Strategic Plan

Overview (skip to Strategies and Objectives)

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Goal 1 Customer Satisfaction
Deliver the best service experience in California State Government.

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

• Objective 1.1
  • Ensure that services are continuously operational.
• Objective 1.2
  • Align service levels with customer requirements.
• Objective 1.3
  • Partner with customers and vendors to implement customer IT solutions.
• Objective 1.4
  • Provide self-service access to the OTech.
• Objective 1.5
  • Improve customer care.

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Goal 2 Employee Investment
Invest in our employees to create value for our customers.

Strategy: The OTech will provide staff the knowledge and tools needed to excel.

• Objective 2.1
  • Recruit, retain, and develop a highly skilled workforce.
• Objective 2.2
  • Implement succession strategies.
• Objective 2.3
  • Implement organizational development strategies that will positively impact the work environment.

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Goal 3 Financial Viability
Offer the best value to our customers.

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

• Objective 3.1
  • Lower costs while maintaining service quality.
• Objective 3.2
  • Align rates with the service technology lifecycle.
• Objective 3.3
  • Enhance financial planning and forecasting methodology.
• Objective 3.4
  • Standardize architecture and technology to achieve financial efficiencies.
• Objective 3.5
  • Transform from component-based to usage-based measurements, where appropriate.

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Goal 4 Process Improvement
Optimize business processes to enhance service management and reduce costs.

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

• Objective 4.1
  • Modernize the OTech legacy systems.
• Objective 4.2
  • Standardize and consolidate internal processes.
• Objective 4.3
  • Integrate performance measurement into business processes.

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Goal 5 Enabling Investments
Invest in tools and technology to deliver solutions that provide value for our customers.

Strategy: The OTech will make well-timed technology investments to ensure that services provided to customers are secure and reliable.

• Objective 5.1
  • Invest in new shared services that provide value to the customers.
• Objective 5.2
  • Secure and protect State IT assets.
• Objective 5.3
  • Align capacity management with technology lifecycles.
• Objective 5.4
  • Align infrastructure refresh and growth with business needs, service levels, and technology lifecycles.

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Goal 6 Statewide Leadership
Provide statewide information technology leadership.

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

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

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