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City of Toronto’s eCity Journey

City of Toronto’s eCity Journey. City of Toronto’s eCity Journey. City of Toronto’s eCity Journey. Presentation Overview:. eCity – Creating the Vision & Building Momentum Developing an eCity Planning Team, & Plan eCity – What’s in the Works. John Davies, Executive Director & CIO

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City of Toronto’s eCity Journey

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  1. City of Toronto’s eCity Journey

  2. City of Toronto’s eCity Journey

  3. City of Toronto’s eCity Journey Presentation Overview: • eCity – Creating the Vision & Building Momentum • Developing an eCity Planning Team, & Plan • eCity – What’s in the Works John Davies, Executive Director & CIO City of Toronto

  4. eCity Vision Strategic use of IT • Make local government and services more accessible, effective and efficient through the strategic use of Information Technology

  5. eCity Framework Categorizing projects, creating linkages • eGovernment • eService • eBusiness • eFoundations

  6. eCity Framework Categorizing projects, creating linkages • eGovernment • eService • eBusiness • eFoundations eGovernment eCity

  7. eCity Framework Categorizing projects, creating linkages • eGovernment • eService • eBusiness • eFoundations eService eCity

  8. eCity Framework Categorizing projects, creating linkages • eGovernment • eService • eBusiness • eFoundations eBusiness eCity

  9. eCity Framework Categorizing projects, creating linkages • eGovernment • eServices • eBusiness • eFoundations eFoundations eCity

  10. eCity eGovernment aka: eDemocracy Enhancing citizen engagement and access to local government...and improving governance, accountability and decision-making EXAMPLES: • Election results portal • Increased automation of meeting management • Live video streaming of council meetings • Online polling and voting

  11. eCity eService Multi-channel self service Improving service delivery via the web…and integration of internal processes that support customers EXAMPLES: • Registrations • Permit applications/renewals • Tax Payments • Request for services (311)

  12. eBusiness eCity Integrated business applications Applications that support improvements to internal business operations EXAMPLES: • Work management • Financials, HR • Facilities scheduling • Licensing • Case Management

  13. eCity eFoundations Infrastructure that supports & integrates Core IT projects - essential prerequisites for eGovernment, eServices, eBusiness EXAMPLES: • Network Upgrades; Wireless • Website/portal technology improvements • Document management • Geospatial data mapping

  14. eCity: IT is Strategic IT eCity Strategic • eCity concept, vision, framework understood and accepted • Approved by Council…an eCity political sub-committee created • A cornerstone of the City’s Service Excellence Program Excitement & high expectations

  15. eCity: Overcoming Inertia From ad hoc, to co-ordinated planning • City depts begin to implement eServices • But pace is slow; no coordination, no x-City perspective on best sequence, • No long range IT/eCity Plan

  16. Lots of opportunities... Information Management Document Management ePrint Citizen Interaction Website portal Parks & Rec Wireless eService Meeting Management Privacy Security Polling eConnect eGoverment eProcurement Rental Inspection Enterprise Architecture 3-1-1 Business Continuity Planning Parking Tags Electronic Bill presentment/payment eBusiness eFoundations SAP Parking permits

  17. eCity Governance Create an eCity governance framework, planning team, PMO • Established an Advisory Board/Planning Team to govern eCity • X-departmental “portfolio management” • Supported by a Project Management Office

  18. eCity Strategic Planning Team Structure Corporate Champion Program Leads Dept Bus. Reps Chair eG Lead eS Lead Supporting functions • CSII • 3-1-1 CNS IT CNS Finance Fin IT eCity Program Office CS IT CS UDS UDS IT EDCT IT EDCT WES WES IT eF Lead eB Lead External Groups TBD eFACT Corp I&T

  19. eCity Strategic Planning Team: Draft Terms of Reference(1 of 2) • Oversight of the City of Toronto eCity Strategic Plan - promote continuous refinement of the City’s IT strategies • Review/approve corporate IT policies, architectures, standards • Review Dept IT Plans to identify opportunities for collaboration/sharing • Define shared IT services, infrastructure, applications • Review/approve major eCity investments

  20. eCity Strategic Planning Team: Draft Terms of Reference(2 of 2) • Support for multi-dept technology projects • Assist with budget/funding strategies to support the City’s IT/eCity Strategic Plan • Co-ordinate major eGovernment, eServices, eBusiness, eFoundations planning/projects • Review/report on the progress of eCity Plan/projects • Review/approve the eCity Communications Plan

  21. eCity: Planning for Success Planning and portfolio management • A multi-year investment plan for the City • Ensure collaboration and synergy between departments • Ensure consistency in approach, architecture = better application integration • Ensure highest return on investment • Progress monitoring/reporting to ensure the eCity vision/benefits realized • Build political support for IT/eCity investment

  22. eCity: Planning for Success Planning and portfolio management • A multi-year investment plan for the City • Ensure collaboration and synergy between departments • Ensure consistency in approach, architecture = better application integration • Ensure highest return on investment • Progress monitoring/reporting to ensure the eCity vision/benefits realized • Build political support for IT/eCity investment

  23. eCity: Planning for Success Planning and portfolio management • A multi-year investment plan for the City • Ensure collaboration and synergy between departments • Ensure consistency in approach, architecture = better application integration • Ensure highest return on investment • Progress monitoring/reporting to ensure the eCity vision/benefits realized • Build political support for IT/eCity investment

  24. eCity: Planning for Success Planning and portfolio management • A multi-year investment plan for the City • Ensure collaboration and synergy between departments • Ensure consistency in approach, architecture = better application integration • Ensure highest return on investment • Progress monitoring/reporting to ensure the eCity vision/benefits realized • Build political support for IT/eCity investment

  25. eCity: Planning for Success Planning and portfolio management • A multi-year investment plan for the City • Ensure collaboration and synergy between departments • Ensure consistency in approach, architecture = better application integration • Ensure highest return on investment • Progress monitoring/reporting to ensure the eCity vision/benefits realized • Build political support for IT/eCity investment

  26. eCity: Planning for Success Planning and portfolio management • A multi-year investment plan for the City • Ensure collaboration and synergy between departments • Ensure consistency in approach, architecture = better application integration • Ensure highest return on investment • Progress monitoring/reporting to ensure the eCity vision/benefits realized • Build political support for IT/eCity investment

  27. eCity: What’s in the Works eCITY

  28. eCity: What’s in the Works eGovernment • Meeting Management • Document management pilot • Council reports online • Tools to increase effectiveness of committee and council meetings • Live video streaming: under study

  29. eCity: What’s in the Works (2) eBusiness • SAP Centre of Excellence • Re-engineer major business processes • Implement maintenance management • Integration with other business apps • eProcurement study (2005) • Major business application upgrades in Works, Parks & Rec, Urban Development Services

  30. eCity: What’s in the Works (3) eFoundations • Technology infrastructure refresh • Desktops, servers, network (incl. wireless) • Security enhancements • Document management • Data warehouse • Web Portal, content management

  31. City of Toronto Website www.toronto.ca - statistics • Hits: • 1999 – 140 million • 2004 – 2 billion** • Visitors: • 1999 – 2.4 million • 2004 - 20 million + ** More visitors than Chicago or NYC websites

  32. eCity: What’s in the Works (4) eServices • 211toronto.ca • Parking permit renewals • Parking tag payments • Dinesafe - inspections • Toronto FUN Online – Parks & Rec Registration • 311 Toronto

  33. 311 Toronto What it is • Comparable to 911, but for non-emergency services…successfully introduced in U.S. • A single phone #, email address, web portal to contact the City re service requests • Integrated suite of call centre, knowledge management, and back-end systems that enable rapid response to citizen requests • A major customer-centric business transformation project

  34. 311 Toronto Benefits: Service Excellence • Simplified access to municipal services • 1st point of contact resolution • Consistent, integrated services for the public across all channels • Capacity to track service requests to resolution • Self-service

  35. 311 Toronto Where are we • Team has developed vision, objectives, preliminary design strategy, implementation plan and budget • Pending Council approval – ramp up project organization for implementation • Awaiting CRTC approval of municipal application • Multi-year project; pilot deliverables in 2005, then incrementally expand

  36. City of Toronto’s eCity Journey Our goal: to be one of the premiere eCities in North America Questions.... John Davies jwdavies@toronto.ca

  37. City of Toronto’s eCity Journey

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