ccd presentation template - denver ps financials ps hr ps crm denvergov enterprise cashiering gis...

KAEPPERFORMANCE

D E N V E R

Technology Services

JUN|2012

Peak Metrics Report Out

- 2 - Peak Metrics Report Out

KAEPPERFORMANCE

D E N V E R

March, 2012

Vision Alignment

Citywide Vision: We will deliver a world-class city where everyone matters.

Agency Vision : We will become the nation’s model for delivery of technology,

media, and contact center services for local government

Routine O & M

Incremental Changes/

Upgrades

Business

Opportunities

Strategic Partnership

and Innovation

Tactical

Strategic


KAEPPERFORMANCE

D E N V E R

March, 2012

Technology Services – Four Goals

Foster Environment of Employee Engagement

Master Operational Efficiency

Improve the Productivity and Satisfaction of City Agencies

Government Information and Services in the Hands of Residents

Anytime, Anywhere


KAEPPERFORMANCE

D E N V E R

March, 2012

Service Value Chain – Adapted for Public Sector

Internal

Process

Quality

Employee

Engagement

External

Service

Value

Citizen

Satisfaction

Agency

Satisfaction

Citizen

Confidence

Citizen

Trust

Internal Performance Service

Concept External Performance

Mission Measures

(And other factors)

Value

Source: Adapted from Ralph Heintzman, Brian Marson; People, Service, and Trust: Is there a Public Sector Service Value Chain? Paper prepared

for the Annual Conference of the European Group of Public Administration, September 3-6, 2003, p. 4


KAEPPERFORMANCE

D E N V E R

March, 2012

Mission Metrics Dashboard: Technology Services

Internal Process Quality

TS Problems Jan - May 2012

2

9

0

9

2

5

8

0

2

8

1

5

3

1

6

2

2

8

6

5

2

5

7

9

2

5

0

5

2

6

8

9

3

0

7

5

2

8

5

1

9

2

6

1

0

0

1

1

1

2

7

1

2

1

4

1

2

2

8

0

500

1000

1500

2000

2500

3000

3500

Jan Feb Mar Apr May

Incidents Received Incidents Resolved Outstanding Incidents (Accumulative)


KAEPPERFORMANCE

D E N V E R

March, 2012



TS Work Orders Jan - May 2012

4

8

8

7

4

0

5

1

4

4

4

2

4

9

7

7

4

6

9

1

4

3

3

6

3

8

3

4

4

2

7

0

4

7

6

4

4

5

9

1

1

4

2

2

1

6

3

9

1

8

1

1

2

0

2

4

2

1

2

4

0

1000

2000

3000

4000

5000

6000

Jan Feb Mar Apr May

Work Orders Received Work Orders Resolved Outstanding Work Orders (Accumulative)


KAEPPERFORMANCE

D E N V E R

March, 2012



0

5

10

15

20

25

30

35

Jan Feb Mar Apri May Jun Jul Aug Sep Oct Nov Dec

Tic

kets

Network & Telecom / 911 Systems Tickets Over 30 Days: Problems

2009 2010 2011 2012

0

5

10

15

20

25

30

35

40

45

50

Jan Feb Mar Apri May Jun Jul Aug Sep Oct Nov Dec

Tic

kets

Network & Telecom / 911 Systems Tickets Over 30 Days: Work Orders

2009 2010 2011 2012


KAEPPERFORMANCE

D E N V E R

March, 2012



563

572

576

596

626

1234

1495

1651

2171

2526

Install Software

Information Update (Active Directory/HEAT)

Reset Safety Application Password

New Employee

Desktop PC

Wrong Number

Permissions

Unlock LAN Account

Question IT

Reset LAN Password

0 1000 2000 3000

HEAT Work Orders (Top 10 By Item) Jan - May 2012

351

362

442

459

461

607

621

717

925

1484

Network

KRONOS

Windows on Desktop or Laptop

Printer Network

Auto Ticket

Alfresco

Outlook

Desk Phone

Email

Desktop PC

0 500 1000 1500 2000

HEAT Problem Tickets (Top 10 By Item) Jan - May 2012


KAEPPERFORMANCE

D E N V E R

March, 2012



1st Call Resolution

50.6%

48.3% 47.9%

49.4% 50.2%

49.6%

53.4% 53.3%

51.5%

57.3%

52.4%

55.1%

59.7% 59.6% 60.4% 60.4%

56.7%

40.0%

45.0%

50.0%

55.0%

60.0%

65.0%

70.0%

1st Call Resolution % Target Launched SD Reorg


KAEPPERFORMANCE

D E N V E R

March, 2012


External Service Value

239

193

224

243 251

181 176

197 183 186

0

50

100

150

200

250

300

Jan Feb Mar April May

tickets

Problem Tickets Escalated to Advanced Support

Tickets in 2011 Tickets in 2012

452

345

392 400 392

375

299 316

369

310

0

50

100

150

200

250

300

350

400

450

500

Jan Feb Mar April May

Tic

kets

Work Orders Escalated to Advanced Support

Tickets in 2011 Tickets in 2012


KAEPPERFORMANCE

D E N V E R

March, 2012



Average Speed to Answer Service Desk telephone metrics

in place since April 2012

Average Speed to Answer is a

solid indication of good

customer support since the

Service Desk Reorganization.

Average Speed to Answer is

around 53 seconds.

Solid performance with current

staffing levels.

52

65

45

60

37

64

46

0

10

20

30

40

50

60

70

4/15/12 4/22/12 4/29/12 5/6/12 5/13/12 5/20/12 5/27/12

S

E

C

O

N

D

S

Average Speed to Answer (secs) Target (Not to exceed 60 secs)


KAEPPERFORMANCE

D E N V E R

March, 2012



Alfresco PS Financials PS HR PS CRM DenverGov Enterprise Cashiering

GIS RMS/JMS

Q2 1 1 0 0 14 0 0 0

Q3 1 7 1 6 16 0 1 2

Q4 0 7 0 1 5 2 1 7

Q1 5 4 0 1 4 1 3 4

0

2

4

6

8

10

12

14

16

18

Nu

mb

er

of

Ou

tag

es

Outages | Applications


KAEPPERFORMANCE

D E N V E R

March, 2012



Infrastructure/Storage

Messaging App Servers Core Network Telephony 911 Telephony Public Safety

Radio

Q2 0 0 2 2 1 0 0

Q3 9 5 14 4 3 1 0

Q4 1 2 3 1 2 1 0

Q1 1 1 3 0 0 1 0

0

2

4

6

8

10

12

14

16

Nu

mb

er

of

Ou

tag

es

Outages | Operations


KAEPPERFORMANCE

D E N V E R

March, 2012


External Service Value - 311

0%

20%

40%

60%

80%

100%

2008 2009 2010 2011

% S

erv

ice L

ev

el

Service Level: Target & Actual

Svc Lvl

SL Target

0

20

40

60

80

100

120

140

2008 2009 2010 2011

AS

A (

sec)

ASA: Target vs. Actual

ASA (sec)

ASA Target

13 14 15 16 17 18 19 20 21 22 23 24

Nu

mb

er

of

Ag

en

ts

2011 Authorized & Actual Agents

2011 Auth

2011 Actual


KAEPPERFORMANCE

D E N V E R

March, 2012

Transformation Plan: Technology Services 1|12 2|12 3|12 4|12 5|12 6|12 7|12 8|12 9|12 10|12 11|12 12|12

Go

al 3

: Im

pro

ve C

ity

Ag

en

cy S

ati

sfa

ctio

n

Go

al 4

: In

form

ati

on

an

d

Se

rvic

es

to C

itiz

en

s,

an

ytim

e, a

nyw

he

re

Go

al 1

:Fo

ste

r E

mp

loye

e

En

ga

ge

me

nt

Go

al 2

: Ma

ste

r

Op

era

tio

na

l Eff

icie

ncy

Strategy 4: Invest in Lean Six Sigma

Strategy 3: Address deficiencies and opportunities in Employee Survey

Strategy 1: Attract and retrain a skilled IT workforce

Strategy 2: Develop a plan to staff TS, consistent with this strategy

Strategy 1: Document and execute repeatable operational processes

Strategy 2: Procure tools to effectively manage operational systems and processes

Strategy 3: Adopt “cloud first’

Strategy 4: Modernize Data Centers and Infrastructure

Strategy 5: Realize full value of our Enterprise Architecture and Enterprise Applications

Strategy 1: Develop an effective system to understand agency needs

Strategy 2: Develop PM processes based on industry standards

Strategy 4: Facilitate work anytime, anywhere – mobility and collaboration

Strategy 3: Develop a plan for “light” technologies for agency empowered solutions

Strategy 5: improve accessibility and usability of City information

Strategy 1: Transform Denver 8 to a “media services” model”

Strategy 2: Prepare 311 to engage citizens proactively and through multiple contact channels

Strategy 3: Improve access to government information

Strategy 5: invest in technical traiining

Strategy 6: Develop a plan to fund TS, consistent with this strategy

Strategy 5: Invest in technical training

Strategy 4: Improve delivery of services via electronic channels

Strategy 5: Create a comprehensive strategy for social media

Strategy 6: Invest in delivery of information and services to mobile devices


KAEPPERFORMANCE

D E N V E R

March, 2012

Improvement Activities

Goal 1 – Foster Employee Engagement

– Strategy 2: Through Peak Performance, develop a plan to staff Technology

Services in a sustainable manner, consistent with the goals of this strategic

plan

Goal 2 – Master Operational Efficiency

– Strategy 6: Through Peak Performance Program, Develop a sustainable

funding model for Technology Services, consistent with the goals of this

strategic plan

Actions Taken

– Completed 4 of 6 Strategic Resource Alignment Meetings with Governance

Council

– 1500+ hours of management time; 150 slides; 20+ business cases; 12+

vendors and consulted.

– 34 investment options across 12 service areas created and presented

– Cross-checked with two independent set of industry recognized/approved

metrics (Gartner and Computer Economics)


KAEPPERFORMANCE

D E N V E R

March, 2012



– Strategy 3: Address deficiencies and opportunities from Employee

Survey

Actions Taken

– Developed and communicated Strategy, Goals, and Objectives

– Tied individual performance to organizational goals through PEPs

– Created department-wide performance standards for PEPs/PEPRs

– Created Technology Services Leadership Blog to improve

communication

– Crucial Conversations training for all managers

– Better address issue of low job accountability

– Improved the project intake process

– Changed timing and frequency of weekly meetings to improve

communication


KAEPPERFORMANCE

D E N V E R

March, 2012



– Strategy 4: Invest in Lean Six Sigma

Actions Taken

– Finished all Green Belt Lean Six Sigma Projects (3 of 5 finished successfully)

– PeopleSoft Customizations:

• Goal: reduce low value customizations by 20%, saving $947K over three upgrade

cycles

• Process, forms, governance, measurements all implemented

– Storage Area Network

• Goal: maximize investment in storage area network by revamping processes used

by projects to purchase storage; Project recovered and reallocated $161K in

storage to other areas of need

• Detailed analysis, reallocation, and department policy created and implemented

– Citywide Applications Savings & Efficiencies

• Goal: develop a repeatable process to inventory, evaluate, and transform (when

needed) applications to provide best solutions and support options

• Team developed a framework, scoring system, and ran six DHS applications as

test cases. One application is being retired.


KAEPPERFORMANCE

D E N V E R

March, 2012

Improvement Activities Goal 2 – Master Operational Efficiency

– Strategy 1: Document and execute repeatable processes

Actions Taken

– Critical Incident Response process

• Internal and external communications have improved critical

incident response, proper resources are engaged and improved

incident documentation.

• Root Cause Analysis after all Critical Incidents has reduced

recurring problems and outages.

– Mailbox Delegation

• Provided process documentation enabling users to administer

their own mailbox delegation permissions.

– Recruiting for IT Service Management Coordinator

• 1st priority – implement a best-practices Change Management

process.

– Updated and improved our Service Catalog


KAEPPERFORMANCE

D E N V E R

March, 2012


– Strategy 2: Procure tools to effectively manage operational systems

and processes

Actions Taken

– RFP for IT Service Management (HEAT replacement) completed

– Service Desk Call Manager installed April 2012

– Implemented Insight License Manager for allocating and managing

software licenses

– Acquired Groundwork, a system monitoring tool, in Q1.

– Acquired funding to upgrade our Systems Center Configuration

Manager software

– Currently engaged in evaluating toolsets that enhance our monitoring

capabilities

– Continuous improvement of the Service Desk Wiki knowledge-base


KAEPPERFORMANCE

D E N V E R

March, 2012


– Strategy 2: Develop Portfolio and Project Management Processes

based on industry standards.

Actions Taken

– Developed and documented a Project Management Framework

including templates for key project artifacts and deliverables.

– Developed and documented a project intake process to track and

assess project requests for level of effort and business value.

– Maturing governance process for small and medium projects.

– Of the current 27 projects in flight, only 2 of these projects are in red

status (In March 2011, 7 of 24 projects were in red status).


KAEPPERFORMANCE

D E N V E R

March, 2012

Improvement Activities Goal 3 – Understand, quantify, and improve productivity and

satisfaction of City Agencies

– Strategy 4: Facilitate work anytime, anywhere – mobility and collaboration

Actions Taken

– Mobile Device Working Group

– Mobile Device Advisory Group

– Research - met with Apple, Cisco, Gartner, attended conferences and

seminars.

– Realistic Approach - balance evolving technology against fiscal

responsibility.

– Created policies and strategies for Bring Your Own Device (BYOD) and

city-supplied devices.

– Created plan to deploy WiFi in city buildings.

– Implementing a Mobile Device Management (MDM) software to ensure

security and management.

– Conducting on-site demos of hosted collaboration suites (e-mail,

document sharing, and instant messaging).


KAEPPERFORMANCE

D E N V E R

March, 2012

Improvement Activities Goal 4 – Information and Services in the hands of Citizens,

anytime, anywhere

– Strategy 3: Improve access to government information

Actions Taken

– Participation in planning efforts for Code for Communities Hackathon

planned for the end of July in Colorado

– Hackathon has support from local, national, and international groups

– With support of the GIS steering committee, the GIS development

team has reworked priorities and is developing a framework for open

GIS data to be ready and available for the hackathon

– Denver will be lending additional support to the event in terms of both

personnel and social media marketing

– Working with the City Attorney’s Office to ensure that the release of

Denver data complies with the GIS ordinance and any other legal

requirements

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