budget - berkeley, california 2019_it.pdf · provide excellent customer service through innovative...

BUDGETFiscal Years 2020 – 2021

DEPARTMENT OF INFORMATION TECHNOLOGY


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.

MissionWe provide cost-effective smart technology solutions to our business partners and community with integrity and commitment to excellence.

Values

Leadership in Technology

We use an enterprise approach to provide innovative technology solutions to facilitate delivery of services to the community.

Be a Model of Customer Service

We are committed to anticipate and exceed customer service needs and be flexible to address and resolve competing priorities.

Integrity

We are committed to transparency and respectful communication in our relationships.

Collaboration

We work together as a team to be a collaborative and inclusive partner

with our clients and each other.

Responsiveness

We are responsible and accountable for our actions. We follow up and

follow through.

Effectiveness and Efficiency

We use best practices to deliver projects on time and within budget.

Berkeley’s 2018-2019 Strategic Plan Goals:

“Be a customer-focused organization that provides excellent, timely, easily-accessible service and information to the community”

“To provide state-of-the-art, well-maintained infrastructure, amenities, and facilities.”

Vacancy Rate

Vacant Filled

Director1 Position

Information Systems Manager

1 Position

Associate Management

Analyst1 Position

Department of Information TechnologyFY 2019 Organizational Chart

Total: 45.0 FTE Last Updated: July 5, 2018

Customer Service Manager

1 Position

Customer Service Supervisor1 Position

Customer Service Specialist III9 Positions

311 Customer Service

Enterprise Services

Sr. Systems Analyst1 Position

Information Systems Specialist

5 Positions

Information Systems Support Technician

2 Positions

Senior Information Systems Specialist

3 Positions

Operations and Security

Sr. Systems Analyst

1 Position

Applications Programmer

Analyst II9 Positions

Project Management (PMO) and Analytics

Administrative Assistant

1 Position

Sr. Systems Analyst1 Position

Applications Programmer Analyst

II

5 Positions

Database Administrator1 Position

Infrastructure, Security, Operations

Information Security Manager

1 Position

Sr. Systems Analyst

1 Position


Community Members

Over 42 Buildings

throughout the City

All Departments

1500+ Employees

WHO ARE OUR CUSTOMERS


Internet

Communication

Contract

Administration

Budget

Administration

Annual

Reporting

Performance

Metrics

SLA’s

Planning

and Strategy

Technology

Governance

and Innovation

Digital

Strategic Plan

IT and City

Strategic Goal

Alignment

Project

Oversight PRA

Community and User

Collaboration and Support

Community

Requests

311 Phone

Support

Research

Audit Support

Collaboration

Enterprise Security / Firewall

Account Management

FTP Server

Identity Management

Change Control

Helpdesk & Tier 1

Support

Service Management

Mobile Device

Support

EndUser Training and

Communication

Printing and Scanning

SupportFile Storage Data StorageLoad Balancers

Disaster

Recovery

File Server

Online Payments

Website

Data Analytics

Middleware Integration

VoIP

PC/Laptop

Support

Innovation / New

Projects

Project Management Office

Asset Management

Financial System

SupportEnterprise

Applications GIS

Business Applications Business AnalysisProject

ManagementQuality

Assurance

Intranet

Data Warehouse

Database Administration &

Support

Mobile/Wireless Wide Area Network

Operations

Mail Server

Streaming

Media

Remote Access

Data Center

Content Management

Data and Access Security

Video Conferencing

Servers

Configuration

Permissions

Device Security

Customer Service

Requests – Online,

See Click Fix

IT SERVICES

KEY ACCOMPLISHMENTS

FY18/FY19 Key Accomplishments

• Tech Exchange Digital Inclusion fair

• Implemented Phase 1 of FUND$ Replacement

• Completed vendor selection for website upgrade

• Started Cyber Resilience Plan and Business Impact Assessment

• Service Desk achieved a 15% increase in ticket resolution

• Completed 12 RFP’s and 9 RFP’s are in progress for various technology acquisitions

• Launched multiple data portals for community


Project Count

Work in Progress 105

Completed 37

Not Started 21

On Hold 6

Cancelled 3

Pending 2

10

5

37

21

6 3 2

PROJECT STATUS FY 2018/FY 2019

Work in Progress Completed Not Started

On Hold Cancelled Pending

E N G AG E D A N D I N F O R M E D C O M M U N I T Y M E M B E R S C U S T O M E R S E R V I C E I M P R O V E M E N T S


Mobile/Wireless - Expanded Public Wi-Fi to 13 City Locations

Records Online - www.cityofberkeley.info/recordsonline

Building Eye - https://berkeley.buildingeye.com

GIS Community Portal - https://www.cityofberkeley.info/gisportal/

Open Data Portal (Community Connection Portal) - The Berkeley Community Connection

http://www.cityofberkeley.info/recordsonline

https://berkeley.buildingeye.com/

https://www.cityofberkeley.info/gisportal/

https://berkeley.connect.socrata.com/


Erma

Phase 1A

Live: Nov 1, 2018

Chart of Accounts / General Ledger

Requisition, Purchase Orders,

Contracts

Project Ledger

Accounts Payable

Erma

Phase 1B

In Progress

Accounts Receivable

General Billing

Cashiering

Erma

Phase 1C

In Progress

Human Resources

Payroll

FUND$ Replacement

Phase 2 Procurement in

progress

Zero Waste System

Work Order System including Facilities

Management

Fleet Management

Performance Management /

Learning Management System

FUND$ Replacement

Phase 3

Not Started

Business License System

Replacement

Property Tax Assessment System / Land Management

Module

FUND$ REPLACEMENT PROGRESS

WEBSITE UPGRADE


Completed in FY18

• Rolling Orange hired as redesign vendor

• Developed policies and standards to govern future website

• Citywide page-by-page review of existing web content

• Project kickoff with Rolling Orange in March 2019

Web Content Production

• Hiring web writers to re-write content for future website according to style guide and usability best practices

• Contracted writers to work in collaboration with city subject experts

• Piloting content production workflow summer 2019

WEBSITE UPGRADE – PROJECT TIMELINEDEPARTMENT OF INFORMATION TECHNOLOGY

March 2019

Strategy definition and technical

discovery

April 2019

Content model developed

May 2019

Sitemap created

June 2019

Wireframing

July 2019

Usability testing

August – October 2019

Visual design

September –November 2019

Citywide content production

September –December 2019

Site construction

January 2020

Content migration, QA testing

February 2020

User training

March 2020

Website launch!

CYBER RESILIENCE


Completed in FY19

• Presidio hired as vendor to help us develop our Cyber Resilience Plan (CRP)

• CLASS LLC hired as Citywide Business Impact Analysis (BIA) vendor

• Secondary and Redundant Internet connection eliminates City’s outage risk

Work in Progress

• Cyber Resilience Plan (CRP)

• BIA inputs for each department

• Disaster Recovery driven data center redesign & updated network for the Cloud


FINANCIALSIT Department FY 2020 Expenditures: By Type

StaffIT Operational

CostsHardware

ReplacementSoftware Licensing

OperationalTotal

$7,927,645 $2,700,599 $919,317 $1,574,618 $13,122,179

Staff60%

IT Operational Costs21%

Hardware Replacement

7%

Software Licensing

Operational12%

IT Department FY 2021 Expenditures: By Type

StaffIT Operational

CostsHardware

ReplacementSoftware Licensing

OperationalTotal

$8,119,411 $2,710,599 $919,317 $1,653,349 $13,402,676

Staff61%

IT Operational Costs20%

Hardware Replacement

7%

Software Licensing

Operational12%


Administration $ 1,352,308.31

Enterprise Services $ 1,290,025.46

Project Management and Analytics $ 1,839,295.65

Network Operations and Security $ 1,829,670.40

311 Customer Service $ 1,616,345.17

NON-PERSONNEL FUNDING BY DIVISION PERSONNEL FUNDING BY DIVISIONAdministration $ 449,320.00

Enterprise Services $ 681,000.00

Project Management and Analytics $ 430,748.00

Network Operations and Security $ 885,503.00

311 Customer Service $ 254,028.00

Administration17%

Enterprise Services25%

Project Management and Analytics

16%

Network Operations and

Security33%


9%

Administration17%

Enterprise Services

16%

Project Management and Analytics

23%

Network Operations and

Security23%


21%

311 STATISTICSDEPARTMENT OF INFORMATION TECHNOLOGY

0% 5% 10% 15% 20% 25% 30% 35%

City Center

Finance Refuse

Finance Cust…

PW Admin

Human…

Vital Statistics 2

Streets Sewers

City Clerk

PW…

Finance Admin

Vital Statistics 1

City Attorney

CityCenter

FinanceRefuse

FinanceCust Svc

PWAdmin

HumanResourc

es

VitalStatistic

s 2

StreetsSewers

CityClerk

PWTransportation

FinanceAdmin

VitalStatistic

s 1

CityAttorne

y

Series1 33% 30% 13% 5% 4% 4% 3% 3% 2% 1% 1% 1%

12 City Line and approximate call volume by line*Performance

MeasureFY 2017 FY 2018

FY 2019

Projection

TTL Incoming calls to 311 95,211 91,660 93,000

Calls Answered 81,761 77,905 79,500

Call Abandon Rate 14% 15% 15%

Online Service Requests 6,227 10,152 11,595

Emails, Voice Mail, Other 11,230 13,487 14,184

TTL 311 incoming contacts 112,668 115,299 118,779

1st Call Resolution 80% 84% 84%

311 CRM Cases 37,900 37,154 38,673


2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019

Sum of Total Interactions 66227 79280 84702 98840 101815 102870 102916 110974 112668 115299 118779

Sum of Calls Abandoned 4371 6406 6316 7214 8296 6114 8308 12614 13450 13755 14000

Sum of Staff Positions 9 10 9.5 8 8 8 8 8 8 8 9

0

2

4

6

8

10

12

0

20000

40000

60000

80000

100000

120000

140000

NU

MB

ER O

F ST

AFF

PO

SITI

ON

S

NU

MB

ER O

F C

ON

TAC

TS

311 Customer Service History

FY 20/ FY 21 Projects:

• 56 New Projects

• 57 Carryover Projects

• Support Projects for Departments – U1 Measure, T1 Infrastructure Bond, Short Term Rentals

Annual Replacement

Projects:

• 5 Annual Hardware Replacement Projects

• PC, Server/Storage , Network Devices , Wireless Access Points, Uninterrupted Power Supplies (UPS)

Annual Reporting and Compliance

Projects:

• 6 Annual Compliance Reporting Requirements Projects

• PCI Compliance, HIPPA Security Risk Assessment, PHPIMS EHR Meaningful Use Attestation, TCM Program Cost report data and audit files, Business License Renewal, Property Tax Reporting to Alameda County

STRATEGIC PLANDEPARTMENT OF INFORMATION TECHNOLOGY

UPCOMING MAJOR PROJECTS – FY20/ FY21


FUND$ Replacement Website Upgrade Public Records Act311 – Customer

Relationship Management System

Data Center Infrastructure Upgrade,

Disaster Recovery Installation and Implementation

Cyber Resilience Plan / Business Impact

AssessmentBroadband Master Plan

Load Balancers and Remote Desktop

Office 365 – Exchange and One Drive

SharePoint IntranetDigital Permitting

System

C H A L L E N G E S - Annual Average of 11 Vacant Positions (24.4%)


1 1

6

3 3 3

1 1

3

1 1 1 1 1

3

1 1 1

6

3

1 1 1

5

AA AMA APA II CSS III ISS ISST SSA AA APA II CSS III DBA ISM SSA APA I APA II CSS III ISM ISS ISST APA II CSS III ISM ISS ISST

2015 2016 2017 2018

Total # of Annual Recruitments by Class Specification

• Class Specifications are outdated

• Refer to early 1990 technologies and skill set

• Don’t reflect the current department skillset required

• Retention Rate - low for new employees

• Recruitment Statistics

• 57 Recruitments in last 3 years for a staff of 45

• Annual average of 11 vacant positions (24.4%)

• Staffing Challenges

• Difficult to recruit – Expectation of Class Spec, Work and Skillset do not match

• Lack of growth opportunities for staff

• Lack of space impacts productivity

• Project Implementations Impact

• New Technology

• Implementation of Short Term Rentals, U1 Measure, T1 Bond

• Additional 311 calls

C H A L L E N G E SDEPARTMENT OF INFORMATION TECHNOLOGY

R E Q U E S T E D F U N D I N G


• Software Licensing 5-7% annual increase

• Cyber Security

FY 20 - $308,570

• Software Licensing 5-7% annual increase

• Cyber Security

FY21 - $380,853

UNFUNDED NEEDS


• Current Backup system is failing and needs replacement

• Current system is Not Compliant with O365 and new project needs / data retention policies

• One time costs FY20 - $550K (Includes Hardware, Software and Professional Services)

• Ongoing annual costs starting FY21 - $150K (Ongoing Hardware and Software Costs)

Backup System Replacement

• E911/NENA Grid Compliance Requirements

• One time Cost $350K (Professional Consulting)

• FY 20 - $200K

• FY 21 - $150K

• Ongoing Costs (Staff Time, Consulting help as needed)

GIS Master Address Database

IT Classification and Compensation Study

Enhance Cybersecurity Governance and Services

Ingrain Great Customer Service in the Team Culture

Strengthen IT Project Governance & Delivery

N E X T S T E P S / A C T I O N


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