Strategic Priorities

2021 – 2023 IT Strategic Plan

The City of Madison’s technology needs are changing rapidly, and demand for Information Technology services is growing. We are shifting to digital services and automated, data-intensive processes that require increased support. Moving forward, we are prioritizing the exploration of emerging technologies and accelerating our development timelines to align with industry standards.

The 2021 – 2023 Strategic Plan for City of Madison Information Technology focuses on prioritizing customer service, improving our digital workplace and online services, and connecting the public to City government.

A Message from the Director

Sarah Edgerton, IT Director, has blonde hair in a low ponytail and it wearing a pink blazer.

I am pleased to present the City of Madison Information Technology (IT) 2021 – 2023 Strategic Plan. This plan incorporates feedback from City staff, City Leadership and our community partners. In developing the IT Strategic Plan, a team of IT employees brought their expertise and experiences to the table, outlining key recommendations for their vision of the Information Technology department in the next three to five years. IT Management reviewed and accepted these recommendations, adopting the 2021 – 2023 IT Strategic Plan, focusing on six strategic priorities: Customer Service, Digital Inclusion, Digital Workplace, Employee Engagement, Infrastructure and Operations, and Security.

As a department, we need to practice an inclusive mindset when supporting our new digital and in-person workforces, as well as growing digital initiatives and programs. The City’s Information Technology (IT) Strategic Plan outlines our strategies for embracing and supporting the ongoing, global digital transformation. In efforts to be best prepared for what this digital transformation will bring, we need to budget proactively to support digital government and sustainable technology. The IT Strategic Plan will guide City decision making and planning as we modernize and innovate service delivery.

Our City is in the middle of a digital transformation. We are relying more heavily on technology to engage with customers, allow workplace flexibility, and to replace paper processes with automated processes that improve transparency and efficiency. As a City, this digital transformation has encouraged us to connect our residents to City services and local government digitally; we are bringing City government to our residents, rather than asking residents to come to City government.

We look forward to collaborating with our partners and continuing our digital growth, as we embrace the journey of this digital transformation.

Sarah Edgerton, CIO
City of Madison Information Technology Director 

2021-2023 IT Strategic Plan

Our Priorities & Goals

Customer Service

  • Build Partnerships
  • Service Requests
  • Project Portfolio
  • Customer Training
  • Communication

Digital Inclusion

  • Connectivity
  • Digital Engagement
  • User Experience
  • Accessibility
  • Language Access

Digital Workplace

  • Shared Services
  • Flexible Workplace
  • Employee Workstations

Employee Engagement

  • Hiring
  • Retention & Promotion
  • Staff Training
  • Communication & Collaboration
  • Underrepresented Groups

Infrastructure & Operations

  • Fiber Network
  • Optimize Processes
  • Cloud Strategy
  • Network Modernization
  • Incident Management
  • Disaster Preparedness


  • Security Infrastructure
  • Audits & Assessments
  • Policies
  • Education
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