Information Technology. April 19, 2012

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1 Information Technology April 19,

2 Overview Mission Statement Department Goals Key Performance Indicators 2011 Annual Customer Survey Scope of IT Services How Do We Improve IT Services Must Address Staffing Needs Must Address Training Needs 2011 Completed Projects 2012 Projects in Progress or Planned Questions 2

3 Mission Statement Develop an enterprise-focused department to consolidate, interface, and unify the various software systems and hardware platforms, working with teams from the private and public sectors to analyze the City s business processes, present / implement recommendations that will improve communications between citizens and the City, and streamline City services / processes by using Information Technology best practices and standards. 3

4 Department Goals Goal 1 - Customer Service - Provide effective service and support for technology applications, infrastructure, and projects Goal 2 - Business Operations Improvement - Manage projects and technologies that improve business efficiencies and operations To achieve these goals: Alignment with the goals and objectives of the Mayor and City Council Continue building relationships with each department through recurring IT governance meetings Establish departmental KPIs to measure performance 4

5 Key Performance Indicators (KPIs) HRIS/Time and Attendance Project On schedule Service Desk First Contact Resolution > 35% Call Abandonment Rate <= 8% Aged Service Requests <1% Customer Service Rating >= 4 (on a 1 5 scale) Annual Customer Survey >= 4 (on a 1 5 scale) Financial System Availability >= 99% 5

6 2011 Annual Customer Survey (3.49) IT procurement process needs to be improved Improve communication throughout the process Reduce time to deploy new PCs/equipment More after hours support is needed Training by IT staff is needed on a variety of topics Faster network/internet Better response time for closing service tickets Communication of annual survey results and actions 6

7 Scope of IT Services All IT services were consolidated as a result of Executive Order Desktop Computers 1000 Laptop Computers 400 Servers & Applications 550 Miles of Fiber 250 Network Devices 7000 Radios 4000 Phones and Mobile Devices 7

8 How Do We Improve IT Services Based on Goals and KPIs : 1. We must address staffing needs 2. We must address training needs 8

9 Staffing Level Differences Delta 27 (Reductions due to budget cuts) Impacted Services IT Service Desk Inconsistent customer experience Desktop Support PC deployment backlog has grown Financial System Only 3 FTEs (HIGH RISK) 9

10 Staffing Requests for FY 13 Changes Needed to Address Impacted Services New positions and upgrades 1 Desktop Services Support 3 Financial System Support 4 Upgrade Service Desk positions Financial Impact New Positions $263,000 Upgrade Service Desk Positions $53,000 10

11 Strategic Staffing Initiatives Created Service Assurance Manager Created Data/Application Architect Created Security Manager Created Business Operations Coordinator Created GIS Mapping Specialist Created Additional Network Engineer BI/Data Warehouse Analyst Directory Services Manager (former MS employee) Update Job Descriptions 11

12 Training Funding Differences General Fund Enterprise Fund 2007 $71,000 $66, $ 0 $57,200 Impact to services Service Desk personnel lack necessary skills System support in many areas is single threaded Cannot fully meet training needs of end users Severely impedes the application of new technologies 12

13 Training Requests for FY 13 Service Desk Security Network, Servers, Databases, PCs Web Design, Development, Maintenance Database Design, Tuning, Management Microsoft Office, Exchange, SQL Server, Tools Project Management & Business Analysis Business Intelligence Workflows, Reporting, Dashboards Financial/Imaging Systems Financial Impact $180,000 13

14 2011 Completed Projects Unique Employee ID Number System Change Document/Image Capture System Upgrade Fire Hydrant Inspection Database Improvements to CitiStat Dashboards for HR, Finance, Fire, and Police Legal Case Management Zoo Transition to TZMI Gas Monitoring System for Confined Spaces Business Continuity for Utility Billing System Contact & Issues Management for City Council 800MHz Site Controller Upgrade Sales Tax Rebate MFBE & BRIDGE Data Tracking GIS Map for Permits 14

15 2012 Projects in Progress or Planned Laptops, Software Updates, and Video Cameras for Police Department Voice over Internet Protocol (VoIP) Phone System Human Resource Information System (HRIS) - Time and Attendance and Recruiting Mobile Data Terminals/Software for Fire Department 800MHz Radio Rebanding Project Expansion of Data Warehouse and Business Intelligence Dashboards Enterprise Automatic Vehicle Location Computer Aided Dispatch (CAD) System Replacement for 911 Fleet/Fuel Management System Replacement Citywide / Statewide Radio Replacements New Parks Reservation System Police Forensics Lab Information System 15

16 Questions? 16

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