How Are We Winning? We Win with People We Win with People - PowerPoint PPT Presentation

“How Are We Winning?”

We Win with People

We Win with People

Information Technology Measurements for Success

Customer Engagement

Customer Engagement � Project Status � IT Portfolio Dashboard & Roadmap � Maintenance Communications � IT Did You Know? � Monday Morning Update � DubNet Updates � Brown Bag/Micro Learning Event � Support Services Survey � Scorecard / Survey (Q3) � Business Partnership Program � IT Council

Customer Engagement

Customer Engagement

Customer Engagement

Customer Engagement

Solutions Delivery

Solutions Delivery 64 27 17 4 ACTIVE COMPLETED ON HOLD QUEUE IT Initiatives Portfolio Totals (2018)

Solutions Delivery

Solutions Delivery Highlights 2018 Accomplishments 2019 Forecasted WINS! Process Improvements for Streets Dublin Library Parking Garage Munis Benefits Enrollment Go Dublin! Council Chambers Renovation Kronos Upgrade & Cloud Computing Conference Room Standardization Accela Implementation Police Cruiser PC Refresh iLMS Implementation City Mobilization / PC Refreshes RecTrac Upgrade & Cloud Computing DubLink Inventory & Maps Network Routing/Switch Upgrades CIMS Upgrade & Cloud Computing Enterprise Storage Standardization The Memorial Tournament E-Signature Adoption Dublin Irish Festival LeafGo & SnowGo

Solutions Delivery IT Initiatives 21 Portfolio Totals (YTD) 12 12 2 ACTIVE COMPLETED ON HOLD QUEUE

Solutions Delivery

Information Technology Portfolio Dashboard Key Performance Indicators Key Notes IT Program Current Projects Phase Complete Overall Schedule Scope Cost Resource � � � � � Business Services City Data Platform Build/Test 75% � � � � � Blockchain Proof-of-Concept Build/Test 75% � � � � � Accela Implementation Build/Test 75% remains on schedule for June Go-Live AS400/Mainframe Retirement Implement 100% Project Delivered partial delivery � � � � � Kronos Upgrade & Cloud Computing Build/Test 25% charter approved; kickoff meeting done � � � � � RecTrac Upgrade & Cloud Computing Design 50% hardware procurement and provisioning � � � � � Learning Management System (LMS) Initiation 25% charter development and SoW underway � � � � � e-Signature Initiation 25% planning underway Security Edge Switch Refresh & Hardening Design 25% SoW under review Wireless Network Hardening Build/Test 50% private network and clients impacted Email Encryption Build/Test 50% Police currently testing S2 Audit & Standardization Build/Test 25% securing professional services Windows Server Upgrades Build/Test 50% technical debt and security risk Project Delivered PCI Audit & Remediation Implement 100% favorable report obtained Network Closet Lockdown Build/Test 50% assessment and mitigation underway Password Complexity Enhancements Warranty 100% Project Delivered exception required for Police Employee / Personnel Status Changes Design 50% Process Improvement project in progress IT Security Policies Initiation 0% SoW / Workshop in progresss Finance Audit Initiation 25% Request Memo received GIS/Data Go Dublin (CRM) Warranty 75% Facilities & SSO outstanding Mobilization for Parks Operations Implement 75% provisioning nearly complete Aerial Photos Initiation 75% behind schedule; minimal impact ArcGIS Infra - Server Upgrades Implement 75% awaiting Infrastrcuture updates St Patrick's Day Implement 100% Project Delivered Infrastructure Riverside Crossing Park (Design) Design 0% upcoming design session Traffic Controller Move from 5800 Design 25% awaiting wireless modems City Hall Building Transition (Network)Build/Test 50% dark fiber available at site Dublin/Library Parking Garage Warranty 75% call box issues exist Enterprise Storage Expansion Design 25% planning remains in progress DubLink Initiation 25% planning underway DubLink Transport Rings (3 & 4) Washington Township Dark Fiber Implement 75% contract renewal in progress

Managing Costs

Managing Costs 2018 IT Budget Overview City IT % of City % Used Capital $45.7 $1.8 3.9% 99% OPEX $86.8 $5.2 6.0% 96% TOTAL $132.5 $7.0 5.3% 98% estimated in millions 2019 IT Budget Overview City IT % of City % Used Capital $46.1 $1.3 2.8% 28% OPEX $89.5 $5.4 6.0% 50% TOTAL $135.6 $6.7 4.9% 39% estimated in millions

Managing Costs Estimated Closing Operating Budget for 2018 Available Description Budget Actual Encumbered % Used Budget Full Time Salaries/Wages $1,266,800 $1,258,800 $0 $8,000 99% Overtime Wages $36,000 $31,000 $0 $5,000 86% Other Wages $42,200 $19,000 $0 $23,200 45% Employee Benefits $590,600 $552,600 $0 $38,000 94% Training/Travel $46,900 $35,000 $300 $11,600 75% Professional Services $961,300 $686,400 $220,600 $54,300 94% Communications $759,900 $651,000 $96,700 $12,200 98% Rents and Leases $106,500 $104,200 $0 $2,300 98% Operating Supplies $196,000 $158,000 $33,500 $4,500 98% Equipment Maintenance $1,457,000 $1,363,300 $27,200 $66,500 96%

Managing Costs Estimated Current Operating Budget for 2019 Description Budget Actual Encumbered Available Budget % Used Full Time Salaries/Wages $1,322,500 $352,500 $0 $970,000 27% Overtime Wages $36,000 $5,400 $0 $30,600 15% Other Wages $42,200 $4,000 $0 $38,200 9% Employee Benefits $562,100 $146,900 $0 $415,200 26% Training/Travel $45,300 $16,700 $300 $28,300 38% Professional Services $688,000 $48,700 $213,200 $426,100 38% Misc. Contract Services $1,113,500 $362,700 $428,000 $322,800 71% Communications $734,000 $141,000 $419,800 $173,200 76% Rents and Leases $69,700 $18,000 $51,200 $500 99% Operating Supplies $180,500 $35,700 $108,600 $36,200 80% Equipment Maintenance $1,073,000 $528,400 $55,500 $489,100 54%

Managing Costs Estimated Current Capital Budget for 2019 Available Description Budget Actual Encumbered % Used Budget Information Technology $900,000 $77,500 $168,300 $654,200 27% Smart Cities Initiative $200,000 $4,500 $29,000 $166,500 17% US33 COG $250,000 $55,300 $0 $194,700 22% Fiber Optic $120,000 $0 $103,100 $16,900 86% Enhancements Information Technology ~55% Citywide / Shared Services ~45% Department Specific Projects

Systems Availability & Performance

Systems Availability & Performance Availability Technology Service Feb-19 Mar-19 NRECC 100% 100% Police OSSI 100% 100% Core Network 100% 100% Edge Network 100% 100% 24 x 7 Phone Services 100% 100% Surveillance Video 100% 100% Security Protection 100% 100% VMware Environment 100% 100% SAN 100% 100% Fleet Mgt 100% 100% CityWorks 100% 100% Business File & Print 100% 100% Hours GIS 100% 100% Rec Services 100% 100% ERP 100% 100%

Support Services

Support Services 99.4% (2018) > 3,000 service requests 9 dissatisfied customers Customer Satisfaction Survey We'd love to hear about your recent experience with our support service. Please rate your satisfaction with the service you received on <insert Request Description> by simply clicking one of the buttons below. You will be given the opportunity to add optional comments as well, after providing your rating. SATISFIED DISSATISFIED

Support Services 99.2% (YTD) > 900 service requests 2 dissatisfied customers 500 – 900 users 500 client end-points 300 mobile devices

Support Services Completed Requests by Month ~265 requests completed per month 410 ~65 requests completed per week 309 276 303 300 246 249 275 234 246 187 155 JAN 2019 FEB 2019 MAR 2019 APR 2018 MAY 2018 JUNE 2018 JULY 2018 AUG 2018 SEPT 2018 OCT 2018 NOV 2018 DEC 2018

Support Services

Support Services March 2019 Requests Incidents 151 115 7 6 2 22 SUPPORT SERVICES INFRA & SECURITY GIS

Support Services Currently in Progress Request & Incident Management • Establishing Priority Definition Time To Close (TTC) = Defined Service Level Agreements (SLAs) All Request Types 24 23.25 19.25 17.75 17.5 5.25 0.5 AVERAGE TTC (BUSINESS HOURS) Client Hardware Software Data/GIS Mobility Security Telecomm Information

Security Protection

Security Protection 2018 Key Accomplishments � IT Security Training for Employees Security Awareness Fundamentals • Phishing • Information Security for Executives • Baseline Security Training for IT • � Phishing Simulator Implementation & Baseline Measurement � IT Security Assessment � Security Camera Enhancements at the DCRC � One-Login Implementation � Password Self-Service Implementation � Updated Technology Use Policy

Phishing Campaign Results Campaign #2 Campaign #1 Passed Passed Clicked Link Clicked Link 3% Submitted Form 11% 5% 89% 92% 36 total Calls 9 total Calls