1. Information Technology
Team KRA Presentation
February 25, 2013

2. 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.
02/25/13

3. 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.
02/25/13

4. IT STRATEGIC GOALS
1. Business and IT Strategic Alignment
2. A Skilled and Knowledgeable IT Workforce
3. Secure & Reliable IT Infrastructure
4. Effective and Efficient Management of Desktop Hardware
and Applications
5. Management of Software Development Efforts for an
Effective and Efficient Support of Business Processes and
Service Delivery
6. Efficient User Support and Quality Assurance
7. Effective IT Controls and Standards
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5. IT Strategic Goals, Objectives and Initiatives
GOAL No.1 Business and IT Strategic Alignment
Ensuring that the IT organization and technology are aligned with CSB’s Business mission, goals and
Goal Details:
objectives throughout planning and execution
Ensure that CSB’s future technology needs and IT Services are planned, strategically aligned and
Objective: prioritized according to Bank needs and objectives in an optimal manner ensuring that clear guidance is
known as to how IT decisions are made.
Periodically review, revise and update the IT strategic plan, at least once a year. This includes the
Initiative:
development of annual IT Tactical Plan to implement the IT strategic plan.
Deliverables: IT Strategic and Tactical Plan
Periodic review
of deliverables Expected
Budgetary Cost: N/A Start Date: Done – for approval
(monthly Completion Date:
updates)
Staff
Responsible TL: Bong Tiamzon IT Department Heads
Resource:
Dependencies: Corporate Strategic Plan
02/25/13

6. IT Strategic Goals, Objectives and Initiatives
GOAL No.2 A Skilled and Knowledgeable IT Workforce
Aligning the IT organization’s structure and skills with the needs of the Bank, while promoting
Goal Details:
employee learning and satisfaction
Improve the IT Organization through realignment of functions based on industry best practices to have
Objective A:
an effective and efficient delivery of information technology services for the Bank.
1. Identify core competencies necessary to assure business/IT alignment
2. 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.
Initiatives: 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
Manpower Plan N/A N/A Done - Approved
Budgetary Cost: Expected
Start Date:
Completion Date:
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
02/25/13

7. IT Strategic Goals, Objectives and Initiatives
GOAL No.2 A Skilled and Knowledgeable IT Workforce
Aligning the IT organization’s structure and skills with the needs of the Bank, while promoting
Goal Details:
employee learning and satisfaction
Objective B: Increase Technical Proficiency and Expertise
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.
Initiatives:
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
Expected
Budgetary Cost: PHP 1,808,208 Start Date: January 4, 2013 March 15, 2013
Completion Date:
Responsible TL: Bong Tiamzon Staff Resource: IT Department Heads
Dependencies: Approved Training Budget
02/25/13

8. IT Strategic Goals, Objectives and Initiatives
GOAL No.3 Secure & Reliable IT Infrastructure
Defining and operating the Infrastructure and underlying architecture for long-term IT support of CSB
Goal Details:
business capabilities.
Implement adequate system, tools and infrastructure to be truly outcome-driven, customer-focused,
Objective A:
employee-enabled, accountable, efficient, and transparent.
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
Initiatives:
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.
Implementation of Network and Server Monitoring Tools, Branches Links Redundancy, Network Redesign
Deliverables: and Upgrade, Network Rationalization, VOIP Implementation (HO Telephone System), Demand and
Capacity Management Plan
02/25/13

9. IT Strategic Goals, Objectives and Initiatives
Implementation of
Network and Server N/A (Freeware) January 22,2013 January 29,2013
Monitoring
PHP 120,000 (one-
Branches Links Contract signing to
time cost)
Redundancy (existing Started be completed within
PHP 60,000
branches) January 2013
(recurring cost)
H.O. – April 30, 2013
Network Redesign
PHP 4,754,000 February 1, 2013 Branches – June
and Upgrade
29,2013
Network
N/A Started (with AEV) Expected continuing
Budgetary Rationalization
Start Date: Completion
Cost: VOIP Implementation H.O. – May 31, 2013
Date:
(HO Telephone PHP 2,480,200 March 1, 2013 Branches – July
System) 31,2013
Demand and Capacity
N/A January 8, 2013 February 15,2013
Management Plan
Finacle Production
PHP 6,000,000 Jan 3, 2013 Jan 6, 2013 (Done)
Server Upgrade
Finacle DR Server
PHP 2,500,000 June 1, 2013 July 31, 2013
Upgrade
Storage and Backup
PHP 1,485,000 August 1, 2013 August 31, 2013
Solution
Infrastructure Management Team,
Technology Operations Head (for
Responsible TL: Staff Resource: Network Administrator (additional
hiring)/Nilo Singcol
manpower)
Dependencies: Approved CAPEX, Hiring of Technology Operations Manager and Network Administrator
02/25/13

10. IT Strategic Goals, Objectives and Initiatives
GOAL No.3 Secure & Reliable IT Infrastructure
Defining and operating the Infrastructure and underlying architecture for long-term IT support of CSB
Goal Details:
business capabilities.
Recognize technology and security trends, and position CSB to benefit from the evaluation of emerging
Objective B:
technology and the implementation of proven technology solutions.
1. Identify opportunities to improve service levels through hardware and data redundancy.
Initiatives: 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
H.O. – April 30, 2013
February 1, Expected
Budgetary Cost: PHP 4,754,000 Start Date: Branches – June
2013 Completion Date:
29,2013
Technology Operations Head (for Staff Infrastructure Management Team, Network
Responsible TL:
hiring)/Nilo Singcol Resource: Administrator (additional manpower)
Dependencies: Approved CAPEX, Hiring of Technology Operations Manager and Network Administrator
02/25/13

11. IT Strategic Goals, Objectives and Initiatives
GOAL No.3 Secure & Reliable IT Infrastructure
Defining and operating the Infrastructure and underlying architecture for long-term IT support of CSB
Goal Details:
business capabilities.
Leverage on the Group’s entire IT investments through group-wide coordination on IT
Objective C:
investments/initiatives and the possibility of consolidation of IT systems and services
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
Initiatives: 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
Out-sourcing Plan N/A Feb 1, 2013 Feb 28, 2013
Budgetary Storage and Expected Completion
PHP 1,485,000 Start Date: August 1, 2013 August 31, 2013
Cost: Backup Solution Date:
DRP N/A part of BCP part of BCP
Out-sourcing Plan Bong Tiamzon IT Department Heads
Storage and
Responsible TL: Technology Operations Head (for Staff Resource: Infrastructure Management Team, Network
Backup Solution,
hiring)/Nilo Singcol Administrator (additional manpower)
DRP
Dependencies: BCP, Approved CAPEX, Hiring of Technology Operations Manager and Network Administrator
02/25/13

12. IT Strategic Goals, Objectives and Initiatives
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.
Efficient management of desktop hardware and applications from acquisition, setup and installation, end user
Objective A:
operation, to administration and support.
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
Initiatives: 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.
Desktop Replacement Plan, Software Licensing Tracking System, Desktop Remote Management System, IT
Deliverables:
Inventory System
Desktop
N/A January 15, 2013 February 15, 2013
Replacement Plan
Software
Licensing Tracking N/A January 22, 2013 March 15, 2013
Budgetary Cost: System Expected
Start Date:
Desktop Remote Completion Date:
Management N/A (Freeware) February 19, 2013 March 19,2013
System
IT Inventory
N/A January 22, 2013 March 15, 2013
System
Rose Ygona (Records Management), Tech
Responsible TL: Butch Solon Staff Resource:
Support Team
Dependencies: None
02/25/13

13. IT Strategic Goals, Objectives and Initiatives
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
Continually monitor the vendor marketplace in areas of desktop applications and tools that are core to
Initiatives:
the Bank's IT environment.
Deliverables: Desktop Software Inventory (Tracking List)
Expected
Budgetary Cost: N/A Start Date: January 15, 2013 February 15, 2013
Completion Date:
Responsible TL: Butch Solon Staff Resource: Technical Support Team
Dependencies: None
02/25/13

14. IT Strategic Goals, Objectives and Initiatives
Management of Software Development Efforts for an Effective and Efficient Support of Business
GOAL No.5
Processes and Service Delivery
Goal Details: Effective and efficient delivery of application solutions following best practices and standards
Recognize the potential of the new core banking system and leverage its power for an increased
Objective A:
operational efficiencies and productivity.
1. Implement Finacle Phase 2 – Loans Module
Initiatives: 2. Continuous improvement of core banking system. (Enhance the capability of support staff to handle
customization support).
Deliverables: Finacle Loans Module Implementation, Customization Training
Finacle Loans
Module USD 335,000 Started Dec. 2012 July 31, 2013
Budgetary Expected
Implementation Start Date:
Cost: Completion Date:
Customization Part of Phase 2
May 6, 2013 May 18, 2013
Training Budget
Core Banking System Project Management
Responsible TL: Bong Tiamzon/Ramil Tigley Staff Resource:
Team (Core Team)
Dependencies: Quality of Infosys Deliverables, Hiring of Additional User Support
02/25/13

15. IT Strategic Goals, Objectives and Initiatives
Management of Software Development Efforts for an Effective and Efficient Support of
GOAL No.5
Business Processes and Service Delivery
Goal Details: Effective and efficient delivery of application solutions following best practices and standards
Objective B: Appropriately manage project risks in IT initiatives involving large and complex projects.
1. Ensure that effective project management methods/framework, including risk management
Initiatives: 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
Expected
Budgetary Cost: N/A Start Date: Continuing Continuing
Completion Date:
Application Development and Maintenance
Responsible TL: Ramil Tigley Staff Resource:
Team
Dependencies: ISMS Policies and Procedures
02/25/13

16. IT Strategic Goals, Objectives and Initiatives
Management of Software Development Efforts for an Effective and Efficient Support of Business
GOAL No.5
Processes and Service Delivery
Goal Details: Effective and efficient delivery of application solutions following best practices and standards
Objective C: Improve business process automation
1. Create CSB e-Community (a one stop shop for information portal) - Internal/External/Regulatory
Initiatives: 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
e-Community In-house
Budgetary Cost: Started (2012) December 29, 2013
portal development
Dependent on Business
Bills Payment In-house
Budgetary Cost: Started (2012) requirement/target
Facility development
Expected date
Start Date:
Central Clearing Completion Date:
Budgetary Cost: PHP 9,149,750 Started (2012) August 15, 2013
System
Asset
In-house
Budgetary Cost: Management January 21, 2013 April 15, 2013
development
System
Application Development and Maintenance
Responsible TL: Ramil Tigley Staff Resource:
Team, User Support and QA Team
Dependencies: Hiring of additional developer, Loans successful implementation
02/25/13

17. IT Strategic Goals, Objectives and Initiatives
GOAL No.6 Efficient User Support and Quality Assurance
Establish an IT support model that satisfies the diverse needs of the Bank and provide an accurate, valid,
Goal Details:
real time IT systems that support the business functions
Objective A: Improve User Support Best Practices
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
Initiatives:
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
Service Level
Management N/A Jan 8, 2013 February 23, 2013
Procedure
Budgetary IT Helpdesk Expected
2012 budget Start Date: August 1, 2012 January 31, 2013
Cost: System Completion Date:
Customer Service
satisfaction N/A January 10, 2013 February 9, 2013
survey
User Support and QA Team, IT Controls
Responsible TL: Edwin Lim Staff Resource:
Officer
Dependencies: SDP PO Approval
02/25/13

18. IT Strategic Goals, Objectives and Initiatives
GOAL No.6 Efficient User Support and Quality Assurance
Establish an IT support model that satisfies the diverse needs of the Bank and provide an accurate, valid,
Goal Details:
real time IT systems that support the business functions
Objective B: Ensure that all applications releases are checked for quality
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
Initiatives:
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
Expected
Budgetary Cost: N/A Start Date: Dec 15, 2012 January 26, 2013
Completion Date:
Responsible TL: Edwin Lim Staff Resource: User Support and QA Team, IT Controls Officer
Dependencies: None
02/25/13

19. IT Strategic Goals, Objectives and Initiatives
GOAL No.7 Effective IT Controls and Standards
Goal Details: Establish a best practice controls and standards for IT
Ensure that appropriate levels of control are in place to protect the IT resources. Develop and maintain
Objective A:
appropriate standards, methods, controls and procedures for the use of IT and associated resources.
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
Initiatives:
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
Expected
Budgetary Cost: N/A Start Date: March 1, 2013 August 31, 2013
Completion Date:
Edwin Lim/IT Controls Head (for
Responsible TL: Staff Resource: IT Controls Team
hiring)
Dependencies: Hiring of IT Controls Officer
02/25/13

20. IT Strategic Goals, Objectives and Initiatives
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.
1. Ensure that IT complies with the Information Security System Manual and where deviations from the
policies are documented and approved where required.
Initiatives: 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)
IT Security
Compliance N/A February 1, 2013 Feb 28, 2013
Budgetary Checklist Expected Completion
Start Date::
Cost: N/A (part of Date:
IT Security Design Network February 1, 2013 February 23, 2013
upgrade budget)
Edwin Lim/IT Controls Officer (for
Responsible TL: Staff Resource: IT Controls Team
hiring)
Dependencies: Network Upgrade, Hiring of IT Controls Officer
02/25/13