CIO Organization Strategic Plan 2020-2023: Theme: Excellent Service Delivery

Shared goals and expectations for service delivery strengthen partnerships between CIOO staff and customers. Business and CIOO personnel share the responsibility for excellent service delivery and rely on strong communication and trust. Through increased engagement with customers, CIOO staff will have an improved understanding of the FDIC business domain and can anticipate customer needs. Increased knowledge of customer needs and shared goals lead to improved customer satisfaction.

Strong understanding of customer needs helps the CIOO invest in impactful activities while reducing spending in areas with low return on investment. Investing in and executing on a comprehensive multi-year strategic plan and aligning budget and strategy ensures we will pursue strategy over financial performance, and focus on executing strategic initiatives as a first priority.

Service and product delivery are timely and accurate. CIOO maintains a catalogue of self-service-based tools that are customized to meet customer needs. Strong project management improves the delivery of services by ensuring consistent, reliable communication and service. Processes are well-documented, and repeatable, and staff are authorized to make decisions where appropriate. Improved governance means that CIOO staff and customers are empowered, not hindered, by bureaucracy. Internal and external customers maintain awareness of the full suite of IT Services offered by the CIOO, and they understand how new services, products, and processes will affect their business.

Technology enables the secure, reliable, and scalable delivery of services by reducing manual processes and providing access to self-service capabilities. The CIOO improves the use of technology by keeping systems current with the latest features and increasing automation. The CIOO improves our employees’ knowledge, skills, and abilities to meet the demands of this new technology by offering training opportunities, focusing on knowledge management within the organization, and hiring key positions.