Brian Stein, Technology Manager and Lacey Bowden, Business Analyst from the Town of Marana, AZ share the project management framework that the city used to plan and execute its award-winning IT applications. You’ll learn: What steps the city uses to evaluate, select and build sustainable technology systems—and why business analysis is a can’t-skip component. How the city applied this framework to build a new maintenance management system and a mobile reporting application. How to determine common denominators between individual department needs and enterprise IT vision. Future plans to connect ECM as a shared service using this process.

1. An Inside Look at One of
America’s Top Digital Cities
Brian Stein Lacey Bowden Joe King Lisa Miyake
Technology Manager - Applications Business Systems Analyst Presales Engineer Government Specialist
Town of Marana Town of Marana Laserfiche Laserfiche

2. Agenda
‣ Introduction to Town of Marana, AZ
‣ Department’s Restructuring
‣ 5 Tips for Creating a Project Framework
‣ Project Framework in Action
‣ Future Projects

3. Introduction to Town of Marana, AZ
• Population: 34,000
• Employees: 324 FTE
• Technology Services: 12 FTE
• Awarded 2012 Top Digital City in the 30K-74,999 population category
• Fun Fact: Marana is home to the World Golf Championships’ Accenture
Match Play tournament

4. Town of Marana’s Technology Services
• Business Process Analysis
• Networking
• Mapping
• Systems Analysis
• Database Administration
• Help Desk
• Systems Reporting
• Administrative Support
• Website Administration
• System Selection and Procurement

5. Department’s Restructuring
• Infrastructure
• Manages hardware, network, and helpdesk support
related tasks and projects
• Applications
• Manages business systems selection, implementation,
design and GIS related tasks and projects
• Each division had strong roles in the town’s Digital Cities
application

6. Technology Services Org. Chart

7. Digital Cities Application Highlights
• How we leverage technology to help our organization
navigate the tough economic climate
• Top qualities of the Town of Marana:
• System selection and design
• Business process analysis

8. Applications Division
• Created upon the hiring of our current director
• Expanded the GIS team

9. 5 Tips for Creating a Project Framework
• Established project and business process management
frameworks that included thorough documentation including,
but not limited to:
1. Requirements gathering
2. Process mapping
3. Work breakdown
4. Database design
5. End-user testing

10. Creating a Project Framework

13. Project Framework in Action
Two projects highlighted in the town’s Digital Cities application:
• Maintenance Management System (MMS)
• Town’s Mobile Reporting Application

14. Maintenance Management System
• Defined “System” as a program with supporting projects
 Create inventory control system
 Create work management system
 Create equipment management system
 Create asset ID and inspection system
• All projects had defined manager, stakeholder, and team
• Reporting capabilities and business analysis functions run on
databases
• Allowed all levels of management to make quantifiable
decisions
• As a newer enterprise information system, its viability was
increased by integrating with business analysis, both
functionally (by staff) and technically (by reporting)

15. Water Inventory DFD

16. Town’s Mobile Reporting Application
• Managed with same project framework as MMS program’s
projects
• Business processes integrated in a wider manner throughout
the organization
o Documentation of department alignment was critical
• Once integrated with our MMS and business reporting
components, identifying and taking action on various
elements of existing processes allowed the organization to
increase efficiencies when handling citizen’s requests

17. Process for Requests Submitted
Initial Request
Submitted and sent to
Lead Adminsitrator via
e-mail
Lead Adminsitrator Lead Adminsitrator
sends request to sends request to
Lead Administrator
Internal Contact and Internal Contact and
Changes Status to
then changes status of then changes status of
“Cancelled”
request to “Referred To request to “Referred To
Dept” Dept”
Internal Contact
processes request and
Internal Contact works
updates Lead
on issue. Lead
Adminstrator. Lead
Administrator changes
Adminstrator changes
status to "In Process"
status to “Closed” once
completed
Internal Contact
processes request and
updates Lead
Adminstrator. Lead
Adminstrator changes
status to “Closed” once
completed

18. Upcoming…
• Leverage Laserfiche to grow IT-Business trend
• Laserfiche has strong potential to provide the best business
value
• Vision is that Laserfiche will be used as a shared service
across the enterprise
• Upgrade our existing web mapping service
• Integrate with other enterprise systems
• Document and redesign current business processes supporting
Laserfiche
• Upgrade permitting system

19. … and Always
• Continue evolving our business process centered
approach to projects
o Maintain the mindset that we are systems supporters,
not the system’s subject matter experts
o Grow our ability to gather requirements; there is
always room for improvement for such a critical task
o Maintain focus on the organization’s needs, as much
as the business unit we are working with
o Integrate when possible; however, know when to take
a step back and verify that a supporting business
process is sustainable
o As always, make sure the end of the project or task is
completed with the best interest of our citizens in
mind

22. Questions?
usergroups@laserfiche.com