HomeMy WebLinkAboutReg 2015-08-17 Item 2B - Presentation - Technology Services Strategic PlanCity of Tukwila
Jim Haggerton, Mayor
TO: City of Tukwila Councilmembers
FROM: Mary Miotke, Technology Services Director
DATE: August 17, 2015
SUBJECT: Technology Services Update & Strategic Plan Summary Presentation
MEMO
This presentation will update the City Council on Technology Services' (TS) operational
and strategic direction.
After a comprehensive analysis, Technology Services has developed both an
Operational Overview and Strategic Plan that: 1) clarifies all TS services, 2) establishes
performance measures, 3) identifies major internal /external issues & challenges re:
evolving Citywide technology needs & service delivery factors, 4) long -term goals, 5)
major technology initiatives, and 6) planned operational refinements.
Full copies of the Technology Services Operational Overview and Strategic Plan
documents were previously provided to Councilmembers. A Strategic Plan summary
document, which includes planned operational improvements identified during the
Operational Overview analysis, has been included in this agenda packet.
Specific components in the presentation will include:
• Introduction of TS staff and consultant John Luthy, Futures Corporation
• Timeline of analytical, operative and strategic planning efforts to -date
• Summary of Technology Services Operational Overview
• Summary of Technology Services Strategic Plan
• Technology Council purpose and charter
• Technology Team formation
• Next steps: City -wide Technology Master Plan
ATTACHMENTS
Strategic Plan Summary document
Technology Council Charter
Technology Services Department
City of Tukwila
August 17, 2015
The Technology Services Strategic Plan provides an overview of the most important issues and
challenges, long -term goals and actions/ strategies identified during over six months of
investigation and analysis.
This summary includes the following key elements:
• Key Priorities /Focus Areas requiring priority emphasis over the next three to five years
• Planned Operational Improvements identified during the analysis process
• Major Strategic Initiatives to be addressed over the next several years
Key Priorities /Focus Areas
Over the next three to five years, the Technology Services Department will focus on six
critical areas:
City Department Operating Efficiency — The Technology Services strategic plan has one
central theme: to continually improve the City's overall operating efficiency, effectiveness,
quality and general productivity through the application of technology. While technology
is not a panacea, it is the most centralized tool for improving the operation of City
government. Virtually every issue and associated goal, if properly addressed, will improve
these four interrelated areas while reducing operating costs.
2. Server Virtualization - Migrate the City from numerous stand -alone servers that require
significant maintenance, constant monitoring, intervention and upgrading to three to five
scalable servers that have upgradable capacity with the capability to serve all City
departments.
3. Policy /Protocol Standards —The Technology Services department will devote resources to
compiling all current voice /data /Wi -Fi /mobility SOP's and guidelines into a
comprehensive document that integrates all elements. It will also collaborate with the
Technology Council to create realistic new policies and protocols to guide this element of
City government operations. Once done, for the first time the City will have a complete
document to plan, evaluate, and develop its overall Technology Services capability in a
manner that continually improves service to the public.
4. Wi -Fi and Mobility System Development - Due to the ubiquitous nature of Wi -Fi and the
positive impact mobile devices have on productivity, efficiency and the ability to respond,
the Technology Services Department will make every effort to continue system
modernization and refinements.
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Technology Services Department
City of Tukwila
August 17, 2015
5. Disaster Recovery Planning - Even though voice and data communication is ubiquitous
and vital to every City department, the Technology Services Department has not fully
participated in disaster recovery planning efforts. The Department will request continued
involvement and will collaborate with all departments to develop a voice /data system
disaster recovery plan that integrates into the City's emergency response plan.
6. Improved Customer Experience and Expectations — In a collaborative effort with its
customers, the Technology Services Department will strive to improve the users
experience with the use of technology to empower all staff to become as efficient and
proficient as possible when serving the citizens of Tukwila.
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Technology Services Department
City of Tukwila
August 17, 2015
Planned Operational Improvements
Operational improvements in the following Core Service Areas were identified during the
analysis and planning process. Work has already begun on many of the items listed.
A. Core Service: Technology Service Center
• Develop and implement Service Level Agreements with baselines.
• Evaluate systems and processes for documenting, managing and reporting on incidents
and service requests to ensure work efforts are focused on areas that maximize
productivity.
• Upgrade development tools and Microsoft framework systems to maintain compliance
with vendor supported versions.
• Increase accuracy and amount of technology asset information available to ensure the
most cost effective and efficient use of hardware, software and network resources.
• Develop and implement new conference room equipment standards to reduce the cost of
maintenance and repair.
• Upgrade systems to maintain compliance with vendor - supported versions.
• Evaluate current email system configuration and make appropriate changes to ensure
environment is cost - effective and efficient.
B. Core Service: Business Analysis / Project Management Services
• Develop and implement Technology Services Relationship Management as a service
within the technology department and build required trust for this service to City
Administration, Department Directors, and business owners within the City departments.
• Develop and implement schedule templates to streamline and standardize project
implementation.
• Use project metrics for improved project performance.
• Implement technology governance through a technology council to better achieve City
goals and advance the management of technology resources.
C. Core Service: Technology Application Services
• Create software product management policies and procedures for the acquisition,
management and support of COTS software products.
• Create database administration policies and procedures for the development, support and
management of database environments.
• Conduct an annual inventory of software products to identify all products in use and to
assess their compatibility with current and future architectural standards.
• Create product roadmaps for all critical software products to keep abreast of vendor
product roadmaps which identify new versions, new features and when products are
being retired.
• Identify funding source for COTS software product upgrades and replacements.
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Technology Services Department
City of Tukwila
August 17, 2015
D. Core Service: Technology Infrastructure Services
• Reduce costs of cabling and reduce recovery time on server systems by increasing use of
new technology.
• Reduce costs per server by increasing percent of servers running on virtual hosts.
• Increase the use of automation to increase productivity and reduce costs.
• Develop Infrastructure as a service for servers and storage and set service levels with
customers.
• Introduce improved operating efficiency by expanding wireless coverage to all wired City
building locations.
• Improve call manager performance by upgrading hardware and application to latest
version.
• Increase cross training for all staff members on common voice and network equipment as
new voice and network systems are added into production.
E. Core Service: Information Security Services
• Develop a standards -based security management plan.
• Publish security policies and, where appropriate, standards and processes.
• Develop and implement a formal Security Awareness Program.
• Implement centralized log management (CJIS audit point).
• Restructure existing standalone monitoring systems into a centralized continuous
monitoring process.
• Develop and implement a formal Incident Response Program.
F. Core Service: Technology Services Business Support
• Leverage technology to realize strategic management goals and opportunities.
• Identify opportunities to improve the efficiency of financial processes to improve service
and lower costs.
• Review and identify any potential non - compliances or other problems that could have an
adverse impact on the department.
• Ensure contract and purchase management activities are conducted in accordance with
city policies and procedures, applicable laws and regulations, and customer specifications
or requirements.
• Improve contract administration practices to achieve excellence in contractor and vendor
performance to ensure the City receives goods and services on time, and within budget.
• Raise staff awareness of the need to not just negotiate purchases and contracts with third
party suppliers, but also to track performance and monitor compliance of contracted
obligations once the contract has been signed.
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Technology Services Department
City of Tukwila
August 17, 2015
Major Strategic Initiatives for FY 2015 - 2020
Over the remainder of this biennium, the Technology Services Department will address the
issues described in this plan and will develop at least 12 or more major initiatives. Each
initiative listed below will be undertaken as a standalone project that will be prioritized by the
Technology Council and most likely involve and depend upon other City departments for full
and successful implementation.
1. Establish Technology Council — Meeting once a month, members representing all
departments will serve in an advisory capacity to facilitate short and long term planning,
policy formation, problem solving and priority setting.
2. Establish User Committee /Team — Technology- focused subject matter experts will meet
monthly to discuss current projects, issues, and problems. Staff members participating
will be familiar with technology in their departments and /or an experienced user of a
particular enterprise software application and willing to act as a resource for all City staff.
This committee will work in conjunction with Technology Services to promote and
implement priorities identified by the Technology Council.
3. Server Virtualization and Enterprise Application updating - Migrate from numerous
servers that require significant maintenance, constant monitoring, intervention and
upgrade to scalable virtual servers that have upgradable capacity with the capability to
serve all City departments. Update to latest version all Enterprise applications currently
licensed, specifically Microsoft Exchange, SCCM, and SharePoint systems.
4. Expand and Unify Citywide Wi -Fi — Fully implement one Citywide Wi -Fi network that is
compatible with all sanctioned mobile devices and allows broad, fast and reliable
coverage. This will reduce dropped data connections, save time, increase efficiency and
increase productivity.
5. Modernize Mobile Phone Policy & Practice — According to a business case analysis,
establish a new and more contemporary policy framework for mobile phone features,
purchase, connection and use on the City system, including the use of texting. This will
save money, time, and effort currently dedicated to solving totally avoidable problems
associated with poor or ineffective mobile phone policies and protocols.
6. Create Voice /Data System Orientation Tutorial — As part of the department's renewed
training effort, staff will develop guidelines and clear tutorials for existing and new
employees based on policies, protocols, guidelines, regulations and system parameters.
This will allow faster and more complete orientation of new personnel and more clarity
for existing employees who are often unaware of City policies or how to work with the
Technology Services Helpdesk and overall technology system.
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Technology Services Department
City of Tukwila
August 17, 2015
7. Develop a Technology Training Curriculum — For greater knowledge, skill and abilities
(KSAs) regarding the technology systems, this series of simple programs will promote end -
user development. This will be comprised of several short courses (self- taught or staff
taught) and will be created in parallel with a tutorial, which is a written overview. Subjects
such as email use, software use, software compatibility guidelines, equipment guidelines,
system access, process improvement, Wi -Fi, personal device guidelines, Tech Tips and
FAQs could be included.
8. Update the Technology Disaster Recovery Plan — While there are currently fundamental
plan elements, there is no comprehensive plan that integrates into the City's emergency
response plan. This is a high priority. Other cities have strong internal technology disaster
recovery plans and guidelines and City must have a comprehensive plan that integrates
with other area and regional plans.
9. Develop a Comprehensive Technology Policy /Protocol Document — Undertake broad
policy /protocol analysis to determine issues and gaps that impact efficiency, productivity,
service quality and cost efficiency. This document will include cellular phones and texting,
device mobility, remote access, cloud computing, document archiving and other areas
that surface during the analysis. All SOP's and guidelines will be available for reference
on -line or via a hard document.
10. Institute a Technology Business Process Analysis (BPA) Approach — To reduce errant
technology costs and deter compatibility issues, the department and the Technology
Council will create guidelines for how to use basic business process analysis when
assessing any requirements that (may) require or have only a technology solution.
Implement a process that integrates RO1 analysis into all user technology planning BEFORE
it comes to the Technology Services Department as a request for service.
11. Prepare and Conduct a User Needs Assessment — There has been no formal end -user
needs assessment for quite some time regarding technology and how technology could
cost - effectively improve performance and operating efficiency, effectiveness, quality and
productivity.
12. Analysis of Procurement — Using the current hardware inventory and conducting a
citywide software Inventory as a baseline, analyze how hardware /software purchases
impact Technology Services' or other departments' workloads and operating
effectiveness, efficiency and productivity, including the creation of guidelines that require
up -front business case analysis that identifies "ripple effect" for any department level
hardware /software purchases.
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Technology Services Department
City of Tukwila
August 17, 2015
13. Mitel VoIP Phone System Upgrades — Existing VolP telecommunication system software is
outdated and soon to be unsupported. The vendor's technical service representatives
have difficulty recalling the configuration and interface navigation when called upon for
support. The basic system hardware is in good working order but upgrades and feature
expansions are available and would increase speed and reliability of the phone system.
Software upgrades with the latest patches would increase system security and provide a
more refined interface for administration, increasing the opportunity for cross - trained
support by multiple technicians. Upgrading to the latest software and hardware would
allow for renewal of our support agreement in 2016 and reduce the risk of system
downtime when a service call is required or during potential major problems. Any
planned upgrades could require system downtime — scheduling phone outages will be an
issue for customers.
14. Unified communications — Integration of Microsoft Lync with our current VolP phone
system would allow users to fully utilize many time saving features such as instant
messaging, current status, staff look -up with mouse click quick -dial, voicemail integration
with Outlook and desktop sharing. At this time, Lync has only been deployed to a limited
number of users to beta test features and system integration. Due to lack of policy and
legal issues surrounding public records requests, full deployment of this useful tool has
been delayed. This software is currently licensed for use and other agencies have now
implemented this efficiency tool and can be a model for policy.
15. Computer Replacements - Working in tandem with the computer replacement schedule
and in an effort to provide equipment that will be the most useful and efficient for the
customer, Technology Services would like to offer department personnel the option of
acquiring devices beyond the standard baseline computer. This could include a laptop,
laptop docking stations, additional storage or RAM, power -user computers, extra
monitors, etc. Although associated departmental budget above the standard issue cost
will be required, the flexibility offered will provide end -users more control over their
computing environment.
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City of Tukwila
Technology Council Charter
The City's Technology Council exists to facilitate citywide analysis, planning and
development of technology requirements that directly impact efficiency, effectiveness,
productivity, service quality and delivery costs. To meet growing voice, data, AN,
network, security, reporting, and other technology needs, the Technology Council will
focus on four fundamental platforms as indicated below.
Short and long -
term planning
Policy Technology Problem -
formulation Council solving
Priority
setting
In pursuit of the above, the Technology Council will:
— Serve in an advisory capacity to facilitate development of the City's Technology
Master Plan;
— Review, revise and help formulate new technology policies, procedures, and
protocols;
— Help analyze issues and challenges identified by the Technology Services
Department;
— Serve as ombudsman to solve or help solve identified problems;
— Develop a comprehensive technology financial plan that meets the needs of all
departments;
— Ensure that technology standards exist and are compatible with need, value and cost;
City of Tukwila Technology Council Charter
Tuesday, July 28, 2015
11
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— Help facilitate the City's effort to strengthen its overall technical capability and
capacity through training and technical skills development;
— Increase communication and awareness of the goals and objectives of the City
to other employees;
— Oversee the formation and efficient operation of a Technology Users
Committee comprised of technically savvy personnel identified in each
department to serve as a conduit for information on technology matters back to
the Technology Services Department;
— Review information concerning computer, software, mobile, GIS,
transmission, data reporting, and transparency technology standards and
systems within City government;
— Identify technology support needs and methods for ensuring adequate support
to departments; and
— Represent all departments and Tukwila City government as the central
advisory Council for the Technology Services Department and its efforts to
provide citywide technical systems, support services, rapid problem
intervention, security, planning, policies and training as technology becomes
more integrated into the fabric of every City program, service, policy and
interaction with the community.
This Charter establishes the purpose and function of the Technology Council. In
addition, it will have parameters that establish its membership, agenda, meeting
schedules, and operation. This Technology Council is established in May 2015 and
will serve as a permanent element of the City Administrative Team.
City of Tukwila Technology Council Charter
12
Tuesday, July 28, 2015