1. Enterprise Solutions
Insights on Fostering Innovation from the Frontlines of Municipal Service Delivery
Faisal Shaheen, PhD, MBA
Manager, City of Toronto
August 20th, 2018
IPAC Annual Conference
Hilton, Quebec CIty

2. Overview The Enterprise Argument & Conventional Wisdom
A sample workflow from the ‘city ecosystem’ of IT applications
Cultivating Innovation - Insights and Lessons Learned
Requirements Gathering and Validation: IT meeting Business Need
Strategy and Timelines: Logical Work Packages and Phases
Detailed Engagement and OCM: Multi disciplinary engagement
Documentation & Disciplines: Nest SME owned processes in IT architecture
Controlled Pilots: Incubators of Leading Edge Applications?

3. Enterprise Solutions & Conventional Wisdom
Technology infused ‘NPM’ Thinking
Scale up solutions into larger, big data generating systems within the cloud
Changes in Managing Technology
Replace legacy systems and reduce the overall technology footprint
Move away from customized solutions to integration ready ‘COTS’ solutions
Responding to Operational Needs
Improve customer service and resource management
Improve information flow and responsiveness to public
Improve planning and scheduling should drive more proactive work
Mobilize sufficient coverage for reactive work/emergencies
Increase informed Decision Making and Budgeting
Obtain real time costing of resource utilization

4. Managing Work Flows (Data Flow)
311
GIS
OAR
CMS MM

5. Cultivating Innovation: Critical Decisions
Balance capability and capacity
In house vs. Out source?
Portfolio management vs. dedicated teams?
Develop teams across disciplines and divisions
IT Architecture and Frameworks must have meaning to both IT and business
Define work packages and contracts
Differentiate between software provider and implementer
Optimize technology to meet end user needs, with a visible horizon line
Staff development and resource knowledge transfer

6. 1: Requirements Gathering & Validation
This is where the business needs (pain points, opportunities for improvement and knowledge retention are framed within the IT process documentation

7. 2: Strategy & Timelines
Phase I
Phase II
Phase III
Operating Division
Sections and Business Units
Systems
IT Applications
Common Integrations
Lagan (311)
SAP HR/Payroll/TA
GCC and OAR
SAP reference data sync
Design for Purchasing, Materials and Financial Management
Notification service and SMS
SAP MM – Purchasing
SAP MM – Materials Management
SAP AP/AR/FICO – Financial Management
M5 – Fleet Vehicle booking/availability
Notification service text-to-speech
Critical to show how shared services based IT systems are moving with the business

8. 3: Detail Engagement & Change Management
Phase I
Phase II
Phase III
TW Sections & Units
Migration
Data migration begins
Asset Management
WMACS integration
WMP Mobile Device Server integration
District Operations - Transportation ROW permit integration
Business Operations Management Labs - LIMS integration
Full migration from Avantis
Migration/implementation of PCS, POMS, MHM, ETMS integration
Integrations
311
SAP shared services
GCC and OAR
SAP reference data
Procurement
Materials Management
Purchasing
Financial Management DC
WSP 10 40
50+
WWT
ALL 40
160
150+ DC 79
200
150+
WIM 4 16
20+
CTS
AMR 63
120
100+ DC
DOS 40
120
160+
CTS 18 50
60+
WTS HL 10 40
50+
WTS
ALL 40
160
150+
Use the section artefacts to determine readiness

9. 4: Documentation & Interdisciplinary Needs
Political
Administrative
System
Coding and Configuration
Governance
Structure
(External)
Program Risks
Internal Communications
Meeting
Agendas
Standard Operating Procedures
Program
Scope
Governance
Structure
(Internal)
Project
Scope
Meeting Minutes
External Communications
Program
Charter
Project Charter
Project Risks
Data Governance
Business Requirements (artefacts, process flows, use cases, pain points, RACI matrices, site workshops)
Statement of Work
Where do we spend most of our time?

10. 5: Controlled Pilots & Incubators
Interim Solutions, while you wait
Develop ‘Proof of Concepts’ focussed on a narrow set of requirements
Manage ‘Pilot Deployments’ through short term trial licenses
These focussed ‘Test sites’ help to sequence effective innovation
Engage People, Develop Processes and then Introduce Technology
Examples
Mobile solutions for inspections
Drone based applications for assessments
GIS based mapping for critical assets

11. Thank You Questions, Comments, Criticisms