IT Strategic Plan FY23-26
A comprehensive plan to harness the power of technology to improve the lives of its citizens.
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Chief Information Officer
Rodney Roberts
As the Chief Information Officer, my goal is to make Greensboro the most desirable mid-sized city in America by leveraging technology. To achieve this, we must create a learning culture within the Department of Information Technology, collaborate with other departments and partners, and lead with partnership and innovation. Creating a learning culture is our first step towards achieving this vision. We will invest in training and development to improve our skills and stay up-to-date with the latest trends in technology. We will also foster a culture of learning and growth so that everyone in our department feels empowered to innovate and make a positive impact on our city. Collaboration is essential to providing the best services possible for our residents. By working closely with other departments and partners, we can find innovative solutions that benefit our residents. Through collaboration, we can create a more connected city where services are delivered seamlessly and efficiently, making Greensboro an easy place to do business. Leading with partnership and innovation is key to achieving our goals. We will work closely with our partners to find creative and effective ways to improve our services. In addition, we will prioritize cyber security measures to protect the sensitive data and information of our residents. Our focus will be on providing a secure and reliable technology infrastructure that our residents can trust. In conclusion, by creating a learning culture, collaborating with partners, and leading with partnership and innovation, we can make Greensboro the most desirable mid-sized city in America. As the Chief Information Officer for the City of Greensboro, I am honored to work towards this vision and look forward to collaborating with everyone to achieve it.
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Table of Contents Strategy and Performance Framework............................................................................................................... 4 Aligned Mission, Vision and Values .......................................................................................................... 5 City of Greensboro ................................................................................................................................ 5 Greensboro IT ....................................................................................................................................... 5 IT’s Guiding P rinciples...................................................................................................................................... 6 Collaborate for Satisfaction ...................................................................................................................... 7 Optimize IT Investments ........................................................................................................................... 8 Protect People, Data, and Systems ........................................................................................................... 9 Create Value, Reduce Costs .................................................................................................................... 10 Promote Continuous Learning ................................................................................................................ 11 Align With the Business .......................................................................................................................... 12 Lead with Partnership and Innovation.................................................................................................... 13 IT Strategy Targets and Improvements....................................................................................................... 14 IT Delivered Business Value ........................................................................................................................ 15 Key Initiatives and Alignment ................................................................................................................. 16 2023-2024 IT Key Initiative Plan ................................................................................................................. 17 Initiatives Directly Supporting Business Requirements .......................................................................... 18 New Initiatives Improving IT Operational Excellence ............................................................................. 19 New Initiatives Supporting Technology Innovation................................................................................ 20 Strategic Roadmap:................................................................................................................................. 21 Mission, Vision and Values Guide IT Strategy......................................................................................... 22
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Strategy and Performance Framework
"Building pathways to the future requires a willingness to leave behind what is comfortable and familiar, and to embrace the unknown with determination and resilience."
In today's rapidly changing world, technology has become an integral part of every aspect of our lives. The City of Greensboro recognizes this and has developed a comprehensive plan to harness the power of technology to improve the lives of its citizens. The Greensboro IT plan should support the City of Greensboro's economic growth objectives, improve public safety, enhance public services, and build a sustainable future. Moreover, the Greensboro IT plan should align with the City of Greensboro's overall vision for the future, which is to create a sustainable and equitable community for all citizens. The alignment of the Greensboro IT plan with the City of Greensboro's overall plan is crucial to the successful development and implementation of a comprehensive approach to the future. Implementing a strategic plan requires a clear understanding of the key initiatives and guiding principles that will drive the plan's success. The Greensboro IT plan is no exception, and as such, IT has identified several key initiatives and guiding principles that will help achieve the plan's overall objectives. One of the key initiatives of the Greensboro IT plan is to improve IT operational excellence. This involves enhancing IT services, systems, and processes
to ensure that they are effective, efficient, and secure. The plan also seeks to drive technology innovation by identifying and leveraging emerging technologies that can improve the city's services and operations. Additionally, the plan aims to improve IT excellence by enhancing the technology maturity of the city and decreasing risk through the implementation of more robust IT solutions. To achieve these key initiatives, the Greensboro IT plan is guided by several principles. These principles include ensuring that all IT investments align with the city's overall objectives, maximizing the use of existing technology investments, and minimizing duplication of effort. Additionally, the plan emphasizes the importance of developing a culture of innovation that encourages experimentation, collaboration, and continuous improvement. Overall, the Greensboro IT plan's key initiatives and guiding principles are critical to its success in supporting the City of Greensboro's overall vision for the future. By aligning the plan with the city's broader objectives, maximizing the use of existing technology investments, and fostering a culture of innovation, the IT plan will play a vital role in driving the city's progress and success in the years ahead.
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Aligned Mission, Vision and Values
Aligning the mission and vision of IT departments with that of the City of Greensboro is crucial to ensure that technology is leveraged effectively to serve the needs of the community and advance the city's goals for growth and progress.
City of Greensboro Mission
To shape an inclusive future for equitable economic opportunity and sustainable safe neighborhoods through resident focused services and programs
Vision
A Community with endless economic opportunities and exceptional quality of life
Values
Equity
Resiliency Prosperity
Purpose Driven People Centered Data Informed
Innovative
Greensboro IT Mission
To empower the business through collaboration and strategic use of technology.
Vision
To be a trusted partner for delivering value through effective & innovative business technology solutions.
Guiding Principles
Collaborate for Satisfaction Optimize IT Investments
Protect People, Data, and Systems Create Value, Reduce Cost Promote Continuous Learning
Align With the Business
Lead with Partnership and Innovation
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IT’s Guiding P rinciple s
Our IT principles are the guiding values and beliefs that shape how technology is used to create, manage, and deliver value for individuals, organizations, and society.
Collaborate for Satisfaction
We deliver best experiences to our stakeholders through services, products, collaboration and empowerment
Optimize IT Investments
We strive to explore all possible solutions, including leveraging and procuring technology to optimize efficiencies
Protect People, Data, and Systems
We ensure compliance with data privacy laws and industry regulations by developing and implementing robust information security controls
Create Value, Reduce Costs
We foster positive long-term benefits to the city of Greensboro while optimizing total costs of ownership and risks
Promote Continuous Learning
We believe that engaged staff and continuous learning are essential components of our IT strategy, as they empower us to drive innovation and deliver optimal value to our organization and customers
Align With the Business
We align our operations to achieve successful outcomes, relationships built on trust, transparency, equity and integrity
Lead with Partnership and Innovation
We prioritize innovative technology leadership, driving progress for current and future services
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Collaborate for Satisfaction
Guiding Principle - We deliver best experiences to our stakeholders through services, products, collaboration and empowerment
Customer Focused Goal Statement: Maximize customer outcomes and satisfaction by adopting a collaborative problem-solving approach
Business Facing Metrics
Customer Satisfaction Survey Scores
Customer Engagement Systems Availability
Initiative 1: To make cities smarter, safer, and more efficient, the Connected Cities Initiative is a comprehensive effort that deploys advanced communication networks, data analytics tools, and smart devices to enhance urban connectivity. The initiative focuses on improving various aspects of urban life, including transportation, public safety, energy management, and environmental sustainability. Initiative 2: The Password-less Biometric Login Feasibility Study investigates the potential of using biometric data, such as fingerprints, facial recognition, or voice recognition, to authenticate user identity and replace traditional passwords. The study aims to assess the feasibility of biometric authentication solutions in various contexts, such as mobile devices, banking systems, or enterprise networks, while also determining their security, usability, and scalability.
Targets
Customer Satisfaction Survey Scores Business Engagement Touchpoints 98% Uptime - no unplanned outages
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Optimize IT Investments
Guiding Principle - We strive to explore all possible solutions, including leveraging and procuring technology to optimize efficiencies
Leverage > Procure > Develop Goal Statement: Optimize IT investments across the enterprise
Business Facing Metrics
Project Success Rate
Transitioned to 3rd Party Products
Initiative 1: To improve the management of an organization's assets, such as equipment, machinery, or infrastructure, the Enterprise Asset Manager Version Upgrade initiative involves updating the software used for this purpose. The upgrade aims to enhance the functionality, usability, and security of the software, and may require migrating data, training users, and testing the new version prior to deployment. Initiative 2: The Enterprise Asset Manager Vendor Selection initiative involves evaluating and selecting a new vendor to provide software for managing an organization's assets, such as equipment, machinery, or infrastructure. The selection process includes assessing the vendor's features, functionality, support, and cost, and may require conducting pilot tests, negotiating contracts, and migrating data from the old system to the new system.
Targets
100% of Projects completed on time/budget
Transition 15% of custom applications to 3rd party products within the next 5 years
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Protect People, Data, and Systems
Guiding Principle - We ensure compliance with data privacy laws and industry regulations by developing and implementing robust information security controls
Managed Security Goal Statement: Protect the City’s people, data & information systems
Business Facing Metrics
Cyber Risks found Cyber Risks fixed
Cyber Security Awareness
Initiative 1: The Public Safety CityNet Portal is a secure web based platform that enables communication and collaboration among public safety agencies and personnel within an organization. The portal provides real-time access to information and resources, including incident reports, training materials, emergency protocols, and critical infrastructure data to support situational awareness and decision-making. Initiative 2: To enhance security, Multi-Factor Authentication is a mechanism that requires users to provide two or more forms of identification to access a system or service. This may include something the user knows (such as a password or PIN), something the user has (such as a smart card or token), or something the user is (such as biometric data like fingerprints or facial recognition). Initiative 3: The Implement Immutable Backup initiative involves creating backup copies of data that cannot be modified, altered, or deleted once they are created. This approach ensures the integrity and authenticity of the backup data, providing protection against data loss, data corruption, and cyber-attacks such as ransomware.
Targets
100% of staff trained in Cyber Security Awareness annually 30% of Critical/High Security Risks Fixed within 30 days
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Create Value, Reduce Costs
Guiding Principle - We foster positive long-term benefits to the city of Greensboro while optimizing total costs of ownership and risks
Value Focus
Goal Statement: IT creates Value for stakeholders by Reducing Costs, Creating Efficiencies, and Modernizing Infrastructure
Business Facing Metrics
Identify Improvement Opportunities
Reduce Costs
Creating Efficiencies
Modernizing Infrastructure
Initiative 1: The Update MWBE Application and Reporting Matrix initiative involves revising the guidelines and procedures for the certification, registration, and reporting of MWBEs. The update aims to enhance the accuracy, transparency, and accountability of the program, and may require reviewing eligibility criteria, evaluating performance metrics, and improving data management systems. Initiative 2: involves renewing and reducing cost for Cyber Liability Insurance to provide coverage against losses and damages resulting from cyber attacks and data breaches at a lower cost. This coverage includes costs associated with data recovery, business interruption, legal fees, reputation damage, and liability claims from affected third parties.
Targets
75% of departments surveyed for system improvement opportunities within 12 months 20% reduction in total hardware cost within 12 months 10% reduction in software & maintenance costs within 18 months
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Promote Continuous Learning
Guiding Principle - We believe that engaged staff and continuous learning are essential components of our IT strategy, as they empower us to drive innovation and deliver optimal value to our organization and customers
Skilled and Engaged Staff Goal Statement: Develop a culture of continuous learning in IT
Business Facing Metrics
Staff with Continuing Education Plan Training Budget used on Personal Development
Initiative 1: Learning Management System Training is an initiative that aims to provide users with instructions on how to effectively use a software application designed for managing and delivering educational and training programs. The initiative may include guidance on setting up courses, creating content, managing enrollments, tracking progress, and generating reports using the LMS . Initiative 2: Personal and Professional Development Program aims to support staff in their career growth by providing opportunities for continuing education and training. This program aims to ensure that all staff create a Continuing Education Plan and effectively utilize the department's Training Budget on professional development
Targets
100% of staff create Continuing Education Plan 60% of Department’s Training Budget Utilized on Professional Development
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Align With the Business
Guiding Principle - We align our operations to achieve successful outcomes, relationships built on trust, transparency, equity and integrity
City Business & IT Alignment
Goal Statement: Partner with residents & officials to further the City’s goals and initiatives
Business Facing Metrics
Track Number of Projects Sponsored by Manager’s Office Track Number of Projects Sponsored by Departments
Initiative 1: Platform Migration for Housing and Neighborhood Development Department involves transitioning the technology infrastructure and applications to a new platform. This includes evaluating the current technology landscape, selecting a new system, testing and configuring the new environment, migrating data and applications, and providing training and support to users. Initiative 2: FirstNet Feasibility Study evaluates the potential of deploying a nationwide public safety broadband network (PSBN) for first responders. The study aims to assess the benefits and challenges of implementing the FirstNet network, such as improved interoperability, enhanced situational awareness, and faster response times, and to determine its feasibility for meeting the needs of public safety agencies.
Targets
Business processes automated over the last 12 months Estimated $ saved in the last 12 months
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Lead with Partnership and Innovation
Guiding Principle - We prioritize innovative technology leadership, driving progress for current and future services
Innovative Leadership
Goal Statement: Partner with internal departments and community to facilitate business transformation through innovative digital solutions
Business Facing Metrics
Innovation commitment Business Transformations
Initiative 1: Drone Governance aims to establish policies that govern the use of unmanned aerial vehicles (UAVs) or drones, including commercial, recreational, or government use, to ensure their safe and responsible use, protect public safety and privacy, and promote innovation and economic growth in the drone industry. Initiative 2: Innovation District is a cluster of businesses, research institutions, and other organizations that collaborate to generate new ideas, products, and services, and attract investment and talent to the area. Initiative 3: Data Management Program is a strategy to collect, process, and disseminate data in an open and transparent manner. The program aims to make public data easily accessible to residents, researchers, and businesses and encourage its use to improve public services, support research, and promote economic development.
Targets
10% of IT Budget dedicated to innovation projects within 18 months 5 successful business transformations through innovative digital solutions within the next 2 years
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IT Strategy Targets and Improvements
Our IT Strategy and Key Initiative Plan contains projects and initiatives focused on improving our most important core processes and capabilities, aimed at transforming IT’s role to lead the City of Greensboro digital transformation.
Innovator Leverages new & more efficient ways of utilizing information technology to create social, economic, and environmental impacts on the community. Partner Delivers strategic projects and services effectively adding significant value. Trusted Operator Enables the organization through the application of technology and is proactive Firefighter Provides reliable infrastructure and IT service desk that is reactive in nature Unstable Unable to consistently deliver basic services or react timely to incidents
Higher is not always better for every organization. Climbing the ladder comes at a cost, and being an innovator can be very expensive. Be pragmatic in selecting your target IT maturity.
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IT Delivered Business Value
IT delivered business value through several successful key initiatives over the past 12 months
A. Implemented a new version of the ERP solution B. Redevelop # applications C. Redevelop Reports D. Implemented biweekly Pay E. Developed a City Council Dashboard Councilmembers can locate their district resources F. Outlook PST Migration G. Upgraded Citrix environment H. Build MFA-enabled infrastructure I. Introduced EduRoam wireless infrastructure J. Redesigned Fresh Service Ticketing System K. Achieve ISO IEC27001 Recertification L. Completed IT Financial Audit with Infor M. Provided Annual Mandatory Cybersecurity Awareness training to Org N. Improved Web Application Security Testing O. Mitigated over 30% of hi risk vulnerabilities in Systems and applications P. Implement Digital assistant application - Coleman Q. Facility movements/Fiber infrastructure development R. Home Drive Migration S. OneDrive to all Employees T. 2008 Server Migration
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Key Initiatives and Alignment
IT will ensure that our key initiatives continue to align with the City of Greensboro Objectives and Initiatives
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2023-2024 IT Key Initiative Plan
Today’s CIOs have three key mandates:
Support the Enterprise, Run an Effective IT shop, and Drive/Support Innovation
Business Support Support Major Business Priorities Business initiatives requiring IT capabilities are supported by key IT projects
Improve IT Excellence Reduce Risk & Improve IT Operational Excellence These projects will increase IT process maturity and systematically improve IT. Improve IT Excellence
Drive Innovation Drive Technology Innovation
These projects will improve our future innovation capabilities and decrease risk by increasing our technology maturity.
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Initiatives Directly Supporting Business Requirements
IT will deliver on 29 in-flight, planned, and new key initiatives directly supporting key City of Greensboro business requirements
Business- Supporting IT Initiatives/Projects
“Near Me” App
Camera and Wi-Fi for downtown parks
Cellular Tower Expansion (and Maintenance) Commercial business & trash recycling Connected Cities Initiative Cyber Liability Insurance Dimensions Migration Drone Governance Enterprise Asset Manager Vendor Selection Enterprise Asset Manager Version Upgrade Enhanced Email Protection ESRI upgrade Feb 1 Parking Deck FirstNet Feasibility Study Housing & Neighborhood Dev Dept Tech Migration Innovation District IT Security Camera Upgrades Learning Management System Training Multi Factor Authentication Video Streaming for Youth Baseball and Softball Payment Card Industry Compliance Plan Review Application rewrite Public Safety CityNet Portal Salesforce Deployment Update MWBE Application and Reporting Matrix Waste Works Software CityNet replaced with SharePoint External Website replacement
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New Initiatives Improving IT Operational Excellence
IT identified 13 in-flight, planned or new initiatives for improving IT Operational Excellence
IT Excellence Initiatives
Cisco CUCM AD Directory integration Cloud Migration Network Management Solution Upgrade GIS Pro Chargeback Processing Cloud Service Provider Security Dark Web Monitoring Endpoint Detection and response User Awareness Training SQL Server Upgrade Office 365 Chargeback processing SAN Replacement
Implement Immutable backup Internal Applications Inventory
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New Initiatives Supporting Technology Innovation
IT identified 4 inflight, planned, and new initiatives will help IT drive and support Technology Innovation
IT Initiatives Supporting Innovation
Connected Cities Initiative Drone Governance Innovation District Password-less biometric login - Feasibility Study Technology and Data Institute
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Strategic Roadmap
Charting the Future: Technology Innovation with a 36-Month Plan of Action
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Mission, Vision and Values Guide IT Strategy
Driving Results: Aligning City of Greensboro's Goals and Objectives with Actionable IT Initiatives
City of Greensboro
Information Technology
To shape an inclusive future for equitable economic opportunity and sustainable safe neighborhoods through resident focused services and programs
collaboration and strategic use of To empower the business through
Mission
Mission
technology
A Community with exceptional economic opportunities and exceptional quality of life
To be a trusted partner for delivering value through effective & innovative business technology solutions.
Vision
Vision
Customer Focused
Equity Resiliency Prosperity
Leverage>Procure>Develop
Managed Security
Guiding Principles
Value Focus Engaged Staff
Purpose Driven People Centered Data Informed Innovative
Values
Equitable City Business and IT Alignment
Innovative Leadership
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