IT Annual Report 2008-2009

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Transcript IT Annual Report 2008-2009

Computer Services Department

City of Evansville and Vanderburgh County

Leading the way in Strategic Enterprise-wide Technology

2009 State of the CIO Report

ABLE OF

ONTENTS

Leading the way in strategic enterprise-wide technology

Our Mission, Our Vision, Our Passion ………. 2 Background and Accomplishments ………. 3 Letter From the CIO ………. 4 Computer Services Major Business Goals ………. 5 Strategic Technology Solutions for the City-County ………. 6 Looking Towards the Future: 2009 Projects ………. 7 Metrics at a Glance: Statistics ………. 8 Computer Services Financial Standing ………. 9

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UR

ISION

UR

ISSION

UR

ASSION …

EY

JECTIVES

VISION – Computer Service strives to be a partner with its customers by having a deep understanding of their business and providing enterprise-minded technology leadership that results in innovative solutions using experienced resources to get the job done.

MISSION – Provide leadership in the selection, development and deployment of information technology (IT) resources throughout the city of Evansville and Vanderburgh county that meet the IT needs of the City and County.

KEY OBJECTIVES – To continuously improve the delivery of technology services to customers, ensuring availability and reliability by …        Working with the elected officials, City-County department heads and customers to identify technology projects, and provide support and input for the successful development and deployment of strategic IT projects.

Promoting the sharing of technology resources and practices within government offices to maximize collaboration and minimize the duplication of costs and efforts.

Facilitating a commitment to the physical and cyber security of people, facilities and information as it relates to technology.

Working with all levels of City-County government to improve the level of IT services.

Ensuring the availability and reliability of technology services for City-County government.

Developing and managing a joint IT budget and submit funding recommendations to the City-County fiscal bodies.

Managing day to day operations regarding IT for the Computer Services department and its managed core infrastructure and services

Leading the way in strategic enterprise-wide technology

ACKGROUND

OW WE GOT HERE

In 2004, the City and County Executive Branch decided to act upon several recommendations from a study performed by Gartner in 2002 that would result in a more cost effective and centralized IT support structure. The primary goals were to centrally manage IT services, reduce IT costs, improve infrastructure technologies and put in place a check and balance process. The check and balance process was in order to assure that Office Holders and departments would have a technical resource to review proposals and contracts, review 3 rd party technical proposals, and to support business visions from an IT perspective.

The first step the Executives performed was to create and appoint the City and County’s first Chief Information Officer (CIO) in order to oversee the enterprise IT resources and budget and to oversee outsourced vendor support. Prior to the CIO, the support vendor managed and controlled the enterprise IT budget with very little oversight outside of a monthly meeting. One of the first tasks for the CIO was to centralize a distributed and costly IT support environment, to eliminate the costly duplication of enterprise systems (which was the result of distributed departmental IT visions), and review the internal IT budget, systems and processes. In 2006 the City and County hired an independent consulting firm to facilitate the re- outsourcing process for the Computer Services operational services contract. Working under the direction of the CIO, the independent consulting firm successfully wrote the tailored RFP to meet the enterprise needs, facilitated a comprehensive evaluation & selection process – that included leadership representation from both City and County (CIO was a non-voting member) and a “no stone unturned” contract negotiations process that ultimately lead to the selection committee awarding Mark Rolley Consulting Inc. (MRC) a five year contract starting in December of 2006.

Starting in January of 2007 the CIO had a newly formed – comprehensive sourcing contract and vendor under contract that put the focus on the following KEY principles …      Accountability to performance targets and best practice service levels Experienced infrastructure and Vax support Value Add Services – Milestone projects year to year Depth of bench with skilled, qualified and certified staff – today and growth for the future Effective contract language that enabled the CIO direct oversight to properly manage and govern technology services today and tomorrow for the City-County Following the rule of thumb of full transparency, the Computer Services outsourcing contract with (MRC) is available to all City-County leadership for review at any time upon request.

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Leading the way in strategic enterprise-wide technology

ROM THE

CIO MATTHEW B. ARVAY CHIEF INFORMATION OFFICER

Over the past two years, we have focused on improving our results in areas that we call the “Four Cs”: Customers, Cost, Capacity and Cutting Edge Technology. We view all of our work in terms of the ability to improve the business results of our government, lower costs, increase our capacity, and identify cutting edge technologies as they become available. Customers: A customer-oriented approach to IT is always job #1. By continuing to develop our core infrastructure and communications systems, we are building an environment that is prepared to meet the City and County business leaders visions. In the past two years we have seen a change in support vendors which I feel has had a tremendous positive affect on day to day operations. With requirements to keep staff certified and trained on today’s technology, we are able to respond to requests quicker and provide more cost effective solutions. Cost: Information technology services and solutions are driven by the business needs of our government. Computer Services strives to manage internal costs and improve quality of performance by capturing efficiencies with enterprise technology investments.

Capacity: City-County government has experienced significant expansion and consolidation over the past two years. Through the strategic use of technology in this ever changing environment Computer Services has been able to continue to support its customers without increasing the size of the department. Through internal planning and prioritization, we are able to design and implement technology improvements that benefit the entire enterprise vs. individual departments as in the past. We have planned several new projects in 2009 to help us continue to meet the demand.

We continually strive to improve our internal processes, standards and policies so that Computer Services can offer a more predictable, safe, and efficient work environment that allows employees to perform to their best ability.

Cutting Edge Technology: New technologies have dramatically changed the way government can conduct business and has increased the expectation of government. Computer Services has been able to position the City and County with an IT infrastructure to meet these expectation and bring to the forefront new and emerging technologies that have brought value and cost saving practices to our government, while improving the way citizens and businesses interact with City-County government.

In this report, I highlight just a few of the challenges and results achieved from 2006-2008, as well as a glimpse at what's in store for 2009.

Matthew B. Arvay

Chief Information Officer City of Evansville and Vanderburgh County

4 omputer

ervices

Leading the way in strategic enterprise-wide technology

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AJOR

USINESS

OALS

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6. Improve Customer Service Improve Operation Efficiencies and Reduce Costs Improve Quality of Service Increase Transparency to Citizens Make the Region Safer & Healthier Accelerate Economic Development

HERE

AND

USINESS

OALS

EET

Over the course of the last 2 years Computer Services developed a framework of City-County business goals to better qualify and align the agency’s IT project planning efforts with its customers’ business needs. Each project is categorized within this framework so that each can be planned, prioritized and implemented in a structured and cohesive way, whether the project is a departmental, multi-department or an enterprise-wide initiative. The following pages highlight a few of the representative projects and initiatives the Computer Services Department tackled during the last 2 years and their relationship to the business goals of the City and County.

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Leading the way in strategic enterprise-wide technology

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TRATEGIC

ECHNOLOGY

OLUTIONS FOR THE

ITY-

OUNTY

Computer Services supports the City/County Departments by working with them to design, install and support state of the art technology solutions, while maintaining and improving the infrastructure and communications systems. Below are just a few of the strategic solutions Computer Services tackled in 2007 and 2008.

Phone system

This new system is based on Voice over Internet Protocol (VoIP) technology that allows us to transmit voice over the IP based network.

This system was funded by existing monies through the renegotiation of existing contracts. These negotiations reduced per unit pricing and contractual minimums. As a by product, it also allowed the School Corporation to move forward with new technologies and save money.

Business Goals met …

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Improve Operation Efficiencies & Reduce Costs

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Improve Customer Service

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Improve Quality of Service

Automated Vehicle Location (AVL)

In cooperation with Computer Services, the County Highway and Department of Transportation Services outfitted vehicles with a device that tracks the vehicle’s movement. This strategic technology will allow for better management through improved routing, added safety for drivers and long-term cost savings.

Computer Service’s role included assisting with business process analysis and improvement, evaluation, selection, and negotiation of the contract to implement a comprehensive AVL solution to fit the department’s growing business needs.

Business Goals met …

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Improve Operation Efficiencies & Reduce Costs

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Improve Quality of Service

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Make the Region Safer & Healthier

Video Streaming

Through the use of video streaming, public meetings and programs broadcast on WNIN are now available via the Internet. Video is not only available live, but public meetings will be archived and available on-demand by downloading.

Business Goals met …

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Improve Quality of Service

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Increase Transparency to Citizens

Data Center Improvements

In order to properly protect the enterprise IT systems, several improvements were necessary. The Data Center approximately doubled in size, floor raised and unused cabling removed for proper air flow, new wiring and power capabilities added, new backup generator and UPS added, and a new air conditioning system that could properly service the room and notify staff 24/7 when abnormal temperature increases are occurring.

Business Goals met … 

Improve Operation Efficiencies & Reduce Costs

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Improve Quality of Service

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Improve Customer Service

Storage Solution

A new SAN/Virtualization solution was implemented to increase storage capabilities and provide a flexible solution that could grow with the enterprise. This solution has increased performance over 60 times more than its predecessor (400IOPS to 26,000 IOPS) and can increase capacity another 20 times.

Business Goals met …

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Improve Operation Efficiencies & Reduce Costs

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Improve Customer Service

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Improve Quality of Service

VMware Virtualization Deployment

In order to replace antiquated and out of warranty servers while reducing future costs associated with server hardware, Computer Services deployed a flexible VMware virtualization environment. This flexible solution allows us to add additional memory and processors in seconds, increase the ease of backup/restore processes, eliminate unnecessary windows OS licensing which saved thousands of dollars per server and allows us to predictably budget dollars for support and expansion.

Business Goals met … 

Improve Operation Efficiencies and Reduce Costs

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Improve Quality of Service

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Improve Customer Service

Network Refresh

Replaced end of life equipment that was showing utilization results above acceptable limits. New system eliminated bottlenecks from poor design, increased capabilities of the core to perform 24 times faster on the backplane and increased expansion ports by 300%.

Business Goals met …

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Improve Operation Efficiencies & Reduce Costs



Improve Customer Service

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Improve Quality of Service

State of the CIO Report 2009

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Leading the way in strategic enterprise-wide technology

TRATEGIC

ECHNOLOGY

OLUTIONS FOR THE

ITY-

OUNTY

Computer Refresh

The City of Evansville implemented a program that will refresh all desktop and laptop computers throughout the city in two phases over a five year period. Phase 1 included 269 desktops and 55 laptops for various departments. In addition 33 ruggedized laptops were purchased for police cars.

Compliancy for all Microsoft licensing was also achieved . A County refresh plan is currently being looked at in an ITAC sub-committee . I hope to achieve a positive recommendation on a similar program and to obtain funding from County Council.

Computer Service’s role in the City project included developing a refresh plan timeline, acquiring an inventory, creating baseline specifications, negotiating prices below state QPA pricing, and contract review.

Business Goals met …

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Improve Operation Efficiencies & Reduce Costs

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Improve Quality of Service

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Improve Customer Service

Backup Solution Enhancements

A disk to disk backup solution was implemented to provide immediate recovery of short term data while a more robust tape backup system was implemented for long term recovery of data.

Business Goals met … 

Improve Operation Efficiencies & Reduce Costs

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Improve Quality of Service

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Improve Customer Service

Network on Wheels (NOW)

Network and server equipment was reallocated in order to start the development of a “warm” standby system that government can be backed up to and accessed in the time of an disaster. Business Goals met … 

Improve Operation Efficiencies & Reduce Costs

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Improve Quality of Service

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Improve Customer Service

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Make the Region Safer & Healthier

Security Enhancements

Computer Services implemented several layers of additional security over the past two years. Improvements included an Anti-Virus update manager, a Microsoft Patch management server, a wireless Lan Controller (protects airspace), an improved Spam, Malware, and Web filter device, and a new Firewall/VPN solution.

Business Goals met … 

Improve Operation Efficiencies & Reduce Costs

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Improve Quality of Service

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Improve Customer Service

State of the CIO Report 2009

Leading the way in strategic enterprise-wide technology

8

OOKING

OWARDS THE

UTURE: 2009 PROJECTS

Below are but a few of the representative strategic solutions/initiatives the Computer Department is working on with our customers within the City-County in 2009.

Services Tax and Billing System

Computer Services assisted the County Auditor and Treasurer with the selection and implementation of a new system that would meet new State mandates. The old system resided on 20+ year old hardware and was very difficult to manage and support.

Computer Service’s role in the project included assisting with vendor selection, software evaluation, providing hardware pricing, server setup, and contract review.

Business Goals met …

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Improve Operation Efficiencies & Reduce Costs

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Improve Customer Service

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Improve Quality of Service

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Increase Transparency to Citizens

Internet Access

As more and more business functions rely on Internet access, in 2009 Computer Services will double the available bandwidth taking it from 20 Meg to 50 Meg, while saving an estimated $300/month.

Business Goals met … 

Improve Operation Efficiencies & Reduce Costs

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Improve Quality of Service

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Improve Customer Service

Microsoft SharePoint

Microsoft Office SharePoint Server will help improve organizational effectiveness by providing shared business processes and facilitating information-sharing for better business insight. Common business activities such as document review and approval, issue tracking, and signature collection can be automated. This project will help departments and offices manage large projects.

Business Goals met …

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Improve Operations Efficiencies and Reduce Costs

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Improve the Quality of Services

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Improve Customer Service

Fiber WAN Project

The City and County entered an eight year agreement with AT&T that will provide fiber communications to all offsite facilities that currently rely on copper connectivity. This will increase communications speeds from 1.5MBps to 5-10MBps at most sites while providing a 50MBps to the Jail and Health Department while saving approximately $200/month in overall costs. Included is a 500MBps link to a Disaster Recovery site (not selected yet) so data can be pushed nightly for offsite storage.

Business Goals met …

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Improve Operation Efficiencies & Reduce Costs

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Improve the Quality of Services

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Improve Customer Service

Enterprise Resource Planning (ERP)

Currently City-County departments use a 20+ year old system to manage their financials and various other disparate systems to manage government processes.

It is very difficult to meet the needs of today’s business as items such as reports and budgeting cannot be achieved without difficulty and communications between systems require specialized routines. This makes it difficult to understand the assets of the City County at any one time. It also takes a great deal of effort to display and share this information as needed. Computer Services along with key departments and offices are evaluating modern systems with hopes to identify a system that will use today’s technology and provide departments with an easy to use tool to not only manage their budget and PO processes efficiently, but to manage City/County assets as a whole.

This system would also provide an online presence for citizens to interact with government in many areas they are not able to today.

Business Goals met … 

Improve Operations Efficiencies and Reduce Costs



Increase Transparency to Citizens



Improve the Quality of Services



Improve Customer Service



Accelerate Economic Development

State of the CIO Report 2009

Leading the way in strategic enterprise-wide technology

OMPUTER

ERVICES

ETRICS AT A

LANCE:

STATISTICS

902 Cisco IP Phones were added to the enterprise 126 new computers were added and/or identified in the enterprise 208 new printers were added and/or identified in the enterprise

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66 new networking devices were added and/or identified in the enterprise 5 new servers were added to the enterprise 6 new locations were added to the enterprise 1.2 billion SPAM, 600,000 viruses and 180 million email bombs detected and blocked from entering the City/County network

State of the CIO Report 2009

In order to better demonstrate that the Computer Services budget is affected by various business sectors, the budget was separated into functional areas based on five business sectors that had a yearly fiscal impact. These five sectors are Computer Services, Public Safety, Other City/County, Courts, and GIS.

The following charts depict expenditures based on these five sectors for 2007 and 2008:

OMPUTER

ERVICES

INANCIAL

TANDING

Computer Services Statement of Expenditures 2007 & 2008 (Jan 1 – Dec 31) $2,155,873 $187,755 $259,676 $612,176 $205,000 Computer Services Public Safety Other C/C Courts GIS ACCOUNT: EXPENDITURES - 2007 Computer Services – Infrastructure, Maintenance, Contractual & Facilities Management Expenditures $2,155,873 Public Safety – Maintenance & Contractual Other City/County – Maintenance & Contractual Courts – Technology GIS – County Only $187,755 $259,676 $612,176 $205,000 Total: $3,420,480 $2,274,737 $303,735 $356,052 Computer Services Public Safety Other C/C $0 $156,551 Courts GIS ACCOUNT: EXPENDITURES - 2008 Computer Services – Infrastructure, Maintenance, Contractual & Facilities Management Expenditures $2,274,737 Public Safety – Maintenance & Contractual Other City/County – Maintenance & Contractual Courts – Technology GIS – County Only $303,735 $356,052 $0 $156,551 Total: $3,091,075

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COMPUTER SERVICES DEPARTMENT

City of Evansville / Vanderburgh County Civic Center Complex 1 NW MLK, Jr. Blvd., Room 104 Evansville, IN 47708 Web: www.evansvillegov.org & www.vanderburghgov.org Phone: (812) 436-7859 Fax: (812) 436-7863