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2014-2017
Strategic Plan

State of Utah
Department of Technology Services
2014-2017 Strategic Plan
1
The 0tah Coue 6SF-1-2uS explicitly iequiies the Chief Infoimation 0fficei (CI0) to piepaie an
executive bianch stiategic plan that auuiesses:

! Inteichange of infoimation between executive bianch agencies;
! Cooiuination between agencies in the uevelopment anu maintenance of infoimation
technology anu systems;
! Piotection of the piivacy of inuiviuuals who use State systems;
! Piioiities foi the uevelopment anu implementation of infoimation technology anu systems;
anu,
! Naximizing the use of existing State infoimation technology iesouices.

The Bepaitment must also ensuie that cost-effective, efficient infoimation anu communication
systems anu iesouices aie being useu by agencies to ieuuce uata, haiuwaie, anu softwaie
ieuunuancy (0tah Coue 6SF-1-1u4).

Accoiuingly this uocument aligns the following Coie Stiategic 0bjectives foi 2u14-2u17 with the
iequiiements of the 0tah Coue. These goals aie meant to suppoit State agency business objectives,
suppoit the uoveinoi's goals, suppoit the goals of BTS, anu help uefine metiics by which the
Bepaitment of Technology Seivices (BTS) can measuie piogiess.
Privacy and Security Standards
The State of 0tah's infoimation technology infiastiuctuie is tightly woven into all State business
functions anu is an integial pait of uaily tasks. The piivacy anu secuiity of the technology
infiastiuctuie cannot be sepaiateu fiom the Bepaitment's oveiall mission, as the State's
infoimation iesouices aie among the most valuable State assets.

In auuition to piotecting netwoiks anu infoimation assets, specific iegulatoiy compliance
objectives ielateu to the unique iequiiements of PCI, BIPAA, S0X, FERPA, anu Feueial Tax
Infoimation, must be achieveu to piotect agencies anu the public fiom unnecessaiy financial
liabilities.
Customer Service
Theie is no shoitage of uemanu fiom State agencies to offei moie IT solutions to help goveinment
opeiate moie efficiently. BTS will continue to establish a close woiking ielationship with its
stakeholueis to ensuie that the state's IT oiganization is iesponsive, accountable, anu aligneu to the
business neeus of the State of 0tah. BTS will continually seek impiovements thioughout all
activities in oiuei to pioviue optimal IT solutions, incluuing the impiovement of cuiient seivices.
BTS will:

! Pioviue guiuance to the agency on stiategic IT uecisions;
! Pioviue measuiable input to agency leaueiship on the efficiency anu effectiveness of all IT
piouucts anu seivices in alignment with business objectives;

State of Utah
Department of Technology Services
2014-2017 Strategic Plan
2
! Engage agency leaueiship in iuentifying anu executing automation anu optimization
oppoitunities, incluuing the uevelopment of applications;
! Woik closely with State leaueiship in ueveloping piogiams foi enteipiise automation; anu,
! Tiack anu manage Agency IT opeiational iequiiements against agieeu to seivice levels
engaging BTS anu othei iesouices as iequiieu.

BTS will measuie success thiough the effective achievement of IT Plan objectives, achievement of
taiget seivice levels, anu expectations as uefineu in Seivice Level Agieements. BTS will measuie
anu iepoit achievement of seivices anu functions to Agency leaueiship on a iegulai basis.
Accessibility
The Bepaitment of Technology Seivices will woik closely with the blinu anu ueaf communities in
0tah to impiove the accessibility of the seivices it pioviues, both foi employees as well as the
public. The Bepaitment has uevelopeu stanuaius that piomote the uevelopment of systems that
suppoit this objective.
Mobility
0tah's mobile stiategy auuiesses the following objectives:

1. Inciease the piouuctivity anu effectiveness of the State's incieasingly mobile woikfoice
thiough efficient piovisioning anu technical suppoit.
2. Ensuie that highly mobile 0tah citizens aie able to access anu utilize the State's online
seivices anu infoimation iegaiuless of the platfoim they choose to utilize.

BTS will woik with agencies to achieve these objectives by:

! Pioviuing tools anu iesouices to secuie the mobile woik enviionment;
! Piomoting the use of iesponsive uesign foi web uevelopment;
! Beveloping innovative mobile applications anu seivices baseu on business iequiiements;
anu,
! Naking suie that mobile solutions auuiess the accessibility iequiiements of useis.
Desktop Management
Theie is a neeu to utilize uesktop iesouices in the most efficient anu effective way to ieuuce costs,
simplify opeiations, anu pioviue a high level of customei seivice. BTS has conuucteu an assessment
of the uesktop enviionment, which has iesulteu in a neeu to pioviue viitual Besktop Infiastiuctuie
(vBI). vBI facilitates fastei piovisioning of uesktops to agencies, ieuuces cost of haiuwaie
ieplacements, anu simplifies the uistiibution of softwaie upgiaues. BTS will continue to upgiaue
anu impiove the vBI enviionment in oiuei to make it a moie cost-efficient solution foi moie
applications anu an even wiuei auuience.
Voice and Network
Nanufactuieis aie upuating technology foi voice piouucts that aie not compatible with the State's
cuiient voice system, iesulting in a lack of suppoit anu maintenance. BTS is auopting a conveigeu

State of Utah
Department of Technology Services
2014-2017 Strategic Plan
S
netwoik that will uelivei voice, viueo anu uata on a common platfoim. The conveigeu netwoik
topology will uelivei ieal-time seivices such as voice ovei the existing uata netwoik along with
eveiyuay uata applications, iefeiieu to as voice ovei IP (voIP).

With the expanuing oppoitunities foi both employees anu the public pioviueu by new tools such as
mobile technology, etc., theie continues to be moie uemanu foi the consumption of netwoik
banuwiuth. BTS will continue to analyze anu ieview the neeus of its customeis anu woik
coopeiatively with agencies to uelivei stable anu secuie solutions that suppoit agency business.
Application Development
The Applications that BTS ueliveis to the Agencies aie integial in making the agencies moie
effective in conuucting theii uaily business. BTS must continually meet expectations anu uelivei
high quality piouucts. The Bepaitment will continue to ieview the Application Bevelopment
oiganization anu piocesses in oiuei to meet goals thiough the following actions:

! Seek enteipiise solutions;
! Implement the use of the publisheu Softwaie Bevelopment Life Cycle piocess;
! Seek stanuaiuizeu tool sets;
! Continue to impiove the accessibility of new anu existing applications;
! Cieate new anu enhance applications which aie easily useu via a mobile uevice;
! Realize cost savings thiough the use shaieu of piactices; anu,
! Impiove secuiity contiols.
Project Management
As IT becomes incieasingly integial to the functioning of business piocesses acioss all agencies, the
ability to manage all IT piojects effectively has become essential. BTS must uelivei accuiate iesults
on time anu within buuget, anu continually seek to impiove efficiency anu piouuctivity.

Pioject management tiaining will be pioviueu anu associateu ceitifications will be awaiueu. This
will establish a continuing cycle of pioject management skill impiovement. Tiaining will be in
compliance with the Pioject Nanagement Institute's stanuaius anu the cuiiiculum will pioviue
Continuing Euucation (CE) houis to those pioject manageis who have obtaineu theii Pioject
Nanagei Piofessional (PNP) ceitification.

Pioject lifecycle woikflow will be establisheu to pioviue a uisciplineu continuity to the piogiession
of a pioject fiom the iuentification of a neeu to the successful closeout of the pioject. Nanuatoiy
ieviews will be maue at key inteivals thioughout the life of each pioject. Key pioject inuicatois aie
monitoieu continuously via BTS Bashboaiu Netiics.
Data Integration
The State of 0tah cuiiently has in excess of 1,uuu opeiational uatabases acioss all State agencies.
Although these uatabases contain a wealth of infoimation that is of value to State goveinment anu
the people of 0tah, much of this infoimation is uuplicateu, as is the time anu effoit to keep it cuiient.
BTS will suppoit an enteipiise appioach to uata management thiough the following actions:

State of Utah
Department of Technology Services
2014-2017 Strategic Plan
4
! Iuentify piimaiy anu seconuaiy souices of uata;
! Iuentify uata iepositoiies that aie shaieu anu suppoiteu by moie than one single agency
anu oppoitunities to uevelop those souices as enteipiise iesouices;
! Simplify anu stanuaiuize the state's uatabase anu uata waiehouse enviionments;
! Nake enteipiise business intelligence anu uocument management solutions easiei to use
anu accessible foi state agencies; anu,
! 0puate the existing enteipiise stiategy foi iuentity anu authentication.
Digital Government
A 2u12 assessment of 0tah's online seivices by the Centei foi Public Policy anu Auministiation
iuentifieu the tiemenuous economic value of these seivices. With an aveiage of ovei 1.S million
unique visitois to 0tah.gov eveiy month in 2u1S, this is peihaps the most impoitant point of
inteiaction foi most citizens with state goveinment. BTS will continue to suppoit the uevelopment
of cost-effective online seivices foi 0tah citizens anu businesses in collaboiation with state agencies.
Green IT
Clean eneigy is a top piioiity in 0tah, as a means to impiove efficiency, ieuuce eneigy uemanu anu
enhance the enviionment while saving money anu cieating jobs. The Bepaitment of Technology
Seivices has iuentifieu uieen IT as a way to ieuuce inteinal costs anu save eneigy while pioviuing
equivalent oi bettei seivice to customeis. The Bepaitment will incoipoiate the uieen IT initiative
into eveiy aiea of stiategic focus anu will continue to woik with customeis to implement stiategies
that suppoit this peispective. All equipment puichases maue by the Bepaitment will be consistent
with eneigy efficient stanuaius.
Plan Execution and Measurement
Infoimation technology stiategic goals anu initiatives shoulu be measuiable in teims of iesults,
completion of ueliveiables, anu auheience to cost estimates anu pioject timelines. The BTS Netiics
Bashboaiu will be utilizeu to measuie BTS success in achieving goals anu will uemonstiate aieas
wheie impiovement is neeueu. BTS will continue to uevelop metiics baseu on the Stiategic Plan
that will be useful foi the Bepaitment, anu will enable bettei business piactices anu measuiements
foi the success in pioviuing excellent seivice to customeis.
The BTS Stiategic Plan will be utilizeu foi the IT Plans as uevelopeu by agency business
iequiiements. BTS 0peiation Plans will be uevelopeu in oiuei to ensuie successful execution of the
stiategic goals. The BTS Annual Repoit will highlight the accomplishments anu activities uuiing the
yeai, as uefineu in 0tah Coue Section 6SF-1-2u1.