INFORMATION TECHNOLOGY Business Plan Abe Kani, IT Director/CIO

Transcription

1 INFORMATION TECHNOLOGY 2017 Business Plan Abe Kani, IT Director/CIO

2 INFORMATION TECHNOLOGY Agenda Mission & Vision Priorities Organization & Environment Accomplishments & Challenges Workforce Development Decision Packages Budget Summary

3 Our Mission & Vision Mission To provide business value through innovative thinking, effective planning, collaboration, and partnership with our customers, leveraging highly available and secure technologies as enablers of effective and efficient delivery of high-quality government services. Vision To be recognized as an effective technology leader and the driver of business innovation.

4 Our Priorities First and Foremost: To provide reliable, secure, high quality IT services to support County ongoing operations. Drive Innovation: To Identify and understand technology advancements and business solutions to help County departments drive business process innovation.

5 Our Organization Director s Office Enterprise Applications Infrastructure/ Operations Business Strategic Services Security Management Fiscal and Administration Business Solutions 12 Desktop/Field Support 19 Business Relationship Consultants 2 Security Specialists 2 Administration/HR 3 ERP & Web Solutions 25 Network & Telecommunications 11 Project Management Office 3 Fiscal Management Office 3 Land Information Systems 10 Public Safety 8 Service Desk 5 Systems & Storage 13 Full-Time Employees - 122

6 IT Environment We Support 650 Servers (Physical &Virtual) 6,600 Desktops, Notebooks, Tablets & Printers 7,200 Boxes 1,310 Cell Phones 2,184 Wireless Devices 20 ERP Modules 540 Databases 36 GIS Applications 2 Petabytes Usable Storage 36 Public Safety Applications

7 County Network Overview 13 Miles of Private Fiber 110+ Locations Connected Through WAN

8 Current Security Infrastructure

9 Critical Enterprise Applications FileNet FileNet / SAP GIS Current Future Website SharePoint Messaging Number of servers Number of databases Number of interfaces Number of users supported Countywide 350 internal users Average # of visitors each month: 320,000 Countywide Countywide Number of vendors involved

10 Public Safety Support Police: Headquarters E911 Annex Training Complex Aviation 5 Precincts MOC1 700 MDTs 800 Rockets Fire Emergency Services: Headquarters Flt Apparatus Training Academy 30 Fire Stations 200 Vehicles 150 Rockets 300 MDTS and EPCRs Sheriff: Magistrate Court 150 Vehicles 150 MDTs 150 Rockets Motorola Radio System: 10 Radio Sites 1 Master Site 191 Talk Groups 3,840 County Owned Radios Approx. 4,000 Non-GC Radios Interoperability

11 Enterprise Key Initiatives/Accomplishments SAP Enhancement Projects Desktop Cost Savings 549 Purchased & 404 Re-leased $150, $191, Responsive Web Design IT Strategic Planning Countywide Video Surveillance

12 Enterprise Key Initiatives/Accomplishments FileNet Upgrade Business Continuity and Disaster Recovery Assessment Network & Unified Communications Design and Security Assessment Multiple Network Enhancement Projects Oracle Database Consolidation

13 Departmental Key Initiatives/Accomplishments Lucity for Support Services and Community Services Inventory of 800 MHZ Portable Radios Business License Revenue Design Numerous Cloud Based Solutions E911 Higherground Recording System Public Safety IS Assessment Body-worn Camera for Public Safety - Pilot

14 Workforce Development 4,917.8 hours of training since August Skill Development Mentoring LEAD 232 hours EXCEL 120 hours 16 employees have been promoted since August Promotions

15 Workforce Development

16 Challenges Cyber Security/Information Security Protecting against unauthorized access Safeguarding County sensitive data Battling increasing occurrences of malware Eliminating internal vulnerabilities Staying upto-date on security patches Keeping endusers aware and informed

17 Challenges Increasing Demand on IT Resources Requests for new projects Support of new service expansions Insufficient project management resources Need for more business skilled and analytical resources (BRCs)

18 Challenges Absence of a Formal IT Governance How to best allocate limited IT resources? How should business be involved in IT decision making? How business demand for IT services, and based on what criteria, prioritized? How is accountability established and enforced?

19 INFORMATION TECHNOLOGY Decision Packages

20 Decision Packages Meet Support for Expansions Improve IT Service Management Processes 8 Proposed Decision Packages Enhance Security Posture and Support Improve Working Environment

21 Decision Package Business Relationship Consultant (2) Technology expertise and business knowledge Works collaboratively with County departments Build strong, verifiable business cases for IT projects Advocate on behalf of the IT customers Focus on improving business processes that bring the highest operation value to the business Supports the implementation of a County-wide IT governance

22 Decision Package BRC #1 BRC #2 BRC #3 BRC #4 Police Fire Corrections Sheriff Transportation Water Resources Finance Human Resources Law Support Services Community Services Planning & Development Total Appropriations: $214,877.00

23 Decision Package Network Personnel (2) The current Network team consists of 5 full-time and 1-part time employees Two additional positions, one Systems Architect & one Sr. Systems Admin, are needed to provide support of current technology and the following Additional and expanding services and applications Additional facilities that will be coming online in the near future

24 Decision Package Additional and Expanding Services & Applications Advanced Threat Protection End Points, Servers, and Networks OpenDNS - Network Security Service for Malware and Ransomware Symantec Web Security Firewall Security and Load Balancing Services Security Monitoring/Admin Services Network Access Control Services Private Fiber Services Additional Facilities Fire Station 10 Fire Station 31 Fire Station 32 Police Special Operations Medical Examiner's Office Best Friend Park Centerville Senior Center 2nd Central Services Location Fire Academy - Phase 2 Fire Education Facility One Justice Expansion 2nd 911 Facility (2018) Grayson Police Precinct (2018) Gwinnett Justice Center Expansion/Annex

25 Decision Package The Network Edge Team A B Existing Services Provided: C (Part-Time) FTE #1 Wireless Network Services - Guest, Vendor and Employee wireless connectivity 10% 10% New Facility Design, Configuration, and Implementation Services 15% 15% UPS Equipment Maintenance for Network Equipment 5% 10% WAN Connectivity Services (Data Circuits) for each location 5% 5% Building Cabling/Cabinet/Rack Installation Services for Voice, Video and Data 10% 10% 75% Edge Network Switch/Router Configuration, Installation and Administration 30% 25% Capital and Operating Project Implementation and Support 25% 25% 25% 25% Expanding Services: (Additional Support Necessary From FTE 2) Wireless Network Services - Guest, Vendor and Employee wireless connectivity 15% New Facility Design, Configuration, and Implementation Services 15% WAN Connectivity Services (Data Circuits) for each location 5% Building Cabling/Cabinet/Rack Installation and Management for Voice, Video and Data 10% Edge Network Switch/Router Configuration, installation and Administration 30% 100% 100% 100% 100%

26 Decision Package The Data Center (Core) Team 3 Full-Time Admins (C, D, E), 2 Contract Admins (F, G): C D E F G FTE #2 Existing Services Provided: Security Monitoring/Administration Services 10% 10% 10% 5% 5% Network Traffic/Health Monitoring Services 5% 5% 5% Intrusion Prevention, Firewall Security and Threat Assessment Services 20% 20% 15% 10% 10% Network Security Consulting Services (Best Practices) 5% 5% 5% Internet Connectivity Services Browsing and Hosted Environments 5% 5% 15% 15% 15% Internet and Filtering Services 10% 10% 5% Remote Access and Virtual Private Network Services 5% 5% 5% Network Access Control Services Wired, Wireless, and Cellular 5% 5% 5% 10% 10% Network Port Management Datacenter 5% 5% 5% 5% 5% End-point Device Authorization 5% 5% 5% 5% 5% Core Switch/Router Configuration, Installation and Administration 5% 5% 5% 15% 15% Private Fiber Services Design, Installation and Maintenance 5% 5% 5% 10% 10% Video Surveillance Design, configuration and Implementation Services 5% 5% 5% Application Load Balancing Services 5% 5% 5% Vendor Management Service and Maintenance Agreement oversite 5% 5% 5% Capital and Operating Project Implementation and Support 25% 25% 25% 100% 100% 100% 100% 100% 25%

27 Decision Package Additional and Expanding Services: (Additional Support Necessary From FTE 1) C D E F G FTE #2 Advanced Threat Protection, OpenDNS security Service 15% Cisco Web Security Administration 15% Firewall Security and Load Balancing Services 5% Security Monitoring/Administration Services 15% Network Access Control Services 10% Private Fiber Services 15% 100% 100% 100% 100% 100% 100% Total Appropriations: $231,205.00

28 Decision Package Senior SAP IT Systems Administrator Increase of requests for new implementations and enhancements within the Warehouse Management (WM) and Materials Management (MM) Module Currently there is one full-time employee who supports this module along with supporting the Supplier Relationship Management Module and Master Data Management Module New position will also provide succession planning given there is only one current employee supporting these modules Current employee is getting late in their career and has mentioned retirement Total Appropriations: $114,973.00

29 Decision Package SRM - MM Team A Additional FTE Customer Service 10% 10% Admin/Training 5% 15% System Maintenance 25% 15% Projects for MM / WM 50% 50% Projects for SRM 10% 10% 100% 100%

30 Decision Package Senior IT Systems Administrator, Basis Basis team s responsibilities include: Maintaining ERP servers, maintaining all security of the ERP systems, and ensuring the systems are available at all times Making sure changes are released properly into production environment Coordinating all critical updates and UNIX system changes The number of systems maintained by the Basis team has increased by 19

31 Decision Package Senior IT Systems Administrator, Basis (Continued) The Basis team is often required to work extra hours. Since the start of this year, an extra 173 hours have been recorded by 3 of the 4 current Basis positions and an additional 344 hours worked by contractor support. Due to the increase in required support, it is essential to add another Systems Administrator. We have brought in additional temporary and part-time contractors totaling $280, for the last three years $83, $87, $109,500 By creating a new FTE in the Basis area, we will be able to reduce cost while creating a more efficient team. Total Appropriations: $115,321.00

32 Decision Package SAP - Basis Team A B C D Contractor Additional FTE Customer Service 10% 5% 10% 10% 10% 10% Admin/Training 5% 5% 5% 5% 10% System Maintenance 15% 15% 20% 20% 35% 35% System Enhancements 30% 40% 55% 50% 10% 10% SAP Upgrade Projects 40% 35% 10% 15% 45% 35% 100% 100% 100% 100% 100% 100% $83, $87, $109,500

33 Decision Package IT Public Safety Applications (2) Currently there are four (4) Sr. IT Administrators, one (1) IT Administrator and two (2) supervisors IT Public Safety Applications team supports 38 applications The supervisors are currently spending at least 75% of their time helping support various services Three staff members eligible for retirement Limited room for effective succession planning

34 Decision Package IT Public Safety Applications (2) (Continued) Upcoming projects would require additional support that would not be feasible with the current level of staffing A few of the new projects for 2016: Kiosks Public Court Sustain E-court Jail Management System Police/Sheriff Body Worn Camera Evidence Barcode E-Agent APCO 911 Advisor Total Appropriations: $204,339.00

35 Decision Package Public Safety Application Team A B C D E Supv. Supv. FTE1 FTE2 Application Administration 40% 30% 20% 10% 30% 20% 20% 20% Application/Interface Monitoring 10% 10% 5% 15% 10% 10% 10% 10% Vendor Coordination 10% 10% 10% 10% 10% 10% 10% 10% 10% Application Upgrades/Maintenance 20% 30% 20% 20% 10% 20% 20% 20% Project Plan-Implementation 15% 10% 25% 35% 10% 10% 10% 20% Training/Cross Training 5% 10% 10% 15% 10% 10% 10% 20% 20% 800 MHz Radio Systems/Tower Sites 80% 5% 10% Supervisory Responsibilities 20% 20% 100% 100% 100% 100% 100% 100% 100% 100% 100%

36 Decision Package Financial Analyst II Current IT Financial Management Office staffing is 100% dedicated to the following: Telecommunications Budget Preparation Contract/License Support Desktop Leasing Fixed Assets Contractor Payments Administrative

37 Decision Package Financial Analyst II (Continued) The new staff will allow to accomplish the following: Provide cost reporting to improve transparency and to demonstrate the value of IT Document internal processes and identify opportunities for process improvement Assisting IT section managers in compliance with contractual terms and conditions and licensing requirements Conduct cost analysis to identify opportunities for cost savings Total Appropriations: $79,314.00

38 Decision Package Fiscal Management Team A B C Additional FTE Telecommunications 53% Budget Preparation 22% 18% 16% Contract/License Support 44% 12% 8% Desktop Leasing 40% Fixed Assets 7% Contractor Payments 10% Administrative (Meetings, etc.) 27% 20% 23% 20% ** Budget Reporting 30% ** Vendor Management 20% ** Process Improvement 30% 100% 100% 100% 100%

39 Decision Package IT Service Management DoITS is looking to improve and sustain our ability to deliver IT services in a timely manner and at the quality expected by our customers DoITS has embraced an IT Service Management approach, which is based on ITIL(R) best practices and guidance for process and tool improvements A recently completed assessment of the current IT Service Management processes and tools in use has identified key areas of improvement

40 Decision Package IT Service Management (Continued) A new IT Service Management solution is needed to implement the suggested recommendations. The Incident Management process exists, but needs improvement. The Request Fulfillment process needs improvement. A Problem Management process needs to be formalized. The existing Service Management tool no longer supports the needs of the organization, including a populated Configuration Management Database (CMDB). Request is to provide Gwinnett County DoITS with consulting services to assist in implementation of ITIL processes and IT Service Management tool evaluation Total Appropriations: $400,000.00

41 Decision Package Lower Level Renovation The Infrastructure Team in the Lower Level consists of 30 individuals within the Systems & Storage and Network & Telecommunications groups Due to the growth in the number of staffing, the current seating in the LL800 area is not adequate to accommodate the staff and also does not provide an effective layout for communication between the teams, monitoring and collaboration

42 Decision Package Lower Level Renovation (Continued) An updated layout would create a formal Network Operations Center environment that would provide back-end maintenance, problem resolution and support the following enhancements: Optimize seating creating a collaborative workspace Conferencing Emergency response area White boarding session space for configuration and emergency response Real time data monitoring on shared mounted screens for system status, availability, issues and performance Network and systems discovery and assessments Focal point for network and systems troubleshooting Shared threat analysis Total Appropriations: $141,000.00

43 IT Lower Level - Before

44 IT Lower Level - After

45 Budget Summary %Change Administrative Support Fund $ 25,490,656 $ 28,224, % Authorized Full-time Positions % Part-time Positions % Note: Increase in PT positions is due to a PT Intern grant position for GIS

46 Questions?

47 Budget Summary Commitment Item Variance Personal Services *$300K for anticipated 2017 Employee raises; $318K Pension increases; $235K for Promotions -- Hiring top $943, level positions at higher than first quartile; $54K for employee benefits Tech Outsourced Svcs *$505K for ERP also budgeted in Capital and will be deleted if funded from capital. *$207K for additional $714, project managers.*$85k for Systems & Storage daily support; Telecomm Services $572K - Increase in Internet Bandwidth to transmit and receive video information - Currently have 350Mb $647, throughput Estimating the need for 3Gb throughput Professional Service $195K CISCO Advanced Threat Protection Services; $100k Increase for MS SQL Audit/Analysis; $20K $315, increase in IBM Professional Services for Systems & Storage Supp-Subscriptions *ESRI changed it's service model. It is now a Subscription instead of License support $211, Lic Support Agrmnts *128K - Increase in Maintenance for new Help Desk Ticketing system; $116 - Increase in Maintenance for Upgraded FileNet system $161, $2,992,749.00