ACTIVITY SUMMARY
DEPARTMENT
ACCOUNT 101-011-014
PROGRAM/ACTIVITY IT ADMINISTRATION
INFORMATION TECHNOLOGY
*To manage various interconnected local-area networks that form the City’s wide-area network. 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 *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. * Install, maintain and repair IT equipment, such as workstations, periphials, servers and network hardware, and telecommunications equipment. *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. *Assist PIO with maintaining the City’s web presence.
PERFORMANCE MEASURES/SERVICE LEVELS
FY 2022 Target
Quantifiable Factor(s)
Actuals FY 2019 Actuals FY 2020 Actuals FY 2021
Activity Demand/Workload Number of work orders opened
2,289
2303
2828 10/1
2,600 12/1
Number of phishing tests and trainings
8/2
N/A
Number of PCs, laptops, servers and iDevices supported by the number of support staff
675/4
697/5
715/5
725/5
Efficiency/Effectiveness Measures M&O budget per capita M&O budget % of city budget
$26.42 3.17%
$27.35
$26.38
$36.47 3.79%
3.41% 3..03%
Percentage of help desk calls resolved at time of call (industry standard 55-60%) Average percentage of employees clicking on links in phishing emails (Stay below target) IT spending for enterprise employees, benchmarked against the multiple industry standard per Gartner Percentage of network uptime, relative to the entire year, under IT control
65%
65%
62%
60%
N/A
6%
2%
>10%
$3,511
$2,663
$2,810
$3,800
99.97
99.99
99.82
99.95
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