information technology - san mateo, ca

INFORMATION TECHNOLOGY

MISSION STATEMENT The mission of the Department of Information Technology (DoIT) is to provide technology leadership and exceptional customer service through collaboration and partnership with departmental business units. Our mantra is “DoIT – Serving Our Community, through Technology, in Government” STRUCTURE AND SERVICES The Department of Information Technology (DoIT) is comprised of three Divisions: the Software Systems and Strategic Support Division, the Systems and Network Support Division, and the Citywide Software and Systems Division. All citywide systems operate 24 hours a day, 7 days a week to provide continuous service to all operating departments. The Software Systems and Strategic Support Division is responsible for the development, support, and maintenance of a combination of over thirty (30) citywide and department-specific business software applications. In support of providing services to the community, the Division assists departments in identifying, implementing, and maintaining technological solutions to make their operations more efficient. The identification and research associated with new and emerging technological solutions that are determined to be of significant strategic value to the organization and community also fall under Software Systems and Strategic Support Division. The purpose of these strategic initiatives is to anticipate and refresh various aspects of the City’s

technology infrastructure in anticipation of department and the community needs for enhanced services provided through the use of state-of-the-art technology solutions. In addition, this Division oversees the City’s cable television (CATV) franchises and is responsible for coordinating

agreements and franchise compliance in conjunction with the City Attorney’s Office. The Geographic Information System (GIS) unit provides citywide support of mapping and analysis functions in support of departmental operations and cross-department sharing of basemap layers. To enhance the department’s focus on customer service, in FY12-13 the HelpDesk Support unit which provides assistance for City staff on the use of desktops, keeping desktop software current, installing new PC hardware and software packages, and providing related user training will be reorganized into a new Division. The Web Support unit which coordinates the presentation design and content management of the City’s website and intranet will be combined with the GIS unit into a new Public-Facing Communications Division. Also, a variety of word processing and desktop publishing services previously provided for all City departments by the Word Processing Unit in this Division will be decentralized to other divisions or other operating departments or provided via professional service contracts, as appropriate. The Systems and Network Support Division maintains the City’s technology infrastructure,

ensuring connectivity between and among twenty-eight (28) City facilities utilizing the Astound Institutional Network (I-Net) and wireless communications. In support of the City’s various

business systems, the Systems and Network Support Division also operates Local Area

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City of San Mateo

Networks/Wide Area Networks (LAN/WAN) to ensure access to the Internet and approximately sixty (60) servers from approximately 1000 workstations and 200 peripherals located throughout all departments. This unit also manages telephone service for all City departments including 850 handsets, an integrated voice mail system with 950 voicemail boxes, and a call accounting system. Radio communications system support services previously provided by the Communications Unit in this division have been reallocated to other operating departments, as appropriate. The Citywide Software and Systems Division is used solely for accounting purposes to capture expenses associated with systems and software that are shared by all departments. KEY DEPARTMENT INITIATIVES 2012-13

Complete conversion from IBM AS400 including: o Support the completion of the Human Resources / Payroll system conversion o Complete conversion from legacy electronic document management system (RVI) to SIRE

(electronic document management system) Complete citywide implementation of meeting agenda system (Agenda-Plus) Implement Minutes-Plus and Video-Plus to enhance public access to Council

processes Continue to provide support in the form of project management oversight to the CityView and

HR/Payroll Core Committees Continue work on public-facing Community GIS website Continue to provide support for Civic Facilities for new/remodels of City facilities (Fire Station 24) Develop mobile device deployment and management strategy

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Two Year Business Plan 2012 - 2014

INFORMATION TECHNOLOGY PERFORMANCE MEASURES*

2010-11

Actual

2011-12

Target

2011-12

Estimate

2012-13

Target

2013-14

Target

BUSINESS SUPPORT

Percent of non-Work Plan business application

support projects requested (requiring 40 or more

hours of work) that are completed within agreed

upon time and scope

N/A N/A N/A 90% 90%

CUSTOMER SUPPORT

Percent of calls for service defined by an

immediate or urgent nature (24/7/365) that are

addressed, escalated, or completed within 30

minutes

N/A N/A N/A 100% 100%

Percent of routine calls for service completed

within 72 hours or less

N/A N/A N/A 90% 90%

Total number of calls for service (in the reporting

quarter)

N/A N/A N/A

Percent of end user overall satisfaction based on

the annual customer service survey

N/A N/A N/A 80% 80%

PUBLIC-FACING COMMUNICATIONS

Percent of the total number of requests for map

and GIS analysis completed within agreed upon

time and scope

N/A N/A N/A 90% 90%

Percent of Total Map Layers (130) maintained in

GIS-geo-database

N/A N/A N/A 50% 50%

Number of map layers vetted by GIS program

and published to Internet-Web

N/A N/A N/A 20 35

Percent of total web support requests completed

within agreed upon time and scope

N/A N/A N/A 90% 90%

SYSTEMS/NETWORK

Percent of time infrastructure meets 99%

availability (composite of network and critical

server systems)

N/A N/A N/A 99% 99%

Percent of ad hoc systems/network projects

requiring 40 hours or more completed within

agreed upon time and scope

N/A N/A N/A 75% 75%

* Performance Measures for Information Technology were revised and reporting for these measures will begin in

2012-13.

City of San Mateo

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Department of Information Technology Performance Measurement Results

Assessment In FY 10/11 calls for mission critical applications such as network, email, internet, phone, radio met or exceeded the 4 hour response period. Help desk response has improved due in part to the addition of staff resources and fully utilizing the Service request management system (TRACK-IT). Helpdesk staff have been trained in best practices and are accountable and empowered to make decisions, following work orders request from beginning to end. Next Steps Updates to the inventory management & purchasing modules of TRACK-IT are underway. These updates will allow helpdesk to streamline the purchasing of authorized equipment, while accurately tracking

Assessment Response time remains high due to stock of radios as well as a complete replacement of the phone system in 2009. Next Steps Programming of non-Police radios to accoomodate FCC requirements is planned for 2013. The programming changes will be performed by the selected radio vendor. In FY12-13, radio maintenance will be reallocated to other operating departments, as appropriate.

Customer satisfaction rating Assessment Customer satisfaction with general D.O.I.T services was rated as good to excellent (96.74%) with nearly a 5% increase over previous years. The increase was the result of filling vacancy’s with highly skilled specialists, tightening our security measures and the redeployment of staff for maximum performance. Assessments of customer concerns and follow-up actions have been taken to resolve issues. Next Steps DoIT will continue to look for opportunities to maximize support levels while keeping its mission aligned with the overall city vision for customer support. Further enhancement of productivities tools additional training opportunities for end users, enhanced support delivery methods, along with continued fiscal responsibility will be among the ongoing efforts of the DoIT team.

96.6

92.3

95.2

93

86

91.11 92.26

96.74

80

82

84

86

88

90

92

94

96

98

Customer Satisfaction Rating for Overall IT Services

0

20

40

60

80

100

120

Pri

ori

ty 1

Call

s R

eso

lved

Wit

hin

4

Ho

urs

Radio Malfunction Call Response

Goal Actual

0

20

40

60

80

100

120

Ca

lls

Re

so

lve

d W

ith

in 4

Ho

urs

Help Desk Call Response

Goal Actual

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INFORMATION TECHNOLOGY

DEPARTMENT SUMMARY Actual Budget Estimate Adopted Projected FTE's

2010-11 2011-12 2011-12 2012-13 2013-14

(As amended)

EXPENDITURES

By Program

SOFTWARE/STRATEGIC SUPPORT 1,250,265 1,387,723 1,195,934 1,837,472 * 1,900,781 10.25

SYSTEMS & NETWORK SUPPORT 1,109,022 962,288 1,111,356 1,058,682 * 1,099,806 6.12

CITYWIDE SOFTWARE & SYSTEMS MAINTENANCE245,185 453,175 311,320 449,259 449,259 0.00

Total $2,604,472 $2,803,186 $2,618,610 $3,345,413 $3,449,846 16.37

By Category

Salaries and Benefits 1,702,320 1,529,647 1,548,979 1,952,103 2,049,306

Operating Expenses 361,487 707,714 524,577 797,820 805,050

Capital Outlay 540,665 565,825 545,054 595,490 595,490

Total $2,604,472 $2,803,186 $2,618,610 $3,345,413 $3,449,846

REVENUE

General Fund 2,618,610 3,345,413 3,449,846

Total $2,618,610 $3,345,413 $3,449,846

* IT positions previously allocated to operating departments have been consolidated to the IT budget

The GIS Coordinator, Systems Analyst II and Network Technician are charged back via Indirect

Cost Allocations

Merit 15.00

Part Time 0.96

Over Time 0.41

Total 16.37

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City of San Mateo

PROGRAM: SOFTWARE SYSTEMS AND STRATEGIC

SUPPORT

Business Systems: Steve Yoshifuji, 650-522-7053

Customer Support: Kevin McGill, 650-522-7056

Public-Facing Communications: Patrick Crevelt, 650-522-7064

Overview

This program is responsible for the (1) daily operations, maintenance, and integration of the City’s

automated business systems, both for citywide and department-specific business processes (2) customer support (HelpDesk) which provides assistance for City staff on the use of desktop applications and (3) public-facing communications including Geographic Information Systems and web support services. The program area also has a wide array of responsibilities including coordination of local cable television franchises, project management, development/updating IT policies and procedures, and identifying and advancing key strategic initiatives based on industry trends, emerging technologies, and operational needs.

Ongoing Responsibilities:

Maintain/perform periodic upgrades for over thirty existing major, citywide systems (six of which are deemed “Mission Critical”) and department-specific business application systems;

Troubleshoot and resolve problems in the business systems as they arise; Analyze/implement requested changes to align system processing with business needs; Represent the City/community interest in cable television (CATV) franchises and mediate

CATV customer complaints; Provide support of citywide and department Geographic Information System initiatives; Provide support of City’s Internet and intranet sites; Evaluate vendor provided application solutions and prototype technology solutions; Maintain work order / project management system for technology-related requests; Maintain emergency plans for application systems and perform periodic testing of the plans; Identify opportunities to leverage IT resources by participating in regional efforts (i.e.

provide GIS mapping services for Fire Districts, participate in countywide radio narrow-banding conversion);

Perform advance planning of IT strategic initiatives.

Program Initiatives 2012-13

Software Systems

Continue to provide staff support for policy committee assessing future direction of Development Review & Permit Tracking (currently CityView) system;

Continue implementation of the enterprise, public-facing Geographic Information System; Continue to provide technical resources to automate workflow processes for personnel requisitions and personnel action forms.

Strategic Initiatives:

Continue roll-out of Office 2010 Continue providing support associated with converting the City’s HR/Payroll System and

implementing Agenda-Plus and related modules. Develop mobile device deployment and management strategy

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SOFTWARE AND STRATEGIC SUPPORT

PROGRAM SUMMARY Actual Budget Estimate Adopted Projected FTE's

2010-11 2011-12 2011-12 2012-13 2013-14

(As amended)

EXPENDITURES

By Sub Program

OPERATION 173,333 177,700 171,376 220,266 220,266 0.00

PROGRAM MAINTENANCE 227,676 124,947 203,519 215,095 224,099 1.58

PROGRAM DEVELOPMENT 184,622 153,658 158,211 209,964 218,002 1.61

PACKAGE SOFTWARE SUPPORT 167,504 177,782 145,287 405,571 417,197 2.31

ADMINISTRATION & TRAINING 291,194 603,212 307,862 589,412 613,620 3.50

STRATEGIC SUPPORT 205,936 150,424 209,679 197,164 207,597 1.25

Total $1,250,265 $1,387,723 $1,195,934 $1,837,472 $1,900,781 10.25

By Category

Salaries and Benefits 1,013,507 1,130,410 960,407 1,461,171 * 1,524,480

Operating Expenses 45,187 65,742 43,956 153,300 * 153,300

Capital Outlay 191,571 191,571 191,571 223,001 223,001

Total $1,250,265 $1,387,723 $1,195,934 $1,837,472 $1,900,781

REVENUE

General Fund 1,195,934 1,837,472 1,900,781

Total $1,195,934 $1,837,472 $1,900,781

* The GIS Coordinator was moved from RDA, Sewer, and the Construction Services Funds to DoIT

* The Systems Analyst II supporting CDD was moved from the Construction Services Fund to DoIT

FY 2011-12 Operation budget increased from reallocation of resources (incl. deletion of 0.50 FTE) to professional services.

Merit 9.00

Part Time 0.96

Over Time 0.29

Total 10.25

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City of San Mateo

PROGRAM: SYSTEMS AND NETWORK SUPPORT Program Manager: Steve Engle, 650-522-7062

Overview

This program is responsible for the purchase, operation, and maintenance of all City server-based systems (email, data storage, etc.), telephone, voice mail, wireless, Local Area Network/Wide Area Network (LAN/WAN), and Internet bandwidth management functions for the City in addition to managing network security. Ongoing Responsibilities

Manage and troubleshoot City’s LAN/WAN; design and implement network modifications and enhancements;

Perform backups of the central host computers and servers; Troubleshoot and correct all software and hardware related network problems; Coordinate the purchase, maintenance and modification of all City telephones, voice mail,

and related equipment; Manage City’s wireless network; Provide and manage the City’s Internet and intranet access; Manage security of the City’s network including intrusion detection and anti-virus

protection; Protect the City’s IT assets via disaster response planning for Mission Critical systems; Oversee network support functions related to Police and Library.

Program Initiatives 2012-13

Coordinate efforts with Civic Facilities Group to provide network and telephone services in the new Fire Station 24

Evaluate infrastructure needs associated with deployment and management of mobile devices.

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SYSTEMS AND NETWORK SUPPORT


2010-11 2011-12 2011-12 2012-13 2013-14

(As amended)

EXPENDITURES

By Sub Program

NETWORK SUPPORT LAN/WAN 299,781 284,986 281,011 401,641 * 414,827 2.63

PC HELP DESK/TRAINING 202,984 201,676 235,350 348,358 365,543 2.83

RADIO 43,812 55,980 28,500 29,939 29,939 0.00

GENERAL ADMINISTRATION 496,834 259,757 539,168 255,153 265,906 0.66

TELEPHONE 31,315 110,537 10,750 19,394 19,394 0.00

PRINT OPER/WP 34,296 38,772 16,577 4,197 4,197 0.00

Total $1,109,022 $962,288 $1,111,356 $1,058,682 $1,099,806 6.12

By Category

Salaries and Benefits 688,814 399,237 588,572 490,932 * 524,826


Capital Outlay 349,093 374,254 353,483 372,489 372,489

Total $1,109,022 $962,288 $1,111,356 $1,058,682 $1,099,806

REVENUE

General Fund 1,111,356 1,058,682 1,099,806

Total $1,111,356 $1,058,682 $1,099,806

* The Network Technician funded by the Library was moved to DoIT

Merit 6.00

Part Time 0.00

Over Time 0.12

Total 6.12

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City of San Mateo

PROGRAM: CITYWIDE SOFTWARE AND SYSTEMS

MAINTENANCE Program Manager: Steve Yoshifuji, 650-522-7053 Software and Strategic Support

Steve Engle, 650-522-7062 Systems and Networks

Overview

This program area is used solely for accounting purposes to capture expenses associated with enterprise-wide systems and software which are used by all departments throughout the City. These expenses are differentiated from the systems and software used solely by the Department of Information Technology for its own operations to eliminate any co-mingling of citywide and operating department costs. When this program area was created for the 2010-2012 fiscal years, accounts that were identified as supporting enterprise-wide software and systems maintenance included in both systems and software budget programs were shifted on a one for one basis to the new Citywide Software and Systems Maintenance program. For the 2012-2014 fiscal years, accounts have been consolidated and condensed to major accounting areas within the budget program for ease of review. Systems and software that are shared by all departments include, but are not limited to:

email/calendaring (Outlook), financials (Tyler/EDEN), human resources / payroll (Infinium; Tyler/EDEN), network/phone services (Cisco VoIP), electronic document management systems (RVI; SIRE), backup systems, electronic storage (VMWare), network security (anti-virus protection, website filtering, etc.), internet service provider (ISP), City’s website hosting and content management system (CivicPlus), facility access system

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CITYWIDE SOFTWARE AND SYSTEMS MAINTENANCE


2010-11 2011-12 2011-12 2012-13 2013-14

(As amended)

EXPENDITURES

By Sub Program

OPERATIONS 40,373 133,768 75,700 0 0 0.00

PROGRAM MAINTENANCE 144 4,369 1,500 0 0 0.00

PROGRAM DEVELOPMENT 1,706 3,000 1,500 0 0 0.00

PACKAGE SOFTWARE SUPPORT 156,611 161,169 131,500 286,342 286,342 0.00

STRATEGIC SUPPORT 0 2,575 1,500 0 0 0.00

NETWORK SUPPORT LAN/WAN 24,131 74,477 57,700 162,917 162,917 0.00

PC HELP DESK/TRAINING 3,592 5,000 3,950 0 0 0.00

RADIO 7,836 15,000 14,320 0 0 0.00

GENERAL ADMINISTRATION 1,146 15,100 2,500 0 0 0.00

TELEPHONE 9,646 38,717 21,150 0 0 0.00

Total $245,185 $453,175 $311,320 $449,259 $449,259 0.00

By Category


Total $245,185 $453,175 $311,320 $449,259 $449,259

REVENUE

General Fund 311,320 449,259 449,259

Total $311,320 $449,259 $449,259

Merit 0.00

Part Time 0.00

Over Time 0.00

Total 0.00

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City of San Mateo

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information technology - san mateo, ca

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