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The Florida League of CitiesThe Florida League of CitiesCenter For Municipal Center For Municipal
Research & InnovationResearch & Innovation
Innovative Technologies Innovative Technologies
SymposiumSymposium
Implementing IT GovernanceImplementing IT GovernanceAn OverviewAn Overview
Lawrence Di GioiaLawrence Di GioiaInformation Services DirectorInformation Services Director
City of Altamonte SpringsCity of Altamonte Springs
[email protected]@ALTAMONTE.ORG
407-571-8054407-571-8054
‘… ‘…Presentations Will Provide Presentations Will Provide Examples Of How Examples Of How Technologies Can Technologies Can
Transform Your City”Transform Your City”
Who Has Unlimited Resources To Who Has Unlimited Resources To Implement These New Found Implement These New Found
Technologies?Technologies?
…….. Anyone?.. Anyone?…..Bueller?.. Anyone?.. Anyone?…..Bueller?
IT Governance CommitteeIT Governance Committee
Implementing One Can Help Your Implementing One Can Help Your Organization Make The Best Organization Make The Best
Decisions About Which Decisions About Which Technologies To Implement And Technologies To Implement And
WhenWhen
Why We Implemented ITGCWhy We Implemented ITGC
Limited Resources Limited Resources
Unlimited RequestsUnlimited Requests
Consumerization of ITConsumerization of IT
Poor Communication & No Skin in The Poor Communication & No Skin in The GameGame
IT’s View of ManagementIT’s View of Management
NO, NO, I Said NO!NO, NO, I Said NO!
We’re Not Buying Toys, We’re Buying We’re Not Buying Toys, We’re Buying You ……….You ……….
You Guys Just Don’t Get You Guys Just Don’t Get “IT”“IT”
You Don’t Understand or Appreciate Our You Don’t Understand or Appreciate Our SkillsSkills
Management’s View of ITManagement’s View of IT
More Money! More Money, More Money! More Money,
MORE MONEY!MORE MONEY!
My Flux Capacitor Won’t Function My Flux Capacitor Won’t Function Properly Until You Upgrade My Computer Properly Until You Upgrade My Computer To 1.21 Gigawatts? I’m Sorry, What To 1.21 Gigawatts? I’m Sorry, What Language Are You Speaking?Language Are You Speaking?
They Don’t Understand or Appreciate The They Don’t Understand or Appreciate The Needs of The BusinessNeeds of The Business
What Were We Looking At?
Focused on Technology Focused on Technology
Putting Out FiresPutting Out Fires
Organizational “Stovepipes” Organizational “Stovepipes”
Unknown CostsUnknown Costs
Technical Metrics Technical Metrics
Value? What’s That?Value? What’s That?
Nobody WinsNobody Wins
How Can we Get on The How Can we Get on The Same Sheet of Music?Same Sheet of Music?
IT GovernanceIT Governance
StrategyStrategy
Risk ManagementRisk Management
Value DeliveryValue Delivery
Monitoring and ReportingMonitoring and Reporting
CommunicationCommunication
Decision MakingDecision Making
Determined “Determined “IFIF “ We Were Ready For “ We Were Ready For Change. MUST have Support From The Change. MUST have Support From The Top!Top!
Define Governance Define Governance Who is Responsible For What?Who is Responsible For What?
Who IS on the ITGCWho IS on the ITGC
Governing the City’s IT Environment
Establish Governance CharterEstablish Governance Charter Create structureCreate structure Rules, Guidelines, Formal ProcessesRules, Guidelines, Formal Processes Expectations: IT Expectations: IT andand Management Management ITGC Leadership RolesITGC Leadership Roles
ChairpersonChairperson Vice ChairVice Chair SecretarySecretary
Governing the City’s IT Environment
The BIG QuestionThe BIG Question
Hedgehog!Hedgehog!
DecisionsDecisions
ITGCITGC
How Technology Is Used How Technology Is Used In The CityIn The City
Which Business Which Business Application Will Be UsedApplication Will Be Used
When and How Much To When and How Much To Invest In IT, Project Invest In IT, Project ApprovalApproval
ITIT
Architecture Architecture
SecuritySecurity
InfrastructureInfrastructure
VisionVision
Eliminate Human LatencyEliminate Human Latency
MissionMission
Spend Time With Our Customers To LearnSpend Time With Our Customers To Learn
What They Do, What They Need and WhatWhat They Do, What They Need and What
Their Expectations Are. Their Expectations Are.
In Doing So, We Can Provide InnovativeIn Doing So, We Can Provide Innovative
Information Management Solutions ThatInformation Management Solutions That
Support The Residents, Employees,Support The Residents, Employees,
Business Strategies And FinancialBusiness Strategies And Financial
Objectives of The City of Altamonte Springs Objectives of The City of Altamonte Springs
Review of IS OrganizationReview of IS Organization
Review of Current City IT Investment Plan Review of Current City IT Investment Plan for 2010 and beyondfor 2010 and beyond
Governing the City’s IT Environment
SLA’sSLA’s
IS WILL PERFORM “X” SERVICE IS WILL PERFORM “X” SERVICE
THE SERVICE WILL BE PERFORMED IN THE SERVICE WILL BE PERFORMED IN “X” TIME“X” TIME
HOW WILL THIS BE MEASURED?HOW WILL THIS BE MEASURED?
SLA’s Tied To Employee SLA’s Tied To Employee Performance PlansPerformance Plans
95% of all "Work Order" tickets are to be 95% of all "Work Order" tickets are to be closed within the SLA closed within the SLA
95% of all "Service Request" tickets are to 95% of all "Service Request" tickets are to be closed within the SLA be closed within the SLA
95% of all "Incident" tickets are to be 95% of all "Incident" tickets are to be closed with the SLA closed with the SLA
What The ITGC DiscussesWhat The ITGC Discusses
New RequestsNew Requests
Future ProjectsFuture Projects
BudgetsBudgets
Ways To Improve Communication Ways To Improve Communication
What The ITGC DiscussesWhat The ITGC Discusses
New Technologies/ServicesNew Technologies/Services Cloud Cloud (What is Cloud)(What is Cloud) BYOD: Bring Your Own DeviceBYOD: Bring Your Own Device MDM: Mobile Device ManagementMDM: Mobile Device Management ERP: Enterprise Resource Planning SoftwareERP: Enterprise Resource Planning Software GIS: Geographic Information Systems (Maps)GIS: Geographic Information Systems (Maps) Records ManagementRecords Management Remote AccessRemote Access
What IS ReportsWhat IS Reports
Are We meeting SLA’sAre We meeting SLA’s IncidentsIncidents Service RequestService Request Work OrdersWork Orders
Status of ITGC Approved ProjectsStatus of ITGC Approved Projects
What IS ReportsWhat IS Reports
What IS ReportsWhat IS Reports
Efficient & OrganizedEfficient & Organized
ITGC Approved Projects:ITGC Approved Projects: 35%35% Service Request:Service Request: 20%20% General Admin:General Admin: 15%15% Incident/Break-Fix:Incident/Break-Fix: 10%10% Daily System PM:Daily System PM: 9%9% Training/R&D:Training/R&D: 9%9% After Hours PM:After Hours PM: 2%2%
Results
ResultsResults
EASYEASY Budget Process Budget Process
Great CommunicationGreat Communication
No More Surprises No More Surprises
Greater Control Over Our Environment Greater Control Over Our Environment And Increased Our Ability To Predict Our And Increased Our Ability To Predict Our Needs For The FutureNeeds For The Future
ResultsResults
Technology is Aligned With the BusinessTechnology is Aligned With the Business How Do We Know? WE ASKEDHow Do We Know? WE ASKED
Created a Five Year Technology PlanCreated a Five Year Technology Plan
ResultsResults
Facilities Management Work Order SystemFacilities Management Work Order System
GIS Data Governance CommitteeGIS Data Governance Committee
Should You Do Should You Do This On Your This On Your
Own?Own?
Some Final ThoughtsSome Final Thoughts
Just Because You Can, ……Doesn’t Just Because You Can, ……Doesn’t Mean You Should! Mean You Should!
John C. Maxwell: 360 Leadership Lead Down, Lead Across,
&Lead Up !
Walt Disney: “It’s Kinda Fun To Do the Impossible”
