Information & Technology provides city-wide leadership in modernizing City services through the strategic investment, development and management of the City’s Information Technology (IT) systems including:

  • Critical Business Systems delivery and support for City Programs and service delivery to residents, businesses and visitors.
  • IT foundation infrastructure capacity that is adaptable to sustain and meet growing demand for City Program business needs.
  • Employee Productivity Solutions that drive service excellence.

Budget Notes

Provide effective shared services that deliver innovative IT business solutions and a secure, reliable and dependable IT infrastructure in support of City Programs and Services and ultimately, the public.

View the Information & Technology Program Map in greater detail.

Information & Technology (I&T) provides city-wide leadership in modernizing City services through the strategic investment, development and management of the City’s Information Technology (IT) systems including:

  • Critical Business Systems delivery and support for City Programs and service delivery to residents, businesses and visitors.
  • IT foundation infrastructure capacity that is adaptable to sustain and meet growing demand for City Program business needs.
  • Employee Productivity Solutions that drive service excellence.

2018 Budget Summary

The total cost to deliver these services to Toronto residents is $130.365 million gross and $76.423 million net.

For 2018, base pressures of $1.930 million are mainly due to operating impacts from capital projects, and annual hardware/software maintenance costs to support city-wide technology application systems and infrastructure. Some pressures were partially offset by reductions and further reductions would significantly impact service levels.

Fast Facts

  • Provided IT support on 1.4 million general inquiries and service requests made to 311 Toronto.
  • Implemented an end-to-end digital process, in support of Municipal Licensing & Standards’ (MLS) digital transformation and innovation, for over 60,000 Vehicle for Hire licenses since 2016 supporting the ride sharing economy, providing modernized service delivery and operational efficiencies.
  • Expanded Open Data for the City to 246 datasets and 1,100+ data files published, providing greater accessibility and transparency to citizens
  • Enhanced the Online Citizen experience for City Services with 16+ million visits annually including new online services such as MyWaterToronto and RentSafeTO.
  • Responded to 186,000 IT service desk calls annually
  • Resolved 37,000+ application requests and 1,300+ changes for over 850 City applications

Trends

  • Growth in IT Services demand continues in support of City business service needs and opportunities to realize efficiencies
  • Technology infrastructure availability is expected to remain at 99.50% through optimization and effective management
  • IT Customer satisfaction rating is 90% in 2017, maintaining the overall satisfaction rate from 2016.
  • A need to ensure IT strategy is supporting residents’ growing digital demands.

Key Service Deliverables for 2018

Information & Technology provides effective shared services that deliver innovative IT business solutions and a secure, reliable and dependable IT infrastructure in support of City Programs and Services in conjunction with Agencies and Commission serving the public.

The 2018 Operating Budget will enable the I&T Programs to continue to:

  • Enhance City Programs and Services in partnership with City divisions and to the public through the delivery and support for over 850+ enterprise and division business systems, including:
  • Respond to 1000+ requests for enhancements and growth of business systems across the City to meet public demands and business needs.
  • Maintain the City’s technology network, application systems and technology infrastructure in a secure, reliable and high performance manner and state of good repair to ensure 7/24/365 availability.
  • Deliver effective Client Support for over 23,000+ City employees through the City’s IT service desk, technical and business application support and IT education.
  • Work collaboratively with Agencies and Commissions to drive innovation and to accelerate enablement efforts associated with the delivery of City services and programs.

Our Key Issues & Priority Actions

  • Business Transformation and modernization initiatives to meet City business objectives, gain service efficiencies and improve customer experience associated with the delivery of City Programs and Services.
  • Partnerships to build and leverage opportunities with the City’s divisions, agencies and vendors to drive customer service excellence.
  • Strategic Governance to ensure effective IT investment priority setting through IT governance with clear alignment to key City business strategies and priorities
  • Organizational Capacity by implementing integrated resource planning for IT services and projects for business and I&T
  • Project/Program Management to enhance IT program and project management maturity across the City to support effective project delivery and success
  • Process and Performance Improvements that focus on key opportunities to streamline, integrate and deliver business value for I&T clients
  • Talent Management to attract and develop a motivated and engaged high performance team and future leaders.

2018 Operating Budget Highlights

  • The 2018 Preliminary Operating Budget for Information & Technology is $130.365 million gross and $76.423 million net, representing an increase of 1.5% to the 2017 Approved Operating Budget. The Program could not meet the budget target due to the operating impacts of capital, however savings were identified through the following measures to help mitigate other base pressures:
    • Base expenditure reductions ($0.423 million).
    • Efficiency savings ($0.463 million).
    • Phase 3 tax funded phase in for pooled capital delivery positions ($1.775 million)
  • Staff complement will decrease by 1.0 from 2017 to 2018.
  • The 2018 Preliminary Operating Budget provides funding for:
    • Growing and supporting the technology infrastructure that supports the City’s operations and services to the community.
    • Implementing enterprise-wide and divisional IT solutions that drive transformation, modernization and innovation across the City to gain service efficiencies and improve customer experience associated with the delivery of City Programs and Services.

The Information & Technology Division provides city-wide leadership in modernizing City services through the strategic investment, development and management of the City’s Information & Technology (I&T) systems. Key elements of the 10-year Capital Plan include:

  • Ensuring a secure, reliable and high performance I&T Infrastructure that is modernized and well positioned to respond to growing business needs and citizen demands.
  • Improving the City’s business processes and systems with a focus on opportunities to streamline, integrate and deliver business value to clients.
  • Driving City business transformation initiatives and innovation to improve customer experience associated with the delivery of City Programs and Services.

The 10-year Preliminary Capital Plan, totaling $420.977 million, has been developed in alignment with, and as a part of, the City’s overall eCity Strategy and I&T Portfolio Integrated Plan that sets direction for prioritized I&T investments across the City.  The 10-Year Preliminary Capital Plan will increase the I&T Division’s future year Operating Budgets by a total of $0.736 million net over the period from 2018 – 2020, for maintenance & support and hosting costs for new systems, services and infrastructure.

Where Does the Money Go?

The 2018 – 2027 Preliminary Capital Budget and Plan totalling $420.977 million provides funding of:

  • $241.208 million to continue the State of Good Repair projects that ensure the reliability and security of IT services, infrastructure, and applications including the replacement of hardware and software assets, as well as network infrastructure and security. Other projects include Domino Decommissioning, SAP System Upgrade, Directory Services Implementation and File Services Migration.
  • $62.962 million in Service Improvement projects that transform how the City delivers services to internal and external clients. Projects in this category include the modernization of the Municipal Licensing and Standards (MLS) licensing system, the Enterprise Work Management Solution, eTime Enterprise Rollout, Open Data Master Plan Implementation, Enterprise Collaboration Foundation and Enterprise Business Intelligence Implementation.
  • $112.656 million in Growth related initiatives that primarily consist of the Consolidated Data Centre project, and I&T foundational projects that expand the City’s technology infrastructure, improve I&T service processes, enterprise solution design and information security.

Where Does the Money Come From?

The 10-Year Preliminary Capital Plan requires:

  • Debt funding of $196.550 million (46.7%) to support the growing demand of I&T assets to keep pace with the expansion of services using technology and digital innovations and drive efficiencies and modernization across City Programs and Services.
  • Additional capital financing of $224.427 million (53.5%) to be provided from reserve/reserve funds, primarily to fund the City’s Technology Asset Lifecycle Management program.

State of Good Repair Backlog

The City has established a well-defined Lifecycle Management plan for I&T assets prioritized for program needs to replace equipment before end of life and as a result does not have a backlog of State of Good Repair for I&T capital assets. Funding in the 10-Year Capital Plan addresses State of Good Repair based on planned lifecycle and ensures business continuity of the City’s technology.

Key Issues & Priority Actions

To ensure continuous service excellence and effective delivery of public facing services, the I&T Division will focus on:

  • Integrated Service Delivery and Digital Enablement
    • Projects such as Enterprise Collaboration Foundation and Electronic Service Delivery ensure solutions are aligned with corporate strategic priorities, are appropriately timed and provide progression towards integration to meet business objectives, gain service efficiencies and improve the customer experience associated with the delivery of City Programs and Services.
    • Focus on optimal and high value investments and ensure priority is given through the I&T Governance process to projects that demonstrate potential for benefits realization and are positioned for strong performance.
  • Ability to Sustain Business Solutions
    • With growing demands from City Programs, there is an increased need for sustainment of systems. New or enhanced systems provide value in City Program services and deliver efficiencies, and there is a resultant need to ensure operating impacts are funded in technology sustainment.
  • Secure, Agile and Accelerated I&T Delivery Model
    • Cyber-security complexity continues to increase with a need to ensure investments and processes are in place to prevent and respond to security demands.
    • Need to address varying levels of divisional readiness.

2018 Capital Budget Highlights

The 2018 Preliminary Capital Budget for Information Technology of $58.518 million, excluding carry forward funding, will:

  • Invest $18.361 million to replace aging enterprise servers, network assets, and the City’s workplace technology to better position the City to serve its clients through technological innovations.
  • Continue funding the Consolidated Data Centre project ($4.105 million). This will eliminate the need to continue leasing space and provision for smaller City divisions to rationalize into a primary, more resilient site, with a secondary backup and non-critical applications site.  It will also allow Agencies and Corporations to relocate or offload additional capacity onto the City-managed sites.
  • Continue initiatives to improve service levels such as the modernization of the MLS licensing system ($2.972 million), roll out of the Enterprise Electronic Timesheet system ($1.441 million) and provide for Disaster Recover/Business Continuity planning ($1.680 million)