1 st implementatin) 6-9 mnths Cnstructin and Deplyment (subsequent implementatins) 6-12 mnths each City f Gergetwn Infrmatin Technlgy Master Plan 38

39 Human Resurces System (HRIS) Sectin Name Descriptin Prject Human Resurces System Prject Definitin Implement integrated suite f Human Resurces applicatins that are fully integrated with the Financial Management System Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies Efficiency (emplyee self service, reduce staff time lking fr recrds and perfrming rutine transactins) Limited reprting and access t data Lack f integratin results in redundant entry and strage, resulting in inefficiencies and pprtunities fr errrs #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. On-line applicatins and applicant tracking Emplyee salary and benefits Emplyee self-service (including updates, benefits enrllment, and queries) Electrnic Persnnel Files Emplyee evaluatins Training Safety Civil Service testing and tracking Wrkflw fr hiring and terminating emplyees Standard regulatry reprting (including IRS, EEOC, State f Texas) Integratin with Financial Management System (including Payrll) and Active Directry (fr system administratin) Integrated suite f Human Resurces applicatins prviding imprved service t City emplyees High High The FMS implementatin is a prerequisite and prvides a platfrm fr integratin with these functins. The FMS selectin may dictate r influence the HRIS sftware selectin. City f Gergetwn Infrmatin Technlgy Master Plan 39

40 Sectin Name Expected Duratins Descriptin Plan, Define, and Design Phases 6 mnths Cnstructin and Deplyment 12 mnths City f Gergetwn Infrmatin Technlgy Master Plan 40

41 Enterprise Recrds Management and Electrnic Dcument Management System Sectin Name Descriptin Prject Enterprise Recrds Management and Electrnic Dcument Management System Prject Definitin Implement Electrnic Dcument Management System technlgy t supprt City-wide Recrds Management prgram Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Efficiency (reduce staff time finding dcuments, assure availability f recrds when required, reduce strage requirements and csts) Citizen service (faster and cmplete respnse t recrds requests) Effectiveness (Cnsistency, quality assurance) Assure cmpliance with State f Texas recrds retentin requirements Avid litigatin Departments will cntinue t be n their wn fr recrds management Digital and paper strage space requirements will cntinue grwing at an increasing rate as the City grws City will be at risk f nt having access t critical recrds in the event f a disaster #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. City f Gergetwn Infrmatin Technlgy Master Plan 41

42 Sectin Name Summary f Scpe/Apprach Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Descriptin Define technlgy requirements necessary t supprt City s recrds management prgram, as well as departmental dcument management / cntent management needs Cmplete recrds inventries and updates f master retentin schedule Develp requirements fr dcument management, cntent management, and recrds management sftware Evaluate existing City f Gergetwn dcument management applicatins (Systems Engineering, Curts) Select slutin Determine backfile cnversin requirements Develp implementatin phasing and plan Fr each department s crrespndence, prcedures, cntracts, rdinances, engineering dcuments, as builts, and O&M manuals: Design and implement business prcesses and master retentin schedule Design and cnstruct integratins Perfrm backfile cnversin and quality assurance Deplyment (Training, refinement f cnfiguratin and business prcesses) Onging supprt and refinement Electrnic Dcument Management System technlgy supprting City-wide Recrds Management prgram, including scheduled recrds destructin High High The integratin f the Enterprise Recrds Management and Electrnic Dcument Management System with ther systems is dependent n the successful implementatin f thse ther systems. Plan, Define, and Design Phases 12 mnths fr technlgy cmpnents; Master Retentin Schedule culd require lnger Cnstructin and Deplyment (1 st implementatin, including recrds management activities) 12 mnths Cnstructin and Deplyment (subsequent implementatins) 6-12 mnths in each peratin City f Gergetwn Infrmatin Technlgy Master Plan 42

43 Master Address Validatin Sectin Name Prject Prject Definitin Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Expected Deliverables Pririty Descriptin Master Address Validatin Implement technlgy and supprting prcedures t validate all situs address entries against the City s master address list, and t maintain the master situs address and street name lists. Effectiveness (Cnsistency, quality assurance) Efficiency (reduce staff time manually lking fr spatiallyreferenced data, reduce strage requirements and errrs) Citizen service (faster and cmplete respnse t requests fr spatially-referenced data) City will cntinue t have multiple, nn-matching lists f addresses, varius spellings f street names, and incnsistent abbreviatins Cst and difficulty f changing / creating street names and assigning new addresses will cntinue t increase as City grws City will be less efficient and incur risks as the ptential increases fr respnding t the wrng address. #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. Establish the City s master address list, including the fficial spelling f street names, apprved abbreviatins, valid address ranges, and prcesses t maintain the list s currency. Develp API and / r web service t check situs address entries against the City s master address list Develp batch prcessing applicatin fr validating situs address databases against the City s master address list and scrubbing data cntents. Implement address validatin fr all new City applicatins that use situs addresses. Implement tls and business prcesses t generate a candidate mailing list frm situs addresses, validate this against US Pstal Service criteria thru the CASS prcess, and stre the resulting mailing addresses. Cnsistent, valid addresses in all City applicatins that use addresses. High City f Gergetwn Infrmatin Technlgy Master Plan 43

44 Sectin Name Estimated Level f Difficulty Prject Interdependencies Expected Duratins Descriptin Medium The master address validatin prject shuld be a prerequisite fr new applicatin implementatins that utilize addresses, including CIS, asset management, and public safety cmputer aided dispatch. Plan, Define, and Design Phases 3 mnths Cnstructin and Deplyment 3-6 mnths Integratin with ther City applicatins address databases ver multiple years City f Gergetwn Infrmatin Technlgy Master Plan 44

45 GIS Integratin Sectin Name Prject Prject Definitin Descriptin GIS Integratin Develp ability t spatially enable varius City applicatins by linking GIS bjects with the crrespnding data elements in these data bases, thus prviding capabilities t perfrm spatial analyses, generate maps, and / r access gegraphically. Expected Benefits Effectiveness (Cnsistency, decisin supprt using relatinships that culd nt be evaluated therwise) Cnsequences f Nt Executing Prject Efficiency (reduce staff time manually lking fr spatiallyreferenced data, reduce strage requirements and errrs) Citizen service (faster and cmplete respnse t requests fr spatially-referenced data) Limitatins n management decisin supprt, ruting and distributin f City resurces, and available analysis Strategic Gals Addressed #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. City f Gergetwn Infrmatin Technlgy Master Plan 45

46 Sectin Name Summary f Scpe/Apprach Expected Deliverables Pririty Estimated Level f Difficulty Descriptin Develp capabilities t supprt integratin f GIS with multiple applicatins as the need and capability fr such integratin arises, thrugh maximizing the reusability f integratin tls. At present the need t integrate GIS with the fllwing applicatins has been identified: Asset Management Public Safety Dispatch and Recrds Land Develpment Management System Custmer Infrmatin System Electrnic Dcument Management System Electric Utility Wrk Management System Enterprise Perfrmance Measurement System Disaster Recvery and Business Cntinuity Planning Strm Water Management Streets and Pavement Management Address Validatin (GIS tls and data are key enablers) Fr each GIS Integratin: Establish the key fields fr linking GIS bjects with ther databases. Determine the functinality requirements t be satisfied by the GIS integratin. Design and implement spatial data mdels t satisfy the necessary functinality. Select, prcure, and implement COTS sftware, utilities, and ther applicatins t prvide the desired functinality Fr each applicatin t be integrated, design and implement apprpriate business prcesses, including add, change and delete f infrmatin in ther systems, identifying which system is cnsidered master fr certain data types, etc. Design and implement business prcesses t crrect, update, and maintain synchrnizatin with GIS Deplyment (Training, refinement f cnfiguratin and business prcesses) Onging supprt and refinement Spatially enabled applicatins in many City departments. High Medium City f Gergetwn Infrmatin Technlgy Master Plan 46

47 Sectin Name Prject Interdependencies Expected Duratins Descriptin The GIS Integratin prject is dependent n the successful implementatin f the systems that are being spatially enabled. It is als dependent n defining an enterprise data architecture fr crdinated integratin and efficient data sharing acrss applicatins. Plan, Define, and Design Phases 9-12 mnths Cnstructin and Deplyment (1 st implementatin) 6 mnths Cnstructin and Deplyment (subsequent implementatins) 6-12 mnths in each peratin City f Gergetwn Infrmatin Technlgy Master Plan 47

48 Land Develpment Management System Sectin Name Descriptin Prject Prject Definitin Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Land Develpment Management System Implement applicatin that tracks and manages the entire land develpment prcess including applicatins, plan reviews, permits, inspectins, fees management, and Certificates f Occupancy Citizen service (faster answers t questins, quicker turnarund, citizen self-service) Efficiency (reducing staff time lking up recrds and answering questins) Multiple departments that are invlved in the develpment and building prcess will cntinue t have separate recrds and business prcesses, impeding efficiency and custmer service. Redundant entry and strage, resulting in inefficiencies and pprtunities fr errrs #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. City f Gergetwn Infrmatin Technlgy Master Plan 48

49 Sectin Name Summary f Scpe/Apprach Descriptin Select and implement a cnslidated system fr multiple departments use in administering the entire land develpment and building prcess, including: Management f all land develpment and land use cntrls utilized by the city, including but nt limited t Zning administratin, Prject Plans, Site Plans, Preliminary and Final Subdivisin Plats, and varius permits and apprvals. Management f the full lifecycle f building and develpment permits (applicatins, reviews, wrkflws, fees, cllectins, apprvals) Supprt fr field Inspectin activities (assignments, scheduling, ruting, reprting results) Supprt fr Cde Enfrcement activities (inspectins, investigatins, respnses) Supprt fr Building Safety activities (inspectins, investigatins, respnses) Supprt fr issuance and tracking f Certificates f Occupancy (COs) and ther administrative apprvals Integratin f wrkflws frm applicatin thrugh plan reviews, hearings, permits, inspectins, and COs, including bth sequential and multiple parallel prcess steps. Utilizatin f digital ruting and apprvals f review packets, applicatins, etc. Crdinatin f status and histrical infrmatin frm multiple land develpment cases, as these affect ne anther. On line prject tracking, including permit applicatins, requests fr inspectins, and inspectin results, as well as public Web-based status access fr applicants, affected prperty wners, and the general public. Supprt fr apprpriate levels f cnfidentiality during initial stages f develper interactin, while prviding the full extent f public access t case infrmatin nce the case has been submitted t the City. Time stamping and lgging f transactins fr auditable case histry, with apprpriate levels f security. Imprving ability t make available land develpment infrmatin t ther City departments that might benefit frm the knwledge. Wide range f standard reprts, plus flexible custm reprt generatin Integratins with IVR, GIS, Finance, and CIS City f Gergetwn Infrmatin Technlgy Master Plan 49

50 Sectin Name Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Descriptin Integrated applicatin and crss-departmental business prcesses fr new private land develpment cases. Imprved functinality fr staff t efficiently and effectively prcess and manage land develpment cases, including enhanced access t relevant infrmatin frm multiple systems. Medium High Requires thrugh understanding f business prcesses used by all Departments that participate in the City s cmmunity develpment prcess. Plan, Define, and Design Phases 6-12 mnths Cnstructin and Deplyment mnths City f Gergetwn Infrmatin Technlgy Master Plan 50

51 Enterprise Perfrmance Measurement System Sectin Name Descriptin Prject Enterprise Perfrmance Measurement System Prject Definitin Implement an Enterprise Perfrmance Measurement system, including integratins t lad data frm departments peratinal applicatins (e.g., CIS, SCADA, Finance, Asset Management, Develpment Tracking, etc.) Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Citizen Services (Quantify service levels bjectives and perfrmance) Efficiency (Reduce redundant entry, autmate distributin f reprts, manual prcesses, save staff time) Effectiveness (Imprved management decisin supprt, enhanced credibility with City Cuncil and citizens) Divisin, department, and City-wide perfrmance reprting is dependent n manual recrds in spreadsheets, with resulting efficiency and credibility issues #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. Implement Business Intelligence (BI) technlgy t facilitate the fllwing perfrmance measurement activities: Integrate data frm departments peratinal applicatins (e.g., CIS, SCADA, Finance, Asset Management, Develpment Tracking, etc.) Cascading f perfrmance bjectives thrugh the City rganizatin BI-enabled perfrmance screcard applicatins t track prgress twards perfrmance imprvement bjectives Enterprise-wide data management practices and systems, enabling mre efficient data sharing and infrmatin assembly BI applicatins fr managing data quality and autmating reprt assembly Design and implementatin f assciated business prcesses Deplyment (Training, refinement f cnfiguratin and business prcesses) Onging supprt and refinement City f Gergetwn Infrmatin Technlgy Master Plan 51

52 Sectin Name Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Descriptin Enterprise Perfrmance Measurement system delivering standard reprts, analytical capabilities, and technical tls fr extracting, transfrming, and lading data. Flexible reprting and graphic presentatins will als be available. Medium Medium The integratin f the perfrmance management slutin with ther systems is dependent n the successful implementatin f the Departmental systems that prvide the peratins data. Als dependent upn establishment f enterprise-wide data management practices and systems Plan, Define, and Design Phases 6-12 mnths Cnstructin and Deplyment) 12 mnths City f Gergetwn Infrmatin Technlgy Master Plan 52

53 6.2.2 Departmental Applicatin Prjects Electric Utility Wrk Management System Sectin Name Descriptin Prject Electric Utility Wrk Management System Prject Definitin Prvide Electric Utility Wrk Management System functinality (as defined in industry Distributin Cnstructin Infrmatin System ) thrugh integratin and enhancement f Enterprise Asset Management System and ther existing applicatins Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Citizen service (reliability, respnsiveness t new service requests, accuracy f estimates) Efficiency (imprving wrk management, crew scheduling and ruting, materials management, design efficiencies) Effectiveness (quality, supprt fr design standards) Multiple sets f manual recrds fr prject design, cst estimating, prject tracking, custmer data, and cst reprting (t meet FERC standards) Redundant entry and strage, resulting in inefficiencies and pprtunities fr errrs #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. Prvide the required capabilities by integrating the fllwing: Prject design, based n existing assets, field-gathered requirements, and engineering tls GIS, mbile, and Windmill Estimating and hurdle rate calculatin, based n past histry, engineering tls, and GUS plicies Windmill, Asset Management System cst reprts and parts csts frm Financial Management System Prject planning and scheduling Use Asset Management System functinality Prject cst cllectin and tracking against budget and schedule Use Asset Management System functinality Transfer csts t General Ledger Interface with Financial Management System Update asset registry Business prcess t update GIS. City f Gergetwn Infrmatin Technlgy Master Plan 53

54 Sectin Name Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Descriptin Designs and cst estimates fr service extensins, tls fr managing service extensin prjects, updates f GUS financial and asset recrds, management reprts High Medium Dependent upn implementatin f Asset Management System, and enhancement f Windmill applicatin; requires crdinatin with mbile access and City financial applicatin Plan, Define, and Design Phases 6 mnths Cnstructin and Deplyment mnths City f Gergetwn Infrmatin Technlgy Master Plan 54

55 6.2.3 Organizatin and Peple Prjects Technlgy Imprvement Prgram Management Supprt Sectin Name Descriptin Prject Prject Definitin Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Infrmatin Technlgy Imprvement Prgram Management Supprt Dedicated staff t supprt the executin f the prjects defined in this Plan, in cncert with City-wide Prgram Management activities. Prgram management prvides prven methdlgies fr implementing technlgy, including business-driven requirements, prject management training, effective cmmunicatins, prgram mnitring, and budget cntrl. It als maintains cnsistent change and risk management and establishes cmmn prgram management tls, plicies and prcedures. Reduce risks assciated with system implementatin. Reduce time and cst required t deliver prjects. Increase the efficiency and effectiveness f the City s prject managers thrugh training and mentring.. Increase visibility f prjects and their benefits t the City. Individual technlgy prjects prduce subptimum utcmes because f incnsistent and incmplete appraches, insufficient crdinatin and integratin, and inadequate dedicated resurces #1- Inter-rganizatin autmated business prcesses t meet internal needs #2- Prvide an enterprise-wide IT supprt rganizatin t identify new technlgy needs and requirements City f Gergetwn Infrmatin Technlgy Master Plan 55

56 Sectin Name Summary f Scpe/Apprach Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Descriptin Prgram and prject management. Implementatin versight. Inter-Prject crdinatin. Prject planning, scheduling, estimating, budgeting, tracking, and staff crdinatin. Prgram administrative supprt. City IT staff mentring Establish prject management standards and prcesses. Establish a standard prcess fr sftware selectin. Establish standard prcesses fr technlgy prject management, sftware implementatin, deplyment, change management, cnfiguratin management, and supprt. Cmply with and supprt City-wide Prgram Management Office standards and practices Successful implementatin f technlgy imprvement prgram; mentring f City staff High Medium This prject establishes prject management standards and crdinates all f thse Prject Management services t ensure attainment f all Prgram bjectives. Plan, Define, and Design Phases 3 mnths Cnstructin and Deplyment 3-4 years City f Gergetwn Infrmatin Technlgy Master Plan 56

57 IT Department Organizatinal and Managerial Initiatives Sectin Name Descriptin Prject Prject Definitin Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Infrmatin Technlgy Department Organizatinal and Managerial Initiatives Implement a set f initiatives designed t imprve the perfrmance and quality f the IT Department in prviding technlgy services t the City. Increase the efficiency and effectiveness f the technlgy services prvided t the rest f the City s departments. Increase the quality f the technlgy supprt prvided t the rest f the City s departments. Increase cst effectiveness f rganizatin Individual divisins cntinue separate prcurements and deplyments, with minimal enterprise integratin r standards Each divisin required t develp its wn expertise in deplying and supprting technlgy #1- Inter-rganizatin autmated business prcesses t meet internal needs #2- Prvide an enterprise-wide IT supprt rganizatin t identify new technlgy needs and requirements City f Gergetwn Infrmatin Technlgy Master Plan 57

58 Sectin Name Summary f Scpe/Apprach Descriptin Braden IT Department scpe f services t include: Business analysis and business prcess design Requirements gathering Technlgy selectin and cntracting Packaged sftware cnfiguratin and integratin Implementatin prject management Technlgy standards, plicies, and enfrcement Develp and implement staffing mdel, rles and respnsibilities t include business analysis, and database administratin and management. Training in and acquisitin f skills in additinal technlgy areas Reprting supprt fr key applicatins Establish a standard prcess fr sftware selectin. Establish standard prcesses fr departmental technlgy prject management, sftware implementatin and deplyment. Develp and implement a new rganizatinal service mdel fr technlgy supprt t ther City Departments Implement prject management best practices, methdlgy, prcesses and prcedures. Implement sftware develpment life cycle prcesses Implement perfrmance metrics including cst metrics fr City IT Assume the City s existing GIS staff and their respnsibilities. Expected Deliverables IT Department leading City technlgy directins, and prviding a brader range f services. Organizatinal service mdel fr service delivery t ther City Departments. Perfrmance metrics fr IT Department Pririty Estimated Level f Difficulty High Medium City f Gergetwn Infrmatin Technlgy Master Plan 58

59 Sectin Name Prject Interdependencies Expected Duratins Descriptin Develpment f a new IT Department rganizatinal mdel shuld be intrduced first, fllwed by the develpment f an IT gvernance mdel. Plan, Define, and Design Phases 3 mnths Cnstructin and Deplyment 9 mnths Refine 12 mnths City f Gergetwn Infrmatin Technlgy Master Plan 59

60 IT Gvernance Sectin Name Prject Prject Definitin Expected Benefits Descriptin Infrmatin Technlgy Gvernance Define and implement the rles and respnsibilities fr setting plicy and allcating resurces t assure the implementatin f the City s visin fr using infrmatin technlgy fr the City f Gergetwn. Increase the efficiency and effectiveness f the technlgy services prvided t the rest f the City s departments. City-wide technlgy activities and plicies are crdinated, and technlgy resurces are allcated in accrdance with the City s bjectives and pririties. Increase cst effectiveness f the City s IT rganizatin. Cnsequences f Nt Executing Prject Overlaps and gaps amng different divisins technlgy activities Sub ptimal return n the City s technlgy investment due t insufficient interdivisin cperatin and enterprise integratin Strategic Gals Addressed Summary f Scpe/Apprach #2- Prvide slutins that supprt enterprise infrmatin integratin and cmpatibility with existing and planned technlgy Recnfigure the existing IT Steering Cmmittee and define its rles and respnsibilities fr IT gvernance and executing the City s technlgy visin; these may include the fllwing: Setting plicies Priritizing ptential prjects and activities Allcating resurces Cmmunicatins f technlgy issues t the custmer departments Oversight, guidance, and barrier remval t supprt successful prject delivery Executive decisins n prgram risks, issues, and scpe changes that are escalated t this level Implement perfrmance metrics including cst metrics fr the IT Department Identify the rles and respnsibilities related t technlgy fr ther peple and rganizatins in the City City f Gergetwn Infrmatin Technlgy Master Plan 60

61 Sectin Name Descriptin Expected Deliverables IT Gvernance mdel, including prcesses, rles, respnsibilities, and decisin authrity fr setting plicy, allcating resurces, managing prblems and assuring the implementatin f the City s visin fr using infrmatin technlgy. Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Perfrmance metrics fr IT Department High Lw Develpment f an IT gvernance mdel is dependent upn the implementatin f the IT Department rganizatinal and management imprvements. Plan, Define, and Design Phases 3 mnths Deplyment 6 mnths City f Gergetwn Infrmatin Technlgy Master Plan 61

62 IT Supprt fr Implementatin f Departmental Applicatins Sectin Name Descriptin Prject Prject Definitin Expected Benefits IT Supprt fr Implementatin f Departmental Applicatins Prvide technical and prcess expertise t assure that Department technlgy prjects achieve their bjectives and are cnsistent with City standards and applicable best practices. Custmer service t ther City departments Efficiency (avid expenditures n technlgy that des nt meet City s needs, reduce maintenance and supprt csts) Effectiveness (reliability, quality) Cnsequences f Nt Executing Prject Each Department is required t develp its wn expertise in deplying and supprting technlgy Quality and results frm Individual Departments technlgy prjects will vary Strategic Gals Addressed Summary f Scpe/Apprach #1- Inter-rganizatin autmated business prcesses t meet internal needs #2- Prvide an enterprise-wide IT supprt rganizatin t identify new technlgy needs and requirements Develp and implement a new rganizatinal service mdel fr technlgy supprt t ther City Departments Establish standard prcesses fr technlgy prject management, sftware implementatin and deplyment. Business analysis and business prcess design Requirements gathering Technlgy selectin and cntracting Packaged sftware cnfiguratin and integratin Implementatin prject management Implement prject management best practices, methdlgy, prcesses and prcedures. Cmmunicate technlgy standards, plicies, and enfrcement Prvide supprt fr Departmental applicatins City f Gergetwn Infrmatin Technlgy Master Plan 62

63 Sectin Name Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Descriptin Standards fr supprting Department technlgy prjects Staff skills and resurce allcatin fr perfrming these prjects High Medium Dependent upn the implementatin f the IT Department rganizatinal and management imprvements. Prerequisite t the initiatin f Departmental technlgy prjects. Plan, Define, and Design Phases 6 mnths Deplyment Onging City f Gergetwn Infrmatin Technlgy Master Plan 63

64 6.2.4 Technlgy Prjects Netwrk Transitin t Active Directry Sectin Name Descriptin Prject Prject Definitin Netwrk Transitin t Active Directry The City has chsen t migrate ff its current Nvell netwrk t a netwrk managed using Micrsft s Active Directry (AD) prduct. As part f the IT Master Plan activities, cnsultants have develped a design specificatin fr implementing Active Directry, that cnsiders current and anticipated IT prjects. This prject will implement the design and migrate the City netwrking infrastructure t Active Directry. Expected Benefits Key applicatins that require AD fr their implementatin can prceed. Single Sign-On (SSO) fr mst applicatins Imprved management f user accunts and netwrk resurces Imprved perfrmance f systems and applicatins Easier maintenance f netwrk cnfiguratin and user accunts Cnsequences f Nt Executing Prject Limited applicatins availability Users must lg n t individual applicatins Strategic Gals Addressed Cmplexity f netwrk impairs reliability and requires mre maintenance #2- Prvide an enterprise-wide IT supprt rganizatin t identify new technlgy needs and requirements #4- Integratin f systems City f Gergetwn Infrmatin Technlgy Master Plan 64

65 Sectin Name Summary f Scpe/Apprach Descriptin Review design fr currency and cmpleteness, and update as needed Review currrent netwrk wiring and infrastructure fr pssible prblems with AD implementatin. Design acceptance testing and rll-back prcess, and testing cnfiguratin, t restre Nvell netwrk if prblems ccur during implementatin Design develpment prcess and cnfiguratin t allw implementatin withut unacceptable disruptin f users. Set up Micrsft Active Directry and related services n three servers identified by City IT. This will be ne primary and tw child AD servers, fr redundancy and imprved perfrmance. One f these AD servers will physically be lcated at GUC. Cnfigure Active Directry t implement the design, including dmains, EUs, and security. Perfrm acceptance testing, including cnfirmatin that existing applicatins wrk prperly Mdify existing applicatins as needed t wrk in new envirnment. Develp and train IT staff n netwrk administratin prcesses such as persnnel changes, telephne updates, and security changes. Mve t prductin Decmmissin and repurpse existing Nvell cmpnents f the netwrk. Supprt the implementatin and prvide nging netwrk management. Dcument physical and lgical netwrk cnfiguratins, as equivalent t as built drawings fr an engineering/cnstructin prject. Expected Deliverables Wrking Active Directry netwrk fr City Assciated dcumentatin Pririty High Estimated Level f Difficulty Lw Prject Interdependencies Pre-requisite fr Plice/Fire CAD Implementatin. Requires Upgrade t Ltus Ntes Expected Duratins Cnstructin and Deplyment 6 mnths Netwrk Supprt Onging City f Gergetwn Infrmatin Technlgy Master Plan 65

66 Enterprise Data Architecture Sectin Name Descriptin Prject Establish Enterprise Data Architecture Prject Definitin Data is a critical resurce within any rganizatin. T achieve the maximum value fr each element f infrmatin, it must be designed fr reusability acrss multiple applicatins within the enterprise. The fundamental principle f data architecture is t structure data resurces and infrmatin systems t capture a data element in a single authritative surce, and prvide efficient linkages amng systems such that data can flw frm the surce t all cnsumer systems. This is achieved thrugh a mixture f business and technical standards and practices, which must be implemented within the rganizatin. Expected Benefits Crdinatin f data usage, with decreased redundancy Cnsequences f Nt Executing Prject Strategic Gals Addressed Increased ability t integrate multiple applicatins and share data. Imprved technical specificatins fr future applicatins. Redundant data entry and strage, resulting in inefficiencies and pprtunities fr errrs Mre difficult t integrate applicatins and access data #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. City f Gergetwn Infrmatin Technlgy Master Plan 66

67 Sectin Name Summary f Scpe/Apprach Expected Deliverables Pririty Descriptin Determine hw t manage City data mst efficiently. As new systems are implemented, develp a centralized data repsitry fr reprting and histric trend analysis. Dcument existing data resurces Develp an enterprise data mdel, including a data dictinary, t capture infrmatin needs thrughut the City and t guide the implementatin and integratin f new infrmatin management systems. Define current and future (needed) data flws amng data resurces Define respnsibilities fr data stewardship by data resurce within the department. Define practices fr data reuse and availability, including security, naming cnventins, metadata, dcumentatin f expected update frequency, dcumentatin f expected quality and accuracy. Mnitr and track assignments Develp planning prcess fr identifying needs fr additinal data, and allcating resurces t acquire the data Perfrm data develpment and acquisitin and maintenance prjects as needed Integrate data stewardship practices int all IT activities. Enterprise Lgical Data Mdel based n current and prpsed systems and knwn needs. This is an implementatin-independent definitin f the entities f interest t the Department, with their mst imprtant attributes. Enterprise Data Catalg. This catalg inventries the shareable data resurces available within the Department, with a summary f cntents, name f cntact fr use, and an indicatin f hw it is structured and implemented. It will als include selected external data, chsen because f its necessity fr linking Departmental systems t external systems such as New Wrld permitting. Enterprise Data Dictinary. This prvides definitins fr entities and attributes frm the lgical mdel, in a readilyqueriable frmat. List f high-level prblems r gaps in data availability Rles and respnsibilities fr data stewardship Individual and team assignments fr executing rles and respnsibilities Mdified perfrmance measures that incrprate rles and respnsibilities. Data acquisitin and maintenance plan High City f Gergetwn Infrmatin Technlgy Master Plan 67

68 Sectin Name Estimated Level f Difficulty Descriptin Medium Prject Interdependencies Prerequisite t extensive integratins, including GIS Integratins Expected Duratins Plan, Define, and Design Phases 6 mnths Cnstructin and Deplyment 6 mnths City f Gergetwn Infrmatin Technlgy Master Plan 68

69 Standardize Desktp and Strage Management Sectin Name Descriptin Prject Standardize Desktp and Strage Management Prject Definitin Implement desktp standardizatin and strage management initiatives designed t increase the efficiency and effectiveness f help desk and data center peratins. Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Custmer service (assist City IT Department t imprve service t its custmers i.e., ther City departments) Efficiency (imprve cntrl ver desktp cnfiguratin resulting in reduced maintenance and supprt csts, avid purchase f mre strage capacity than necessary) Effectiveness (enhance reliability, imprve cnsistency f desktp design, imprve user s experience f applicatin perfrmance) Avidance f litigatin (ver intellectual prperty / sftware licensing issues) City IT Department cannt supprt unlimited variety f different applicatins, versins, and cmbinatins Decreased reliability and increased cst fr maintenance #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. Adpt plicies fr desktp and strage management imprvements Desktp and laptp standardizatin Streamlined PC cnfiguratins Strage management standards Administrative management f desktps and laptps Incident management prcedures, tls, reprting, and metrics Sftware license inventry Sftware license management prcedures and tls Expected Deliverables Desktp supprt imprvements, strage management imprvements, management f intellectual prperty licenses Pririty Estimated Level f Difficulty Medium Medium City f Gergetwn Infrmatin Technlgy Master Plan 69

70 Sectin Name Prject Interdependencies Expected Duratins Descriptin N prerequisites r dependencies. Plan, Define, and Design Phases 6 mnths Cnstructin and Deplyment 9 mnths City f Gergetwn Infrmatin Technlgy Master Plan 70

71 Disaster Recvery and Business Cntinuity Planning Sectin Name Descriptin Prject Prject Definitin Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Develp Business Cntinuity and IT Disaster Recvery Plans Develp cmpnents f Business Cntinuity Plan that define business pririties that will drive IT Disaster Recvery activities, then develp IT Disaster Recvery Plan. Emergency Preparedness / Risk Mitigatin Readiness fr pssible disruptive event Preparatin fr unexpected Cntributin t verall risk management and audit readiness Effectiveness Imprved service availability, stability, and rbustness during rutine peratins Lss f critical data in the event f a disaster City gvernment s ability t respnd t a disaster is cmprmised #2- Prvide an enterprise-wide IT supprt rganizatin t identify new technlgy needs and requirements #4- Integratin f systems City f Gergetwn Infrmatin Technlgy Master Plan 71

72 Sectin Name Summary f Scpe/Apprach Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Descriptin Utlilize the Disaster Recvery Strategy prduced as part f the ITMP prject as framewrk fr prject. Crdinate with the critical dcuments tasks f the City s Recrds Management implementatin Determine pririties fr bringing business prcesses back int service after varius disruptin scenaris. Establish a Disaster Recvery steering grup. Cnduct scenari review t assess pssible disruptins and the assciated impacts. Perfrm risk assessments and audits based n scenaris. Establish pririties fr netwrk and applicatins, and fr key staff and facilities. Develp recvery strategies fr: critical data, servers, netwrk, client devices, and essential peripherals. Prepare an up t date inventry and dcumentatin f the plan. Test the plan. Develp verificatin criteria and prcedures. Implement the plan. Business pririties, IT Disaster Recvery Plan, justificatin fr investments in systems and service prvisins t implement recvery, and crdinatin with Recrds Management High Medium Relies n Recrds Management prject (inventry f recrds task) t define critical recrds. Plan, Define, and Design Phases 9 mnths Cnstructin and Deplyment 6 mnths Update every 2-3 years City f Gergetwn Infrmatin Technlgy Master Plan 72

73 and Calendaring Platfrm Sectin Name Descriptin Prject Prject Definitin Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Expected Deliverables Pririty Estimated Level f Difficulty and Calendaring Platfrm Imprve r replace current Ltus Ntes cnfiguratin; Bring all users n t the same versin; Deply enhanced tls fr , calendaring, and ther ffice prductivity functins; Integrate with Active Directry; Extend t mbile devices. Citizen service (meet public expectatins) Efficiency (imprve staff prductivity) Limited and calendaring functinality and perfrmance #2- Prvide an enterprise-wide IT supprt rganizatin t identify new technlgy needs and requirements #4- Integratin f systems. Update all users t the same Ltus Ntes versin Refine cnfiguratin settings fr Ltus Ntes t address the mst imprtant custmer requirements Integrate with Active Directry Extend access t mbile devices Imprve perfrmance ver slwer netwrk cnnectins, remte cnnectins, and ther aspects f use that experience prer perfrmance Offer staff training Supprt Re-examine business case in 3 years fr pssibly replacing Ltus Ntes Enhanced , calendaring, and persnal prductivity platfrm Medium High Prject Interdependencies Dependent upn netwrk enhancements; shuld be crdinated with Recrds Management and technlgy initiatives. Expected Duratins Cnstructin and Deplyment 6 mnths City f Gergetwn Infrmatin Technlgy Master Plan 73

74 Enterprise Infrmatin Prtal Sectin Name Descriptin Prject Prject Definitin Establish Enterprise Infrmatin Prtal Individuals tday need access t data frm multiple surces, whether they are citizens seeking infrmatin abut City gvernment r City emplyees perfrming their jbs. An Enterprise Infrmatin Prtal utilizes Web technlgies t pull tgether and rganize these multiple data surces in a cnsistent user experience, making access and utilizatin f data straightfrward. This prject will design and implement a City-wide infrmatin prtal strategy, incrprating an emplyee versin fr the City s Intranet and additins t the City s citizen-facing presence thrugh varius Internet channels. It will build upn this plan s enterprise data management recmmendatins and business intelligence technlgy, and will have the bjective f prviding every emplyee with the infrmatin needed t perfrm his/her jb, where, when, and in the frmat required, given security privileges. The public prtal will rganize publicly-available data t increase usability and gvernmental transparency. Expected Benefits Crdinatin f data usage, with decreased redundancy Cnsequences f Nt Executing Prject Strategic Gals Addressed Increased ability t integrate multiple applicatins and share data. Imprved ability f users t perfrm respnsibilities Users must lcate and navigate multiple surces f data, with assciated inefficiencies and risk f missing imprtant infrmatin #3- Enterprise infrmatin integratin #4- Integratin f systems. City f Gergetwn Infrmatin Technlgy Master Plan 74

75 Sectin Name Summary f Scpe/Apprach Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Descriptin Web strategy definitin Hw t pull tgether web presence fr citizens? Hw t pull Intranet resurces tgether fr emplyees? Prtal design and develpment Specify data needs Specify branding strategy Integrate with recrds management Utilize enterprise data architecture Define required capabilities by user type Manage lk & feel Plan an incremental, nging implementatin as needs expand and new data resurces becme available Prtal Management Strategy Design specificatins fr internal and external prtals Wrking Prtal applicatins Medium Medium Depends n Web standards, data specificatins frm Enterprise Data Architecture, multiple prjects fr data imprvement, Recrds Management Plan, Define, and Design Phases 12 mnths Cnstructin and Deplyment 6 mnths City f Gergetwn Infrmatin Technlgy Master Plan 75

76 6.2.5 Quick Wins City-Wide Standards and Plicies fr External Websites Sectin Name Descriptin Prject Prject Definitin Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies City-wide Standards and Plicies fr External Websites Develpment f standards and plicies that enable the City t manage its message and maximize the service prvided by its website and scial netwrking channels. City image Citizen service Aviding litigatin Efficiency (staff time spent mnitring and respnding t citizen cmments) Cnsiderable City staff time spent respnding t citizen cmments and questins Quality f infrmatin prvided des nt meet City standards Web sites prvided by third-parties d nt share City lk and feel r plicies (privacy, security) #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. Standards that address the fllwing tpics and thers that will surface as technlgy evlves: Privacy plicies Lk and feel, user friendliness, navigatin Apprval f cntent Departmental purchase f additinal websites Respnses t citizen cmments Technlgy frmats (PDF, etc.) ADA cmpliance Cnsistent message, lk and feel, and service thrugh the City s website and scial netwrking channels Medium Lw C-requisite with nging technlgy effrts by the City s Webmaster City f Gergetwn Infrmatin Technlgy Master Plan 76

77 Sectin Name Expected Duratins Descriptin Plan, Define, and Design Phases <3 mnths Cnstructin and Deplyment <3 mnths City f Gergetwn Infrmatin Technlgy Master Plan 77

78 Digital Vide Capabilities Sectin Name Descriptin Prject Prject Definitin Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Digital Vide Capabilities Equipment, sftware, and training fr creating, editing, and delivering streaming vide. Citizen service (quantity and level f infrmatin prvided t citizens, meet public expectatin.) Efficiency (reducing questins fr ther City departments) City is unable t create, edit, and deliver streaming vide thrugh its internet and intranet websites #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. Equipment t create streaming vide Sftware t edit streaming vide, including parsing and attaching t indices. Strage capacity fr streaming vide created by City and prvided by thers Integratin with Muni Agenda fr streaming Cuncil Meetings Establishing recrds management apprach fr streaming vide Supprt fr streaming vide by City s IT prfessinals Streaming vide n City and third party websites Medium Medium Prerequisite t Muni Agenda integratin. Plan, Define, and Design Phases 3 mnths Cnstructin and Deplyment <3 mnths City f Gergetwn Infrmatin Technlgy Master Plan 78

79 Integratin f Muni Agenda with Digital Vide Sectin Name Descriptin Prject Prject Definitin Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Expected Deliverables Pririty Estimated Level f Difficulty Integratin f Muni Agenda with Digital Vide Perfrm integratin t use agenda items in Muni Agenda as indices t lcate related vide segments frm City Cuncil meetings Citizen service (quantity and level f infrmatin prvided t citizens, meet public expectatins) Efficiency (reduce level f detail in written City Cuncil meeting minutes) Access t City Cuncil agenda will be separate frm vide f City Cuncil meetings #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. Business prcesses designed and established Integratin specified, cnstructed, installed, and tested Deplyment, including training, refinement f business prcesses, and fine tuning f integratin Onging supprt and refinement Streaming vide f City Cuncil meetings n City website, indexed n City Cuncil Agendas Medium Lw Prject Interdependencies Dependent upn implementatin f Digital Vide Capabilities Expected Duratins Plan, Define, and Design Phases 3 mnths Cnstructin and Deplyment 3 mnths City f Gergetwn Infrmatin Technlgy Master Plan 79

80 Vide Cnferencing Sectin Name Prject Descriptin Vide Cnferencing Prject Definitin Equipment, sftware, and training fr hsting and participating in internal and external vide cnferences Expected Benefits Cnsequences f Nt Executing Prject Strategic Gals Addressed Summary f Scpe/Apprach Expected Deliverables Pririty Estimated Level f Difficulty Prject Interdependencies Expected Duratins Efficiency (reducing travel between City lcatins) Citizen service (prviding alternative methds fr meeting with City staff and fficials.) Imprved pprtunities fr training/cmmunicatins at varius wrk lcatins acrss City. All participants required t be at same lcatin when telephne is nt sufficient t accmplish a meeting s purpse #1- Inter-rganizatin autmated business prcesses t meet internal needs #4- Integratin f systems. Audi / visual equipment t riginate and receive vide cnferences Sftware t facilitate cmmunicatin f vide cnferences Integratin with streaming City s digital vide capabilities Pssible integratin with Cisc IP telephne system. Implementatin ver time f capacity t manage multiple applicatins, at multiple sites. Vide cnferences with bth internal and external parties Lw Medium Sme capabilities are dependent n the City s digital vide implementatin. Plan, Define, and Design Phases 3 mnths Cnstructin and Deplyment 3 mnths City f Gergetwn Infrmatin Technlgy Master Plan 80

81 6.3. Prgram Timeline The list f recmmended prjects previusly identified must each be executed in an rganized and prgrammatic manner that reflects the prject dependencies and the City s capacity cnstraints (i.e., the quantity f prjects that can be reasnably implemented and absrbed by the City). This Technlgy Prgram implementatin schedule is designed t reflect City users ability t absrb new technlgy and related business prcess imprvements, as well as the IT Department s capacity t supprt these effrts. The schedule belw represents a high-level radmap rganized by quarter within each fiscal year fr the next five years. Fr each fiscal year, it is recmmended that mre detailed tactical plans, scpes f wrk, budgets, and schedules be develped fr the City f Gergetwn technlgy imprvement prgram. These will be elabrated in prject plans, budgets, and specific schedules fr each prject and its cmpnent tasks. The implementatin schedule belw presents each prject and the fiscal quarter in which it is scheduled t be active. The clr cding indicates the Phase f the System Implementatin Life Cycle which will be taking place, as fllws: Yellw Plan, define, and design/select Orange Cnstruct, deply Grey Supprt, enhance Blue Multi-year deplyments and/r enhancements f existing applicatins The City f Gergetwn technlgy imprvement prgram schedule is illustrated belw. City f Gergetwn Infrmatin Technlgy Master Plan 81

82 City f Gergetwn Infrmatin Technlgy Master Plan 82