The Information Technology (IT) department plays a vital role in supporting the City’s strategic objectives by providing the necessary technology infrastructure, business applications, data management, and cybersecurity measures. IT drives digital transformation initiatives, enabling the organization to leverage emerging technologies for improved efficiency and customer experiences. The department offers user support and training, ensuring smooth operations, and manages IT projects aligned with business objectives. By researching new technologies and fostering scalability and flexibility, IT becomes a strategic partner in driving the City's success and innovation.

To align operational and project efforts across business units, the IT department actively engages in business relationship management to ensure a deep understanding of each business unit's specific needs and priorities. The IT department's strategic roadmap is carefully crafted to align with both City-wide and individual business unit objectives, facilitating effective project prioritization and resource allocation. By implementing project portfolio management, IT ensures that projects are executed in line with business requirements, while allowing agility in responding to changing business priorities.

Enterprise Service Management (ESM) extends the principles and practices of IT Service Management (ITSM) beyond the IT department to other areas and functions within an organization. ESM involves applying standardized service management practices, processes, and tools across various business units to enhance collaboration, streamline operations, and improve overall efficiency. The City has experienced significant improvements in IT service levels over the past year through the implementation of ITIL standards for ITSM. Building on this success, the City plans to expand ITSM practices in the form of ESM to additional business units in the coming year, with the ultimate goal of achieving improved operational efficiency across the organization.

The IT department is currently advancing its Project Portfolio Management (PPM) program, a strategic approach that centers on the centralized management and assessment of projects involving information technology. PPM plays a pivotal role in aligning these projects with the City's strategic goals and objectives. Through resource optimization and prioritization of technology initiatives based on their potential impact and value to the City, PPM ensures that scarce resources, such as IT talent and budget, are used optimally. This method provides a clear overview of the technology project landscape, mitigates risks, and improves project governance and stakeholder communication. Ultimately, PPM empowers well-informed decision-making, enhances project outcomes, and fosters the successful execution of technology-driven strategic initiatives.