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THE CIO’S TOOLS FOR SUCCESS

THE CIO’S TOOLS FOR SUCCESS. JAMES BUCKNER CIO, CITY OF TAMPA NOVEMBER 11, 2010. CITY OF TAMPA OVERVIEW . POPULATION 345,000 FY2011 BUDGET $787 M EMPLOYEES 4600+ IT BUDGET $15.4 M IT EMPLOYEES 128 “PRODUCTION” SYSTEMS 200+ APPLICATIONS SUPPORTED 340+

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THE CIO’S TOOLS FOR SUCCESS

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  1. THE CIO’S TOOLSFOR SUCCESS JAMES BUCKNER CIO, CITY OF TAMPA NOVEMBER 11, 2010

  2. CITY OF TAMPAOVERVIEW POPULATION 345,000 FY2011 BUDGET $787 M EMPLOYEES 4600+ IT BUDGET $15.4 M IT EMPLOYEES 128 “PRODUCTION” SYSTEMS 200+ APPLICATIONS SUPPORTED 340+ CHALLENGES UNLIMITED

  3. 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. If CIO doesn’t take full responsibility for IT, someone else will and the CIO will became irrelevant! Take Responsibility for IT… ©2010 by José Carlos Eiras.  All Rights Reserved.

  4. 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.

  5. STRATEGIC ROADMAP

  6. GOVERNANCE • IT GOVERNANCE COMMITTEE • HIGHEST LEVEL EXECUTIVES • FINAL DECISIONS • IT STEERING COMMITTEE • MID LEVEL EXECUTIVES • RECOMMENDATIONS • CHANGE APPROVAL BOARD • DAY TO DAY OPERATIONS

  7. GOVERNANCEAPPROVAL

  8. BUSINESS PROCESSIMPROVEMENT

  9. IMPROVEMENT RESULTS

  10. 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

  11. QUAD CHART

  12. CUSTOMERRELATIONSHIPS • IT IS A SERVICE !!!! • SERVICE LEVEL CATALOG • SERVICE LEVEL AGREEMENTS • SUCCESS METRICS

  13. SERVICE LEVELDOCUMENTS

  14. SERVICE LEVELDOCUMENTS

  15. TICKET TRACKING

  16. SLA METRICS

  17. HELP DESKMETRICS

  18. 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

  19. 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

  20. HELP DESK STATS

  21. 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

  22. 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

  23. Parting thought……… If you only have a hammer, every problem looks like a nail.

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