Office of Technology Information Systems Strategic Plan - FY 2022-FY 2025 - New ...
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FY 2022—FY 2025
Office of Technology
Information Systems
Strategic Plan
May 2021
Table of Contents
Executive Summary . . . . . . . . 3
Office of Technology &
Administrative Services . . . . . 4
Mission and Vision . . . . . . . . . 5
Accomplishments . . . . . . . . . . 6
Strategic Goal #1 . . . . . . . . . . 7
Customer-centric access that provides useful,
intuitive, web/public facing systems.
Strategic Goal #2 . . . . . . . . . . 9
Ensure reliable, secure, and resilient
services to all users of Information
Systems.
Strategic Goal #3 . . . . . . . . . . 11
Provide innovative enterprise solutions
that are current, sustainable, cost-
effective, and functionally sound.
Strategic Goal #4 . . . . . . . . . . 13
Ensure a skilled/valued Information
Systems workforce that is beneficial and
cost-effective to the county.
Strategic Goal #5 . . . . . . . . . . 14
Data Governance.
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IS Strategic Plan
New Castle County, Delaware
Executive Summary
Executive Summary
Technology plays a critical role in delivering the services and information the citizens of New
Castle County use each and every day. In New Castle County we have unique opportunities to
shape our future with focused and direct use of state-of-the-art technology. These
opportunities will be useful in addressing increased citizen demand for services while making
government more efficient and transparent.
The Office of Technology and Administrative Services (OTAS) is a dynamic organization. The
OTAS Information Systems (IS) Office is responsible for Project Management, Application
Support, Web Development, Vendor Management, Database Management, Network
Administration, Desktop Support, Telecommunication Support, and Customer Service. To meet
these responsibilities, OTAS believes that a highly coordinated approach to planning,
governance, and management of digital services delivers the most significant impact for
aligning the County's priorities to improve the citizen, business, and employee experience with
County government.
Developing the Information Systems strategic plan was a partnership. The strategies
presented in this plan are built from collaboration and consensus among Information
Technology professionals and agency leaders in state and local governments. The strategic
goals are purposely written at a level that allows for growth as technology and customer needs
evolve. As needs change and priorities are adjusted, the plan will be adjusted accordingly to
ensure the best possible service to New Castle County's citizens and customers.
The information contained in this strategic plan reflects the work underway at the time of
its creation. This plan is a living document. The information contained in this plan will
evolve as the community, government, business needs, and priorities change or dictate.
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IS Strategic Plan
New Castle County, Delaware
Office of Technology & Administrative Services
The dual role of OTAS which consists of Information Technology and Administrative Services
was established in 2019 and designed to make Information Systems (IS) a stakeholder and
executive cabinet member. Doing so has allowed IS to participate in executive discussions,
contribute insights, and help develop the strategic direction for the County. IS leadership is
well positioned to establish a policy framework for technology advancement with a digital
transformation roadmap that aligns with the County Executive's vision for the upcoming four-
year term.
Information Technology: Cybersecurity, Cloud Computing Services, Project Management,
Organizational Change Management, Business Analysis, Application Development, Enterprise
Content Management, Web Content Development, SaaS/IaaS Vendor Management, Database
Management, Network Administration, Desktop Support, Telecommunications and Customer
Service.
Administrative Services: Procurement Management, Contract Management, Small Business
Development Program, Purchasing Review, Reporting & Surplus Administration, Records
Management, County Document Reproduction, Mail Security, Processing, and Delivery.
Michael Hojnicki, Matthew Meyer, Vanessa Phillips, Jon Yearly, Greg, Andries, Judy Appleton-
Roney, Sande Bowden, Robert Crisco, Vijay Danthuluri, Brian Donovan, Jim Erisman, Jackie
Griffin, George Hantzandreou, Sudha Jampana, Jason Lilley, Charles Lockwood, Fred Massie,
Sam Montgomery, Derek Patrick, Joshua Pedicone, Hayat Rabbani, Mark Schubert, Kamlesh
Sheth, Stacey Sowers, Brad Stickels, Adrienne Thompson, Steve Weidner and Pete Wiggins.
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IS Strategic Plan
New Castle County, Delaware
Mission and Vision
Mission Statement
The Office of Technology and
Administrative Services’
mission is to deliver a secure
infrastructure with cloud-
hosted solutions providing
best practices for County
operations and the citizens it
serves. This includes
strategies to modernize
information systems, public
records management, and
procurement practices.
Vision Statement
The vision is to advance data-
driven capabilities, expand
transparency, enable
innovation, and deliver digital
services to improve customer
experiences.
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IS Strategic Plan
New Castle County, Delaware
Accomplishments
The Information Systems Office constantly exercises innovation and partnership with a goal to
improve government services and address inequities. Demonstrating positive progress and
measurable improvement, Information Systems, along with multi-departmental and
jurisdictional collaboration, has achieved the following accomplishments in Fiscal Year 2021:
• The OTAS Information Systems team ranked eighth for
best technology practices among U.S. counties, in the
500,000—999,999 population
category, by the Center for
Digital Government (CDG) and
the National Association of
Counties (NACo).
• OTAS completed the detailed
business requirements and
request for proposal for the
future Land Use enterprise • Information
system. Systems team
successfully
transitioned New
Castle County
operations from on-site
to remote operations
• OTAS, along with the Office of
during the coronavirus
Finance, successfully implemented
pandemic.
a new Countywide Financial
Management System.
• A vendor self-service portal was successfully implemented, along
with maintaining the bid process during the pandemic.
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IS Strategic Plan
New Castle County, Delaware
Strategic Goal #1
Strategic Goal #1: Customer-centric access that provides useful,
intuitive, web/public facing systems.
A top priority voiced by the County Executive was to "upgrade our communication
and information tools and adopt an enterprise approach to transforming
infrastructure to the 21st century". In support of that charge, the enterprise
transformation program continually improves physical infrastructure,
cybersecurity, and applications that drive core citizen services.
To support social impact, transparency, and efficiency, Information Systems has
enabled live streaming and connections to the County cable-TV station, NCCTV.
This functionality allows prominent influencers to record community outreach
segments with the County Executive, in turn connecting with citizens and
conveying useful community information.
Among other efforts, to fulfill the promise of 'transparency and honesty,'
Information Systems implemented an Open Checkbook on the New Castle County
Delaware website (checkbook.nccde.org) and continues quarterly extractions to
maintain current data.
FOCUS 1.1
Improve citizen communications and services
A. Provide innovative solutions that further support the Administration's vision
of open government and transparency of public data.
B. Provide interactive online systems that deliver convenient methods of
payment and ways to contact the government more efficiently.
C. Replace institutional public-facing applications with intuitive solutions that
make the user experience more productive and less confusing.
D. Enlist the use of social media to broaden citizen delivery channels.
E. Engage all demographics from all county residential areas when collecting
feedback to ensure awareness of needs and interests.
F. Implement digital signage in public areas to increase citizen awareness of
services provided by the County administration.
G. Establish a "User Experience" web developer position to make the public-
facing web experience more beneficial for the user.
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IS Strategic Plan
New Castle County, Delaware
Strategic Goal #1: Customer-centric access that provides useful,
intuitive, web/public facing systems.
FOCUS 1.2
Improve business relations and services
Strategic Goal #1
A. Enhance vendor outreach regarding the NCC vendor online procurement
Portal to ensure inclusion of diverse suppliers.
B. Expand the Vendor Online Procurement Portal to allow business the ability
to manage their profile, upload documents, maintain banking information,
review purchase orders and invoices, and respond to bid opportunities.
C. Enhance mobile and digital services that engage individual businesses.
https://www.instagram.com/nccde/
https://twitter.com/nccde
https://www.facebook.com/nccde
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IS Strategic Plan
New Castle County, Delaware
Strategic Goal #2
Strategic Goal #2—Ensure reliable, secure, and resilient services to
all users of Information Systems.
The goal of security, resilience, and related disaster recovery is always maturing
because the nature of responding to unforeseen emergency events requires agility
and the readjustment of tactical measures for immediate needs while planning
strategies to mitigate looming threats.
Currently, the security focus of Information Systems can be summed up by saying
it is the protection of County information against internal and external threats. An
additional focus is the ability to recover and maintain continuous operations during
disasters or crisis. Toward this, key Information Technology cybersecurity staff
meet regularly to evaluate New Castle County (NCC) defenses and resiliency.
FOCUS 2.1
Ensure cybersecurity is addressed at all levels of services, from
education and citizen end-users to reviewing vendor engagements.
A. Ensure all interactions and systems implemented will be designed to assure
security is understood and all risks are mitigated.
B. Using emerging tools, implement a multi-layer, multi-vendor cybersecurity
system that includes external intrusion detection tools for networks and
information security.
C. Leverage information from the Multi-State Information Sharing & Analysis
Center (MS-ISAC) and actively participate as a member of the Delaware
Cybersecurity Advisory Council (DCSAC).
D. Routinely meet with vendor partners to re-evaluate configurations and
retest defenses.
E. Implement cybersecurity efforts such as Cybersecurity Insurance,
Cybersecurity Response Plan, and Security Info. & Event Mgmt. (SIEM).
F. Provide a secure telework platform that allows team members to connect
using a secure VPN connection when outside the NCC offices.
G. Ensure all employees will take cybersecurity training and agree to support
technology defenses with basic behavioral changes.
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IS Strategic Plan
New Castle County, Delaware
Strategic Goal #2—Ensure reliable, secure, and resilient services to
all users of Information Systems.
Strategic Goal #2
FOCUS 2.2
Ensure leadership is aware of all security risks and the need to
improve County security.
A. Brief County Executives, Cabinet Members, and County Council on all
aspects of security, ranging from threats to actions being taken, to ensure
a secure platform for the County.
B. Address the complexities of "Security" by providing services that balance
security with a department's ability to effectively meet its mission and
goals.
C. When IS learns of increased cybersecurity risks, the Chief Technology
Officer informs the Executive Cabinet and County Council about the threat
landscape and options to mitigate risks so they can jointly agree on
actions to modify cyber defenses.
FOCUS 2.3
Ensure sound and complete disaster recovery solutions.
A. Continue to focus on disaster recovery testing to ensure quick and secure
recovery times.
B. Continue moving the County's data to cloud solutions.
C. Develop cloud backup/hybrid solution to protect County data.
D. Update Continuity of Operations Plan (COOP) with knowledge and
experiences learned from the coronavirus pandemic.
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IS Strategic Plan
New Castle County, DelawareStrategic Goal #3
Strategic Goal #3—Provide innovative enterprise solutions that are
current, cost-effective, sustainable, and functionally sound.
The Information Systems vision is to provide a digital experience through agile
government services. To support that, the technology group views itself as a
strategic partner with all entities and efforts it engages.
Information Systems continues to routinely explore innovation by leveraging
Gartner services and their publications/technology news to understand what is
trending and effective. An example of this is Serverless Architecture to reduce
overhead costs, in-house maintenance, and improved disaster recovery.
To ensure sustainable and cost-effective solutions, Information Technology
continually focuses on energy conservation, environmental management, and
modernization.
FOCUS 3.1
Right-sizing Information Technology management and solutions so
they are efficient and productive yet cost-effective.
A. Review major applications to ensure that the owner process and data utilize
the right tool eliminating duplication across different areas and ensuring
that integration across systems is seamless and more efficient than today.
B. Replace the PeopleSoft ERP with the Tyler Human Capital Management.
C. Perform as a change agent by creating Information Systems policies
governing change management and the adoption of new technology.
D. Develop relationships with State and local governments to gain efficiencies
and identify best practices.
E. Leverage Tyler Munis Vendor-Self-Service to improve procurement
practices.
F. Continue transitioning to cloud services shifting from a CAPEX to OPEX
model allowing for budgeted expenses to be reinvested in the expansion of
digital services.
G. Continue the practice of reviewing contract renewals for goods, services,
and licenses to uncover opportunities to increase services, lower costs, or
both.
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IS Strategic Plan
New Castle County, DelawareStrategic Goal #3—Provide innovative enterprise solutions that are
current, cost-effective, sustainable, and functionally sound.
Strategic Goal #3
FOCUS 3.2
Provide innovative solutions that are both functional and effective.
A. Identify and implement Predictive Analytics tools for the purpose of applying
Artificial Intelligence (AI) technology to core County systems.
B. Design all future public-facing digital experiences with input from internal
and external users to ensure the solution's functionality and efficacy.
C. Ensure a consistent look and feel across different service channels to assure
standardized customer touchpoints.
D. Collaborate with Gartner using Gartner Analyst Service's insights to learn
industry best practices when evaluating new tools and vendor offerings.
E. Measure Information Technology investments against industry best
practices, existing Information Technology solutions, and solutions used by
other state and local governments.
FOCUS 3.3
Maintain Consistency, Sustainability, and Modernization.
A. Allow for more convenient modern payment systems.
B. Assist business areas that influence website changes by updating their
content.
C. Design digital service channels from the perspective of the customer to
achieve a consistent Customer experience versus traditional customer
service from a department perspective.
D. Use citizen surveys, focus groups, public meetings, and online polling to
collect community feedback and preferences.
E. Continue migration of on-premise solutions to cloud-hosted, vendor-
managed solutions.
F. Continue replacing personal and network printers, scanners, and area fax
machines with an enterprise-wide solution.
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IS Strategic Plan
New Castle County, DelawareStrategic Goal #4
Strategic Goal #4—Ensure a skilled/valued Information Systems
workforce that is beneficial and cost-effective to the County.
Information Technology has been and continues to be a dynamic industry that
continually changes in order to improve and offer more varied ways to provide
information and services. Information Technology is also an industry supported by
talented individuals who are highly motivated, and as part of their nature,
frequently look to be challenged.
Furthermore, resources in the Information Technology (IT) industry are highly
sought after. All of which dictate that the organization continually challenges
individuals by keeping them engaged with current technology and assign focused
efforts that lie within their realm of expertise. A key measurement for IT's success,
in this area, has been the high retention of long-term employees.
FOCUS 4.1
Enable staff’s innovation to help bring ideas to life through
technology.
A. Reorganize staff to maximize talent, align workforce with the Information
Technology Strategic Plan, Information Technology solutions, and County
departmental goals/projects.
B. Diverge from the "silo" mindset of the past to a more collaborative model.
C. Administer a career development plan that staff self-administer to identify
their areas of interest and career goals.
D. Replace desktop stations with laptops and docking stations enabling built-in
workstation mobility, thus providing greater flexibility for telework.
FOCUS 4.2
Build an internal workforce of the future.
A. Hire, retain, improve and empower competent Information Technology
personnel.
B. Develop training, facilitate certifications and career development for FTE
staff and identify gaps in expertise / new technology.
C. Define NCC’s future Information Technology needs so to stabilize and
strengthen core resources.
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IS Strategic Plan
New Castle County, DelawareData
Governance
Strategic Goal #5
Strategic Goal #5—Data Governance.
Information Systems firmly believes that data tells the story and information
builds trust. All of which helps people put faith in what you say when you say it
consistently over time.
In line with this belief, the County develops data-driven strategies at executive
cabinet meetings where business problems are raised, and members of the cabinet
collaborate to prioritize initiatives and establish a path forward.
It is the intent of Information Systems to provide a unified view of County finances
and Human Resources (HR) data, allowing for improved resource management via
an executive insight dashboard. This unified view will enable better forecasting,
budgeting, and "what if" analysis. Additionally, it will allow for greater open data to
the public, supporting the promise of "transparency and honesty."
FOCUS 5.1
Improve Data Governance and Data Transparency.
A. Tightly integrate the Tyler HR and financial systems for budgetary controls,
position management, and financial information.
B. Provide an enterprise Customer Relationship Management solution to allow
NCC to better engage and interact with its customers.
C. Provide leadership with an executive dashboard to help understand the
County's financial standing, and the HR aspects of effecting departments.
D. Work with contacts from state and local governments to discover innovative
ways to use data for predictive analysis and make informed decisions.
E. Retire legacy systems, reduce multiple platforms, and define enterprise
master data.
F. Implement modern data origination systems that have data governance out
of the box.
G. Establish Information Technology policies to shift data ownership to the
business and restrict Information Technology to a data steward role.
H. Develop enterprise data management policies and procedures to increase
opportunities for open data, predictive analytics, and AI capabilities that can
only be achieved with reliable data.
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IS Strategic Plan
New Castle County, DelawareBecks Pond
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