2015 BUDGET REVIEW TECHNOLOGY SERVICES CITY COUNCIL SEPTEMBER 2014

Transcription

1 2015 BUDGET REVIEW TECHNOLOGY SERVICES CITY COUNCIL SEPTEMBER 2014

2 Technology Services Strategic Overview TS Vision: We will become the nation s model for delivery of technology, media and contact center services for local government. Employee Engagement Operational Efficiency Agency Satisfaction Citizen Satisfaction Strategy 1 Attract and retain a skilled and motivated IT workforce Strategy 2 Through Peak Performance, develop a plan to staff Technology Services in a sustainable manner Strategy 3 Execute a plan to address deficiencies and opportunities as they are identified Strategy 4 Invest in Lean Six Sigma to equip all levels of Technology Services with the process tools needed to improve our business Strategy 1 Document and execute repeatable operational processes, consistent with industry best practices Strategy 2 Develop or procure tools to effectively manage operational systems and processes Strategy 3 Adopt a "cloud-first" strategy for services or infrastructure where hosted services are a higher value Strategy 4 Modernize datacenters and infrastructure, where doing so improves service or reduces risk Strategy 5 Realize the full value of our enterprise architecture and enterprise applications Strategy 1 Develop an effective system to understand agency business and business needs Strategy 2 Develop portfolio and project management processes consistent with industry standards Strategy 3 Develop a plan for "light" technologies and policies for agency-empowered solutions Strategy 4 Facilitate work anytime, anywhere by integrating mobility and collaboration technologies Strategy 1 Transform Denver 8 to a "media services" model Strategy 2 Prepare and equip 311 to engage citizens proactively and through multiple online channels Strategy 3 Improve access to government information Strategy 4 Improve citizen outreach capabilities Strategy 5 Create a comprehensive strategy and further leverage social media Strategy 5 Invest in employee technical training in support of our strategy, and consistent with industry best practices Strategy 6 Develop a sustainable funding model for Technology Services, consistent with our goals and strategy Strategy 5 Improve access, usability and visibility of City information Strategy 6 Invest in delivery of information and services to mobile devices - 2 -

3 Technology Services Organization Chart - 3 -

4 Technology Services Mission Level Metrics Priority Metrics Employee Engagement (-100 to 100) Operational Efficiency (1 to 5) Agency Satisfaction (1 to 5) Citizen Satisfaction (1 to 100) YTD 2015 Goals N/A N/A N/A Employee Engagement This score is an average of responses received from a survey issued by OHR. Operational Efficiency This measurement is based on industry best-practices to assess process maturity in an organization. The score ranges from 1 (ad-hoc) to 5 (innovating). Agency Satisfaction This score is an average of responses to a survey issued by TS and to which more than 340 responses were received. Citizen Satisfaction This score is an assessment of Denver 311 and is based on the 2014 national Citizen Survey. It is a composite score of the following areas: courtesy, overall impression, knowledge and responsiveness

5 Technology Services Base Budget Overview Expenditures 2012 Actual 2013 Actual 2014 Revised 2015 Proposed Base Variance % Variance General Fund $35,608,623 $39,129,252 $47,071,562 $51,473,000 $4,401, % Special Revenue Fund $4,856,005 $2,968,693 $5,482,955 $3,058,555 ($2,424,400)* % Other Funds $0 $0 $0 $0 N/A N/A Capital Improvement Fund $16,107,644 $20,473,000 $20,022,600 $18,347,600 ($1,675,000) -8.37% TOTAL $56,572,272 $62,570,945 $72,577,117 $72,879,155 $302, % Summary of 2015 Budget Proposal Expenditures An increase of $800k and 8.0 FTE due to 4.0 SRA positions moving to the General Fund, 3.0 positions to support the CAO s technology needs and 1.0 FTE to support Public Works Fleet needs. A decrease of 1.6 positions due to limited positions ending in Net increase 6.4. An increase of $2.4m due to licensing and maintenance increases for enterprise applications and contract increases for the following: Web Content Management System Qradar Varonis County Fusion Emerald City sheriff's scheduling system *Reduction in public service TV/SRF due to build-out complete in CCB. New Budget System MAAS 360 mobile device Storage equipment Router equipment Pawnshop application Work Order application DPD WiFi Second Web Filter Active Net for P&R Revenue 2012 Actual 2013 Actual 2014 Revised 2015 Proposed Base Variance General Fund $9,066,107 $9,376,257 $9,733,200 $9,867,100 $133,900 % Variance Cable TV Franchise Fee Reimbursement of Expenditures Jail Pay Phones - 5 -

6 Technology Services General Fund CSA Personnel Overview Career Service Authority (CSA) Employees 2013 Actual 2014 Revised Budget 2015 Proposed Budget % Change 2015 Budget Citywide 2015 % of Citywide Budget Total Personnel Budget $23,990,615 $28,570,618 $30,273, % $776,516, % Comp Time $41,510 $0 $0 N/A $2,734,100 N/A Overtime $8,114 $0 $0 N/A $16,400,400 N/A On-Call Budget $254,837 $230,280 $278, % $14,563, % On-Call FTE N/A % Total FTE CSA % 4, % Key Drivers: Overall Service Demand Drivers: 250 Data Connected Sites 8,783 End Users 10,501 Computers (desktops, laptops, and MDTs) 8,700 user radios 720 Servers, 89% yearly increase in storage demand 190+ Applications - 6 -

7 2015 Approved Budget Proposals Operations funding Description Cost FTE Convert Limited Analyst Position to Permanent Analyst position to support LIS and other applications. Service Desk After-Hours Support Through 3 rd Party Regular staff will be moved to normal business hours for improved response times and better coverage (*Net cost after reduction in shift premiums and overtime) Convert Limited Associate IT Developer (Oasis) to Permanent Convert limited position to permanent to support financial applications. Data Circuits Upgrade Upgraded data circuits will provide more efficient and more reliable connectivity to specific City locations, which will provide an enhanced internet connectivity experience for customers. Denver 8 TV Coverage of Elections Programming for coverage of the spring municipal and fall coordinated elections $108, $49,000* 0.0 $106, $108, $60, Financial Impact $432, Performance Metrics 2012 Actual 2013 Actual 2014 Estimated (First 6 months) (End of Year) Convert Limited Analyst Position to Permanent Number of Monday City Council meetings N/A N/A Service Desk After Hours Support Through 3 rd Party Abandoned calls/call wait times 8am 1pm N/A N/A 73/day 17 min wait 16/day 3 min wait 8/day 3 min wait Convert Limited Associate IT Developer (OASIS) to Permanent Support Calls by Year per Person Data Circuits Upgrade City sites on Metro Over Ethernet Connection Mission Level Metric Impact: Agency Satisfaction N/A N/A N/A N/A N/A

8 2015 Approved Budget Proposals Capital Improvement Funding Description Cost FTE Expand Number of Radios for DPD due to Additional Recruitments In 2014 DPD had additional recruitment classes, increasing the need for safety radios. Replace/Maintain Video Systems (Cameras and Associated Equipment) The City s video system infrastructure is aging and portions of it are in need of replacement. DPD and other agencies rely on the information obtained from the systems. The City must put in place a regular maintenance and replacement cycle to ensure the systems are reliable and efficient. $100, $75, Financial Impact $175, Performance Metrics 2012 Actual 2013 Actual 2014 Estimated (First 6 months) (End of Year) Surveillance Video Equipment Maintenance/Replacement Video system provisioning time in days N/A N/A 90 days 60 days 30 days Mission Level Metric Impact: Operational Efficiency

9 Technology Services Strategic Resource Alignment (SRA) Summary Twelve main functional service areas were reviewed and evaluated, service level targets were developed, and service delivery options identified. SRA Funding to Date 2012 $1.6 million was approved to take advantage of a deep year-end discount for needed SAN storage equipment $2.5 million was approved to start meeting critical needs identified within the SRA and an additional $3.7 million was approved upon the passage of 2A $2.6 million is included in the TS base budget to sustain SRA items implemented in 2013, which includes 16 FTE and ongoing maintenance and supplies. An additional $5.15 million was approved for funding further SRA implementation $1.1 million is included in TS base budget to sustain SRA items implemented in 2014, which includes 4 FTE and ongoing maintenance and supplies. An additional $3.8 million is currently earmarked to sustain the 2A level of funding for further SRA implementation Total to date (through 2014) - $12,950,000 and 20.0 FTEs - 9 -

10 SRA Governance, Risk & Compliance Audit Remediation Infrastructure Enterprise Backup Solution UPS Replacement at 10G PBX Replacement (Ongoing) Server Assessment Public Safety High-Speed Wireless for Police Cars Infrastructure Internet Capacity Improvements - Phase I Internet Capacity Improvements-Phase II Datacenter Improvements Computer Replacements Governance, Risk & Compliance IT Governance Analyst Infrastructure Cloud Hosting for Video Professional Services for Converged Infrastructure Professional Services for Systems Administration Operational Efficiency Level-Set Applications SolarWinds Expansion (Network Monitoring) 311 Queueing System Security Improvements Identity Services Engine (ISE) Wireless Security Operational Efficiency Business Intelligence (BI) SharePoint DMV Queueing 311 Workstation Upgrade Efficiency Applications (Oracle Toad, PM Tools) Adobe Enterprise Licensing Agreement WiFi to Additional 30 Sites Windows 7 Upgrades GIS Aerial Photography TS Training Security Improvements Varonis -File Share Security Management Security Modernization (Tenable Licensing, Patching Assessment) Operational Efficiency PMO Manager Application Data Developer Office 365 Asset Management Tool QA Automation Tool Security Improvements Administrative Access Control DR Planning and Testing Professional Services for Security Upgraded Anti-Spam Devices

11 2015 Approved Budget Proposals Strategic Resource Alignment Funding Description Cost FTE Manager Role for the Program Management Office The Manager for the Program Management Office will directly supervise Project Managers and provide compliance to the PMO methodology and maturation of the PMO staff. Application Data Developer The application data developer is needed to assist with City-wide efforts (i.e. marijuana) to identify and integrate the hundreds of disparate systems into an intelligent platform to help change outcomes. IT Governance Analyst The IT Governance Analyst will provide broadened scope of control verifications to include the automation of software configuration monitoring, dashboard construction and to supplement risk assessments, including business impact analysis, disaster recovery planning and process improvement initiatives. $150, $105, $111, Financial Impact $367, Performance Metrics 2012 Actual 2013 Actual 2014 Estimated (First 6 months) (End of Year) Manager for the PMO # of Direct Reports for PMO Director (Span of Control) IT Governance Analyst Scope of Control Verifications (# per month) Application Data Developer Interfaces to BI Warehouse N/A N/A Mission Level Metric Impact: Operational Efficiency

12 2015 Approved Budget Proposals Strategic Resource Alignment Funding Description Cost FTE QA Automation Tools Implementation of a QA automation tool to enhance the throughput of application testing; greater efficiencies gained by these tools will enable more automated testing, which will preclude the need for additional headcount. Asset Management Tool Implement an asset management tool for the City s hardware and software assets. Administrative Access Control (Elevated Security Permissions Management ) Acquire new software tools that will develop processes to improve control over elevated network permissions for technical personnel throughout the City. They will be able to perform their job responsibilities, but exposure to malicious activity will be limited. Establish Cloud (Hosting) for Video Migrate our video infrastructure to a professionally-managed datacenter. This will improve our reliability and decrease our provisioning times. Professional Services for Systems Administration (Radio System) Administrative services to be used for the radio system in support of both voice and data networks used by City agencies for communication. Office 365 This will provide , SharePoint, Lync (IM and Presence and video) as well as Office Suite for up to 5 devices per employee. Allows access to these services from anywhere, anytime*. *see page 13 for additional detail Professional Services for Converged Infrastructure Projects Used to assist in design, implementation and configuration of new and replacement data systems. $250, $162, $50, $180, $89, $1,200, $500, Financial Impact $2,431,

13 Office 365 Today s Environment Versioning Issues Collaboration Aging Infrastructure Supportability Limited Collaboration Larger Mailboxes Small Mailboxes Cloud Benefits Work Anywhere Always Current Operational Savings Up to 5 Devices

14 2015 Approved Budget Proposals Performance Metrics 2012 Actual 2013 Actual 2014 Estimated (First 6 months) (End of Year) Establish Cloud (Hosting) for Video Reliable Provisioning Time in Days Office 365 Devices covered by single license N/A N/A 180 days 90 days 60 days Asset Management Tool # of Hardware Assets Managed by TS Professional Services for Converged Infrastructure Projects Major Infrastructure Projects by Year QA Automation Tool Staffing required to accommodate testing requirements Administrative Access Control (Elevated Permissions Management) # of Local Admin Requests per Year Professional Services for Systems Administration (Radio System) P25 Rollout (Months to Complete) Mission Level Metric Impact: Operational Efficiency ,500 3,000 N/A N/A N/A N/A N/A N/A

15 2015 Approved Budget Proposals Strategic Resource Alignment Funding Description Cost FTE Disaster Recovery (DR) Planning and Testing Develop disaster recovery (DR) plans for our most critical business applications and infrastructure and design and execute DR testing for a subset of those identified systems. Anti Spam Device Upgrade anti-spam devices; as our current ones are no longer supported. $750, $15, Professional Services for Security Provide security review of applications and improve detection and recovery from cyber security incidents. $250, Financial Impact $1,015, Performance Metrics 2012 Actual 2013 Actual 2014 Estimated (First 6 months) (End of Year) Professional Services for Security Number of Log Sources Monitored/Events per Second Disaster Recovery Planning and Testing # of Critical Applications with no Formal DR Plan N/A N/A 923/10,000 2,000/15,000 3,000/20,000 N/A Anti-Spam Device % of Spam being blocked N/A N/A 93% 94% 95% Mission Level Metric Impact: Operational Efficiency

16 2015 Approved Budget Proposals Key Expansion Proposals Strategic Resource Alignment Funding Title: Customer Experience (Denver 8 TV CITYWATCH and Dtown). Description Cost FTE Denver 8 CITYWATCH Program Denver 8 programming to provide for CITYWATCH, a monthly video program of the highlights of the City s current affairs, interacts with newsmakers and provides a fast-paced news digest of City activities, programs and events. Denver 8 DTown Program The DTown programming provides a monthly video program of the rich culture of Denver. The show will guide residents and visitors to some of the City s main attractions and lesser-known treasures, emphasizing our high quality of life as an active and connected City. $53, $81, Financial Impact $134, Performance Metrics 2012 Actual 2013 Actual 2014 Estimated (First 6 months) (End of Year) CITYWATCH Episodes Dtown Episodes Mission Level Metric Impact: Citizen Satisfaction N/A N/A

17 Accomplishments from 2014 Playbooks Audit/Control Verifications Cloud Security Requirements for RFPs Sheriff s Dashboard Geocortex SCOT (DP Safety Youth Programs), VAU (Victim Assistance) CAO, DMV and Sheriff site redesign on Denvergov Accela Phase I Excise & License & ROW Operations Reorganization RFP for Cloud Processing Reengineering Enterprise Cashiering Upgrade DR Testing for Clerk & Recorder SharePoint for Clerk & Recorder Central Library Radios migrated to P Customer Service Training and FEMA Training Mayor s new Bi-weekly Video Addresses Denver Loft Sessions Backfill IT Support for Fleet Increased Library Bandwidth Change Management PCI Assessment Auditor s Office Audit Remediation Windows 7 PC Replacement Major Incident Management DPD Productivity Dashboard Enterprise Monitoring High-Speed Wireless in Police Cars PBX Replacement Wifi to Police Districts Improved Service Desk Wait Times 311 Passed the 2 Million Call Mark F5 Implementation Enterprise Project Portfolio Management Implementation And we ran out of room!