NYC Announces Comprehensive Technology Strategy: PlanIT

Mayor Michael R. Bloomberg announced Thursday the release of PlanIT: Better Government through Customer Service, New York City's first-ever comprehensive technology strategy for coordinated, effective and efficient citywide IT implementation. With an overarching theme of customer service, PlanIT outlines 32 technology initiatives, either planned or underway, in a variety of areas of city government, including economic development, public safety, social services, education, community services, citywide administration and legal affairs. Department of Information Technology and Telecommunications (DoITT) Commissioner Paul J. Cosgrave unveiled PlanIT as part of the New York City Technology Forum.

"Over the past six years, we have used technology to make city government more accessible, transparent, and accountable, and launched a number of groundbreaking IT projects, from 311 to our public safety wireless network, NYCWiN," said Bloomberg. "PlanIT provides the roadmap for locking in that progress and establishes a framework for building on these accomplishments going forward. By outlining nearly three-dozen technology initiatives, PlanIT ensures the continuation of wise IT investments to significantly enhance delivery of our services, the performance of our agencies, and the satisfaction of our customers."

DoITT is committed to using information technology to improve customer service for residents, businesses and visitors, providing information and services when and how desired, and eliminating the need to understand how city agencies are organized. Ideally, the city should be viewed as a single provider of services, regardless of how a customer accesses those services, or where they are actually delivered. In developing the plan, DoITT worked with over 130 participants from nearly 40 city agencies over the past year to develop an integrated approach for the city's technology projects.

"PlanIT initiatives will touch every aspect of public life from education to public safety, laying the foundation for a lasting technological platform that will serve to empower both the city's workforce and the public," said Deputy Mayor for Economic Development and Rebuilding Dan Doctoroff. "The city's new Technology Steering Committee will ensure that we complete the technology projects currently underway and will help develop new innovations in the coming years."

"PlanIT's goal is to make city government a seamless, rewarding customer experience, through any channel in multiple languages, at any time of the day or night," said Commissioner Cosgrave. "Dozens of city agencies contributed to and are now to thank for developing this groundbreaking framework."

PlanIT contains 23 public strategic technology initiatives across the city in six categories: Economic Development and Sustainability, Public Safety, Social Services, Education, Community Services and City Infrastructure, Citywide Administration and Legal Affairs. Some examples of these projects are as follows:

• Customer Service Transformation: Callers to 311 will be able to view the status of service requests over the Internet through NYC.gov, to send and receive video or pictures associated with their service requests, and have the option of establishing customer accounts.
• An Integrated Approach to Human Service Management: Building upon the success of ACCESS NYC, a human services management solution will make it faster and easier for residents to receive social services.
• Business Express: Consistent with the idea of having a "one door" entry to services, Business Express will enable users to easily navigate the intricate, multi-jurisdictional landscape necessary to open a business. An enterprise Web "wizard" will step applicants through the permit and licensing requirements specific to their individual situation.

PlanIT also includes nine foundational technology initiatives, ensuring the IT infrastructure is in place to implement the plan's 23 strategic initiatives. These foundational projects include consolidating and greening the city's data centers, creating citywide information security polices and standards, and strengthening the city's backup and recovery capabilities.