THE CIO’S TOOLS
FOR SUCCESS
JAMES BUCKNER
CIO, CITY OF TAMPA
NOVEMBER 11, 2010
CITY OF TAMPA
OVERVIEW
POPULATION
FY2011 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 $1.8M ANNUALLY
• TECHNOLOGY STANDARDS
– SAVING $140K/YEAR ON SOFTWARE ALONE
• CONSOLIDATED PURCHASING AND MANAGEMENT
– STANDARDIZED COMPUTERS/PRINTERS
– SAVING $600K/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