Information Systems
The Information Systems Division is comprised of three programs: Infrastructure Support, Financial and Enterprise Applications, and Geographic Information Systems (GIS). The Division provides technical and operational support for City Staff (excluding Police Dept.) in areas of hardware and software configuration, application installation and upgrade, network operation and performance, data security and backup, computer training, web services for both the public and the internal (Portal) sites, GIS and map support, and user Help Desk support.
Mission Statement:
Provide technical leadership, analysis, infrastructure and network support, financial and application support, computer training, web services, GIS, and Help Desk to City staff to enhance the quality and effectiveness of City operations while maintaining data integrity and standards.
Program Activities:
Ensure reliable, secure, high-speed network access and computer infrastructure for City staff at City facilities.
Maintain, upgrade, and support 750+ desktop computers and more than 30 infrastructure servers.
Support the Financial Management System (FMS) and other City-wide and departmental application systems.
Support the City’s GIS application; create and maintain centralized, standards based maps and reports.
Provide in-house and vendor provided computer training.
Provide a technical support Help Desk as a single source of problem diagnosis and resolution.
Provide services, standards, and procedures to ensure the reliable operation of the City’s public Web site and internal Portal services.
Maintain a technology plan to coordinate funding and scheduling of technology projects.
Provide technical analysis to departments in hardware equipment and application selection, implementation, and operation.
Key Objectives for Fiscal Year 2008:
Resolve 88% of Help Desk requests at the time of call and 92% within one business day.
Resolve 98% of Out of Service requests rated as Critical within 1 business day.
Complete 98% of Urgent requests to export data or generate special reports within 1 business day.
Maintain a 95% or higher customer satisfaction rating on service requests.
Maintain an uptime of 99.8% on the Wide Area Network infrastructure, the Financial Management System and critical application and database servers. Maintain a 99% uptime on the City’s GIS Geospatial Browser.
Ensure 99% of employees report the computer training program resulted in improvements in their ability to use desktop applications.
Update and publish the annual Information Technology Plan to prioritize and seek funding of citywide technology projects by January 30th of each year.
Complete the implementation of Streaming Video minutes of City Boards and Commissions meetings that have filmed meetings by June 30, 2008.
Complete the implementation of Mobile Data Computers in Fire Department response vehicles and selected other City vehicles by June 30, 2008.
Implement Phase 1 of a centralized Geographic Information System consisting of a standardized database structure, loading priority base data, and establishing standards for GIS data by June 30, 2008.
Implement a new Utility Billing system with interfaces to the current FMS by December 30, 2007.
Implement a City-wide Time and Attendance system with interfaces to the current FMS by March 30, 2008.
Upgrade all City workstations to Office 2007 to provide enhanced user features and prepare for electronics forms advances by June 30, 2008.
Upgrade centralized backup services with an additional tape subsystem by November 30, 2007.
Conduct a Needs Assessment, RFP, and select a product to replace the current in-house developed Financial Management System by June 30, 2008.
Implement Duplex Printing controls on all City printers capable of printing duplex to reduce paper use and encourage Sustainability practices by November 30, 2007.
Implement the workstation Hibernate feature to reduce power usage yet allow software updates and deployment outside of business hours by September 30, 2007.