1 Metro NY NYS Forum Commissioner Carole Post Department of Information Technology and Telecommunications May 4, 2010

30-Day Report: Enabling the Connected City 2 A top-to-bottom review of the agency’s strengths and areas for improvement An agency-wide effort involving all units and divisions and staff at all levels A roadmap for establishing and maintaining priorities

Delivery Strategy 1. Foundational Infrastructure  Update NYC.gov infrastructure  Rationalize and upgrade core network, Citynet 2. Enterprise Initiatives  Implement CITIServ program  Expand the use of and access to the NYC Wireless Network 3. Agency Initiatives  Continue to support agency needs 4. Emerging Innovation  Explore and advise on leading and bleeding edge technologies 3 DoITT’s core service delivery initiatives which underpin the critical work necessary to meet the City’s technology needs. Four focus areas:

Accountability DoITT’s responsibility to deliver on commitments in a timely and efficient manner, clarify roles and responsibilities and establish transparent and objective performance metrics. 1. Better Define Project Management and Enterprise Application Services  Update Intake/ Review Process and Project Oversight and Responsibility 2.Create/Re-position New Roles at DoITT:  Office of Web and New Media Operations  Office of Emerging Technology & Innovation  Office of Performance Management & Analysis 4 Intake Project Review PM Assigned Portfolio Manage ment

Asset Stewardship 1.Fiscal Assets  Enhance IT procurement and contracting options  Provide more Citywide alternatives, e.g., VMWare, Microsoft ELAs 2.Physical IT Assets - Conduct and maintain a comprehensive IT asset inventory 3.Workforce/Vendor Assets - Implement new vendor management program with performance policies, procedures, and standards 5 DoITT’s role to efficiently and cost-effectively manage the City’s technology resources: fiscal, physical and workforce.

Office of Vendor Management  Best Practices and Policies  Centralized point of contact for all vendor engagements  Uniform oversight policies for selection, rates & compensation, on- boarding/off-boarding and work place protocols  A Vendor Code of Conduct  Accountability  Oversee performance evaluations and tracking  Transparency  Ensure cross-agency communication about vendor performance 6

CITIServ 7 Citywide IT Infrastructure Services Program  Cost and Space Savings  Universal Disaster Recovery / Security  Supports Green IT  Improve Citywide IT Services

▪ Fragmented across 83 City entities (mayoral and non-mayoral) ▪ 53 locations serving 64 unique data centers of varying sizes and conditions – 55% located in lower Manhattan and downtown Brooklyn – More than 2/3 are less than 1,000 sq.ft. ▪ Limited disaster recovery and security planning ▪ Limited 24/7 support ▪ Many applications and infrastructure services are hosted in closets and lack even the most basic security and resilience capabilities Current IT Infrastructure in NYC 88

Current DoITT Infrastructure 99 DoITT’s 11 Metro Tech Data Center ▪ Operates approximately 39,000 sq.ft. of data center environment at Metro Tech, ▪ Operates virtualized Network Operations Centers which provide operations support ▪ Hosts 33,000 accounts for 41 Agencies ▪ Provides 24/ 7/ 365 help desk and emergency support ▪ Offers sophisticated Remedy ticketing system for incident tracking for 70 Agencies ▪ Enables standard and customized dashboard views for performance tracking Services ▪ Hosts > 400 applications for 60+ City agencies Facilities

10 Managing CITIServ’s Moving Parts Ensure effective oversight for each unique aspect of the effort and “connect the dots” between the individual efforts 10 Identify and develop appropriate architecture and facilities Service Offerings Financial Services Project Management Office Project oversight and accountability Construct and maintain a catalog of IT services with performance standards Develop operational processes and protocol to deliver and support future state IT services Develop a cost / benefit tracking and funding structure for CITIServ Develop methodology and transition plans for each Agency Transition Services Service Delivery & Support Technical Architecture & Facilities

Sample Output: Service Catalog Develop and maintain a catalog of IT services with defined lifecycle and performance standards 11

Sample Output: Remedy Ticketing Ensure state-of-the art trouble shooting 12

Sample Output: Service Desk

30-Day Report: Enabling the Connected City 14 Questions