Technicity 2019 | Improving the Customer Experience with Government
December 4, 2019 - Arcadian Court, 401 Bay St., Toronto
Sponsored By:
Highlights from Technicity 2019
Technicity 2019 celebrated the power of information technology to transform the public service and the citizen experience in Toronto.
More than 250 private and public sector technology leaders with an interest in public sector transformation and emerging technologies attended.
How governments across Canada are working to deliver digital government.
At the day-long conference technology experts and senior city leaders discussed issues ranging from open data to cyber security and the role of technology in improving the customer experience. City of Toronto projects were used as case studies with associated panels and individual presentations providing insights and best practice advice.
For the second year, the City’s annual IT awards program, Toronto’s Got IT Awards of Excellence, was a part of Technicity’s program. A total of 10 awards for the best-led IT initiatives were presented by and in front of the City’s senior leadership team.
In addition to the program, attendees had an opportunity to tour a Solutions Centre highlighting innovations served up by both service providers and City of Toronto agencies.
Displays included
Toronto and Region Conservation
Authority
Open Data
Toronto Police Service
Service Now
Cisco
Insight
Zencos
Toronto’s Got IT Winners Videos
Technicity 2019 Agenda
8:00 am Registration & Solution Centre Opens
8:45 am Welcome and Opening Remarks
Fawn Annan, President ITWC
Lawrence Eta, CTO
Chris Murray, City Manager
Bob Osborn, Chief Technology Officer - Federal and Public Service, Service Now
9:15 am Connected Communities and Delivering the Customer Experience
Citizens are looking for governments to deliver services in the same easy-to-access onmi-channel fashion they expect from private sector players. This discussion, moderated by Deputy City Manager Josie Scioli will look at the successes - and the bottlenecks - involved with shaping digital interactions between governments and taxpayers.
Panel Introduction: Deputy City Manager Josie Scioli
Jill R. Bada, Director, Strategic Policy & Planning
Asim Hussain, Director Transformation
Sam Liscio, CIO, WSIB
Bob Osborn, Chief Technology Officer - Federal and Public Service, Service Now
Matt Keliher, General Manager Solid Waste Management, City of Toronto
9:45 am Open Data and Analytics: Driving a Performance Measurement Culture
Governments collect a lot of data, but how do you get the insights from the important bits. This session looks at the ways the City collects personal data and where it is crunching the numbers to get insights. It will also explore how the safe and secure sharing of some of that data is paying dividends.
Moderator: Jim Love, CIO, ITWC
Panel:
Ryan Garnett, Manager Open Data
Mark Richardson, Chief Technical Officer, Rich Analytics
10:15 am Why attracting IT talent to the Public Sector must be a priority
Rick Huijbregts, VP Digital Transformation and Innovation at George Brown College makes the argument for stronger action on skill training for the public service if it is to deliver on the promise of improving customer experience.
10:30 am Nutrition Break (Solution Centres open)
10:45 AM Simpler, faster, better government
Creating the conditions for digital and data-driven government depends on re-orienting public sector practices, approaches and services around user needs in more open, collaborative culture. Hear from Ontario's first Chief Digital and Data Officer on the opportunities for partnership as a result of the province's new Simpler, Faster, Better Services Act and its work to better use data across the public sector.
11:05 am Open for Business: How to work with the City of Toronto
A fireside chat with civic leaders about partnerships, pilots and how to get the attention of the city with a good idea
Moderator: Jim Love, CIO, ITWC
Panel:
Lawrence Eta, CTO
Michael Pacholok, Chief Purchasing Officer
Manjit Jheeta, Director, Office of Partnerships, City of Toronto
11:30 am Cyber City Safety
As cities adopt new digital platforms and bring new technologies, ranging from the Internet of Things (IoT) to Artificial Intelligence (AI), into their infrastructure, the risk of a cyber incident grows. This discussion is moderated by Cisco Canada’s Cyber Security Specialist, Jonathan Raymond
Panel:
Lawrence Eta, CTO
Julie Chollet, Information Security Officer, Corporate Risk Management with Toronto Police Service
Robert Drewett, A/Manager, Enterprise Architecture, Information Technology Services, Toronto Police Service
12:00 pm Leading the Charge
Two high energy presentations showcasing the way Toronto tech projects set Toronto apart. Each presentation will be in a seven-minute elevator pitch style.
What happens when you drop a Toronto cop in a tech accelerator for a year: Ian Williams, Manager Innovation and Analytics with the Toronto Police Service
How unlocking City of Toronto real estate is creating benefits for residents and workers: David Jollimore, Director, City-wide Real Estate Program
12:25 pm Networking Lunch (Solution Centres open)
1:15 pm A presentation by Steve Holder, Head of Strategy & Innovation, SAS Canada
Fawn Annan is the President, Chief Marketing Officer and Group Publisher of IT World Canada/IDG Canada. She is also partner and CMO for Haliburton’s Digital Reno, a new story-telling agency created to use the power of brand journalism to bring innovative video, podcast and written content to companies seeking to increase their online audience. Ms. Annan is Chair of the Canadian Channel Chiefs Council, sits on the Ontario Board of the Information Technology Association of Canada (ITAC) and serves on the national board of Canadian Women in Communications and Technology (WCT). Ms. Annan has operated her own business and held senior positions in marketing and strategy with a variety of firms. In 2012 she received the Queen Elizabeth Diamond Jubilee Award for her contribution to the IT industry.
After two years as Deputy CIO, Eta was name Toronto’s Chief Technolgy Officer in October, 2019. As CTO he leads efforts to develop and implement innovative technology solutions to support the goals of the City of Toronto. He also oversees the city’s future of technology services to ensure best in class services that align with the digital city’s strategic direction.
Working for the City of Toronto’s Information & Technology Division, Ryan leads a team responsible for the creation and maintenance of the City’s foundation mapping information, while leading the transition from a maintenance focused mandate, to that which focuses on data analytics and data driven decision making. Additionally Ryan leads the City’s Open Data program, which makes municipal information available to private citizens, start-ups, corporations, other levels of government, educational institutions, and researchers.
Hillary Hartley is Ontario’s Chief Digital and Data Officer and Deputy Minister, Cabinet Office. As the head of the Ontario Digital Service, Hillary is responsible for leading the government’s digital transformation efforts and the administration of the Simpler, Faster, Better Services Act to deliver simpler, more easily accessible services for the people, communities and businesses of Ontario. Hillary joined the provincial government in April 2017 as Deputy Minister Responsible for Digital Government. She also served as Deputy Minister of Consumer Services, where she led the government’s retail services operation (ServiceOntario), and programs focused on consumer protection.
As the Strategy Executive at SAS Canada Steve Holder is responsible for creating and driving the SAS solution strategy with our Canadian customers. A key part of this is providing thought leadership for the AI, Analytics, and emerging technology portfolios. A Canadian subject matter expert and AI & analytics evangelist Steve has seen first-hand how the use of SAS technology can help customers solve business problems; make the best decisions possible and unearth new opportunities. Steve’s passion is making technology make sense for everyone regardless of their technical skillset.
Dr. Huijbregts oversees strategic planning and partnership development to ensure George Brown College remains positioned to evolve and adapt for the digital and rapidly changing future. He strives to advance community and industry innovation while providing students with relevant and hands-on learning opportunities through applied research and entrepreneurship. Rick spent 12 years with Cisco, most recently as Vice-President of Digital Transformation and Innovation at Cisco Canada. He was awarded the Queen Elizabeth II Diamond Jubilee Medal in 2012 for his transformational work in municipal innovation in Canada.
Asim recently joined the City of Toronto after more than ten years with ServiceOntario and more recently the Ontario Digital Service. Asim’s first digital initiative was the Newborn Baby Bundle and his most recent was the online health card and driver’s licence renewal which uses real time data signals to apply risk-based eligibility avoiding in person visits and documentation.
Asim is now the director of the city’s new Customer Experience Transformation and Innovation program and is building a team that integrates product management, experience design and more agile methods working with technology teams to deliver faster and better services.
Matt is the General Manager of the City of Toronto’s Solid Waste Management Services Division. In his capacity, he is responsible for all of the solid waste management programs and services for Canada's largest city, serving a population of over 2.8 million people. This includes leading a dedicated and diverse team of professionals to safely and efficiently manage approximately 1 million tonnes of waste each year. Matt is focused on developing the Division's renewable energy portfolio as well as using technology to enhance vehicle safety and drive innovation. Matt is a Chartered Professional Accountant and Chartered Professional in Human Resources, in addition he has a Master in Business Administration degree as well as a Master in Community and Economic Development degree. Currently Matt sits as member of the Board of Directors for the Ontario Waste Management Association (OWMA).
As Chief Technology and Innovation Officer at the WSIB, Liscio is responsible for digital transformation, leveraging technology and customer experience to streamline processes, provide value and modernize the business. She owns the establishment and execution of the enterprise-wide IT strategy that drives IT service excellence, directs innovation and develops the capabilities and capacity to support evolving business needs, while ensuring the highest possible value from technology assets and investments. She has over 20 years of experience in IT leadership roles.
Jim Love is an IT leader, consultant, writer and Internet journalist with 35 years ‘experience across a variety of business and industry verticals. Jim has worked as an executive and a consultant for many large companies in Canada and internationally. Currently he is the CIO & Chief Content Officer at ITWC – Publisher of CanadianCIO, Computer Dealer News (CDN), Computing Canada, Direction Informatique (DI), ITWorldCanada.com and ITBusiness.ca - and the leading provider of IT related events in Canada.
Bob is an accomplished senior executive who has held many high-level IT leadership positions, including Director of Logistics IT for the U.S. Army G4, Deputy J6/CIO for U.S. Transportation Command, and CIO of the National Nuclear Security Administration where he was responsible for the Nation’s nuclear weapons design and manufacturing information. He has led major IT and organizational transformations throughout his career and is an acknowledged thought leader recognized across the public sector market. As a user of ServiceNow, Bob led ITIL based Enterprise Service Management standardization within the Federal Government. Bob also served as a United States Marine Corps officer for 27 years.
With over 18 years in the Cyber Security industry, Jonathan has played a key role in the development and ongoing management of numerous high-profile, critical IT security projects across North America’s Private and Public Sectors, including all levels of Government and Commercial markets.
Today, Jonathan is Cisco Canada’s Cyber Security Specialist focused on Ontario’s Public Sector organizations. Prior to joining Cisco, Jonathan served as National Lead for Cyber Security Analytics for SAS Institute and held leadership roles within recognized cybersecurity software and Managed Security Service Provider (MSSP) organizations including TELUS and Allstream.
Richardson is the Chief Technology Officer at Rich Analytics, Pro-Bono Technical Lead at HousingNowTO.com, and a former member of the City of Toronto’s Planning Review Panel. He has decades of consulting-experience with public-sector clients at all levels of Government in Canada, and was part of the City of Toronto’s Open Data Advisory Group which helped define the City’s first official Open Data Master Plan in 2018.
For the past two years, Scioli has overseen a wide range of city services ranging from business management to strategic initiatives and corporate security. She also manages the Divisions of 311 Toronto, Environment and Energy, Facilities Management, Fleet Services, Information & Technology and Real Estate Services.
Ian provides leadership and oversight within the Analytics and Innovation programs at the Toronto Police Service. His areas of responsibility include business intelligence, open data, data science, crime analytics, strategic analytics, and innovation programs that deliver decision support to members of the organization and the public.
As a highly collaborative and strategic results-driven leader, Ian works with all levels of the organization and reports directly to top officials in order to deliver exceptional service in support of public safety in Toronto.
Ian has also been teaching at Ryerson in the Department of Geography and Environmental Studies and the Chang School for ten years and provides experiential learning opportunities to students using cutting edge location intelligence technology.
