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Home My WebLink AboutFS 2016-08-16 Item 2D - Discussion - Technology Strategy and VisionCity of Tukwila Allan Ekberg, Mayor INFORMATIONAL MEMORANDUM TO: Finance and Safety Committee FROM: Joseph Todd, Director of Technology Services CC: Mayor Ekberg DATE: 08/10/2016 SUBJECT: Preview of Technology Strategy and Vision ISSUE Consideration and understanding of the City of Tukwila Technology Strategy and Vision BACKGROUND As the new IT Director I and my team have been with the strategy and execution plan for providing the City of Tukwila with a digital transformation. This transformation strategic and frame includes 5 strategic initiatives that are key for the next 1 to 5 years: Customer Focus, People, Culture, Innovation, and Solid IT Foundation DISCUSSION l&TS seeks to provide understanding of our new framework, initiatives, business model, implementation schedule and roadmap in our discussion. We will also provide preliminary numbers to help in understanding and clarification of cost for the cities digital transformation. The Council is being asked to consider the following: • Strategy, Vision, Framework, Business Model, Initiatives and baseline cost analysis FINANCIAL IMPACT TBD RECOMMENDATION Understand l&TS plan and vision. Move forward with initial funding for this year to support our cities digital transformation. ATTACHMENTS l&TS Vision 2020 package 19 20 Technology and Innovation Services Strategic and Tactical Plan vision 2020 N N City of Tukwila 1 Innovation and Technology Services Mission and Vision Implementation Business Model V' City of Tukwila 1 Innovation and Technology Services 4LI1117 Mission Vision Values N W 1 Innovation and Technology Services will provide innovative reliable, and integrated technology solutions in alignment with city goals and objectives, while delivering excellence in customer service Provide Innovative technology solutions that enable both employees and citizens to reach their 1 goals and beyond Livality, Personal and Team Development, Fun, Enjoy the Journey, Innovation, Integrity People Create a career path Invest in training and professional development Grow the IT to employee ratio from 1:60 to 1:30 RAA (Responsibility Accountability, Authority) Facilities Culture of Yes 7 4 ITIL Bench marking Best Practices / Lean Vendor Management User Adoption Culture Change Management Training and Outreach Change the IT experience Build Climate of Trust Create a core of early adopters and influencers Quality Assurance N City of Tukwila 1 Innovation and Technology Services Customer Focus Start with customer and end with the customer (CXJ) Measure Quality of interactions Clear Customer Experience Know the customer business Start with customer (CXJ) Personalization 0000 001=0 IT Service Management Agile Delivery Level 1, 2, 3 support Sourcing Partners Iterative delivery IaaS Cloud First Scalable Integrated Systems Refresh soft. and devices Mobile only front line I 1I II II II Pmb 1I II 1 II Innovation Innovation Lab POC's and Pilots Rapid Deployment and testing Capture innovative ideas from users Iterative Deployments Technolo Mobile only strategy Top Collaboration Tools C:11=1■ City of Tukwila 1 Innovation and Technology Services Customer Focus Start with customer and end with the customer (CXJ) LMeasure Quality of interactions Clear Customer Experience Know the customer business Persona (CXJ) Personalization • Customer Experience Analysis • Know the customer better than themselves • Understand the organization, the people, what they do • Focus on services that increase customer productivity and efficiency • Make the right investments based on business needs • Build computing roadmaps that align with the business • Build or buy capabilities that are scalable, reliable, and future proof • Personalization N 0) City of Tukwila 1 Innovation and Technology Services People Create a career path Invest in training and professional development Grow the IT to employee ratio from 1:60 to 1:30 RAA (Responsibility Accountability, Authority) Facilities • Increase Help Desk Capability • Vitalyst (call abatement and increased help desk demand) • End user training capabilities • End user product help • Staff Strategically for Core team • Senior Public Safety Administrator • Project Management / CXJ Analyst • Change Focus of core Staff • Increase 1 on 1 support with departments • Learn the business • Provide Business Specific solutions • Focus on customer strategy Mobile only strategy Top Collaboration Tools Business Analytics Systems Integration Technology Hybrid Infrastructure City of Tukwila 1 Innovation and Technology Services 0 •:er •,'t.i'. Infrastructure IT Service Management Agile Delivery Level 1, 2, 3 support L II II II II 11 II ..L_ IaaS Cloud First Scalable Integrated Systems Refresh soft. and devices Mobile only front line 1 Process I ITIL 1 Bench marking ' 1 1 1 1 1 Best Practices / Lean 1 I I 1 Vendor Management I I II II 1 1 User Adoption 1 1 1 1 Quality Assurance 11 IL • Implement IT Service Management • Deploy IT Customer Portal • Deploy IT Service Catalog • Deploy robust incident management and ticketing process • Deploy robust customer feedback loop • Robust automated asset tracking 0 N OD City of Tukwila 1 Innovation and Technology Services Vendor Assessment and selection 2017 / 2018 budget Ws Shift to Office I 365 from on Prem. I Technology I Refresh Plans I Go live with Technology Lease Plan Profile Based Device Deployments V' Cloud Based Soft Phone Intranet 1 1 • • I I I I People Plan I I 1 Agilb- - --1 IMO 41 I Strategy i 1 Cell carrier Datja Warehouse !Plain and deploy Clouf First 1 I Strategy 1 1 I I I I I I I I I I I I I change ari Deliver 1 technologies, inc. Spillman reliable it RMS *Municipal Wireless Network Plan City Stuff Mobile App Tukwila Hybrid Cloud Genius Bar City of Tukwila 1 Innovation and Technology Services CD v� IT Competency Customer Engagement Center & Demand Management • WIN • • IF • Customers Storefront On- boarding Direct Calls One -on -one Road shows News Letters Departments Infrastructure Developed Solution Delivered itize IT Service Center Service Delivery And Operations Prod Support CO O City of Tukwila 1 Innovation and Technology Services • • AIM& Customers Request / Help • Service Centre • TIS Operations • Infrastructure Performance • 1:1 engagement (Consultation) • Design and Requirements • 3rd Level Support • Managed Services Support Teams 4iP 46_ Help Desk (IT Service Center) Level 0, 1 , 2 , 3 3rd Party Managed Service (24/7) • 1:1 engagement for custom services • Level 1 and 2 support and Field Services 3rd Party Software Packages • 1:1 engagement for custom services • Level 3 support Vendor Support • Licenses • Premiere Product Support _PF \)_. �( City of Tukwila 1 Innovation and Technology Services Customer Requests New Features Action Item List Low Priority/ Deferred Bugs Wish List CG) Consolidate & Prioritize Product Backlog Iteration Planning add items from top of list, until full. Once set, don't change Agreement on what to change,' improve for next iteration Daily Standup: - Yesterday -Today -Help Needed Do Work Iteration Backlog Determine Iteration Length <4 weeks (avg. = 2 weeks) Conduct Retrospective Iteration Demo Release Product CO N City of Tukwila 1 Innovation and Technology Services Department or IT Capability Being delivered Tech/ Infrastructure Projects/ Enabling Activities 2016 2017 2018 Business Intelligence (performance measures) Safe crime free engaged communities Reportin0 Tools Information Sharing (integration,;- - databases and content management) IAA Infrastructure Os a Service Train-in-0 tools and services Community input AWS and Azure Data and Integration y HPE, Azure, AWS Tableau, Power BI, Domo Survey Monkey, Apps Apps, Spillman (NOVA) Innovation Hub, Genius Bar, Zen Desk AvePoint, Litmos Advanced technology consumption IM, Voice and Integrated Video Integrated GIS Services • eSRI managed cloud services Mobile Device Management and Development MDM AZURE AWS app development cloud Office 365, Cloud PBX, Skype for Business Crystal Reports, SSRS, Oracle reports ,COGNOS Information Sharing and Reporting across departments and communities End User capability and capacity ■ IT Governance (applications, security, Devices, Data Retention, go to cloud and mobile strategy) End to End BI tools and services Mobile and Cloud Strategic Strategy File Sharing and Collaboration Sourcing Partnerships ( help desk, implementation partners, Sustainment, Training Partners, city and state wide partnerships) City of Tukwila 1 Innovation and Technology Services Department or IT Capability Being delivered Tech/ Infrastructure Projects/ Enabling Activities W W 2020 2021 2022 Tactical Refresh of Financials systems -- My Tukwila Mobile App Personalization of services Fire and Pol Integration with internet of things Automated ordering systems ce technology refresh Cloud Implementation of Machine learning Video Analytics 1' Permitting, E- payments, accident reports, park reservations Move to robust DBMS, v Financial tools and services refresh financial platform Sensor based tools Nova Spillman BaVnote Personalization Ensure city facilities are safe efficient and inviting to the public. AZURE and AWS for predictive analytics 3VR video intelligence Echo By Amazon, Google at work voice search and ordering End User capability and capacity IT Governance (applications, security, Devices, Data Retention, go to cloud and mobile strategy) Establish policies and processes to adopt technology that improves City services and makes them more efficient Fiscal sustainability Disaster Recovery (cloud implementations outside the Puget Sound) Sourcing Partnerships ( help desk, implementation partners, Sustainment, Training Partners city and state wide partnerships) co City of Tukwila 1 Innovation and Technology Services Backup City of Tukwila 1 Innovation and Technology Services Ongoing Activity RIM Monthly Quarterly Technology Planning Technology Plan Execution Performance & Measurement Governance Alignment with Communication and Training arms Plan and messaging review Meeting Identification and review of key marketing and communication channels, KPIs and ongoing gap monitoring Technology Services Department Heads Communication Team Program Roadshow Awareness of services and timeline Meeting; customer presentation; physical collateral Presentation of walking deck, highlight of portfolio and roadmap Department Heads Department Mgrs. Training Deployment Deployment Status Update Content Curation Leadership Presentation Promotion of 101 and 102 training around new tools Email Newsletter, Blog Post city website Updates Promotion of schedule, availability, content and intended audiences Dept. Managers End Users Continuous and consistent update on progress Email Newsletter, Site Blog Post city Website Updates Department onboarding progress to date, spotlight of new capabilities and use cases talk efficiencies Department Heads Ongoing development of content depth and breadth Email Newsletter, Site Blog Post, city website updates Success stories, lessons learned, FAQ, training and help (tips & tricks) Internal and external End Users IT and Department update of vision IT and Department Town Halls Presentation, Video Evangelism of features and services supported, promotion of roadmap Department Heads Managers End Users Assessment of KPI's Report on tracking against KPIs Email Newsletter, Site Blog Post, city website Metrics on groups trained, help tickets supported, departments on boarded, Managers Directors Dept. Comms Focals Governance: Monitor Compliance Visibility to governance committee and model outputs Email, Audience specific reporting Development, execution and monitoring of governance. Reporting of metrics Department Heads Managers End Users CO CA City of Tukwila 1 Innovation and Technology Services Supplier plier elationnship Management Operation Process Model Previous Performance Assessment dor Program Arra lysis C o riducti ng performance rice measurement t from previou 5 sourcing project Selection Controlling Risk. Control Using Vendor Evaluation Program to determine wheth- er to replace vendor based on evaluation results Optimization Eliminate and mitigating risks in all aspects. during the soi,J r' - in g process Performance Improvement Adopting choices of mecha- nisms to streamline the sourc- ing proce55 to achieve cost elf tine and effiicient results.