City of Cape Coral Strategic Plan€¦ · Oracle/JD Edwards EnterpriseOne Financial ERP: • General Ledger • Receivables, Payables • Procurement • Project Costing • Capital

CITY OF CAPE CORAL, FL

Information Technology Plan – FY 2010

9/23/2009 Page 1 IT Plan FY 2010 – 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 2009 Key Projects V.ii Key Projects for FY 2010 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 Enterprise Architecture & Standards VIII.i Network Architecture VIII.ii Platform Architecture VIII.iii Software Architecture VIII.iv Data/Information Architecture VIII.v Security Architecture VIII.vi City of Cape Coral information Technology Standards IX IT related awards & recognition


I Introduction

This is the FY 2010 update to the City of Cape Coral Information Technology Plan. Along with every other City department, ITS faces challenges associated with the changed budgetary landscape within Florida for State and Local governments following the adoption of Amendment 1 by the State legislature and the severe reduction in property values within the City over the last 2 years.

The FY 2010 Proposed ITS budget is reduced 20% from the FY 2009 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 and application software made over the last several years. The City separately budgeted for replacement of the legacy SunGard Public Sector iSeries based ERP in FY 2009 and the bulk of the conversion to Oracle/JD Edwards Enterprise One for Financials and CRW TRAKiT for Community Services was completed by year-end.

First order of business in the new fiscal year will be to complete the ERP migration with the remaining three modules of JD Edwards; to implement the AMX Utiligy system for utility billing; and to implement the Avolve Software ProjectDox system for electronic plan submission and review.


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

City of Cape CoralITS Department Organization

ITS Director Administrative Specialist II

Network/Telecom Mgr.Business Applications

ManagerGIS Analyst/DB Admin

Network Administrator I Public Safety

Network Administrator II

Network Administrator II

GEO-ProcessingTechnician II

TelecommunicationsSpecialist

(2 positions)

Assoc. NetworkAdministrator

Network Computer SpecialistComputer Tech IIComputer Tech I

Business ApplicationsAnalyst

(3 positions)

Assoc. ProgrammerAnalyst

(2 positions)

Service DeskAdministrator

Service Desk Technician

Computer Tech IIPublic Safety

(2 positions)

Acts as Lead.

Network Engineer

GIS

Total Headcount = 25


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 began the process in FY 2009 of constructing a comprehensive set of IT policies, procedures, and documents supporting the COBIT® (Control Objectives for Information and Related Technology) Version 4 framework. This effort will continue in FY 2010. 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 was reconstituted in 2009 to include selected department directors along with the ITS Director and various other managers to provide a strong user based perspective. The steering group charter was also updated. 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 Public Information Officer, the ITS Director, the ITS Manager of Business Applications, and the web coordinator from the City Clerk’s Office. This Group meets to develop strategic direction and developmental priorities for the City’s web presence. Additionally the departmental Web Coordinators formally meet on a monthly basis to coordinate actions relating to web content development.


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 Oracle JD Edwards, CRW TRAKiT, the Sire Technologies’ applications, Vermont Systems’ Rec Trac, and Kronos products. Most of the Naviline Click2Gov E-Government features were replaced by CRW’s E-TRAKiT by the end of FY 2009 and the transition will be completed in 1Q FY2010 with the implementation of the online capabilities of the AMX Utiligy system for utility payments. Oracle/JD Edwards EnterpriseOne Financial ERP:

• General Ledger • Receivables, Payables • Procurement • Project Costing • Capital Asset Management (November 2009) • Fleet Management (November 2009) • Work Orders (November 2009) • Budgeting

Active Government:

• Cashiering • Payment Management

AMX Utiligy: (to be implemented in November 2009)

• Utility Billing CRW TRAKiT Community Development system:

• Land Management including Parcels, Zoning and Future Land Use (LandTRAK)

• Building Permits (PermitTRAK) • Projects (ProjectTRAK) • Code Enforcement (CodeTRAK) • Business Tax Receipts (LicenseTRAK) • Contractor Management (AEC TRAK) • Citizen Request Management (CRM TRAK) • E-government applications for the public (eTRAKiT)


Avolve Software ProjectDox: (to be implemented by December 2009) • Electronic plan submission & review

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 • Document archive management and searching

Sire Technologies Agenda Plus, Minutes Plus, Video Plus:

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

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 following applications are web based applications provided 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. D-FAST is normally accessed via the web but it was decided to host it at the City to obtain cost savings.

• The Onvia DemandStar online service is used to manage the procurement


RFP/bid submittal process. • The GovDeals® online service is used for online auctions of surplus City

equipment. 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 Community Development 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.

• “Mash-up” extensions to web GIS queries: several high value capabilities have been added to online GIS queries. These take data from the Community Development and Financial systems and present them as a component of GIS property address querying. Included are assessment payoff information and other financial data of significant use to the financial & real estate community within the City.

• 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 strategic planning is aligned with 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 communication 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 and staff on a monthly schedule to review projects impacting that particular department. 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, IT Enterprise Architecture, Technology Infrastructure Plan

ITS Budget Development

IT Architecture

IT Standards

IT Policies

COBIT Framework

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 formal Project Management – see Section VII - 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 that are provided on-line:


On-line Capability Enabling software Description Utility (Water) bill payments SunGard Click2Gov migrating

to Active Government with AMX Utiligy back-end in FY 2010

Via secured account set-up

Business Tax Receipt renewal CRW eTRAKiT i.e. Business License renewal Citizens’ Action Center – Submit/Track Requests for Service

CRW eTRAKiT Via Account set up or anonymous. Enter requests, View status.

View Permits, Projects, Code Enforcement Cases, Parcel info

CRW eTRAKiT General Public & Contractors

Schedule Permit Inspections CRW eTRAKiT Contractor activity Common e-payment vehicle Active Government interfacing

with CRW TRAKiT and AMX Utiligy

Payment for Licenses, permits, utilities, etc.

Apply for Building Permit/View Status

CRW eTRAKiT

Full electronic commercial permit package submission – pilot program.

SIRE Technologies’ Electronic Permitting. Migration to Avolve ProjectDox in FY 2010.

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 CRW eTRAKiT 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

Most layers made public

Police P2C – Police to Community interactive system

SunGard OSSI

Fully searchable Document Archive

SIRE Technologies’ Document Management System (DMS)

Online Auction Via GovDeals® online service Online RFPs Onvia Demand Star service 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

Commercial Permit Cost Estimator

Internally developed Allows contractors and the public to obtain permit cost estimates interactively

Residential Permit Cost Internally developed Allows contractors and the


Estimator public to obtain permit cost estimates interactively

Powerful dedicated Google site search

Google appliance In house Google “MINI” search appliance

The two most important E-Government projects in FY 2010 will be the implementation of the ProjectDox electronic plan submission package which will be tightly integrated with CRW TRAKiT and the conversion to AMX Utiligy for utility billing. All payments will be front ended by the Active Government cashiering solution. • ERP Replacement

The Capital Asset Management (Inventory), Fleet, and Work Order modules of the Oracle/JD Edwards system will be implemented in FY 2010. This will complete the JD Edwards project. The Sungard Public Sector Naviline Utility Billing module will also be replaced with AMX Utiligy in FY 2010.

• 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.

• IT Support for the City’s Lean Government Initiative The City will be entering the third year of its Lean Government initiative in FY

2010 and was awarded the Strategic Leadership Award by the International City/County management Association (ICMA) in September 2009.. The Lean Government 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. ITS staff have actively participated on cross functional kaizen teams and will continue to do so in FY 2010. We see opportunities to make improvement utilizing electronic workflow as the Lean initiative moves ahead.

• Geographic Information Systems (GIS) GIS technology is central to City operations. ESRI ArcGIS is deployed and

was upgraded to ArcGIS 9.3 in 2009. the implementation is enterprise based using a central SDE server. For web applications ArcIMS is deployed along with the Freeance application builder. 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. A multi-year program is 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




V Key Projects

V.i Review of FY 2009 Major Projects: Business Applications Implementation of the Financial ERP: All modules of Oracle/JD Edwards with the exception of Capital Asset Management, Fleet Management, and Work Orders were implemented. The Active Government cashiering system was also implemented to provide a common mechanism for handling all cash transactions. The Emphasys SymPro system was implemented for treasury management functions. Implementation of the CRW TRAKiT Community Development solution: All modules were deployed including LandTRAK, PermitTRAK, ProjectTRAK, LicenseTRAK, AEC TRAK, CodeTRAK and CRM TRAK. eTRAKiT was deployed for web based services to the public spanning Permitting, Licensing, and Citizen Services. TRAKiT SYNC was deployed to City field staff. This system allows field workers including Code Enforcement officers and Building Inspectors to interact with TRAKiT in real time via air cards and also includes a local copy of the database which can be used in locations where air card signal strength is weak. The system automatically resynchronizes when signal strength is recovered. Development of the On-line Residential Permit Estimator: this is an internally developed interactive web based capability that went live in 2009 allowing residents and contractors to obtain accurate permit fees estimates for any type of residential construction project. Development of the On-line Commercial Permit Fee Estimator: this is an internally developed interactive web based capability that went live in 2009 allowing residents and contractors to obtain accurate permit fees estimates for any type of commercial construction project. Network & Telecom Infrastructure Installation of the IT infrastructure for the new Police Headquarters Building: This major construction project was completed in early September 2009. The building contains a new 1500 sq ft data center housed on the 3rd floor and a significant portion of the server infrastructure was relocated from the existing Emergency Operations Center (EOC) data center. The building includes an extensive and robust wired and wireless LAN infrastructure. Data Center environment: The completion of the new Police HQ data center provides us with 3 interlinked data centers. The City Hall data center supports all


non-Public Safety applications, the existing Emergency Operations Center (EOC) data center which is housed in a 150 mph wind force rated structure and the new Police data center – also in a 150 mph wind force rated building support public safety applications. These data centers are interlinked with City owned fiber which allows significant scope for development of failover capacity. Implementation of the 2nd Phase of the 4.9 GHz Public Safety Broadband Wireless Network: This segment covers 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 vehicle. This phase went live in September 2009. Matching grant funds were utilized for the portion covering the schools via the federal “Secure our Schools” program. Other Network Infrastructure extensions: The following were completed:

• Fiber connectivity to the Lee County Government Building in Cape Coral • Fiber from City Hall to EOC and new PD HQ • Wireless point-to-point to replace existing WAN links • Certification Training for admin staff

Geographic Information Systems (GIS) ESRI Software upgrade: ArcGIS was upgraded from version 9.2 to 9.3.

GIS Reports for Site Plan & PDP Review: A new capability was developed which streamlines the workflow for City employees involved in plan review and provides on-line reports available to both internal users and the public. Previously Site Plans and PDPs were tracked via a departmentally developed “Tracker” database which entailed additional work effort since the data was entered separately into both Community Development system and the Tracker. The Tracker database was eliminated with up-to-date on-line activity and status reports being developed directly from the Community Development database. Status on individual Projects is made available via the “GIS Online” feature by entering the Project number – a feature of significant value to Contractors, Engineers, and Developers who are able to view the status of their specific Site Plans via the web.

GIS Online – Assessment payoff report: Working with Customer Billing Services, the GIS group added a very useful feature to the GIS Online feature whereby the public can obtain information regarding any parcel in the City and view the aerial photograph. We have now added a “Loan Payoff” interactive report. This displays the current values of City assessment loans owed. The capability was demonstrated to around 250 people from the local real estate industry and was very well received. The ability to access this information on-line


significantly reduced the need for Customer Billing Services to prepare manual payoff calculations for the public. Proficiency in using this feature was added to the local realtor organization’s certification program.

Best Practice Frameworks - COBIT: ITS reviewed the existing ITS processes and documented procedures against the COBIT 4.1 IT Governance framework in FY 2009 to evaluate gaps in processes and documentation. A multi-year project was then launched to revise and extend our existing policies, procedures, and standards to bring them into conformance with the framework. This project will continue in FY 2010. In FY 2009 we addressed processes principally within the “Plan and Organize” and “Deliver and Support” domains. Upgraded documents have been placed into the IT Policies and Procedures section of the City’s SharePoint intranet. V.ii Key Projects planned for FY 2010: Business Applications Completion of the Financial ERP implementation: The second (final) phase will include Capital Asset management (Inventory), Fleet management, and Work Orders. The AMX Utiligy system will be implemented to replace the SunGard Public sector Naviline Utility Billing module. Implementation of the Avolve Software ProjectDox system: The City piloted electronic plan submission and review utilizing the Sire Technologies’ workflow engine. As part of researching best-of-breed Community Service applications for the ERP Replacement project , we determined that implementing Avolve ProjectDox would provide significant benefits over internal development of the Sire capability. ProjectDox is also integrated to the CRW TRAKiT system. We are confident that significant business process improvements can be made both internally and externally with implementation of this system. Implementation will take place during the first quarter of FY 2010 and the plan submission and review process will also be “kaizened” – see “Support for the City’s Lean Government Initiative” above – to ensure we get the maximum benefit from the implementation. Network & Telecom Infrastructure Concurrent with the development of the annual Information Technology Plan, the Network & Telecom division also prepares an update to the “Technology


Infrastructure Plan” – Document No. IT-PO3.2-Technology Infrastructure Plan. Following are some of the more significant projects from the FY 2010 TIP: Implementation of the 3rd Phase of the 4.9 GHz Public Safety Broadband Wireless Network: This phase is to provide coverage to the northern sections of the City. Public Works intend to construct a 140 ft monopole tower at the new North Water Plant in the February – March 2010 timeframe. The primary purpose of this tower will be to support engineering data communications with the other water facilities. We plan to deploy it also to support the Public Safety Wireless project for the north Cape. WAN Interconnectivity and improved Internet bandwidth: We are working with the Lee County Clerk of Courts IT organization to secure a high bandwidth Metro-Ethernet connection to their facility in Fort Myers. This will in turn provide options for securing a resilient high bandwidth internet connection. Desktop Virtualization: We will implement desktop virtualization during 1QFY 2010 using VMWare technology. This will initially assist with providing expanded capability for selected employees to work at home as part of the Continuity of Operations (COOP) plan for an influenza epidemic. Desktop virtualization will additionally allow us to extend the useful life of aging desktops by converting them into thin clients rather than having to replace them. Geographic Information Systems (GIS) EDO Support: A new layer will be built for Economic Development to display retail density and Vacant Commercial properties. Freeance upgrade: The latest version of Freeance web mapping software will be installed which will remove the need for deploying ArcIMS. ESRI Metadata Server: This feature will be installed to manage GIS metadata. Testing/Development Environment: a test and development environment will be built for both ArcGIS and ArcIMS.


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 have passed the EXIN International and itSMF supported Foundation Certificate in IT Service Management. The ITIL framework has been utilized to build Service Support procedures covering Change Management, Incident and Report Management. The Computer Associates (CA) Unicenter Service Desk software application was procured and implemented in 2008 to support the program.

We made a decision in FY 2009 to emphasize the COBIT framework to guide the review and development of all other IT processes.

Service Level Agreement (SLA) Development: In conjunction with the development of the ITIL procedures, formal SLAs were developed, agreed to by the user base, and published on the SharePoint intranet. 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 (being replaced by IT-SLA-05/06) IT-SLA-05 Financial Applications (JD Edwards, Utiligy, Sympro Active Government) IT-SLA-06 Community Development Applications (CRW TRAKiT, Avolve ProjectDox) 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 4.1 provides 210 control objectives applied to 34 high level IT processes categorized in four domains: Plan and Organize, Acquire and Implement, Deliver and Support, and Monitor and Evaluate. COBIT recommendations cover issues related to ensuring the effectiveness and value of IT along with information security and process governance.

During FY 2009 ITS performed a self assessment against the 34 high level processes and subsequently began the process of upgrading/developing documented processes in the Plan and Organize and Deliver and Support domains. A total of twenty-two polices, procedures, and documents (including standards) were documented in the Plan and Organize domain and a further twenty-nine in the Deliver and Support domain. This project will continue


throughout FY 2010 where we will also address processes within the Acquire and Implement and Monitor and Evaluate domains.


VII Project Management

Project Management – Major Projects Formal Project Management techniques are employed for the implementation of major tasks including enterprise class application implementations and major infrastructure projects. The governing procedure is IT-PO10-01, Project Management - Major Projects. This procedure details the mechanics for adhering to the precepts included in the PMI publication “A Guide to the Project Management Body of Knowledge”, Third Edition also known as the PMBOK® Guide. Associated with this procedure are City forms and computerized toolsets to support the PMBOK methodology. In many cases an application vendor or implementation partner will 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. Recent examples utilized by the City include the Kronos “Momentum” methodology deployed in 2008 for the implementation of the Kronos Workforce Central HRIS/Payroll system and the AMX “Polaris” methodology for the implementation of the JD Edwards system in 2009. The City’s own methodology and toolsets were deployed for the implementation of the CRW TRAKiT 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

Use is made of collaboration web sites and computerized toolsets including Microsoft Project and comprehensive workbooks detailing PMBOK components. Project Management – Routine and Small Scale 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 lightweight Project Management approach. The governing procedure is IT-PO10-02 – Project Management- Routine and Small Scale Projects. The main 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 Enterprise Architecture & Standards

The City’s approach to IT Enterprise Architecture is detailed within policy IT-PO3.1-01 which is available on the ITS Strategic Planning area on the City website: http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/language/en-US/Default.aspx

The overall architecture structure is shown in the following table:

City of Cape Coral IT Enterprise Architecture

Infrastructure Application Network Software Platform Data/Information

Security

Plans for Infrastructure development are detailed in the annually updated “Technology Infrastructure Plan” – document IT-PO3.4.

VIII.i Network Architecture

The City of Cape Coral IT environment resides on a Metropolitan Area Network (MAN) using optical fiber, leased lines and wireless infrastructure. The Public Safety (Fire and Police) network interlinks to the City network via optical fiber and is managed by routers and switches. The “remote” facilities with LANs consist of Public Works water plant/maintenance complexes; Parks and Recreation complexes; Fire Stations; and the Customer Billing Services facility. Broadband cellular wireless using VPN is used to provide field workers access to the central applications.

The Public Safety Network covers the Emergency Operations Center (EOC) and new Police Headquarters building and an increasing number of Fire Stations – currently ten. 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 and high speed DSL for backup – see below. A private broadband wireless cellular network provided by Verizon/Embarq 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 hosted in the separate EOC and Police data centers.


http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/language/en-US/Default.aspx

http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/language/en-US/Default.aspx

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

The City deploys 802.11 wireless network segments based on standardized 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, an NEC PBX services the City Hall complex but Cisco VoIP technology is being deployed in the larger “remote” sites including the new Police HQ and the EOC and interlinks with the PBX via the data lines.

• Data Communications: The City’s data communication utilizes the TCP/IP protocol and is built on a 10Gb backbone connecting the three main data centers. LAN segments are connected using a combination of City owned 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.

Phase 2 completed in September 2009 provides coverage to the central and SW sectors of the City. Within both zones 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.

Phase 3 is planned for completion in FY 2010 to provide coverage for the northern sector of the City.

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.

• Voice Communications: City Hall voice communications backbone is the NEC PBX. A similar NEC PBX servicing Public Safety was replaced by Cisco VoIP in FY 2009. All the other complexes and facilities of any size (i.e. Parks & Recreation and Public Works) have also been upgraded to VoIP. NEC Key systems are in use at 3 small locations and the Fire Stations have Embarq B1 service. Although our current standard is the


Cisco based VoIP, there are no plans to convert City Hall or any of the other non-VOIP sites at present.

• 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.

Internet and Intranet Network 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 Dot-Net-Nuke (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.

VIII.ii Platform Architecture

• Application and Database Servers: The City’s Financial and Community Services enterprise application transitioned to the Microsoft platform from the IBM i-Series platform in FY 2009. Other than the Kronos Time & Attendance system all our other applications are now 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.

• Desktop virtualization: Desktop virtualization will be deployed in FY 2010 in a phased rollout, providing flexibility for remote computing and to extend existing desktop life. This is being targeted to specific groups and usage to maximize a Return-On-Investment (ROI) while increasing productivity.

VIII.iii Software Architecture

Software architecture facilitates the selection and acquisition of commercial software and the design and development of niche applications to automate and maintain City processes and provide a foundation for interoperability, integration, collaboration, and communication. It also supports the economical and efficient provision of City information and services to residents. 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.”

Business Application Software: Section IV.i above “Application Deployment across City Departments ” describes the business application software currently in use across the City. These deployments are currently spread across both Microsoft and i-Series platforms. As covered in section VII.iii above, the City will be fully migrating over time to the Microsoft environment.

Personal Productivity Software: The Microsoft Office Suite of products is deployed as the baseline for personal productivity. Microsoft Project is the


standard for Project/Gantt charts and Microsoft VISIO is the standard for flow charting.

Microsoft SharePoint 2003 is used for collaboration and we plan to upgrade to SharePoint 2007 in FY 2010. The Enterprise version of Crystal Reports is the primary report writing package.

Programming Software: Microsoft Visual Studio is the City’s standard for the development environment.

Middleware: with the deployment of the JD Edwards package in FY 2009, the IBM WebSphere middleware has become a standard.

Database Software: The standard is now Microsoft SQL with i-Series legacy applications on DB2.

Messaging Software: The City’s messaging infrastructure utilizes Microsoft Exchange server and Outlook clients. Outlook Web Access is provided for secure access to City employees to 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 as an option will be deployed in FY 2010. This is to provide additional security for the transmission of any HIPAA related traffic. The vast majority of electronic messaging for Florida government agencies are subject to public record requests and encryption is not required.

Web Development Architecture:

• 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: The DotNetNuke framework was upgraded from rev 4.08 to rev 4.09 in FY 2009 and we will further upgrade to rev 5.x in FY 2010. 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.


VIII.iv Data/Information Architecture

Data/Information Architecture focuses on the process of modeling the information that is needed to support the business processes and functions of the City. Data/Information Architecture outcomes are expressed in the form of data models, information flows, and analysis of inputs/outputs for city processes. This provides a framework for business process re-engineering and the optimization of City processes.

Given the City’s application environment where commercial, off-the-shelf software provides the backbone applications that support City processes, the data architecture embedded within these systems must of necessity provide the basis of the City’s overall Data and Information Architecture. From 2007 through 2009 the City replaced its legacy ERP system with best-of-breed solutions spanning Financial, Community Services, and Human Resource Management activities. These systems combine features of best business practice along with the flexibility for defining almost unlimited user defined fields. As a key component of the implementation of the Financial and Community Services ERPs, business processes were carefully reviewed and the systems configured to meet the optimized processes. Extensive use was made of user defined fields within the Community Services application to accommodate specialized needs and additionally some vendor built customizations were required. In the context of the City, data and information flow modeling comes into play as a component of IT support for the City’s Lean Government program where as part of the “kaizen” process it is required to generate Process Value Stream maps. Where information technology is either embedded in the process or its introduction can add value and/or eliminate waste, data modeling will typically be required.

The key applications defining the data/information architecture are:

Financial ERP: JD Edwards EnterpriseOne

Community Services: CRW TRAKiT

Geographic Information System (GIS): ESRI ArcGIS

HRIS/Payroll Kronos Workforce Central

These are augmented by a common mechanism for accepting payments provided by the ActiveGovernment cashiering and payment management system.

Additional support for the City’s Lean Government initiative will be provided by deploying specialized workflows via the Sire Technologies’ Electronic Workflow Engine.


VIII.v Security Architecture

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-DS5.2-01 Information Technology Security Plan IT-DS5.2-02 Information Security Policy IT-DS5.2-02-01 Metrics for Security Management IT-DS5.2-03 Security Roles and Responsibilities IT-DS5.3-01 Request for Network and Application Access for New Users IT-DS5.3-02 Password Management Policy (defining the use of strong passwords) IT-DS5.3-03 Notification of Terminated and Transferred Employees IT-DS5.3-04 Periodic Review of User Access Rights IT-DS5.3-05 Information Security for externally hosted and managed applications IT-DS5.3-06 Authentication and Directory Services IT-DS5.5-02 Vulnerability Assessment and Penetration IT-DS5.6-01 Security Incident Response

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 defined 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.vi City of Cape Coral Information Technology Standards

The City’s Information Standards are available at the following address:

http://www.capecoral.net/Government/ITS/Standards/tabid/1294/language/en-US/Default.aspx




IX IT related awards & recognition

The City was awarded 8th place in the 2008 Center for Digital Government’s Digital Cities Survey for cities in the 125,000 – 250,000 population category. The City received the “Transformation Award” from the SW Florida Regional Technology Partnership in May 2009.


Documents

City of Cape Coral Strategic Plan€¦ · Oracle/JD Edwards EnterpriseOne Financial ERP: • General Ledger • Receivables, Payables • Procurement • Project Costing • Capital