City of Cape Coral Strategic Plan...I Introduction This is the FY 2009 update to the City of Cape Coral Information Technology Plan. Along with every other City department, ITS faces

CITY OF CAPE CORAL, FL

Information Technology Plan – FY 2009

Updated 11/17/2008 Page 1 IT Plan FY 2009 – City of Cape Coral

Table of Contents

I Introduction

II Organization & Governance II.i Organization II.ii Governance

III ITS Mission Statement

IV Strategic Initiatives IV.i Application Deployment across City Departments IV.ii Aligning IT to the Business IV.iii Key Strategic Initiatives - E-Government - Document Management & Archiving - ERP Replacement - GIS - IT Infrastructure Capacity, Resiliency, Security V Key Projects V.i Update for FY 2008 Key Projects V.ii Key Projects for FY 2009 VI Best practice frameworks VI.i Service Management improvement via ITIL VI.ii The COBIT best practice framework for IT Governance

VII Project Management

VIII IT Architecture & Standards VIII.i Internet and Intranet Architecture VIII.ii Messaging Architecture VIII.iii Hardware, Operating System, and Database Platform Architecture VIII.iv Network Architecture VIII.v Application, Information, and Data Architecture VIII.vi Information Security Architecture VIII.vii City of Cape Coral information Technology Standards Matrix


I Introduction

This is the FY 2009 update to the City of Cape Coral Information Technology Plan. Along with every other City department, ITS faces new challenges associated with the changed budgetary landscape within Florida for State and Local governments following the adoption of Amendment 1 by the State legislature.

The FY 2009 Adopted ITS budget is reduced 27% from the FY 2008 Amended budget. The steepest cuts have been made for capital expenditures, and operating expenses. We are able to absorb these and continue to provide value because of the investment in infrastructure made over the last several years. Additionally the City has separately budgeted for replacement of our legacy SunGard iSeries based ERP this year and including this means that the City spend on Information Technology per se, increases over the prior year by close to 20%.

First order of business in the new fiscal year will be to negotiate final pricing for the JD Edwards EnterpriseOne solution for Finance and the CRW Systems/Avolve solution for Community Services.

The overall City budget makes it clear that continued IT investment is seen as key along with our “Lean Government” initiative for City departments to do “more with less” as we face the challenge of the next several years.


II Organization and Governance

II.i Organization

The ITS Department consists of three Divisions: Business Applications, Network & Telecom Infrastructure, and GIS Services – see Organizational Chart below.

Business Applications is responsible for supporting all the software applications deployed in the City. Our policy is to use Commercial off the Shelf (COTS) packages and develop software only when compelling cost reasons exist and/or there is a niche requirement where COTS is not available.

ITS Department Organization

ITS Director Admin. Spec. II

Network/Telecom Mgr.

Business ApplicationsManager

GIS Technical Analyst/DB Admin GIS Analyst

Network Administrator I Public Safety

Network Administrator II

Network Administrator II Network Engineer

GEO-ProcessingTechnician IITelecommunications

Specialist

TelecommunicationsSpecialist

Assoc. NetworkAdministrator

Network Computer SpecialistComputer Tech IIComputer Tech I

Business ApplicationsAnalyst

(2 positions)

Programmer Analyst I

(2 positions)

Assoc. ProgrammerAnalyst

Service DeskAdministrator

Service Desk Technician

Computer Tech IIPublic Safety

Computer tech IIPublic Safety

9/29/2008

GIS Division


Network & Telecom Infrastructure is responsible for supporting the extensive physical infrastructure including data centers, interconnectivity, switching, routing and telecommunications.

GIS Services is responsible for developing & maintaining the enterprise GIS implementation at the City utilizing the ESRI ArcGIS product. Most routine GIS activity is farmed out to the user departments but GIS Services will perform the more complex mapping & data analysis tasks. GIS Services publish a separate multi-year GIS Strategic Plan document– see http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/Default.aspx

II.ii Governance

Effective IT governance helps ensure that the IT organization supports business goals, optimizes business investment in IT, and appropriately manages IT related risks and opportunities. Value, risk, and control constitute the core of IT governance. Effective IT governance enables the enterprise to take full advantage of its information, thereby maximizing benefits and capitalizing on opportunities.

In order to strengthen our IT governance, ITS will perform a self assessment in FY 2009 against the COBIT® (Control Objectives for Information and Related Technology) Version 4 framework. This will be used to build a multi-year action plan. See section VI.ii below. COBIT® is the best practice IT governance framework published by the IT Governance Institute (ITGI.)

IT Steering Group

The IT Steering Group consists of the Assistant City Manager, the Director of Public Works, the Finance Director, the Deputy Police Chief, and the ITS Director. The Steering Group assembles annually to approve the annual IT Strategic Plan and quarterly to review status. It may also be convened on an ad-hoc basis throughout the year to determine the best solution or recommendation regarding key IT issues or decisions impacting the City as a whole.


http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/Default.aspx


Web Development Steering Group

The Web Development Steering Group consists of the Economic Development Director, the Public Information Officer, the ITS Director and the Manager of Business Applications. This Group meets monthly to develop strategic direction and developmental priorities for the City’s web presence.


III ITS Mission Statement

The Information Technology Services department seeks to deliver innovative and high value added information technology solutions to provide residents, City staff, and the business community with needed information and services.


IV Strategic Initiatives

IV.i Application Deployment across City Departments The City deploys Information Technology comprehensively across the entire organization. Strategic value provided by IT benefits the entire organization. Departments rely on IT to support their fundamental business processes and E-Government is a key component of technology deployed to let the public “use their fingers to do the walking.” Major Application deployment Following are the key enterprise class COTS applications deployed. Significant investment has been made in the last 3 – 5 years to deploy the Sire Technology applications, Rec Trac, and Kronos as well as the Click2Gov features of Naviline. Naviline itself will be replaced over FY 2009 – 2010 with modern Wintel based replacements. SunGard Public Sector – iSeries based Naviline ERP application:

• Land Management including Zoning and Future Land Use • Building Permits • Code Enforcement • Business Tax Receipts (Business Licensing) • Procurement • Asset Management • Financials • Click2Gov E-government applications for the public

Kronos iSeries Time & Attendance:

• Time & Attendance reporting utilizing clocks for hourly personnel Kronos Workforce Central HRIS/Payroll:

• Integrated Human Resource & Payroll system Sire Technologies Document Management System:

• High speed indexed document scanning & imaging Sire Technologies Permitting & Electronic Workflow:

• Entry of full permit packages including CAD drawings and subsequent electronic processing via electronic workflow

Sire Technologies Agenda Plus, Minutes Plus, Video Plus:

• Full featured Public Meeting Agenda Management, minutes taking, and archived video recordings indexed by the Agenda

eCivicall by the Orcutt Group

• Web based Citizen Action Center. Enables the public to enter requests for


service/complaints on-line and review status. SunGard Public Sector – OSSI Public Safety application:

• Computer Assisted Dispatch • Records Management • MCT – field wireless operation

Vermont Systems Rec Trac application:

• Specialized application for supporting Parks and Recreation activities including event scheduling and point of sale transactions

ESRI ArcGIS Geographical Information System:

• Enterprise GIS utilizing server based SDE • ArcIMS for interactive web presentation • Freeance partner product for developing web applications • Cartegraph partner product for Traffic applications

SaaS applications The foo\llowing applications are web based applications provied remotely by an external provider where City users access the application via the web and utilize a web browser as the client.

• The NeoGov solution for public sector workforce management is utilized by the Human Resource department for Applicant Tracking

• The “Cape Coral Prospector” economic development web search vehicle for commercial property within the City provided by GIS Planning, Inc.

• The NBS’ D-FAST application is utilized for Special Assessment processing. It is normally accessed via the web but it was decided to host it at the City to obtain cost savings.

Internally developed E-Government Capabilities

• Connect Cape Coral: this is a web accessed SQL database that is constructed from Business licensing and Occupancy data stored within the SunGard Naviline application. Built at the request of the Economic Development office, it categorizes all place and home based businesses within the city by the NAICS classification scheme. A web based interface allows the public to qery the database to search for businesses by category and to map the location using internal Google mapping capbility.

• Garage Sale Permits: this web based interactive system allows residents to register and apply for Garage Sale permits on-line and to print the permit at home. The system contains logic supporting the enabling ordinance regarding frequency of permits by address.

• Miscellaneous Archive Searches: we have enabled extensive document searches within our archive and have explicit links to certain documents of broad interest to residents including Flood Elevation Certificates.


Systems supporting IT Infrastructure and Operations Management

• CA Unicenter suite: used as the systems management vehicle including automated asset discovery and software distribution.

• CA Unicenter Service Desk: used as the key application supporting the ITIL best practice initiative for Service Management.

Messaging (E-mail)

• Microsoft Exchange Server & Outlook client • Symantec Enterprise Vault: Stores all incoming and outgoing e-mails.

Provides powerful searching to facilitate public records requests. Also provides a separate searching archiving system for employee e-mail folders allowing mail history to be routinely archived from the Exchange server to save storage space.


IV.ii Aligning IT to the Business

The annual City Planning/Budgeting cycle is utilized to ensure that ITS projects and priorities support overall city priorities as summarized in the diagram below.

The process begins with a Council list of strategic priorities. This is typically developed in an offsite Council work-shop session held with the City Manager and the department directors. Following the finalization and publication of the Council Strategic priorities, the City Manager and staff prepare their own supporting strategic project list to be incorporated into the budget planning cycle. Each department director builds a project list to be subsequently reviewed, finalized and consolidated by the entire City Manager team.

In some cases – for example E-Government – the ITS priorities may bear a direct relationship to a Council priority. However, since ITS is a service department, in most cases the ITS priorities support key customer departmental priorities. The ITS staff must work with each department to look for opportunities to provide technology solutions that add significant value to the business.

Typically projects identified for the Business Applications and GIS Services divisions will directly support customer departments. The Network & Telecom division’s priorities may indirectly support customers for example by adding resiliency, capacity, and resiliency to the infrastructure supporting their applications. Sometimes the projects may relate directly – for example the building of the 4.9 GHz Public Safety wireless backbone.

In building the ITS priorities full regard must be taken to ensure that the projects comply with developing IT architectural and technical standards and policies.

As the year progresses, the plan, priorities, and project list may be fine tuned. Indeed, some new customer requirements may surface during the course of the year and we typically provide budgetary provision for this eventuality.

The ITS Director and ITS division managers meet with department directors on a monthly schedule to review projects impacting that particular department and formal action registers are reviewed and maintained.


Council Strategic Priorities

Aligning IT to the Business

Annual Planning & Budget Cycle

City Manager & Staff Develop Programs & Priorities

Develop ITS Programs & Priorities & Roadmap for the Year

Update ITS Strategic Plan

ITS Budget Development

IT Architecture

IT Standards

IT Policies

New Departmental Requirements

Continuous –within the year

Request for Service (RFS)

Fine Tune/Amend/Adjust ITS Programs & Priorities

Execute Plan

IT Service Management & Service Delivery

(ITIL)

Departmental Coordination

Meetings

ITS Processes/Standards

Program Management

Additionally routine Requests for Service – e.g. for report customizations arise throughout the year and these must be handled effectively. The larger projects will require various degrees of Project Management and all requests must be delivered effectively complying with our developing ITIL compliant Service Management procedures.

IV.iii Key Strategic Initiatives The following five areas have been identified as strategic ITS priorities:

• E-Government Enabling residents, businesses and the public at large to obtain needed information and transact on-line with the City has been a major priority for several years and continues to be. The following table provides a partial listing of the features we provide on-line:


On-line Capability Enabling software Description Utility (Water) bill payments SunGard Click2Gov Via secured account set-up Business Tax Receipt renewal SunGard Click2Gov i.e. Business License renewal Citizens’ Action Center eCivicall Via Account set up or

anonymous. Enter requests, View status.

Apply for Building Permit/View Status

SunGard Click2Gov

Full electronic commercial permit package submission

SIRE Technologies’ Electronic Permitting

Secured account with pin number. Full submission including CAD drawings. Internal electronic workflow for parallel review process including red-lining drawings

Code Enforcement Lien status SunGard Click2Gov Council & (other public meeting) Agendas, Minutes, and archived Videos

SIRE Technologies’ Agenda Plus, Minutes Plus, Video Plus

Videos are indexed by the Agendas.

Interactive access to GIS ESRI ArcGIS, ArcIMS, Freeance

Almost all layers made public

Police P2C – Police to Community interactive system

SunGard OSSI

Fully searchable Document Archive

SIRE Technologies’ Document Management System (DMS)

Online Auction Online RFPs Demand Star Online Job Postings & Applications

NeoGov – externally hosted

Cape Coral “Prospector” GIS Planning – externally hosted

Tool for Economic development. Search for available commercial space

Connect Cape Coral Internally developed Business directory utilizing NAICS classification

Online Garage Sale Permits Internally developed Apply online and print permit at home

Online Burglar Alarm registration

Cry Wolf

Various forms and static maps Internally developed FEMA flood Elevation Certificates

Internal, SIRE DMS

Powerful dedicated Google site search

Google In house Google “MINI” search appliance

Planned additions for FY 2009 include finalization of the internally developed Online Residential and commercial Permit Fee Estimators – allowing the public to accurately determine what fees will be based on project scope and parameters. Also as the SunGard NaviLine system is replaced by the J.D.Edwards OneWorld system and the CRW TRAKiT system, all Click2Gov features must be replaced by their equivalents. We will also be replacing the SIRE Technologies’ Electronic Permitting system with Avolve Systems’ ProjectDox as this system is tightly integrated to TRAKiT.


• Document Management & Archiving

A major step forward was taken in FY 2007 with the implementation of the SIRE Technologies’ Document Management System (DMS.) This system is front ended by powerful high speed indexed document scanning equipment and has enabled the City to build up a large scale document repository organized into logical cabinets and folders. The DMS has saved money by shrinking physical storage space and provides very powerful search and retrieval capabilities. ITS will work with the City clerk’s office in FY 2009 to utilize the SIRE Rules engine to improve certain business processes.

• ERP Replacement The City has been using what is now called the SunGard Public Sector system since 1993. The system was initially released as the “green screen” H.T.E. AS/400 based application. In 2003 we upgraded to the web based client NaviLine version. The system is deployed to cover Financials and Community Services functionality. In 2008 the City converted NaviLine Payroll and HRIS to the Wintel based Kronos Workforce Central suite, and the council has approved replacing the entire remaining functionality to modern .net based replacement systems. Two RFPs were released in 2008 for Financial Services and Community Services ERP systems. The finalists have been identified as the JD Edwards OneWorld solution for Financials and CRW Systems TRAKiT for Community services. We will also be procuring Avolve Systems’ ProjectDox for electronic permitting which is a partner product for TRAKiT. ProjectDox will replace SIRE Technogies’ electronic permitting. The decision to replace the SIRE product was made due to the existing integration of ProjectDox with TRAKiT. The ERP conversion will extend into FY 2010.

• IT Support for the City’s Lean Government Initiative The City will be entering the second year of its Lean Government initiative in FY 2009. The program involves utilizing the Value Stream mapping and kaizen approach to waste elimination pioneered by Toyota and used extensively in the manufacturing sector and now spreading to the back-office. ITS is committed to supporting departments as they perform kaizens to break apart business process flows and re-engineer them in a lean manner. In FY 2008, changes were made to the IT steps supporting the procurement process as a direct result of the procurement kaizen, ITS staff have actively participated on cross functional kaizen teams and will continue to do so in FY 2009. We see opportunities to make improvement utilizing electronic workflow as the Lean initiative moves ahead. During 2009 we will also assist the City’s Lean coordinator to set up a web


presence cataloging the successes of the program. The replacement of our legacy ERP system will also provide opportunities to re-engineer processes in tandem with the Lean program.

• Geographic Information Systems (GIS)

GIS technology is central to City operations. We have ESRI ArcGIS deployed and are currently running ArcGIS 9.2. The implementation is enterprise based using a central SDE server. We will be upgrading to ArcGIS 9.3 in FY 2009. For web applications ArcIMS is deployed along Due to the central role that GIS plays, a separate and comprehensive GIS Strategic Plan is updated annually and published along with the Information Technology Plan on the City website – see http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/Def ault.aspx

• IT Infrastructure Capacity, Resiliency, and Security The IT infrastructure plays a central role in supporting the strategic applications. We have a multi-year program in place to ensure capacity, resiliency, and security are addressed for both the windows server environment and the wired and wireless network infrastructures in a cost effective manner. Key elements of our approach are as follows: Capacity: Storage: Storage Array Network (SAN), SATA low cost drives Server processing power: Virtualization, server blades Network capacity: dark fiber, metro Ethernet, single-mode fiber, wireless Resiliency: Servers: failover, replication Network: redundancy Security: Firewall upgrades and redundancy URL filtering SPAM filtering Traffic monitoring FY 2007 project recap

• CISCO VOIP installed at the Emergency operations center (EOC) Data Center and the Customer Service Billing (CSB) facility

• Wireless point-to-point at the Everest Park Public Works complex • Blade Server Installation at the City Hall Data Center




• UPS upgrade at the City Hall Data Center • Internet upgrade from 3MB to 10MB • Metro Ethernet upgraded to 10Mbps for 6 sites

FY 2008 project recap

• CISCO VOIP telephony installed at Parks & Recreation Facilities • CISCO VOIP CORE infrastructure capacity upgrade • Wireless point-to-point at the Yacht Club complex • Blade Server installation at the EOC Data Center • Security camera upgrade at City Hall – IP Cameras • Firewall upgrade completed • Wireless Access Points upgraded with centralized controllers at City Hall • Network Access Control (NAC) installation completed for wireless

FY 2009 projects

• Install the IT infrastructure at the new Police Department HQ building currently under construction

• Network Infrastructure upgrade o Fiber connectivity to the Lee County Government Building in Cape

Coral o Fiber to County 911 Building from EOC and new PD HQ o Fiber from City Hall to EOC and new PD HQ o Wireless point-to-point to replace existing WAN links o Certification Training for admin staff

The major infrastructure project for FY 2009 will be the development and implementation of the IT infrastructure for the new Police building. This includes a new Police data center located on the 3rd floor of the new 150 mph rated Police Building. This will provide us with 3 data center environments: the City Hall data center supporting all non-Public Safety applications, the existing Emergency Operations Center (EOC) data center which is housed in a 150 mph rated building and the new Police data center. These will all be interlinked with dark fiber and allow significant scope for development of failover capacity.


V Key Projects

V.i Review of FY 2008 Major Projects: We were successful in completing all but one of the major projects planned for FY 2008 and the one missed – Phase 2 of the Broadband Public Safety Wireless Network – was rescheduled due to circumstances beyond our control: Business Applications Implementation of the Kronos Workforce Central HRIS/Payroll system: Migration from the SunGard H.T.E. system was completed March 2008. Conversion of the City website to the dotnetnuke (dnn) framework, construction of a new portal, and Content Management: The website conversion took place in two phases – conversion of the existing design to dnn was completed in June and the subsequent construction of the new portal navigation system went live in early September. The dnn framework allows user departmental coordinators to handle content management themselves. Departmental web coordinators were identified and trained in the new dnn content management technology. Public Meeting Management – implementation of SIRE Technologies Minutes Plus and Video Plus: completed the conversion from Granicus for both minutes management and indexed video archives for Council meetings. This complements the SIRE technologies Agenda Plus implementation already in place. E-Permitting – SIRE Technologies Web Permitting solution: Worked with Sire Technologies to develop and implement an electronic workflow system allowing full electronic submission of permits including CAD drawings. Documents flow electronically through the review process. Covers Commercial & PDP applications. Selection of SunGard H.T.E. ERP replacement via RFP: The RFP process was completed and we have obtained Council authorization to negotiate final contract terms for the JD Edwards OneWorld solution for Finance and the CRW Trakit system for Community Services functionality.


Network & Telecom Infrastructure Implementation of the 2nd Phase of the 4.9 GHz Public Safety Broadband Wireless Network: The City became one of the first agencies in Florida to deploy the new 4.9 GHz pre-Wimax wireless technology designated exclusively for public safety by the FCC in 2007. At that time we covered the Central and SE sectors of the City with antennas mounted on a cell tower located in the City centrum. The 2nd phase will cover the Central and SW sectors by broadcasting from the 300 ft. tower owned by Lee County Public Safety located on the City SW water plant property. It was discovered that the tower would need strengthening in order to mount additional antennas. This engineering work has been rescheduled by the County to the second quarter of FY 2009. Extensive reconfiguration of the network and telecom infrastructure for the Everest Parkway Public Works Complex: This was an extensive project involving relocating the MDF to a new building, converting the phone system to VoIP and increasing bandwidth. Bandwidth upgrade & VoIP conversion for the Yacht Club park complex Bandwidth upgrade for the Lake Kennedy/Sun Splash park complex Data Center redesign & upgrades: The main City Hall data center was redesigned to incorporate a separate fully walled off secured area to include all servers and networked equipment. This is located within the already secured prior data center and Service Desk room. The data center now operates as a “lights off” facility. The Fire suppression system was upgraded at both City Hall and EOC data centers. Implement Digital Security Camera system throughout City Hall & Council Chambers Implementation of the CA Service Desk system to support ITS’ ITIL best practice implementation Geographic Information Systems (GIS) Public Works Support: Build new layers for Bridges, Swales, Weirs Emergency Management – Post Disaster Damage Assessment: Implemented an ESRI ArcPad based solution to let field workers rapidly enter damage assessments for the City while working in the field following a natural disaster such as a hurricane.


Economic Development Office Support: Assist with the implementation of the “Cape Coral Prospector” capability hosted by GIS Planning, Inc. ITIL Program for best practice in IT Service Management Change Management: Revised the procedure to utilize the CA Unicenter Service Desk product Incident Management: implemented the procedure utilizing CA Unicenter Service Desk product Most ITS staff have ITIL v.2 Foundation certification. V.ii Key Projects planned for FY 2009: The key projects planned for FY 2009 include the first phase of migrating from the IBM iSeries based SunGard Public Sector Naviline ERP to JD Edwards OneWorld for Financials and CRW Trakit for Community Services. Additionally we plan to move ahead with the second and third phases of the Public Safety Broadband wireless project: Business Applications Implementation of the JD Edwards OneWorld solution for Financials: This implementation will span both FY 2009 and FY 2010. Implementation of the CRW TRAKiT and Avolve ProjectDox solution for Community Services: Phase 1: Implementation of LandTRAK, PermitTRAK, and ProjectTRAK modules. Phase 2: CodeTRAK, LicenseTRAK, AEC TRAK, and CRM TRAK will follow in FY 2010. Development of a Residential Permit Estimator: this system will allow residents and contractors to obtain accurate estimates of what permit fees will be for any type of residential construction. Development of an On-line Commercial Permit Fee Estimator: this system will allow the construction industry to obtain accurate estimates of what permit fees will be for any type of residential construction.


Network & Telecom Infrastructure Implementation of the 2nd Phase of the 4.9 GHz Public Safety Broadband Wireless Network: This segment will cover the Central and SW sectors of the City providing high speed data connectivity for the two fire stations in the zone, the three City owned Charter Schools, and the police Mobile Incident Command Center. Matching federal grant funds are available for the portion covering the schools via the federal “Secure our Schools” program. The project was recheduled from FY 2008 pending the County strengthening their cell tower located on our SW RO plant. Public Works also intend to set up linkage between this tower and a new tower to be built on the new North RO plant property. Timing for cell tower availability appears to be in the February – April 2009 time period. Implementation of the 3rd Phase of the 4.9 GHz Public Safety Broadband Wireless Network: Public Works intend to build a 180 ft monopole tower to communicate from the new North water plant, the SW RO plant and City Hall. This tower should be available in the April – June 2009 timeframe. ITS will mount the 4.9 GHz antennas on this tower and coverage will be provided to Fire Station 7 and the police Mobile Incident Command Center. Installation of the IT infrastructure for the new Police Headquarters Building: This major construction project was launched in September 2008 and the Police will be relocated in mid calendar 2009. The design calls for relocating the Public Safety data center to the new building and also provides for an extensive and robust wired and wireless LAN indfrastructure. Technical Documentation: The City has a complex wired/wireless WAN/LAN environment based on the Cisco platform. We have invested in comprehensive training for our technical support staff and will be building a repository of technical standards in FY 2009 to guide future development. Geographic Information Systems (GIS) EDO Support: A new layer will be built for Economic Development to display retail density and Vacant Commercial properties. ESRI Software upgrade: ArcGIS will be upgraded from version 9.2 to 9.3. Testing/Development Environment: a test and development environment will be built for both ArcGIS and ArcIMS.


ITIL Program for best practice in IT Service Management Configuration Management: implement the procedure and integrate with the existing Change Management procedure utilizing the CA Unicenter Service Desk product. Develop the CMDB – Configuration Management Database. Problem Management: implement utilizing CA Unicenter Service Desk product


VI Best practice frameworks

VI.i Service Management improvement via ITIL

ITS began implementation of a formal ITIL v2 program in late 2006. The majority of ITS staff members passed the EXIN International and itSMF supported Foundation Certificate in IT Service Management in January 2007 and we have embarked on a multi-year ITIL implementation program. The goal is to cover every process included in IT Service Management – i.e. Service Delivery and Service Support processes, evaluate each process to understand what the gaps are with the ITIL best practice framework, redress those gaps, and fully document the resulting process. For each documented process, appropriate metrics will be developed and reported on a routine basis.

The Computer Associates (CA) Unicenter Service Desk software application was procured and implemented in 2008 to support the program.

FY 2007 Progress In FY 2007 the Change Management process was addressed and implemented as our first ITIL compliant procedure. At this stage a SharePoint based log was developed to act as the change management repository. Metrics were developed to monitor the process and generated via an Access DB fed by an Excel export from the SharePoint change log. Procedure IT-SS-04 Change Management is posted on the ITS section of the City intranet. Security Management was also addressed in FY 2007 and procedures were developed and/or upgraded. These procedures are posted on the city intranet. See Section VIII.vi Information Security Standards below. FY 2008 Progress In FY 2008 the Change Management procedure was substantially revised to utilize the CA Unicenter Service Desk product as the control system for managing changes. All changes are now processed through this system as Change Orders. Metrics were developed to monitor the process and customized Crystal Reports were written to generate the metrics reporting.

Incident Management was also implemented along with Request Management utilizing CA Service Desk. The CA system is web based so all users are able to directly enter their Requests onto the system or alternatively call the Service/Help Desk. The Service/Help Desk review all Requests and reclassify any requests reporting service disruption as Incidents. Procedures IT-SS-01-01 Request


Management and IT-SS-01-02 Incident Management are posted on SharePoint. Metrics were developed to monitor the process and customized Crystal Reports were written to generate the metrics reporting. These metrics also relate to SLA performance – see below.

Service Level Agreement (SLA) Development: In conjunction with the development of the ITIL procedures in FY 2008 formal SLAs were developed, agreed to by the user base, and published on SharePoint. The following SLAs are in place:

IT-SLA-01 Desktop Support IT-SLA-02 SIRE DMS Application IT-SLA-03 Kronos Workforce Central HRIS/Payroll Application IT-SLA-04 SunGard H.T.E. NaviLine Application

FY 2009 Plans

In FY 2009 our priorities are Configuration Management built around the CA Unicenter CMDB (Configuration Management Database) and following on Incident Management to formalize Problem Management.

VI.ii The COBIT best practice framework for IT Governance

COBIT® (Control Objectives for Information and related Technology) is the best practice framework for IT governance published by the IT governance Institute (ITGI.) COBIT version 4 provides 210 control objectives applied to 34 high level IT processes categorized in four domains: Planning and organization, Acquisition and Implementation, Delivery and Support, and Monitoring and Evaluation. COBIT recommendations cover issues related to ensuring the effectiveness and value of IT along with information security and process governance.

ITS will perform a self assessment in FY 2009 against the 34 high level processes to develop a gap analysis allowing us to develop a multi-year program with detailed objectives for improving overall IT governance.


VII Project Management

Enterprise class applications/major infrastructure projects Project Management techniques are employed for the implementation of any enterprise class application. The ITS reference for Project Management is the PMI publication “A Guide to the Project Management Body of Knowledge”, Third Edition also known as the PMBOK Guide. In many cases the application vendor or the implementation partner have developed their own methodology which is compliant with PMBOK. The City will generally accede to utilizing these methodologies as they tie in closely to the vendor’s experience in implementing their particular application. The most recent example utilized by the City was the Kronos “Momentum” methodology deployed in 2008 for the implementation of the Kronos Workforce Central HRIS/Payroll system. In FY 2009 we will use the AMX “Polaris” methodology for implementation of the JD Edwards system. The City will deploy its internal project management methodology for the implementation of the CRW system. All these project management methodologies employ the following components:

• Assignment for roles: o Project Sponsor o Project Manager o Project team members with specific responsibilities including SMEs o Project stakeholders

• Project Charter • Project Scope • Execution Management • Change control • Detailed time/resource planning • Cost management • Quality control • Communications • Risk identification & management

Various computerized tools are deployed including a central web based information sharing area and program schedules such as Microsoft Project. Internal application development projects ITS frequently develops niche applications especially for the E-Government initiative. The applied man hours for these projects is limited – frequently being in the range of 40 – to 100 man hours. For these projects we utilize a “Project Management – Lite” approach. The control feature is the “ITS Project Form” which identifies:

• Project Sponsor • Project Manager • Project Developer(s) • Project Description


• Summarized Purpose and Objectives • Deliverables • Date Required • Benefits • Out of pocket cost and FTE man hours required

This document is reviewed and approved by the appropriate ITS manager(s). A SharePoint area is used to track actions and optionally Microsoft Project may be used for a Gantt chart depending on scope.


VIII IT Architecture & Standards

VIII.i Internet and Intranet Architecture

The Internet/Intranet architecture supports the City’s extensive E-Government deployment enabling residents and businesses to pay utility bills on-line, submit requests for service and complaints, renew licenses, search archives, view information and so on. Additionally the architecture supports web access for City employees.

• Physical access to the web: All City staff supplied with computers are allowed web access. Physical connectivity is provided via public carrier Metro Ethernet. The bandwidth may be readily augmented as required.

• Server Infrastructure o Public Access Web server: The City’s dnn based web site

providing extensive information for residents and the public at large and acting as the portal for web based E-Government services. Is the front end server for various back-end application and database servers supporting certain E-Government capabilities.

o Intranet Server: Supports the City’s employees. The intranet is SharePoint based and hosts a wealth of information including City wide regulations, policies and procedures, address listings, departmental policies and procedures and action registers for departmental and cross-departmental projects.

o Application and Database Servers: Certain servers required to be securely accessed by web users to support various E-Government services such as utility bill payment, license renewal, archive searching for example.

• User Authentication: Many web services require the public to set up accounts which are subsequently accessed using strong passwords.

• Web Application Framework: The City’s web sites are all constructed using the open source DotNetNuke (dnn) framework. Full use is made of this framework’s key features including skins, modules, and content management to provide maximum utility to City departments. Dnn is built using Microsoft VB.net for the ASP.net framework.

• Web Development: DotNetNuke framework rev 4.08 is our current standard and we will be upgrading to rev 4.09 in FY 2009. Microsoft Visual Studio is the tool-kit that ITS use for dnn development. Responsibilities between ITS and the web coordinators in each department are broken down as follows:

o ITS: DNN application development; development of Modules and skins; overall site management including page hierarchy.

o Departmental web coordinators: Content Management at the Page level: addition & deletion of text, modules, documents, links and images. The standard for documents to be posted is Adobe pdf and tif, For images, gif, png, and jpeg are all permissible.


o Client environment for internal users: The standard for City clients is either the web browser itself or the modern hybrid approach exemplified by the new Microsoft “Smart Client” application platform. This latter approach combines the best elements of a traditional rich client with the power and reach of the internet. The result is first rate ease of use and performance within a secure, multi-user database environment and utilizing the Microsoft SQLServer/.net platform. In some cases it is permissible for power users and developers, however, to utilize thick clients – for example with the ESRI ArcGIS application.

VIII.ii Messaging Architecture

The City’s messaging infrastructure utilizes Microsoft Exchange server and Outlook clients. Outlook Web Access is provided for secure https access to City employees to access e-mail from home or when traveling. The Blackberry Enterprise server (BES) is used to synchronize Outlook information for those employees issued with Blackberry devices.

Encrypted e-mail is not deployed. All electronic messages for Florida government agencies are subject to the public record requests.

VIII.iii Hardware, Operating System, and Database Platform Architecture

• Application and Database Servers: The City’s Financial and Community Services enterprise application is currently the IBM i-Series server based SunGard Public sector NaviLine system. Beginning in FY 2009 the City will begin the transition to Wintel based Financial and Community Services applications and this will ultimately mean abandoning the i-Series platform. Other than the Kronos Time & Attendance system all our other applications are Wintel based. The IBM X server is the primary server platform for these applications utilizing Microsoft Server 2003 as the Operating system. Microsoft SQL 2005 is the database server engine for these applications.

• Network Servers: Microsoft Active Directory is used to support the City’s LAN/WAN environment. A/D supports the directory services, authentication and authorization.

• Virtualization & Blade Servers: Extensive use is made of Virtualization technology and blade servers to consolidate servers and reduce cost.

• SAN environment: IBM SAN storage is used extensively to minimize storage cost and to enable a resilient failover environment.

• Desktop environment: Dell desktops and laptops are deployed as a standard throughout the City using Microsoft XP as the standard O/S. Panasonic Toughbook ruggedized laptops are deployed for Public Safety


(Fire & Police) officers working in the field and for other field workers including Code Enforcement officers and Building Inspectors. Refresh programs are in place and budgeted for both desktops and laptops. Due to the current budget environment, the replacement cycle has been extended, however.

VIII.iv Network Architecture

The City of Cape Coral IT environment resides on a metropolitan area network (MAN) using optical fiber and wireless infrastructure. The Public Safety (Fire and Police) network interlinks to the City network via optical fiber and is managed by Cisco routers and switches. The “City” wide area network (WAN) consists of LAN segments at several facilities – the largest being the City Hall complex itself – which are linked via Embarq metro-ethernet fiber and a T1 circuit in one case. The “remote” facilities with LANs consist of Public Works water plant/maintenance complexes, Parks and Recreation complexes and the Customer Billing Services facility. Broadband cellular wireless using VPN is used to provide field workers access to the central applications so that updates may be performed in the field.

The Public Safety Network covers the Public Safety Headquarters building and an increasing number of Fire Stations – currently nine. The Fire Stations were initially provided with Embarq T1 connectivity but this is now being superseded with the 4.9 GHz Public Safety Broadband Wireless system as the primary interconnect mechanism– see below. A private broadband wireless cellular network provided by Verizon is used to interlink Police and Fire vehicles with the Public Safety network.

The “City” network – including all “remote” sites is serviced in terms of business applications, e-mail services, etc. from the central City Hall data center. Likewise the Public Safety network applications are housed in the separate Public Safety data center.

Internet connectivity is provided by a 10 Mbps transit through Embarq/Sprint which is the Internet Service Provider (ISP)

The City deploys 802.11 wireless network segments based on Cisco protocols in the larger facilities. Within the City Hall complex a separate public network is available for the convenience of residents, visitors, and the press.

In terms of the Voice network, a Toshiba PBX services the City Hall complex but Cisco VoIP technology is being deployed in the larger “remote” sites and interlinks with the PBX via the data lines.

• Data Communications: The City’s data communication backbone utilizes the TCP/IP protocol. A combination of 10 GB/100GB Ethernet circuits is


utilized within buildings. LAN segments are connected using a combination of City owned “dark” optical fiber and Embarq supplied metro Ethernet circuits. For Public Safety applications use is also made of 4.9 GHz broadband wireless – see below.

• Wireless Data: o Public Safety Broadband Wireless: The City is the first agency in

SW Florida to deploy the new FCC licensed 4.9 GHz pre-WiMax broadband wireless spectrum for public safety communications. The first phase of a three phased program to cover the entire 116 square miles of the City using Alvarion technology was implemented in early FY 2008. Phase 1 covers the central and SE sectors of the City and interlinks Fire Stations in this zone to the Public Safety data center. Within this zone coverage is also provided to the Police Mobile Command Center vehicle which has been equipped with an Alvarion subscriber unit and antenna as the primary data communication link to the Public Safety data center. Phases 2 and 3 are planned for completion in FY 2009 to cover the entire City geography..

o 802.11b/g: The City deploys a secure 802.11sytem within the City Hall complex for employee use. A separate public version is also used for the convenience of visitors, the public, and the press. This permits local newspapers to e-mail their reports back to the newspaper office in real time when reporting public meetings. Cisco Light Weight Access Point protocol and United Wireless Architecture are utilized.

• Voice Communications: The City Hall voice communications backbone is the Toshiba CTX 670 PBX serving 500 digital handsets. A similar NEC PBX services Public Safety with 200 handsets (to be replaced by Cisco VoIP with the construction of the new Police building.) All the other complexes and facilities of any size (i.e. Parks & Recreation and Public Works) have been upgraded to VoIP utilizing Cisco Voice Manager. NEC Key systems are in use at 3 small locations and the Fire Stations have Embarq B1 service. Our current standard is the Cisco based VoIP and City Hall will convert to VoIP when the PBX reaches end-of-life.

• Video Communications: The City maintains a Polycom video conferencing system. Interconnection is via the web and the partner site does not need to utilize Polycom technology. There is NO separate network in place for transporting video communication. Streaming video is transported across the data WAN/LAN.

• Switching/Routing/Firewall environment: The City deploys Cisco technology.


VIII.v Application, Information and Data Architecture

Application architecture defines the design and correlation among applications. Information architecture refers to the analysis and design of the data stored by information systems. It refers to the modeling of data for an individual database and to the data models an enterprise uses to coordinate the definition of data across numerous databases. Data architecture describes the data structure used by the applications used by a business or agency.

The policy at the City is to utilize Commercial off the Shelf (COTS) applications wherever feasible. Internal development will be undertaken when only when dictated by cost concerns or when the requirement is not available commercially. Additionally, report generation will be undertaken when an application does not provide the specific report format needed “out-of-the-box.”

Section IV.i above “Application Deployment across City Departments ” describes the applications currently in use across the City. These deployments are currently spread across both i-Series and Wintel platforms. As covered in section VII.iii above, the City will be fully migrating over time to a Wintel environment and any new applications purchased or developed internally will be Wintel based.

For Wintel applications the preference is for web clients although robust “thick” clients are certainly permissible for power users for various enterprise class applications including ESRI GIS.

The Microsoft Office suite is used for office systems – word processing, spreadsheets, and presentations. Additionally Microsoft Project is the standard for project/Gantt charts and Microsoft VISIO is the standard for flow charting..

• GIS Data Standards: As covered in IV.i above, the ESRI server based ArcGIS system is deployed as our enterprise GIS system. Currently we are using version 9.2 and will be migrating to version 9.3 in FY 2009. The detailed GIS data standards are covered fully in Procedure IT-GIS-001 “GIS Data Standards” and are posted on the ITS Policies & Procedures section of the SharePoint intranet and on the ITS section of the City’s internet site..

• Development tools: Any i-Series based application is now officially “legacy” as we have formally decided to replace the Sungard Public Sector NaviLine application. RPG is the legacy programming language. For current applications – i.e. Microsoft.net – our development tool is Microsoft Visual Studio and applications are built in both VB.net and C#.net. ASP.net is utilized for web pages.

• Database Management Systems: Legacy applications are on DB2. New applications utilize Microsoft SQL.

• Report Writing: The standard is Business Objects’ Crystal Enterprise.


• Collaboration: Microsoft SharePoint is the standard. We are currently utilizing SharePoint 2003 but will be upgrading to SharePoint 2007.

• Records Retention: As a public agency, records retention is a critical issue and overall policy is directed by the City Clerk. For messaging (e-mail records) the Symantec Enterprise Vault was installed in April 2007. All incoming and outgoing re-mail messages are stored in the vault and the user has no control over deletion. This system has revolutionized the process for facilitating the numerous public record searches that must be performed weekly, greatly facilitating the extraction of relevant records via powerful search routines and guaranteeing all records will be included. The introduction of the SIRE Technologies’ Document Management System (DMS) along with high speed indexed scanning also transformed the way voluminous documents are stored. The system provides full control over retention dates.

• Middleware: with the upcoming deployment of the JD Edwards package in FY 2009, the IBM WebSphere middleware will become a standard. The CRW system will utilize Ajax.

VIII.vi Information Security Standards

The City has an information security program in place to ensure confidentiality of information, the integrity of data, systems and operations.

The security architecture must be resilient and provide effective controls over the public/private network infrastructure. Periodic external audits and reviews are performed by qualified security experts to provide guidance on areas for development and enhancement. Security constraints apply to both the wired and wireless environments.

Network authentication to the Microsoft Active Directory is an integral part of the security architecture.

The following Security Policies and Procedures are posted on the ITS section of the City’s SharePoint intranet:

IT-SD-06-01 Information Security Policy IT-SD-06-01-01 Metrics for Security Management IT-SD-06-02 Request for network and Application Access for New Users IT-SD-06-03 Password Management Policy (defining the use of strong passwords) IT-SD-06-04 Notification of Terminated and Transferred Employees IT-SD-06-05 Periodic Review of User Access Rights IT-SD-06-06 Server Hardening IT-SD-06-07 Patch Management Policy


IT-SD-06-08 Information Security for externally hosted & managed applications IT-SD-06-09 Request for Remote Access

The Information Security Policy and the Password Policy are provided to software application vendors as a routine part of our requirements to ensure that they can comply with our standards.

External Security Audits: Audits addressing various aspects of the security infrastructure are commissioned routinely by both ITS and Internal Audit to assure the security infrastructure is robust and to identify potential areas for improvement.


VIII.vii City of Cape Coral Information Technology Standards Matrix

City of Cape Coral Information Technology Standards

August 2008

IT Standards - City Operations DESKTOP, LAPTOP: Operating System Windows 2000, Windows XP preferred DESKTOP APPLICATIONS: Word Processor Microsoft Word 2003, 2007 Spreadsheet Microsoft Excel 2003, 2007 Presentation Microsoft PowerPoint 2003, 2007 Database Microsoft Access 2003, 2007 E-mail Client Microsoft Outlook 2003, 2007/ Outlook Web Access (latest

release) Project Management Microsoft Project Professional 2003 Flowchart Microsoft Visio Professional 2003, 2007 Graphics Microsoft Publisher 2003/2007 Web Browser Microsoft Internet Explorer 6, 7 Report Writer Crystal Reports 9; 10, 11

SunGard/HTE – Cognos QRep report writer (legacy) SPECIAL APPLICATIONS: Antivirus Computer Associates eTrust Antivirus with pest control GIS ESRI ArcInfo 9.2

ESRI ArcView 9.2 SERVERS: Operating System IBM OS/400, V5R3

Microsoft Windows Server 2000, 2003 Microsoft Windows Advanced Server 2000, 2003

Thin Client Access Citrix Metaframe Hardware IBM iSeries mid range

IBM X Series (Windows) IBM Netfinity Dell PowerEdge (Windows)

Backup IBM LTO Ultrium tape drive

Storage SAN IBM DS4800 E-mail Microsoft Exchange Server 2003 Web Application Servers Microsoft Internet Information Server (latest release)

Apache Web Server, BEA .net framework Active Server Pages/asp.net; DotnetNuke 4.8


Database DB 2; MS Access; Microsoft SQL Server 2000, 2005

Communications Protocol TCP/IP


Platform Architecture Standards:

End User Hardware – City Operations

COMPONENT DESKTOPS DESKTOPS/HIGH END USERS

LAPTOPS LAPTOPS/ RUGGEDIZED

POWER Single Single Single Single CPU Intel Intel Intel Intel DISK CONFIGURATION

40 GIG 80 GIG 40 GIG 80 GIG

RAM 2 GB Min 2 GB 2 GB 2 GB MONITOR Flat Panel

LCD Flat Panel LCD

INTERFACE CARDS Gig Nic Gig Nic Gig Nic Gig Nic OPERATING SYSTEM MS XP MS XP MS XP MS XP FILE SYSTEM NTFS NTFS NTFS NTFS MAINTENANCE 5 YRS. 5 YRS. 5 YRS. 5 YRS. ADDITIONAL HARDWARE REQUIREMENTS

CDRW/DVDRW

CDRW/DVDRW CDRW/DVDRW

CDRW/DVDRW

THIRD PARTY SOFTWARE

Netmotion Netmotion

PRE-INSTALL OPTIONS

OS OS OS OS

PREFERRED MFg/Model

Dell Optiplex Dell Precision Dell Latitude Panasonic

OPTIONAL Broadband Wireless 802.11b/g; Carrying Case

Broadband Wireless 802.11b/g


Platform Architecture Standards: Hand Held Mobile Devices

COMPONENT

PLATFORM Blackberry SOFTWARE COMPATIBILITY Outlook Exchange, Calendar, Address Book

with synchronization via Blackberry Enterprise Server,

CONNECTIVITY TCP/IP Internet and USB


Platform Architecture Standards: File/Print/Web Services

COMPONENT FILE/PRINT SERVERS WEB SERVERS (INTEL)

TYPE IBM xServer IBM xServer POWER Redundant Redundant FAULT TOLERANCE/DISK CONFIGURATION

Raid 1 or 5 Redundant H/W

Raid 1 or 5 Redundant H/W

CPU Xeon Xeon NEWTWORK INTERFACE CARDS

GIG GIG

OPERATING SYSTEM Win 2003 Win 2003 MONITOR Flat Panel Flat Panel RAM 4 GIG or Greater 4 GIG or Greater FILE SYSTEM NTFS NTFS THIRD PARTY SOFTWARE REQUIREMENTS

CA Eye Digital Sec, CA, Bea

PLATFORM X86 Architecture X86 Architecture MAINTENANCE 5 yr on site / 4 Hour 5 yr on site / 4 Hour ADDITIONAL HARDWARE REQUIREMENTS

Optical Drive Optical Drive

PRE-INSTALL OPTIONS IBM RSA Brnc IBM RSA Brnc STORAGE AND BACKUP HARDWARE/SOFTWARE

Computer Associates Symantec

Computer Associates Symantec


Platform Architecture Standards: Database/Application Servers

COMPONENT DATABASE &

APPLICATION SERVERS

(IBM iSeries)

DATABASE SERVERS

(IBM x Series)

APPLICATION SERVERS

(IBM x Series)

TYPE 9406-510 Blade/X series Blade/X series POWER Dual Single Single FAULT TOLERANCE/DISK CONFIGURATION

Raid 5 800GB 7200 RPM

Raid 1 or 5

Raid 1 or 5

CPU 600 CPW Intel Intel NETWORK INTERFACE CARDS

Ethernet 1 GB Ethernet 1 GB Ethernet 1 GB

OPERATING SYSTEM(S) V5R3 ESX 3.x/Server 2003

ESX 3.x/Server 2003

MONITOR Console KVM KVM RAM 32 GB > 4 GB > 4 GB FILE SYSTEMS DB2, IFS VMFS/NTFS VMFS/NTFS THIRD PARTY SOFTWARE REQUIREMENTS

None IBM, CA, VMWare

IBM, CA, VMWare

MAINTENANCE 1 year 24 X 7, 4 hr onsite

1 year 24 X 7, 4 hr onsite

1 year 24 X 7, 4 hr onsite

PREFERRED MANUFACTURER

IBM IBM IBM

ADDITIONAL HARDWARE REQUIREMENTS

None SAN Attached SAN Attached

STORAGE AND BACKUP HARDWARE/SOFTWARE

IBM LTO Ultrium Tape




Database & Application Architecture Standards: Servers

COMPONENT IBM iSeries IBM x Server INTERNET/

INTRANET GIS

DATABASE SOFTWARE DB 2 Microsoft SQL Server (latest release)

Microsoft SQL Server (latest release)

Microsoft SQL Server (latest release)

APPLICATION SOFTWARE SunGard/HTE Business Integrated Government Software

.net framework Microsoft SharePoint (intranet); DotNetNuke, MS Project

SOFTWARE/DEVELOPMENT TOOLS

RPG Visual Studio.net

Visual Studio.net ESRI ArcGIS 9.2

SECURITY SOFTWARE CA CA CA APPLICATION INTEGRATION

Jacada

SCHEDULER AD HOC REPORT TOOLS SunGard HTE

QRep, IBM Query

Crystal Reports, SQL Reporting

Crystal Reports, SQL Reporting

HARDWARE MONITORING Service Director Service Director

WORKSTATION REQUIREMENTS

Microsoft Internet Explorer (latest release)

Microsoft Internet Explorer


DATA COMMUNICATION STANDARDS

NETWORK INTERFACE CARDS Mother Board Primary NIC Secondary NIC Laser Printer NIC

Ethernet Ethernet Ethernet Ethernet

NETWORK PROTOCOLS TCP/IP

CABLING STANDARDS Horizontal (cabling and pathways)

Current Future CAT 6

Outlets

Current Future CAT 6 Cabling

Between Buildings/Backbone

Current Future Multimode/Single mode

Also wireless

PERIPHERALS

Printers HP

High Speed Scanning Fujitsu

Networked Copiers

Canon imageRUNNER


NETWORK HARDWARE

Routing Cisco

Switching Cisco

Firewalls

Cisco


VOICE COMMUNICATIONS NETWORK STANDARDS City Operations

LEC Provider PBX VoIP DESKTOPS phones ACD IVR

Embarq NEC Model 2400, NEC Model 2000, Elite

Cisco NEC D-Term Cisco IP phones

NEC Global Navigator Cisco

Selectron
