THE CIOS TOOLS FOR SUCCESS JAMES BUCKNER CIO

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

CITY OF TAMPA OVERVIEW POPULATION FY 2011 BUDGET EMPLOYEES IT BUDGET IT EMPLOYEES “PRODUCTION” SYSTEMS APPLICATIONS SUPPORTED CHALLENGES 345, 000 $787 M 4600+ $15. 4 M 128 200+ 340+ UNLIMITED 2

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

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. 4

STRATEGIC ROADMAP 5

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

GOVERNANCE APPROVAL 7

BUSINESS PROCESS IMPROVEMENT 8

IMPROVEMENT RESULTS 9

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 10

QUAD CHART 11

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

SERVICE LEVEL DOCUMENTS 13

SERVICE LEVEL DOCUMENTS 14

TICKET TRACKING 15

SLA METRICS 16

HELP DESK METRICS 17

ENTERPRISE VIEW • IT STAFF CONSOLIDATION – COMPLETED THIS SUMMER – SAVING $1. 8 M ANNUALLY • TECHNOLOGY STANDARDS – SAVING $140 K/YEAR ON SOFTWARE ALONE • CONSOLIDATED PURCHASING AND MANAGEMENT – STANDARDIZED COMPUTERS/PRINTERS – SAVING $600 K/YEAR 18

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 19

HELP DESK STATS 20

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 21

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 22

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