Information Services Overview2017 Internal Service Fund

Organization Overview

Operations Programs and Workload Overview

Lean Programs – Accomplishments

Kitsap1 Call Center, Service – Statistics

Department Revenue – Expense Summary

Operations Budget Detail◦ Pro-Active Reductions◦ Budget “Ask” versus Status Quo

2017 Technology Initiatives

I/S Reserve Fund Projections

Questions

Information Services2017 Budget

ACCIS Staffing Comparison

County PopulationTotal

Employees

I/T

Employ

Employee

Per Capita

I/T Pcnt

Total FTE

Kitsap 258,200 1,151 33.75 0.00446 2.93%

Thurston 267,410 938 30.00 0.00351 3.20%

Yakima 249,970 1,044 35.00 0.00418 3.35%

King 2,052,800 14,181 478.00 0.00691 3.37%

Skagit 120,620 612 26.00 0.00507 4.25%

Workload Overview2010 - 2017

Workload Year Percent

Category 2010 2012 2014 2015 2016 2017 Increase

Server Instances, O/S 167 218 197 248 188 196 17%

Applications 200 205 233 269 275 275+ 38%

Data Bases 160 185 255 275 300 300 88%

Technology Initiatives 6 15 15 15 18 18 300%

System Engineers:196 Servers / 2.5 FTE

HelpDesk:1,303 PC’s / 4 FTE

Industry = 50/1Kitsap = 78/1

Industry = 250/1Kitsap = 326/1

Business Process Improvement - BPITotal Cost Ownership/Operation - TCO

Assessor-Treasurer System:◦ $5 - $10 Million; years 2000 through 2015

Enterprise Document Imaging System Upgrade:◦ Initial Purchase Est. $750k, Beta approach $100k

Microsoft Enterprise Agreement – SharePoint◦ Enterprise Content Management savings $750k

Virtual Server: $250k Capital◦ $150k annual recurring cost reduction and/or avoidance

Lean Six-Sigma Program Impact - Savings:◦ Kaizens-Projects: Hard $310k; Soft $2.8-mil; Cost Avoid $630k

◦ Training: Cost Avoid $110k – Staffing to date: $370k

Lean – Project ManagementProgram Worksheet

Projects

Kaizens

JDI’s

Training

Quality

Indicators:

2017

Budget

2016

Budget

2015

Actual

2014

Actual

2013

Actual

2012

Actual

1. IT projects

utilizing PMO

standards

80% 80% N/A N/A N/A N/A

2. Hard Cost

Savings$50,000 $50,000 $55,158 $188,052 $6,556 N/A

3. Soft Cost Savings $500,000 $500,000 $1,138,878

Workload

Indicators:

2017

Budget

2016

Budget

2015

Actual

2014

Actual

2013

Actual

2012

Actual

1. IT Projects

Supported30 30 N/A N/A N/A N/A

2. PEAK

Kaizens/Projects/JDI15/10/50 15/10/50 7/7/46 9/7/20 9/7/19 N/A

3. PEAKTraining

YB/GB/Champion75/15/10 75/15/10 96/20/9 98/12/60 106/10/4

Kitsap1 – 311 Call CenterWorkload – Quality Overview

Strategies:

o Continuing LEAN review of all call flows annually

o Process review for efficiency

o Cognito forms to reduce process steps

o Convert 1 FTE to (2) 0.6 for improved scheduling

Year 2013 2014 2015 2016 Notes

CallVolume 67,710 80,057 107,720 115,000 70% Increase

CaseVolume 8,493 9,215 10,585 12,000 41% Increase

KENS Reach 8,828 10,152 15,882 14,750 37% Increase

Call Agents 4.0 4.0 4.0 4.0

Kitsap1 311 Call CenterIndustry Benchmarks

Industry average (various) is agents answer 90-100calls per day. K1 agents are answering 120+ per day

To handle 50 calls per hour (2 minute calls) 95% ofthe time within 30 seconds requires 5 call agents(PlanetCalc). K1 has 4.

Observation from Benchmark Portal regardingabandoned calls

◦ High abandon rate is symptomatic of call centers withoutan effective workforce scheduling and managementapproach to maintain appropriate staffing levels, and is acontributing factor to customer dissatisfaction.

I/S Program WorksheetRevenue – Expense - FTE

Revenues impacted by Reserve Cost Recovery to 100% $372,739Expense impacted byTechnology Initiatives $298,358

Pro-Active Expense Reductions

2016Budget

2017Budget

Pro-ActiveReductions

NotesCategory

Salary/Benefits 4,299,128 4,590,923

Supply 137,666 132,196 (5,470) PC, Software, Supplies

Services 2,045,054 2,052,058 (74,100) Voice-Data Maint.Professional Svcs

Capital 202,000 190,000 (12,000) Server Replacement

Inter-Fund 286,557 262,714 (23,843)

Totals $ 6,970,405 $ 7,227,892 $ (115,413)

Budget Summary and “Ask”

2016Budget

2017Budget

Pro-ActiveReductions

NotesCategory

Salary/Benefits 4,299,128 4,590,923

Supply 137,666 132,196 (5,470)PC, Soft, Supplies

Services 2,045,054 2,052,058 (74,100)Voice-Data MaintProfessional Svcs

Capital 202,000 190,000 (12,000)Server Replacement

Inter-Fund 286,557 262,714 (23,843)

Totals $ 6,970,405 $ 7,227,892 $ (115,413)

2016 2017 I/S I/S

Account Budget Status Quo Request Net Ask

Total Salary - Benefits 4,299,128 4,590,923 4,642,219 51,296

Total Supplies 137,666 132,196 132,196 0

Total Services 2,045,054 2,052,058 2,098,058 46,000

Total Capital 202,000 190,000 190,000 0

Total Inter-fund 286,557 262,714 262,714 0

PROPOSEDEXPENSES

6,970,405 7,227,892 7,325,188 97,296

Reserve Fund ProjectionsPriority 1

2017 Potential-PendingInitiatives

Amount Comments - Notes

Beginning Fund Balance 204,276From I/S Reserves 2016Projections

Project Recovery Revenue 745,477 100% Project Recovery

Ops Budget Savings, estimate 50,000 Estimated unspent carry-over

Projected Funds Available 999,753

Annual Microsoft CAL License 285,268PC O/S, Office Suite, Email,SharePoint

Superior Court - State UpgradeEstimate $20 - 25k range

25,000Funding if State Imaging usedneed to upgrade application - cyber

Kitsap1 2015 Savings, apply to 2017 13,358 Reduces Reserve Funds available

Priority 1 Sub-Total 323,626

Projected Fund Balance 676,127

Reserve Fund ProjectionsPriority 2

2017 Potential-PendingInitiatives

Amount Comments - Notes

Priority 2Projected Fund Balance

676,127

Place-holder, Office 365 continuedOneDrive, Exchange, SharePoint

All Dept.Staff Time

TCO,Total Cost Ownership/OpsReduction in Servers and Disk Space

GIS Base Map 175,000 Survey only: $75k-2017; $50k-2018

Financial, H/R, Budget, JDE Replace 100,000 Design-Develop Phase

Priority 2 Sub-Total 275,000

Priority 2 Projected FundBalance

401,127

Reserve Fund Projections2018

Potential-PendingInitiatives

Amount Pri Comments - Notes

2018 ProjectedBeginning Fund Balance

401,127

Strategic - Active Projects Consumes Office/Dept. & I/S staff

Annual Microsoft CALEnterprise License

285,268 1 PC O/S, Office Suite, Email, SharePoint

Replace-Update Firewalls,deferred from 2017

200,000 13-Yr. Maintenance savings pays forUpgrade

GIS Base Map 75,000 2FTE time to finish, meeting Assessorcycle, completes 3-year project

Financial, H/R, Budget, JDEReplace

250,000 2Consulting-migration support, Firstyear SaaS

2018 - Law & Justice Web RMS:possible $500-$750

250,000 2Vendor forcing SaaS upgrade, maypursue new provider or consortium

2018 Projected I/SReserve Funds

1,060,268Reminder: Assessor/Treasurer2017 $600k; 2018 $250k

Reserve Fund Chart

Questions

General Fund Charges Increased 2.34%◦ Increase = $105k

◦ Gen Fund Departments added User ID’s $110k

◦ General Fund use of Kitsap1 Call Reception $47k

◦ Loss of Health District Phone Revenue ($70k)

◦ Net Impact to General Fund $227k

2017 Budget PresentationsFacilities Maintenance Operations,BR&R, and I/S Strategic Initiatives

1. Facilities Maintenance Operations

o Mechanical

o Maintenance

o Janitorial and Grounds Contracts

2. BR&R: Building Repair & Replacement/Maintenance

3. Information Services – Strategic TechnologyInitiatives

Facilities MaintenanceCurrent Organization

Facilities Maintenance“Highlights”

• Leadership Transition– New Supervisor

• Established one working Team Leader• Added Maintenance Technician and Maintenance Assistant

• Lean – Efficiencies– Continuing with Weekly Planners & Friday Misc. Catch-up– New Work Order System & Preventative Maintenance

• Volume of equipment failures increasing– $ 70k Year to Date, multiple large items

• Volume of project requests increasing– 34 projects active and/or pending

• Plant Operations Guide suggests $4-million plus budget

Facilities MaintenanceProgram Worksheet

Revenue 2016 2017 Change

Taxes $0 $0 0%

License and Permits $0 $0 0%

Intergovernmental $0 $0 0%

Charges for Services $0 $0 0%

Fines and Forfeits $0 $0 0%

Misc/Other $194,753 $163,200 -16%

TOTAL REVENUE $194,753 $163,200 -16%

Expenses 2016 2017 Change

Salaries & Benefits $991,203 $1,108,019 12%

Supplies $46,500 $42,500 -9%

Services $735,540 $679,540 -8%

Interfund Payments $102,429 $111,100 8%

Other Uses $0 $0 0%

TOTAL EXPENSES $1,875,672 $1,941,159 3%

FTEs (Full Time Equivalents) 11.88 13.08 1.20

Facilities MaintenanceBudget Summary

Account2016

Budget2017

Status QuoFacilitiesRequest

FacilitiesNet Ask

Comments-Notes

Salary - Benefits 991,203 1,026,960 1,108,019 76,306Off Asst .25 increase 2016, $22,266

Decrease Bud ($8,190)Add 1.0 Mechanic $76,306

Supplies 46,500 42,500 42,500 (4,000) Downward trend of actual

Services 735,540 679,540 679,540 (56,000)

Interfund 102,429 111,100 104,959 - I/S User charges, to be corrected

ProposedExpense

1,875,672 1,860,100 1,935,018 8,116Add Mechanic = $76,306Reductions ($68,190)

Bud, Supply-Svcs

2017 Budget PresentationsBR&R Funding 2017 - 2022

Buildings Issues 2017 2018 2019 2020 2021 2022Grand Totals 745,000 340,000 250,000 180,000 115,000 95,000

Manufacture Accruals; Equip $190k; Roof $101k; Carpet $117k; Security $100k = $508k 508,000 508,000 508,000 508,000 508,000 508,000

Kitsap Accruals; Equip $127k; Roof $67k; Carpet $78k, Security $75k = $347k 347,000 347,000 347,000 347,000 347,000 347,000

Primary Buildings

Unfunded EquipmentFailures

History of various component failures, taken from FacilityOperations, includes Aging Courthouse HVAC units

75,000 75,000 75,000 75,000 75,000 75,000

Courthouse Basement AC1 is 20+ years old, not likely to last ten years 30,000

Juvenile HVACHVAC is 16+ yrs old, needs major component replacement.Mother Board showing issues, needs replaced, align with Campus

50,000 40,000

County Boilers Age of the existing units over the useful life, need replacement 10,000 10,000 10,000 10,000 10,000 10,000

Campus HVACAging units in both old & new building will need majorcomponent replacement on-going, 24/7 requires some pro-active replacements

10,000 10,000 10,000 10,000 10,000 10,000

Jail Elevators 1 very old, two newer, old unit "failing" 100,000 100,000

PSE LEDPSE has available grant monies up to 45% of materials, labor andinstallation, buget is net expense

25,000 25,000 25,000

County Wide DoorControl

Electronic Door Control System (orig $200k estimate) 20,000 15,000 15,000 20,000 20,000

Juvenile Door Control Door Control - Security System similar to Jail 400,000

Administration2018 Roof Garden improvement-repairs and Roof Repair2020 anticipate major HVAC component replacement

50,000 50,000

Campus Elevators 1 ancient (no parts available) 1 old, piston issues 100,000

County Fire PanelUpgrades

Existing wired fire panels are not being supported in future andvendors are going to wireless units.

15,000 15,000 15,000

Primary Building Category Totals 720,000 340,000 250,000 80,000 115,000 95,000

Secondary BuildingsLog Church

Demolish existing structure. Install 7-8 parking spaces. Safetyissues, parking for SAU Employees

25,000

2016 Budget PresentationsBR&R Overview

Funding History:o 2012 $36,617, first year of program

o 2013 $707,008, including Parks Juvenile Hydrostat – Drainage $340k

Parks Roofing - Storage $175k

o 2014 $80,585, excluding Parks Unspent Operations Budget for Unplanned Failures

o 2015 $70,000 new projects

o 2016 $723,885 new project – Jail Door/Security $150k from Juvy Hydrostat applied to request list

$75k from Supply/Services applied to Un-Planned Failures

o 2017 “Ask” $245k, plus unspent 2016 Supplies/Services

2017 Budget PresentationsI/S Strategic Initiatives

I/S Budget – Three Categories

1. Operations Budget $7,325,188o Internal Service Fund, Cost Recovery

2. Technology Initiatives $598,358o I/S Reserve Fund $50k - $750k range

3. Strategic Initiativeso Major Platforms – Applications $750k – plus

o Industry moving to Software as a Serviceo Avoid up-front capital, use “lease” approach

2017 Budget PresentationsI/S Strategic Initiatives

Fund Projection History: 2010 versus 2017

o Enterprise Imaging $750k, now $100k

o Assessor/Treasurer $1.5-mil., now $1.7 mil

o Financial Management – H/R – Budget 750k-plus range, now $350k estimate

o SaaS Cloud Subscription first year and consulting

o Law & Justice $750k range, now $250-$750

o Vendor forcing SaaS Cloud Subscription upgrade,may look to new vendor or consortium

2017 Budget PresentationsStrategic Technology Timeline

2017 Budget PresentationsI/S Reserves Funding