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

ACTIVE COMPLETED ON HOLD QUEUE

27 64 4 17

IT Initiatives Portfolio Totals (2018)

Solutions Delivery

2018 Accomplishments

Process Improvements for Streets Munis Benefits Enrollment Council Chambers Renovation Conference Room Standardization Police Cruiser PC Refresh City Mobilization / PC Refreshes DubLink Inventory & Maps CIMS Upgrade & Cloud Computing The Memorial Tournament Dublin Irish Festival LeafGo & SnowGo

Solutions Delivery Highlights

2019 Forecasted WINS!

Dublin Library Parking Garage Go Dublin! Kronos Upgrade & Cloud Computing Accela Implementation iLMS Implementation RecTrac Upgrade & Cloud Computing Network Routing/Switch Upgrades Enterprise Storage Standardization E-Signature Adoption

Solutions Delivery

ACTIVE COMPLETED ON HOLD QUEUE

21

12 2 12

IT Initiatives Portfolio Totals (YTD)

Solutions Delivery

Information Technology Portfolio Dashboard

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% 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 PCI Audit & Remediation Implement 100% favorable report obtained Network Closet Lockdown Build/Test 50% assessment and mitigation underway Password Complexity Enhancements Warranty 100% 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% 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

DubLink Transport Rings (3 & 4)

Initiation 25% planning underway Washington Township Dark Fiber Implement 75% contract renewal in progress Project Delivered Key Notes Key Performance Indicators Project Delivered Project Delivered Project Delivered

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

Description Budget Actual Encumbered Available Budget % Used 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%

Description Budget Actual Encumbered Available Budget % Used 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 Enhancements $120,000 $0 $103,100 $16,900 86%

Managing Costs

Estimated Current Capital Budget for 2019 Information Technology ~55% Citywide / Shared Services ~45% Department Specific Projects

Systems Availability & Performance

Systems Availability & Performance

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

Support Services

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

99.4% (2018)

> 3,000 service requests 9 dissatisfied customers

Support Services

99.2% (YTD)

> 900 service requests 2 dissatisfied customers

500 client end-points 300 mobile devices 500 – 900 users

Support Services

309 276 303 300 410 246 249 275 234 246 155 187

JAN 2019 FEB 2019 MAR 2019 APR 2018 MAY 2018 JUNE 2018 JULY 2018 AUG 2018 SEPT 2018 OCT 2018 NOV 2018 DEC 2018

Completed Requests by Month

~265 requests completed per month ~65 requests completed per week

Support Services

Support Services

151 7 22 115 2 6

SUPPORT SERVICES INFRA & SECURITY GIS

March 2019

Requests Incidents

Currently in Progress

• Request & Incident Management

Establishing Priority Definition Time To Close (TTC) = Defined Service Level Agreements (SLAs)

Support Services

24 19.25 17.75 17.5 5.25 0.5 23.25

AVERAGE TTC (BUSINESS HOURS)

All Request Types

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

89% 11%

Campaign #1

Passed Clicked Link

92% 5% 3%

Campaign #2

Passed Clicked Link Submitted Form

9 total Calls 36 total Calls

Phishing Campaign Results

Client Technology (End Points)

• Client Firewalls
• Email Encryption Deployments
• Tax
• Human Resources
• Finance
• Police
• Administrative Rights for Macintosh Clients

Networks

• Network Refresh & Hardening
• 2FA for Wireless Network
• Security Information & Event Management
• Firewall Assessment (operational)

Servers

• Domain Administrative Rights Audit & Remediation
• Windows Server Upgrades & Retirement (Technical Debt)
• FTP Site Hardening & Remediation

Roadmap Initiatives for 2019 and beyond

Data

• PCI Compliance

Chip Readers w/ P2PE Data Loss Prevention Implementation

Physical

Network Closet Security Audit & Remediation

People

• Password Complexity Enhancements

Process Improvement for Personnel Changes Phishing Campaign & Security Training for Employees (2019)

Policies & Governance

• Security Roadmap Established

Systems Patch Management Schedule Security Framework Adoption & Standards

• IT Policy Workshop
• Formalized Change Management Practices

Roadmap Initiatives for 2019 and beyond

Security Protection

Questions