Strategic Priorities
2024 – 2027 IT Strategic Plan
The City of Madison’s technology needs continue to rapidly change, increasing the need for technology services. As we continue to change, the needs of our customers change as well. The 2024 – 2027 Strategic Plan for City of Madison Information Technology focuses on prioritizing customer success, service delivery, security, and the integrity of the City’s technology infrastructure.
A Message from the Director
Over the past three years, we have been planting the seeds of the City of Madison’s technology transformation. Now, in 2024, we are realizing this transformation by planning several major projects: implementing Microsoft 365, upgrading and improving our physical network topology, establishing a Cybersecurity program and policies, and addressing the increased demand for integrated technology in City spaces. These major projects along with many others continue our growth toward an innovative and inclusive technology experience for the City of Madison.
I am pleased to present the City of Madison Information Technology (IT) 2024 – 2027 Strategic Plan. This plan incorporates feedback from City staff, City Leadership, and our customers. In developing the IT Strategic Plan, a team of IT employees brought their expertise and experiences to the table, outlining key recommendations for their vision of the Information Technology department in the next three to five years.
The IT Leadership team reviewed and accepted these recommendations, adopting the 2024 – 2027 IT Strategic Plan, focusing on seven strategic priorities: Customer Experience, Digital Inclusion, Digital Workplace, Employee Engagement, Enterprise Business Solutions, Infrastructure and Operations, and Security.
As a department, we need to continue practicing an inclusive mindset when supporting our customers and their digital initiatives. The IT Strategic Plan outlines our strategies for embracing our City’s ongoing digital transformation. In efforts to be best prepared for what this digital transformation will bring, we need to budget proactively to support digital government and sustainable technology. The IT Strategic Plan will guide City decision making and planning as we continue to modernize and innovate our service delivery.
We continue to rely more heavily on technology to engage with customers, create workplace flexibility, and to replace paper processes with automated processes that improve transparency and efficiency. As a City, this digital transformation has encouraged us to further connect our residents to City services and local government. We are bringing City government to our residents, rather than asking residents to come to City government.
We look forward to collaborating with our partners and continuing our digital growth, as we embrace the journey of this digital transformation.
Thank you,
Sarah Edgerton, CIO
City of Madison Information Technology Director
Our Priorities & Strategies
Customer Experience
- Build Partnerships
- Service Management
- Portfolio Management
- Communication
Digital Inclusion
- Connectivity, Access, & Adoption
- Digital Engagement
- User Experience
- Accessibility
Digital Workplace
- Flexible Workplace
- Employee Workstations
- End-user Training
Employee Engagement
- Hiring
- Retention & Promotion
- Staff Training
- Culture Building
- Employee Diversity
Enterprise Business Solutions
- Optimize Processes
- Cloud Strategy
- System Modernization
- Shared Services
Infrastructure & Operations
- Fiber Network
- Incident Management
- Disaster Preparedness
Security
- Security Infrastructure
- Audits & Assessments
- Policies
- Education
Previous Strategic Plans
Information Technology Service Framework
The Information Technology Service Framework brings our strategic priorities, services, service activities, and performance metrics into alignment. This new report provides an overview of how strategic planning synchronizes with technology services and resources to create real impacts in the City of Madison.
The first ever report shares measurements from January 1, 2024 to July 15, 2024.