Agenda - 11-08-2012 - 7b - Laserfiche WebLink

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14 SECTION 3: SERVICE ALIGNED IT INVESTMENT STRATEGY The Vision The technology vision for Orange County capitalizes on the benefits derived from strategic technology planning and investment, both for internal departments and external customers. The vision is aligned with Commissioners' and staff goals, objectives, and strategies in an effort to stay focused on service aligned investments. In the service aligned investment model, IT investments are driven by citizen and departmental needs and focus on agility in the provision of services. Success in this service- aligned model is dependent on a clear understanding of County priorities and how business is conducted by County departments and the citizens who interact with those departments. In order to facilitate this understanding, the County IT Department needs to establish Business Relationship Manager roles within its department. In order to establish these critical roles, additional IT staff are required to ensure that service levels do not deteriorate as the Business Relationship Managers work with departments to gather mission-critical knowledge. The Business Relationship Managers work closely with departments, developing knowledge and understanding of their business processes, objectives and technology needs. By employing strong business skills to support equally strong technical capabilities, the IT department can achieve a holistic understanding of how services are consumed by the business, how IT's actions affect departmental productivity, and how to provide innovative solutions. The IT Department can review and enhance its service offerings and capacity using these resources. Furthermore, it is critical that strategic technology planning become an integral part of each department's annual planning process, as well as a key component in the long-range planning of the County. It is important to note that this strategic technology plan is not limited to technological infrastructure, hardware, and software, but rather, encompasses all strategic information management functions. Therefore, the strategic technology vision for Orange County includes: • The adoption of a strategic technology investment strategy that aligns functional County Commissioners' and departmental goals, objectives, and needs with technological solutions. In essence, the business of government will become enabled by technology instead of technology driving the business changes. • Build upon and extend the utilization of performance metrics and customer service commitment to ascertain progress. • Utilize IT service management as a mechanism to provide superior, equitable customer service and problem resolution. • Enterprise approaches to strategic IT investments are also central to leveraging economies of scale and holistic solutions. • Provide County residents and staff with more convenient, open access to information in order to facilitate decision-making. 12