Strategic Plan

Overview

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Goal 1: Service Excellence

Improve and simplify the end-user experience with OTech.
Strategy & Objectives
and holding a mobile device and accessing Web tools

Goal 2: Employee Investment

Develop and implement strategies to attract, retain, and support the current and next generation workforce.
Strategy & Objectives
Planning for employees

Goal 3: Financial Viability

Offer the best value to our customers.
Strategy & Objectives
Shaking hands

Goal 4: Innovation and Process Improvement

OTech will optimize business processes and provide strategic, sustainable solutions using emerging technologies which align with the business goals and deliver both short and long-term value for OTech staff and customers.
Strategy & Objectives
Person using a tablet device

Goal 5: Information Security and Services Resiliency

OTech will protect the confidentiality, integrity, and availability of customer information and comply with all federal and state policies.
Strategy & Objectives
Information security strategy

Goal 6: Statewide Leadership

Provide statewide IT leadership.
Strategy & Objectives
California state capitol building and state flag

Goal 7: OTech Program Development

Develop and Implement a holistic system for OTech processes and programs to move up the maturity path to a strategic or service oriented entity.
Strategy & Objectives
tablet device showing global networking
 
 

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Goal 1: SERVICE EXCELLENCE

hand holding a mobile device and accessing Web tools Improve and simplify the end-user experience with OTech.

Strategy: OTech will collaborate with customers and vendors to deliver services and solutions that support customer business needs and meet their expectations.

Objectives

  • 1.1 Define all services offered by OTech
  • 1.2 Establish metrics that will be used to measure the level of service for each standard service offering, establish tools and methods to determine performance against established service level objectives
  • 1.3 Develop standards and processes that support consistent service delivery
  • 1.4 Make customer information readily available by establishing a central repository of comprehensive knowledge about customers and the services that they purchase from OTech
  • 1.5 Establish a comprehensive social media strategy for OTech
  • 1.6 Cultivate and strengthen existing customer and vendor relationships and develop new partnerships necessary for successful service delivery
  • 1.7 Develop programs to facilitate outreach and information sharing with customers
  • 1.8 Develop mitigation strategies and standard protocols for recommendations made by outside independent assessments and/or internal evaluations, to improve service availability and quality

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Goal 2: Employee Investment

Planning for employees Develop and implement strategies to attract, retain, and support the current and next generation workforce.

Strategy: OTech will leverage technology, educational opportunities, and individual professional growth to improve employee productivity, effectiveness, and satisfaction.

Objectives

  • 2.1 Build and support an organizational culture that attracts, inspires and keeps talent that is interested in making government a career, not just a job
  • 2.2 Identify activities that define customer service and develop concepts to improve the overall service culture
  • 2.3 Develop and implement customer service expectations
  • 2.4 Develop desk manuals and training manuals
  • 2.5 Implement succession planning strategies
  • 2.6 Implement organizational development strategies that will positively impact the work environment
  • 2.7 Explore alternative methods of recruitment to target a larger candidate base
  • 2.8 Evolve OTech work environment to align with the work habits of a multi-generation workforce

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Goal 3: Financial Viability

Shaking hands Offer the best value to our customers.

Strategy: OTech will reduce operating expenses and better align our rates with the cost to deliver products and services.

Objectives

  • 3.1 Lower costs while maintaining service quality
  • 3.2 Align rates with the service technology lifecycle
  • 3.3 Enhance financial planning and forecasting methodology
  • 3.4 Standardize architecture and technology to achieve financial efficiencies
  • 3.5 Enhance CGEN Services
  • 3.6 Transform from component-based to usage-based measurements where appropriate
  • 3.7 Explore usage based procurement models that reduces capital expenditures for items such as servers, storage, network devices, etc

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Goal 4: Innovation & Process Improvement

Person using a tablet device OTech will optimize business processes and provide strategic, sustainable solutions using emerging technologies which align with the business goals and deliver both short and long-term value for OTech staff and customers.

Strategy: OTech will adopt service management best practices to standardize and streamline internal and external processes; eliminate process redundancies and ensure processes are repeatable, measurable, and reportable.

Objectives

  • 4.1 Upgrade mission critical hardware and software platforms to industry standards
  • 4.2 Modernize OTech legacy systems
  • 4.3 Standardize and consolidate internal processes
  • 4.4 Integrate performance measures into business processes
  • 4.5 Adopt, or expand as appropriate, cloud-based software, platform, and infrastructure services
  • 4.6 Virtualize existing server and desktop environments to drive cost-effective and efficient operations and improve service delivery
  • 4.7 Assist OTech’s customers to make key program services mobile-ready
  • 4.8 Align infrastructure refresh and growth with business needs, service levels, and technology lifecycles
  • 4.9 Implement processes and controls based on industry-defined best practices that have been proven in practice as defined by the ITIL
  • 4.10 Optimize shared technology components including mainframe computers, email systems, servers, vendor platforms, storage, help desks, applications, and networks to reduce initial purchase and ongoing maintenance costs, ensure better use of existing IT assets, and promote interoperability
  • 4.11 Plan for and manage energy consumption as a critical component of reliable, efficient, and cost effective data center operation
  • 4.12 Include considerations for power consumption in decisions on standard architecture and service solutions
  • 4.13 Leverage progress made to date in reducing service outages and customer downtime, and take necessary measures to eliminate single points of failure
  • 4.14 Complete ongoing projects (server, network, and e-mail consolidation)
  • 4.15 Expand the use of fiber infrastructure in situations where it supports business goals
  • 4.16 Establish a framework to test and evaluate new technologies in order to develop new services and enhance existing services

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Goal 5: Information Security and Services Resiliency

Information security strategy OTech will protect the confidentiality, integrity, and availability of customer information and comply with all federal and state policies.

Strategy: OTech will continue to add security and disaster recovery related services to respond to new and emerging security threats.

Objectives

  • 5.1 Develop measures to determine whether OTech is meeting compliance and security standards
  • 5.2 Include a disaster recovery capability in all services provided by OTech
  • 5.3 Enhance the operational recovery capabilities of services to ensure that sufficient redundancy and fault tolerance exists to meet customer needs for service continuity
  • 5.4 Enhance incident reporting and tracking by developing and implementing an Asset Management System
  • 5.5 Develop a quarterly OTech and security report template
  • 5.6 Secure and protect OTech and customer IT assets
  • 5.7 Enhance the working relationships of OTech with each customer in regards to information security issues
  • 5.8 Develop and maintain partnerships with internal and external organizations to reduce and prevent security related incidents
  • 5.9 Identify gaps and enhance core security management for event correlation and notification
  • 5.10 Propose innovative technologies, applications and platforms for security standards, and promote the business case for investment in information security resources
  • 5.11 Develop a regular forum for security education and awareness
  • 5.12 Review and enhance the protocol for IT forensics and investigation
  • 5.13 Identify outdated applications and patches used by customers to reduce the risk to the OTech environment
  • 5.14 Incorporate Security Management Branch into the project management process, to minimize project risk and reduce cost
  • 5.15 Examine security functions and services for core voice communication platforms
  • 5.16 Establish a functional group of network engineers focused on security issues and improvements

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Goal 6: Statewide Leadership

California state capitol building and state flag Provide statewide IT leadership.

Strategy: OTech will provide technology leadership by implementing standards and best practices to promote the responsible and effective use of IT resources.

Objectives

  • 6.1 Position the State for the efficient adoption of new technologies
  • 6.2 Implement enterprise architectural standards
  • 6.3 Be the technology voice on statewide and federal issues for the State
  • 6.4 Adopt business practices that reduce the use of consumable resources


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Goal 7: OTech Program Development

tablet device showing global networking Develop and Implement a holistic system for OTech processes and programs to move up the maturity path to a strategic or service oriented entity.

Strategy: Develop performance measures to assess OTech's organizational structure, facilities, operations (including business interface), hardware and software capabilities, (e.g. servers. storage, networks, applications and tools), governance, (e.g. IT organization, management, and IT processes), and staff for maturity based on efficiency, availability and flexibility.

Objectives

  • 7.1 Maximize capacity and availability by optimizing the server, storage, network and facilities assets
  • 7.2 Support business needs by designing an agile and responsive service delivery model
  • 7.3 Improve service levels and availability by using automation tools
  • 7.4 Develop a plan that aligns with the business goals and keeping it current

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Contact Us

Service.Desk@State.ca.gov

(916) 464-4311

P.O. Box 1810
Rancho Cordova, CA
95741-1810