ThirdWave 1
IT Strategic Plan: Phase 2
Thought Leadership,
Exceptional Performance
& Results since 1987
38 YEARS
City of Costa Mesa
IT Strategic Plan: Phase 2
October 13, 2026
Roy R. Hernandez, President / Aymee Barajas, Project Manager ThirdWave Corporation
Information Systems Intelligently Applied SM
12100 Wilshire Blvd. Suite 800 Los Angeles, CA 90025
www.ThirdWaveCorp.com 310.804.7565
ThirdWave
ATTACHMENT 3
ThirdWave 2
IT Strategic Plan: Phase 2
Agenda
Goals & Objectives
Project Approach
Findings & Recommendations
IT Strategic Plan Investment
Next Steps
ThirdWave 3
IT Strategic Plan: Phase 2
Vision
Adopt a comprehensive Information
Technology Strategic Plan & Roadmap in
the most strategic, innovative, and costeffective manner.
Mission
Enhance Internal City operations to foster:
• Business process improvement
• Increased operational efficiencies
• Enhanced customer service delivery
IT Strategic Plan Vision
ThirdWave 4
IT Strategic Plan: Phase 2
Connect technology resources and
initiatives to core City business values
and mission.
Define a clear set of goals, guiding
principles, and strategic priorities as a
framework for delivering IT services.
IT Strategic Plan Goals
Objective: Provide an IT Strategic Plan that is:
Actionable with sufficient specificity
Technologically viable
Fiscally responsible
Responsive to business & community
needs
ThirdWave 5
IT Strategic Plan: Phase 2
Discovery
Assessment
Strategy
Comprehensive Strategic Planning Waterfall Method
Council Interviews
Community
Outreach:
• Online Survey
• Community
Workshops
• Compile Data
IT Focus Groups
Online Staff Survey
Management
Interviews
Business
Requirements
Definition
IT Strategic Plan
Prioritization
ITSP Implementation
Roadmap
Executive
Presentation
ThirdWave 6
IT Strategic Plan: Phase 2
13 Management Interviews
4 Focus Groups with IT Staff
64 Online Staff Survey Responses
261 Respondents to Online
Community Survey
5 Community Workshop
Participants
2 City Council Survey Responses
11 Rapid Workflow® Workshops
163 total staff participated, 53
staff attended multiple
workshops
Participatory Approach, “No Stone Unturned”
ThirdWave 7
IT Strategic Plan: Phase 2
Technology Requirements Qty.
Management Interview Input
IT Focus Group Input
ThirdWave 8
IT Strategic Plan: Phase 2
Legend 2020 ITSP 2025 ITSP Improvement
Excellent 4.07% 12.50% 300%
Very Good 20.33% 37.50% 46%
Good 58.54% 42.19% -12.5%
Poor 17.07% 7.81% 54%
Online Staff Survey: State of City IT Services
ThirdWave 9
IT Strategic Plan: Phase 2
Online Community Survey: Residents
Which City website services do you use the most often?
E-forms
E-payment
TESSA
Permits
Other
Facility Rentals
ThirdWave 10
IT Strategic Plan: Phase 2
Online Community Survey: Visitor/Tourist/Commuter
Which of the following do you frequent the most?
Parks & Recreation Areas
Restaurants
Shopping
Beach
Museums & Cultural Centers
Hotels
Music Venues
Other
ThirdWave 11
IT Strategic Plan: Phase 2
Online Community Survey: Businesses
Rate your overall experience using the City’s website.
Needs Improvement
Excellent
Very Good
Good
Fair
ThirdWave 12
IT Strategic Plan: Phase 2
City Council Responses
Ratings: 1: Very Important 2: Important 3: Somewhat Important 4: Not Important Please rate the relative importance of Information Technology as it applies to supporting and/or realizing the City Council Goals? Rating
ThirdWave 13
IT Strategic Plan: Phase 2
Rapid Workflow® Process Improvement Map
ThirdWave 14
IT Strategic Plan: Phase 2
Rapid Workflow® Process Solutions
Facilities, Parks, Streets
1. - Efficient.
- Faster delivery of service.
- Less confusion.
- Easy to train.
2. - More efficient.
- More clarity.
- Better identifies what the
need is.
3. - Same as #2.
4. - More efficient.
- Hardcopy would not get lost.
- Accountability.
5. - Same as #4.
6. - Same as #4.
7. - More user friendly, more
accurate reports.
- Reduce staff time.
8. - Same as #4.
9. - Information would be in one
place.
- More efficient.
- Less staff time.
- User friendly reports.
10. - Better reporting.
- Better evaluation.
Transportation
11. - Same as #1.
12. - Same as #2.
13. - Consistency.
- Better solution outcome.
14. - More rapid decision making.
- Avoid duplicate data
collection.
15. - Efficiency.
16. - Same as #15.
17. - Same as #15.
18. - Higher quality outcome.
- Better efficiency.
19. - Staff time savings.
Benefits
Features & Functions
• Electronic Work Orders
• Update workorders electronically.
• Categories of WOs:
Streets & Parks:
o Pothole filling
o Sidewalk grinding
o Landscape issues
o Bulky item pickup
o Tree evaluations
o Playground issues
o Street sweeping
o Etc.
Facilities:
o Plumbing issues
o Electrical issues
o Pest control
o HVAC
o Painting
o Furniture
o Etc.
Transportation:
o Install signs
o Paint red curbs
o Install repair signs
o Install pavement markings
o Install bikeway treatments
o Striping
o Install temporary traffic control
o Etc.
• Close WOs electronically in the field.
• Ability to provide comments in WOs.
• Log Categories:
Pothole Log:
o Date
o Location
o Worker
o Work Performed
Sidewalk Grinding Log
o Date
o Location
o Size of offset
o Worker
o Description
Solutions
Bulky Item Pickup Log
o Mattress
Playground Repair Log
o Date
o Location
o Worker
o Description
• Transportation Requests: Identify
specific attributes:
Location
North, South, East, West
Description
Geocoding
City boundaries
• Contemporary Graphical User
Interface:
Dropdowns:
o Limb down
o Tree down
o Tree evaluation
• One central system for everybody.
• Workflow:
Routing
Notifications
Review & Approve
Review & Return for Edits
Delegation
Forms
E-signatures
• Database of history:
Prior efforts at location
• Tracking database of traffic and speed
data.
• Transportation:
Install signs
Paint red curbs
Install repair signs
Install pavement markings
Install bikeway treatments
Striping
Install temporary traffic control
Etc.
• Citizen Log:
Name
Date
How received
Issue
Location
Action
Status
• Web enabled.
• Appropriate access and security levels.
Facilities, Parks, Streets Reports
• Response to Claim Report (Costa
Maintenance)
• Pothole Log Claims
• Reports by Location
• Claim Reports
• Incident Reports
• Type of Work
• Assigned To Reports
• Work Performed Reports
• Year End Reports
• Ad Hoc Reports
Transportation Reports
• Total Volume of Citizen Requests by
type:
Parking
Street Sweeping
Etc.
• Geographic Mapping by category
Interfaces
• GIS
• 311
• TAGRS
Other
• Improve 311 prompts.
Information Technology Strategic Plan Refresh Rapid Workflow® Process Models City of Costa Mesa July 28, 2025
© 2025 ThirdWave Corporation
Rapid Workflow Process Modeling® Methodology - Patent Mark Registration No. 2,873,704 with the US Patent and Trademark Office, is a registered trademark of ThirdWave in the US and other countries. ThirdWaveCorp.com Session 3: CMMS - Costa Maintenance Work Orders As-Is Business Process Facilities, Parks, Streets
1. Two separate systems that don’t
communicate, i.e., 311 and Costa
Maintenance.
2. 311 nonspecific requests.
3. 311 requests submitted to the wrong
department. Lack of appropriate
category.
4. WOs are printed out.
5. Verbally assigning WOs.
6. Updating WOs in hardcopy.
7. WO categories are not in Costa
Maintenance dropdowns.
8. Supervisor has to mark closed instead
of doing it out in the field.
9. Keeping separate handwritten logs.
10. Not able to create Year End Reports.
Transportation
11. Not an automated system.
12. Nonspecific requests received via
email, phone, and in person.
13. Reviewing prior history is a challenge.
Have to go to staff and rely on
institutional knowledge to check prior
history.
14. Have the data in Excel, or not having
the data in a single location.
15. Manager availability. Can be busy.
16. QAQC.
17. Manager approval in hardcopy.
18. May have hardcopy WO iterations,
back and forth discussions before a
WO is approved.
19. Scanning and emailing WOs.
Problems
ThirdWave 15
IT Strategic Plan: Phase 2
1. City Hall EOC / PD Uninterrupted Power Supply
Replace the existing City Hall UPS.
Benefits: Enterprise data center to run a multi-hour
power outage, power failure, system operations.
2. City Hall Back Up Servers, SAN Replacement
Build redundant City Hall servers at separate site.
Benefits: Continuity of operations, compliance with best practices of Emergency Dispatch Center.
3. Public Safety IT Service Model
Adopt clearly defined IT support for public safety.
Benefits: Strategic use of emerging public safety
systems, e.g., Real Time Information Centers.
4. Citizen Request Management
Portal for public interactions, heat maps, dashboards, AI queries, public satisfaction polls.
Benefits: Centralized engagement, enhanced user
experience, public feedback, increased public trust.
Top 10 Findings & Recommendations
ThirdWave 16
IT Strategic Plan: Phase 2
5. Enterprise Content Management
Develop a citywide Laserfiche implementation reset
rollout out plan for documents and records.
Benefits: Workflow automation, improved records
managements, and streamlined response to Public
Records Requests.
6. Real Time Information Center (RTIC)
Develop RTIC Roadmap: proposed IT, application
integration, data management and system support.
Benefits: Staff time savings, improved workflow,
improved public safety, and continuity of service.
7. CIP Project Management
Automate capital planning & budgeting, project portfolio management, cost tracking, schedule/task management,
and construction management.
Benefits: Centralized project tracking, CIP projects,
budgets, schedules, and documents.
Top 10 Findings & Recommendations
ThirdWave 17
IT Strategic Plan: Phase 2
X a
8. Employee Information Application
Portal collecting employee contact data and push that
data to Everbridge.
Benefits: Improved employee information and
communication with employees.
9. IT Staff Resources
Resource the IT organization to effectively sustain
existing/future ITSP systems for Public Safety,
Permitting, Finance and Data Management/AI.
Benefits: Sustainability, streamlined processes, and
enhanced customer service.
10. Artificial Intelligence
Promote AI objectives, metrics, desired outcomes.
Benefits: Improved efficiency and automation, better
decision-making, enhanced customer service.
Top 10 Findings & Recommendations
ThirdWave
IT Strategic Plan: Phase 2
18 ITSP Initiatives
Infrastructure
1. City Hall + PD Multi Factor Authentication
2. City Hall EOC and PD UPS
3. Core Switches
4. Implement SIEM System
5. Meraki Wireless Upgrades
6. Communications Raised Floors
Replacement
7. Replace Existing Firewalls
8. Dispatch Systems
9. PD Enterprise Server Replacement
10. City Hall Enterprise Server Replacement
11. Redundant Internet
Management Policies
1. Information Technology Resourcing
Hardware: Servers, Laptops, Mobile
1. Nimble SAN Replacement
2. PC/Laptop Device Replacement
3. Council Chambers AV
4. Public Safety Mobile Data Computers
Department Software
1. Public Works AutoCAD Software
2. Business Opening Application
3. Mobile Device Management Software
(MaaS360)
Enterprise Software
1. Citizen Request Management
2. City Council Initiative Tracking
3. CIP Project Management Software
4. Laserfiche Expansion & Adoption Plan
5. Docusign
6. AI Tools
ThirdWave 19
IT Strategic Plan: Phase 2
1. Times Mentioned in Project Tasks
2. Improved Customer Service
3. Business Process Improvement
4. Operational Effectiveness
5. Potential Cost Avoidance/Savings
6. Cybersecurity
7. Group IT Related Initiatives
8. Minimizing operational disruptions
with IT deployments
Prioritization Criteria
$
ThirdWave 20
IT Strategic Plan: Phase 2
Estimated ITSP Investment
26-27 27-28 28-29 29-30 30-31
ThirdWave
IT Strategic Plan: Phase 2
21 ITSP Implementation Roadmap:
LEGEND
Requirements &
Solicitation
Implementation
ThirdWave 22
IT Strategic Plan: Phase 2
Approve the IT Strategic Plan
and Funding
Start Implementation Phase
Provide an annual ITSP Status
Report to Council and FiPAC
Next Steps
ThirdWave 23
IT Strategic Plan: Phase 2
Q
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Roy R. Hernández
President / CEO
ThirdWave Corporation
12100 Wilshire Blvd. Suite 800
Los Angeles CA 90025
310.804.7565 Voice
310.806.9304 Fax
[email protected]
www.ThirdWaveCorp.com
Thought Leadership,
Exceptional Performance
& Results since 1987
38 YEARS
ThirdWave
Thank
You!