Information technology kra presentation - jan 2013 ver. 2

Information Technology Team KRA Presentation

April 9, 2023

IT VISION

The vision of ITG is to sustain a quality focused, highly productive, service-oriented and responsive organization based upon City Savings Bank’s brand promise of being a

helpful and reliable bank.

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IT Mission Statement

The mission of IT Group is to exceed CSB customers and other operating units’ expectations by providing secure

information technology infrastructure and innovative, timely and reliable systems that supports efficient delivery of Bank services and to cost-effectively leverage technology

to enable the Bank to meet its business objectives.

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IT STRATEGIC GOALS

1. Business and IT Strategic Alignment2. A Skilled and Knowledgeable IT Workforce 3. Secure & Reliable IT Infrastructure4. Effective and Efficient Management of Desktop Hardware

and Applications5. Management of Software Development Efforts for an

Effective and Efficient Support of Business Processes and Service Delivery

6. Efficient User Support and Quality Assurance7. Effective IT Controls and Standards

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IT Strategic Goals, Objectives and Initiatives

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GOAL No.1 Business and IT Strategic Alignment

Goal Details:Ensuring that the IT organization and technology are aligned with CSB’s Business mission, goals and objectives throughout planning and execution

Objective:Ensure that CSB’s future technology needs and IT Services are planned, strategically aligned and prioritized according to Bank needs and objectives in an optimal manner ensuring that clear guidance is known as to how IT decisions are made.

Initiative:Periodically review, revise and update the IT strategic plan, at least once a year. This includes the development of annual IT Tactical Plan to implement the IT strategic plan.

Deliverables: IT Strategic and Tactical Plan

Budgetary Cost: N/A Start Date:

Periodic review of deliverables (monthly updates)

Expected Completion Date:

Done – for approval

Responsible TL: Bong TiamzonStaff Resource:

IT Department Heads

Dependencies: Corporate Strategic Plan


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GOAL No.2 A Skilled and Knowledgeable IT Workforce

Goal Details:Aligning the IT organization’s structure and skills with the needs of the Bank, while promoting employee learning and satisfaction

Objective A:Improve the IT Organization through realignment of functions based on industry best practices to have an effective and efficient delivery of information technology services for the Bank.

Initiatives:

1. Identify core competencies necessary to assure business/IT alignment2. Ensure continued alignment of information technology manpower in support of organizational

goals and objectives.3. Define clear lines of responsibilities to improve internal IT collaboration and teamwork.

Overlapping responsibilities will be eliminated. 4. Provide an inventory of IT services and assign tightly-coupled or similar services to the same

team. 5. Devise an organizational structure that is more adaptive and responsive to changes in technology

and business needs

Deliverables: Manpower Plan, Training Plan

Budgetary Cost:

Manpower Plan N/A

Start Date:

N/AExpected Completion Date:

Done - Approved

Training Plan PHP 1,808,208 January 4, 2013 March 15, 2013

Responsible TL: Bong Tiamzon Staff Resource: IT Department Heads

Dependencies: Approved Training Budget


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GOAL No.2 A Skilled and Knowledgeable IT Workforce

Goal Details:Aligning the IT organization’s structure and skills with the needs of the Bank, while promoting employee learning and satisfaction

Objective B: Increase Technical Proficiency and Expertise

Initiatives:

1. Implement a comprehensive approach to IT employee technical development by developing a Technical Training Plan to ensure excellence in IT delivery across the Bank.

Provide training opportunities to IT staff to keep current and learn new technologies they are required to support and encourage staff to obtain certifications where appropriate.

Increase cross training on critical systems for IT staff.2. Coordinate with Human Resources to set minimum technology proficiency standards and

identify critical applications for new hires and apply the standards in job descriptions, requirements and evaluations.

3. Require that training for users and IT support staff is a component of the purchase of any new information technology system.

Deliverables: Training Plan

Budgetary Cost: PHP 1,808,208 Start Date: January 4, 2013Expected Completion Date:

March 15, 2013

Responsible TL: Bong Tiamzon Staff Resource: IT Department Heads

Dependencies: Approved Training Budget


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GOAL No.3 Secure & Reliable IT Infrastructure

Goal Details:Defining and operating the Infrastructure and underlying architecture for long-term IT support of CSB business capabilities.

Objective A:Implement adequate system, tools and infrastructure to be truly outcome-driven, customer-focused, employee-enabled, accountable, efficient, and transparent.

Initiatives:

1. Implement tools and best practices that make routine tasks such as server administration, network troubleshooting less time consuming and burdensome.

2. Continue improvement of branches links through load balancing and redundancy (secondary service provider or digital radio link whenever possible).

3. Monitor technology evolution to cost effectively improve network throughput to branches. 4. Enhance network management pro-active support capability by implementing an enterprise Network

Management System.5. Reduce network infrastructure costs and improved network throughput by participating in the

Group’s Network Rationalization initiative (AEV). 6. Reduce regional voice communication costs by routing regional phone calls over existing data

networks via Voice over IP technology. 7. Institute a capacity management program to better address server and storage requirements.

Deliverables:Implementation of Network and Server Monitoring Tools, Branches Links Redundancy, Network Redesign and Upgrade, Network Rationalization, VOIP Implementation (HO Telephone System), Demand and Capacity Management Plan


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Budgetary Cost:

Implementation of Network and Server

Monitoring N/A (Freeware)

Start Date:

January 22,2013


January 29,2013

Branches Links Redundancy (existing

branches)

PHP 120,000 (one-time cost)PHP 60,000 (recurring cost)

StartedContract signing to be completed within January 2013

Network Redesign and Upgrade

PHP 4,754,000 February 1, 2013H.O. – April 30, 2013Branches – June 29,2013

Network Rationalization

N/A Started (with AEV) continuing

VOIP Implementation (HO Telephone

System) PHP 2,480,200 March 1, 2013

H.O. – May 31, 2013Branches – July 31,2013

Demand and Capacity Management Plan

N/A January 8, 2013 February 15,2013

Finacle Production Server Upgrade

PHP 6,000,000 Jan 3, 2013 Jan 6, 2013 (Done)

Finacle DR Server Upgrade

PHP 2,500,000 June 1, 2013 July 31, 2013

Storage and Backup Solution

PHP 1,485,000 August 1, 2013 August 31, 2013

Responsible TL:Technology Operations Head (for hiring)/Nilo Singcol

Staff Resource: Infrastructure Management Team, Network Administrator (additional manpower)

Dependencies: Approved CAPEX, Hiring of Technology Operations Manager and Network Administrator


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Objective B:Recognize technology and security trends, and position CSB to benefit from the evaluation of emerging technology and the implementation of proven technology solutions.

Initiatives:1. Identify opportunities to improve service levels through hardware and data redundancy. 2. Preserve and enhance the network infrastructure through an ongoing commitment to upgrade,

extend and diversify its capabilities and support.

Deliverables: Network Redesign and Upgrade

Budgetary Cost: PHP 4,754,000 Start Date: February 1, 2013


H.O. – April 30, 2013Branches – June 29,2013

Responsible TL:Technology Operations Head (for hiring)/Nilo Singcol

Staff Resource:

Infrastructure Management Team, Network Administrator (additional manpower)

Dependencies: Approved CAPEX, Hiring of Technology Operations Manager and Network Administrator


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Objective C:Leverage on the Group’s entire IT investments through group-wide coordination on IT investments/initiatives and the possibility of consolidation of IT systems and services

Initiatives:

1. Work with the group IT (AEV-CSD) to identify opportunity areas for IT shared services / strategic sourcing initiatives.

2. Achieve Data Center Consolidation – Corporate Initiative (AEV). Upon completion of the data centers’ co-location, the CSB will be moving in the direction of virtualization and then establishing common computing services as a unified enterprise strategy (AEV).

3. Continue to look at opportunities for reducing the number of technology environments.4. Establish Disaster Recovery Capabilities - Creation of a more efficient IT environment that includes

additional disaster recovery capability. Identify other major core applications/components that need to be replicated to the off-site/DR facility.

Deliverables: Out-sourcing Plan, Storage and Backup Solution, DRP

Budgetary Cost:

Out-sourcing Plan N/A

Start Date:

Feb 1, 2013


Feb 28, 2013

Storage and Backup Solution

PHP 1,485,000 August 1, 2013 August 31, 2013

DRP N/A part of BCP part of BCP

Responsible TL:

Out-sourcing Plan Bong Tiamzon

Staff Resource:

IT Department HeadsStorage and

Backup Solution, DRP

Technology Operations Head (for hiring)/Nilo Singcol

Infrastructure Management Team, Network Administrator (additional manpower)

Dependencies: BCP, Approved CAPEX, Hiring of Technology Operations Manager and Network Administrator


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GOAL No.4 Effective and Efficient Management of Desktop Hardware and Applications

Goal Details: Managing desktop hardware and applications to ensure effective and efficient support of business goals.

Objective A:Efficient management of desktop hardware and applications from acquisition, setup and installation, end user operation, to administration and support.

Initiatives:

1. Continue to develop and fund a model for the availability of consistent, up-to-date technology and an “acquire, retire, and upgrade” cycle for computers, software, and other information technology.

2. Implement a PC and peripherals replacement program where Bank PCs and related hardware are replaced on a recurring basis. Assume a PC/Desktop life cycle of four years. Replace printers during the five to seven year period. Acquire work group or departmental printers wherever possible.

3. Continue to acquire Windows Operating system and Microsoft Office Professional for each PC/Desktop.4. Institute a formal software licensing tracking program.5. Recommend and implement use of PC/Desktop remote management tools. 6. Implement a physical IT and software asset inventory methodology.

Deliverables:Desktop Replacement Plan, Software Licensing Tracking System, Desktop Remote Management System, IT Inventory System

Budgetary Cost:

Desktop Replacement Plan

N/A

Start Date:

January 15, 2013


February 15, 2013

Software Licensing Tracking

System N/A January 22, 2013 March 15, 2013

Desktop Remote Management

System N/A (Freeware) February 19, 2013 March 19,2013

IT Inventory System

N/A January 22, 2013 March 15, 2013

Responsible TL: Butch Solon Staff Resource:Rose Ygona (Records Management), Tech Support Team

Dependencies: None


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GOAL No.4 Effective and Efficient Management of Desktop Hardware and Applications

Goal Details: Managing desktop hardware and applications to ensure effective and efficient support of business goals.

Objective B: Timely updates of essential desktop tools

Initiatives:Continually monitor the vendor marketplace in areas of desktop applications and tools that are core to the Bank's IT environment.

Deliverables: Desktop Software Inventory (Tracking List)

Budgetary Cost: N/A Start Date: January 15, 2013Expected Completion Date:

February 15, 2013

Responsible TL: Butch Solon Staff Resource: Technical Support Team

Dependencies: None


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GOAL No.5Management of Software Development Efforts for an Effective and Efficient Support of Business Processes and Service Delivery

Goal Details: Effective and efficient delivery of application solutions following best practices and standards

Objective A:Recognize the potential of the new core banking system and leverage its power for an increased operational efficiencies and productivity.

Initiatives:1. Implement Finacle Phase 2 – Loans Module2. Continuous improvement of core banking system. (Enhance the capability of support staff to handle

customization support).

Deliverables: Finacle Loans Module Implementation, Customization Training

Budgetary Cost:

Finacle Loans Module

Implementation USD 335,000

Start Date: Started Dec. 2012


July 31, 2013

Customization Training

Part of Phase 2 Budget

May 6, 2013 May 18, 2013

Responsible TL: Bong Tiamzon/Ramil Tigley Staff Resource:Core Banking System Project Management Team (Core Team)

Dependencies: Quality of Infosys Deliverables, Hiring of Additional User Support


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Objective B: Appropriately manage project risks in IT initiatives involving large and complex projects.

Initiatives:1. Ensure that effective project management methods/framework, including risk management

activities, are followed on all IT projects.2. Comply with the policy and procedure on project Risk rating.

Deliverables: Adopting Best Practices Framework for Project Management

Budgetary Cost: N/A Start Date: ContinuingExpected Completion Date:

Continuing

Responsible TL: Ramil Tigley Staff Resource: Application Development and Maintenance Team

Dependencies: ISMS Policies and Procedures


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Objective C: Improve business process automation

Initiatives:1. Create CSB e-Community (a one stop shop for information portal) - Internal/External/Regulatory

reports, Branch/Employee directory, Policies/Procedures, etc. 2. Support to other business requirements (Central Clearing, Bills Payment, Asset Management)

Deliverables: e-Community portal, Bills Payment Facility, Central Clearing System, Asset Management System

Budgetary Cost: e-Community

portal In-house development

Start Date:

Started (2012)


December 29, 2013

Budgetary Cost: Bills Payment

Facility In-house development

Started (2012)Dependent on Business requirement/target date

Budgetary Cost: Central Clearing

SystemPHP 9,149,750 Started (2012) August 15, 2013

Budgetary Cost: Asset

Management System

In-house development

January 21, 2013 April 15, 2013

Responsible TL: Ramil Tigley Staff Resource:Application Development and Maintenance Team, User Support and QA Team

Dependencies: Hiring of additional developer, Loans successful implementation


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GOAL No.6 Efficient User Support and Quality Assurance

Goal Details:Establish an IT support model that satisfies the diverse needs of the Bank and provide an accurate, valid, real time IT systems that support the business functions

Objective A: Improve User Support Best Practices

Initiatives:

1. Develop service level agreements with end-users and departments.2. Provide enhanced Incident and Problem management by implementing an IT helpdesk system. 3. Establish a feedback mechanism through a periodic Customer Service satisfaction survey.4. Implement a formal approach to IT performance management. It includes collaboration between IT

and business units to define specific IT performance targets and develop a process for measuring and regularly reporting on IT service.

5. Formalize IT service desk processes and procedures (on top of what is included in ISMS).6. Implement methodologies to improve first call resolution. 7. Peer to Peer coaching within and among user support staff to ensure that support is provided in a

consistent manner to all IT customers.

Deliverables: Service Level Management Procedure, IT Helpdesk System, Customer Service satisfaction survey

Budgetary Cost:

Service Level Management

Procedure N/A

Start Date:

Jan 8, 2013


February 23, 2013

IT Helpdesk System

2012 budget August 1, 2012 January 31, 2013

Customer Service satisfaction

survey N/A January 10, 2013 February 9, 2013

Responsible TL: Edwin Lim Staff Resource:User Support and QA Team, IT Controls Officer

Dependencies: SDP PO Approval


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GOAL No.6 Efficient User Support and Quality Assurance

Goal Details:Establish an IT support model that satisfies the diverse needs of the Bank and provide an accurate, valid, real time IT systems that support the business functions

Objective B: Ensure that all applications releases are checked for quality

Initiatives:

1. Improve the quality of Application testing by establishing a structured approach to the testing process through implementation of Test Management Tool.

2. Develop detailed application test plans, conditions, scenarios, cases and related data to attain quality test results and system application.

3. Establish strong collaboration with SMEs and support departments to validate that the software under testing meets the agreed requirement upon acceptance criteria.

Deliverables: Application Testing Standards and Procedures

Budgetary Cost: N/A Start Date: Dec 15, 2012Expected Completion Date:

January 26, 2013

Responsible TL: Edwin Lim Staff Resource: User Support and QA Team, IT Controls Officer

Dependencies: None


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GOAL No.7 Effective IT Controls and Standards

Goal Details: Establish a best practice controls and standards for IT

Objective A:Ensure that appropriate levels of control are in place to protect the IT resources. Develop and maintain appropriate standards, methods, controls and procedures for the use of IT and associated resources.

Initiatives:

1. Formulate and Implement IT Policies and Procedures adopting IT Service Management Standard (lacking policies and procedures not included in ISMS)

2. Identify and establish Best Practice standards and methodologies for technical support, application development and support, database management, disaster recovery, and change management in an effort to standardize support efforts.

3. Ensure best practice change control processes are followed (ISMS).

Deliverables: IT Policies and Procedures

Budgetary Cost: N/A Start Date: March 1, 2013Expected Completion Date:

August 31, 2013

Responsible TL:Edwin Lim/IT Controls Head (for hiring)

Staff Resource: IT Controls Team

Dependencies: Hiring of IT Controls Officer


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GOAL No.7 Effective IT Controls and Standards

Goal Details: Establish a best practice controls and standards for IT

Objective B: As technology evolves, update the security model to continue to protect the bank’s information resources.

Initiatives:

1. Ensure that IT complies with the Information Security System Manual and where deviations from the policies are documented and approved where required.

2. Ensure all IT staff is updated at least annually on the current state of IT security and any updates to the ISMS manual.

3. Ensure any serious IT security incident is reported to the appropriate authority.

Deliverables: IT Security Compliance Checklist, IT Security Design (part of Network Upgrade)

Budgetary Cost:

IT Security Compliance

Checklist N/A

Start Date::

February 1, 2013Expected Completion Date:

Feb 28, 2013

IT Security Design N/A (part of Network upgrade budget)

February 1, 2013 February 23, 2013

Responsible TL:Edwin Lim/IT Controls Officer (for hiring)

Staff Resource: IT Controls Team

Dependencies: Network Upgrade, Hiring of IT Controls Officer

Documents

Information technology kra presentation - jan 2013 ver. 2