Budget & Performance Subcommittee March 25, 2016 1 Dr. Carlton - - PowerPoint PPT Presentation

Budget & Performance Subcommittee March 25, 2016

1 Dr. Carlton B. Goodlett Place, City Hall, Room 305 San Francisco, CA 94102

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AGENDA

1. Call to Order by Chair 2. Roll Call 3. Approval of Minutes 4. Discussion: FY 2016-17 and FY 2017-18 General Fund Budget Projects 5. FY 2016-17 & FY 2017-18 Budget Presentations 6. Public Comment 7. Adjournment

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• 3. Approval of Minutes

Action Item

3

• 4. FY 2016-17 and FY 2017-18 General

Fund Budget Projects

4

• 5. FY 2016-17 & FY 2017-18 Budget

Presentations

5

Fire Department

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Project Objective

The San Francisco Fire Department Mobile Data Computer (MDC) equipment in the fire apparatus is outdated and no longer being supported by the manufacturer. The new replacement MDC will provide a reliable system that is scalable and can be easily upgraded as newer technology becomes available.

Major Stakeholders

MDC Replacement

San Francisco Fire Department

Name Position Internal / External Project Role Contact Information William Storti Battalion Chief Internal Sponsor bill.storti@sfgov.org Hector Aguilar Project Director Internal Project Leader hector.aguilar@sfgov.org

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Problem Trying to Solve

• Mobile Data Computers have reached their end-of-life
• Spare equipment is limited
• Existing MDC does not support latest version of the Computer Aided

Dispatch (CAD) software

• Current versions of other mobility applications are also not

supported.

MDC Replacement

San Francisco Fire Department

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Project Implementation Stages/Phases

Phase 1 Phase 2 Phase 3 Phase 4 Dates: 06/22/2015 – 11/15/2015 11/30/2015 – 12/28/2015 11/15/2015 – 02/15/2016 05/09/2016 – 05/31/2017 Description: Evaluation of Mobile Data Computer alternatives Procurement of Mobile Data Computers Mobile Data Computer field test pilot Deployment

MDC Replacement

San Francisco Fire Department

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MDC Replacement

San Francisco Fire Department

MDC Models Evaluated

10

Project Budget FY 16-17 FY 17-18 Number of FTE

• FTE Classifications
• Salary & Fringe
• Software
• Hardware

$246,912

• Professional Services

$118,753

• Materials & Supplies
• Total Project Cost

$365,665

• MDC Replacement

San Francisco Fire Department

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Status Comment Scope This project replaces the outdated mobile data terminals (MDTs) on all Fire Department emergency vehicles with up-to-date mobile data computers (MDCs) Schedule 39% Complete. Estimated completion by May of 2017 Budget MDC equipment more costly than anticipated. Existing vehicle mounts will need to be

• replaced. DT labor cost increased due to complexity of installation.

Total Project Cost Total COIT Funding To Date Total Other GF Funding Total NGF Funding Total NGF + GF Funding Total Spent

$1,165,665 $800,000

• $800,000

$586,812

Risks Potential equipment installation delays due to limited Radio Shop staff.

Project Start: Project End:

MDC Replacement

San Francisco Fire Department

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Project Objective

San Francisco Fire Department has purchased the Sierra Wireless solution to provide real-time data communications for the fleet. The primary purpose of this solution is to provide reliable cellular communications in the vehicle network, and failover through the Motorola HPD network.

Major Stakeholders

Vehicle Modem Upgrade

San Francisco Fire Department

Name Position Internal / External Project Role Contact Information William Storti Battalion Chief Internal Sponsor bill.storti@sfgov.org Hector Aguilar Project Director Internal Project Leader hector.aguilar@sfgov.org

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Problem Trying to Solve

• Current private radio network (HPD) offers limited performance.
• Commercial LTE broadband cellular networks are not available with the

current equipment.

• Although the HPD network is highly reliable, it is a single point of failure of

the current implementation.

• SFFD will use the Sierra Wireless Mobile Gateway (oMG). oMG will provide

uninterrupted data connectivity between commercial cellular LTE, the legacy City-owned wireless data network and (eventually) a secure CCSF Wi-Fi network.

Vehicle Modem Upgrade

San Francisco Fire Department

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Project Implementation Stages/Phases

Phase 1 Phase 2 Phase 3 Phase 4 Dates: 11/01/2014 – 04/30/2015 04/30/2015 – 07/01/2015 04/25/2016 – 05/06/2016 05/09/2016 – 05/31/2017 Description: Evaluation of wireless equipment alternatives Procurement of Sierra Wireless equipment Sierra Wireless configuration and test pilot Deployment

Vehicle Modem Upgrade

San Francisco Fire Department

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Vehicle Modem Upgrade

San Francisco Fire Department

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Project Budget FY 16-17 FY 17-18 Number of FTE 1

• FTE Classifications

1070

• Salary & Fringe

$137,053

• Software
• Hardware

$183,075

• Professional Services

$124,200

• Materials & Supplies
• Total Project Cost

$444,328

• Vehicle Modem Upgrade

San Francisco Fire Department

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Status Comment Scope This project replaces the outdated vehicle radio data network with a high-speed LTE broadband network. Schedule 41% Complete Estimated completion by October 2017 Budget Extra network equipment was required to configure routing. DT labor cost increased due to complexity of installation. Total Project Cost Total COIT Funding Total Other GF Funding Total NGF Funding Total NGF + GF Funding Total Spent

$1,310,328 $866,000

• $866,000

$380,470

Risks Final network routing between existing wireless data network and new internet circuit has not been

• finalized. Security and configuration of the MPLS internet circuit at DEM.

Project Start: Project End:

Vehicle Modem Upgrade

San Francisco Fire Department

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Police Department

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Project Objective Keep officers in the field Major Stakeholders Residents and visitors of San Francisco

Police Vehicle Upgrades

Police

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Problem: Today, police officers cannot access basic services in their police

• vehicles. They have to return to the station to access Crime Data

Warehouse, the internet, access video, run suspect screens. Often something is happening in the moment that is being streamed live on video – such as an active shooter. Viewers at home in their living rooms can watch the video but officers en route to the scene cannot because the police vehicle computers and modems are 20+ years old and cannot access the internet.

Police Vehicle Upgrades

Police

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Project Implementation Stages/Phases

Phase 1 Phase 2 Phase 3 Dates: FY 15-16 FY 16-17 FY17-18 Description: Upgrade 180 vehicles Upgrade 20 (for 200k) or 50 (for $500k) vehicles Complete vehicle upgrades (333 in total)

Police Vehicle Upgrades

Police

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Project Budget FY 16-17 FY 17-18 Number of FTE

• FTE Classifications
• Salary & Fringe
• Software

29,300 25,000 Hardware 400,200 342,000 Professional Services 70,500 60,000 Materials & Supplies

• Total Project Cost

$500,000 $427,000

Police Vehicle Upgrades

Police

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Status Comment Scope Schedule 180 out of 333 vehicles will be complete this year ( or early next to account for bringing the cars in for the upgrade. 54% complete. Budget Total Project Cost Total COIT Funding Total Other GF Funding Total NGF Funding Total NGF + GF Funding Total Spent

$1,727,000 $800,000

• $800,000

Risks

Project Start: Project End:

Police Vehicle Upgrades

Police

Start Date: 2015 End Date: 2018

Project Objective Prevent, Solve, Manage Crime Major Stakeholders Residents and visitors of San Francisco

Crime Data Warehouse

Police

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Problem: Some of SFPD crime, suspect, and policing data is still paper based. Connecting or searching for suspects, crimes, trends can be difficult as multiple systems are required to see all data. Today SFPD cannot report the race and ethnicity of all persons stopped.

Crime Data Warehouse

Police

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SFPD Crime Data Warehouse - Design

Maps People Search Incident s Reports

Bank Robbery Occurring Now in Bank America building at 300 Market…….

Current Events -Nearby

Escaped Convict .2 miles ahead - License Plate Recognized 3rd and O’Farrell. Click here for details Dispatch reports pedestrian hit, .5 miles away at 3rd and Mission. Click here for details. Parole violator living at Mission and 5th. Click here for details. Disturbance at Civic Center – all units in Southern called to work

• Calls for Service – Past 4 hours

San Francisc

• Current Events –San Francisco

Blue Tooth Bandit Arson Suspect Homicide Northern ATM Robbery Video 3rd and California

Most Wanted and Crime Bulletins

Home

Occupy SF Shooting at 1350 hours today. See report # 458904 for details. Click for details

Top 10 Hot Spots** 6th and Mission 3rd and California Van Ness and Market Embarcadero Ctr More

** Hot Spots =

Most shots fired and calls for service

• Calls for Service

more

Stops Cases

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SFPD Crime Data Warehouse - Production

Maps People Search Incident s Reports

• Calls for Service – Past 4 hours

San Francisc

• Incidents

Home

Click for details

Top 10 Hot Spots** 6th and Mission 3rd and California Van Ness and Market Embarcadero Ctr More

** Hot Spots =

Most shots fired and calls for service

• Calls for Service

Stops Cases

2011-2012

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SFPD Crime Data Warehouse - Production

Maps People Search Incident s Reports

• San

Francisc

• Blue Tooth

Bandit Arson Suspect Homicide Northern ATM Robbery Video 3rd and California

Search

Home

Click for details

** Hot Spots =

Most shots fired and calls for service

• Calls for Service

more

Stops Cases

2011-2012 2012-2013

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SFPD Crime Data Warehouse - Production

Maps People Search Incident s Reports

• San

Francisc

• Maps

Home

Click for details

Stops Cases

2011-2012 2013-2014 2012-2013

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SFPD Crime Data Warehouse - Test

Maps People Search Incident s Reports

• San

Francisc

• People

Home

Click for details

Stops Cases

2011-2012 2013-2014 2012-2013 2014-2015

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SFPD Crime Data Warehouse - Production

Maps People Search Incident s Reports

• San

Francisc

• Reports

Home

Click for details

Stops Cases

2011-2012 2013-2014 2015-2016 2012-2013 2014-2015

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SFPD Crime Data Warehouse – pilot in progress

Maps People Search Incident s Reports

San Francisc

• Stops

Home

Click for details

Cases

2011-2012 2013-2014 2015-2016 2012-2013 2016-2017 2014-2015

FY 15-16 (this year) FY 16-17 (request for next year)

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SFPD Crime Data Warehouse - Design

Maps People Search Incident s Reports

Bank Robbery Occurring Now in Bank America building at 300 Market…….

Current Events -Nearby

Escaped Convict .2 miles ahead - License Plate Recognized 3rd and O’Farrell. Click here for details Dispatch reports pedestrian hit, .5 miles away at 3rd and Mission. Click here for details. Parole violator living at Mission and 5th. Click here for details. Disturbance at Civic Center – all units in Southern called to work

• Calls for Service – Past 4 hours

San Francisc

• Current Events –San Francisco

Blue Tooth Bandit Arson Suspect Homicide Northern ATM Robbery Video 3rd and California

Most Wanted and Crime Bulletins

Home

Occupy SF Shooting at 1350 hours today. See report # 458904 for details. Click for details

Top 10 Hot Spots** 6th and Mission 3rd and California Van Ness and Market Embarcadero Ctr More

** Hot Spots =

Most shots fired and calls for service

• Calls for Service

more

Stops Cases

2011-2012 2013-2014 2015-2016 2012-2013 2016-2017 2014-2015 2017-2018

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SFPD Crime Data Warehouse - Design

Maps People Search Incident s Reports

Bank Robbery Occurring Now in Bank America building at 300 Market…….

Current Events -Nearby

Escaped Convict .2 miles ahead - License Plate Recognized 3rd and O’Farrell. Click here for details Dispatch reports pedestrian hit, .5 miles away at 3rd and Mission. Click here for details. Parole violator living at Mission and 5th. Click here for details. Disturbance at Civic Center – all units in Southern called to work

• Calls for Service – Past 4 hours

San Francisc

• Current Events –San Francisco

Blue Tooth Bandit Arson Suspect Homicide Northern ATM Robbery Video 3rd and California

Most Wanted and Crime Bulletins

Home

Occupy SF Shooting at 1350 hours today. See report # 458904 for details. Click for details

Top 10 Hot Spots** 6th and Mission 3rd and California Van Ness and Market Embarcadero Ctr More

** Hot Spots =

Most shots fired and calls for service

• Calls for Service

more

Stops Cases

2011-2012 2013-2014 2015-2016 2012-2013 2016-2017 2014-2015 2017-2018 2018-2019

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Project Budget FY 16-17 FY 17-18 Number of FTE

• FTE Classifications
• Salary & Fringe
• Software
• Hardware
• Professional Services

750,000 950,000 Materials & Supplies

• Total Project Cost

750,000 950,000

Crime Data Warehouse

Police

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Status Comment Scope Mobile Crime Data Warehouse with e-Citations was added to support Vision Zero Schedule 50 % Complete Budget On budget Total Project Cost Total COIT Funding To Date Total Other GF Funding Total NGF Funding Total NGF + GF Funding Total Spent

$4,655,607 $2,655,607

• $2,000,000
• Risks

Increases to scope will make it hard to complete core functionality and to get off Police CABLE systems.

Project Start: Project End:

Crime Data Warehouse

Police

Start Date: End Date:

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Project Objective Reduce Pedestrian deaths to zero (Vision Zero Objective) Major Stakeholders Residents and visitors of San Francisco

E-Citations

Police

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Problem: Today SFPD cannot easily or accurately count the number of citations being written, for what, where, by whom. Why is this a problem? If pedestrians are being hit by vehicles running a red light at 4th and Main, we need to write citations for running red light at 4th and main. We cannot determine this level of information with the current paper citations.

E-Citations

Police

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Project Implementation Stages/Phases

Phase 1 Phase 2 Phase 3 Dates: FY 15-16 FY 16-17 FY17-18 Description: Develop e-Citation software “app.” Pilot and implement Traffic Company. Purchase 80 printers. Implement 176 additional printers for vehicles in patrol. Implement remaining patrol, motorcycle, footbeat; 158 printers

E-Citations

Police

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Project Budget FY 16-17 FY 17-18 Number of FTE

• FTE Classifications
• Salary & Fringe
• Software

290,000 200,000 Hardware 270,000 240,000 Professional Services

• Materials & Supplies
• Total Project Cost

$560,000 $440,000

E-Citations

Police

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Status Comment Scope Schedule Software developed, pilot in progress Budget On budget Total Project Cost Total COIT Funding To Date Total Other GF Funding Total NGF Funding Total NGF + GF Funding Total Spent

$1,600,000

• $600,000
• $600,000

$458,135

Risks This system relies on ATT bandwidth being available. Risk mitigation is to provide “hot spot” in police vehicles through police vehicle modem upgrades (see this project attached).

Project Start: Project End:

E-Citations

Police

Start Date: End Date:

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Juvenile Probation

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Design of a video surveillance system to replace security cameras and expand the existing obsolete system. Architectural, engineering and construction expertise will be obtained for the project. The project aims to install 175 new security cameras with an integration capacity of video, audio and analytics into a monitoring system.

• Juvenile Probation Department; Bureau of Architecture; Commission of

Information Technology; Capital Planning Committee

Juvenile Probation Security Cameras

Project objective:

Main stakeholders:

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• Out of compliance with California codes 26202.6.(a)-(d); 26206.7.; and 34090.6.(a)-(d)
• No video recording, audio or analytical capabilities under the present system (obsolete)
• Current system provides inadequate video imaging quality and serves to function as “door access” only
• Legal and financial risk liabilities
• Endangers residents, staff and visitors
• Audit findings from the Office of the Controller identified SF’s Juvenile Probation as the only facility

among 9 other similar counties without a video or audio recording system installed

• Will provide evidence based data to secure the safety of residents, staff and visitors
• Will offer accountability and analytical data to improve operational efficiencies
• Will resolve audit findings by adopting to industry standards for a modern security system
• Will maintain compliancy with Federal and State regulations
• Will mitigate against legal and financial implications

PROJECT NAME

Juvenile Probation Security Cameras

Issues: Resolve:

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Project Implementation Stages/Phases

PROJECT NAME

Kick-off Phase 1 Phase 2 Phase 3 Dates: 3/18/16 FY2016-17 FY2016-17 FY2017-18 Description: DPW security camera kick-off Scope/design (appraisal) (Project development) (Project execution/operation)

Juvenile Probation Security Cameras

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PROJECT NAME

Juvenile Probation Security Cameras

Project Budget FY 16-17 FY 17-18 Software $320,000 Software installation (labor) $188,000 Hardware $754,000 Hardware installation (labor) $559,000 Professional Services $225,000 Materials and Supplies Miscellaneous (taxes, etc) $91,000 Contingency factor $513,000 Total Project Cost $225,000 $2,425,000

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JUVENILE SECURITY CAMERAS

Status Comment Scope 0% Schedule 0% Budget 79% Total Project Cost Total COIT Funding To date Total Other GF Funding Total NGF Funding Total NGF + GF Funding Total Spent

$2.65M $0.75M $1.4M

• $2.15M
• Risks
• Funding
• Capacity

Project Start: 3/18/16 Project End: Pending

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Department of Emergency Management

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Project Objective The Audiovisual (A/V) system at 1011 Turk St. is used during EOC activations and large events for situational awareness. This includes equipment in the EOC, the Policy Room, and the Operations floor. The current AV system is 10 years old and no longer supported. This project will refresh the system to supported hardware and provide enhanced functionality. Major Stakeholders

• The EOC AV system is used by all major City departments and DEM

Operations personnel during EOC activations and major events.

EOC Audio Visual System Refresh

Emergency Management

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Problem Trying to Solve The project will allow DEM to continue to provide situational awareness services in the EOC, the Policy Room, and on the Operations floor during activations and major events.

EOC Audio Visual System Refresh

Emergency Management

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Project Implementation Stages/Phases

Phase 1 Phase 2 Phase 3 Dates: Jul-Sep 2016 Oct 2016 – Jan 2017 Feb-Jun 2017 Description: Scoping Contracting Implementation

EOC Audio Visual System Refresh

Emergency Management

52

Project Budget FY 16-17 FY 17-18 Number of FTE

• FTE Classifications
• Salary & Fringe
• Software
• Hardware

$99,590

• Professional Services

$89,410

• Materials & Supplies

Contingency/Other $30,000-

• Total Project Cost

$219,000

• EOC Audio Visual System Refresh

Emergency Management

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Status Comment Scope The project has not started. Schedule 0% Complete Budget Total Project Cost Total COIT Funding To Date Total Other GF Funding Total NGF Funding Total NGF + GF Funding Total Spent

$219,000

• $219,000
• Risks

Staff availability to manage the project

Project Start: Project End:

EOC Audio Visual System Refresh

Emergency Management

54

Project Objective Implement a workforce scheduling system to replace the manual process used by Division of Emergency Communications supervisors to schedule 24/7 dispatch personnel. The Division of Emergency Communications currently uses a paper based process to schedule 24/7 operations personnel. Major Stakeholders

• DEM Operations staff and Management personnel

Workforce Scheduling

Emergency Management

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Problem Trying to Solve

• This project will free up personnel from performing manual scheduling

functions so they can be redeployed to other areas. It will greatly increase the efficiency of the scheduling process.

• The office of the Controller - City Services Auditor in a report published in

January, 2014 recommends the purchase of an Automated Workforce Scheduling System. The system would eliminate many of the inefficiencies of the current system, provide for more accurate and dynamic schedule

• ptimization, and allow for a savings of approximately $149,000 annually in

supervisory staff time.

Workforce Scheduling

Emergency Management

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Project Implementation Stages/Phases

Phase 1 Phase 2 Phase 3 Phase 4 Dates: Sept-Dec 2016 Jan-Mar 2017 Apr-Jun 2017 Jul-Oct 2017 Description: Needs assessment Specifications development Procurement Implementation

Workforce Scheduling

Emergency Management

57

Project Budget FY 16-17 FY 17-18 Number of FTE

• FTE Classifications
• Salary & Fringe
• Software

$82,500

• Hardware
• Professional Services

$76,500

• Materials & Supplies
• Total Project Cost

$159,000

• Workforce Scheduling

Emergency Management

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Status Comment Scope Project has not started yet. Schedule 0% Complete Budget Total Project Cost Total COIT Funding To Date Total Other GF Funding Total NGF Funding Total NGF + GF Funding Total Spent

$159,000

• $159,000
• Risks

If the transition of DEM to the SFFD PeopleSoft system is delayed, this project would also be delayed.

Project Start: Project End:

Workforce Scheduling

Emergency Management

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Case Management

60

IT Service Management (ITSM) is the processs that guides IT customer service delivery and aligns it with business. Tools such as the ServiceNow platform support IT

• rganizations’ people and processes in delivering ITSM services to customers.

DT currently uses an “off the shelf” version of ServiceNow to manage internal work and to interact across departments on Incidents, Requests & CIO Reviews.

NEXT STEPS:

• Build more robust service delivery with upgraded ServiceNow platform & processes
• Phase 1 collaboration with DPH – expansion of collaboration with DPH & other depts. in future phases
• Prepare for Citywide offering of the ServiceNow platform & ITSM processes/workflows

IT Service Management

Department of Technology This project expands & improves ServiceNow functionality + user interfaces; Assesses, improves & documents key ITSM processes, and will enable these resources to be leveraged across all City departments.

PHASE 1:

Deploy updated & fully configured ITSM platform, processes and training to improve IT service delivery. Whie the initial phase focuses primarily on DT & DPH to improve communications, collaboration and efficiency with each other and among their customers & partners (including UCSF), the effort also prepares these valuable tools for other City agencies/departments to use within

• ServiceNow Platform Upgrade & Enhancements to Core Modules

Incident, Problem, Change & Request fulfillment

• Configure and populate Knowledge-Base

Enables more accurate + timely interactions

• IT Asset & Configuration Management Database (ITAM & CMDB)

Document, Track and Map Assets and their relationships among IT resources

• Employee Self-Service Portal (ESS)

Single Point of Entry for Answers, Submissions & Requests

• Performance Analytics reporting and dashboards

Clear, Transparent Insight to Volumes, Performance and Emerging Issues

IT Service Management

Department of Technology

The ITSM Project will improve Service, Transparency & Efficiency through:

 Automation of key processes  SLAs that are measured, monitored & clearly reported  Reduction in failures, outages, repeated incidents  Tighter Integration of Service Desk with Operations  Self-service, Mobile-friendly Customer Portal  Robust Incident, Problem, Configuration & Change management  Improved tracking of organizational learning & knowledge mgmt.  Transparent, clear reporting on key services, assets & processes  Better fault analysis, event correlation & improved root cause analysis

IT Service Management

Department of Technology

Project Implementation Stages/Phases

Phase 1 Phase 2 Dates: March to August 2016 FY-17/18 Description:

• Enhance custom applications & workflows
• Incident/Problem/Change/Request Management maturity &

process improvement

• ServiceNow Modules re-deployment /enhancement (Asset

& Configuration Management, Change Management, Problem Management, and Knowledge Base)

• ServiceNow New Modules (Performance Analytics,

Resource & Event Management)

• Employee Self-Service Portal (ESS)
• Platform Upgrade to Newest Version (Geneva)
• Integration with 3rd party application tools

(IAM/ActiveDirectory, SolarWind, NetBrain)

• Publish Updated Service Catalog Items (HR RTF, DT

Procurement Request, On-boarding, VPN Request, VM Request)

• Build a Service Catalogue that defines DT offerings

and Establish the system of record for "DT" Service Portfolio and service support & accountability information (Creation of Service Catalog Item)

• CMDB Population - Global scanning / Asset discovery
• CI Integration across Incident/Problem/Change

module (Maturation of CIs within CMDB - relationship, hierarchy, and dependency)

• ITOM Enhancments (Demand Management,

Customer Service, Telephony/CTI)

• Add system integrations
• Add process automations/work flows

IT Service Management

Department of Technology

Project Budget FY 16-17 FY 17-18 Number of FTE 5 7 (+2)

+ conversion of contractors > City employees

FTE Classifications

ITSM Project Manager: Contract (1)

• Sr. Programmer/Analyst: Contract (1)

Principal Bus. Analyst: 1054 (1)

• Ops. Support Administrator IV: 1094 (1)

Business Analyst: 1052 (1) ITSM Project Manager: 5504 (1)

• Sr. Programmer/Analyst: 1063 (1)

Principal Bus. Analyst: 1054 (3)

• Ops. Support Admin. IV: 1094 (1)

Business Analyst: 1052 (1)

Salary & Fringe $530K $1.2M Software $260K $275K Hardware NONE (CLOUD) NONE (CLOUD) Professional Services $1.4M $500K Materials & Supplies $100K $100K Total Project Cost $2.3M $2.1M

IT Service Management

Department of Technology

Amounts are totals required by year (assumes no carry forward)

Status Comment Scope Curr in Planning and Initiation Phase & are determining scope to capture primary requirements to meet most immediate DT & DPH needs. Schedule Start date is shifting but will not negatively impact overall effort Budget Funding for DT portion and Phase 2+ is required Total Project Cost Total COIT Funding Total Other GF Funding Total NGF Funding Total NGF + GF Funding Total Spent

$4M ? ? $300K

Risks Final funding & scope are being finalized.

Project Start: Project End:

IT Service Management

Department of Technology

IT Service Management (ITSM) is the processs that guides IT customer service delivery and aligns it with business. Tools such as the ServiceNow platform support IT

• rganizations’ people and processes in delivering ITSM services to customers.

The DPH ITSM project will leverage a partnership with DT to implement the ServiceNow functionality in phases. Use project to drive the assessment, improvement & documentation of key DPH ITSM processes. Allow for tighter operational integration with DT and UCSF. Partnership leverages DT experience and expertise, re-uses standardized workflows, SLAs and Metrics, improves access to knowledge assets, increases city-wide IT Ops visibility and creates foundation to share best practices.

IT Service Management

Department of Public Health

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Project Implementation Stages/Phases

Phase 1 Phase 2 Dates: March to December 2016 January 2017 to June 2018 Description:

• Implement:
• Incident/Problem/Request Management
• Knowledge Base
• Performance Metrics and Analytics
• Employee Self-Service Portal (ESS)
• Interfaces with DT and UCSF
• Build a Service Catalogue that defines DPH offerings

and establishes the system of record for DPH Service Portfolio (Procurement Requests, On-boarding, Remote Access Requests etc.)

• CMDB and Asset DB implementation - Global

scanning / Asset discovery

• Change Management migration from current system
• CI Integration across Incident/Problem/Change

module

• Resource & Event Management
• Add system integrations
• Add process automations/work flows

IT Service Management

Department of Public Health

68

Project Budget FY 15-16 FY 16-17 Ongoing Program Number of FTE 4.5 4.5 4.5 + TBD FTE Classifications

ITSM Project Lead: 1095 (1) Business Analyst: 1052 (1)

• Ops. Support Administrator

III: 1093 (1) Process Engineering: 1044 (.5) Metrics Analyst: 9910 (1) ITSM Project Lead: 1095 (1) Business Analyst: 1052 (1)

• Ops. Support Administrator

III: 1093 (1) Process Engineering: 1044 (.5) Metrics Analyst: 9910 (1) ITSM Project Manager: 1095 (1) Business Analyst: 1052 (1)

• Ops. Support Admin. III: 1094 (1)

Process Engineer: 1044 (.5) Metrics Analyst: 9910 (1) TBD

Salary & Benefits $640K (existing) $640K $640K+ Support from DT $63K $252K TBD DT or DPH(252K+) Software (250 licenses) $260K $260K $275K Hardware NONE (CLOUD) NONE (CLOUD) NONE (CLOUD) Project Phases 1&2 $503K – Phase 1 $500K – Phase 2

• Total DT Workorders

$826K $1.01M $524K+ Total Project Cost 1.46M $1.65M 1.16M

IT Service Management

Department of Public Health

69

Status Comment Scope Currently in Planning and Initiation Phase & are determining scope to capture primary requirements to meet most immediate DPH needs. Schedule Start date is shifting but will not negatively impact overall effort Budget Phase 1 and support funding in place, will need clarification on phase 2 funding Total Project Cost Total COIT Funding Total Other GF Funding Total NGF Funding Total NGF + GF Funding Total Spent

$4.3M

• $0K

Risks Schedule, Roles & Responsibilities, and Scope need to be locked down.

Project Start: Project End:

IT Service Management

Department of Public Health

70

• 5. Public Comment

71