Program: Information Systems + Solutions

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1 Service: Administration Ensure IS+S staff are provided with ongoing performance reviews, operational goals and skills growth opportunities to encourage them to grow to their highest potential. Perform annual performance reviews to all full-time staff to encourage recognition and support of staff development All employees received performance reviews. New PDQ re-developed for Systems Section staff and reviewed by committee Link individual performance goals to town goals and objectives All departmental reporting and project management initiates linked to town goals and objectives Encourage continued training and personal growth opportunities through specialized training, acting for senior staff on vacation, and secondments on to project teams 3 internal staff are on secondments at increased levels of responsibility and pay, 2 previous co-op students from Sheridan College were hired as full time contract staff 2 5 Internal staff moving within organization to higher levels of responsibility 3 internal staff are on secondments at increased levels of responsibility and pay, 1 3 Administration Customer Benefit / Impact #1 Total 2 2 Page 61

2 Our clients in the departments are regularly offered training to ensure that they have the skills and technologies available to perform their business function. # of training activities initiated by IS+S or by other departments in IS+S training rooms 341 training courses provided by Nov 4, 2011 total of 400+ training activities expected by Dec 31, Training materials are well organized, professional looking and available for all training sessions All courses ran on time and with proper courseware Training rooms are clean, comfortable and all technology works properly to ensure training is a positive, seamless and stress free experience New Training PC's installed in both Training rooms in New PCs have the latest in software and are operating at a superior level Surveys conducted at the end of training courses. % of responses ranking 4/5 or better. Surveys are given to the staff being trained after every course. Surveys are reviewed to ensure that there are not any issues. 85% 85% Administration Customer Benefit / Impact #2 Total Page 62

3 Staff within the departments are provided with the software, hardware and data resources required to perform their business function, while ensuring that the resources are cost effective, supportable and shareable organizational wide where appropriate. Increased re-use of centralized enterprise platforms such as JD Edwards, Class, Amanda, ESRI GIS, and Sharepoint Services 4 completed - 2 major platform migrations were completed Novell Netware to Microsoft Server ( complete), JD Edwards 8.x upgraded to JD Edwards 9.x 2 smaller applications migrated Existing and new data repositories are able to be referenced and leveraged by larger user groups 3 projects involved the expansion of departmental use of corporate data repositories, enabled departments to significantly enhance their ability to intercommunicate and support work teams through the use of Microsoft Sharepoint Municipal and Corporate market place is using similar tools and strategies to become more effective and responsive to our clients Novell Netware migrated to Microsoft Server, JD Edwards 8.x upgraded to JD Edwards 9.x, Eclipse PPM Project Management Server Implemented 85% 85% Administration #1 Total Page 63

4 Service: Projects & Development Develop and maintain web properties and eservices to provide access to information and Town services via the internet. # of annual visitor sessions at Oakville.ca Year to date have received 2,186,471 visits by approximately 670,000 visitors. 2,000,000 2,400,000 2,400,000 # of development projects implemented to improve or expand town services via the internet Specific to projects developed for internet/intranet service delivery. For 2011 the major initiative will be the web relaunch of Oakville.ca. Other web based initiatives have included Help Desk self service, Cultural portal, Committee Management tool, and PRESTO reporting Projects & Development Customer Benefit / Impact #1 Total Provide accessible, secure, reliable, user friendly, cost-effective applications, integrations and reports based on master sources of data in corporate applications that meet business requirements. % of integration amongst core applications Measure of completed integrations amongst potential integrations of core applications - Amanda, Class, ESRI, JDE, and Microsoft suite. In 2011 increased potential integrations including Outlook to SharePoint, MS Office to SharePoint and Windows Explorer, JDE to SharePoint, and JDE to Active Directory. 9 of 15 identified integrations. For 2012, provide more integration, but through fewer means (8/12) - 66% 60% 60% 66% # of solutions implemented to further customer benefit #1 Key initiatives for 2011 included the Novell to Microsoft Migration, PRESTO third party locations, IS+S project portfolio governance, CIS Upgrade, SCOM, InfoPath electronic forms, and the Amanda Upgrade. Note, shift in 2012 will be to web based solutions Page 64

5 # of research initiatives to further customer benefit #1 New measure for Number of research and proof of concept initiatives undertaken which may not be implemented but demonstrate potential functionality. Includes self service portals, employee lifecycle management, GIS Architecture investigation, Document Projects & Development #1 Total Service: Systems & Telecommunication Accessible, secure, reliable, user friendly, cost-effective systems and supports. % uptime, maximum availability (also, downtime hours per major incident) The older Novell file and print services were migrated to a newer Microsoft file and print services solution in 2011, along with a new hardware replicating Storage Area Network % 99.95% 99.95% % of physical system technology migrated to virtual technologies for enhanced ease of use and increased technology effectiveness 35% 40% 35% % of physical system technology migrated to blade technologies for enhanced ease of use and increased technology effectiveness 20% 22% 20% Page 65

6 % of Routers & Switches that are current or newer technology Systems & Telecommunication Customer Benefit / Impact #1 Total Backup and recovery of data. % of Commvault and Snapshop backups that are complete as per schedule 99% 99% Successes of backups/restores 99% 99% Systems & Telecommunication Customer Benefit / Impact #2 Total 99% 99% Corporate data assets safeguarded. Existence / description of disaster recovery and business resumption plan 99% 99% 99% "Lights Out" computer centre is available to provide disaster recovery for most major applications We now have a second disaster recovery site at the new transit facilities Page 66

7 Antivirus on all servers and workstations signatures updated daily 99.9% 99.9% % of security patches installed on Client Workstations within 48 hours of Microsoft release 95% 95% Systems & Telecommunication #1 Total 99.9% 95% Service: Application Support Secure, up to date, reliable, functioning and cost-effective systems with support and training where appropriate. % staff members surveyed who report that applications provided are reliable satisfaction with application(s) availability % staff members surveyed who report that applications provided are secure satisfaction with data access(security) % of clients surveyed who report that they are confident of their abilities to make use of the applications provided after receiving training average of user confidence, after training, for all applications. Page 67

8 % of clients surveyed who report that documentation is available and easy to follow and understand satisfaction with available support documentation Application Support Customer Benefit / Impact #1 Total Minimized downtime through server and database monitoring, and timely and skilled problem solving. % of calls responded to when application related tickets are created of calls were responded to 85% Average time to respond when call is not taken initially and customer has left a message closed same day. More complex issues may depend on business user or vendor input. # of clients serviced 85% Training, support and new functionality - Over 1,600 tickets managed. High number due to CIS upgrade. 600 > Application Support Customer Benefit / Impact #2 Total Efficient administration, support and training of corporate applications. Client satisfaction with access to information and applications when needed satisfaction with user requests for new accounts, security access changes Page 68

9 # of training hours by application, module or function Training was provided for the CIS upgrade and the AMANDA upgrade for Finance Substantially 200 # of people trained by application, module or function The SharePoint interface upgrade was delayed due to the Web redesign project so training was not required for every Portico user. Training was provide for SharePoint on a one on one basis as required. CIS training was required for Finance staff and GIS, EAMS and AMANDA training was provided for end users Not 100 Application Support #1 Total Substantially Service: Client Services & Help Desk Accessible, secure, reliable, user friendly, cost-effective systems and support. % of calls resolved within 24 hours The IS+S Help Desk growth has been as follows: 14,080 trouble tickets in 2008 (10% increase over 2007) with 75% closed same day 16,600 trouble tickets in 2009 (10% increase over 2008) with 83% closed within 24 Hours 16,500 trouble tickets in 2010 (0.6% decrease over 2009) with 86% closed within 24 Hours In 2011, we estimate that IS+S Help Desk will answer over 17,500 telephone inquiries (6% increase over 2010) with over 84% closed within 24 hours 84% 85% % of calls answered within 20 seconds 88% 89% 84% 89% Page 69

10 Percentage of the Number of tickets created are at least equal to number of calls received 98.5% Client and Help Desk Customer Benefit / Impact #1 Total Timely Coordination of all Corporate Technology Moves and New Building Setups. % of calls resolved within 24 hours This process includes following Corporate purchasing practices and meeting with clients to ensure all required tehcnology is identfied and price scoped out. All required technology configured and setup with all required software before move (setup) date. All technology delivered and setup before move in date. This includes ensuring all technology reaches destination in tact and ready for deployment (truck rental). Client and Help Desk Customer Benefit / Impact #2 Total Accurate Software/Hardware License Management Corporation up to date with all current hardware and software licences being used Page 70

11 Non-renewal of software packages not be utilized by Corporation. Accurate annual renewal of Microsoft software (desktop and server) enterprise agreements. Client and Help Desk #1 Total Delivery and Support of current up-to-date technology to allow Public facing departments to deliver their program services to the Public Ensure all Corporate computers are not older than 5 years old in order to ensure reliable service to the public Accomplished through yearly Evergreening of technology. 85% Ensure all public facing staff have technology (computers) up and operational in order to deliver service within 3 hours Accomplished by prioritizing of Help Desk tickets. 95% 98% 95% Client and Help Desk #2 Total Have current technolgy available and ready for Corporate Emergency Operation Centre (EOC) Ensure technology that is ear-marked for EOC is up-to-date and ready to go at all times. Accomplished by monthly inventory and updating of all EOC technology Client and Help Desk #3 Total Page 71

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