Town of Arlington

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 Information Technology Strategic Plan

FY 2014 – FY 2016

(For more information, contact:  Town Manager: Adam Chapdelaine ;  730 Mass. Ave. AnnexArlington, MA 02476;         (781) 316-3010,  Fax: (781) 316-3019,  

One of the goals of both the Board of Selectmen and the Town Manager is to develop and implement a Strategic Plan for Information Technology. In order to meet that goal, a series of discussions with departmental stakeholders, Information Technology staff, and members of the Information Technology Advisory Committee were held. These discussions were focused on gathering information about the history of technology in Arlington, current technology needs, and a vision for the future regarding Arlington and technology. This effort has resulted in this Information Technology Strategic Plan – A plan focused on changing the culture of the organization in regard to how it views technology and thereby positioning the organization to capitalize on technological advancements throughout the 21st century.

This plan includes three main components:

  • A redefined vision and mission for the IT Department
  • An inventory of the current IT staffing structure and systems supported
  • A timeline of recommended action steps focused on leading Arlington’s technology initiatives going

A main theme of the plan and its recommendations is the need for interdepartmental collaboration as part of any successful IT strategy. For this reason, we strongly urge all departmental stakeholders to review the plan and engage with the IT Department and other key personnel to ensure that the goals of the plan are met.

It is also important to note at the outset that although the Town and School share a Chief Technology Officer and for all intents and purposes have a consolidated IT Department, this strategic plan is focused on the Town side of the operation. This is due to the separation of staffing responsibilities and the separate yet parallel budgeting processes between Town and School IT functions. It is also due to the unique business processes that Town departments utilize to deliver services to residents. However, any and all possibilities for synergies and efficiencies to be gained through the cooperation of Town and School IT staff will be thoroughly examined as part of this plan.

 

Vision for Arlington Information Technology

The Information Technology Department will strive to become a collaborative partner in the creation and delivery of technological services and solutions to Town staff and its residents.

 

Mission Statement for Arlington Information Technology Department

The Information Technology Department is committed to the delivery of innovative technological business solutions to meet our departments’ business requirements and our shared goals to enhance the services to our residents. We will accomplish this by establishing more effective communication vehicles, clear definition for creating projects and service requests, and assisting departments with developing departmental technical liaisons by providing them with technical training.

Aligning ourselves with the business priorities of the Board of Selectmen, Town Manager, Capital Planning Committee, Finance Committee, ITAC, and our residents, the IT department will position itself to focus its efforts on work that will enable us to be a successful partner and service provider.

 

IT’s Existing Conditions in Arlington

 Part of any effective strategy is an inventory of existing conditions within a given operation. Below, you will find an organizational chart and in the attached appendices you will find an inventory of the systems currently maintained by the IT Department. The organizational chart demonstrates the current staffing available to meet the Town’s IT needs and depicts the manner in which they are organized.  The inventory of systems provides a context for the workload that is currently assigned to the IT Department and also provides a framework for the eventual discussion recommended by this plan in regard to maintaining system hosting and maintenance on Town servers versus the use of cloud based systems for Town departments.

 

Organizational Chart of Current Town Information Technology Department

 IT Master Plan org chart

 

 

 Systems Currently Maintained by the Arlington IT Department

 Included in Appendix A is a matrix of all of the enterprise systems that are maintained by the Arlington IT Department. Appendix B contains a matrix of the departmental systems that are maintained by the Arlington IT Department.

 

Summary of Goals, Tasks, and Timelines of Strategic Plan

A summary of the goals, tasks, and timelines of this plan are included as Appendix C and are the core component of this strategic plan document. These items taken together make up the key recommendations being made as an outcome of the development of this plan.

As you will see, each goal includes a description of the deliverable or outcome that is expected to be the result of meeting the goal. However, it should be noted that neither the goals, nor the desired deliverables are prescriptive, but rather they are expressed in a manner by which the exact design of each outcome is subject to the further work of those assigned responsibility for the deliverable.

The Town Manager and the Chief Technology Officer are ultimately responsible for the management and achievement of each of these goals, and therefore will plan to report results on a regular basis to both Town Department Heads and ITAC. Progress in regard to the implementation of this plan will be tracked in a tool which is based upon the KANBAN ( http://www.youtube.com/watch?v=R8dYLbJiTUE) method of task/project management.

 

Appendix A

Enterprise Systems Maintained by the Arlington IT Department

 

General Use System Name OS type Applications Used
Backup System bkup1 Windows Server ArcServe Backup System, NAS Storage
Cloud Backup DattoSirisBkup Datto cloud backup
Core Router, Switches, and Hubs Network Infrastructure 40 NW Devices that support internal and external Network Connectivity
Disaster Recovery Server munisbu Linux Red Hat Enterprise Linux 4 ICS disaster recovery
 

Domain controller, File Server, Print Server

 

 

dc01

 

 

Windows Server

Desktop Authority (login scripts that control drive mappings, proxies, and  printing)

FileMaker (School), File Server, Print Server, DNS Server

Email mailserver Windows Server MDaemon
Email Archiver Barracuda embedded OS Email Archiving Software
Firewall Appliance Instagate Firewall
Former Application Server webapps Linux Red Hat Enterprise WS Housed appcentral’s applications
General Server Arl-scm-bkup Windows Server Intranet, NAS Storage
GIS GIS Windows Server ESRI and PeopleForms
 

Linux  Development Workstation

 

steamboy

Linux Desktop/Server (CentOS) ICS, CSM, AMR, General Software Development and Test / 4th  Q Water Project  Test
Secondary Domain Controller, File Server, Print Server Ibm-2000 Windows Server File Server, Print Server, DNS Server, DHCP server. *Soon to be decommissioned
Threatwall Appliance Threatwall Esoft Threatwall Spam & Email Content  Filtering
 

Town Web Server

 

webrouter

 

Linux (CentOS)

http/https routing to payments, permits, etc. Single entry point from Internet to Town’s applications

 

Appendix B

Departmental Systems Maintained by the Arlington IT Department

  

General Use Department System Name OS type Applications Used
School Bus Routing, Anti-Virus Control School, IT Transfinder Windows Server School’s Bus Route Software, Anti-Virus software server (Sophos)
Assessor’s Server Assessors, Police, IT, GIS assessor Windows Server Patriot Properties AssessPro, GIS Uplink, XtraDuty (Police Details App)
BOH/Human Services,Human Resources Board of Health, Human Resources appcentral Linux (CentOS) food, fuel, moving wall, gic insurance compare
Clerk’s Voting App Workstation Clerk GEMS Laptop Windows Desktop GEMS Voting Tabulation & Reporting App
Financial Comptrollers, IT munis Windows Server Payroll, General Ledger, Accounts Payable, Budgets
Inspections Inspectional Services arlington_asses Windows Server Building permits and related applications
Indexer for Legal Document Manager Legal Worldox indexer Windows Server Worldox Indexer
Legal Server Legal legal Windows Server Worldox Document Management System, RiskVision
Community Safety Apps, File Police, Fire commsafety Windows Server Work in progress; consolidating community safety
DHQ Server (Police Information System) Police dev2 Windows Server Digital Headquarters
Police Application Server Police arlsql2000 Windows Server Cardinal TickeTrak, Traffic Stop Profiling
Recreation, AYCC Recreation, DPW rectrac Windows Server Rectrac, Pavement Management, Compulink (AYCC)
Recreation Web Server Recreation, Fire arlrecweb Windows Server Recreation Web Server, FireHouse Web
Treasurer’s Application Test Server

School’s Guardian Repository

 

School, Treasurer

 

gentest

 

Linux (CentOS)

 

Testing for ICS, Pre-Power School Grades Respository

 

 

Treasurer’s Application Server

 

 

Treasurer, GIS

 

 

ics

 

 

Linux (CentOS)

Integrated Collection (ics), Cash Management (csm), On-Line Bill Payments

COA intake system (historical reference only), Auxiliary uplink for GIS Information

Specialized Planet Press Workstation Treasurer, IT Barry-Oneil Windows Desktop Planet Press for ICS bill printing, IE used to send AP Check Reconciliations
 

 

 

Personal computing, daily activities

 

 

 

 

Various desktops

 

 

 

Software Installations

 

 

 

 

Windows Desktop

Microsoft Office, SecureCRT (linux terminal emulation),SecureFx (file transfer), Acrobat Professional, secure certificates for RBS wire transfers, Treasurer’s RMV (3270) Access, Engineering AutoCad, Pavement Management, Acronis Imaging software, Quickbooks, Client installations for Munis, QED WebPartner, RecTrac, TickeTrak, Sophos Anti- Virus
 

Automated Meter Reading Applications

 

 

Water

 

 

h2o_amr

 

Linux Red Hat Enterprise WS

Water Meter Configuration / Daily Reads Management Repository for town’s software source code revision management (CVS)
Inventory Control Water, DPW, GIS AssetManager Windows Server Wasp Barcode, Accumail, Fleetmax Inventory software (DPW/currently offline), GIS licenses

 

Appendix C Goals and Timeline

 

ID Goal Goal Details Timeline Responible Paties
 

 

1a

 

 

Define the role of the IT  Department

Collaborate with Town Manager, Dept. Heads, and ITAC Committee to create an IT Strategic Plan by providing technical guidance, process and policy recommendations, that allows the Town to manage the IT resource both centrally  and locally  

 

December 2013 –

January 2014

 

 

CTO, Town Manager, Deparment Heads

 

 

1b

 

 

Define the role of the IT  Department

Partner with core departments (DPW, Health and Human Services, Fire and Police) by defining culture shift created by the Stategic Plan and assist with supporting the culture shift within the departments  

January  2014 –

June 2016

CTO, Town Manager, Deparment Heads, IT Staff
 

 

1c

 

 

Define the role of the IT  Department

Continually evaluate effectiveness of the Town’s IT Strategic Plan by creating a vehicle for Department Heads to voice opinion and make recommendations to the Town Manager  to refine the plan through continuous improvement  

 

January  2014 –

June 2016

 

 

CTO, Town Manager, Deparment Heads

 

 

2a

Define relationship between the IT Department and other Town departments, the Information Technology Advisory Committee and the Capital Planning Committee.  

Work with department stakeholders to perform a departmental IT needs assessment that considers current utilization of technology and plans for future  acquisitions.

 

 

February  2014 –

April 2014

CTO, IT Staff,

Department Heads, Town Manager,  Systems Analyst

 

 

2b

Define relationship between the IT Department and other Town departments, the Information Technology Advisory Committee and the Capital Planning Committee. Clearly define the process through which enterprise and departmental IT decision making is aligned with organizational goals (Board of Selectmen and Town Manager).  

 

March 2014 –

June 2014

 

 

CTO, Department Heads, Town Manager

 

 

2c

Define relationship between the IT Department and other Town departments, the Information Technology Advisory Committee and the Capital Planning Committee. Work with department stakeholders to develop a process for departmental acquistion of both hardware and software. This process will be inclusive of the policy and financial guidance provided by the ITAC and the  CPC.  

 

March 2014 –

June 2014

CTO, Town Manager, Deputy Town Manager, Department Heads, CPC, ITAC
 

 

2d

Define relationship between the IT Department and other Town departments, the Information Technology Advisory Committee and the Capital Planning Committee. Work with members of ITAC and the CPC along with departmental  stakeholders to more clearly define ITAC’s  role in the decision making process for acquiring technology solutions.  

 

March 2014 –

June 2014

CTO, Town Manager, Deputy Town Manager, Department Heads, CPC, ITAC
 

 

2e

Define relationship between the IT Department and other Town departments, the Information Technology Advisory Committee and the Capital Planning Committee.  

Work with members of the CPC and departmental stakeholders to more clearly define the CPC’s role in the decision making process for acquiring technology solutions.

 

 

March 2014 –

June 2014

CTO, Town Manager, Deputy Town Manager, Department Heads, CPC, ITAC
 

 

3a

Create an enterprise wide culture that appreciates and understands the role that technology plays in a 21st century customer service based organization. Work with Human Resources, employee unions, and department stakeholders to clearly define our expected level of technology competency across departments for existing Town staff.  

 

July 2014 –

November 2014

 

CTO, HR Director, Department Heads, Town Manager

 

 

3b

Create an enterprise wide culture that appreciates and understands the role that technology plays in a 21st century customer service based organization. Work with Human Resources, employee unions, and department stakeholders to clearly define our expected level of technology competency across departments for potential Town staff.  

 

July 2014 –

November 2014

 

CTO, HR Director, Department Heads, Town Manager

 

ID Goal Goal Details Timeline Responible Paties
 

 

3c

Create an enterprise wide culture that appreciates and understands the role that technology plays in a 21st century customer service based organization.  

Develop a roadmap for the various office/productivity software applications to be used by all administrative personnel.

 

 

November 2014

– February  2015

 

CTO, HR Director, Department Heads, Town Manager

 

 

3d

Create an enterprise wide culture that appreciates and understands the role that technology plays in a 21st century customer service based organization. Develop a robust and regular training plan for all staff that utilizes an application as part of their job duties. Develop funding strategy to support this training plan and include funds in the HR  budget.  

 

November 2014

– February  2015

 

CTO, HR Director, Department Heads, Town Manager

 

 

4a

Develop and implement a work request system that will better manage the workload and expectations of the IT Department and Customers  

Review historical data to better understand trends and resource limitations while creating the definition of a project and a break fix scenario

 

 

January  2014 –

May 2014

 

 

CTO, IT Staff, Town Staff,

 

 

4b

Develop and implement a work request system that will better manage the workload and expectations of the IT Department and Customers Along with the Town Manager create a process that clearly defines what project work will be undertaken by the IT dept and its partners. Projects must match the Manager and Selectmens Strategic initiatives, and agreed upon by  Manager and Department Heads in  advance  

 

May 2014 –

August 2014

 

 

CTO, Town Manager, Department Heads

 

 

4c

Develop and implement a work request system that will better manage the workload and expectations of the IT Department and Customers Partner with Departments and the Town Manager to  establish service level agreements by looking at Municipal industry standards and defining categories of agreement that are consistent and clear  

 

August  2014 –

October 2014

 

 

CTO, Town Manager, Department Heads

 

 

4d

Develop and implement a work request system that will better manage the workload and expectations of the IT Department and Customers  

 

Create team to develop requirements for WAMS system and research products and tools used in the  industry

 

 

November 2014

– February  2015

 

 

CTO, IT Staff, Town Staff,

 

5a

Investigate how to locally support basic IT requests Identify an IT Assistant(s) in each department/ building/ office from within current staff January  2015 –

October 2015

CTO, HR Director, Department Heads, Town Staff
 

5b

Investigate how to locally support basic IT requests Train IT Assistant(s) on basic desktop computer troubleshooting January  2015 –

October 2015

CTO, HR Director, Department Heads, Town Staff
 

6a

Develop a strategy related to cloud based services, adoption, and implementation by staff  

Investigate cloud based storage options

January 2014 – Forward CTO, IT Staff, ITAC,

Systems Analyst

 

6b

Develop a strategy related to cloud based services, adoption, and implementation by staff Investigate cloud based productivity tools and applications, including an email system January 2014 – Forward CTO, IT Staff, ITAC,

Systems Analyst

 

6c

Develop a strategy related to cloud based services, adoption, and implementation by staff  

Conduct cost-benefit of cloud based solutions

January 2014 – Forward CTO, IT Staff, ITAC,

Systems Analyst

 

7

Conduct analysis of network infrastructure and future upgrade needs Provide detailed capital investment plan aligned with network upgrade needs January  2014 –

July 2014

 

CTO, IT Staff, ITAC

IT Strategic Plan Project Schedule

 ITmasterplan schedule image

 SEE ALSO:  https://assetstewardship.com/2014/08/03/top-10-tasks-for-cities-acquiring-software/

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see also:
https://assetstewardship.com/category/asset-type/cities-technology/

 

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