This document discusses enterprise architecture and alignment. It provides an overview and case study of the City of Brampton's efforts to create an enterprise architecture and citizen service portal for improved customer experience, operational efficiency, and alignment across departments. The portal project took 14 months and resulted in a consistent online experience for residents, increased usefulness of the platform over time, and business intelligence to support better decisions. The project helped evolve Brampton's culture towards more collaboration, sustainability and value through enterprise alignment.
20. BUSINESS CHALLENGES/DRIVERS 1 2 Improving Customer Service 3 4 Increasing Operational Efficiency 5 Accountability & Compliance Leveraging Best Practices, Technology & Tools Employee Satisfaction
21. BRAMPTON Customer Service Framework Strategic Plan Service Delivery for example: Information Service Requests Property Tax Recreation Transportation Planning License & Permits Enforcement Fire Events Special Programs and more… Residents E-Mail Businesses FAX Telephone Government WEB Consumers Regular Mail Youth, Seniors, Newcomers, Families, Community Leaders, Business Leaders, Developers, Vendors, Local, Regional, Provincial Walk-Ups Business Intelligence (Metrics, KPIs, Reports) Leverage Investment (People, Process & Technology)
22. WEB CHANNEL Residents Businesses Consumers Government Public Portal (Brand & Service Excellence)) Employee Portal (Efficiency & Productivity) Online Knowledge Information Public Awareness & Communication Dept. Portals Promote Brampton Forms Online Online Services Electronic Forms Electronic Records Digital Dashboard CRM Secure Access
34. e-brampton P 19 MANGEMENT LEVEL Change Mgmt. NET READINESS ABILITY TO LEARN ORGANIZATION TECHNOLOGY NET READINESS Change Mgmt. TRANSITIONALFRAMEWORK Define Measure Analyze Control Improve Net Readiness Quality Management Practical Transition Strategy Based on DMAIC Six Sigma Quality Program & methodology A tool to manage change associated withnew requests, new initiatives and analyze gaps to indicate required readiness measures to implement prioritized requests Continuous Improvement
35. (www.brampton.ca) Public Portal (Information & General Services) Secure Access Secure Access Employees Portal Residents Portal Partners Portal Community & Service Oriented Businesses, Governments & Vendors Services Remote (VPN) & Mobile Workforce Citizen Request Management (CRM) Back Office Systems (Corporate & Line of Business) Contact /Call Centre Service (Integrating 311) Information & Intelligence ARCHITECTURETHE THEORY OF OPERATION
37. BRAMPTON INTERACTIVE MAPS Video requires internet connection, if video does not start playing automatically CLICK HERE
38. RESULTS THE STORY (in just 14 months) Consistent experience via Web Channel Increase the Useful Life of the Platform Rich Customer Experience combined with Intelligence
47. QUESTIONS AND ANSWERS 26 CONTACT ALBER HANNA, PMP, MBB, MIS, MCSE Manager, IT Architecture & Planning City of Brampton T: 1 (905) 874 – 3636 E: alber.hanna@brampton.ca
Notes de l'éditeur
Between 1996-2006 Brampton added 166,000 new residents within its boundaries. In other words 40% of Brampton’s totalpopulation arrived in the last 10 years.