The Florida League of Cities
Center For Municipal
Research & Innovation
Innovative Technologies
Symposium
Implementing IT Governance
An Overview
Lawrence Di Gioia
Information Services Director
City of Altamonte Springs
LTDIGIOIA@ALTAMONTE.ORG
407-571-8054
‘…Presentations Will Provide
Examples Of How
Technologies Can
Transform Your City”
Who Has Unlimited Resources To
Implement These New Found
Technologies?
….. Anyone?.. Anyone?…..Bueller?
IT Governance Committee
Implementing One Can Help Your
Organization Make The Best
Decisions About Which
Technologies To Implement And
When
Why We Implemented ITGC

Limited Resources

Unlimited Requests

Consumerization of IT

Poor Communication & No Skin in The
Game
IT’s View of Management

NO, NO, I Said NO!

We’re Not Buying Toys, We’re Buying
You ……….

You Guys Just Don’t Get “IT”

You Don’t Understand or Appreciate Our
Skills
Management’s View of IT

More Money! More Money,
MORE MONEY!

My Flux Capacitor Won’t Function
Properly Until You Upgrade My Computer
To 1.21 Gigawatts? I’m Sorry, What
Language Are You Speaking?

They Don’t Understand or Appreciate The
Needs of The Business
What Were We Looking At?

Focused on Technology

Putting Out Fires

Organizational “Stovepipes”

Unknown Costs

Technical Metrics

Value? What’s That?
Nobody Wins
How Can we Get on The
Same Sheet of Music?
IT Governance

Strategy

Monitoring and Reporting

Risk Management

Communication

Value Delivery

Decision Making
Governing the City’s IT Environment

Determined “IF “ We Were Ready For
Change. MUST have Support From The
Top!

Define Governance


Who is Responsible For What?
Who IS on the ITGC
Governing the City’s IT Environment

Establish Governance Charter
 Create structure
 Rules, Guidelines, Formal Processes
 Expectations: IT and Management
 ITGC Leadership Roles
 Chairperson
 Vice Chair
 Secretary
The BIG Question
Hedgehog!
Decisions
ITGC
IT

How Technology Is Used
In The City


Which Business
Application Will Be Used

Security

When and How Much To
Invest In IT, Project
Approval

Infrastructure
Architecture
Vision
Eliminate Human Latency
Mission
Spend Time With Our Customers To Learn
What They Do, What They Need and What
Their Expectations Are.
In Doing So, We Can Provide Innovative
Information Management Solutions That
Support The Residents, Employees,
Business Strategies And Financial
Objectives of The City of Altamonte Springs
Governing the City’s IT Environment

Review of IS Organization

Review of Current City IT Investment Plan
for 2010 and beyond
SLA’s

IS WILL PERFORM “X” SERVICE

THE SERVICE WILL BE PERFORMED IN
“X” TIME

HOW WILL THIS BE MEASURED?
SLA’s Tied To Employee
Performance Plans

95% of all "Work Order" tickets are to be
closed within the SLA

95% of all "Service Request" tickets are to
be closed within the SLA

95% of all "Incident" tickets are to be
closed with the SLA
What The ITGC Discusses

New Requests

Future Projects

Budgets

Ways To Improve Communication
What The ITGC Discusses

New Technologies/Services
Cloud (What is Cloud)
 BYOD: Bring Your Own Device
 MDM: Mobile Device Management
 ERP: Enterprise Resource Planning Software
 GIS: Geographic Information Systems (Maps)
 Records Management
 Remote Access

What IS Reports

Are We meeting SLA’s
 Incidents
 Service
Request
 Work Orders

Status of ITGC Approved Projects
What IS Reports
Number Of Tickets
By Priority
Per Week
Days Of The Week
Location
Why
What Type Of Tickets
are We Getting
How Busy Are We
What’s Our Busiest
Day?
Which Location is
Submitting the Most
Tickets
What IS Reports
Number Of Tickets
Requestor
Time Of Day
Assigned Technician
Why
Who is Submitting
Tickets
What Time Of Day is
Our Busiest
The Higher the Level
of Expertise Required,
The More it Cost
Efficient & Organized







ITGC Approved Projects:
Service Request:
General Admin:
Incident/Break-Fix:
Daily System PM:
Training/R&D:
After Hours PM:
35%
20%
15%
10%
9%
9%
2%
Results
YESTERDAY
TODAY
Focused on
Technology
Putting Out Fires
Focused on Customer
Outcomes
Demand-Driven
Organizational
“Stovepipes”
Unknown Costs
Enterprise Services
and Process
Technical Metrics
Financial
Transparency
Business Value
Results

EASY Budget Process

Great Communication

No More Surprises

Greater Control Over Our Environment
And Increased Our Ability To Predict Our
Needs For The Future
Results

Technology is Aligned With the Business


How Do We Know? WE ASKED
Created a Five Year Technology Plan
Results

Facilities Management Work Order
System

GIS Data Governance Committee
Should You Do
This On Your
Own?
Some Final
Thoughts
Just Because You Can,
……Doesn’t Mean You Should!
John C. Maxwell: 360 Leadership
Lead Down,
Lead Across,
&
Lead Up !
Walt Disney: “It’s Kinda Fun To Do the Impossible”
Thank You
LTDIGIOIA@ALTAMONTE.ORG
407-571-8054