CHIEF INFORMATION

OFFICER ORGANIZATION

S TRATEGIC PLAN

2020-2023
This page is intentionally left blank. 
CIOO Strategic Plan 2020-2023 i 

MESSAGE FROM THE CIO 

I am pleased to present the 2020-2023 Chief Information Officer Organization (CIOO) Strategic Plan. This plan will guide 

our efforts to provide scalable, efficient, cost-effective technology that enables continuous and secure access to data 

from any place at any time. 

The CIOO Strategic Plan is organized around four strategic themes: 

 Effective Communication

 Strategic Focus

 Excellent Service Delivery

 Engaged Organization

As part of our commitment to these themes, the CIOO will publish an FDIC IT Modernization Plan. This effort 

complements the strategic objectives laid out in the CIOO Strategic Plan and gives the Corporation a roadmap for 

building an agile technology environment that improves FDIC engagement with regulated institutions, consumers and 

other key stakeholders, modernizes and simplifies the overall IT environment, and provides a plan for the CIOO 

workforce with the skills, training, and tools necessary to execute the business’ strategy and mission.

The CIOO developed this Strategic Plan collaboratively in accordance with the Balanced Scorecard Framework. It includes 

significant input from our business stakeholders and CIOO staff, and includes strategic objectives, intended results, and 

performance measures. We continue our work in developing and refining our key performance indicators and targets. 

They are based on the current IT environment and may change as new challenges are posed by technological 

developments or internal drivers. 

I am proud and honored to lead a group of talented, smart, and dedicated professionals who, in collaboration with the 

business, will deliver on our plan. The plan guides our efforts, helps us prioritize, and is broad enough to enable us to 

address new opportunities and challenges as they arise. We are committed to providing products and services that 

enable the FDIC's business lines to be more efficient and innovative in carrying out the FDIC's mission of maintaining the 

stability of, and public confidence in, the nation's financial system. 

Howard Whyte 

Chief Information Officer and Chief Privacy Officer 
CIOO Strategic Plan 2020-2023 ii

EXECUTIVE SUMMARY 

The CIOO Strategic Plan for 2020-2023 identifies opportunities for the CIOO to improve internal operations in a 

constantly evolving technology environment. This plan uses the Balanced Scorecard Framework to ensure that themes 

are clearly defined, measurable, and considerate of multiple perspectives. 

The plan centers on four Strategic Themes that impact the business at all levels: 

 Effective Communication: We promote transparency by sharing timely, relevant information that is integrated

into daily operations. This enables sound decision-making, optimizes collaboration, and ensures operational

excellence.

 Strategic Focus: We continuously refine and execute on a clear, comprehensive, multi-year plan. This results in

a modern, cost-effective, and agile IT environment that fosters business innovation, efficiency, and decisionmaking.

 Excellent Service Delivery: We provide secure, timely, efficient, and high-quality services that consistently

exceed customer needs and expectations.

 Engaged Organization: We are an engaged and empowered trusted advisor to our customers and

stakeholders. We develop and share knowledge and expertise to continuously improve the organization.

Institutional knowledge and new expertise are infused and utilized to uplift the organization. We have the

optimal resources to meet the needs of the FDIC.

We examine each Strategic Theme through four Perspectives: 

 Customers: How well do the CIOO’s programs and services meet customer needs?

 Financial Stewardship: How well is the CIOO utilizing its resources to maximize value and the effectiveness of

our mission?

 Internal Process: How efficient are the CIOO’s processes at delivering value to customers and stakeholders?

 People, Tools, and Technology: How operationally ready is the CIOO to learn, grow, and continuously

improve?

Twelve Strategic Objectives are measurable actions that support each of the themes through the lens of the 

perspectives: 

 Customer Objectives: Improve Communication, Improve Customer Satisfaction, and Strengthen Partnerships

 Financial Stewardship Objectives: Improve Use of Resources, Improve Budget and Strategy Alignment

 Internal Process Objectives: Improve Communications Process, Improve Human Capital Management,

Improve the Delivery of Services, Improve Governance

 People, Tools, and Technology Objectives: Increase Knowledge, Skills, and Abilities, Improve Innovation, and

Improve Technology

The Strategic Themes above and their associated Strategic Objectives will provide structure and guidance for major 

initiatives undertaken by the CIOO across the next three years. The twelve Strategic Objectives act as concrete and 

measurable stepping stones to move the organization toward its future state. 
CIOO Strategic Plan 2020-2023 iii

TABLE OF CONTENTS 

Message from the CIO ......................................................................................................................................................................... i 

Executive Summary ..............................................................................................................................................................................ii

Introduction ............................................................................................................................................................................................ 1 

FDIC Business Challenges ................................................................................................................................................................. 2 

IT Landscape........................................................................................................................................................................................... 4 

Strategic Themes and Strategic Results ...................................................................................................................................... 5 

Perspectives ............................................................................................................................................................................................ 5 

Strategic Objectives ............................................................................................................................................................................ 6 

CIOO Strategy Map ............................................................................................................................................................................. 7 

Theme: Effective Communication .................................................................................................................................................. 8 

Theme: Strategic Focus ...................................................................................................................................................................... 9 

Theme: Excellent Service Delivery ................................................................................................................................................10

Theme: Engaged Organization .....................................................................................................................................................11

Conclusion and Path Forward .......................................................................................................................................................12

Appendix: Glossary ............................................................................................................................................................................13 
CIOO Strategic Plan 2020-2023 1 

INTRODUCTION 

OVERVIEW 

This plan is the product of a collaborative effort between the CIOO and our business stakeholders who contributed their 

insight and knowledge of Information Technology (IT) challenges, needs, and opportunities. 

FDIC MISSION 

The Federal Deposit Insurance Corporation (FDIC) is an independent agency created by the Congress to maintain stability 

and public confidence in the nation’s financial system by:

 Insuring deposits; 

 Examining and supervising financial institutions for safety and soundness and consumer protection; 

 Making large and complex financial institutions resolvable; and 

 Managing receiverships. 

FDIC VISION 

The FDIC is a recognized leader in promoting sound public policies, addressing risks in the nation’s financial system, and 

carrying out its insurance, supervisory, consumer protection, resolution planning, and receivership management 

responsibilities. 

CIOO VISION 

To provide scalable, efficient technology that enables continuous access to data securely from any place at any time. 

FDIC CORE VALUES 

 Integrity: We adhere to the highest ethical and professional standards. 

 Competence: We are a highly skilled, dedicated, and diverse workforce that is empowered to achieve 

outstanding results. 

 Teamwork: We communicate and collaborate effectively with one another and with other regulatory agencies. 

 Effectiveness: We respond quickly and successfully to risks in insured depository institutions and the financial 

system. 

 Accountability: We are accountable to each other and to our stakeholders to operate in a financially 

responsible and operationally effective manner. 

 Fairness: We respect individual viewpoints and treat one another and our stakeholders with impartiality, dignity, 

and trust. 
CIOO Strategic Plan 2020-2023 2 

FDIC BUSINESS CHALLENGES 

IT is a fast-paced industry and being aware of the trends, opportunities and challenges that would impact how FDIC 

conducts business is critical. This information was used to inform the strategy to help prioritize the activities that will 

address the issues identified. Additionally, the CIOO reviewed and discussed business needs and possible potential 

solutions to inform the strategy. 

The accelerating pace of technological change impacts the way the financial industry and federal agencies achieve their 

missions. As a result, the FDIC has an opportunity to leverage emerging technologies and other advances in IT to offer 

new foundational ways of delivering IT services. 

INFORMATION SECURITY 

Cybersecurity breaches are a significant threat to consumers, banks, other businesses, and financial market utilities, as 

well as government agencies, including the FDIC. The FDIC maintains sensitive financial, supervisory, and personal 

information in the conduct of its mission. The FDIC must continue to enhance its responsiveness to the increasing 

number of threats to the security, privacy, and integrity of its large holdings of sensitive data. There are opportunities to 

strengthen and merge physical security with enhanced data security where traditional authentication is insufficient to 

keep up with dynamic threats. This requires strong partnerships between security and business operations to develop 

new and innovative approaches to securing data. 

SUPERVISION 

The FDIC exercises broad supervisory responsibility for all insured depository institutions (IDIs) in the United States, 

although it is the primary federal supervisor only for state-chartered banks and savings institutions that are not members 

of the Federal Reserve System. The FDIC’s roles as an insurer and primary supervisor are complementary, and many 

activities undertaken by the FDIC support both the insurance and supervision programs. Through review of examination 

reports, use of off-site monitoring tools to analyze large sets of data, and participation in examinations conducted by 

other federal regulators (either through agreements with these regulators or, in limited circumstances, under the exercise 

of the FDIC’s authority to conduct special (backup) examination activities), the FDIC regularly monitors potential risks at 

all insured institutions, including those for which it is not the primary federal supervisor. The FDIC also takes into account 

supervisory considerations in the exercise of its authority to review and approve applications for deposit insurance from 

new institutions and other applications from IDIs, regardless of the chartering authority. 

The FDIC carries out its supervision programs through a geographically dispersed workforce and in close collaboration 

with other agencies and institutions. The FDIC's ability to carry out its supervision programs depends upon the 

availability of various IT platforms. Better collaboration through systems, processes, and tools; systems enhancements; 

better connectivity; and increased amounts of secure data storage capacity are needed to ensure the continued 

availability and integrity of these IT platforms. 

The FDIC maintains large collections of confidential supervisory information and data. The FDIC's ability to carry out its 

supervision programs depends on the security and integrity of this information and data. Enhanced system and database 

security and protection of confidential supervisory information are needed to ensure the security and integrity of this 

information and data. 

Finally, the FDIC must be able to ensure continuity of operations to carry out its supervision programs. Continuity of the 

supervision program operations is key to supporting the FDIC's mission of maintaining stability and public confidence in 

the nation's financial system, and its strategic goals of ensuring that FDIC-insured institutions are safe and sound and 

consumers' rights are protected. Infrastructure and business continuity processes need to be strengthened to ensure the 

continuity of the FDIC's supervision programs. 
CIOO Strategic Plan 2020-2023 3 

FDIC BUSINESS CHALLENGES 

INSURANCE 

Deposit insurance is a fundamental component of the FDIC’s role in maintaining stability and public confidence in the 

U.S. financial system. By promoting industry and consumer awareness of deposit insurance, the FDIC promotes 

confidence in banks and savings associations of all sizes. To keep pace with the evolving banking industry and sustain its 

readiness to protect insured depositors, the FDIC prepares and keeps current contingency plans that promptly address a 

variety of IDI failures and conducts large-scale simulations to test its plans. 

When IDIs fail, the FDIC ensures that the financial institution’s customers have timely access to their insured deposits and 

other services. Continuity of operations is critical to achieving the FDIC's mission of maintaining public confidence in the 

financial system and its strategic goal of providing depositors with timely access to insured funds and financial services. 

Infrastructure and business continuity processes need to be strengthened to enable the FDIC to continue to provide 

mission essential functions, systems, and operations without interruption. 

The FDIC, in cooperation with the other primary federal regulators, proactively identifies and evaluates the risk and 

financial condition of individual IDIs. It also identifies broader economic and financial risk factors that affect all insured 

institutions. It accomplishes these objectives through a wide variety of activities, including the following: 

 A risk-based deposit insurance assessment system whereby institutions that pose greater risk to the Deposit

Insurance Fund (DIF) pay higher premiums.

 A strong examination and enforcement program.

 Collection and publication of detailed banking data and statistics.

 A vigorous research program.

 An off-site monitoring system that analyzes and assesses changes in banking profiles, activities, and risk factors.

 A comprehensive ongoing analysis of the risks in financial institutions with more than $10 billion in assets

through the Large Insured Depository Institution Program.

 Thorough review of deposit insurance applications and other applications from IDIs.

 Enhanced data collection and analytic capability is needed to enable the FDIC to keep pace with an evolving

financial industry and to proactively identity and evaluate risks.

The FDIC also ensures that the public and insured depository institutions have access to accurate and easily understood 

information about federal deposit insurance coverage. As mobile banking and information sharing become more 

prevalent, the FDIC needs enhanced mobile information delivery to ensure easy public accessibility. 

RESOLUTIONS AND RECEIVERSHIPS 

When an IDI fails, the FDIC is ordinarily appointed receiver under the Federal Deposit Insurance Act. In that capacity, it 

assumes responsibility for efficiently recovering the maximum amount possible from the disposition of the receivership’s 

assets and the pursuit of the receivership’s claims. Funds that are collected from the sale of assets and the disposition of 

valid claims are distributed to the receivership’s creditors according to priorities set by law.

Under the Orderly Liquidation Authority (OLA) of the Dodd-Frank Act, the FDIC may also be called upon to resolve the 

failure of a large, systemically important financial company. OLA provides a backup authority to place a failed or failing 

financial company into an FDIC receivership process if no viable private-sector alternative is available to prevent the 

default of the company and if a resolution through the bankruptcy process would have a serious adverse effect on U.S. 

financial stability. 

To ensure that the resolution of the failure of a large, complex financial institution could be carried out under bankruptcy 

in an orderly manner, the FDIC assesses the resolution plans submitted by bank holding companies, other covered 

companies, and IDIs. These plans must be able to be transmitted through the FDIC's secure communication channel with 

financial institutions and must be maintained in a secure environment. 
CIOO Strategic Plan 2020-2023 4 

IT LANDSCAPE 

Research was conducted across agencies, other financial regulators, and the financial and banking industry, to find 

operational, economic, and technological trends that drive the way IT services are delivered. 

INFORMATION TECHNOLOGY TRENDS 

Three major IT trends are changing how IT enables businesses cross-industry: mobility, cloud technology, and data 

management. These three trends have become fundamental to modern IT service delivery and continue to be a major 

federal government focus as agencies modernize and enhance their IT capabilities. 

 Mobility: Research has shown that agencies embracing mobility have reduced costs, engaged the public better,

and enhanced flexibility for staff. Mobile applications help organizations become more efficient and enable real

time access to data. Additionally, pervasive public mobile device adoption is an opportunity for government

and industry services to become more accessible to authorized users.

 Cloud Technology: The emergence and adoption of cloud technology has forced cross-industry reevaluation of

how IT supports business functions. Cloud technology enables continuous availability of services, scalable

computing power and storage, and long-term cost reduction because users pay for only the capacity that is

actually used. This is a shift from traditional infrastructure and services that are subject to the challenge of

trying to estimate usage before it occurs, which increases cost regardless of actual usage and provides limited

scalability. To better enable federal agencies to leverage the benefits of cloud technology, the General Services

Administration (GSA) established the Federal Risk and Authorization Management Program (FedRAMP) in 2011

to provide a standardized approach to security assessment, authorization, and continuous monitoring for cloud

products and services for federal agency use. Agencies and businesses continue to move, build, and buy

applications, systems, and infrastructure in the cloud. Vendor owned and operated infrastructure has also

increased in use as agencies continue to move toward shared or managed services, which frees up resources to

be redistributed as priorities change.

 Data Management: Across the government and industry, there is a recognition that the effective understanding,

management and governance of data is the lifeblood of an organization’s ability to make well-informed

decisions to achieve its mission. This requires organizations to shift towards data-centric approaches to

problem solving and future planning. This includes moving IT security and privacy practices to protecting data

and not simply the network and IT assets. New tools around the use of “big data” such as artificial intelligence

and machine learning are mainstream in commercial applications, and government agencies are beginning to

explore and use these for government data.

IT SERVICE DELIVERY 

Today, annual federal IT budgets continue to spend more on operations and maintenance of current IT capabilities 

leaving less to mitigate the critical risks of technological obsolescence and to develop new and enhanced IT applications. 

IT organizations must take a critical look at the cost of operating and maintaining their existing IT infrastructures and 

legacy application systems and seek opportunities to improve efficiency through the implementation of new or 

enhanced capabilities. This is causing many agencies to consider newer operating models, such as shared or managed IT 

services, to reduce the costs of ongoing operations and maintenance and free up additional resources. 

Portfolio management challenges continue to exist. These include the immediate need to address the performance 

shortcomings or deficiencies of existing applications before attention can be given to concerns about technology 

obsolescence and application modernization. In some cases, this may involve the replacement of current applications 

with modular solutions in a shared services environment. Clear criteria and repeatable processes are required to assign 

priority for these actions consistent with available resources. 

In many cases, traditional development and delivery techniques are being replaced with rapid experimentation and 

capability delivery. Agile methodologies that enable incremental development can lower upfront costs and provide more 

opportunities to introduce innovation with each successive release of an application. 
CIOO Strategic Plan 2020-2023 5 

STRATEGIC THEMES 

AND STRATEGIC RESULTS 

This plan has identified a series of business challenges and technological trends placing new demands on the IT 

operating model. In response to the items identified, the CIOO must provide timely delivery of solutions to meet new 

priorities. Whether the priority is a result of increasing security threats and the consequences from incidents, or simply 

the expectation of faster enablement of business operations through IT, timely delivery is required. 

At the same time, the CIOO hopes to drive innovation to serve the mission of the FDIC, while service expectations 

continue to increase without additional funding. In order for the FDIC to deliver on its mission, the IT operating model 

must accommodate increased speed, value, and innovative solutions. 

The following Strategic Themes and their corresponding Strategic Results form the backbone of the 2020-2023 CIOO 

Strategic Plan. These are the broad, cross-cutting ideas that make the CIOO effective and offer guidance on how the 

organization can support the needs of the FDIC in a time of rapid technological change. 

Strategic Themes Strategic Results 

Effective 

Communication 

We promote transparency by sharing timely, relevant information that is integrated into daily 

operations. This enables sound decision-making, optimizes collaboration, and ensures 

operational excellence.

Strategic Focus 

We continuously refine and execute on a clear, comprehensive, multi-year plan. This results in a 

modern, cost-effective, and agile IT environment that fosters business innovation, efficiency, and 

decision-making. 

Excellent Service 

Delivery 

We provide secure, timely, efficient, and high-quality services that consistently exceed customer 

needs and expectations. 

Engaged Organization 

We are an engaged and empowered trusted advisor to our customers and stakeholders. We 

develop and share knowledge and expertise to continuously improve the organization. 

Institutional knowledge and new expertise are infused and utilized to uplift the organization. 

We have the optimal resources to meet the needs of the FDIC. 

PERSPECTIVES

Each Strategic Theme can have impacts across multiple perspectives. The CIOO looked at the following perspectives 

when identifying the Strategic Objectives that inform the Strategic Themes. 

Perspective Questions Answered 

Customers How well do our programs and services meet customer and stakeholder needs? 

Financial Stewardship How well are we utilizing our resources to maximize value and effectiveness of our mission? 

Internal Process How efficient are our processes at delivering value to customers and stakeholders? 

People, Tools, and 

Technology How operationally ready is our organization to learn and grow and continuously improve? 
CIOO Strategic Plan 2020-2023 6 

STRATEGIC OBJECTIVES 

Strategic Objectives provide the CIOO with concrete, actionable steps to achieve desired Strategic Results (see page 5). 

Strategic Objectives Objective Intended Results 

Improve Communication Customers receive accurate and timely data. 

Increase Customer Satisfaction Customers are satisfied with the IT services and solutions received. 

Strengthen Partnerships Increased partnerships among staff and customers in the delivery of quality IT 

services that meet the objectives. 

Improve Use of Resources Improved utilization of IT assets. 

Improve Budget and Strategy 

Alignment 

IT investments and initiatives are selected from strategic roadmaps for funding and 

execution. 

Improve Communications 

Process Clear priorities are communicated to CIOO, business units, partners, and customers. 

Improve Human Capital 

Management Key positions are filled in a timely manner. 

Improve the Delivery of IT 

Services 

Services are delivered within service-level agreements (SLAs) as contained in the 

service catalog and contracts. 

Improve Governance Established lines of authority where decisions are defined and documented. 

Increase Knowledge, Skills and 

Abilities (KSA) CIOO staff knowledge and skills match the organizational needs. 

Improve Innovation The organization adopts technology that is aligned with strategy. 

Improve Technology Decreased number of manual processes by increasing % of automated processes. 
CIOO Strategic Plan 2020-2023 7 

CIOO STRATEGY MAP 

The CIOO Strategy Map visually represents how Strategic Objectives interact with each Perspective. All Strategic Objectives 

fall under the umbrella of our four Strategic Themes: Effective Communication, Strategic Focus, Excellent Service Delivery, and 

Engaged Organization. 
CIOO Strategic Plan 2020-2023 8 

THEME: 

EFFECTIVE COMMUNICATION 

Each Strategic Objective directly addresses a single Perspective. Pairs of Strategic Objectives and Perspectives work 

together to support one or more Strategic Themes. On this page, see how the Strategic Objectives (bold) and Perspectives 

work together to support the Strategic Theme of Effective Communication. 

THEME DESCRIPTION 

Effective Communication: We promote transparency by sharing timely, relevant information that is integrated into daily 

operations. This enables sound decision-making, optimizes collaboration, and ensures operational excellence. 

CUSTOMER PERSPECTIVE 

 The CIOO shares accurate and timely data about changes to people, process, and technologies with 

internal and external business customers. Business customers understand the strategic plan and roadmap 

of the CIOO, and the CIOO’s priorities reflect those of its customers. This improved communication is 

reciprocated, as the CIOO actively encourages stakeholders to openly exchange information and provide 

feedback. Leadership and employees are actively consulted about changes to the IT environment, 

fostering improved partnerships between the CIOO and its business customers. Strong partnerships 

and a commitment to two-way communication about strategic priorities, systems, and services leads to 

increased customer satisfaction. 

FINANCIAL STEWARDSHIP PERSPECTIVE 

Technologies and systems are well-utilized, and duplicative software is retired. Effective communication 

within the CIOO reduces costs associated with the redundant purchases of goods and services across the 

organization. Systems, networks, and governance structures are simplified to support effective project 

deployment and improve the use of resources in the CIOO. 

INTERNAL PROCESS PERSPECTIVE 

The CIOO improves human capital management by aligning the FDIC’s IT workforce to its strategic 

priorities and filling key positions in a timely manner. Decisions are made at the lowest appropriate level 

and are timely and well-informed. Improved governance encourages defined objectives for new and 

legacy IT investments and initiatives. 

PEOPLE, TOOLS, AND TECHNOLOGY PERSPECTIVE 

The CIOO increases the knowledge, skills, and abilities of its staff to meet the FDIC’s needs, and the 

Organization provides training opportunities and Career Development Plans to develop staff and 

minimize skill gaps. Clear standard operating procedures help to transition technical and organization 

knowledge within the CIOO. 
CIOO Strategic Plan 2020-2023 9 

THEME: 

STRATEGIC FOCUS 

Each Strategic Objective directly addresses a single Perspective. Pairs of Strategic Objectives and Perspectives work together 

to support one or more Strategic Themes. On this page, see how the Strategic Objectives (bold) and Perspectives work 

together to support the Strategic Theme of Strategic Focus. 

THEME DESCRIPTION 

Strategic Focus: We continuously refine and execute on a clear, comprehensive, multi-year plan. This results in a modern, 

cost-effective, and agile IT environment that fosters business innovation, efficiency, and decision-making. 

CUSTOMER PERSPECTIVE 

 Improved communication helps business clients understand the CIOO’s strategic plan and roadmap. 

Insight into the CIOO’s priorities enhances two-way communication and improves customer satisfaction

with the CIOO. 

FINANCIAL STEWARDSHIP PERSPECTIVE 

CIOO budget and strategy are aligned. Costs are published and transparent, and operations and service 

budgets reflect the CIOO’s strategic priorities. IT investments and initiatives are selected for funding and 

execution based on strategic roadmaps. 

INTERNAL PROCESS PERSPECTIVE 

Clear strategic priorities allow the CIOO to align and improve human capital management to meet its 

future needs; key positions are filled in a timely manner, decision authority is delegated to the lowest 

appropriate level, and staff are given the training and resources to align their skills with CIOO priorities. 

Service delivery is improved as services and contracts better align with overarching CIOO strategy. A 

clear strategy also improves governance, resulting in timely, well-informed decisions. 

PEOPLE, TOOLS, AND TECHNOLOGY PERSPECTIVE 

The CIOO’s clear strategic goals allow for a common set of business requirements. Business needs are 

anticipated and planned for, and the Organization dedicates resources to improve innovation by 

identifying and testing new technologies. As new technologies are adopted, the CIOO provides 

infrastructure, technology, and training resources to increasing the knowledge, skills, and abilities of its 

workforce. 
CIOO Strategic Plan 2020-2023 10

THEME: 

EXCELLENT SERVICE DELIVERY 

Each Strategic Objective directly addresses a single Perspective. Pairs of Strategic Objectives and Perspectives work together 

to support one or more Strategic Themes. On this page, see how the Strategic Objectives (bold) and Perspectives work 

together to support the Strategic Theme of Excellent Service Delivery.

THEME DESCRIPTION 

Excellent Service Delivery: We provide secure, timely, efficient, and high-quality services that consistently exceed 

customer needs and expectations. 

CUSTOMER PERSPECTIVE 

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 increased customer satisfaction. 

FINANCIAL STEWARDSHIP PERSPECTIVE 

Strong understanding of customer needs helps the CIOO invest in impactful activities while reducing 

spending in areas with low return on investment. Automated monitoring, reduced network complexity, 

and reduced software duplication improve the utilization of IT assets. 

INTERNAL PROCESS PERSPECTIVE 

Service and product delivery are timely and accurate. The CIOO team maintains a catalogue of easy to use 

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, consistent, and repeatable, and staff are empowered to make decisions where 

appropriate. Improved governance means that CIOO staff and customers are empowered, not hindered, 

by bureaucracy. The CIOO promotes transparent communication with customers by building and 

improving communication processes. 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. 

PEOPLE, TOOLS, AND TECHNOLOGY PERSPECTIVE

Technology enables the secure, reliable, and scalable delivery of services by reducing manual processes 

and providing access to self-service capabilities. The CIOO improves technology by keeping systems 

current with the latest features and increasing automation. The CIOO improves workforce knowledge 

and skills to meet the demands of this new technology by offering training opportunities, focusing on 

knowledge management within the organization, and hiring key positions. 
CIOO Strategic Plan 2020-2023 11

THEME: 

ENGAGED ORGANIZATION 

Each Strategic Objective directly addresses a single Perspective. Pairs of Strategic Objectives and Perspectives work together 

to support one or more Strategic Themes. On this page, see how the Strategic Objectives (bold) and Perspectives work 

together to support the Strategic Theme of Engaged Organization.

DESCRIPTION 

Engaged Organization: We are an engaged and empowered trusted advisor to our customers and stakeholders. We 

develop and share knowledge and expertise to continuously improve the organization. Institutional knowledge and new 

expertise are infused and utilized to uplift the organization. We have the optimal resources to meet the needs of the 

FDIC. 

CUSTOMER PERSPECTIVE 

The CIOO shares accurate and timely data about changes to people, process, and technologies with 

internal and external business customers. Business customers understand the strategic plan and roadmap 

of the CIOO, and the CIOO’s priorities reflect those of its customers. This improved communication is 

reciprocated, as the CIOO actively encourages stakeholders to openly exchange information and provide 

feedback. Leadership and employees are actively consulted about changes to the IT environment, 

fostering improved partnerships between the CIOO and its business customers. Strong partnerships and 

a commitment to two-way communication about strategic priorities, systems, and services leads to 

increased customer satisfaction. 

FINANCIAL STEWARDSHIP PERSPECTIVE 

Strong understanding of customer needs and a commitment to continuous improvement drive the CIOO 

to invest in impactful activities while reducing spending in areas with low return on investment. 

Automated monitoring, reduced network complexity, and optimized enterprise software improve the 

utilization of IT assets. 

INTERNAL PROCESS PERSPECTIVE 

Clear strategic priorities allow the CIOO to align and improve human capital management to meet its 

future needs; key positions are filled in a timely manner, decision authority is delegated to the lowest 

appropriate level, and staff are given the training and resources to align their skills with CIOO priorities. 

Service delivery is improved as services and contracts better align with overarching CIOO strategy. A 

clear strategy also improves governance, resulting in timely, well-informed decisions. 

PEOPLE, TOOLS, AND TECHNOLOGY PERSPECTIVE

Technology enables the secure, reliable, and scalable delivery of services by reducing manual processes 

and providing access to self-service capabilities. The CIOO improves technology by keeping systems 

current with the latest features and increasing automation. The CIOO improves workforce knowledge 

and skills to meet the demands of this new technology by offering training opportunities, focusing on 

knowledge management within the organization, and hiring key positions. 
CIOO Strategic Plan 2020-2023 12

CONCLUSION 

AND PATH FORWARD 

The CIOO Strategic Plan reaffirms the organization’s commitment to supporting the mission and business of the FDIC. In 

approaching strategy from the perspectives of its customers, financial stewardship, internal process, and people, tools, 

and technology, this plan ensures that the needs of all stakeholders are met and that outcomes reflect the priorities of 

the FDIC. 

Moving forward, this Strategic Plan will serve as a dynamic and adaptive tool to guide the work of the CIOO across four 

Strategic Themes: 

 Effective Communication

 Strategic Focus

 Excellent Service Delivery

 Engaged Organization

The Strategic Themes above and their associated Strategic Objectives will provide structure and guidance for major 

initiatives undertaken by the CIOO across the next four years. While the plan does not exclusively dictate CIOO 

operations and strategies, it will guide the CIOO’s future.

The roadmap for much of the technical work introduced in the CIOO Strategic Plan is the CIOO’s IT Modernization 

Plan. The IT Modernization Plan will build on the Strategic Themes and Objectives identified in the Strategic Plan, and 

like the Strategic Plan, it will approach its goals from multiple perspectives. However, where the CIOO Strategic Plan is 

broad, the IT Modernization Plan will identify the specific actions required to modernize the FDIC’s IT environment. The 

IT Modernization Plan, which the CIOO plans to complete by August 15, 2019, will use a series of business drivers that 

describe the FDIC’s top priorities and goals, as well as business capabilities that cover the breadth of FDIC functions, to 

define the future state of IT for the Corporation, and recommend a five-year IT investment portfolio to achieve intended 

results. The roadmap will consider changes needed to people, processes, and technology to achieve our future state. 
CIOO Strategic Plan 2020-2023 13

APPENDIX: GLOSSARY 

Term Definition 

Balanced Scorecard 

An integrated strategic planning and performance management system that communicates 

with clarity an organization’s vision, mission, and strategy to employees and other 

stakeholders; aligns day-to-day work to vision and strategy; provides a framework for 

prioritizing programs and projects; and uses strategic performance measures and targets 

over four perspectives to measure progress.

Customers 

Customers are the direct beneficiaries of the organization's services or products. Sometimes 

it is the end user of the organization’s services or product, while other times it is the 

stakeholder with which value is given for value received (usually money in exchange for a 

product or service).

Enterprise 

Architecture 

A discipline for proactively and holistically leading enterprise responses to disruptive forces 

by identifying and analyzing the execution of change toward desired business vision and 

outcomes. 

Federal Risk and 

Authorization 

Management 

Program (FedRAMP) 

A government-wide program established in 2011 to provide a standardized approach to 

security assessment, authorization, and continuous monitoring for cloud products and 

services. 

Governance Process 

The act or process of governing. Providing authorization, direction or control. The enterprise 

architecture governance model defines the roles and relationships of the participating 

agencies, individuals and groups that oversee and control the development and maintenance 

of the enterprise architecture. 

Human Capital 

Management 

A set of practices related to people resource management and focused on the organizational 

need to provide specific competencies. Human Capital Management practices are 

implemented in three categories: workforce acquisition, workforce management and 

workforce optimization. 

Information 

Technology 

Investment 

This term refers to the expenditure of IT resources to address mission delivery and 

management support. An IT investment may include a project or projects for the 

development, modernization, enhancement, or maintenance of a single IT asset or group of 

IT assets with related functionality, and the subsequent operation of those assets in a 

production environment. 

IT Asset 

Anything (tangible or intangible) that has value to an organization, including, but not limited 

to: a computing device, IT system, IT network, IT circuit, software (both an installed instance 

and a physical instance), virtual computing platform (common in cloud and virtualized 

computing), and related hardware (e.g., locks, cabinets, keyboards) as well as people and 

intellectual property (including software). Assets are the lowest level at which IT is planned, 

acquired, implemented, and operated. 
CIOO Strategic Plan 2020-2023 14

APPENDIX: GLOSSARY 

Term Definition 

IT Modernization 

Roadmap 

A document that describes the business and technology plan for the entire organization 

using EA methods. The Roadmap provides current views, future views, and transition plans at 

an appropriate level of detail for all IT investments, services, systems, and programs. The 

Enterprise Roadmap also contains an IT asset inventory using the FEA Reference Models and 

other attachments or appendices for capital planning and investment control, enterprise 

architecture, shared service, and other planning products that provide additional information 

regarding Roadmap plans. 

Key Positions Positions that exert critical influence on the operational activities or strategic objectives of 

the organization. 

Operations 

The day-to-day management of an asset in which the asset is in operations production 

environment and produces the same product or provides a repetitive service. Operations 

include, but are not limited to, activities that operate data centers, help desks, operational 

centers, telecommunication centers, and end-user support services. 

Performance 

Measure 

Measurement is the description, often quantification, of a property of an object, activity, 

process, or result that enables comparisons across items being compared, or across time. 

Performance measures provide objective evidence of progress towards a strategic goal and 

are an analytical basis for decision-making.

Perspective 

A Perspective is a view of organizational strategic performance viewed through a particular 

“lens.” Typical perspectives include financial (or stewardship in the public sector), customer 

(stakeholder), internal process, and people, tools, and technology (or organizational growth). 

The organization's business model, which encompasses its mission, vision, and strategy, 

determine the appropriate perspective names. 

Project 

A temporary endeavor undertaken to accomplish a unique product or service with a defined 

start and end point and specific objectives that, when attained, signify completion. Projects 

can be undertaken for the development, modernization, enhancement, disposal, or 

maintenance of an IT asset. 

Stakeholder 

The universe of people, groups, and organizations that have an interest in the organization; 

examples include: customers, employees, vendors, regulators, directors, suppliers, and 

community groups. 

Strategic Objective 

The specific continuous improvement activities, balanced across the perspectives that break 

down strategy into smaller components and make strategy actionable by involving all 

employees in operationalizing the organization’s goals. 
CIOO Strategic Plan 2020-2023 15

APPENDIX: GLOSSARY 

Term Definition 

Strategic Planning 

An organizational management activity that is used to set priorities, focus energy and 

resources, strengthen operations, ensure that employees and other stakeholders are working 

toward common goals, establish agreement around intended outcomes/results, and assess 

and adjust the organization's direction in response to a changing environment. It is a 

disciplined effort that produces fundamental decisions and actions that shape and guide 

what an organization is, who it serves, what it does, and why it does it, with a focus on the 

future. Effective strategic planning articulates not only where an organization is going and 

the actions needed to make progress, but also how it will know if it is successful. The result 

of the planning process is a strategic plan. 

Strategic Results End outcomes from successfully executing the organization’s strategy.

Strategic Themes 

The four strategic focus areas that build on the customer value proposition to define the 

organization’s high-level business strategy, break down the vision and mission into action, 

and focus energy on desired strategic results. Note that the 2017-2020 Information 

Technology Strategic Plan refers to Themes as Goals.

Strategy Map 

A graphic that shows the most predominate cause-and-effect relationships between 

objectives in four perspectives. Linked objectives show how value is created by the 

organization.