The Florida League of Cities Center For Municipal Research & Innovation Innovative Technologies Symposium

Implementing IT Governance An Overview Lawrence Di Gioia Information Services Director City of Altamonte Springs

‘…Presentations Will Provide Examples Of How Technologies Can Transform Your City” ‘…Presentations Will Provide Examples Of How Technologies Can Transform Your City”

Who Has Unlimited Resources To Implement These New Found Technologies? ….. Anyone?.. Anyone?…..Bueller?

IT Governance Committee Implementing One Can Help Your Organization Make The Best Decisions About Which Technologies To Implement And When

Why We Implemented ITGC Limited Resources Limited Resources Unlimited Requests Unlimited Requests Consumerization of IT Consumerization of IT Poor Communication & No Skin in The Game Poor Communication & No Skin in The Game

IT’s View of Management NO, NO, I Said NO! NO, NO, I Said NO! We’re Not Buying Toys, We’re Buying You ………. We’re Not Buying Toys, We’re Buying You ………. You Guys Just Don’t Get “IT” You Guys Just Don’t Get “IT” You Don’t Understand or Appreciate Our Skills You Don’t Understand or Appreciate Our Skills

Management’s View of IT More Money! More Money, More Money! More Money, MORE MONEY! My Flux Capacitor Won’t Function Properly Until You Upgrade My Computer To 1.21 Gigawatts? I’m Sorry, What Language Are You Speaking? My Flux Capacitor Won’t Function Properly Until You Upgrade My Computer To 1.21 Gigawatts? I’m Sorry, What Language Are You Speaking? They Don’t Understand or Appreciate The Needs of The Business They Don’t Understand or Appreciate The Needs of The Business

What Were We Looking At? Focused on Technology Focused on Technology Putting Out Fires Putting Out Fires Organizational “Stovepipes” Organizational “Stovepipes” Unknown Costs Unknown Costs Technical Metrics Technical Metrics Value? What’s That? Value? What’s That?

Nobody Wins How Can we Get on The Same Sheet of Music?

IT Governance Strategy Strategy Risk Management Risk Management Value Delivery Value Delivery Monitoring and Reporting Monitoring and Reporting Communication Communication Decision Making Decision Making

Determined “IF “ We Were Ready For Change. MUST have Support From The Top! Determined “IF “ We Were Ready For Change. MUST have Support From The Top! Define Governance Define Governance Who is Responsible For What? Who is Responsible For What? Who IS on the ITGC Who IS on the ITGC Governing the City’s IT Environment

Establish Governance Charter Establish Governance Charter Create structure Create structure Rules, Guidelines, Formal Processes Rules, Guidelines, Formal Processes Expectations: IT and Management Expectations: IT and Management ITGC Leadership Roles ITGC Leadership Roles Chairperson Chairperson Vice Chair Vice Chair Secretary Secretary Governing the City’s IT Environment

The BIG Question

Hedgehog!

Decisions ITGC How Technology Is Used In The City How Technology Is Used In The City Which Business Application Will Be Used Which Business Application Will Be Used When and How Much To Invest In IT, Project Approval When and How Much To Invest In IT, Project ApprovalIT Architecture Architecture Security Security Infrastructure Infrastructure

Vision Eliminate Human Latency

Mission Spend Time With Our Customers To Learn What They Do, What They Need and What Their Expectations Are. In Doing So, We Can Provide Innovative Information Management Solutions That Support The Residents, Employees, Business Strategies And Financial Objectives of The City of Altamonte Springs

Review of IS Organization Review of IS Organization Review of Current City IT Investment Plan for 2010 and beyond Review of Current City IT Investment Plan for 2010 and beyond Governing the City’s IT Environment

SLA’s IS WILL PERFORM “X” SERVICE IS WILL PERFORM “X” SERVICE THE SERVICE WILL BE PERFORMED IN “X” TIME THE SERVICE WILL BE PERFORMED IN “X” TIME HOW WILL THIS BE MEASURED? HOW WILL THIS BE MEASURED?

SLA’s Tied To Employee Performance Plans 95% of all "Work Order" tickets are to be closed within the SLA 95% of all "Work Order" tickets are to be closed within the SLA 95% of all "Service Request" tickets are to be closed within the SLA 95% of all "Service Request" tickets are to be closed within the SLA 95% of all "Incident" tickets are to be closed with the SLA 95% of all "Incident" tickets are to be closed with the SLA

What The ITGC Discusses New Requests New Requests Future Projects Future Projects Budgets Budgets Ways To Improve Communication Ways To Improve Communication

What The ITGC Discusses New Technologies/Services New Technologies/Services Cloud (What is Cloud) Cloud (What is Cloud) BYOD: Bring Your Own Device BYOD: Bring Your Own Device MDM: Mobile Device Management MDM: Mobile Device Management ERP: Enterprise Resource Planning Software ERP: Enterprise Resource Planning Software GIS: Geographic Information Systems (Maps) GIS: Geographic Information Systems (Maps) Records Management Records Management Remote Access Remote Access

What IS Reports Are We meeting SLA’s Are We meeting SLA’s Incidents Incidents Service Request Service Request Work Orders Work Orders Status of ITGC Approved Projects Status of ITGC Approved Projects

What IS Reports

Efficient & Organized ITGC Approved Projects:35% ITGC Approved Projects:35% Service Request:20% Service Request:20% General Admin:15% General Admin:15% Incident/Break-Fix:10% Incident/Break-Fix:10% Daily System PM:9% Daily System PM:9% Training/R&D:9% Training/R&D:9% After Hours PM:2% After Hours PM:2%

Results

Results EASY Budget Process EASY Budget Process Great Communication Great Communication No More Surprises No More Surprises Greater Control Over Our Environment And Increased Our Ability To Predict Our Needs For The Future Greater Control Over Our Environment And Increased Our Ability To Predict Our Needs For The Future

Results Technology is Aligned With the Business Technology is Aligned With the Business How Do We Know? WE ASKED How Do We Know? WE ASKED Created a Five Year Technology Plan Created a Five Year Technology Plan

Results Facilities Management Work Order System Facilities Management Work Order System GIS Data Governance Committee GIS Data Governance Committee

Should You Do This On Your Own?

Some Final Thoughts Some Final Thoughts

Just Because You Can, ……Doesn’t Mean You Should! Just Because You Can, ……Doesn’t Mean You Should!

John C. Maxwell: 360 Leadership Lead Down, Lead Across, & Lead Up !

Walt Disney: “It’s Kinda Fun To Do the Impossible”

Thank You