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 50 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 2010:

                  Resolve 75% of User Support Help Desk requests at the time of call and 85% 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.  Maintain a 99% uptime on the City’s GIS servers.

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

                  Update and publish the FY2011 Information Technology Plan to prioritize and seek funding of citywide technology projects by June 30, 2010. 

                  Implement new server and storage technology equipment by December 30, 2009.  

                  Upgrade the four core network routers by January 30, 2010.

                  Implement virtual server technology for 20 or more of the 50+ servers by June 30, 2010.

                  Upgrade the City Portal server to Office SharePoint Services by December 30, 2009. 

                  Complete the three year Centralized GIS Implementation Project by June 30, 2010.