INFORMATION TECHNOLOGY

MISSION STATEMENT

The Department of Information Technology will be the premier provider of choice for technology leadership and service; known for professional and quality customer experience by anticipating, meeting and exceeding needs and expectations in a fulfilling, collaborative, partner-oriented work environment.

STRUCTURE AND SERVICES

The Department of Information Technology (DoIT) is comprised of two Divisions: the Software Systems and Strategic Support Division, the Systems and Network Support Division. All City-wide systems operate 24 hours a day, 7 days a week to provide continuous service to all operating departments.

The Software Systems and Strategic Support Division is responsible for the development, support, and maintenance of both City-wide as well as department-specific business software applications. In support of the provision of services to the community, the Division assists departments in identifying, implementing, and maintaining technological solutions to make their operations more efficient. This Division also oversees the City’s cable television (CATV) franchises and is responsible for coordinating agreements and franchise compliance in conjunction with the City Attorney’s office. The Word Processing Unit provides a variety of word processing and desktop publishing services for all City departments, including managing departmental printing agreements with the San Mateo Elementary School District and outside vendors. The HelpDesk Support unit provides assistance for City staff on the use of desktop applications. In addition, this unit keeps desktop software current, installs new PC hardware and software packages, and provides user training. The Geographic Information System (GIS) Unit provides City-wide support of mapping and analysis functions in support of departmental operations and cross-department sharing of basemap layers. Identification and research associated with new and emerging technological solutions that are determined to be of significant strategic value to the organization and community also fall under this division. The purpose of these strategic initiatives is to anticipate and refresh various aspects of the City’s IT infrastructure in anticipation of department and the community needs for enhanced services provided through the use of state-of-the-art technology solutions.

The Systems and Network Support Division maintains the City’s IT infrastructure, ensuring connectivity between and among twenty-seven City facilities utilizing the RCN Institutional Network (I-Net) and wireless communications. In support of the City’s various business systems, the Systems and Network Support Division also operates Local Area Networks/Wide Area Networks (LAN/WAN) to ensure access to the Internet and approximately twenty-five servers from approximately 725 workstations and 125 peripherals located throughout all departments. The Communications Unit is responsible for all City telecommunications systems, including the City’s radio communications systems used by Police, Fire and Public Works and the City-owned telephone comprised of four telephone switches, 850 handsets, and an integrated voice mail system.

City of San Mateo

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INFORMATION TECHNOLOGY Performance Measurements Listed under each program heading are a few of the measurements used to determine if a program is meeting its goals and to use as comparison to previous years performance and/or performance levels of other agencies. GOAL ACTUAL GOAL GOAL GOAL Software and Strategic Support FY06/07 FY06/07 FY07/08 FY08/09 FY09/10 1. Final documentation of large projects completed with in 90 days

90%

100%

90%

90%

90%

2. Percent of small projects completed by stated deadline

90%

93%

90%

90%

90%

3. Percent of milestones within large projects completed by stated deadline

90%

91%

90%

90%

90%

Systems and Network Support FY06/07 FY06/07 FY07/08

FY08/09 FY09/10

1. Percent of priority one telephone, voice mail, and radio repair calls corrected within 24 hours

90%

99.6%

90%

90%

90%

2. Percent of priority one desktop and network service/repair calls corrected within 4 hours

90%

95%

90%

90%

90%

3. Percent of total desktop and network service/repair calls corrected within one day

90%

*NA

90%

90%

90%

* Implemented new customer tracking system in ’07-’08, unable to extract data from legacy application.

Two Year Business Plan 2008 - 2010

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Department of Information Technology Performance Measurement Results

AssessmentIn FY 06/07 calls for mission critical applications suchas network, email, internet, phone, radio wereassigned a 4 hour response period. Help deskresponse declined just a few points due to a virusspread in August of 2007 which affected over 200computers and significant IT staff resources toresolve. Additional security systems have beeninstalled to reduce the risk of a new attack.

Next StepsA new call tracking system was implemented in Fall of2007 to better track the types of calls, the timelinessof responses, as well as make available statusinformation to customers over the intranet. Newmetrics will be established for 4hr, 24hrs, 3 days andproject service levels.

AssessmentResponse time remains high due to stock of radios andtelephones available to replace failed units.

Next Steps We will maintain our goal at 90% turnaround timewithin 4 hours during the next fiscal year. In 07/08, theavailability of the City's Telephone Services will betracked separately from the availability of the City'sRadio Communications System in the new call ticketsystem.

AssessmentCustomer satisfaction with general DoIT services wasrated as good to excellent (88%). Decline due to virusattack. Assessment completed of customer concernsand follow-up actions taken to resolve issues. Next StepsA new web-enabled request tracking system has beenimplemented in FY07/08. It will provide additional dataneeded to identify additional areas for enhancing bothperformance in quality and timeliness of DoIT services.

Customer Satisfaction Rating for Overall IT Service

0

20

40

60

80

100

FY02/03 FY03/04 FY04/05 FY05/06 FY06/07

Ove

rall

Rat

ing

for C

usto

mer

S

atis

fact

ion

Results

Help Desk Call Response

0

20

40

60

80

100

120

FY99/00

FY00/01

FY01/02

FY02/03

FY03/04

FY04/05

FY05/06

FY06/07C

alls

Res

olve

d W

ithin

4 H

ours

Goal Actual

Telephone & Radio Call Response

0102030405060708090

100

FY99/00

FY00/01

FY01/02

FY02/03

FY03/04

FY04/05

FY05/06

FY06/07

Prio

rity

1 C

alls

R

esol

ved

With

in 4

Hou

rs

Goal Actual

City of San Mateo

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Two Year Business Plan 2008 - 2010

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INFORMATION TECHNOLOGY

DEPARTMENT SUMMARY Actual Budget Estimate Adopted Projected FTE's2006-07 2007-08 2007-08 2008-09 2009-10

(As amended)

EXPENDITURES

By ProgramSOFTWARE/STRATEGIC SUPPORT 1,431,586 1,598,739 1,599,691 1,915,279 1,749,489 10.15SYSTEMS & NETWORK SUPPORT 1,561,993 1,535,000 1,507,021 1,503,345 1,552,668 7.68 Total $2,993,579 $3,133,739 $3,106,712 $3,418,624 $3,302,157 17.84

GIS Coordinator (funded by Construction Svcs) 0.3518.19

By CategorySalaries and Benefits 1,511,268 1,858,139 1,727,541 2,182,191 2,045,605Operating Expenses 903,257 731,936 836,667 670,608 690,726Capital Outlay 579,054 543,664 542,504 565,825 565,825 Total $2,993,579 $3,133,739 $3,106,712 $3,418,624 $3,302,157

REVENUE

General Fund 3,106,712 3,418,624 3,302,157 Total $3,106,712 $3,418,624 $3,302,157

Merit 16.50Part Time 1.00Over Time 0.34Sub-Total 17.84GIS Coord 0.35Total 18.19

City of San Mateo

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PROGRAM: SOFTWARE SYSTEMS AND STRATEGIC SUPPORT

Program Manager: Freddie Limjoco, 650-522-7064 and Steve Yoshifuji, 650-522-7053

This program is responsible for the daily operations, maintenance, and integration of the City’s automated business systems, both for City-wide and department-specific business processes. The program has a wide array of responsibilities from coordination of local cable television franchises, to word processing and printing functions to the HelpDesk Support unit which provides assistance for City staff on the use of desktop applications. Strategic planning of technology initiatives is also part of this program for insuring that projects are deployed on time and within budget; protecting the City’s IT assets via disaster preparedness and response for Mission Critical systems; development/updating IT policies and procedures; and identifying and advancing key strategic initiatives based on industry trends, emerging technologies, and business system needs.

Ongoing Responsibilities: • Maintain/perform periodic upgrades for thirteen existing major, City-wide systems (six of which are deemed

“Mission Critical”) and approximately twelve department-specific business systems; • Troubleshoot and resolve problems in the business systems as they arise; • Maintain all interfaces between systems to insure proper and efficient data transfer; • Analyze/implement requested changes to align system processing with business needs; • Represent the City/community interest in CATV franchises; mediate CATV service customer complaints; • Provide City departments with word processing and printing functions; • Provide support of City-wide and department Geographic Information System initiatives; • Evaluate vendor provided application solutions and Prototype technology solutions; • Implement and maintain project management / work order system; • Complete emergency planning and testing of systems; • Identify opportunities to leverage IT resources by participating in regional efforts; • Advance planning of IT strategic initiatives.

Objectives 2008-2010 Software Systems

• Complete assessment of future enhancements to Development Review & Pt Tracking stem. Continue implementation of the enterprise Geographic Information System (GIS) as advised by the members of the GIS Steering Committee

• Provide technical resource to create enhanced public-facing GIS based web-services (CityView web) for neighborhood services

• Provide technical support for Public Works Document Scanning Project • Implement a new Computerized Maintenance Management System for Parks and Recreation • Implement extranet on-line transactional processing system for various business systems such as recreation

registration, finance and development permits • Provide technical resources to test and implement system changes associated with CalPERS’ Pension System

Resumption Project • Continue to provide technical resources to expand use of Sharepoint for workflow processes for personnel

requisitions and PAF’s • Complete MSSQL server database consolidation project • Evaluate options for FLMA time reporting adjustments • Identify cross-platform reporting tool use by City staff

Strategic Initiatives: • Continue effort in migrating AS400 applications to MS SQL • Continue study the feasibility of migrating email services from Lotus Notes to Microsoft Exchange (pending

assessment of project scope and funding availabity) • Migrate shared files to Sharepoint )pending funding availabity) • Evaluate impacts of moving from XP to Vista operating system as a City standard • Evaluate alternatives for off-site, automated fail-over for City systems • Continue to provide advice on EOC technology solutions

Two Year Business Plan 2008 - 2010

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SOFTWARE AND STRATEGIC SUPPORT

PROGRAM SUMMARY Actual Budget Estimate Adopted Projected FTE's2006-07 2007-08 2007-08 2008-09 2009-10

(As amended)

EXPENDITURES

By Sub ProgramOPERATION 403,611 258,640 370,036 312,527 316,382 0.00PROGRAM MAINTENANCE 72,366 119,100 98,491 122,438 128,519 0.82PROGRAM DEVELOPMENT 83,070 174,555 157,346 408,649 182,983 3.07PACKAGE SOFTWARE SUPPORT 198,780 510,718 394,270 498,094 521,456 2.63ADMINISTRATION & TRAINING 590,440 298,695 457,304 322,797 336,947 2.19STRATEGIC SUPPORT 83,318 237,031 122,244 250,774 263,202 1.44 Total $1,431,586 $1,598,739 $1,599,691 $1,915,279 $1,749,489 10.15

GIS Coordinator (funded by Const Svcs) 0.3510.50

By CategorySalaries and Benefits 780,564 1,133,073 1,002,629 1,409,677 1,234,466Operating Expenses 527,288 341,933 473,328 314,031 323,451Capital Outlay 123,734 123,734 123,734 191,571 191,571 Total $1,431,586 $1,598,739 $1,599,691 $1,915,279 $1,749,489

REVENUE

General Fund 1,599,691 1,915,279 1,749,489 Total $1,599,691 $1,915,279 $1,749,489

Merit 9.50Part Time 0.50Over Time 0.15Sub-Total 10.15GIS Coord 0.35Total 10.50

City of San Mateo

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PROGRAM: SYSTEMS AND NETWORK SUPPORT

Program Manager: Steve Engle, 650-522-7062 This program is responsible for the purchase, operation, and maintenance of all City server-based systems (email, data storage, etc.) radio, telephone, voice mail, wireless, Local Area Network/Wide Area Network (LAN/WAN), and Internet bandwidth management functions for the City. Ongoing Responsibilities

• Manage and troubleshoot City’s LAN/WAN; design and implement network modifications and enhancements;

• Perform backups of the central host computers and servers; • Troubleshoot and correct all software and hardware related network problems; • Maintain the City’s radio communications infrastructure, including purchase and maintenance

of all City radios and related equipment; • Coordinate the purchase, maintenance and modification of all City telephones, voice mail, and

related equipment; • Manage City’s wireless network; • Provide and manage the City’s Internet and intranet access.

Objectives 2008-2010

• Coordinate efforts with Civic Facilities Group to provide network and phone access in the new Police facility and upgraded Fire Stations

• Evaluate migrating from an agent-based automated backup strategy to an image based system to leverage virtualized server environment

• Implement upgrades to the City Council Chamber and Conference C presentation and cable broadcast equipment in support of effective Council policy decision-making and community interaction.

• Continue to participate in regional inter-operability and wireless efforts (e.g., Joint Venture Silicon Valley Wireless, County-wide Regional Wireless project, SAMCAT, etc.)

• Complete Standard Operating Procedures for Mission-critical business systems • Coordinate efforts with 7 local cities and the County of San Mateo to deploy additional

functions on the RCN Multi-Jurisdictional Fiber Network. • Upgrade network hardware and systems to support future technologies like Voice Over IP

(VOIP) • Implement Network Access Control (NAC) to limit access to City information systems

without impacting citizens’ physical access to facilities • Provide technical support for implementation of new computer aided dispatch and records

management system in the Police Department • Provide technical resources for the implementation of a Facilities Access System. • Replace BAYSIDE (internet web server)

Two Year Business Plan 2008 - 2010

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SYSTEMS AND NETWORK SUPPORT

PROGRAM SUMMARY Actual Budget Estimate Adopted Projected FTE's2006-07 2007-08 2007-08 2008-09 2009-10

(As amended)

EXPENDITURES

By Sub ProgramNETWORK SUPPORT LAN/WAN 276,315 333,905 190,500 358,897 377,088 1.78PC HELP DESK/TRAINING 282,011 300,032 279,089 304,159 317,752 3.80RADIO 109,102 126,765 109,200 130,308 134,722 0.22GENERAL ADMINISTRATION 754,618 589,117 778,826 520,618 525,321 0.61TELEPHONE 95,737 133,176 99,428 136,262 142,112 0.75PRINT OPER/WP 44,211 52,005 49,977 53,101 55,673 0.52 Total $1,561,993 $1,535,000 $1,507,021 $1,503,345 $1,552,668 7.68

By CategorySalaries and Benefits 730,704 725,066 724,912 772,514 811,139Operating Expenses 375,969 390,003 363,339 356,577 367,275Capital Outlay 455,320 419,930 418,770 374,254 374,254 Total $1,561,993 $1,535,000 $1,507,021 $1,503,345 $1,552,668

REVENUE

General Fund 1,507,021 1,503,345 1,552,668 Total $1,507,021 $1,503,345 $1,552,668

Merit 7.00Part Time 0.50Over Time 0.18Total 7.68

City of San Mateo

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Two Year Business Plan 2008 - 2010

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