Brevard County Citizens Board of County Commissioners County Management Information Technology Department Programs and Services Information Systems Administration Telecommunications Software Development Client Services 169
INFORMATION TECHNOLOGY DEPARTMENT OPERATING REVENUES (SOURCES) FY 2013-2014 TOTAL BUDGET $6,976,932 Charges for Services 53.66% Miscellaneous 4.10% Transfers - Others 10.40% Transfers - General Revenue 15.17% Balance Forward - Operating 16.66% OPERATING EXPENDITURES (USES) FY 2013-2014 TOTAL BUDGET $ 6,976,932 Compensation and Benefits 4 Operating Expenses 52.31% Reserves - Operating 0.93% Debt Service 1.88% Capital Expenditures 4.88% Note: Total percentage may not equal 100% due to rounding. 170
INFORMATION TECHNOLOGY DEPARTMENT: SUMMARY MISSION STATEMENT: The Information Technology Department, within available resources, continues to apply advances in technology to deliver cost effective, practical solutions. PROGRAMS AND SERVICES: ACCOMPLISHMENTS, INITIATIVES, TRENDS AND ISSUES AND SERVICE LEVEL IMPACTS: PROGRAM: TELECOMMUNICATIONS Accomplishments: Through the innovative use of wireless technology, the County reduced the Library System s circuit costs by $63,000 per year and increased grant reimbursements by 10%. Through a greater emphasis on analysis of Internet and ethernet circuits, and by taking a multi-vendor approach to select circuits, Information Technology (I.T.) has reduced costs by as much as 80% while increasing performance. Initiatives: Continue the process of redesigning the County s Wide Area Network around ethernet technologies in order to reduce long-term circuit costs, increase simplicity and reliability, and decrease overall maintenance costs. Continue the evaluation and testing of Board-hosted Voice Over Internet Protocol systems in order to eventually replace legacy Public Board Exchange (PBX) systems, Centrex (business telephone) lines and aging telephones. Continue to evaluate the data needs of individual departments and analyze requirements in order to consolidate services or use technology advancements to implement more efficient solutions. Trends and Issues: Telecommunications technology advances continuously. By standardizing equipment and consolidating protocols, significant recurring costs can be eliminated. Being poised financially and contractually to take advantage of advances in technology is critical. Voice Over Internet Protocol telephones are becoming the norm. Voice over Internet Protocol handsets have historically been price-prohibitive, but have significantly decreased in price due to demand. Service Level Impacts: By significantly reducing data and voice circuit and system costs, the I.T. Department is freeing up resources in County departments to more efficiently meet the needs of Brevard s citizenry. 171
INFORMATION TECHNOLOGY DEPARTMENT: SUMMARY PROGRAM: SOFTWARE DEVELOPMENT Accomplishments: Redesigned the Board of County Commissioners website using new technologies with a focus on self-service and providing quick, relevant information. Developed custom Geographic Information System (G.I.S) mapping and analysis websites and tools for internal departments so they can quickly perform their specialized, department specific geospatial analysis tasks. Upgraded the Library Systems main online card catalog to deliver a cleaner, more intuitive catalog that provides better promotion of library materials, gives citizens more visibility to options and account issues, and allows easier access to the Library s ebook and eaudiobook collections. Initiatives: Shift the Department s focus to a more sophisticated and proactive approach to applying information technology within the County. Embrace the mobile revolution with handheld, device friendly pages that offer immediate information at citizen s fingertips. Provide infrastructure for development of, and access to, public G.I.S mapping websites using G.I.S application development technologies that maximize device compatibility. Continue to increase the usability of the Library s online services. Trends and Issues: Pay scales of software developers and business analysts continue to outpace other professions in the private sector, while they have been stagnant for those employed in County service. This is causing a high-level of turnover within the I.T. Department of highly-skilled and productive employees. Citizens increasingly desire to be empowered with self-service functionality throughout the web portal in an effort to conserve time and enhance convenience. Internal users want specialized, custom G.I.S applications and tools that speed up or automate their daily tasks. Citizens increasingly desire self-service and 24x7 access to view and search Web-based G.I.S. maps for information on a variety of desktop and mobile devices. Citizens are expecting more Library services to be available online for use on their home computers and mobile devices. The trend is for Libraries to continue providing all services available today plus expanding the electronic offerings such as ebooks, eaudiobooks, online databases, and the use of mobile apps to enhance their patron s Library experience. 172
INFORMATION TECHNOLOGY DEPARTMENT: SUMMARY Service Level Impacts: Increasing turnover among the best and brightest Information Technology (IT) staff will result in lower over-all efficiency in the County leading to higher than necessary levels of taxation and lower than necessary levels of service. The Brevard web portal strives to utilize technology to the fullest to compensate for common government issues such as reduced budgets, workforce, and levels of service. Providing numerous online self-service opportunities for citizens, helps to reduce unnecessary phone calls or email inquiries that previously consumed staff time; saving time, labor costs, and important budget dollars. PROGRAM: SUPPORT SERVICES Accomplishments: Installed and configured new storage controllers at the Emergency Operations Center and the Moore Justice Center allowing the County to take advantage of improved disaster recovery capabilities as well a significantly higher degree of data management. Upgraded the County s Financial Management System to the latest release. Initiatives: Continue to improve backup, restoration and disaster recovery processes. Continue to improve the Department s ability to monitor critical network and server infrastructure in order to resolve problems either before they happen or rapidly thereafter. Trends and Issues: Pay scales of System Administrators continue to outpace other professions in the private sector, while they have been stagnant for those employed in County service. This is causing a high-level of turnover within the I.T. Department of highly-skilled and productive employees. Data backup windows have been increasing with the addition of more computer systems. County Departments continue to purchase new and more sophisticated computer systems. The I.T. Department has not been able to increase staff to meet the increased workload. Service Level Impacts: Increasing turnover among the best and brightest I.T. staff will result in lower over-all efficiency in the County, leading to higher than necessary levels of taxation and lower than necessary levels of service. Full implementation of the new storage controllers will improve the I.T. Department s ability to ensure data integrity and survivability, as well as minimize the costs associated with ever growing data expansion. 173
INFORMATION TECHNOLOGY DEPARTMENT: SUMMARY PROGRAM: CLIENT SERVICES Accomplishments: Implemented the LANDesk Service Desk system for Brevard County in order to develop an Information Technology Infrastructure Library compliant environment. Replaced the Rip-n-Run printers at fire stations, reducing the number of outages from 54 per year to zero. Initiatives: Reorganize the Help Desk in order to closer conform to Information Technology Infrastructure Library Service Desk standards, provide cost analysis according to private sector standards, and reduce the number of calls being passed to Tier 3 level staff members. Trends and Issues: County Departments continue to purchase new and more sophisticated computer systems. The I.T. Department has not been able to increase staff to meet the increased workload. Service Level Impacts: Replacing the fire station printers has nearly eliminated printing issues as well as eliminated the need for I.T. staff to go on-site to resolve printing issues. This has improved Fire Rescue s ability to respond to calls in a timely manner, improving public safety, as well as reducing costs to the taxpayer by increasing I.T. and Fire Rescue efficiency. The low staffing level of the I.T. Help Desk means that County employees are waiting longer to get computer and software problems resolved; reducing the labor efficiency of the County as well as reducing the level of service to the public. 174
INFORMATION TECHNOLOGY DEPARTMENT: DEPARTMENT SUMMARY DEPARTMENT REVENUES AND EXPENDITURES Actual FY2011-2012 Final Budget FY2012-2013 Adopted Budget FY2013-2014 Difference Inc/(Dec) % Inc/(Dec) REVENUES: Taxes $0 $0 $0 $0 Permits, Fees, & Spec. Assess. $0 $0 $0 $0 Intergovernmental $0 $0 $0 $0 Charges for Services $4,419,769 $4,529,285 $3,744,113 ($785,172) (17.34%) Fines and Forfeits $0 $0 $0 $0 Miscellaneous $252,475 $335,842 $286,379 ($49,463) (14.73%) Statutory Reduction $0 ($16,972) $0 $16,972 (10) Operating Revenues: $4,672,244 $4,848,155 $4,030,492 ($817,663) (16.87%) Balance Forward $1,361,573 $1,628,998 $1,162,634 ($466,364) (28.63%) Transfers - General Revenue $886,302 $1,407,272 $1,058,150 ($349,122) (24.81%) Transfers - Others $833,572 $785,081 $725,656 ($59,425) (7.57%) Other Finance Sources $0 $0 $0 $0 Non-Operating Revenues: $3,081,447 $3,821,351 $2,946,440 ($874,911) (22.90%) TOTAL REVENUES: $7,753,691 $8,669,506 $6,976,932 ($1,692,574) (19.52%) EXPENDITURES: Compensation and Benefits $2,538,975 $2,695,313 $2,790,630 $95,317 3.54% Operating Expenses $3,217,164 $4,568,977 $3,649,515 ($919,462) (20.12%) Capital Outlay $817,322 $1,301,692 $340,744 ($960,948) (73.82%) Grants and Aid $0 $0 $0 $0 Operating Expenditures: $6,573,462 $8,565,982 $6,780,889 ($1,785,093) (20.84%) CIP $0 $0 $0 $0 Debt Service $131,499 $0 $131,499 $131,499 Reserves - Operating $0 $103,524 $64,544 ($38,980) (37.65%) Reserves - Capital $0 $0 $0 $0 Reserves - Restricted $0 $0 $0 $0 Transfers $0 $0 $0 $0 Non-Operating Expenditures: $131,499 $103,524 $196,043 $92,519 89.37% TOTAL EXPENDITURES: $6,704,961 $8,669,506 $6,976,932 ($1,692,574) (19.52%) PERSONNEL: Full-time Positions Part-time Positions Full-time Equivalent 41.00 1.00 43.00 44.00 41.50 43.00 44.00 1.00 1.00 2.33% 2.33% Temporary FTE Seasonal FTE 175
BUDGET ANALYSIS: REVENUES: INFORMATION TECHNOLOGY DEPARTMENT: PROGRAM PROFILE Operating Revenues decrease by ($817,663), or 16.87 % due primarily to a 17.34%, or ($785,172) reduction in Charges for Services. As a result of an accounting change initiated by County Finance, Miscellaneous Income decline by 14.73%, or ($49,463). Several departments now expense directly rather than through Information Technology. It should also be noted that Internal Service Funds are not offsetting revenue by the Statutory Reduction. Non-Operating Revenues decrease by 22.90%, or ($874,911) due primarily to a 28.63%, or ($466,364) decline in Balance Forward, associated with ongoing operations and projects. The General Fund transfer declines by 24.81%, or ($349,122). Transfers from Others decrease 7.57%, or ($59,425) due to changes in labor and benefit allocations supporting County departments. EXPENDITURES: Operating Expenditures decline ($1,785,093), or 20.84% due to a 73.82%, or ($960,948) reduction in planned Capital Outlay as a result of several completed projects in fiscal year 2013. Operating Expenses decrease ($919,462), or 20.12%, primarily due to one time efficiencies gained in the telecommunications systems. Compensation and Benefits increase 3.54%, or $95,317 due to increases in wages, retirement and health insurance rates. Non-Operating Expenditures increase $92,519, or 89.37%. Debt Service in the amount of $131,499, is appropriated for network upgrades. Operating Reserves decrease 37.65%, or ($38,980) to fund Information Technology Operations. PROGRAM CHANGES: UNFUNDED 1. Network Administrator $51,910 2. Systems Administrator $56,515 3. Business Analyst $51,910 4. Information Technology Technician I $36,584 $196,919 176
INFORMATION TECHNOLOGY DEPARTMENT: PERFORMANCE MEASURES GOALS: To apply advances in technology to automate business processes. This will, in turn, enable users to provide expanded services to residents and visitors in a timely, accurate and cost effective manner. FY 2012-2013 MAJOR ACCOMPLISHMENTS: 1. Performed a significant upgrade of the County's Financial Management System. 2. Completed an Upgrade of the County's Website to a more up to date look and feel. 3. Installed a New Storage System that will Improve our Disaster Recovery Capabilities. FY 2013-2014 INITIATIVES: 1. Create a Mobile Device, Friendly Website. 2. Begin Implementation of a Modern, Wireless Wide Area Network where Applicable. 3. Apply Increased Resources to Improve Efficiency by Implementing Technology. FOCUS AREA 1.0 CUSTOMER OBJECTIVES 1.60 Deliver Excellent Customer Service MEASURES System Outages Calls Completed on Time Survey Responses Marked Favorable Time Systems are Available ACTUAL FY 2011-12 New Measure 94% New Measure 99% TARGET FY 2012-13 4 80% 99% TARGET FY 2013-2014 4 85% 90% 90% 99% 2.20 Effective and Efficient Operation Cost per Service Request Tier 1 New Measure $25 $25 Cost per Service 2.0 Request Tier 2 New Measure $200 OPERATIONAL Calls Completed by Tier EFFECTIVENESS/ 1 and Tier 2 EFFICIENCY New Measure 70% $200 75% Defects per Application New Measure.35.30 3.0 EMPLOYEE DEVELOPMENT & INNOVATION 3.10 Develop Workforce Project Tasks Completed on Time New Measure New Measure 65% 4.0 FINANCIAL MANAGEMENT 4.10 Meet Financial & Budget Requirements Operating Budget vs Operating Actual 93% 99% 100% 177
INFORMATION TECHNOLOGY DEPARTMENT : TRAVEL A & B SUMMARY DESCRIPTION POSITION DESTINATION FUNDING SOURCE TOTAL COST INFORMATION TECHNOLOGY DEPARTMENT FLGISA Director Daytona Bch, FL User Fees $215 MS SharePoint Admin System Analyst Orlando, FL User Fees $3,650 Cisco Works LMSA System Analyst Orlando, FL User Fees $4,050 Mobile Applications Esri Conference Esri Conference LANDesk Service Desk LANDesk Service Desk Software Analyst Software Analyst Software Analyst Client Server Analyst Client Server Analyst Orlando, FL User Fees $3,217 San Diego, CA User Fees $2,400 Palm Springs, CA User Fees $2,500 Salt Lake City, UT User Fees $6,285 Salt Lake City, UT User Fees $6,285 TOTAL FOR PROGRAM: $28,602 178
INFORMATION TECHNOLOGY DEPARTMENT: CAPITAL OUTLAY SUMMARY 1 DESCRIPTION QUANTITY UNIT COST IT TELECOMMUNICATIONS FUNDING SOURCE TOTAL COST UPS Replacements - GCA/3000APC 4 $2,000 User Fees $8,000 NetApp Disk Shelf at MJC for Backup 1 $25,000 User Fees $25,000 IBM Blade/Core for MJC for Backup 3 $9,700 User Fees $29,100 Production Oracle Raid Array 1 $25,000 User Fees $25,000 C3KX-SM-10G 1 $12,750 User Fees $12,750 Cisco SFP-10G-LR up to 10k Optics 1 $8,160 User Fees $8,160 Catalyst 3750X 24 Port PoE IP Services 1 $15,400 User Fees $15,400 Cisco Wireless Access Points 1 $2,339 User Fees $2,339 Network Switch Upgrades 1 $20,000 User Fees $20,000 Payroll Printer 1 $11,000 User Fees $11,000 Senior System Admin's PC 1 $2,200 User Fees $2,200 PRTG Software 1 $1,700 User Fees $1,700 Video Conferencing System 1 $60,000 User Fees $65,000 FireEye Enterprise Malware Protection 1 $28,000 User Fees $33,000 VOIP Equipment 1 $50,000 User Fees $54,320 Work Station Computer 1 $2,596 User Fees $2,596 Work Station Computer 1 $2,597 User Fees $2,597 Work Station Computer 1 $2,597 User Fees $2,597 Work Station Computer 1 $2,597 User Fees $2,597 Computer for GIS analysis 1 $730 User Fees $730 Workstation for processing raster image 1 $1,700 User Fees $1,700 Laptop Computers for Technician 1 $2,597 User Fees $2,597 Laptop Computers for Technician 1 $2,597 User Fees $2,597 Work Station Computers 1 $1,998 User Fees $1,998 Work Station Computers 1 $1,998 User Fees $1,998 High End Mobil Work Station 1 $2,884 User Fees $2,884 Laptop Computers for Technician 1 $2,884 User Fees $2,884 TOTAL FOR PROGRAM: 32 $340,744 1 Expenditures for equipment with a value in excess of $750 and an expected life of more than one year (e.g. automobiles and furniture). 179