customers and Council Andrew McKenzie, Ian Maxwell, Mike Foley 29 November 2012 Auckland Councils legacy systems Procure To Pay RE / Property Management Rates Billing Asset Management Finance Hire To Retire Document Management Budgeting & Planning, Consol. FileNet SAP DMS TRIM BIZ e Asset SAP BPS SAP BPS SAP BPS Peoplesoft Tech One/ Interplan Excel/ Tech One ACS Ozone SAP SAP SAP Peoplesoft Tech One Tech One ACS Ozone SAP SAP SAP Peoplesoft Tech One Tech One ACS Ozone Pathway Pathway Pathway Hansen Pathway Pathway ACS Ozone Pathway Hansen Pathway Pathway ACS Ozone SAP Pathway SAP Pathway Hansen Hansen ESRI BIZ e Asset Confirm SAP ESRI SAP SAP PeopleSoft Tech One / Chris Snaphire Payroll o/s IMS Ozone SAP Snaphire SAP SAP - Duet N/A Sharepoint ProOmni Consents Billing Pathway SAP Pathway Peoplesoft Pathway Pathway / Tech One Ozone Ozone GIS Reporting ESRI ESRI ESRI ESRI ESRI Intergraph ESRI MapInfo SAP BW Business Obj SAP BW & Business Obj SAP - BW SAP Bus Obj MS / Cognos / Crystal SAP Crystal N/A Reporting Services Water Billing Pathway Pathway Pathway United Water Ozone CRM SAP SAP Pathway Peoplesoft Pathway Pathway N/A Ozone Tech One Alchemy/ sharepoint Progress to date Procure To Pay RE / Property Management Rates Billing Asset Management Finance Hire To Retire Document Management Budgeting & Planning, Consol. FileNet SAP DMS TRIM BIZ e Asset SAP BPS SAP BPS SAP BPS Peoplesoft Tech One/ Interplan Excel/ Tech One ACS Ozone SAP SAP SAP Peoplesoft Tech One Tech One ACS Ozone SAP SAP SAP Peoplesoft Tech One Tech One ACS Ozone Pathway Pathway Pathway Hansen Pathway Pathway ACS Ozone Pathway Hansen Pathway Pathway ACS Ozone SAP Pathway SAP Pathway Hansen Hansen ESRI BIZ e Asset Confirm SAP ESRI SAP SAP PeopleSoft Tech One / Chris Snaphire Payroll o/s IMS Ozone SAP Snaphire SAP SAP - Duet N/A Sharepoint ProOmni Consents Billing Pathway SAP Pathway Peoplesoft Pathway Pathway / Tech One Ozone Ozone GIS Reporting ESRI ESRI ESRI ESRI ESRI Intergraph ESRI MapInfo SAP BW Business Obj SAP BW & Business Obj SAP - BW SAP Bus Obj MS / Cognos / Crystal SAP Crystal N/A Reporting Services Water Billing Pathway Pathway Pathway United Water Ozone CRM SAP SAP Pathway Peoplesoft Pathway Pathway N/A Ozone Tech One Alchemy/ sharepoint ERP Programme (HR, Payroll) ERP Programme (Finance, Procurement) Asset Management Consolidate Call Centre Technology Consolidate Rates, Regulatory and Customer systems Consolidate GIS and EDRMS Consolidate Data Warehouses Implement HR Competency Frameworks Annual Plan and LTP Core budgeting and consolidation Core ERP-related Customer and Property-related Business Unit Specific Information Services Done for 1 Nov 2010 What weve done since and are doing now What will be done later Asset Maintenance and Property Mgmt Procurement and Purchasing Improvements Consolidate Website Content 4 key technology areas Digital Customer Strategy Leadership Development Programme NewCore Core Technology Network Internet Health and Safety , Recruitment Email , printing Building Fit outs Data Storage upgrades Web Hosting Migration Desktop Refresh Introduce IS Service Management Data Centre Consolidation Voice and data network Consolidation Moving Council from transition to transformation This programme is a key part of our journey towards delivering the value of one Council, and a transformed customer experience. The NewCore programme has been developed to deliver these requirements. It will: Consolidate core customer-facing systems to support customer interaction, rates, regulatory services and related property data Simplify and standardise our customer and business processes which use these systems. This will create efficiencies that will allow us to accommodate increased volumes (e.g. rise in building and resource consents) within the existing rates envelope and customer expectations of ease of use/timeframes Enable more effective development of digital solutions for customers, giving them more choice around how they want to interact with Council Create a standardised base set of systems for implementation of Unitary Plan and Bylaw Reviews, as only one set of systems need to be updated, versus multiple legacy systems Reduce operational risk around complex end of life systems eg MCC core systems Moving Council from transition to transformation The need for this core system consolidation was identified through the ATA Process and we planned for it as part of our long term plan. The NewCore programme is a key component of that planned spend: Since transition, we focused our core systems transformation on the vital Finance, HR and Payroll functions necessary to underpin council operations. We have also completed key Asset Maintenance & Property Management systems to manage our assets and property leases and are delivering the next phase of Purchasing & Procurement Improvement This programme represents a further $58.1m of our planned CAPEX spend and is required to consolidate and improve the disparate and legacy council oriented business processes and functions of Council including rates, regulatory services and customer interaction NewCore will create the foundation on which to build other components to help transform the customer and Council experience and future-proof the Councils operation e.g. enabling self-service opportunities for customers Moving Council from transition to transformation This project has a positive NPV, and a favourable rates impact against LTP base case Total cost of the programme is $71m made up of $58.1 CAPEX and $12.9m OPEX. This includes a significant amount of internal labour Capital expenditure of $58.1m is currently allowed for in the LTP Requires an unbudgeted OPEX spend of $9.1m Results in unbudgeted rates collection benefits of $50.1m (over 10 years) compared to the LTP This is a favourable rates impact of -0.3% (over 10 years) compared to the LTP Hard cost benefits of $10.1m pa OPEX and $3.2m pa CAPEX are delivered at the end of the project Customer Services $0.6m p.a. Regulatory Services $2.6m p.a. Accounting Services $1.9m p.a. Information Services $4.9m p.a. The NPV is +ve $25.2m based on a 10 year projection The investment equates to a $10.6m annual rates benefit post implementation Moving Council from transition to transformation Options considered and due diligence The option of doing nothing is not considered viable if we are to deliver on the benefits enabled by the Unitary Plan, Bylaw Review and other transformation initiatives such as Customer Digital Strategy. Other roadmap options considered have been weighted against a strict set of business and IS evaluation criteria. The preferred option, as presented, provides Council with the best NPV and LTP rates impact. In addition to our internal Risk and Assurance, the business case has received external assessment and positive feedback from Ernst & Young and Councils CIO forum Benchmarking The spend and scale of this project is similar to other organisations of this size/complexity Other core system projects under-way in NZ include Housing $80M, DHB $40M, IRD $1Bn, Foodstuffs $50M, Passport Control $90M And we are probably more complex given the consolidation of our large number of legacy systems Our processes and systems changes are well managed No Systemic failures / interruption to services Our core ERP systems pay suppliers and staff without interruption We have managed significant changes required during 2011 and 2012 rates cycles Realise the benefits TRANSFORMATION Get to the starting line Establish the future foundations Enable the change Enterprise wide applications e.g. Finance, Payroll Setting up the new organisation structure Consolidate Asset Management system Consolidate Call Centre Technology Consolidate Rates, Regulatory and Customer systems Consolidate GIS and EDRMS Consolidate Data Warehouses Implement HR Competency Frameworks Refresh Desktop software and applications Introduce IS Service Management NewCore Develop the Unitary Plan for Auckland Review all existing By Laws Introduce Leadership Development programme Continue to rollout Every Interaction Counts Implement Digital Customer Strategy Optimise Contact & Service Centres Our people use technology to complete processes and reports in the field , versus coming back to the office We create internal efficiencies through standardising and simplifying processes Improve Customer Insight Introduce Problem Solving tools e.g. FSB, CCD We take a place -making approach to local communities to improve services and reduce costs Customers have a consistent experience no matter where in Auckland they connect with Council TRANSITION Customers can choose to self -serve for most transactions and interactions Customers work with us to design processes and services that meet their need Our IS systems are world class in terms of performance Auckland is recognised as the world s most liveable city Annual Plan and LTP Key benefits are summarised below Primary benefits Rationale 1 Reduces operational complexity and risk Migrating away from legacy systems that are not strategic and where there is a gradual decline of support and knowledge e.g. MCC Leveraging existing best of breed applications that are fit for purpose, provide stability, security and ease of use Standardising on a single set of simplified and improved business processes and workflows designed around the customer Providing more accurate and timely reporting using a consolidated data platform 2 Helps our staff Making it easier for front line and support staff to do their jobs Reducing the long term effect on morale from having to deal with multiple systems, non-unified processes and different regional ways of operating Harmonises staff training, supporting a common organisational way of working and culture 3 Improves the customer experience Providing consistent customer service and delivering to our customer service standards Increasing resolution at first point of call and reducing handoffs Providing the foundation for future customer-facing initiatives such as the digital customer strategy, bylaw review and unitary plan 4 Takes cost out of the business delivering public value for money Migrating off disparate legacy systems and decommissioning legacy processes Providing the capability to efficiently deliver innovation and transformation Providing the foundation for many operational excellence initiatives such as place making, processing centres of excellence, billing and world class IS Reduced capex requirements in future years NewCore Business Case vs LTP Base Case (P&L Impact) -8,000,000 -6,000,000 -4,000,000 -2,000,000 0 2,000,000 4,000,000 6,000,000 FY13 FY14 FY15 FY16 FY17 FY18 FY19 FY20 FY21 FY22 Fiscal Year D o l l a r s LTP Base Case NewCore Preferred Opti on P&L shows significant benefit $9.1M unbudgeted project Opex (conservative) Note: Opex cost on planned Capex spend (i.e. depreciation and interest) is not fully recovered in the LTP NewCore favourable P&L impact versus LTP base case - post implementation FY15 NewCore stand alone NPV = $25.2M NewCore net benefit over LTP base case = $50.1M NewCore vs LTP Rates Impact -0.30% -0.20% -0.10% 0.00% 0.10% 0.20% 0.30% 0.40% 0.50% FY13 FY14 FY15 FY16 FY17 FY18 FY19 FY20 FY21 FY22 Fiscal Year %
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( D e c r e a s e ) LTP NewCore Favourable Rates Impact (Net 10-Year LTP 0.3%) Conservative $9.1M unbudgeted project Opex will need to be funded within current rates envelope and impact shown is a potential 0.5% rates impact during 2014 NewCore delivers a favourable future rates impact of -0.21% Current Capex impact in LTP on future rates is an increase of +0.30% (LTP) NewCore rates swing benefit over the LTP = -0.51% Net NewCore rates benefit over the LTP base case = -0.3% Supporting Material IS Capital Plan - previously presented to Council Our business - large and diverse Core Operational Functions Customer Service Manage Customer Interaction Manage Channels Manage Customer Information Manage Requests for Service Environmental Services Planning Develop District Plan Promote City Health and Safety Plan City Resources Develop Environmental Planning & Policy Manage Development Contributions Regulatory Manage Licensing Manage Building & Land Consents Compliance Enforcement Manage Legal Actions Manage Bio Security Manage Inspections / Monitoring Manage Compliance Services Manage Waste Collection Operational Infrastructure Plan, Design & Develop Infrastructure Develop Infrastructure Strategies Develop Infrastructure Programmes Conduct Feasibility Studies Prepare Design Specifications Operate Infrastructure Operate Solid Waste and Landfill Manage Cemeteries Manage Parks, Reserves and Farms Manage Land Holdings Manage Heritage Community Services Community Development Manage Public Housing Manage Funding Schemes Manage Ethnic and Cultural Programs Develop Community Services Social Services Support Economic Development Provide Employment Assistance Provide Civil Defence & Rural Fire Service Support Community Organisations Provide Education Services Manage Community Programmes & Services Sport, Leisure & Cultural Services Provide Art Gallery Services Manage Facilities Manage Events Manage Community Library & Info Services Manage Street / Town Centre Manage Zoo Manage Sport, Recreation and Leisure Services Infrastructure Functions and Processes Corporate Infrastructure Executive Management Establish & Maintain Organisational Governance Develop Strategic Plan Develop LTCCP Manage Stakeholder Relations Develop Annual Plans Monitor Council Performance Manage Maori Relationships Manage Sustainability Operational Management Manage Spatial Information Manage Assets Product Lifecycle Management Manage Enterprise Information & Knowledge Manage Internal Customer Relationships Provide Enterprise Reporting Manage CCOs Develop & Manage Business Unit Plans Develop & Manage Financial Budgets Manage Business Unit Performance Manage Employees Establish and Maintain Polices Manage Records and Documents Manage Internal Audit Manage Risk and Compliance Corporate Support Services Information Services Monitor & Evaluate Deliver & support Acquire & Implement Plan & Organise Version 1. 0 5-March-2011 Democracy Services Support Elected Representatives Manage Citizen Participation Manage Elections & Polls Support Elected Boards Manage Meetings Manage Information Requests Manage Mayoral Office Communications & Marketing Human Resources Manage Publications Manage Media Relations Manage Public Relations Manage Advertising Manage Brand Manage Internal & External Communications Manage Public Stakeholder Engagement Support Personnel Management Recruit and Hire Employees Provide Industrial Relations Advice Manage Employee Relations Manage Training & Development Manage Health & Safety Manage Organisational Change Performance Management Financial Management Perform Management Accounting Manage Financial Reporting Manage Accounts Receivable Perform Fixed Asset Accounting Manage Grants & Loans Manage Billing Manage Treasury Manage Accounts Payable Process Payroll Manage Tax Manage Rating Support Services Perform Purchasing / Procurement Manage Vehicles Provide Policy & Research Advice Provide Programme Management Services Manage Building Services Manage Suppliers & Contracts Provide Administration Services Provide Legal Services Property Manage Property Information Provide Property Information A key risk is complexity Core Operational Functions Customer Service Manage Customer Interaction Manage Channels Manage Customer Information Manage Requests for Service Environmental Services Planning Develop District Plan Promote City Health and Safety Plan City Resources Develop Environmental Planning & Policy Manage Development Contributions Regulatory Manage Licensing Manage Building & Land Consents Compliance Enforcement Manage Legal Actions Manage Bio Security Manage Inspections / Monitoring Manage Compliance Services Manage Waste Collection Operational Infrastructure Plan, Design & Develop Infrastructure Develop Infrastructure Strategies Develop Infrastructure Programmes Conduct Feasibility Studies Prepare Design Specifications Operate Infrastructure Operate Solid Waste and Landfill Manage Cemeteries Manage Parks, Reserves and Farms Manage Land Holdings Manage Heritage Community Services Community Development Manage Public Housing Manage Funding Schemes Manage Ethnic and Cultural Programs Develop Community Services Social Services Support Economic Development Provide Employment Assistance Provide Civil Defence & Rural Fire Service Support Community Organisations Provide Education Services Manage Community Programmes & Services Sport, Leisure & Cultural Services Provide Art Gallery Services Manage Facilities Manage Events Manage Community Library & Info Services Manage Street / Town Centre Manage Zoo Manage Sport, Recreation and Leisure Services Infrastructure Functions and Processes Corporate Infrastructure Executive Management Establish & Maintain Organisational Governance Develop Strategic Plan Develop LTCCP Manage Stakeholder Relations Develop Annual Plans Monitor Council Performance Manage Maori Relationships Manage Sustainability Operational Management Manage Spatial Information Manage Assets Product Lifecycle Management Manage Enterprise Information & Knowledge Manage Internal Customer Relationships Provide Enterprise Reporting Manage CCOs Develop & Manage Business Unit Plans Develop & Manage Financial Budgets Manage Business Unit Performance Manage Employees Establish and Maintain Polices Manage Records and Documents Manage Internal Audit Manage Risk and Compliance Corporate Support Services Information Services Monitor & Evaluate Deliver & support Acquire & Implement Plan & Organise Version 1.0 5-March-2011 Democracy Services Support Elected Representatives Manage Citizen Participation Manage Elections & Polls Support Elected Boards Manage Meetings Manage Information Requests Manage Mayoral Office Communications & Marketing Human Resources Manage Publications Manage Media Relations Manage Public Relations Manage Advertising Manage Brand Manage Internal & External Communications Manage Public Stakeholder Engagement Support Personnel Management Recruit and Hire Employees Provide Industrial Relations Advice Manage Employee Relations Manage Training & Development Manage Health & Safety Manage Organisational Change Performance Management Financial Management Perform Management Accounting Manage Financial Reporting Manage Accounts Receivable Perform Fixed Asset Accounting Manage Grants & Loans Manage Billing Manage Treasury Manage Accounts Payable Process Payroll Manage Tax Manage Rating Support Services Perform Purchasing / Procurement Manage Vehicles Provide Policy & Research Advice Provide Programme Management Services Manage Building Services Manage Suppliers & Contracts Provide Administration Services Provide Legal Services Property Manage Property Information Provide Property Information Legend Impacted Partially Impacted Significant Risk 9 Knowledge bases Created 5 new disparate consultation databases in 2011 28+ RFS systems 6 Contact Centre Systems 8 Rating and Regulatory Systems 3500+ applications 9 GIS systems 15 Record Management Systems No structured collaboration tools 300,000 customer email and phone interactions each month 15+ desktop environments 97 Assets management systems No operational reporting for business units across disparate systems Data centre in Greys Ave with 1500+ systems 14,000 internal service requests a month 1400 HR requests per month 2-3 high severity incidents per day Its all interwoven Technical complexity e.g GIS Finance Customer Services Manukau CC IS Spatial Information Human Resources Community Services Infrastructure Regulatory and Compliance Property Planning Democracy and Governance Corporate Services Finance Customer Services Manukau CC IS Spatial Information Human Resources Community Services Infrastructure Regulatory and Compliance Property Planning Democracy and Governance Corporate Services Finance Customer Services Manukau CC IS Spatial Information Human Resources Community Services Infrastructure Regulatory and Compliance Property Planning Democracy and Governance Corporate Services Finance Customer Services Manukau CC IS Spatial Information Human Resources Community Services Infrastructure Regulatory and Compliance Property Planning Democracy and Governance Corporate Services Finance Customer Services Manukau CC IS Spatial Information Human Resources Community Services Infrastructure Regulatory and Compliance Property Planning Democracy and Governance Corporate Services Finance Customer Services Manukau CC IS Spatial Information Human Resources Community Services Infrastructure Regulatory and Compliance Property Planning Democracy and Governance Corporate Services Finance Customer Services Manukau CC IS Spatial Information Human Resources Community Services Infrastructure Regulatory and Compliance Property Planning Democracy and Governance Corporate Services Finance Customer Services Manukau CC IS Spatial Information Human Resources Community Services Infrastructure Regulatory and Compliance Property Planning Democracy and Governance Corporate Services Auckland Council IS Franklin Council IS Papakura Council IS Waitakere CC IS North Shore CC IS Rodney Council IS Auckland CC IS Finance Customer Services ARC Spatial Information Human Resources Community Services Infrastructure Regulatory and Compliance Property Planning Democracy and Governance Corporate Services Why this focus Where we perceive risk Top 5 initiatives Rating and Regulatory Customer Facing Functions Customer Service Manage Customer Interaction Manage Channels Manage Customer Information Manage Requests for Service Environmental Services Planning Develop Unitary Plan Promote City Health and Safety Plan City Resources Develop Environmental Planning & Policy Manage Development Contributions Regulatory Manage Licensing Manage Building & Land Consents Compliance Enforcement Manage Legal Actions Manage Bio Security Manage Inspections / Monitoring Manage Compliance Services Manage Waste Collection Operational Infrastructure Plan, Design & Develop Infrastructure Develop Infrastructure Strategies Develop Infrastructure Programmes Conduct Feasibility Studies Prepare Design Specifications Operate Infrastructure Operate Solid Waste and Landfill Manage Cemeteries Manage Parks, Reserves and Farms Manage Land Holdings Manage Heritage Community Services Community Development Manage Public Housing Manage Funding Schemes Manage Ethnic and Cultural Programs Develop Community Services Social Services Support Economic Development Provide Employment Assistance Provide Civil Defence & Rural Fire Service Support Community Organisations Provide Education Services Manage Community Programmes & Services Sport, Leisure & Cultural Services Provide Art Gallery Services Manage Facilities Manage Events Manage Community Library & Info Services Manage Street / Town Centre Manage Zoo Manage Sport, Recreation and Leisure Services Support Functions Corporate Infrastructure Executive Management Establish & Maintain Organisational Governance Develop Strategic Plan Develop LTP Manage Stakeholder Relations Develop Annual Plans Monitor Council Performance Manage Maori Relationships Manage Sustainability Operational Management Manage Spatial Information Manage Assets Product Lifecycle Management Manage Enterprise Information & Knowledge Manage Internal Customer Relationships Provide Enterprise Reporting Manage CCOs Develop & Manage Business Unit Plans Develop & Manage Financial Budgets Manage Business Unit Performance Manage Employees Establish and Maintain Polices Manage Records and Documents Manage Internal Audit Manage Risk and Compliance Corporate Support Services Information Services Provision Information Systems Support Technology and Systems Provision Technology Infrastructure Provision Solutions for Business and CCOs Version 1.0 -May-2011 Democracy Services Support Elected Representatives Manage Citizen Participation Manage Elections & Polls Support Elected Boards Manage Meetings Manage Information Requests Manage Mayoral Office Communications & Marketing Human Resources Manage Publications Manage Media Relations Manage Public Relations Manage Advertising Manage Brand Manage Internal & External Communications Manage Public Stakeholder Engagement Support Personnel Management Recruit and Hire Employees Provide Industrial Relations Advice Manage Employee Relations Manage Training & Development Manage Health & Safety Manage Organisational Change Performance Management Financial Management Perform Management Accounting Manage Financial Reporting Manage Accounts Receivable Perform Fixed Asset Accounting Manage Grants & Loans Manage Billing Manage Treasury Manage Accounts Payable Process Payroll Manage Tax Manage Rating Support Services Perform Purchasing / Procurement Manage Vehicles Provide Policy & Research Advice Provide Programme Management Services Manage Building Services Manage Suppliers & Contracts Provide Administration Services Provide Legal Services Property Manage Property Information Provide Property Information Legend Risks Minimised Some Risks Significant Risk Investment Initiative 1 Rating future state and rationalise legacy regulatory systems (NewCore programme) Top 5 initiatives Request for Service Customer Facing Functions Customer Service Manage Customer Interaction Manage Channels Manage Customer Information Manage Requests for Service Environmental Services Planning Develop Unitary Plan Promote City Health and Safety Plan City Resources Develop Environmental Planning & Policy Manage Development Contributions Regulatory Manage Licensing Manage Building & Land Consents Compliance Enforcement Manage Legal Actions Manage Bio Security Manage Inspections / Monitoring Manage Compliance Services Manage Waste Collection Operational Infrastructure Plan, Design & Develop Infrastructure Develop Infrastructure Strategies Develop Infrastructure Programmes Conduct Feasibility Studies Prepare Design Specifications Operate Infrastructure Operate Solid Waste and Landfill Manage Cemeteries Manage Parks, Reserves and Farms Manage Land Holdings Manage Heritage Community Services Community Development Manage Public Housing Manage Funding Schemes Manage Ethnic and Cultural Programs Develop Community Services Social Services Support Economic Development Provide Employment Assistance Provide Civil Defence & Rural Fire Service Support Community Organisations Provide Education Services Manage Community Programmes & Services Sport, Leisure & Cultural Services Provide Art Gallery Services Manage Facilities Manage Events Manage Community Library & Info Services Manage Street / Town Centre Manage Zoo Manage Sport, Recreation and Leisure Services Support Functions Corporate Infrastructure Executive Management Establish & Maintain Organisational Governance Develop Strategic Plan Develop LTP Manage Stakeholder Relations Develop Annual Plans Monitor Council Performance Manage Maori Relationships Manage Sustainability Operational Management Manage Spatial Information Manage Assets Product Lifecycle Management Manage Enterprise Information & Knowledge Manage Internal Customer Relationships Provide Enterprise Reporting Manage CCOs Develop & Manage Business Unit Plans Develop & Manage Financial Budgets Manage Business Unit Performance Manage Employees Establish and Maintain Polices Manage Records and Documents Manage Internal Audit Manage Risk and Compliance Corporate Support Services Information Services Provision Information Systems Support Technology and Systems Provision Technology Infrastructure Provision Solutions for Business and CCOs Version 1.0 -May-2011 Democracy Services Support Elected Representatives Manage Citizen Participation Manage Elections & Polls Support Elected Boards Manage Meetings Manage Information Requests Manage Mayoral Office Communications & Marketing Human Resources Manage Publications Manage Media Relations Manage Public Relations Manage Advertising Manage Brand Manage Internal & External Communications Manage Public Stakeholder Engagement Support Personnel Management Recruit and Hire Employees Provide Industrial Relations Advice Manage Employee Relations Manage Training & Development Manage Health & Safety Manage Organisational Change Performance Management Financial Management Perform Management Accounting Manage Financial Reporting Manage Accounts Receivable Perform Fixed Asset Accounting Manage Grants & Loans Manage Billing Manage Treasury Manage Accounts Payable Process Payroll Manage Tax Manage Rating Support Services Perform Purchasing / Procurement Manage Vehicles Provide Policy & Research Advice Provide Programme Management Services Manage Building Services Manage Suppliers & Contracts Provide Administration Services Provide Legal Services Property Manage Property Information Provide Property Information Legend Risks Minimised Some Risks Significant Risk Investment Initiative 2- Reduce bureaucracy for customer interactions and improve service levels (NewCore programme) Top 5 initiatives ERP Asset Management Customer Facing Functions Customer Service Manage Customer Interaction Manage Channels Manage Customer Information Manage Requests for Service Environmental Services Planning Develop Unitary Plan Promote City Health and Safety Plan City Resources Develop Environmental Planning & Policy Manage Development Contributions Regulatory Manage Licensing Manage Building & Land Consents Compliance Enforcement Manage Legal Actions Manage Bio Security Manage Inspections / Monitoring Manage Compliance Services Manage Waste Collection Operational Infrastructure Plan, Design & Develop Infrastructure Develop Infrastructure Strategies Develop Infrastructure Programmes Conduct Feasibility Studies Prepare Design Specifications Operate Infrastructure Operate Solid Waste and Landfill Manage Cemeteries Manage Parks, Reserves and Farms Manage Land Holdings Manage Heritage Community Services Community Development Manage Public Housing Manage Funding Schemes Manage Ethnic and Cultural Programs Develop Community Services Social Services Support Economic Development Provide Employment Assistance Provide Civil Defence & Rural Fire Service Support Community Organisations Provide Education Services Manage Community Programmes & Services Sport, Leisure & Cultural Services Provide Art Gallery Services Manage Facilities Manage Events Manage Community Library & Info Services Manage Street / Town Centre Manage Zoo Manage Sport, Recreation and Leisure Services Support Functions Corporate Infrastructure Executive Management Establish & Maintain Organisational Governance Develop Strategic Plan Develop LTP Manage Stakeholder Relations Develop Annual Plans Monitor Council Performance Manage Maori Relationships Manage Sustainability Operational Management Manage Spatial Information Manage Assets Product Lifecycle Management Manage Enterprise Information & Knowledge Manage Internal Customer Relationships Provide Enterprise Reporting Manage CCOs Develop & Manage Business Unit Plans Develop & Manage Financial Budgets Manage Business Unit Performance Manage Employees Establish and Maintain Polices Manage Records and Documents Manage Internal Audit Manage Risk and Compliance Corporate Support Services Information Services Provision Information Systems Support Technology and Systems Provision Technology Infrastructure Provision Solutions for Business and CCOs Version 1.0 -May-2011 Democracy Services Support Elected Representatives Manage Citizen Participation Manage Elections & Polls Support Elected Boards Manage Meetings Manage Information Requests Manage Mayoral Office Communications & Marketing Human Resources Manage Publications Manage Media Relations Manage Public Relations Manage Advertising Manage Brand Manage Internal & External Communications Manage Public Stakeholder Engagement Support Personnel Management Recruit and Hire Employees Provide Industrial Relations Advice Manage Employee Relations Manage Training & Development Manage Health & Safety Manage Organisational Change Performance Management Financial Management Perform Management Accounting Manage Financial Reporting Manage Accounts Receivable Perform Fixed Asset Accounting Manage Grants & Loans Manage Billing Manage Treasury Manage Accounts Payable Process Payroll Manage Tax Manage Rating Support Services Perform Purchasing / Procurement Manage Vehicles Provide Policy & Research Advice Provide Programme Management Services Manage Building Services Manage Suppliers & Contracts Provide Administration Services Provide Legal Services Property Manage Property Information Provide Property Information Legend Risks Minimised Some Risks Significant Risk Investment Initiative 3 - Improve assets performance for property and parks and create contract management capability Top 5 initiatives Data Centre Customer Facing Functions Customer Service Manage Customer Interaction Manage Channels Manage Customer Information Manage Requests for Service Environmental Services Planning Develop Unitary Plan Promote City Health and Safety Plan City Resources Develop Environmental Planning & Policy Manage Development Contributions Regulatory Manage Licensing Manage Building & Land Consents Compliance Enforcement Manage Legal Actions Manage Bio Security Manage Inspections / Monitoring Manage Compliance Services Manage Waste Collection Operational Infrastructure Plan, Design & Develop Infrastructure Develop Infrastructure Strategies Develop Infrastructure Programmes Conduct Feasibility Studies Prepare Design Specifications Operate Infrastructure Operate Solid Waste and Landfill Manage Cemeteries Manage Parks, Reserves and Farms Manage Land Holdings Manage Heritage Community Services Community Development Manage Public Housing Manage Funding Schemes Manage Ethnic and Cultural Programs Develop Community Services Social Services Support Economic Development Provide Employment Assistance Provide Civil Defence & Rural Fire Service Support Community Organisations Provide Education Services Manage Community Programmes & Services Sport, Leisure & Cultural Services Provide Art Gallery Services Manage Facilities Manage Events Manage Community Library & Info Services Manage Street / Town Centre Manage Zoo Manage Sport, Recreation and Leisure Services Support Functions Corporate Infrastructure Executive Management Establish & Maintain Organisational Governance Develop Strategic Plan Develop LTP Manage Stakeholder Relations Develop Annual Plans Monitor Council Performance Manage Maori Relationships Manage Sustainability Operational Management Manage Spatial Information Manage Assets Product Lifecycle Management Manage Enterprise Information & Knowledge Manage Internal Customer Relationships Provide Enterprise Reporting Manage CCOs Develop & Manage Business Unit Plans Develop & Manage Financial Budgets Manage Business Unit Performance Manage Employees Establish and Maintain Polices Manage Records and Documents Manage Internal Audit Manage Risk and Compliance Corporate Support Services Information Services Provision Information Systems Support Technology and Systems Provision Technology Infrastructure Provision Solutions for Business and CCOs Version 1.0 -May-2011 Democracy Services Support Elected Representatives Manage Citizen Participation Manage Elections & Polls Support Elected Boards Manage Meetings Manage Information Requests Manage Mayoral Office Communications & Marketing Human Resources Manage Publications Manage Media Relations Manage Public Relations Manage Advertising Manage Brand Manage Internal & External Communications Manage Public Stakeholder Engagement Support Personnel Management Recruit and Hire Employees Provide Industrial Relations Advice Manage Employee Relations Manage Training & Development Manage Health & Safety Manage Organisational Change Performance Management Financial Management Perform Management Accounting Manage Financial Reporting Manage Accounts Receivable Perform Fixed Asset Accounting Manage Grants & Loans Manage Billing Manage Treasury Manage Accounts Payable Process Payroll Manage Tax Manage Rating Support Services Perform Purchasing / Procurement Manage Vehicles Provide Policy & Research Advice Provide Programme Management Services Manage Building Services Manage Suppliers & Contracts Provide Administration Services Provide Legal Services Property Manage Property Information Provide Property Information Legend Risks Minimised Some Risks Significant Risk Investment Initiative 4 - Mitigate Civic building risk, improve system stability and availability Top 5 initiatives Desktop standardisation Customer Facing Functions Customer Service Manage Customer Interaction Manage Channels Manage Customer Information Manage Requests for Service Environmental Services Planning Develop Unitary Plan Promote City Health and Safety Plan City Resources Develop Environmental Planning & Policy Manage Development Contributions Regulatory Manage Licensing Manage Building & Land Consents Compliance Enforcement Manage Legal Actions Manage Bio Security Manage Inspections / Monitoring Manage Compliance Services Manage Waste Collection Operational Infrastructure Plan, Design & Develop Infrastructure Develop Infrastructure Strategies Develop Infrastructure Programmes Conduct Feasibility Studies Prepare Design Specifications Operate Infrastructure Operate Solid Waste and Landfill Manage Cemeteries Manage Parks, Reserves and Farms Manage Land Holdings Manage Heritage Community Services Community Development Manage Public Housing Manage Funding Schemes Manage Ethnic and Cultural Programs Develop Community Services Social Services Support Economic Development Provide Employment Assistance Provide Civil Defence & Rural Fire Service Support Community Organisations Provide Education Services Manage Community Programmes & Services Sport, Leisure & Cultural Services Provide Art Gallery Services Manage Facilities Manage Events Manage Community Library & Info Services Manage Street / Town Centre Manage Zoo Manage Sport, Recreation and Leisure Services Support Functions Corporate Infrastructure Executive Management Establish & Maintain Organisational Governance Develop Strategic Plan Develop LTP Manage Stakeholder Relations Develop Annual Plans Monitor Council Performance Manage Maori Relationships Manage Sustainability Operational Management Manage Spatial Information Manage Assets Product Lifecycle Management Manage Enterprise Information & Knowledge Manage Internal Customer Relationships Provide Enterprise Reporting Manage CCOs Develop & Manage Business Unit Plans Develop & Manage Financial Budgets Manage Business Unit Performance Manage Employees Establish and Maintain Polices Manage Records and Documents Manage Internal Audit Manage Risk and Compliance Corporate Support Services Information Services Provision Information Systems Support Technology and Systems Provision Technology Infrastructure Provision Solutions for Business and CCOs Version 1.0 -May-2011 Democracy Services Support Elected Representatives Manage Citizen Participation Manage Elections & Polls Support Elected Boards Manage Meetings Manage Information Requests Manage Mayoral Office Communications & Marketing Human Resources Manage Publications Manage Media Relations Manage Public Relations Manage Advertising Manage Brand Manage Internal & External Communications Manage Public Stakeholder Engagement Support Personnel Management Recruit and Hire Employees Provide Industrial Relations Advice Manage Employee Relations Manage Training & Development Manage Health & Safety Manage Organisational Change Performance Management Financial Management Perform Management Accounting Manage Financial Reporting Manage Accounts Receivable Perform Fixed Asset Accounting Manage Grants & Loans Manage Billing Manage Treasury Manage Accounts Payable Process Payroll Manage Tax Manage Rating Support Services Perform Purchasing / Procurement Manage Vehicles Provide Policy & Research Advice Provide Programme Management Services Manage Building Services Manage Suppliers & Contracts Provide Administration Services Provide Legal Services Property Manage Property Information Provide Property Information Legend Risks Minimised Some Risks Significant Risk Investment Initiative 5- Improve the end user experience reduce the frustration and improve the service to elected representatives