Kawartha Lakes Information Technology Strategic Plan 2022-2024Information1 Technology Strategic Plan 2022-2024
Kawartha Lakes Information Technology Strategic Plan 2022-20242 Table Contents Introduction 3 IT supports the City’s mission & vision 3 Current State of IT 4 We leveraged several data-driven tools to assess our current state 4 Leadership’s view of IT 5 Customer’s View: Stakeholder Satisfaction 6 Strategic Business Alignment 7 Alignment to Leadership & Stakeholder Priorities 7 Target State of IT 8 IT Goals alignment to guiding principles 8 Strategic Initiatives Projects 9 Strategic Roadmap Fiscal Year 2022 – Fiscal Year 2024 10 Governance & Execution Plan 11 Steering Committee Roles & Responsibilities 11 Steering Committee Support Areas 11 The ask to the IT Steering Committee 12 Strategic Priorities 12 Stakeholder Communication approach 12
Kawartha Lakes Information Technology Strategic Plan 2022-20243 ITIntroductionsupportstheCity’s mission & vision: City of Kawartha Lakes IT Strategy Mission To deliver the highest standard of municipal services while creating a healthy and sustainable future for all Kawartha Lakes residents and businesses. To provide secure, reliable, innovative and agile technology to support the delivery of Kawartha Lakes programs and services. Vision Thriving and growing communities within a healthy and natural environment. Kawartha Lakes programs and services can be accessed digitally anytime, anywhere and from any device. PrinciplesGuiding Fiscally Responsible Open and Transparent Partner and Collaborate Service Excellence Focus on Value Secure and Resilient Innovate and Optimize Customer Centric Service
Kawartha Lakes Information Technology Strategic Plan 2022-20244 Current State of IT We leveraged several data-driven tools to assess our current state: ViewLeadership’sofIT • CAO-CXO alignment diagnostic to identify strategic priorities Customer’s View of IT • Business Vision diagnostic to assess satisfactionstakeholder • Stakeholder Interviews IT’s View of IT • Management & Governance diagnostic to assess maturity of IT capabilities • Technical OCMmanagement,assessmentmaturitytools:ServiceServicedesk, CurrentState
Kawartha Lakes Information Technology Strategic Plan 2022-20245 Leadership’s view of IT The IT team currently operates reactively to the degree that it Supports the Organization. By the end of the current IT strategic plan, in 2024, the team has targeted to progress IT from a position of operating reactively to one that Optimizes the Organization. It is important to note, that the IT team currently has processes and capabilities that operate in various levels, but overall is currently reactive. IT is committed to annual measurement and to ultimately reach Innovator status. Current State Target State Source: AlignmentCAO-CXODiagnostic Unstable StrugglesSupportto Reactive Supports Organizationthe • happybusinessKeeps • Keeps costs low • DeskandinfrastructureReliableITService OperatorTrusted Optimizes Organizationthe • efficiencyIncreases • costDecreases • fulfillmentEffective of work orders • applicationsFunctional • Reliable data quality TechnologyPartner Expands Organizationthe Innovator Transforms Organizationthe
Kawartha Lakes Information Technology Strategic Plan 2022-20246 Customer’s View: Stakeholder Satisfaction ThisSatisfactionYear: 75% Last Year: 73% ThisValueYear: 75% Last Year: 77% Relationship Executive Requests: Satisfaction with the way IT executes your requests and meets your needs: 77% (up 2% from last year) Understands Needs: Satisfaction with IT’s understanding of your needs: 75% (down 1% from last year) Communicates Effectively: Satisfaction with IT communication: 73% (down 1% from last year) Trains Effectively: Satisfaction with training quality and timing: 67% (no change from last year) This data shows the need for IT to improve business relationships and communication with stakeholders, while focusing on increasing value. A focus on Business Relationship Management as part of our strategic plan will help improve communications with stakeholders as well as understanding their needs.
Kawartha Lakes Information Technology Strategic Plan 2022-20247 Strategic Business Alignment Alignment to Leadership & Stakeholder Priorities: IT strategic initiatives will focus on three major priorities outlined by our leadership team and stakeholderInnovationgroups. & Transformation Initiatives will enable: • Community (residents, visitors, services.engagementbusinesses)and • Support the capabilities.workplacecustomerResetTransformationService&Programwithservice,anddigital BusinessSupport Initiatives will enable: • Ongoing support for business projects. ImprovementCapability Initiatives will enable: • Optimized IT operations through process maturity. Our strategic plan will focus on improving alignment with leadership and stakeholder needs IT Initiatives: • TransformationDigital • Data Management • Internal ExperienceCustomer • Business ManagementRelationship(BRM) • Business ImprovementProcess • Governance • Service Management • Project & ManagementPortfolio • Security & Risk IT Goals Aligned To Guiding Principles: • Agility • Value • Value • Service • Service • Security
Kawartha Lakes Information Technology Strategic Plan 2022-20248 Target State of IT IT Goals alignment to guiding principles: IT Guiding Principles Innovate and thinkingandinnovativeWeOptimizevaluecreativeand seek innovative ways to use technology for advantage.business Focus on WeValuestrive to provide andcostsoptimizingastolong-termmaximumbenefitstheenterpriseawholewhiletotalofownershiprisks. WeCentricCustomerdeliverthe best experiences to our customers with our services and products. Secure managementsafetysecurity,considerationandWeResilient&evaluatetakeintoresiliency,andofrisk. IT Goals & Description SupportAgility an agile, connected modernworkforcehigh-performingandwithtools. ProvideValue ownershiptotalwhiletolong-termmaximumbenefitstheenterpriseoptimizingcostsofandrisks. userenhancesbusinessserviceandProvideServiceresponsiveinnovativeITthatmeetsneedsandtheend-experience. EstablishSecuritysecure and resilient anddeliveryenablesinfrastructureenterprisethatthetrustedofprogramsservices. Key Performance Indicators (KPIs) strategicinitiativesofCompletioninnovationofplan assessmentStakeholder of value received YoY satisfaction,Stakeholder performanceYoY Maturity capabilitiesof for DRP, security and network continuityoperations
Kawartha Lakes Information Technology Strategic Plan 2022-20249 Strategic Initiatives Projects Projects under strategic initiatives will be revisited and adjusted as new priorities emerge. Innovation Transformation& (Agility & Value) Data Management • Data GovernanceStrategyManagementand • Integrate Systems and Data • Open Data Digital Transformation • Automate business processes • Leverage applications and technology to transform the workplace • Leverage applications and technology in digital transformations • Leverage applications and technology to transform public services BusinessSupport (Value & Service) Internal ExperienceCustomer • Increase training • Improve experienceapplicationcustomer Business ManagementRelationship(BRM) • Enhance business relations alignmentand • Improve IT’s business knowledge and support • communicationsImprove Business ImprovementProcess • Update applications to functionalityenhance • Leverage processesimprovefunctionalityapplicationtobusiness ImprovemeCapabilitynt (Service & Security) Governance • IT CommitteeSteering • IT Strategic Plan • Resource Strategy Service Management • Service ManagementPortfolio • IT Service Delivery • Network Access and Services Project & ManagementPortfolio • ChangeOrganizationalManagement • Project ManagementPortfolio • GatheringRequirements • Benefits Realization Tracking Security & Risk • IT Security Strategy • IT Risk ProgramManagement • Resilience and Continuity of IT Services
Kawartha Lakes Information Technology Strategic Plan 2022-202410 Strategic Roadmap Fiscal Year 2022 – Fiscal Year 2024 Activity Progress 2022 2023 2024 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Innovation Digital Transformation 5% Data Management 0% Business Support Internal Customer Experience 5% Business Relationship Management 0% Business Process Automation 5% Capability Improvement Governance 50% Service Management 40% Project & Portfolio Management 10% Security & Risk 20% Today In ProgressCompleted Future
Kawartha Lakes Information Technology Strategic Plan 2022-202411 Governance & Execution Plan Steering Committee Roles & Responsibilities The Steering committee provides critical support to ensure effective governance of our strategic plan. Support Area Status Next Steps Governance of the IT Portfolio and Investments: Ensures that funding and resources are systematically allocated to the priority projects that deliver value. Immature • Focus on effective project intake and prioritization processes based on IT resourcing constraints. • Provide agenda & guidelines for decision making. Governance of Projects: Ensures IT project success for scope, timeline, resources and value. Adequate • Focus on providing the steering committee with exception reports to make decisions on projects. Governance of Risks: Ensures the organization’s ability to assess and deliver IT projects and services with acceptable risk. Immature • Added to the steering committee agenda to ensure future success in decision making. Governance of Services: Ensures that IT delivers the required services at the acceptable performance levels. Immature • New ITSM implementation going live in August will ensure better reporting capabilities. • Ensure data collection and tracking to improve reporting. Governance of Information and Data: Ensures the appropriate classification and retention of data based on business needs. Immature • Inform the steering committee on data retention efforts and collect feedback. Steering Committee Support Areas Service RiskInformationPortfolioProjects
Kawartha Lakes Information Technology Strategic Plan 2022-202412 The ask to the IT Steering Committee: Sign-off on prioritiesstrategic for Fiscal (FY)22Year–FY24. & Offer supportongoing to initiatives.strategicgovern Strategic Priorities Innovation Improve communityfacing digital experiences and support internal service transformation and reset program. Business ManagementRelationship(BRM) Improve satisfactionstakeholderwithITwith a focus on communications and training. Risk Improve security capabilities with a focus on risk mitigation & securing our organization from future incidents & breaches. Stakeholder Communication approach In order to ensure that the IT strategic plan is clearly communicated across both IT and the organization, the following rollout strategy was developed. Audience Channel Level Detailof Description Timing Director Corporate Services Meeting All • Review and adjust April 5th, 2022 IT Steering Committee Meeting DeckExecutiveIT • Review and adjust April 13th, 2022 Senior Management Team Meeting DeckExecutiveIT • Sharing and endorsement of draft IT Strategy April 27th, 2022 IT Leadership Team Meeting All • Executive and details • Feedback and questions (message about strategy) 2022May IT Team Meeting All • Executive and details (review feedback from SMT) • Feedback and questions (message about strategy) 2022July Publication Communications DeckExecutive • Executive plan formatted and published by Communications Department 2022July
Kawartha Lakes Information Technology Strategic Plan 2022-202413 For more information about our Information Technology Strategic Plan, please visit: jumpinkawarthalakes.ca Like and follow us on social media: City of Kawartha Lakes @kawarthalakes @CityofKawarthaLakes explore_kl