Digital Strategic Plan (DSP) and Enterprise Resource Planning Annual Update

Transcription

1 Digital Strategic Plan (DSP) and Enterprise Resource Planning Annual Update SEPTEMBER 19, 2017 CITY COUNCIL WORK SESSION PRESENTERS: JOVAN GROGAN SAVITA CHAUDHARY TASHA TERVALON 1

2 AGENDA / Slides Summary Department of IT Vision, Mission and Values: Key objectives for the next year Focus on how IT helps the enterprise Who Are We: Technology Administration and 311 Customer Service Core Infrastructure Enterprise and Business Applications Accomplishment Highlights: Project Metrics 311 Metrics Network Operations/ Helpdesk Metrics Retain and Train Staff Digital Strategic Plan: Enterprise Resource Planning: What s Next: DSP Goals & Objectives IT Portfolio and Project Management DSP Year 1 Accomplishments Current Status Next Steps Industry Recognition What s in Focus Next Year Q&A 2

3 Department of IT Vision, Mission and Values 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. Mission We provide cost-effective smart technology solutions to our business partners and community with integrity and commitment to excellence. Values Leadership in Technology Be a Model of Customer Service Integrity Collaboration Responsiveness Effectiveness and Efficiency 3

4 Who Are We Planning and Strategy SLA s Technology Administration and 311 Customer Service Customer Service Community Requests Budget Administration Asset Management Communication PRA Contract Administration Vendor Management Technology Governance and Innovation Community and User Collaboration and Support Project Oversight IT and City Strategic Goal Alignment Digital Strategic Plan Performance Metrics Annual Reporting Online Payments 4

5 Who Are We Wide Area Network Mobile/Wireless Network Infrastructure Firewall DataCenter Load Balancers VoIP Mail Server Cyber Security FTP Server Identity Management Data Storage File Storage Printing and Scanning Support Mobile Device Support Account Management Operations Disaster Recovery EndUser Training and Communication Service Management Helpdesk 5

6 Who Are We Enterprise Applications Web Server Enterprise and Business Applications Innovation / New Projects Business Applications GIS Collaboration Research Project Management Financial System Support Data Warehouse Middleware Integration Quality Assurance Business Analysis Vendor Management Change Control Data Analytics Project Management Office Audit Support Database Administration & Support 6

7 Accomplishment Highlights Project Metrics Multi Year Projects Projects Completed in FY16-17 Projects Carryover Projects Started in FY16-17 Projects Started in FY Multi Year Projects 24 Projects Completed in FY Projects Carryover

8 Accomplishment Highlights 311 Metrics Baseline Customer Service and 311 Call Center Stats Performance Measure FY 16 FY 17 FY 18 Projection Total Incoming Calls to ,663 95,211 89,500 Calls Answered 85,049 81,761 80,600 Call Abandon Rate 13% 14% 5% (Industry Benchmark) Online Service Requests 4,755 6,227 7,700 s, Voice Mail, Other 8,551 11,230 16,500 Total 311 Incoming Contacts 110, , ,700 1 st Call Resolution 78% 80% 75%-85% (Industry Benchmark) 311 CRM Cases 38,327 37,900 42,000 8

9 Accomplishment Highlights Helpdesk METRICS Baseline Services: Network Operations Data Server and Phone Server Uptime Performance Measure FY 16 FY 17 FY 18 Projection Data Server Uptime % % % (Industry Benchmark) Phone Server Uptime % % % (Industry Benchmark) Baseline Services: Help Desk Call Resolution Stats Performance Measure FY 16 FY 17 FY 18 Projection Calls Answered 14,553 14,486 14,500 1 st Call Resolution 54.1% 55.1% 60% (75%-85% Industry Benchmark) Call Abandon Rate 6.88% 7.18% 5% (Industry Benchmark) Service Requests Closed 10,176 10,716 11,252 Customer Service Surveys

10 Accomplishment Highlights Retain and Train Staff Over 3,000 In-Person hours in staff training Human Resources 3C s City Core Curriculum Trainings Customer Service Refresher Training Business Analysis Certification Training Project Management Training IT Infrastructure Library (ITIL) Service Strategy Training Team Building Exercises Supporting Departments Information Technology 10

11 Digital Strategic Plan (DSP) THEN NOW Customer Customer 11

12 Digital Strategic Plan Goals and Objectives Develop high performance/reliable IT infrastructure. Align IT initiatives with overall City Strategic Goals and City s Resilience Strategy. Invest in IT systems based on assessment of project costs, benefits and risks. DSP launched in Nov 2016 Reduce operational costs, while improving the quality of services delivered to customers. Deliver IT services in a cost-efficient manner. 12

13 Digital Strategic Plan Enterprise IT Portfolio and Project Management Executives IT and Business Managers Portfolio Management Project Managers, Internal Customers (Departments) Team Members, Subject Matter Experts, Partners Strategic Planning Portfolio Monitoring Financial Planning IT Governance Project Management Resource Allocation Financial Controls Cross Project Coordination Status Reporting Staffing (Internal / External) Project Execution Time Management Performance Management Cost Management 13

14 DSP Year 1 Accomplishments Community Engagement Initiatives Marina Wifi upgrade Park Locator App Recreation Registration Software Berkeley Considers Website Redesign Needs Assessment Parks, Recreation and Waterfront Supporting Departments City Manager s Office Information Technology 14

15 DSP Year 1 Accomplishments Productivity Improvement Initiatives Video Conferencing and Collaboration Skype for Business Increased Network Connectivity for Remote Sites Electronic Case Management Police and Fire Vehicles Computer Replacement Computer Aided Dispatch Update Rent Board Case Management System Upgrade Health, Housing & Community Services Supporting Departments Police Fire Rent Board Information Technology 15

16 DSP Year 1 Accomplishments Annual Infrastructure Upgrades Server and Storage Network Device Replacements Windows 2003 Server Upgrades Print Server Upgrade Increased Storage Capacity to accommodate for DSP initiatives Upgraded Network Infrastructure to accommodate for DSP initiatives Upgrade Windows 2003 Servers to Windows 2008 to accommodate Audit Compliance Consolidated multiple Print Servers Supporting Departments Information Technology 16

17 DSP Year 1 Accomplishments Annual Reporting/Compliance Projects Property Tax Reporting to Alameda County Business License Renewal Cycle Health Information Privacy Accountability Act (HIPAA) Security Risk Assessment Audits Electronic Case Management Program Cost Report Data and Audit Files Electronic Health Records Meaningful Use Attestation Payment Card Industry (PCI) Compliance Health, Housing & Community Services Supporting Departments Finance Information Technology 17

18 DSP Year 1 Accomplishments FY17 Overall Projects Performance FY17 OVERALL PROJECTS PERFORMANCE Projects including Annual Programs/ Compliance Projects SCHEDULED to be completed FY17 MultiYear Projects Total FY 17 Projects # of Projects Completed Rolled Over %Complete 90% 0% 61% Project Completion rate change from 28% to 90% completion rate 18

19 Enterprise Resource Planning (ERP) In the beginning. Gallon of gas $1.34 Saturn cars are launched by GM Parachute pants were popular. Hold On by Wilson Phillips was the top Billboard single. Ghost was the highest grossing film. The Simpsons first air on FOX. 19

20 Enterprise Resource Planning (ERP) Retrospective 2015 Decision made to invest in replacing FUND$ Began bringing staff together to create culture of change Began As-Is and To-Be mapping to identify what we need in a new system City contracts with GFOA to do needs assessment 2016 Council allocates funding Core Team assembled and co-located with IT RFP released, evaluated and vendor selected Developed project plan to replace all modules in FUND$ 2017 Contract with Tyler Munis Begin Core Financials (Phase I) Begin Core HR and Payroll (Phase II) Release RFP for Needs Assessment for additional FUND$ Modules to replace 20

21 Enterprise Resource Planning (ERP) Core Team Development Steering Committee City Manager s Office Finance Dee Williams-Ridley Jovan Grogan Savita Chaudhary Tasha Tervalon Melissa McDonough Marvin Tam Greg Segraves Kathy Gregovich Sarah Reynoso Henry Oyekanmi Teresa Berkeley HR/Payroll HR: Mary Woo and Rebecca Chen Payroll: Leo Reyes and Ann del Rosario IT Raj Kewal Joe Koontz Sunita Bhimrao Ivan Lapidus 21

22 Enterprise Resource Planning (ERP) Name for City of Berkeley Product We conducted a naming contest to promote the new system and encourage creativity. 115 participants 16 departments One Name 22

23 Enterprise Resource Planning (ERP) Name for City of Berkeley Product (Enterprise Resource Management Application) submitted by Eddie Yang of IT. 23

24 erma Project Goals and Success Indicators Improvement to business processes Implementation of business processes based on best practices Implementation of grant, project and budgeting processes and functionality Improvements to and updating of outdated technology Provide access to source data and user-friendly reporting tools Improvements of system and data integration to stand-alone systems where possible Reduce paper use Elimination of duplicate data entry Broaden employee self-service capabilities Broaden vendor self-service capabilities 24

25 erma Phase I Core Financials August 2017-October 2017 Core Team and subject matter experts work with Tyler Technologies to conduct preliminary configuration of system Build chart of accounts November 2017 June 2018 User testing Staff and Aides training Data Conversion July 1 to September 30, 2018 Go-Live and Post-Go Live activities Transition from FUND$ to erma All new transactions occur in erma Year end conducted in FUND$ Post go-live training and system adjustments 25

26 erma Phase II Core HR and Payroll September 2017 June 2018 Core Team and subject matter experts work with Tyler Technologies to conduct preliminary configuration of system Identify key areas of CalPers and benefits matrices User testing Conversions July December 2018 Staff training and prepare for concurrent payroll to test erma Additional testing Final testing All staff trained on time entry January 2019 March 2019 Go-Live and Post Go Live Payroll conducted in erma Year end conducted in FUND$ Team continues to support the City post Go-Live with training and systems adjustments as needed 26

27 erma Phase III Additional Modules Work Order and Asset Management Fleet and Facilities Real Property/Lease Management Property Tax Assessment Software Refuse Billing Business Licenses Performance Management Learning Management 27

28 Industry Recognition Municipal Information Systems Association of California (MISAC) Technology Achievement Award California Geographical Information Association (CalGIA) President s Award for the deployment of innovative enterprise GIS solutions 28

29 What s in Focus Fiscal year erma Website Redesign Computer Aided Dispatch Upgrade Body Worn Cameras Broadband Infrastructure Master Plan Expanding Digital Access (Wireless) to City Facilities Cyber Security Resilience Plan Geographical Information Systems Community Portal Online Mapping Solution for Building Permits Ticketing Queuing System in Permit Service Center Irrigation Management System Capital Improvement Project Tracking Implement Mobile Workforce Strategy 29

30 Q&A 30