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Home My WebLink About5.a. Receive update on 2015 Information Technology (IT) Master Plan and preivew of plan for developing a new IT Master Plan Page 1 of 13 Item 5.a. CENTRAL SAN October 20, 2020 TO: ADMINISTRATION COMMITTEE FROM: JOHN HUIE, INFORMATION TECHNOLOGY MANAGER REVIEWED BY: PHILIPLEIBER, DIRECTOR OF FINANCE AND ADMINISTRATION ROGER S. BAILEY, GENERAL MANAGER SUBJECT: RECEIVE UPDATE ON 2015 INFORMATION TECHNOLOGY(IT) MASTER PLAN AND PREVIEW OF PLAN FOR DEVELOPING A NEW IT MASTER PLAN Attached is a presentation for the IT Master Plan update. The presentation reviews findings from the 2015 IT Master Plan and provides a current state assessment for several key areas. The presentation also outlines focus areas for an updated Technology Master Plan. That effort, to be conducted with the assistance of a consultant, will extend over the next year. Strategic Plan re-In GOAL ONE: Customer and Community Strategy 1—Deliver high-quality customer service GOAL FIVE: Infrastructure Reliability Strategy 3—Protect personnel and assets from threats and emergencies GOAL SIX: Innovation and Optimization Strategy 2—Improve and modernize operations through technology and efficiency measures ATTACHMENTS: 1. Presentation October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 14 of 30 Page 2 of 13 1 �I TECHNOLOGY MASTER PLAN UPDATE Administration Committee October 20, 2020 John Huie Information Technology Manager "w CENTRALSAN 1 WHERE WE CAME FROM • In January 2015, an IT Master Plan document was completed by NexLevel Information Technology, Inc. • Methodology • Stakeholder interviews • End-user surveys • Best-practice assessment • Planning and Prioritization workshop • Strategic Plan development kll�a, 2 CENTRALSAN 2 1 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 15 of 30 Page 3 of 13 WHERE WE CAME FROM • Best practices compliance areas measured in 2015: • Administration • Infrastructure • Security Pd.Best Practice Maturity Lo"I Cam lianoe F%h • Service Delivery 100 Value&sendee • Business Technology 90 Applications 86 70 Proactive • Technology Governance by Return on Investment 5D (ROI) 4U Reutive Current State =03G (as of 2015) 20 to k `` 2015 IT MASTER PLAN •Administration function areas of concern: • Components of IT infrastructure under control of other departments. • Inconsistent use of best practices. • Incomplete strategic vision of the use of Information Technology. 4 '1 4 2 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 16 of 30 Page 4 of 13 2015 IT MASTER PLAN •Administration function recommendations: • Reorganize IT structure and responsibilities to make them more effective. • Increase the number of permanent staff in IT Division. • Adopt best practices for vendor management. • Centralize all system administration functions into IT, including individuals allocated to SCADA and GIS functions. • Relocate IT staff into central location together. • Create new contemporary IT job titles for appropriate roles to meet District needs. 5 5 2020 ADMINISTRATION UPDATE • Added 5 permanent IT positions including a new IT Manager, to bring in additional skills and to provide adequate staffing levels to implement necessary improvements. • Reorganized IT Division into two primary functional units: • Applications • Infrastructure and Security • Spread helpdesk functions across both units and instilled customer support values in every employee. • Centralized all cell phone, computer hardware and software procurement responsibility into IT. • Improved coordination and relationships between IT, SCADA and GIS groups. • Moved IT staff into a common, secure work area in the Garden Level. 6 6 3 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 17 of 30 Page 5 of 13 2015 IT MASTER PLAN • Infrastructure areas of concern: • Unreliable infrastructure resulting in repeated outages. • Slow and unreliable network speeds. • Infrastructure recommendations: • Renovate IT infrastructure to improve reliability and speed. 7 CENTRALSAN 2020 INFRASTRUCTURE UPDATE • Replaced outdated network equipment in both Treatment Plant and Pump Stations and throughout Martinez and CSO. • Implemented Co-location facility in Rocklin, California to provide redundant off-site storage and computer resources. • Replicated servers replicated at CSO to provide failover capabilities, including network redundancy. • Eliminated physical email servers and migrated this functionality to the cloud. • Completed construction of new data center. • Implemented monitoring tools to proactively notify staff of network issues without waiting for calls to come in. • Performed Wi-Fi survey in all buildings and upgraded it to have modern coverage throughout buildings and parts of the plant. 8 '1 8 4 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 18 of 30 Page 6 of 13 2020 INFRASTRUCTURE UPDATE CONTINUED: • Expanded use of virtual server environment to improve flexibility in computing environment. • Rolled out mobile computing tablets to maintenance crews at CSO and at the plant, and to construction and source control inspectors. • Modernized conference rooms to enable advanced collaboration and to improve meeting efficiency. • Increased use of laptops to facilitate mobile workers and to facilitate work-from-home during COVID-19. • Stabilized network infrastructure by implementing best practice procedures for maintenance. • Increased network storage and provided "snaps"to recover lost files quickly without having to load tapes. • Standardized equipment types to simplify service requests. 9 I 9 2015 IT MASTER PLAN • Security concerns: • Weak cybersecurity. • Security recommendations: • Better define business continuity and disaster recovery requirements. 10 10 5 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 19 of 30 Page 7 of 13 2020 SECURITY UPDATE • Constant security awareness training effort for all staff including classes, demonstrations, articles in Lateral Connection and periodic phishing simulation exercises. • Cleaned up old usernames and permissions in many applications including network directory. • Implemented automated tools to block network attacks and alert staff via text messages. • Implemented software that requires staff working remotely to validate who they are prior to accessing the network(two-factor authentication). • Conduct at least two outside security audits per year, including at least one advanced penetration test. • Incorporated Mobile device tools that enable location tracking of all tablets and phones, and to remotely wipe them if they are stolen or lost. 11 _ 11 2020 SECURITY UPDATE CONTINUED: • Improved physical access security to data center, technology storage areas and IT work areas. • Rolled out tools to keep servers,workstations and software applications current and patched to the most secure level. • Enrolled in MS-ISAC Security Association. • Enabled file monitoring tools that allow tracking of who deletes or moves network files, and to alert suspicious activity. • Turned on tracking to send an alert if private social security numbers or credit card numbers are sent from the network. • Utilize encryption on all laptops used in the field. • Provide email encryption capabilities. • Implemented a tool to block malware before it enters the network as Implemented as to provide PC-level endpoint protection. • Provide quarterly written IT Security Reports. 12 .......... 12 6 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 20 of 30 Page 8 of 13 2015 IT MASTER PLAN • Service Delivery concerns: • Tech staff not fully trained to handle responsibilities. • Functional responsibilities with IT not clearly defined. • Organization structure inhibits customer support. • Staff inadequately trained to back each other up. • IT focus primarily on infrastructure—not staffed to provide guidance on technology policy&opportunities. • Lack of transparency on status of projects and user requests for help. •J,.No good training capabilities and facilities for end users. 13 13 2015 IT MASTER PLAN • Service Delivery recommendations: • Adopt best practices for service delivery. • Provide IT support outside prime shift hours. • Create IT knowledge-base and documentation for all IT projects. • Adopt change management processes. • Provide tools to enable greater transparency into IT service delivery. • Provide project management training to Project Managers. 14 14 7 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 21 of 30 Page 9 of 13 2020 SERVICE DELIVERY UPDATE • Implemented best-practices for government IT agencies required to meet stringent MISAC Excellence Award standards. • Created SOPS to ensure preparedness for disaster recovery, etc. • Implemented 24/7 standby staff availability for off-hours calls. • Built cloud-based SharePoint repositories to ensure that IT documentation is available to all IT staff. • Improved communication regarding technology changes. • Implemented helpdesk tools to ensure that all tickets are followed up and completed to user satisfaction and gives an opportunity for user feedback. • Trained staff on customer service, communication skills and project management skills(Communicator of the Year). L nsure responsiveness to all requests whether it's adds, moves or hanges, or more complicated requests for new systems. taff has been cross-trained to back each other up as needed. . 15 15 2015 IT MASTER PLAN • Business Technology Applications concerns: • Dated application portfolio (SunGard,Accela, MainSaver). • Inconsistent adoption of enterprise applications. • Apart from SunGard, IT not supporting other applications. • Business Technology Applications recommendations: • Update and modernize the business software suite. • Replace SunGard,Accela and MainSaver. • Take advantage of automated workflow tools. • Review all software and hardware agreements. 16 - �: 16 8 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 22 of 30 Page 10 of 13 2020 APPLICATION UPDATE • Replaced Accela and MainSaver with CityWorks asset management system including mobile access. • Nearing completion of Oracle ERP system to replace SunGard HTE ERP. • IT Staff is now first-line support on most major software applications. • Using automated workflow tools in many applications to automate business processes. • Improved GIS and GeoPortal, integrated more fully with CityWorks and created new dashboards. • Implemented Office 365 Microsoft Suite. • Trained staff on advanced reporting tools and developed more useful reports in many areas. 17 17 2020 APPLICATION UPDATE • Increased usage of LaserFiche document management system. • Implemented IT Pipes for video recording and archiving pipe inspections. • Rolled out various regulatory tools to assist HR such as ACA, Benefits and Life insurance. • Created new Internet and Intranet sites. • In process of implementing Oracle Permitting. • Automated timekeeping and leave requests. • Took over upgrade and support responsibility for most software. • Implemented automatic vehicle location tracking. 18 18 9 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 23 of 30 Page 11 of 13 2015 IT MASTER PLAN • Technology Governance concerns: • Ad-hoc approach to IT governance. • Absence of dialog between IT and user community. • Technology Governance recommendations: • Foster communication and collaboration between IT and stakeholder departments. • Implement formal governance process. • Establish IT Advisory Committee for governance. 19 CENTRALSAN 2020 GOVERNANCE UPDATE • Formed cross-functional IT Leadership Committee that meets monthly to discuss technology initiatives. • Hold monthly technology initiative discussions with GM and Department Directors. • Hold regular meetings between IT Manager and key staff to hear their needs and ensure that IT is aligned with business and operational needs. • Formed Smart Utility Steering Committee. bkb�, 20 CENTRALSAN 20 10 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 24 of 30 Page 12 of 13 UPCOMING TECHNOLOGY MASTER PLAN FOCUS AREAS • Keep Central San at the forefront of innovation by leveraging technology and ensuring that it is used effectively to reduce risks and improve efficiency. • Plan for both business and O&M needs — Engineering background is a requirement. • Develop framework for bringing in new technology in smart ways. • Create platform to integrate and unify information management. Support Smart Utility Initiatives. 21 1 UPCOMING TECHNOLOGY MASTER PLAN FOCUS AREAS •Transform data into actionable information. • Learn how to deal with pop-up projects. • Provide for proper security, business continuity and disaster recovery scenarios. •Tie-in to Central San Strategic Plan. 22 '1 CENTRALSAN 22 11 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 25 of 30 Page 13 of 13 UPCOMING TECHNOLOGY MASTER PLAN FOCUS AREAS • Inventory, ranking and high-level planning of project opportunities including: • Business Intelligence &Analytics • SCADA roadmap • Enterprise Asset Management(EAM)—Asset reliability, condition and health monitoring • Electronic Document Management • Enterprise systems and architecture • GIS roadmap • BIM/CAD standards development • Unification tools to ensure sustainability 23 QUESTIONS? CENTRALSAN 24 12 October 20, 2020 Special ADMIN Committee Meeting Agenda Packet- Page 26 of 30