IT Strategic Plan

Technology Solutions

Strategic Plan - DRAFT

FY18-FY20

 

Purpose Statement: To lead Durham into the future by utilizing evolving and emerging technologies 

Core Products and Services:

  • IT Infrastructure
    • Hardware
    • Software
    • Connectivity
  • Business systems administration and support
  • Project management
  • IT Governance
  • Solution development
  • Cyber security
  • Open Data
  • GIS
  • Business analysis and consulting
  • Data management
  • Telecommunications
  • Training development and facilitation


Key Customers:

  • City organization (to include City Council)
  • Residents
  • City partners
  • County organizations

 

Strengths

  • Customer focus
  • Skilled employees
  • Diversity
  • Innovative
  • Teamwork
  • Knowledge
  • Productivity
  • Ethical behavior
  • Courteous staff
  • Transparency
  • Business analysis
  • IT Governance
  • Training
  • Service desk

Weaknesses

  • Succession planning
  • Training – materials not easily available
  • New process education
  • Project management
  • Personnel resource alignment
  • Embracing cutting edge technology
  • outdated technology
  • Innovation tools
  • Limited capacity for innovation
  • Reliance on temporary employees
  • Policy and procedure weaknesses
  • Business resiliency

 

Opportunities

  • Emerging technologies
  • Community engagement
  • Collaboration with other departments/government entities
  • Partnership with citizens, City, County, businesses, vendors and employees
  • High customer confidence ratings
  • Increase self-help and training resources for customers
  • Leverage trainings offered by vendors
  • Fiber optic network
  • Cloud solutions

 

Challenges

  • Multiple competing priorities (for limited resources)
  • Emerging technologies (keeping pace)
  • Budget constraints
  • Customer perception
  • Competition for resources (skilled employees)
  • Some City policies slow down processes
  • Personal devices create security Challenges
  • Customer skill set and succession planning
  • Standardize enterprise platforms
  • Integration challenges
  • Internal HR hiring and evaluation processes

 

 

City of Durham Strategic Plan Goal: Innovative and High Performing Organization

Objective 1: Plan and allocate IT investments in accordance with IT Governance principles to ensure sustainable growth

Initiative

Fiscal Year

  • To create a sustainable project management office with appropriate resources

2019

  • Design, procure and implement a project portfolio management system to track and report ROI on strategic IT investments

2020

  • Update IT Governance and Project Management policies to encapsulate new processes to guide employees in the utilization of IT in order to maximize the value of IT

2019

Measures:

  • % of approved projects receiving all planned resources 
  • % of project milestones completed on time
  • % of projects obtaining the defined value
  • Number of project requests approved, prioritize and funded
  • % of increase in new run costs
  • Cumulative increase in IT systems’ run costs

 

Alignment to the Strategic Plan Goal:  Innovative and High Performing Organization – IT Governance


 Objective 2: Align IT services to provide innovative solutions according to evolving industry standards

 

Initiative

Fiscal Year

  • Develop, test and implement the cloud based Office 365 and Azure data center platforms for the City computer operations to provide proficiency of cost, business resiliency in the event of disaster to continue operations

2020 (2 year)


  • Develop, test and implement virtual desktop technologies within the City’s cloud data center for business resiliency. 

2020

  • Build a robust Open Data library to fuel insightful decisions (City operations and public facing)

2019

  • Update IT Acceptable Use policy to encapsulate new processes to guide employees in the utilization of IT in order to maximize the value of IT

2019

  • Update Open Data policy to encapsulate new processes to guide employees and the community in the utilization of Open Data in order to maximize the value of the information to the community

2019

  • Promote and collaborate with departments on Smart City (Internet of Things) technologies

2020 (2 year)


  • Implement single sign on platform for all applications

2020

Measures:

  • Average days to assign general request tickets
  • Average days to close general request tickets
  • Average days to assign incident/issue tickets
  • Average days to close incident/issue tickets
  • % of customers rating overall service rating service satisfactory - bi-annual survey
  • % of customers rating closing a service desk ticket satisfactory (break /fix)
  • % of network platform / data center availability
  • % of Open data sets that have been utilized
  • Number of resident created profiles in the Web 2.0 software platform

 

Alignment to the Strategic Plan Goal:  Innovative and High Performing Organization – Service Delivery and Innovation


 
 

 

Objective 3: Manage & maintain cyber security policies, procedures and monitoring to defend the City against ongoing threats

 

Initiative

Fiscal Year

  • Develop and implement a cyber-security program

2019 (2 year)

  • Implement security tools that will enable BYOD and protect the City’s information

2019 (2 year)

  • Update IT information security policy to encapsulate new processes to guide employees in the utilization of IT in order to protect the City’s information.

2020


Measure:

  • % of systems without known security vulnerabilities
  • % of City employees that have completed job-specific cyber security awareness training


Alignment to the Strategic Plan Goal:  Innovative and High Performing Organization – Security (Access & Data Management)


 
 

 

City of Durham Strategic Plan Goal: Sustainable Natural and Built Environment 

Objective 1: Maintain all the City IT assets governed by Technology Solutions

 

Initiatives

Fiscal Year

  • Enhance our LAN infrastructure to bring up to 1GB connectivity and to increase wireless connectivity throughout the city

2020 (2 year)

  • Develop and implement City of Durham fiber optic network in partnership with Duke and Durham County

2019 (3 year)

  • Standardize and manage A/V infrastructure throughout the City

2019 (2 year)

  • Expand the existing infrastructure (i.e. DocuSign, OnBase and PaperCut) to enable the City to become digitally driven versus paper driven

2019 (2 year)

Measure:

  • % of assets replaced before end of life


Alignment to the Strategic Plan Goal:  Sustainable Natural and Built Environment – IT Infrastructure