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City of TukwilaAllan Ekberg, Mayor
INFORMATIONAL MEMORANDUM
TO: Finance and Safety Committee
FROM: Joseph Todd, Director of Technology Services
CC: Mayor Ekberg
DATE: 08/10/2016
SUBJECT: Preview of Technology Strategy and Vision
ISSUEConsideration and understanding of the City of Tukwila Technology Strategy and Vision
BACKGROUNDAs the new IT Director I and my team have been with the strategy and execution plan forproviding the City of Tukwila with a digital transformation. This transformation strategic andframe includes 5 strategic initiatives that are key for the next 1 to 5 years: Customer Focus,People, Culture, Innovation, and Solid IT Foundation
DISCUSSION1&TS seeks to provide understanding of our new framework, initiatives, business model,implementation schedule and roadmap in our discussion. We will also provide preliminarynumbers to help in understanding and clarification of cost for the cities digital transformation.
The Council is being asked to consider the following:• Strategy, Vision, Framework, Business Model, Initiatives and baseline cost analysis
FINANCIAL IMPACTTBD
RECOMMENDATIONUnderstand I&TS plan and vision. Move forward with initial funding for this year to support ourcities digital transformation.
ATTACHMENTSI&TS Vision 2020 package
19
20
Tech
nolo
gy a
nd In
nova
tion
Serv
ices
Stra
tegi
c an
d Ta
ctic
al P
lan
Visi
on 2
020
Delig
ht E
nd-u
sers
Eve
ry T
ime!
21
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Stra
tegy
Ele
men
ts
Mis
sion
and
Vis
ion
Appr
oach
Impl
emen
tatio
n
Roa
d M
ap
Bus
ines
s M
odel
Roa
d M
ap
22
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Mis
sion
, Vis
ion,
and
Val
ues (
who
we
are)
Mis
sion
Visi
on
Valu
es
Prov
ide
Inno
vativ
e te
chno
logy
sol
utio
ns th
at e
nabl
e bo
th e
mpl
oyee
s and
citi
zens
to re
ach
thei
r go
als a
nd b
eyon
d
Qua
lity,
Per
sona
l and
Tea
m D
evel
opm
ent,
Fun,
Enj
oy th
e Jo
urne
y, In
nova
tion,
Inte
grity
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s w
ill p
rovi
de in
nova
tive
relia
ble,
and
inte
grat
ed te
chno
logy
so
lutio
ns in
alig
nmen
t with
city
goa
ls a
nd o
bjec
tives
, whi
le d
eliv
erin
g ex
celle
nce
in c
usto
mer
se
rvic
e
23
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Solid
Fou
ndat
ion Cu
stom
er F
ocus
IT S
ervi
ce M
anag
emen
t
Peop
le
Star
t with
cus
tom
er a
nd e
nd
with
the
cust
omer
(CXJ
)
Mea
sure
Qua
lity
of
inte
ract
ions
Clea
r Cus
tom
er E
xper
ienc
e
Know
the
cust
omer
bus
ines
s
Star
t with
cus
tom
er (C
XJ)
Ope
ratio
ns
Infr
astr
uctu
re
Crea
te a
car
eer p
ath
Inve
st in
trai
ning
and
pr
ofes
sion
al d
evel
opm
ent
Gro
w th
e IT
to e
mpl
oyee
ra
tio fr
om 1
:60
to 1
:30
RAA
(Res
pons
ibili
ty
Acco
unta
bilit
y, A
utho
rity)
Faci
litie
s
IaaS
Proc
ess
Inno
vatio
n Cu
lture
ITIL
Tech
nolo
gy
Agile
Del
iver
y
Leve
l 1, 2
, 3 su
ppor
t
Itera
tive
deliv
ery
Sour
cing
Par
tner
s
Clou
d Fi
rst
Scal
able
Inte
grat
ed S
yste
ms
Refr
esh
soft
. and
dev
ices
Mob
ile o
nly
fron
t lin
e
Chan
ge M
anag
emen
t
Trai
ning
and
Out
reac
h
Chan
ge th
e IT
exp
erie
nce
Build
Clim
ate
of T
rust
Crea
te a
cor
e of
ear
ly
adop
ters
and
influ
ence
rs
Inno
vatio
n La
b
POC’
s and
Pilo
ts
Rapi
d De
ploy
men
t an
d te
stin
g
Capt
ure
inno
vativ
e id
eas
from
use
rs
Itera
tive
Depl
oym
ents
Mob
ile o
nly
stra
tegy
Cultu
re o
f Yes
Top
Colla
bora
tion
Tool
s Be
nch
mar
king
Best
Pra
ctic
es /
Lea
n
Vend
or M
anag
emen
t
Use
r Ado
ptio
n
Busi
ness
Ana
lytic
s
Syst
ems I
nteg
ratio
n
Qua
lity
Assu
ranc
e
Hybr
id In
fras
truc
ture
Pers
onal
izat
ion
The
App
roac
h (fr
amew
ork)
24
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Cust
omer
Foc
us
Star
t with
cus
tom
er a
nd e
nd
with
the
cust
omer
(CXJ
)
Mea
sure
Qua
lity
of
inte
ract
ions
Clea
r Cus
tom
er E
xper
ienc
e
Know
the
cust
omer
bus
ines
s
Pers
ona
(CXJ
)
Pers
onal
izat
ion
Cus
tom
er F
ocus
(fra
mew
ork)
•C
usto
mer
Exp
erie
nce
Anal
ysis
•
Kno
w th
e cu
stom
er b
ette
r tha
n th
emse
lves
•
Und
erst
and
the
orga
niza
tion,
the
peop
le, w
hat t
hey
do
•Fo
cus
on s
ervi
ces
that
incr
ease
cus
tom
er p
rodu
ctiv
ity a
nd e
ffici
ency
•
Mak
e th
e rig
ht in
vest
men
ts b
ased
on
busi
ness
nee
ds
•B
uild
com
putin
g ro
adm
aps
that
alig
n w
ith th
e bu
sine
ss
•B
uild
or b
uy c
apab
ilitie
s th
at a
re s
cala
ble,
relia
ble,
and
futu
re p
roof
•
Per
sona
lizat
ion
25
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Crea
te a
car
eer p
ath
Inve
st in
trai
ning
and
pr
ofes
sion
al d
evel
opm
ent
Gro
w th
e IT
to e
mpl
oyee
ra
tio fr
om 1
:60
to 1
:30
RAA
(Res
pons
ibili
ty
Acco
unta
bilit
y, A
utho
rity)
Faci
litie
s
Cultu
re o
f Yes
Peop
le
•In
crea
se H
elp
Des
k C
apab
ility
•
Vita
lyst
(cal
l aba
tem
ent a
nd in
crea
sed
help
des
k de
man
d)
•En
d us
er tr
aini
ng c
apab
ilitie
s •
End
user
pro
duct
hel
p
•St
aff S
trat
egic
ally
for C
ore
team
•
Seni
or P
ublic
Saf
ety
Adm
inis
trat
or
•Pr
ojec
t Man
agem
ent /
CXJ
Ana
lyst
•C
hang
e Fo
cus
of c
ore
Staf
f •
Incr
ease
1 o
n 1
supp
ort w
ith d
epar
tmen
ts
•Le
arn
the
busi
ness
•
Prov
ide
Bus
ines
s Sp
ecifi
c so
lutio
ns
•Fo
cus
on c
usto
mer
str
ateg
y
Peop
le (f
ram
ewor
k)
26
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
IT S
ervi
ce M
anag
emen
t
Ope
ratio
ns
Infr
astr
uctu
re
IaaS
Proc
ess
ITIL
Tech
nolo
gy
Agile
Del
iver
y
Leve
l 1, 2
, 3 su
ppor
t
Itera
tive
deliv
ery
Sour
cing
Par
tner
s
Clou
d Fi
rst
Scal
able
Inte
grat
ed S
yste
ms
Refr
esh
soft
. and
dev
ices
Mob
ile o
nly
fron
t lin
e
Mob
ile o
nly
stra
tegy
Top
Colla
bora
tion
Tool
s Be
nch
mar
king
Best
Pra
ctic
es /
Lea
n
Vend
or M
anag
emen
t
Use
r Ado
ptio
n
Busi
ness
Ana
lytic
s
Syst
ems I
nteg
ratio
n
Qua
lity
Assu
ranc
e
Hybr
id In
fras
truc
ture
Solid
Fou
ndat
ion
(fram
ewor
k)
•Im
plem
ent I
T Se
rvic
e M
anag
emen
t •
Dep
loy
IT C
usto
mer
Por
tal
•D
eplo
y IT
Ser
vice
Cat
alog
•
Dep
loy
robu
st in
cide
nt m
anag
emen
t and
tick
etin
g pr
oces
s •
Dep
loy
robu
st c
usto
mer
feed
back
loop
•
Rob
ust a
utom
ated
ass
et tr
acki
ng
27
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
The
Impl
emen
tatio
n (t
he w
hat b
y w
hen)
Data
War
ehou
se
Plan
and
dep
loy
2016
20
17
2018
Clou
d Fi
rst
Stra
tegy
20
17 /
2018
bu
dget
#’s
Peop
le P
lan
Agile
St
rate
gy
Tech
nolo
gy
Refr
esh
Plan
s
Vend
or A
sses
smen
t an
d se
lect
ion
Shift
to O
ffice
36
5 fr
om o
n Pr
em.
Go
live
with
Te
chno
logy
Le
ase
Plan
Clou
d Ba
sed
So
ft P
hone
Prof
ile B
ased
Dev
ice
De
ploy
men
ts
Deliv
er
Spill
man
RM
S
Mun
icip
al
Wire
less
N
etw
ork
Plan
Cell
carr
ier
chan
ge
City
Stu
ff M
obile
App
Tukw
ila
Gen
ius B
ar
Hybr
id C
loud
Intr
anet
28
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Cust
omer
s IT
Com
pete
ncy
Cen
ter
Cus
tom
er E
ngag
emen
t &
Dem
and
Man
agem
ent
IT S
ervi
ce C
ente
r Se
rvic
e D
eliv
ery
And
Ope
ratio
ns
One
-on-
one
Road
show
s
New
s Let
ters
Stor
efro
nt
Dire
ct C
alls
On-
boar
ding
Design & Reqs.
Solu
tion
Solu
tion
Deliv
ered
Infr
astr
uctu
re D
evel
oped
Prod
Sup
port
Dep
artm
ents
Team
s
Citi
zens
The
Busi
ness
Mod
el (S
tore
Fro
nt c
omin
g so
on)
29
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Cus
tom
ers
Req
uest
/ H
elp
Serv
ice
Cen
tre
•TI
S O
pera
tions
•
Infr
astr
uctu
re P
erfo
rman
ce
•1:
1 en
gage
men
t (C
onsu
ltatio
n)
•D
esig
n an
d R
equi
rem
ents
•
3rd L
evel
Sup
port
•
Man
aged
Ser
vice
s Su
ppor
t Tea
ms
Hel
p D
esk
(IT S
ervi
ce C
ente
r)
Leve
l 0, 1
, 2
, 3
3rd P
arty
Man
aged
Ser
vice
(24/
7)
•1:
1 en
gage
men
t for
cus
tom
ser
vice
s •
Leve
l 1 a
nd 2
sup
port
and
Fie
ld S
ervi
ces
3rd P
arty
Sof
twar
e Pa
ckag
es
•1:
1 en
gage
men
t for
cus
tom
ser
vice
s •
Leve
l 3 s
uppo
rt
Ve
ndor
Sup
port
•
Lice
nses
•
Prem
iere
Pro
duct
Sup
port
The
Busi
ness
Mod
el (B
ack
Offi
ce)
30
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Bus
ines
s M
odel
(Agi
le W
ork
proc
ess)
31
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Tech
nolo
gy R
oadm
ap (w
hat b
y w
hen)
2016
20
17
2018
20
19
Busin
ess I
ntel
ligen
ce (p
erfo
rman
ce m
easu
res)
End
to E
nd B
I too
ls a
nd se
rvic
es
Tabl
eau,
Pow
er
BI, D
omo
Sour
cing
Par
tner
ship
s ( h
elp
desk
, im
plem
enta
tion
part
ners
, Sus
tain
men
t, Tr
aini
ng P
artn
ers,
city
and
stat
e w
ide
part
ners
hips
)
Depa
rtm
ent o
r IT
Capa
bilit
y Be
ing
deliv
ered
Tech
/ In
fras
truc
ture
Proj
ects
/ En
ablin
g Ac
tiviti
es
Mob
ile a
nd C
loud
Str
ateg
ic S
trat
egy
Crys
tal R
epor
ts,
SSRS
, Ora
cle
repo
rts
, CO
GN
OS
Repo
rtin
g To
ols
Trai
ning
tool
s and
serv
ices
AveP
oint
, Litm
os
File
Sha
ring
and
Colla
bora
tion
End
Use
r cap
abili
ty a
nd c
apac
ity
Offi
ce 3
65, C
loud
PBX
, Sk
ype
for B
usin
ess
Info
rmat
ion
Shar
ing
and
Repo
rtin
g ac
ross
de
part
men
ts a
nd c
omm
uniti
es
Info
rmat
ion
Shar
ing
(inte
grat
ion,
da
taba
ses a
nd c
onte
nt m
anag
emen
t)
AWS
and
Azur
e Da
ta a
nd
Inte
grat
ion
Com
mun
ity in
put
Surv
ey M
onke
y, A
pps
Tact
ical
Safe
crim
e fr
ee e
ngag
ed
com
mun
ities
IAAS
In
fras
truc
ture
as a
Ser
vice
HPE,
Azu
re,
AWS
IT G
over
nanc
e (a
pplic
atio
ns, s
ecur
ity, D
evic
es, D
ata
Rete
ntio
n, g
o to
clo
ud a
nd m
obile
stra
tegy
)
IM, V
oice
and
In
tegr
ated
Vid
eo
Apps
, Spi
llman
(NO
VA)
Inte
grat
ed G
IS
Serv
ices
eSRI
man
aged
cl
oud
serv
ices
Mob
ile D
evic
e M
anag
emen
t and
De
velo
pmen
t
MDM
AZU
RE A
WS
app
deve
lopm
ent c
loud
Adva
nced
tech
nolo
gy c
onsu
mpt
ion
Inno
vatio
n Hu
b,
Gen
ius B
ar, Z
en D
esk
32
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Tech
nolo
gy R
oadm
ap C
ontin
ued
(wha
t by
whe
n)
2020
20
21
2022
20
23
Bayn
ote
Pers
onal
izat
ion
Tech
/ In
fras
truc
ture
Proj
ects
/ En
ablin
g Ac
tiviti
es
Sens
or b
ased
tool
s
Clou
d Im
plem
enta
tion
of M
achi
ne le
arni
ng
AZU
RE a
nd A
WS
for
pred
ictiv
e an
alyt
ics
Echo
By
Amaz
on, G
oogl
e at
wor
k vo
ice
sear
ch
and
orde
ring
Perm
ittin
g, E
-pa
ymen
ts, a
ccid
ent
repo
rts,
par
k re
serv
atio
ns
Mov
e to
robu
st D
BMS,
Fi
nanc
ial t
ools
and
serv
ices
re
fres
h fin
anci
al p
latf
orm
Visi
onar
y Ta
ctic
al
My
Tukw
ila M
obile
App
Inte
grat
ion
with
inte
rnet
of t
hing
s
Vide
o An
alyt
ics
3VR
vide
o in
telli
genc
e
Auto
mat
ed o
rder
ing
syst
ems
Fisc
al s
usta
inab
ility
Sour
cing
Par
tner
ship
s ( h
elp
desk
, im
plem
enta
tion
part
ners
, Sus
tain
men
t, Tr
aini
ng P
artn
ers c
ity a
nd st
ate
wid
e p
artn
ersh
ips)
Esta
blis
h po
licie
s an
d pr
oces
ses t
o ad
opt t
echn
olog
y th
at im
prov
es C
ity s
ervi
ces a
nd m
akes
them
mor
e ef
ficie
nt
Disa
ster
Rec
over
y (c
loud
impl
emen
tatio
ns o
utsi
de th
e Pu
get S
ound
)
End
Use
r cap
abili
ty a
nd c
apac
ity
Ensu
re c
ity fa
cilit
ies
are
safe
effi
cien
t and
in
vitin
g to
the
publ
ic.
IT G
over
nanc
e (a
pplic
atio
ns, s
ecur
ity, D
evic
es, D
ata
Rete
ntio
n, g
o to
clo
ud a
nd m
obile
stra
tegy
)
Refr
esh
of F
inan
cial
s sy
stem
s
Pers
onal
izatio
n of
se
rvic
es
Depa
rtm
ent o
r IT
Capa
bilit
y Be
ing
deliv
ered
Fire
and
Pol
ice
tech
nolo
gy re
fres
h
Nov
a Sp
illm
an
33
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s Bac
kup
34
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Gov
erna
nce:
M
onito
r Com
plia
nce
Asse
ssm
ent o
f KPI
’s
Lead
ersh
ip
Pres
enta
tion
Cont
ent C
urat
ion
Depl
oym
ent S
tatu
s U
pdat
e Tr
aini
ng
Depl
oym
ent
Prog
ram
Roa
dsho
w
Mon
thly
Q
uart
erly
Alig
nmen
t with
Co
mm
unic
atio
n an
d Tr
aini
ng a
rms
Mar
ketin
g Pl
anni
ng
Gov
erna
nce
Ong
oing
Tech
nolo
gy
Plan
ning
Te
chno
logy
Pla
n Ex
ecut
ion
Plan
and
mes
sagi
ng
revi
ew
Mee
ting
Iden
tific
atio
n an
d re
view
of k
ey
mar
ketin
g an
d co
mm
unic
atio
n ch
anne
ls, K
PIs
and
ongo
ing
gap
mon
itorin
g
Awar
enes
s of
serv
ices
and
tim
elin
e
Mee
ting;
cus
tom
er
pres
enta
tion;
ph
ysic
al c
olla
tera
l
Pres
enta
tion
of
wal
king
dec
k,
high
light
of
port
folio
and
ro
adm
ap
Prom
otio
n of
101
an
d 10
2 tr
aini
ng
arou
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ew to
ols
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l New
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ter,
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t ci
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te
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ates
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otio
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tent
an
d in
tend
ed
audi
ence
s
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inuo
us a
nd
cons
iste
nt u
pdat
e on
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gres
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Emai
l New
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ter,
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Blo
g Po
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ity
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site
Upd
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Depa
rtm
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onbo
ardi
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to d
ate,
spot
light
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use
case
s ta
lk e
ffici
enci
es
Ong
oing
de
velo
pmen
t of
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epth
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h
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l New
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ter,
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g Po
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ity
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upd
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ess s
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rain
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ks)
IT a
nd D
epar
tmen
t up
date
of v
isio
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IT a
nd D
epar
tmen
t To
wn
Halls
Pr
esen
tatio
n, V
ideo
Evan
gelis
m o
f fe
atur
es a
nd
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ices
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orte
d,
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otio
n of
ro
adm
ap
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bilit
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vern
ance
co
mm
ittee
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odel
out
puts
Emai
l, Au
dien
ce
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rtin
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Deve
lopm
ent,
exec
utio
n an
d m
onito
ring
of
gove
rnan
ce.
Repo
rtin
g of
met
rics
Perf
orm
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&
Mea
sure
men
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Repo
rt o
n tr
acki
ng
agai
nst K
PIs
Emai
l New
slet
ter,
Site
Blo
g Po
st, c
ity
web
site
Met
rics o
n gr
oups
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aine
d, h
elp
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ts
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rtm
ents
on
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uenc
y
Activ
ity
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ose
Vehi
cle
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sagi
ng
Audi
ence
Tech
nolo
gy S
ervi
ces
Depa
rtm
ent H
eads
Co
mm
unic
atio
n Te
am
Depa
rtm
ent H
eads
De
part
men
t Mgr
s.
Dept
. Man
ager
s En
d U
sers
Depa
rtm
ent H
eads
Inte
rnal
and
ex
tern
al
End
Use
rs
Depa
rtm
ent H
eads
M
anag
ers
End
Use
rs
Man
ager
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rect
ors
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. Com
ms F
ocal
s
Depa
rtm
ent H
eads
M
anag
ers
End
Use
rs
Com
mun
icat
ion
Plan
(Eng
agem
ent)
35
City
of T
ukw
ila |
Inno
vatio
n an
d Te
chno
logy
Ser
vice
s
Vend
or /
Sup
plie
r Man
agem
ent (
man
age
reso
urce
s)
36
