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, server and desktop configurations, application installation and upgrade, network operations, data security and backup, computer training, web services for both the public and the internal SharePoint sites, GIS and map support, and user HelpDesk 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 60 infrastructure and application servers.

·          Support the Financial Management System (FMS) and other City-wide application systems.

·          Support the many departmental applications that provide specific business support to a department.

·          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 support the City’s public Web site and internal SharePoint 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 2012

·          Resolve 60% of User Support Help Desk requests at the time of call and 70% of User Support requests within one business day.

·          Resolve 98% of “Critical” Out of Service requests 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. 

·          Ensure 99% of employees report the computer training program resulted in improvements in their ability to use desktop applications.

·          Update and publish the FY2012 Information Technology Plan to prioritize and seek funding of citywide technology projects by June 30, 2011. 

·          Complete the upgrade to Office 2007 by December 30, 2011.  

·          Evaluate Image Storage options, select an imaging server product, and publish image storage guidelines by March 30, 2012.

·          Determine Application Virtualization products, and prepare an implementation plan by March 30, 2012.

·          Resume the Financial Management System Replacement Project by selecting a product and developing an implementation plan by June 30, 2012. 

·          Upgrade the City’s ESRI GIS software and MAPS application by February 28, 2012.

·          Implement a new software platform for the City’s public Website by determining needs, selecting a product, and developing an implementation plan by June 30, 2012