A DAY IN THE LIFE OF A CIO

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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
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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.
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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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GOVERNANCE
APPROVAL
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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
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QUAD CHART
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CUSTOMER
RELATIONSHIPS
•
•
•
•
IT IS A SERVICE !!!!
SERVICE LEVEL CATALOG
SERVICE LEVEL AGREEMENTS
SUCCESS METRICS
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SERVICE LEVEL
DOCUMENTS
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SERVICE LEVEL
DOCUMENTS
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TICKET TRACKING
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SLA METRICS
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HELP DESK
METRICS
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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.
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