City of Tacoma Information Technology Department Annual Report

Transcription

1 City of Tacoma Information Technology Department 2007 Annual Report

2 Mission Statement We provide the information resources and associated technologies needed to support the City in delivering its services.

3 People, processes, and technology. In 2007, we focused our efforts in each of these areas that will help position the IT Department as a true partner with business units to deliver services to the real customers, our citizens and ratepayers. As a result of the effort we placed on improving processes as well as our customer focus, SAP recognized our organization as a Certified Competence Center also known as a Center of Excellence. The City joins the ranks of companies like Weyerhaeuser and Nike in achieving this certification, which benefits the organization by focusing on customer satisfaction including faster response from SAP to help with requests, maintaining expertise in SAP software, improving user productivity and acceptance of the system, and maximizing the system installation value. However, we are most proud of the recognition we received directly from our business partners and customers. Your informal kudos told us what we re doing right and mean as much, if not more, than the formal recognition we receive. We also took your constructive feedback seriously and will continue to look for ways to improve. I especially want to recognize our dedicated employees throughout the IT Department who worked hard to meet your expectations and support the critical, as well as everyday, applications our business partners need to deliver services. As we move into 2008, the IT Department will continue its efforts at becoming an integral element of the City of Tacoma high performance organization, by providing a stable computing environment, while also adding business value to differentiate the services ultimately delivered to the citizens and rate payers. Rey Arellano Assistant City Manager and CIO

4 Getting to know us

5 Enterprise Applications Support (EAS) Division Mark Meyer ( ) The EAS Division is made up of three teams: Change Management, Applications Support, and Technical Development. Together, these teams provide Citywide SAP support, which includes customizing SAP to meet the City of Tacoma s needs as well as support for other enterprise application functions such as project management, training, requirements gathering, quality assurance and testing, third-party software and Web integration. The division s focus is on customer support for software applications throughout General Government and Tacoma Public Utilities. Infrastructure Support (IS) Division Michelle Lewis-Hodges ( ) The IS Division provides the highways and byways that allow information to be delivered reliably. The IS Division includes three sections: Infrastructure Services, Support Services, and Public Safety Communications. They provide administration of the infrastructure building blocks and the enterprise systems layered upon this stable foundation including the data and voice network linking major sites with sub-second response to the end user, connectivity with other entities, mobile and stationary wireless data services, remote connectivity services, security control systems, file storage, , virus protection, multiple database systems, CityWeb and internet infrastructure and the platform for the SAP environment. quality Program Management (PM) Division Carol Mathewson ( ) This PM Division consists of Administrative Services, Franchise Services, Graphic Services, GIS Program Management, and TV Tacoma. PM Division staff negotiates and administers cable television and telecommunication franchise agreements; oversees the transmission and distribution of seven cable access channels; manages CityNet, which provides video, voice, and data services to government entities; provides print and art services; video conferencing; web streaming; government programming; coordinates GIS services; and provides administrative support for the IT Department. TV Tacoma provides live coverage of the Tacoma City Council Meetings and Study Sessions, and is a conduit for the City, its departments, and partner organizations to provide information to citizens. assurance 1

6 IT Department Goals/Initiatives

7 Enhance use of technology to provide citizen/customer access to City services Improve Access to/ Maintenance of GIS A GIS Program Manager was hired to coordinate and facilitate Citywide GIS efforts. A GIS Governance Board was established. The purpose of the Board is to enact Citywide policies and standards that govern enterprise GIS implementation and development. Board composition includes executive representation from Tacoma Public Utilities Power, Water and Customer Service divisions as well as General Government s Public Works, Community and Economic Development, Police, Fire, Human Rights and Human Services, and IT departments. A preliminary timeline, and framework to complete a six year Citywide GIS Strategic Plan, was developed. A regional GIS addressing workgroup was formed to establish a common GIS data standard, consolidate multiple existing data layers, and reduce duplicative and repetitive work effort within General Government and TPU and with external agencies. Extend Corporate Network The Wireless Broadband Strategic Planning Initiative is an organization-wide effort to leverage the capabilities of wireless communications to achieve the City s business goals, centering on high performance, customerfocused services. Representatives from General Government and TPU business units have completed detailed needs and requirements interviews with the consulting firm assisting in the initiative. In 2007, phase one of this initiative was completed, providing a detailed needs analysis and alternative recommendations to be presented to the steering committee for a decision as to whether to proceed to phase two in Expand Web Streaming The PM Division expanded web streaming to include all archived audio streams of the City Council Committee meetings. In addition, TV Tacoma began providing live streaming of all its programming on the Internet, including the live audio streaming of the City Council Study Sessions. Create Electronic Repository The need for an improved capability to search City Council related documents, through a single interface, was identified. In the fourth quarter of 2007, a crossdepartmental team was formed to evaluate and prioritize solutions that will deliver this functionality as soon as feasible. IS Division staff took on the challenge and produced a prototype that leverages SAP tools and infrastructure. Based on the positive feedback from test users, further research and refinement of the prototype will commence, with the goal of going live in early enhance use of technology 3

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9 Improve service delivery through efficiency, consolidation, regional collaboration, and alternate service delivery Optimize SAP Support Organization, Processes The EAS Division completed a reorganization to include staff focused on application testing and quality assurance. Having dedicated staff focused on these efforts will greatly improve efficiency in our service delivery module. In addition, planning of a new service request intake process has been completed. This new process improves the way customers interact with the entire IT Department. This new process includes new software that will be implemented in Extend CityNet Services The City of Tacoma entered into an interlocal agreement with the City of Fife to allow for the build-out of CityNet, the City s video, voice, and data transport system to government entities in Fife. In addition, the City also partnered with the State Department of Transportation to connect eight additional traffic cameras, via CityNet, for traffic programming on both TV Tacoma and CityPost. Enhance Service Offerings IS Division Defined a strategy for implementation of virtual servers, which will result in efficient server utilization, redundancy, and availability. In addition, this initiative represents the first step toward green IT by decreasing electrical and HVAC requirements. Provided new services for departmental server support for Police Department, Tacoma Public Utilities (TPU) Customer Service, Water Automated Meter Reading project, Power FERC Reporting project, and Convention Center security system. As a partner in a countywide coalition, received Department of Homeland Security grant approval for $3.1 million in funding to upgrade state, county, city and tribal E-911 dispatch center equipment in Pierce County. As part of the grant, all major radio dispatch consoles and public safety radio systems in Pierce County will become part of the Tacoma-Puyallup regional network. Installed the first telephone system with local survivable processor (LSP) capabilities providing inbound/ outbound dialing in the event of the loss of connectivity between the facility and the main telephone system located at the Tacoma Municipal Building. Expanded or created new service areas with wireless access technology at various General Government and TPU service sites. PM Division Installed video conferencing equipment in the Municipal Services Center conference room for employees, as well as citizens, for interviews, workshops, depositions, and conferences. EAS Division In a continued effort to respond to customers, the EAS Division s training team instituted a new follow-up program: several days following each classroom training session, the trainers send a message to participants to ask if they need further assistance. This personal attention has resulted in positive customer feedback, requests for personalized follow-up sessions, and increased customer satisfaction. Extend 800 MHz Network The IS Division executed an agreement with the City of Puyallup to form a 800 MHz regional public safety radio communications network. The radio networks of both cities were connected together as a single network. In addition, we partnered with City of Puyallup to receive $1 million of 2007 state funding to expand the regional network. Improve Citizen Request Tracking Working with the City Manager s office, the IS and EAS Divisions began research and analysis regarding improvement or development of a citizen request tracking application. Upon completion of this analysis, estimates will be prepared and a request sent through the project prioritization process. improve service 5

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11 Business Unit Initiatives Permitting System The EAS Division successfully completed the configuration, technical development and training documentation tasks related to the Public Works/Building and Land Use Services (BLUS) Level of Service (LOS) process enhancements. This project provided BLUS the ability to track the progress of permits through the plan review process, apply appropriate statuses and holds, and streamline end user touch points. Also, several reporting requirements were addressed with modifications to custom reports. This work was a collaborative effort between the business units involved in the plan review process and the EAS Division. Budgeting System EAS Division staff participated in focus groups to assist in the improvement of the budget process. Staff contributed knowledge and experience in previous budget cycles and planning to help support this effort. Presentations of relevant new budgeting tools were also given to budget staff. Site on Wheels In partnership with the Fire Department, a mobile communication Site On Wheels (SOW) became operational. The SOW is deployable anywhere in the Pierce, King, Snohomish County area and also serves as a backup system to the City s radio network. Expand the Corporate Network Expanded the corporate data network to numerous City buildings including the Carlton, Water s Headworks complex, McMillin Reservoir, TPU s new Administration Building, and the Family Justice Center. this work was a collaborative effort 7

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13 Enterprise-wide Initiatives Enterprise Content Management The IT Department, in collaboration with the Legal Department, Records Management staff, and the crossdepartmental Information Technology Advisory Team (ITAT), initiated a review of the City s records management environment with the objective of creating a long term strategy to implement effective records management practices and comply with state and federal regulations regarding electronic documents. In 2007, the focus was education and information sharing in preparation for the initial project planning in SAP Governance Early in the year, the SAP Governance Board considered and approved a project prioritization process that significantly improved the identification of high value or critical projects that will be worked on during In addition, the Board provided feedback and guidance regarding an initiative to improve the SAP support processes and organization. This effort subsequently resulted in reorganization of the EAS Division. Three-Biennium IT Budget The IT department conducted preliminary research to develop a three-biennium budget planning document in order to better anticipate resourcing requirements in support of business unit goals. CityWeb Redesign Sponsored by the Web Editorial Board, the IT Department partnered to redesign the City s intranet using a tool called SharePoint that will result in a consistent design and more efficient workflow tools. Phase one to build standard templates and a standard design was completed in The next phase includes coordination with the departmental web stewards to move content from the current intranet to the new intranet. Business Continuity Program Preliminary planning to establish a program was accomplished in late 2007 by a core team of representatives from Fire Department, Human Resources Department, and the IT Department. in maintenance partnership IT Policy Reviews The purpose and charter of this cross-departmental team comprised of IT managers were reviewed and modified. The Information Technology Advisory Team (ITAT) plays a vital role in the information technology arena for General Government and TPU. The team reviews and makes policy recommendations to the CIO prior to adoption. The issues the team addresses include: enterprise IT issues; IT security policies and procedures that define the requirements and responsibilities of maintaining system integrity; account management policies and procedures that govern how network accounts are added or updated; and IT training needs/programs. The ITAT works in a collaborative manner to serve the overall interests of General Government and TPU. Prepare for SAP Upgrade The EAS Division began preparing a detailed cost/benefit analysis including new and/or improved functionalities in order to prepare a business case for carrying out the upgrade. A $3.5 million purchase resolution was approved by the City Council to enter into a Limited Enterprise Agreement with SAP for software, hardware, and consulting services related to a planned upgrade of the City s SAP installation. The purchase provides the necessary testing tools that will result in increased quality assurance, configuration management, and training. This purchase provided a substantial discount on software, services, and fees. 9

14 Enterprise-wide Initiatives (continued) Litigation Hold Process As a result of a change to federal regulations regarding preservation of electronic documents for litigation purposes, the Legal Department and the IT Department engaged in a series of discussions and knowledge sharing in The purpose was to gain insight into both the legal and technology aspects of this complex matter. In 2008, the team will continue to work together to draft a process for internal use in identifying and preserving information responsive to litigation. SharePoint Collaboration Tool The IS Division, in collaboration with cross-departmental teams, implemented a software offering from Microsoft called SharePoint, providing for virtual space to collaborate and share information for small projects or workgroups. The team continues to explore opportunities for enhanced use of this tool. Improve Processes IS Division Leveraged tools in SAP to automate batch operations, allowing for reduction in swing and grave shifts and redirection of staff toward other initiatives. Achieved an average of 100 percent up-time for infrastructure and systems including SAP, corporate data network, , intranet, Internet, databases, servers, and the General Government telephone and voice messaging systems. PM Division The Corporate Identity Team finalized revisions to the Graphic Standards Manual, which were approved by the Senior Management Team. The team updated the parameters for using the City of Tacoma s corporate identification, updated the guidelines for the City s corporate identity program, and published the updated Graphic Standards Manual. TV Tacoma produced and aired eight productions using the remote truck. By using the truck, the staff saves a minimum of 20 hours, per production, in set-up and take-down time. Graphic Services completed a competitive bid process and awarded six vendors contracts to provide offset printing and binding services. Utilization of competitively-bid contracts streamlines the print procurement process by eliminating the need to bid on a project-by-project basis. Graphic Services installed a new high-speed digital color printer with automated folding, stapling, and booklet making capabilities. Automation of binding, collating, and folding gives Graphics the ability to increase production capabilities without increasing labor costs. Graphic Services transitioned the design workgroup s computers from Mac to Windows-platform PC s, eliminating the cost of supporting Mac hardware and applications. EAS Division In partnership with the Finance Department/Purchasing Division, the EAS team completed the implementation of Xi-Buy software that allows Accounts Payable, Purchasing, and City departments to more effectively manage purchasing card transactions. More data and line-item detail viewing of transactions are now available, which can substantially improve transparency of card activity, purchasing planning, and reporting. The EAS team assisted Finance with producing the Budget Accounting Reporting System (BARS), which is the extract for the report Finance prepares for the State of Washington each year. This involved uploading the tables, making manual changes, and testing. As a result, report production time was reduced from four weeks in 2006 to only four days in plays a vital role

15 Financial Section City of Tacoma Information Technology 2007 Annual Report

16 IT Department Actual vs. Budgeted Expenditures For Period Ended December 31, 2008 Biennium Elapsed: 50% Revenues Fund 2007/ / /2008 Total Biennial Period to Date Actual Revenues Variance Dollars Variance Budget Budgeted Revenues to Date (Under)/Over Percentage Information Technology Department (5800) $34,476, $17,217, $17,503, ($285,844.65) 50.77% [IT Administration, Infrastructure Support Division and Enterprise Applications Support Division] Infrastructure Support Division- Radio Communication (5540) $6,065, $3,032, $2,687, $345, % Infrastructure Support Division- Telecom (5700-COSYS) $3,128, $1,564, $1,740, ($175,934.20) 55.62% Program Management Division- Graphics (5042) $3,364, $1,682, $1,343, $338, % Program Management Division-Cable Fund (1431-PEGSP) [Cable/Comcast and CLICK! - Public, Education, & Government fees] $908, $454, $395, $58, % Program Management Division-Cable Fund (1431-CBFEE) [Sponsorship revenue] $205, $102, $4, $97, % Program Management Division-Cable Fund (1431) [Cable, Franchise and TV Tacoma] $6,317, $3,158, $2,076, $1,082, % TOTALS $54,464, $27,212, $25,751, $1,460, % Expenditures Fund 2007/ / /2008 Total Biennial Period to Date Actual Expenditures Variance Dollars Variance Budget Budgeted Expenditures to Date (Under)/Over Percentage Information Technology Department (5800) [IT Administration, Infrastructure Support Division and Enterprise Applications Support Division] $34,435, $17,217, $13,193, $4,024, % Infrastructure Support Division- Radio Communication (5540) $6,065, $3,032, $2,128, $904, % Infrastructure Support Division- Telecom (5700-COSYS) $3,128, $1,564, $1,542, $21, % Program Management Division- Graphics (5042) $3,364, $1,682, $1,449, $232, % Program Management Division-Cable Fund (1431-PEGSP) [Cable/Comcast and CLICK! - Public, Education, & Government fees] $908, $454, $351, $102, % Program Management Division-Cable Fund (1431-CBFEE) [Sponsorship expenses] $205, $102, $13, $88, % Program Management Division-Cable Fund (1431) [Cable, Franchise and TV Tacoma] $6,317, $3,158, $1,745, $1,412, % TOTALS $54,424, $27,212, $20,425, $6,786, % SUMMARY variance Variance Biennial Budget Budget FPE 9/30/07 Actual Dollars Percentage Revenues $54,464, $27,212, $25,751, $1,460, % Expenditures $54,424, $27,212, $20,425, $6,786, %

17 IT Department Budget When Beginning Cash is included as part of the budget, this revenue will not be revenue receipted as part of the actuals. This is to be taken into consideration when reviewing variances. Biennium Beginning Cash Balance: Total Biennium Elapsed: 50% IT Fund (5800) $1,507, $753, IS Radio Comm. (5540) $434, $217, IS-Telecom (5700-COSYS) $217, $108, PM-Graphics (5042) $278, $139, PM-Cable Fund (1431-PEGSP) $150, $75, PM-Cable Fund (1431-CBFEE) $75, $37, PM-Cable Fund (1431) $391, $195, $3,055, $1,527, Period to Date Budgeted Appropriations vs. Revenues/Expenditures as of 12/31/2007 $20 million $18 million $16 million $14 million $12 million $10 million 2007/2008 Period to Date Budgeted Revenues 2007/2008 Actual Revenues to Date 2007/2008 Actual Expenditures to Date $8 million $6 million $4 million $2 million $0.00 Information Technology Department (5800) [IT Administration, Infrastructure Support Division and Enterprise Applications Support Division] Infrastructure Support Division-Radio Communication (5540) Infrastructure Support Division-Telecom (5700-COSYS) Program Management Division- Graphics (5042) Program Management Division- Cable Fund (1431-PEGSP) [Cable/ Comcast and CLICK!-Public, Education, & Government fees] Program Management Division-Cable Fund (1431) [Cable, Franchise and TV Tacoma] 13

18 IT Department Budget Information Technology Department 2007 Budget $27,212, Program Management Division Cable Fund (1431) [Cable, Franchise and TV Tacoma] 12% Program Management Division Cable Fund (1431-PEGSP) [Public, Education, & Government fees] 2% Program Management Division Graphics (5042) 6% Infrastructure Support Division Telecommunications (5700) 6% Enterprise Applications Support Division SAP (5800) (44%) Infrastructure Support Division Public Safety Communications (5540) 11% Infrastructure Support Division Enterprise Network & Systems (5800) (19%)

19 City of Tacoma Guiding Principles: Service, Integrity, Accountability, Respect, Stewardship, Innovation, Teamwork

20 City of Tacoma Information Technology Department 733 Market Street, Room 500 Tacoma, Washington (253)