The Vendor is required to provide development of a target IT operating model services.
- Current state assessment & strategy engagement:
• The recently completed IT assessment and gather insights from city leadership, technology staff, and key departmental leaders to align with the service delivery needs of the organization.
• Review current state documentation, including the recently completed IT assessment report, which includes recommendations on service delivery, governance, operations and customer service.
• Compare the current operating model to best practices and industry benchmarks (i.e., response/resolution rates, performance uptime, etc.).
• Conduct workshops and interviews with internal stakeholders as required. Note: stakeholder engagement notes from digital strategy will be made available to the successful proponent.
• map the current IT organization structure, documenting roles, responsibilities, and existing delivery methods (e.g., in-house, outsourced).
• Ensure Technology alignment with the city’s broader goals, and identify pain points, inefficiencies, and areas requiring improvement.
- Future-state target IT operating model
• Define the optimal future state of IT operations and establish a framework to measure and track success of recommended target IT operating model.
• Design a future-state IT operating model, outlining the target state operating capabilities for the technology department, including, but not limited to the following:
○ Target organizational structure (roles, responsibilities, skill sets).
○ Optimized high level service delivery processes.
○ Recommended governance framework (decision-making, policies, risk management).
• Define workforce requirements, including skills and training needs.
• Define key performance indicators (KPIS) to optimize:
○ IT service delivery efficiency
○ System uptime & reliability
○ User satisfaction levels
○ Incident resolution times
○ Cost savings from sourcing strategies
○ Alignment with city strategic goals
• Establish a monitoring and reporting mechanism to track performance.
- Sourcing strategy & capability delivery model review
• Assess sourcing options for each IT capability using structured evaluation criteria:
○ In-house management
○ Outsourcing (full or partial)
○ Hybrid service delivery models
○ Shared services with other public sector organizations
○ Cloud vs. on-premises technology solutions
• Identify financial, operational, and risk implications of each model.
• Recommend a sourcing strategy that balances efficiency, cost, and service quality, positioning the city to develop the capability to transform, advice, and innovate municipal services in the future. - Gap analysis & implementation roadmap
• Conduct a gap analysis to highlight missing capabilities, risks, and resource needs.
• Develop a roadmap with:
○ Short-term, medium-term, and long-term milestones
○ Change management and training strategies for consideration
○ Resource and budget estimates
• Define key risks and mitigation strategies that the city should consider in the implementation of the future state IT operating model.
- Questions/Inquires Deadline: June 6, 2025