SFMTA Information Technology: Current State and Future State

Technology Planning September 24, 2007

09 | 24 | 2007 | SAN FRANCISCO, CALIFORNIA

2

Briefing Objectives

Overview of Information TechnologyCurrent State OpportunitiesCritical Success FactorsAnswer Questions

Ensure common understanding of Current IT State and Future Strategic IT Directions

3

Technology Planning: Internal and External Customers

SFMTA Divisions (+5000 employees, +2000 end users)– MTA Board– Muni Service Delivery and Operations– Transportation Planning & Development– Security and Enforcement– Parking and Traffic– Finance and Revenue– Human Resources– External Affairs

External IT Relationships– Vendors & Application Service Providers – Metropolitan Transportation Commission; Transportation Authority;

Regional Transit Agencies– Other CCSF Departments

• City Attorney’s office, PPSD, 311 Integrated City Services, SFPD, ECD-911

• DTIS (city IT department): telecom, networks (fiber, wide-area, telecommunications); email, web, etc.

– Civil Service Commission; Unions, etc

4

Technology Planning Roles and Responsibilities: Plan, Design, Build, Operate, Maintain and Support

Agency Service Reporting– Service Standards– SFSTAT– KPI’s

Project/Program Management– Lead projects/programs– PMO

Business Process and System Design– Business Process Analysis and Engineering – Business Requirements Development and Analysis– Data Analysis

Application Development and Support– Business Application Maintenance and Support – GIS – Data Management– Reporting– Programming and bug fixes– Vendor Mgmt

IT Infrastructure Engineering– Design and Build IT Infrastructure (networks, servers,

databases, storage, operating systems, internet access, video, etc.)

– Availability, Capacity and Performance Planning

IT Architecture/System Integration– System Architecture/Integration– Strategic Planning and Development– Set Standards– Policy Development

IT End User Support– Office Moves (adds, moves, changes)– Help Desk/Trouble Shooting/Incident Mangement– IT Field Support for 38 locations – End User Tools (MS Office, email, etc.)– Printing / CopySMART– User Access / Remote Access– PC’s, cell phones, etc.

Data Center Operations– IT Operations, Maintenance and Monitoring– Storage Management; Backups and Restores; Archiving– Server Management– Disaster Recovery Planning

IT Security – Policy– Risk Management– Intrusion Detection and Monitoring; AntiVirus, etc. – End User and Network/Internet security

IT Service Planning– IT Service Planning and Metrics– ITIL / IT Process Improvements– Procurement– PO processing and management– RFP development and support– Vendor and Contract Management

5

What is the primary purpose of IT?

Leverage Information Technology in order to:– Improve business operations and business

performance– Save money, add to the bottom line, – Improve customer service – Drive Innovation

6

Strategic Business Goals and Linkage to IT

Where They Want to Go, When They Want to be There

Improved Customer Experience, Community Value, Image, & Leadership

Financial Stability and Effectiveness

Flexible, Supportable Work Environment & Future Workforce

Safe, Accessible, Reliable, Clean, and Environmentally Sustainable

Stra

tegi

c G

oals Timely, Accurate,

and Seamless Information for Decision Making

Efficient and Effective Use of Information Technology

Provide Secure, Flexible and Mobile Access

Deliver Key Transportation Technologies / Systems

Strategies

Must Leverage Technology to Improve Service and Efficiency –

CIO Goals

Information Technology: Current State

8

Transit Today: Delivering Complex Services

Back-Office Communication and Mobile

Traveller Information

In-Vehicle Technologies

On-Street Systems

Bringing “IT” all together

9

Point Technology Solutions PrevalentBack-Office

• Scheduling• Demand Response Scheduling• Mapping• Dispatching• Operations Management• Finance• Human Resources• External Affairs

In-Vehicle Technologies

• Fare Box / TransLink• NextMuni• Automatic Passenger Counting• Fleet Watch• DVR• ATCS• Radio• Video

Traveller Information

• Trip Planning: 311 & 511• NextMuni Signs• www.SFMTA.com

Communication and Mobile

• Publish Schedules• WiFi• IVR• Video• Radio• NextMuni• GPS

10

Current and Future SFMTA Application Integration

11

OPERATIONSMANAGEMENT

DEMANDRESPONSESCHEDULING PLANNING

CUSTOMERINFORMATION

AVL - APC OTHERFINANCE REVENUE MAINTENANCE

Transit Data

Transit Data

Make the DATA Work

• Performance Reporting• Tweak Delivery• Look at Trends

• Provide Dashboardetc.

Information Technology: Opportunities

13

Environmental Assessment

Area Current State Assessment Opportunities

Infrastructure

Network unable to support bandwidth requirements of future initiatives; fiber infrastructure and expansion IT security improvements needed - start with a risk assessment

Business Enablement Solutions

Applications functionally specific; some obsolete systems Almost every SFMTA initiative has IT componentsHeterogeneous application environment limits ability to add further capabilities and gain insight from informationFocus on business process and total system is missing

Service Delivery &

Organization

Limited resources and expertise to implement integrated systems and to support existing systemsDifficulty in “operationalizing” existing systemsIT must be systematically implemented (data, process, people)Turn data to information

Governance

Projects have limited linkage to business benefitsLimited guidance on project relevance to business impact valueSignificant opportunity to establish prioritization for more effective use of IT resourcesLeverage Governance to set priorities and drive return on investment

14

SFMTA IT Service Delivery at Level 1

Reactive

Service

Proactive

ValueIT as strategic business partnerIT and business metric linkageIT/business collaboration improves business process Real-time infrastructureBusiness planningInnovation

Level 1Level 2

Level 3

Chaotic

Level 0

Tool Leverage

Manage IT as a Business

Service Delivery Process Engineering

Operational Process Engineering

Service and Account Management

Level 4

Need to be Here

Source: Gartner 2007

15

Future IT Organization Model Two to Three-Year Journey

Business ApplicationsIntelligent Transportation TechnologiesBusiness Process Re-engineering

Enhancements and UpgradesCapacity Planning and EngineeringNew Technologies

Desktop/Telecomm adds, moves, changesDesktop ManagementHelp Desk /End User SupportIT Operations, Maintenance, Support (Data Center, Network, etc.)

IT Utility/Infrastructure

IT Modernization

IT-Enabled Business

Transformation

Today’s Budget/Staffing

Model

IT-Enabled Business

Transformation

IT Modernization

IT Utility/ Infrastructure

Tomorrow'sStaffing Model

16

Critical Success Factors

Contract, Recruit and Grow IT Organization of the Future IT Governance Funding SupportProject ManagementContinue “Performing While Transforming”

Questions

18

IT Landscape and Growth over Last 3 Years

Measure FY05 FY06 FY07FY08 (est)

FY07 vs

FY08

Applications Supported 10 16 20 +32 38%

Projects Supported 2 4 8 +35 77%

Dept Supported 7 7 7 7 0%

# of Workstations* 600 900 1250 1500 17%

# of Locations 19 23 32 46 22%

# of Remote Access 5 25 150 277 46%Terabytes of Storage 0.16 2.4 8.3 14 41%

* +2,000 End Users

19

FY08 – Started Initiatives:1. Develop Quarterly SFMTA Service Standards Report (Lead)2. Improve Service Standards and Reporting (Lead)3. TransLink Revenue Ready / Soft and Hard Launch (Lead)4. Trapeze and 311 (for operator complaints) and Payroll Interface (Lead)5. SHOPs Upgrade (Lead) 6. New Facilities and Linear Management System (Lead)7. APC Expansion to 30% of fleet (Lead)8. Forward Facing Cameras (Lead)9. 311 Integration Abandon Vehicles/Signal and Sign Shop (Lead)10. CISCO Initiative for integrated Vehicle (Lead)11. Parking Garage System Assessment12. SFgo Expansion13. CalTrans-SFgo C2C14. Parking Guidance System15. Automatic Citations System RFP16. Capital Asset Management17. Radio Control System18. DPT IT Integration (Lead)19. Data Center Move to 1SVN (875 Stevenson, 25 Van Ness) (Lead)20. Server Upgrades (Lead) 21. Phase I - Network discovery and documentation (Lead) 22. New Oracle RAC database environment / data storage (Lead)23. Improve Network Security and Management (Lead)

20

1. Data Integration and Reporting Datamart Prototype (AVL, APC, Schedule, GIS)

2. Incident Management System3. Information Capture System for Street Supervisors4. Enhance current HRDB system/reporting to support managers position

control, recruiting, etc.5. DHR’s new HR System (People Soft and Time and Labor Tracking 6. Phase II - Network bandwidth and service expansion: Fiber expansion for

video, etc. (Lead) Reporting)7. Portal Project to improve SFMTA intranet 8. SFgo TMC move to 1SVN9. New Central Control10. Fare Revenue Integration and Reporting System [New Fare Gate and Fare

Box application] (replace the current Dbase system/Translink compatible)11. IT Risk Assessment and Security Improvements12. Disaster Recovery Planning13. Kick off Program Management Office 14. 7X24x365 support for mission critical applications, such as Trapeze,

RUCUS

FY08 – Not Started:

21

IT Demand: Current and Future IT Requirements: Muni Service Delivery and Operations Division

Provide System/Application/Project Support and Maintenance1. Trapeze2. SHOPS / Ad Hoc Reporting3. Track and Signal Access Application (obsolete)4. TransitSafe: Support5. CalTrain Data Collection Application6. APC - Automatic Passenger Counters7. RUCUS - auto dispatch (obsolete)

Unsupported by Technology Planning1. MP2 (Facility management and Linear Asset Management System)2. Yard Maps3. Central Control Logs (obsolete)4. Schedule viewer5. ATCS System & Control Room6. Radio Control System7. File Maker Software (for Training)

FY08 – Carry-Over Projects1. Radio Control System2. New Central Control3. Trapeze Implementation4. TransitLine Coordinator / Mobilization (mobile devices) 5. Improved Paging System

Future Projects/Requests 1. SHOPS Upgrade2. Trapeze 311/ COM Integration3. System for Street Supervisors Hand Held Information Capture4. Linear Asset Management5. A real-time incident management / incident tracking / automated notification system6. Yard Map Expansion7. Learning management system / content management system 8. Computer Based Training (CBT) for operators (personnel performance management, testing and certification)

22

IT Demand: Current and Future IT Requirements: Transportation Planning and Development Division

Provide System/Application/Project Support and Maintenance1. NextMuni Project: on going project support 2. GIS data and mapping applications3. TEP Ad-Hoc reports4. 511 Interfaces/real-time data exchange5. Desktop support for AutoCAD other misc. desktop applications6. Home grown PMIS (Project Management Information System - Obsolete)

Unsupported by Technology Planning1. Other Specialized Engineering Desktop Tools

FY08 – Carry Over Projects1 . NextMuni expansion and support: expansion to shelters; productionalization; flat screen deployment; vendor management2 . Capital Asset LifeCycle Management System3 . Radio Communication System Replacement (needs assessment/design support)4 . Islais Creek (needs assessment/design support) FY’095 . Metro East (networking, desktop, etc. support) FY’09

Future Project/Request1 . Central Control and Communication2 . TEP outcomes for business analysis and business system data integration3 . Automatic Train Control upgrades (design and implementation review/support)4 . Replacement of the home-grown Project Mgmt Information System application 5 . Central Subway System (needs assessment/design support)6 . Elevator / Escalator Monitoring (network design/support)7 . CCTV Design and Implementation

23

IT Demand: Current and Future IT Requirements: Parking and Traffic DivisionProvide System/Application/Project Support and Maintenance

1. None

Unsupported by Technology Planning1. DPW AS400 Client Access Program2. AutoReturn (eTow)3. Serco Meter Collection4. Paint Shop CORLOG5. SFgo – MIST6. Traffic Sign Tracking System7. Signal Shop DB8. Traffic Engineering: AutoCad, SimTraffic, SWITRS, etc.9. Signal Preemption10. Time Clock11. DPT Sign Shop inventory management (Paint Shop, Meter Shop)12. CrossRoads Incident Management

FY08 - Carry Over Projects 1. New Parking Guidance System2. CalTrans-SFgo C2C3. SFgo Expansion4. SFgo TMC move to 1SVN5. Fiber Infrastructure Build Out6. 311 Integration Abandoned Vehicle & Sign Shop

Future Projects/Requests 1. IT support for Corlog2. IT support for Sign Inventory Application 3. Transit Signal Priority Pilot with APC4. Expand Incident Management system to rest of MTA

24

IT Demand: Current and Future IT Requirements: Security & Enforcement Division

Supported Systems1. Misc Emergency Operations Needs: command bus; situation room; GIS support

Unsupported by Technology Planning 1. Enforcement: CABL for stolen vehicles2. CLETS (SFPD)3. ECD-911 Dispatch (emergency communication dispatch)

FY08 – Carry Over Projects1. IT Infrastructure – Bandwidth Increases

1. Metro Station Infrastructure/security (video)2. T-Line Video Improvements3. On-board camera project (installed on hybrids)

Future Projects/Request1. Separate security network connecting 875, Video Shop, MME, OSVN, Geneva, Central

Control2. Expand video network/devices

25

IT Demand: Current and Future IT Requirements: Finance Division

Provide System/Application/Project Support and Maintenance1. Financial Reporting of ADPICS/FAMIS 2. EIS/B2A (Budget to Actual) reporting 3. Revenue web reports 4. Cross application reports (TESS/PIF etc)

Unsupported by Technology Planning1. Home-grown Dbase Revenue system (obsolete)2. FAMIS/ADPICS/BPREP/FAACS (City)3. 1SVN Revenue Center – Cameras4. Automatic Citations System 5. Pay by Telephone, Pay by Web6. Auto Return camera (towing)7. Parking meter database; Parking meter ticket processing8. Paper Vision Imaging Archive Application

FY08 Carry Over Projects1 . Automated Citations System RFP 2 . Parking Garage System Assessment (short term: daily posting; long term: parking system)

Future Projects/Requests1 . Fare Revenue Integration and Reporting System [New Fare Gate and Fare Box application] (replace the current

Dbase system/Translink compatible)2 . Contract management system (tracking, PO’s, expirations, etc.) 3 . Video access and expansion (add Enforcement)4. Controller’s new BPMS (interfaces?)5 . Upgrade Paper Vision Image Archive Application (FY’09)6 . Grant Management System (FY’09)

26

IT Demand: Current and Future IT Requirements: Human Resources

Provide System/Application/Project Support and Maintenance1. Current home group HR Data Base2. PAR Payroll Application development and support3. TESS/DETS Time Recording extracts

Unsupported by Technology Planning1. BMIS Payroll for Operators (PUC) (obsolete – will be replaced by Trapeze)2. ALVA (Historical payroll data) (City)3. DETS Time Recording (City)4. TESS Time Recording (City)

FY08 Carry Over Projects1. Trapeze/GEAC interface to Payroll

Future Projects/Request1. Enhance current HRDB system/reporting to support managers position control, recruiting, etc.2. DHR’s new HR System (People Soft and Time and Labor Tracking & Reporting) and Trapeze

Interface to new HRIS3. SFMTA HR Intranet upgrade for information, contracts, forms, etc. 4. In-house Risk Management System/Workers Comp System

27

IT Demand: Current and Future IT Requirements: External Affairs

Provide System/Application/Project Support and Maintenance1. Ad hoc reporting2. Meeting Debrief Program for ED and MTA Board3. SFMTA Intranet

Unsupported by Technology Planning1. SFMTA.com2. ACS Application and Devices: Qmatic, Citation Server, TIMMS, eTIMS

FY08 – Carry Over Projects1. ACS’s network integration for new contract (?)

Future Project/Request1. Internal and External Web improvements: on-line chat; portal improvements; etc.2. E-Alert Messaging System3. Status Report Formatting/Collection Tool

28

IT Demand: Current and Future IT Requirements: Technology Planning

Supported Systems (Enterprise)1. Geographical Information System; 2. End User Reporting: Crystal Reporting and Ad hoc Reporting3. Service Standards, SFSTAT, etc4. IT infrastructure Services: LAN/WAN, email, servers, operating systems, databases,

internet access, etc. 5. Data Center Operations: Server Farm, storage-area-networks, data integration,

storage management, backup and recovery, network monitoring 6. Security Services: Perimeter (firewall), Anti-Virus7. Desktop Installations and Applications: Microsoft, etc.8. Office moves (adds, moves, and changes for desktop, phones, etc.) 9. IT Support for field locations 10. End User tools: Cell Phones; Handhelds, etc.11. End User Access Management 12. Printing and CopySMART13. SFMTA Intranet, Directory, Phonebook etc.14. Remote Access15. Various Small Databases and extracts 16. IT Purchasing