1. THE CIO’S TOOLS FOR SUCCESS JAMES BUCKNER CIO, CITY OF TAMPA NOVEMBER 11, 2010

2. 2 CITY OF TAMPA OVERVIEW POPULATION345,000 FY2011 BUDGET$787 M EMPLOYEES4600+ IT BUDGET$15.4 M IT EMPLOYEES128 “PRODUCTION” SYSTEMS 200+ APPLICATIONS SUPPORTED340+ CHALLENGESUNLIMITED

3. 3 Take Responsibility for IT ©2010 by José Carlos Eiras. All Rights Reserved. Take Responsibility for IT… If it looks like IT… feels like IT… smells like IT, …then it is IT and the CIO is responsible for it. If CIO doesn’t take full responsibility for IT, someone else will and the CIO will became irrelevant!

4. 4 STRATEGIC PLANNING IF YOU DON’T KNOW WHERE YOU ARE GOING, ANY ROAD WILL DO. STRATEGY IS IMPORTANT – AND IT’S EVEN MORE IMPORTANT TO KNOW WHERE YOUR LEADER IS GOING.

5. 5 STRATEGIC ROADMAP

6. 6 GOVERNANCE IT GOVERNANCE COMMITTEE –HIGHEST LEVEL EXECUTIVES –FINAL DECISIONS IT STEERING COMMITTEE –MID LEVEL EXECUTIVES –RECOMMENDATIONS CHANGE APPROVAL BOARD –DAY TO DAY OPERATIONS

7. 7 GOVERNANCE APPROVAL

8. 8 BUSINESS PROCESS IMPROVEMENT

9. 9 IMPROVEMENT RESULTS

10. 10 BUSINESS CASE ANALYSIS ACCEPTANCE CRITERIA FOR PROJECTS UNLESS DRIVEN BY LAW/POLICY, ALL PROJECTS MUST HAVE POSITIVE ROI CONDUCT ANALYSIS USING STANDARDS QUAD CHART TOOL FOR PRESENTATION

11. 11 QUAD CHART

12. 12 CUSTOMER RELATIONSHIPS IT IS A SERVICE !!!! SERVICE LEVEL CATALOG SERVICE LEVEL AGREEMENTS SUCCESS METRICS

13. 13 SERVICE LEVEL DOCUMENTS

14. 14 SERVICE LEVEL DOCUMENTS

15. 15 TICKET TRACKING

16. 16 SLA METRICS

17. 17 HELP DESK METRICS

18. 18 ENTERPRISE VIEW IT STAFF CONSOLIDATION –COMPLETED THIS SUMMER –SAVING $1.8M ANNUALLY TECHNOLOGY STANDARDS –SAVING $140K/YEAR ON SOFTWARE ALONE CONSOLIDATED PURCHASING AND MANAGEMENT –STANDARDIZED COMPUTERS/PRINTERS –SAVING $600K/YEAR

19. 19 AUTOMATION TOOLS HELP DESK AUTOMATION –SERVIDE DESK EXPRESS –DEMONSTRATES FOCUS AREAS –METRICS JUSTIFY CHANGES MONITORING SYSTEM –OPTIMIZES RESOURCE MANAGEMENT –QUICKLY FLAGS PROBLEMS GREEN COMPUTERS –SAVES MONEY

20. 20 HELP DESK STATS

21. 21 COLLABORATION / PARTNERING HILLSBOROUGH COUNTY / CITY OF TAMPA PARTNERING TO ACQUIRE A SHARED ERP SYSTEM –SAVES MONEY –PROMOTES COOPERATION –ENCOURAGES FURTHER PARTNERSHIPS GTE FCU / CITY OF TAMPA PARTNERING TO SHARE AN EMERGENCY OPERATIONS CENTER –SAVES MONEY –IMPROVES SECURITY –ELIMINATES DUPLICATION

22. 22 IN SUMMARY TOOLS AND TECHNIQUES GREATLY ENHANCE CIO PRODUCTIVITY THE CITY OF TAMPA IS EFFECTIVELY USING A VARIETY OF TOOLS THE CITY BELIEVES THAT TOOL INVESTMENTS PROVIDE POSITIVE ROI –EVERY ORGANIZATION NEEDS TO FIND ITS “TOOL TIME” NICHE

23. 23 Parting thought……… If you only have a hammer, every problem looks like a nail.