FY2016-17 Budget Final

ACTIVITY SUMMARY

DEPARTMENT

ACCOUNT

PROGRAM/ACTIVITY IT ADMINISTRATION

INFORMATION TECHNOLOGY

101-011-014

MISSION/PROGRAM DESCRIPTION The responsibility of the Information Technology activity is to provide dependable, high quality computer services to City departments. This is accomplished by maintaining a stable network environment, delivering quality equipment at the best cost, and providing efficient in-house user support for both software and hardware. Information Technology also assists other departments in systems selection, implementation, and operation, and remains informed on computer related topics in order to apply that knowledge to work flow analyses and create more efficient processes within the organization.

GOALS AND OBJECTIVES

*To manage various interconnected local-area networks that form the City’s wide-area network.

*Act in an advisory and project management capacity for all departmental technology purchases used to streamline work flow and improve productivity. *Administer a revolving technology replacement program that ensures scheduled replacement of hardware such as desktop computers and servers before they become obsolete.

* Provide first-, second-, and third-level technical support for all software and hardware issues.

*Oversee training program for City employees for a range of applications. *Analyze emerging technology and determine how and when its application becomes relevant and cost effective to City business. *Create and maintain the City’s web presence. * Install, maintain and repair IT equipment, such as workstations, printers, servers and network / telecommunications hardware.

PERFORMANCE MEASURES/SERVICE LEVELS

FY 2014 Actuals

FY 2015 Actuals

FY 2016 Target

FY 2017 Target

Quantifiable Factor(s)

Activity Demand/Workload Number of work orders opened

2212

2600

2800

3200

Number of customer service surveys distributed Number of PCs, laptops and iDevices supported by the number of technicians

19

40

80

90

420/2.5

465/3.5

480/3.5

536/4

Efficiency/Effectiveness Measures M&O budget per capita M&O budget % of city budget

$14.89 2.28%

$16.31 2.54%

$18.80 2.81%

$23.05 3.21%

Percentage of help desk calls resolved at time of call (industry standard 55-60%) Percentage of good to excellent satisfaction on customer service surveys IT spending per enterprise employee, benchmarked against the multiple industry standard per Gartner ($12,708 for 2012)

58.0%

58.0%

60%

60%

95%

95%

95%

95%

$2,363

$2,746

$2,950

$3,200

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