THE CIO’S TOOLSFOR SUCCESS

JAMES BUCKNERCIO, CITY OF TAMPANOVEMBER 11, 2010

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CITY OF TAMPAOVERVIEW

POPULATION 345,000FY2011 BUDGET $787 MEMPLOYEES 4600+IT BUDGET $15.4 MIT EMPLOYEES 128“PRODUCTION” SYSTEMS 200+APPLICATIONS SUPPORTED 340+CHALLENGES UNLIMITED

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Take Responsibility for IT

©2010 by José Carlos Eiras. All Rights Reserved.

Take Responsibility Take Responsibility for IT…for IT…

If it looks like IT…feels like IT…smells like IT, …then it is IT and the CIO is responsible for it.

If CIO doesn’t take full responsibility for IT, someone else will and the CIO will became irrelevant!

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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.

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STRATEGIC ROADMAP

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GOVERNANCE

• IT GOVERNANCE COMMITTEE– HIGHEST LEVEL EXECUTIVES– FINAL DECISIONS

• IT STEERING COMMITTEE– MID LEVEL EXECUTIVES– RECOMMENDATIONS

• CHANGE APPROVAL BOARD– DAY TO DAY OPERATIONS

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GOVERNANCEAPPROVAL

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BUSINESS PROCESSIMPROVEMENT

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IMPROVEMENT RESULTS

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BUSINESS CASEANALYSIS

• ACCEPTANCE CRITERIA FOR PROJECTS• UNLESS DRIVEN BY LAW/POLICY, ALL

PROJECTS MUST HAVE POSITIVE ROI• CONDUCT ANALYSIS USING STANDARDS• QUAD CHART TOOL FOR PRESENTATION

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QUAD CHART

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CUSTOMERRELATIONSHIPS

• IT IS A SERVICE !!!!

• SERVICE LEVEL CATALOG

• SERVICE LEVEL AGREEMENTS

• SUCCESS METRICS

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SERVICE LEVELDOCUMENTS

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SERVICE LEVELDOCUMENTS

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TICKET TRACKING

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SLA METRICS

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HELP DESKMETRICS

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ENTERPRISE VIEW

• IT STAFF CONSOLIDATION– COMPLETED THIS SUMMER– SAVING $1.8M ANNUALLY

• TECHNOLOGY STANDARDS– SAVING $140K/YEAR ON SOFTWARE ALONE

• CONSOLIDATED PURCHASING AND MANAGEMENT– STANDARDIZED COMPUTERS/PRINTERS– SAVING $600K/YEAR

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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

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HELP DESK STATS

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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

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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

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Parting thought………

If you only have a hammer,

every problem looks like a nail.