City of Scottsdale 2025-2027 IT Strategic Plan Update: July 15, 2025 Contents IT Goals & Operating Model Strategy & Business Alignment Message from the CIO IT Goals IT Mission, Vision and Strategic Principles IT Metrics & IT Performance Management Goals IT Strategy on a Page Next Steps & Refresh Strategy Business Support Initiatives IT Excellence Initiatives Innovation Initiatives Key IT Initiatives Visualization (Roadmap) Message from the CIO Introducing City of Scottsdale’s Strategic Technology 2025 -2027 Plan: A Vision for the Future As Chief Information Officer for the City of Scottsdale, I am proud to unveil our new comprehensive three-year Strategic Technology Plan. This forward-looking roadmap will guide our city through the evolving digital landscape, ensuring we remain resilient, innovative, and steadfast in our commitment to delivering exceptional service to our community. In an era where technology drives progress, this plan is not just a guide—it is our commitment to lead. It empowers us to harness emerging trends, adapt to the dynamic economic climate, and deliver unparalleled services to our vibrant community. At the heart of this vision are five strategic priorities that shape our path forward: Bianca Lochner CIO, City of Scottsdale • Community Engagement: Strengthening connections through meaningful technology. • Innovation Powered by People: Unlocking the brilliance of our teams and residents. • Artificial Intelligence: Leveraging cutting-edge AI to enhance city services. • Cybersecurity: Safeguarding the city and its residents in a digital-first world. • Data-Driven Transformation: Using insights to inform smarter decisions and policies. This plan is the product of collaboration, dedication, and a shared belief in Scottsdale’s potential. It reflects the expertise and passion of our city leaders, IT professionals, and community partners. Together, we continue to position Scottsdale as a national leader in technological innovation, ensuring our city doesn’t just keep pace with change but drives it. Technology is the engine of progress in every corner of our city, from powering essential municipal services to solving the most complex challenges. It is a force multiplier that improves the daily lives of our residents—enhancing how we live, work, and thrive. None of this would be possible without the incredible professionals across all city functions who live and breathe our vision every day. These individuals are innovators, problem-solvers, and, most importantly, champions of public service. Their dedication inspires me daily and drives our collective success. On behalf of our IT team, we are honored to serve this vibrant community and remain steadfast in our aspiration to be as exceptional as the city we serve. Together, we will continue driving operational excellence through innovation and digital transformation. IT supports City of Scottsdale’s organizational mission and vision Business Mission Vision IT Simply Better Service for a World-Class Community. Scottsdale will continue to be an exceptional Sonoran Desert experience and premier international destination, where our Western heritage is valued. Our diverse neighborhoods foster outstanding livability, connectivity, healthy lifestyles, and a sustainable environment. Scottsdale will thrive by attracting and retaining business centers of excellence that encourage innovation and prosperity. Our mission & vision helped determine IT guiding principles: The following guiding principles define the values that drive IT strategy and provide the criteria for planning horizon. Mission To empower business stakeholders with reliable, secure, and resilient digital solutions that benefit the city and community. Vision To be a world-class public service information technology leader, driving operational excellence through innovation and digital transformation. • We encourage innovation, trying new things and are early adopters. • Data and security standards are non-negotiable. • We focus building IT skills and knowledge and staying relevant. • We promote simplicity, ease of use, reduced complexity and economy of scale. • Enterprise value and business goal alignment is the “north star” for both the business and IT • Optimize > Buy > Build: leverage existing first, then look at XaaS before building your own • IT governance as a backbone of decision making in IT • We provide value for the business and solutions that solve problems IT will enable city goals in accordance with the General Plan 2035 Strategic Objectives & Organization Goals Exceptional Experience Collaboration and engagement Website - communicate with the public Community envolvment Improve public feedback mechanism - Kiosks and public location for connectivity - planning and implementation Community envolvment Develop the IT perspective of the Smart City initiative Community envolvment Architecture for data model to support Smart city initative Healthy community Website - communicate with the public Healthy community IT modernization of public service Community well-being Housing Outstanding Livability Sustainability and environment Connectivity Community Prosperity Revitalization Innovation and prosperity Distinctive Character IT Initiative Organizational / Business Initiative Community envolvment Website - communicate with the public IT Goal Communities and Workforce Engagement Infrastructure Modernization Infrastructure Modernization Communities and Workforce Engagement Infrastructure Modernization Communities and Workforce Engagement Infrastructure Modernization Housing IT modernization of public service Safety GIS - spacial data to support decision making (collection, maintaining and analysis) Data Enablement Open space Data services/science- use data to support decision making Data Enablement Environmental planning Data services/science- use data to support decision making Data Enablement Environmental planning GIS - spacial data to support decision making (collection, maintaining and analysis) Data Enablement Environmental planning ML - building tools/models/ capabilities to support business needs Data Enablement Conservation Data services/science- use data to support decision making Data Enablement Conservation GIS - spacial data to support decision making (collection, maintaining and analysis) Data Enablement Conservation ML - building tools/models/ capabilities to support business needs Conservation Website - communicate with the public Water resources Edge computing Data Enablement Communities and Workforce Engagement Infrastructure Modernization Water resources Smart Devices deployment - support buisness projects Infrastructure Modernization Energy Edge computing Infrastructure Modernization Energy Data services/science- use data to support decision making Circulation GIS - spacial data to support decision making (collection, maintaining and analysis) Circulation Website - communicate with the public Bicycling GIS - spacial data to support decision making (collection, maintaining and analysis) Bicycling Website - communicate with the public Bicycling Trail issue reporting using maps fucntionality Neighborhood Preservation & Revitalization GIS - spacial data to support decision making (collection, maintaining and analysis) Conservation, Rehabilitation & Redevelopment GIS - Near Infrared Imagery Public Services & Facilities Supporting deployment of new hardware to field workers Infrastructure Modernization Public Services & Facilities Enhance reliability and resilience of IT services Infrastructure Modernization Public Buildings Provide consulting support for the IT component of physicall security Economic Vitality GIS - spacial data to support decision making (collection, maintaining and analysis) Tourism Website - communicate with the public Tourism Support networks and infrastructure for major city events Education LMS - education for the public for technology CHARACTER & DESIGN ELEMENT GIS - create and maintain spacial data to support decision making CHARACTER & DESIGN ELEMENT Website - communicate with the public CHARACTER & DESIGN ELEMENT Data services/science- use data to support decision making Data Enablement Communities and Workforce Engagement Infrastructure Modernization Communities and Workforce Engagement Data Enablement Communities and Workforce Engagement Data Enablement CHARACTER & DESIGN ELEMENT IT Modernization of current public services to the people Infrastructure Modernization CHARACTER & DESIGN ELEMENT IT excellence - IoT data gathering and management to support city initiatives Character and culture LAND USE ELEMENT Automation of classification of imagery for fire conservation efforts (preserve) - ML based?? ARTS, CULTURE & CREATIVE COMMUNITY ELEMENT Website - communicate ARTS, CULTURE & CREATIVE COMMUNITY ELEMENT Development of community-wide calendar - provide IT support ARTS, CULTURE & CREATIVE COMMUNITY ELEMENT Supporting data collection and analysis efforts for business orgs ARTS, CULTURE & CREATIVE COMMUNITY ELEMENT Support application portfolio management effort for upcoming needs of the buisness partners/stakeholders IT Goal / Themes Data Enablement AI Enablement Cybersecurity Resilience Application Modernization Data Enablement Data Enablement Communities and Workforce Engagement Data Enablement Communities and Workforce Engagement Data Enablement Communities and Workforce Engagement Data Enablement Data Enablement Cybersecurity Resilience Data Enablement Data Enablement Communities and Workforce Engagement Communities and Workforce Engagement Data Enablement Infrastructure Modernization Data Enablement Infrastructure Modernization Description Assessing new AI solutions to integrate AI capabilities into city operations. Strengthening our cybersecurity posture with investments in advanced threat detection, risk management, and comprehensive staff training programs to safeguard critical city data and services. Replacing and modernizing outdated legacy platforms, offering increased automation, better integration of citywide functions, and enhanced data reporting capabilities to ensure efficient processes, improved transparency, and optimized resource management. Enhancing citizen experience though modernizing the website and offering more communication tools and ways to engage; investing into internal workforce skill and career development as well as supporting adoption of organizational change management. Implementing a comprehensive data strategy to improve data collection, integration, and analysis. Developing a centralized data platform to support data enablement across departments, enhance operational efficiency, and improve transparency. Upgrading and modernizing IT infrastructure and networks to enhance performance, reliability, and security for faster connectivity, enhanced disaster recovery, and business continuity capabilities through cloud-based backups and redundant systems to ensure uninterrupted city services. IT key initiatives in 2025-2027 can be categorized three ways Support Major Business Initiatives 1 Business Support + IT Key Initiative Plan Our top initiatives collectively support our business goals and corporate initiatives and improve the delivery of IT services. 2 IT Excellence + 3 Each corporate initiative is supported by a major IT project and each project has unique IT challenges that require IT support. Reduce Risk & Improve IT Operational Excellence These projects will increase IT process maturity and systematically improve IT. Drive Technology Innovation Innovation These projects will improve our future innovation capabilities and decrease risk by increasing our technology maturity. In summary, IT identified 11 major initiatives to support the business 01 Business Support Initiatives ERP initiative HCM initiative Event season network modernization, extension and optimization Community development/planning modernization GIS - spatial data to support decision making (collection, maintaining and analysis) Asset management modernization Supporting SaaS integration effort Utility billing modernization Business process modernization - GIS Data Democratization initiative SPARK enhancements (phase 2) Low code training for tech partners Expand availability, education and use of data and analytics for informed business decision-making across the City and community Analytics program framework/training Supporting deployment of new hardware to field workers Radio systems upgrade/modernization and expansion for public safety In summary, IT identified 49 major initiatives to improve IT excellence and reduce risk (1 of 2) Business process modernization - Web Enterprise Windows 11 upgrade Relocation of Backup Radio site IT audit findings remediation Library website redesign and relocation Economic development website NIST framework adoption initiative PAM strategy and implementation InfoSec enterprise training revamp Business process modernization - Apps Website and related in-house developed external facing apps modernization Data Security Management initiative 02 IAM strategy and implementation IT Excellence ITSM platform replacement Digital Accessibility Initiative Outside plant Fiber Optics installation Cloud migration strategy and implementation Phase 0-1 IT Sec governance and operations optimization initiative Technical security controls for each department - implementation PC replacement Data Privacy framework development ArcGIS Desktop (UMS &LMS) Modernization to ArcGIS Pro Enterprise and Public network switch replacement lifecycle ArcGIS Enterprise Build and Deployment SASE and network modernization initiative In summary, IT identified 49 major initiatives to improve IT excellence and reduce risk (2 of 2) LIS (Land Information System) Modernization Master data management initiative Employee role-based empowerment (IT upskilling for Exponential IT, updating JDs, create development plans) Enterprise and Public Wi-Fi access point replacement lifecycle Business process modernization - Communication Systems Website enhancement roadmap Phase 2 Cloud data migration POC OCM plan to promote adoption of Expo IT related initiatives Business process modernization - Radio Engineering Upgrade/modernize major transport network for public safety Modernization of in-house developed internal facing applications 02 IT Excellence Build Community of Practice (AI, Data, GIS, Security) Marketing email system migration Brand Collaboration and design initiative Workload desktop modernization Business process modernization - IT Support App discovery and catalogue (ITSM/CMDB) App management governance model rollout Definition of internal service charges for software and data Inside plant cable infrastructure improvements Build a knowledge continuity plan for IT knowledge EA framework implementation Migration of standard reporting to the cloud (Power BI) APM system deployment In summary, IT identified 16 major initiatives to drive IT Innovation 03 Innovation AI strategy and governance initative AI use cases implementation Business process modernization – Cyber Sec Network modernization initiative Azure and AWS cloud connectivity delivery Architecture for data model to support Smart city initiative Improve public feedback mechanism - Kiosks and public location for connectivity planning and implementation eServices citizen auth modernization initiative Develop the IT perspective of the Smart City initiative Social media optimization ML based automation of classification of imagery for fire conservation efforts (preserve) Development of community-wide calendar Relocate Fire Radio infrastructure to the Phoenix partner GIS - Near Infrared Imagery Edge computing and IoT Expansion Trail issue reporting using maps functionality Our key IT initiatives will result in a draft roadmap to success 01 Business Support 2025 Initiatives ERP initiative HCM initiative Event season network modernization, extension and optimization Community development/planning modernization GIS - spatial data to support decision making (collection, maintaining and analysis) Asset management modernization Supporting SaaS integration effort Utility billing modernization Business process modernization - GIS Data Democratization initiative SPARK enhancements (phase 2) Low code training for tech partners Expand availability, education and use of data and analytics for informed business decision-making across the City and community Analytics program framework/training Supporting deployment of new hardware to field workers Radio systems upgrade/modernization and expansion for public safety Smart Devices/IoT deployment - support business projects Radio systems upgrade/modernization and expansion for fire Document management system upgrade Q1 Q2 2026 Q3 Q4 Q1 Q2 2027 Q3 Q4 Q1 Q2 Q3 Q4 Our key IT initiatives will result in a draft roadmap to success 02 IT Excellence Initiatives Business process modernization – Web Enterprise Windows 11 upgrade Relocation of Backup Radio site IT audit findings remediation Library website redesign and relocation Economic development website NIST framework adoption initiative PAM strategy and implementation InfoSec enterprise training revamp Business process modernization - Apps Website and related in-house developed external facing apps modernization Data Security Management initiative IAM strategy and implementation ITSM platform replacement Digital Accessibility Initiative Outside plant Fiber Optics installation Cloud migration strategy and implementation Phase 0-1 IT Sec governance and operations optimization initiative Technical security controls for each department - implementation PC replacement Data Privacy framework development ArcGIS Desktop (UMS &LMS) Modernization to ArcGIS Pro Enterprise and Public network switch replacement lifecycle ArcGIS Enterprise Build and Deployment SASE and network modernization initiative Q1 Q2 2025 Q3 Q4 Q1 Q2 2026 Q3 Q4 Q1 Q2 2027 Q3 Q4 Our key IT initiatives will result in a draft roadmap to success 02 IT Excellence Initiatives LIS (Land Information System) Modernization Master data management initiative Employee role-based empowerment Enterprise and Public Wi-Fi access point replacement lifecycle Business process modernization Communication Systems Website enhancement roadmap Phase 2 Cloud data migration POC OCM plan to promote adoption of Expo IT related initiatives Business process modernization - Radio Engineering Upgrade/modernize major transport network for public safety Modernization of in-house developed internal facing applications Build Community of Practice (AI, Data, GIS, Security) Marketing email system migration Brand Collaboration and design initiative Workload desktop modernization Business process modernization - IT Support App discovery and catalogue (ITSM/CMDB) App management governance model rollout Definition of internal service charges for software and data Inside plant cable infrastructure improvements Build a knowledge continuity plan for IT knowledge EA framework implementation Migration of standard reporting to the cloud (Power BI) APM system deployment Q1 Q2 2025 Q3 Q4 Q1 Q2 2026 Q3 Q4 Q1 Q2 2027 Q3 Q4 Our key IT initiatives will result in a draft roadmap to success 03 Innovation 2025 Initiatives AI strategy and governance initative AI use cases implementation Business process modernization – Cyber Sec Network modernization initiative Azure and AWS cloud connectivity delivery Architecture for data model to support Smart city initiative Improve public feedback mechanism - Kiosks and public location for connectivity - planning and implementation eServices citizen auth modernization initiative Develop the IT perspective of the Smart City initiative Social media optimization ML based automation of classification of imagery for fire conservation efforts (preserve) Development of community-wide calendar Relocate Fire Radio infrastructure to the Phoenix partner GIS - Near Infrared Imagery Edge computing and IoT Expansion Trail issue reporting using maps functionality Q1 Q2 2026 Q3 Q4 Q1 Q2 2027 Q3 Q4 Q1 Q2 Q3 Q4 IT’s key initiative plan for 2025-2027 comprises 84 initiatives and helps us achieve 6 main IT goals 2 Initiatives AI Enablement Assessing new AI solutions to integrate AI capabilities into city operations. 14 Initiatives Application Modernization Replacing and modernizing outdated legacy platforms, offering increased automation, better integration of citywide functions, and enhanced data reporting capabilities to ensure efficient processes, improved transparency, and optimized resource management. 12 Initiatives Communities and Workforce Engagement Enhancing citizen experience though modernizing the website and offering more communication tools and ways to engage; investing into internal workforce skill and career development as well as supporting adoption of organizational change management. 10 Initiatives Cybersecurity Resilience Strengthening our cybersecurity posture with investments in advanced threat detection, risk management, and comprehensive staff training programs to safeguard critical city data and services. 16 Initiatives Data Enablement Implementing a comprehensive data strategy to improve data collection, integration, and analysis. Developing a centralized data platform to support data enablement across departments, enhance operational efficiency, and improve transparency. 30 Initiatives Infrastructure Modernization Upgrading and modernizing IT infrastructure and networks to enhance performance, reliability, and security for faster connectivity, enhanced disaster recovery, and business continuity capabilities through cloud-based backups and redundant systems to ensure uninterrupted city services. IT’s key initiative plan for 2025-2027 includes 2 initiatives for AI Enablement goal 2 Initiatives AI Enablement Assessing new AI solutions to integrate AI capabilities into city operations. • AI strategy and governance initative • AI use cases implementation IT’s key initiative plan for 2025-2027 includes 14 initiatives for Application Modernization goal 14 Initiatives Application Modernization Deploying a modern ERP and HCM system to streamline city operations, improve financial management, and enhance workforce planning. This system will replace outdated legacy platforms, offering increased automation, better integration of citywide functions, and enhanced data reporting capabilities to ensure efficient processes, improved transparency, and optimized resource management. • ERP initiative • HCM initiative • Modernization of in-house developed internal facing applications • Website and related in-house developed external facing apps modernization • Supporting SaaS integration effort • LIS (Land Information System) Modernization • ArcGIS Desktop (UMS &LMS) Modernization to ArcGIS Pro • SPARK enhancements (phase 2) • Business process modernization - Apps • eServices citizen auth modernization initiative • Community development/planning modernization • Utility billing modernization • Asset management modernization • Document management system upgrade IT’s key initiative plan for 2025-2027 includes 12 initiatives for Communities and Workforce Engagement goal 12 Initiatives Communities and Workforce Engagement We launched a new, user-centric city website designed to enhance the digital experience for residents, businesses, and visitors. The new platform features streamlined navigation and accessible design standards, ensuring ease of use for all citizens. Additionally, it offers enhanced self-service options, allowing users to access city services, pay bills, and obtain information more efficiently. • Development of community-wide calendar • Employee role-based empowerment (IT upskilling for Exponential IT, updating JDs, create development plans) • Build Community of Practice (AI, Data, GIS, Security) • Build a knowledge continuity plan for IT knowledge • OCM plan to promote adoption of Expo IT related initiatives • Library website redesign and relocation • Economic development website • Marketing email system migration • Website enhancement roadmap Phase 2 • Social media optimization • Business process modernization - Web • Low code training for tech partners IT’s key initiative plan for 2025-2027 includes 10 initiatives for Cybersecurity Resilience goal 10 Initiatives Cybersecurity Resilience Strengthening our cybersecurity posture remains a top priority, with investments in advanced threat detection, risk management, and comprehensive staff training programs to safeguard critical city data and services. • NIST framework adoption initiative • IT Sec governance and operations optimization initiative • SASE and network modernization initiative • IT audit findings remediation • IAM strategy and implementation • Technical security controls for each department - implementation • Business process modernization – Cyber Sec • PAM strategy and implementation • Data Security Management initiative • InfoSec enterprise training revamp IT’s key initiative plan for 2025-2027 includes 16 initiatives for Data Enablement goal 16 Initiatives Data Enablement Implementing a comprehensive city-wide data strategy to improve data collection, integration, and analysis. This initiative includes developing a centralized data platform to enable real-time insights for informed decision-making across departments, enhance operational efficiency, and improve transparency for city leadership and the public. • ML based automation of classification of imagery for fire conservation efforts (preserve) • Develop the IT perspective of the Smart City initiative • GIS - Near Infrared Imagery • GIS - spatial data to support decision making (collection, maintaining and analysis) • Trail issue reporting using maps functionality • Expand availability, education and use of data and analytics for informed business decision-making across the City and community • Master data management initiative • Definition of internal service charges for software and data • App management governance model rollout • App discovery and catalogue (ITSM/CMDB) • APM system deployment • EA framework implementation • Data Privacy framework development • Cloud data migration POC • Data Democratization initiative • Analytics program framework/training IT’s key initiative plan for 2025-2027 includes 30 initiatives for Infrastructure Modernization goal (1 of 2) 30 Initiatives Infrastructure Modernization Planning to upgrade the city's IT infrastructure to enhance performance, reliability, and security. This modernization effort includes upgrading network infrastructure for faster connectivity, enhanced disaster recovery, and business continuity capabilities through cloud-based backups and redundant systems to ensure uninterrupted city services. • Architecture for data model to support Smart city initiative. • Edge computing and IoT Expansion • Improve public feedback mechanism - Kiosks and public location for connectivity - planning and implementation • Smart Devices/IoT deployment - support business projects • Event season network modernization, extension and optimization • Supporting deployment of new hardware to field workers • Business process modernization - Radio Engineering • Upgrade/modernize major transport network for public safety • Radio systems upgrade/modernization and expansion for fire • Radio systems upgrade/modernization and expansion for public safety • Relocate Fire Radio infrastructure to the Phoenix partner • Relocation of backup sites • ITSM platform replacement • PC replacement • ArcGIS Enterprise Build and Deployment • Business process modernization - GIS • Business process modernization - Communication Systems • Enterprise and Public network switch replacement lifecycle • Enterprise and Public Wi-Fi access point replacement lifecycle IT’s key initiative plan for 2025-2027 includes 30 initiatives for Infrastructure Modernization goal (2 of 2) 30 Initiatives Infrastructure Modernization Planning to upgrade the city's IT infrastructure to enhance performance, reliability, and security. This modernization effort includes upgrading network infrastructure for faster connectivity, enhanced disaster recovery, and business continuity capabilities through cloud-based backups and redundant systems to ensure uninterrupted city services. • Access point replacement lifecycle • Network modernization initiative • Outside plant Fiber Optics installation • Inside plant cable infrastructure improvements • Azure and AWS cloud connectivity delivery • Enterprise Windows 11 upgrade • Workload desktop modernization • Business process modernization - IT Support • Cloud migration strategy and implementation Phase 0-1 • Migration of standard reporting to the cloud (Power BI) • Brand Collaboration and design initiative • Digital Accessibility Initiative IT will report back KPIs that are meaningful to the business and represent progress made against main IT goals IT Goal Data Enablement Cybersecurity Resilience Metric 1. Data quality scorecard 2. Overall residual risk score related to data (% of enterprise residual risk score) 3. Data maturity score 1. Adherence to cybersecurity SLAs (%) 2. Overall residual risk score related to cybersecurity (% of enterprise residual risk score) Application Modernization 1. Applications alignment/fitness to business capabilities (% of portfolio) 2. Overall residual risk score related to applications (% of enterprise residual risk score) 3. Obsolete applications (% of portfolio) Communities and Workforce Engagement 1. 2. 3. 4. AI Enablement Infrastructure Modernization Existence of personal development plan (% of IT workforce) Non-mandatory IT training consumption (% of IT workforce) Customer satisfaction score (business customers) Customer satisfaction score (people of the City) 1. AI Maturity score 2. Overall residual risk score related to AI (% of enterprise residual risk score) 1. Adherence to infrastructure SLAs (%) 2. Overall residual risk score related to infrastructure (% of enterprise residual risk score) IT will require the following enablers to be able to deliver on the strategy that supports the City plan Needs Collaboration with a research and advisory organization to provide consulting services AI and cloud training Funding for cloud OPEX vs CAPEX Upskilling programs for tech partners Additional resources (PM specifically) and headcount (FTE and contractors) Technical training for SW developers, system engineers, security team Support from HR on recruiting and retention of talent in highly competitive areas Retooling for DevOps and training on the new tools Investment in network connectivity Automation tools Next steps & refresh strategy Touchpoint Scope Participants Timeline Qtly touchpoint Review schedules Update priorities Gather metrics Celebrate wins IT leadership Technology partners Business leaders Every quarter Annual refresh Confirm goals alignment and prioritization via survey Confirm funding IT leadership September every year Next step Timeline Publish the updated plan internally July 15, 2025 Publish the update plan on the city’s website July 31, 2025 Present the strategy at the Leadership Forum March 31, 2025 Design and post IT strategy to web April 30, 2025 First quarterly review touchpoint September 15, 2025 Submit budget proposals for FY 2026-2027 December 15, 2025