Office of the CIO Clark County Technology Strategic Plan - 2020 to 2022
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Office of the CIO Clark County Technology Strategic Plan 2020 to 2022
Table of Contents
A Message from the CIO i
Our Technology Plan & Community Input 1
Our Commitments 4
Technology Roadmap 14
Clark County Information Technology
Powering Clark County Through Service, Technology & Innovation
A Message from the CIO
I am lucky to live and work in one of the fastest
growing and most dynamic counties in the
country. Clark County is always exciting! From
the millions of visitors that come to enjoy Las
Vegas each year, to the vast number of new
residents and companies that are relocating to
Clark County, this is a region that is thriving.
The County prides itself on providing outstanding
services to its residents, visitors and businesses.
In order to deliver that outstanding service, our
County employees rely on technology to do their
jobs. We are living in extraordinary times with
COVID-19. These unique circumstances, despite
the terrible impact on many of us, have also
highlighted the important role of technology in
addressing societal needs.
I am honored to work with the men and women of
the County’s Information Technology Department.
Our team of nearly 200 employees are dedicated
to providing service, technology, and innovation to
our fellow County employees– and now more
than ever, climate sustainability is also top of
mind for us. Through the power of technology, we
will enable our fellow County employees to better
serve our residents, businesses and visitors, both
now and in the future.
Nadia Hansen,
Chief Information Officer
i
Powering Clark County
Our Technology Plan
Clark County is Nevada’s epicenter for growth, technology and civic
innovation. We must use the technology assets we already have to
enhance the quality of life for our citizens while also becoming what is
commonly referred to as a “Smart Community.”
Our County is a global leader in tourism, with nearly 90% of Nevada’s
$1.7 billion gaming and hospitality tax revenue generated in Clark
County. The world-famous Las Vegas Strip attracts 42 million visitors a
year and has enabled McCarran International to grow into the nation’s
8th busiest airport. Beyond tourism, the County is experiencing
substantial growth in our tech community. The County is developing a
national reputation as a startup friendly business environment,
increasingly attracting high profile pilots and projects to support
autonomous mobility, 5G and blockchain incubation, as just a few
examples.
Leading innovation in the use of technology is the job of the Clark
County Information Technology Department. The following document
details our commitments to enabling the agencies we serve to work
better, faster and smarter.
1
What the community asked for:
In developing this plan, we asked the community what they wanted from
technology and from our community portal for county services. Here is what
community members said…..
“ An easier way to
access important
information such as
what district I live in,
and who is my
“ A keyword search
that will only take
you to places on
the County
website.
”“ ”
Commissioner.
“ Easier
navigation and
a less clunky
website. More
An easy ‘Request
for Service’
function that
actually
”
photos. functions.
“ Smartphone
compatibility.
“ Simple, easy to
follow. No wasting
time waiting for
”
”
photos or
”
downloads.
““ Current news, projects,
direct link to county
meetings, associated
minutes and events in the
”
landing page.
2
Clark County Information Technology…
Powering Clark County Through Service, Technology & Innovation
Our
Unleashing the possible for DCVision
in the digital age. Mission
As a strategic business partner, we modernize to provide intuitive and convenient
access to Clark County integrated services.
Our Commitments
Continuous Modernization of Infrastructure & Operations
Deliver Ensure
consistent & Engage our Provide Maximize
quality of cost
valued employees automation
services and efficiency &
services that and mobility
secure data through
standardiz-
that
exceed of the ongoing
ation of IT
improves
expectations County training and
productivity operations
of the residents development
and
of County
departments and activities.
investments.
employees.
we serve. departments.
Enablement of Innovation & Citizen-Facing Services
Collaborate Establish a Enable Health Provide Provide access
and partner data & & Human modern to services
with regional analytics Services technology and
organizations program to agencies to services that information
to accelerate enable efficiently and enable public through
innovation. effective, innovatively safety modern
fact-based provide agencies to citizen
decision services. serve the engagement
making. community. portals.
Our commitments
1
Deliver consistent & valued services that exceed
expectations of the departments we serve.
Our Department provides enterprise technology services to Clark County
agencies. From desktop support, to email, to radio infrastructure the services
we provide are critical to the agencies we serve. These are services that all of
our County agencies need so they can focus on what they do best — serving
our residents, businesses, and visitors.
We recognize that the agencies as well as greater community we serve
deserve reliable, customer-centric and consistent services. As such, we are
committed to increasing transparency, efficiency, and innovation in the
services we provide.
How will we get there?
❑ Measure and report on key IT ❑ Establish a continual improvement
services & performance. process to better manage
workload and gain efficiencies.
❑ Provide innovation and digitally
enabled services for the ❑ Invest in technologies to process
community and the information/applications faster.
departments we serve.
Information Technology recognizes that to best
“ serve agencies, we need to ensure we are
always focused on the departments we serve
and understanding the services those
departments need and how to best provide
them.
”
Les Lee Shell, Chief Administrative Officer 4
Our commitments
2
Ensure quality of services and secure data of the
County residents and departments.
Clark County, like other government agencies, faces increased cybersecurity
risks as hackers seek to disrupt government agencies across the country.
These attacks pose real threats to government agencies, as across the
country we have seen agencies attacked and threatened for ransom.
Each day cyberattacks become more sophisticated, more prevalent, and
difficult to prevent. IT is committed to meeting this challenge head-on by
making cybersecurity one of our top priorities.
We are committed to a security posture that emphasizes best-in-class
practices and to ensuring our infrastructure and applications are optimized.
We are also committed to working with other federal, state and local
agencies on joint security efforts.
How will we get there?
❑ Secure public data through ❑ Provide infrastructure and security
implementation of security and upgrades to guard against
risk management best practices. security breaches.
❑ Implement quality assurance best- ❑ Work with County Departments on
practices for application Disaster Recovery Plans.
development services. ❑ Collaborate with other regional,
state and federal agencies on
joint cybersecurity initiatives.
“
In Clark County, we adhere to nationally
recognized security standards in our
efforts to proactively ensure Clark County
is safe from cyberthreats.
2
”
Robert Vega,
Deputy CIO
5
Our commitments
3
Engage our employees through ongoing training
and development activities.
Our employees are our greatest assets. In this rapidly changing technology
landscape, ensuring our employees are well-trained and equipped to tackle
any upcoming technical development is critical to our success. Increasing use
of Cloud, data and analytics, AI and Machine Learning are all examples of
rapidly expanding technologies that our team is beginning to tackle.
We recognize that we can take several steps to support our amazing team.
These steps include targeted training for all employees, appropriate training
and onboarding of new employees and modernizing our job descriptions to
better reflect the jobs being performed in this rapidly evolving field.
How will we get there?
❑ Assess and provide targeted, ❑ Provide onboarding and transition
actionable training tied to core services for employees to
IT processes. new positions.
❑ Modernize current IT job ❑ Attract employees through
descriptions to better reflect partnerships with universities
job functions. and other educational programs.
❑ Retain, hire and develop talent to
meet emerging technology needs.
We can show our employees how much we
“ value them by investing in their growth and
development through training, mentorship
and a supportive work environment.
”
James Nance, IT Manager
6
Our commitments
4
Provide automation and mobility that
improves productivity of County employees.
As with other government agencies, many of our county employees rely
on mobile solutions to work effectively in the field. Be it a case worker,
fire fighter, building inspector, animal or code enforcement officer, a
large percentage of our county employees best meet the needs of our
residents and visitors through strong mobile capabilities.
Being able to access data in the field, write reports, and communicate with
others are all critical to providing reliable service across the County. Further,
automation can increase efficiency and productivity as well as free up time
for county employees to focus on more complex activities.
How will we get there?
❑ Accelerate the adoption of ❑ Automate manual processes
automation to improve scale and that exist today across the County.
productivity of County ❑ Ensure mobile access for core
departments. county services.
❑ Improve availability of mobile ❑ Support technology solutions that
solutions and data in the
enable workload management.
field for County employees.
❑ Modernize mobility and
transportation deployment of GPS
based signalization for case workers.
“
We are committed to partnering with the
agencies we serve so that our County field
employees are able to serve the community
”
efficiently wherever their work takes them.
Suzanne Noble, IT Manager
7Our commitments
5
Maximize cost efficiency & standardization of IT
operations and investments.
One of our key jobs as public servants is to be good stewards of taxpayer
dollars. As such, we are committed to best meeting the needs of the County
and the Community in the most cost-effective manner. This means focusing
on our internal operations and identifying opportunities to improve how we
work.
As an IT organization, to be efficient and mature in our operations, we must
look at: standardized processes; a service catalog that enables our partner
agencies to understand IT offerings; good project management and oversight
of IT projects; and streamlining our application portfolio.
How will we get there?
❑ Consolidate applicable IT Services ❑ Implement a Project Management
to achieve efficient, consistent program to improve project
processes. outcomes.
❑ Establish a service catalog of core IT ❑ Move from disparate document
offerings. management programs and
automate statutory compliance.
❑ Create a roadmap of the IT projects
❑ Rationalize and consolidate
and initiatives occurring across
the County. redundant applications.
“ We are always working to find ways to work
more efficiently and provide value for
taxpayer dollars.
2
”
Martin Bennett, IT Manager
8Our commitments
6
Collaborate and partner with regional
organizations to accelerate innovation.
As part of becoming a “Smart Community”, Clark County collaborates with
organizations to solve civic problems through data-sharing, technology and
re-imagined public services. We are committed to co-creating solutions with
regional agencies, including the Regional Transportation Commission (RTC),
the Las Vegas Convention and Visitors Authority, academia (e.g., University
of Nevada, Las Vegas (UNLV), College of Southern Nevada (CSN)), law
enforcement agencies, Southern Nevada Health District (SNHD), State
agencies / departments, Clark County School District, Southern Nevada
cities, and nonprofit organizations.
Collaboration will expand the County’s service delivery capacity, prevent or
reduce duplicative efforts, remove jurisdictional barriers and provide more
seamless public services to our citizens.
How will we get there? ❑ Seek out P3 Partnerships – public,
nonprofit and private partners -
❑ Integrate with regional partners to pilot emerging technologies.
across Southern Nevada on
Smart Technology initiatives. ❑ Pursue ‘Startup in Residence’ type
of procurement opportunities
❑ Partner with educational (e.g., Agile procurement).
institutions to provide
internships, attract and retain IT ❑ Support data access and
workforce. integration across multiple
jurisdictions.
“
Our Vision is to transform public service
to Clark County constituents using
collaboration and innovative use of
technologies.
2
”
Yolanda King, County Manager
9Our commitments
7
Establish a data & analytics program to enable
effective, fact-based decision making.
Clark County is committed to becoming a data-driven organization. Around
the world, we are seeing communities utilize data in novel ways. For
example, communities are utilizing Predictive Analytics helping identify
where crimes are likely to take place and, as a result, proactively increase
patrol in those locations to prevent crime.
As the IT partner to our agencies, we are focused on facilitating data sharing
across the County, with citizens, and other County stakeholders. The
preponderance of data that exists across the region should be harnessed
and used to make better decisions and solve problems facing our
community.
How will we get there?
❑ Stand-up a formal data and ❑ Establish a data classification policy
analytics program. and associated processes.
❑ Partner with local ❑ Use emerging technologies and
schools/universities to establish creative means of improving the
data governance and analytics citizen experience by sharing
capabilities. data securely.
❑ Use predictive analytics to inform
data-driven decision making.
Developments in data analytics,
“ machine learning, artificial intelligence
(AI), are providing communities with
unprecedented opportunities to
”
improve how we serve.
Swetha Vemula, IT Manager
10Our commitments
8
Enable Health and Human Services agencies to
efficiently and innovatively provide services.
Improving the health and human services across the County provided
to our residents is a priority of the County Commissioners. We are
seeing new approaches to the coordinated delivery of physical
health, behavioral health, housing support, food stability, and other
critical community services.
As an IT organization, we can facilitate the opportunities to establish a
more people-centric, “no wrong door” approach to service delivery
through data-sharing and collaboration with service providers. We can
also support the mobile workforce that carries out many of these social
services through the ability to access and utilize technology and case
management platforms in the field.
How will we get there?
❑ Provide mobile workforce the ❑ Collaborate to provide the needed
ability to access applications out in Case Management platforms to
the field for service delivery. serve the community.
❑ Streamline information and access ❑ Integrate data and information
to family and social services online sharing across health and human
and through other outreach. services agencies.
The coordination of social services, healthcare
“ and behavioral health services should lead to
improved health and well-being through more
efficient and effective use of resources.
Dave Young, IT Manager
” 11Our commitments
9
Provide modern technology services that enable
public safety agencies to serve the community.
Maintaining safe communities and protecting our citizenry is a priority of the
County Commissioners. Globally we are seeing innovations that focus on
improving infrastructure, utilizing predictive analytics and deploying regional
partnerships that result in improved public safety capabilities. For example,
integrated traffic lights can benefit traffic flow and provide crime data. IT is the
backbone to much of this work, and we are committed to continuing and
expanding partnerships with public safety agencies to execute.
How will we get there?
❑ Modernize the microwave system ❑ Collaborate and securely share data
that transports public safety with regional and national public
communications across the County. safety partners.
❑ Ensure timely, accurate public ❑ Modernize justice data.
safety and criminal history data ❑ Support multiple means of
is available to public safety communication and information
officers. sharing among public safety
agencies.
“ IT is working with County Public Safety
agencies to help deploy Smart
technologies while keeping data
secure across the region.
2
” 12Our commitments
10
Provide access to services and information through
citizen engagement portals.
A hallmark of becoming an innovative, dynamic and Smart Community is
direct engagement with the community. Interacting with citizens through
various methods including web access, mobile access and other portals is
essential as technology expands to offer additional means of transacting with
the County. As such, IT is committed to partnering with County agencies to
provide more County services online, additional mobile and online services,
as well as improving the existing County website and portals. IT is also
working to ensure public WiFi is available at County facilities.
How will we get there?
❑ Modernize the County website and
❑ Streamline and increase
streamline reporting and tracking
opportunities for self-service of
of citizen requests.
County Services.
❑ Enable targeted digital
❑ Increase mobile and online
communications to constituents
availability of County services.
and residents.
❑ Provide public WiFi at the
Community Centers and County
Facilities.
“
Increasingly, residents and businesses expect to
connect online with local government the same way
they do with entertainment, retail, and food. We are
”
building new solutions and apps to meet those needs.
2
Bob Leek, Deputy CIO
13Roadmap
2020 2021 2022
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
1 Measure and Deliver Business Value on IT Services
Deliver consistent &
valued services that Provide Digitally Enabled Services
exceed expectations
Establish Continual
of the departments Improvement
we serve. Process
Implement Security and Risk Management Best Practices
2 Implement Quality
Assurance for
Application Dev.
Ensure quality of
services and Infrastructure and Security Upgrades to Guard Against Security Breaches
secure data of the
County residents
and departments. Business Continuity Planning
Collaborate with other regional, state and federal
agencies on joint cybersecurity initiatives
Human-centric Design Center of
3 Excellence
Modernize Workforce Recruitment
Engage our
employees through
ongoing, training Invest in Individualized Training Plans
and development
activities. Onboarding and
Transition
Services
Partner with
Universities and
other ProgramsRoadmap
2020 2021 2022
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Automated Routing to Reduce Carbon Footprint
4 Improve Availability
of Mobile Solutions
Provide Modernize GPS
Workload
automation and Based
Management
mobility that Signalization
improves
productivity of Automate Manual Processes
County employees.
Accelerate Automation
Mobile Access for
to Improve Scale &
Core County Services
Productivity
Application and Platform Rationalization
5 Expand Service Catalog
Maximize cost
Consolidate Applicable Integration Platform
efficiency & IT Services Competency
standardization
of IT operations
Document Management Program
and investments.
Project Management Program
6 Partner with National
Agencies
Agile Procurement
Collaborate and
partner with Integrate with Regional Partners Across Southern Nevada
regional
organizations to
accelerate Start-up in Residence Procurement
innovation.Roadmap
2020 2021 2022
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
7 Stand Up Data and
Analytics Program
Establish a data &
analytics program to Data
Governance
enable effective, fact- Program
based decision making.
Streamline Access to Family and Social Services
8 Online
Enable Health and Provide Mobile Workforce
Application Access in the
Human Services Field
agencies to efficiently
and innovatively Collaborate to Provide
Integrate Data and Case Management
provide services. Information Sharing Platform
Modernize Microwave
9 System
Provide modern Timely, Accurate Public
technology services Safety and Criminal History
that enable public Data
safety agencies to Modernize Case Management
serve the community. System
10 Easy, Intuitive Access to County Digital Services
Provide access to Provide
services and Increase Mobile Access to
Digital Self-
Services
information through Service
modern citizen Remove
Proactive Digital
engagement portals. Barriers to
Communications
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