budget - berkeley, california 2019_it.pdf · provide excellent customer service through innovative...
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BUDGETFiscal Years 2020 – 2021
DEPARTMENT OF INFORMATION TECHNOLOGY
DEPARTMENT OF INFORMATION TECHNOLOGY
Vision
Provide excellent customer service through innovative and intuitive solutions with a diverse workforce to enable City operations to connect and
deliver quality solutions for the community.
MissionWe provide cost-effective smart technology solutions to our business partners and community with integrity and commitment to excellence.
Values
Leadership in Technology
We use an enterprise approach to provide innovative technology solutions to facilitate delivery of services to the community.
Be a Model of Customer Service
We are committed to anticipate and exceed customer service needs and be flexible to address and resolve competing priorities.
Integrity
We are committed to transparency and respectful communication in our relationships.
Collaboration
We work together as a team to be a collaborative and inclusive partner
with our clients and each other.
Responsiveness
We are responsible and accountable for our actions. We follow up and
follow through.
Effectiveness and Efficiency
We use best practices to deliver projects on time and within budget.
Berkeley’s 2018-2019 Strategic Plan Goals:
“Be a customer-focused organization that provides excellent, timely, easily-accessible service and information to the community”
“To provide state-of-the-art, well-maintained infrastructure, amenities, and facilities.”
Vacancy Rate
Vacant Filled
Director1 Position
Information Systems Manager
1 Position
Associate Management
Analyst1 Position
Department of Information TechnologyFY 2019 Organizational Chart
Total: 45.0 FTE Last Updated: July 5, 2018
Customer Service Manager
1 Position
Customer Service Supervisor1 Position
Customer Service Specialist III9 Positions
311 Customer Service
Enterprise Services
Sr. Systems Analyst1 Position
Information Systems Specialist
5 Positions
Information Systems Support Technician
2 Positions
Senior Information Systems Specialist
3 Positions
Operations and Security
Sr. Systems Analyst
1 Position
Applications Programmer
Analyst II9 Positions
Project Management (PMO) and Analytics
Administrative Assistant
1 Position
Sr. Systems Analyst1 Position
Applications Programmer Analyst
II
5 Positions
Database Administrator1 Position
Infrastructure, Security, Operations
Information Security Manager
1 Position
Sr. Systems Analyst
1 Position
DEPARTMENT OF INFORMATION TECHNOLOGY
Community Members
Over 42 Buildings
throughout the City
All Departments
1500+ Employees
WHO ARE OUR CUSTOMERS
DEPARTMENT OF INFORMATION TECHNOLOGY
Internet
Communication
Contract
Administration
Budget
Administration
Annual
Reporting
Performance
Metrics
SLA’s
Planning
and Strategy
Technology
Governance
and Innovation
Digital
Strategic Plan
IT and City
Strategic Goal
Alignment
Project
Oversight PRA
Community and User
Collaboration and Support
Community
Requests
311 Phone
Support
Research
Audit Support
Collaboration
Enterprise Security / Firewall
Account Management
FTP Server
Identity Management
Change Control
Helpdesk & Tier 1
Support
Service Management
Mobile Device
Support
EndUser Training and
Communication
Printing and Scanning
SupportFile Storage Data StorageLoad Balancers
Disaster
Recovery
File Server
Online Payments
Website
Data Analytics
Middleware Integration
VoIP
PC/Laptop
Support
Innovation / New
Projects
Project Management Office
Asset Management
Financial System
SupportEnterprise
Applications GIS
Business Applications Business AnalysisProject
ManagementQuality
Assurance
Intranet
Data Warehouse
Database Administration &
Support
Mobile/Wireless Wide Area Network
Operations
Mail Server
Streaming
Media
Remote Access
Data Center
Content Management
Data and Access Security
Video Conferencing
Servers
Configuration
Permissions
Device Security
Customer Service
Requests – Online,
See Click Fix
IT SERVICES
KEY ACCOMPLISHMENTS
FY18/FY19 Key Accomplishments
• Tech Exchange Digital Inclusion fair
• Implemented Phase 1 of FUND$ Replacement
• Completed vendor selection for website upgrade
• Started Cyber Resilience Plan and Business Impact Assessment
• Service Desk achieved a 15% increase in ticket resolution
• Completed 12 RFP’s and 9 RFP’s are in progress for various technology acquisitions
• Launched multiple data portals for community
DEPARTMENT OF INFORMATION TECHNOLOGY
Project Count
Work in Progress 105
Completed 37
Not Started 21
On Hold 6
Cancelled 3
Pending 2
10
5
37
21
6 3 2
PROJECT STATUS FY 2018/FY 2019
Work in Progress Completed Not Started
On Hold Cancelled Pending
E N G AG E D A N D I N F O R M E D C O M M U N I T Y M E M B E R S C U S T O M E R S E R V I C E I M P R O V E M E N T S
DEPARTMENT OF INFORMATION TECHNOLOGY
Mobile/Wireless - Expanded Public Wi-Fi to 13 City Locations
Records Online - www.cityofberkeley.info/recordsonline
Building Eye - https://berkeley.buildingeye.com
GIS Community Portal - https://www.cityofberkeley.info/gisportal/
Open Data Portal (Community Connection Portal) - The Berkeley Community Connection
DEPARTMENT OF INFORMATION TECHNOLOGY
Erma
Phase 1A
Live: Nov 1, 2018
Chart of Accounts / General Ledger
Requisition, Purchase Orders,
Contracts
Project Ledger
Accounts Payable
Erma
Phase 1B
In Progress
Accounts Receivable
General Billing
Cashiering
Erma
Phase 1C
In Progress
Human Resources
Payroll
FUND$ Replacement
Phase 2 Procurement in
progress
Zero Waste System
Work Order System including Facilities
Management
Fleet Management
Performance Management /
Learning Management System
FUND$ Replacement
Phase 3
Not Started
Business License System
Replacement
Property Tax Assessment System / Land Management
Module
FUND$ REPLACEMENT PROGRESS
WEBSITE UPGRADE
DEPARTMENT OF INFORMATION TECHNOLOGY
Completed in FY18
• Rolling Orange hired as redesign vendor
• Developed policies and standards to govern future website
• Citywide page-by-page review of existing web content
• Project kickoff with Rolling Orange in March 2019
Web Content Production
• Hiring web writers to re-write content for future website according to style guide and usability best practices
• Contracted writers to work in collaboration with city subject experts
• Piloting content production workflow summer 2019
WEBSITE UPGRADE – PROJECT TIMELINEDEPARTMENT OF INFORMATION TECHNOLOGY
March 2019
Strategy definition and technical
discovery
April 2019
Content model developed
May 2019
Sitemap created
June 2019
Wireframing
July 2019
Usability testing
August – October 2019
Visual design
September –November 2019
Citywide content production
September –December 2019
Site construction
January 2020
Content migration, QA testing
February 2020
User training
March 2020
Website launch!
CYBER RESILIENCE
DEPARTMENT OF INFORMATION TECHNOLOGY
Completed in FY19
• Presidio hired as vendor to help us develop our Cyber Resilience Plan (CRP)
• CLASS LLC hired as Citywide Business Impact Analysis (BIA) vendor
• Secondary and Redundant Internet connection eliminates City’s outage risk
Work in Progress
• Cyber Resilience Plan (CRP)
• BIA inputs for each department
• Disaster Recovery driven data center redesign & updated network for the Cloud
DEPARTMENT OF INFORMATION TECHNOLOGY
FINANCIALSIT Department FY 2020 Expenditures: By Type
StaffIT Operational
CostsHardware
ReplacementSoftware Licensing
OperationalTotal
$7,927,645 $2,700,599 $919,317 $1,574,618 $13,122,179
Staff60%
IT Operational Costs21%
Hardware Replacement
7%
Software Licensing
Operational12%
IT Department FY 2021 Expenditures: By Type
StaffIT Operational
CostsHardware
ReplacementSoftware Licensing
OperationalTotal
$8,119,411 $2,710,599 $919,317 $1,653,349 $13,402,676
Staff61%
IT Operational Costs20%
Hardware Replacement
7%
Software Licensing
Operational12%
DEPARTMENT OF INFORMATION TECHNOLOGY
Administration $ 1,352,308.31
Enterprise Services $ 1,290,025.46
Project Management and Analytics $ 1,839,295.65
Network Operations and Security $ 1,829,670.40
311 Customer Service $ 1,616,345.17
NON-PERSONNEL FUNDING BY DIVISION PERSONNEL FUNDING BY DIVISIONAdministration $ 449,320.00
Enterprise Services $ 681,000.00
Project Management and Analytics $ 430,748.00
Network Operations and Security $ 885,503.00
311 Customer Service $ 254,028.00
Administration17%
Enterprise Services25%
Project Management and Analytics
16%
Network Operations and
Security33%
311 Customer Service
9%
Administration17%
Enterprise Services
16%
Project Management and Analytics
23%
Network Operations and
Security23%
311 Customer Service
21%
311 STATISTICSDEPARTMENT OF INFORMATION TECHNOLOGY
0% 5% 10% 15% 20% 25% 30% 35%
City Center
Finance Refuse
Finance Cust…
PW Admin
Human…
Vital Statistics 2
Streets Sewers
City Clerk
PW…
Finance Admin
Vital Statistics 1
City Attorney
CityCenter
FinanceRefuse
FinanceCust Svc
PWAdmin
HumanResourc
es
VitalStatistic
s 2
StreetsSewers
CityClerk
PWTransportation
FinanceAdmin
VitalStatistic
s 1
CityAttorne
y
Series1 33% 30% 13% 5% 4% 4% 3% 3% 2% 1% 1% 1%
12 City Line and approximate call volume by line*Performance
MeasureFY 2017 FY 2018
FY 2019
Projection
TTL Incoming calls to 311 95,211 91,660 93,000
Calls Answered 81,761 77,905 79,500
Call Abandon Rate 14% 15% 15%
Online Service Requests 6,227 10,152 11,595
Emails, Voice Mail, Other 11,230 13,487 14,184
TTL 311 incoming contacts 112,668 115,299 118,779
1st Call Resolution 80% 84% 84%
311 CRM Cases 37,900 37,154 38,673
DEPARTMENT OF INFORMATION TECHNOLOGY
2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019
Sum of Total Interactions 66227 79280 84702 98840 101815 102870 102916 110974 112668 115299 118779
Sum of Calls Abandoned 4371 6406 6316 7214 8296 6114 8308 12614 13450 13755 14000
Sum of Staff Positions 9 10 9.5 8 8 8 8 8 8 8 9
0
2
4
6
8
10
12
0
20000
40000
60000
80000
100000
120000
140000
NU
MB
ER O
F ST
AFF
PO
SITI
ON
S
NU
MB
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F C
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TAC
TS
311 Customer Service History
FY 20/ FY 21 Projects:
• 56 New Projects
• 57 Carryover Projects
• Support Projects for Departments – U1 Measure, T1 Infrastructure Bond, Short Term Rentals
Annual Replacement
Projects:
• 5 Annual Hardware Replacement Projects
• PC, Server/Storage , Network Devices , Wireless Access Points, Uninterrupted Power Supplies (UPS)
Annual Reporting and Compliance
Projects:
• 6 Annual Compliance Reporting Requirements Projects
• PCI Compliance, HIPPA Security Risk Assessment, PHPIMS EHR Meaningful Use Attestation, TCM Program Cost report data and audit files, Business License Renewal, Property Tax Reporting to Alameda County
STRATEGIC PLANDEPARTMENT OF INFORMATION TECHNOLOGY
UPCOMING MAJOR PROJECTS – FY20/ FY21
DEPARTMENT OF INFORMATION TECHNOLOGY
FUND$ Replacement Website Upgrade Public Records Act311 – Customer
Relationship Management System
Data Center Infrastructure Upgrade,
Disaster Recovery Installation and Implementation
Cyber Resilience Plan / Business Impact
AssessmentBroadband Master Plan
Load Balancers and Remote Desktop
Office 365 – Exchange and One Drive
SharePoint IntranetDigital Permitting
System
C H A L L E N G E S - Annual Average of 11 Vacant Positions (24.4%)
DEPARTMENT OF INFORMATION TECHNOLOGY
1 1
6
3 3 3
1 1
3
1 1 1 1 1
3
1 1 1
6
3
1 1 1
5
AA AMA APA II CSS III ISS ISST SSA AA APA II CSS III DBA ISM SSA APA I APA II CSS III ISM ISS ISST APA II CSS III ISM ISS ISST
2015 2016 2017 2018
Total # of Annual Recruitments by Class Specification
• Class Specifications are outdated
• Refer to early 1990 technologies and skill set
• Don’t reflect the current department skillset required
• Retention Rate - low for new employees
• Recruitment Statistics
• 57 Recruitments in last 3 years for a staff of 45
• Annual average of 11 vacant positions (24.4%)
• Staffing Challenges
• Difficult to recruit – Expectation of Class Spec, Work and Skillset do not match
• Lack of growth opportunities for staff
• Lack of space impacts productivity
• Project Implementations Impact
• New Technology
• Implementation of Short Term Rentals, U1 Measure, T1 Bond
• Additional 311 calls
C H A L L E N G E SDEPARTMENT OF INFORMATION TECHNOLOGY
R E Q U E S T E D F U N D I N G
DEPARTMENT OF INFORMATION TECHNOLOGY
• Software Licensing 5-7% annual increase
• Cyber Security
FY 20 - $308,570
• Software Licensing 5-7% annual increase
• Cyber Security
FY21 - $380,853
UNFUNDED NEEDS
DEPARTMENT OF INFORMATION TECHNOLOGY
• Current Backup system is failing and needs replacement
• Current system is Not Compliant with O365 and new project needs / data retention policies
• One time costs FY20 - $550K (Includes Hardware, Software and Professional Services)
• Ongoing annual costs starting FY21 - $150K (Ongoing Hardware and Software Costs)
Backup System Replacement
• E911/NENA Grid Compliance Requirements
• One time Cost $350K (Professional Consulting)
• FY 20 - $200K
• FY 21 - $150K
• Ongoing Costs (Staff Time, Consulting help as needed)
GIS Master Address Database
IT Classification and Compensation Study
Enhance Cybersecurity Governance and Services
Ingrain Great Customer Service in the Team Culture
Strengthen IT Project Governance & Delivery
N E X T S T E P S / A C T I O N
DEPARTMENT OF INFORMATION TECHNOLOGY
DEPARTMENT OF INFORMATION TECHNOLOGY