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Home My WebLink AboutCOW 2016-09-26 Item 3F - Budget Review - 2017-2018 Biennial Budget: Technology Services / Additional 2016 Budget AuthorityCO uNcm AGENDA SYNOPSIS ---------------------------- - - - - -- Initial r Meefin ,g Dale Prepared by Ma o r's 4eaE review 09/26/16 VC 1111A T,, VMS WIL I ra I Loki ITEMNO. 3. F. 145 SPONSOR: VICKY CARLSEN 9/26/16 A(,I "N DA Iri4 m Ti,ri,jJ., Review (1) Technology Services Department 2017-2018 Proposed Budget and (2) request for additional budget authority to implement City's technology vision. CATIX',ORY Z Discussion Alt Date 9126116 ❑ Motion At g Date ❑ Resolution Alig Dale ❑ Ordinance Mtg Date F-113idAxard Atg Dale ❑ Public Nearing At g Date ❑ Other Mig Date SPONSOR ❑ Council [:]Major [:] HR ❑ DCD Z.Finance [:].Fire ❑ 73' ❑ P&R [:] Police [:] PIVI SPONSOR'S Council is being asked to review the Technology Services Department 2017-2018 proposed SUMM,\RY budget as well as the request for additional budget authority to implement the City's technology vision. REVIEWED BY ❑ cow mtg. ❑ CA&P Cmte Z F&S Cmte ❑ Transportation Cmte ❑ Utilities Cmte ❑ Arts Comm. ❑ Parks Comm. ❑ Planning Comm. DATE: 9/20/16 COMMI'17FE CHAIR: SEAL RECOMMENDATIONS: SPONSOR/Ai)mim Finance COMMIT'I'VE For Information Only; Forward to Committee of the Whole COST IMPACT / FUND SOURCE EXPFNDITURI3 REQUIRI-J) AMOUNT BUDGETED APPROPRIATION REQUIRED Fund Source: Comments: MTG. DATE RECORD OF COUNCIL ACTION 9/26/16 MTG. DATE ATTACHMENTS 9/26/16 Informational Memorandums (2) dated 8/17/16 Draft Technology Services Department 2017 - 2018 Proposed Budget Minutes from the Finance and Safety Committee meeting 9/20/16 Moss Adams Report 145 146 City of Tukwila Allan Ekberg, Mayor TO: Finance and Safety Committee FROM: Joseph Todd, Director of Technology and Innovation Services CC: Mayor Ekberg DATE: August 17, 2016 SUBJECT: Review Preliminary 2017/2018 Budget for Technology and Innovation Services ISSUE Technology and Innovation Services is seeking to provide the committee with a preliminary review of the departments 2017/2018 budget. BACKGROUND Building on the work done with the Moss Adams report and subsequent strategic plan, Technology and Innovation Services has been busy working the City's IT strategy for the next three to five years. The Department has identified several improvements for 2017 and 2018 that will provide improved services to the city. DISCUSSION The proposed 2017/2018 budget reflects an increase to Technology Services of approximately $362,980 in 2017 and $329,980 in 2018 above the 2016 budgeted expenditures, not including the associated salary and benefits increase resulting from the transfer of three existing FTEs to Technology Services. This increase reflects the City's need to better invest in technology, and will allow the Department to implement its strategic plan. This investment will result in better services for the Tukwila Community. • In order to modernize the Technology Services Department, free up staff time for other service- related priorities and ensure that the City's technology infrastructure is sound, the Administration proposes the following investments: Transition on- premises services to the cloud to ensure redundancy and scalability of infrastructure, providing more reliable service for the Tukwila Community. • Transition helpdesk support to and outside company to allow department staff to focus on key software roll outs in DCD, Parks and Recreation, PD, FD, Public Works. • Transition head count from other departments to allow focused support for departments, with direct benefit to the Tukwila Community. • Refresh City technology to ensure employees can spend more time on providing services instead downtime do to substandard computing and communication equipment. This refresh is a lease option that will ultimately save the City money and time by having the lessors responsible for all maintenance and replacement. • Create network redundancy to ensure we have a reliable communications system in place. • Invest in integrating our GIS applications to support the roll out of the new parks and recreation online booking and management system, Spillman PD records management system and the DCD online permitting and licensing. The efficiencies resulting from 2017/2018 budget will result in directly improved services to the community of Tukwila. 147 INFORMATIONAL MEMO Page 2 FINANCIAL IMPACT Attached Preliminary Budget Preview RECOMMENDATION The Committee is being asked to review the preliminary budget, with a finalized version forthcoming to a future FS Meeting. ATTACHMENTS Attached Preliminary Budget Preview WA2016 Info Memos\ITS— vision —and —Mission —Memo —Reviewed —5.docx 148 Budget Change Discussion: Salaries & Benefits. COLA increases were applied to salaries, and benefits were adjusted to account for changes in healthcare and retirement. The half -time IT specialist from the Police department was transferred from Police to this department and increased to a full -time position. A new position of Business Analyst is added to improve software application integration. Additionally, the GIS specialist in Public Works department was transferred into this department. Supplies. Services. Several changes were made to this category. Cell phone charges from various departments were transferred to this department. Approximately $32,000 was transferred. Expenditure & Revenue Summary Innovation & Technology Services Expenditures By Type Actual 2014 2015 Projected 2016 2016 Budget 2017 2018 2016 -17 % Chg 2017 -18 % Chg Salaries & Wages $ 558,000 $ 568,318 $ 710,278 $ 537,172 $ 871,792 $ 889,178 62.29% 1.99% Personnel Benefits 208,283 214,753 248,809 228,171 365,637 385,103 60.25% 5.32% Supplies 47,523 98,005 94,857 138,266 6,266 16,266 - 95.47% 159.59% Services 352,899 330,790 278,478 278,145 740,125 750,125 166.09% 1.35% Capital Outlays 68,006 34,417 7,286 10,000 43,000 - 330.00% 0.00% Department Total $ 1,234,710 $ 1,246,282 $ 1,339,708 $ 1,191,754 $ 2,026,820 $ 2,040,672 70.07% 0.68% Expenditure Detail - Salaries and Benefits Salaries are based on actual costs for existing positions and include a cost of living adjustment per contract agreements. Innovation & Te noiqqy ;Services Position Description 2016 FTE 2017 FTE 2017 Budgeted Salaries Benefits 2018 FTE 2018 Budgeted Salaries Benefits IT Director 1 1 $ 150,367 $ 48,967 1 $ 153,374 $ 51,299 Systems Administrator 1 1 95,615 43,001 1 97,528 45,370 Senior /Info Technology Specialist 3 3 232,895 114,496 3 237,553 120,979 Database Administrator 1 1 92,952 42,364 1 94,811 44,681 Business Analyst 0 1 110,076 38,752 1 112,278 40,615 GIS Coordinator 0 1 93,263 35,262 1 95,128 37,000 IT System Administrator 0 1 94,123 42,796 1 96,005 45,160 Extra Labor 2,500 - 2,500 - De pa rtm a nt Tota l 6 9 $871,792 $ 365, 637 9 $ 889,178 $ 385,103 149 Expenditure Detail - Supplies, Services and Other Supplies include office supplies, computer supplies and network supplies; services include connectivity services, cell phone services, televising Council meetings, hardware and software maintenance, travel and training, and registrations, among others. Capital includes capital computer equipment, as needed. Innovation & Technology Services 150 Actual Projected Budget Account Number 2014 2015 2016 2016 2017 2018 000.12.518.880.31.00 Supplies -Office & Operating $ 4,534 $ 6,963 $ 3,756 $ 3,500 $ 6,266 $ 16,266 000.12.518.880.31.01 Supplies- Repair - 12 1,982 2,000 - - 000.12.518.880.31.43 Supplies -Food 657 34 266 000.12.518.880.31.44 Supplies- Training - - 500 500 000.12.518.880.35.00 Small Tools & Equip. - Computer parts 26,409 83,093 86,161 87,500 000.12.518.880.35.01 Small Tools - Nextel - 1,561 1,500 1,500 000.12.518.880.35.02 Small Tools- Network 16,580 5,718 925 43,000 - - Total Supplies 47,523 98,005 94,857 138,266 6,266 16,266 000.12.518.880.41.00 Prof Secs - Transition costs, help desk - - - - 304,686 314,686 sourcing, Puget Sound Access 000.12.518.880.41.01 Prof Svcs - Technical support 82,044 32,450 3,712 1,000 - - 000.12.518.880.42.00 Communication - connectivity expense, 3,801 10,553 26 7,700 120,900 120,900 repair & maint. for tech. items 000.12.518.880.42.01 Communication - City -wide cell phone 51,608 45,614 44,170 40,000 - - service 000.12.518.880.42.02 Communication - telephone charges 55,981 56,923 44,325 60,000 000.12.518.880.42.03 Communication 3,309 - 9,507 - - - 000.12.518.880.43.00 Travel - Meals, Parking, Mileage, Lodging 925 342 1,501 1,500 11,500 11,500 for conferences: ACCTS, Active, Accela 000. 1 2.518.880.45.00 Rental - Technology Refresh 39 39 16 - 150,000 150,000 000.12.518.880.45.94 Rental - Equipment Replacement Fund 1,833 1,833 1,833 1,833 1,339 1,339 000.12.518.880.45.95 Rental - Equipment Rental O & M 1,843 1,757 7,110 4,612 2,500 2,500 000.12.518.880.48.00 R &M - Office & Network Equipment (296) 28,051 4,441 3,000 - - 000.12.518.880.48.01 R &M - Telephone maintenance - - 28,500 28,500 2,000 2,000 000.12.518.880.48.02 R &M - Puget Sound Access (Televise 15,373 - 25,000 25,000 - - Council Meeting) 000.12.518.880.49.00 Misc - Computer system component 25,727 29,657 18,596 15,000 - - upgrades 000.12.518.880.49.01 Misc - Software new and upgrade 98,959 122,520 87,926 88,000 122,000 122,000 purchases, Microsoft Enterprise License 000.12.518.880.49.02 Misc - Registrations for conferences and 11,028 249 - - 13,200 13,200 training 000.12.518.880.49.03 Misc - Registrations for conferences and 725 625 315 500 12,000 12,000 training 000.12.518.880.49.44 Misc - Training - 175 1,500 1,500 - - Total Services 352,899 330,790 278,478 278,145 740,125 750,125 000.12.594.180.64.02 Capital - Machinery & equipment 68,006 34,417 7,286 10,000 43,000 - Total Other 68,006 34,417 7,286 10,000 43,000 - Total Supplies, Services and Other $ 468,428 $ 463,212 $ 380,621 $ 426,411 $ 789,391 $ 766,391 150 TECHNOLOGY SERVICES CITY OF TUKWILA BUDGET SUMMARY PRELIMINARY ACTUAL YTD AS OF JUNE 30, 2016 9/15/2016 11:06 SUMMARY: OF EXPENDITURES ACTUAL PROJECTED BUDGET $ CHANGE % CHANGE 2014 2015 2016. 2016 2017 2018 2016/2017 2017/2018 2016/2017 2017/2018 11 Salaries 527,969 530,282 685,468 534,672 848,621 865,594 313,949 16,972 59% 2% 12 Extra Labor 11,600 14,570 2,244 2,500 2,500 2,500 - - 0% 0% 13 Overtime 18,431 23,466 22,565 - - - - - - - 15 Holiday Pay - - - - - - - - - - 21 FICA 40,897 40,854 48,869 38,729 62,051 63,292 23,322 1,241 60% 2% 22 Pension -LEOFF 2 - - 3,488 - - - - - - - 23 Pension - PERS /PSERS 51,071 57,780 61,606 57,531 102,492 104,542 44,961 2,050 78% 2% 24 Industrial Insurance 1,862 2,878 3,203 2,275 3,178 3,505 903 328 40% 10% 25 Medical & Dental 114,454 113,241 131,643 129,636 194,111 209,832 64,475 15,721 50% 8% 26 Unemployment - - - - - - - - - - 28 Uniform /Clothing - - - - - - - - - - Total Salaries and Benefits 766,282 783,071 959,086 765,343 1,212,954 1,249,266 447,611 36,312 58% 3% 31 Supplies 4,534 7,632 6,272 6,266 6,266 16,266 - 10,000 0% 160% 32 Fuel - - - - - - - - - - 33 Water Purchased for resale - - - - - - - - - - 34 Items Purchased for resale - - - - - - - - - - 35 Small Tools 42,989 90,372 88,585 132,000 - - (132,000) - - - 41 Professional Services 82,044 32,450 3,712 1,000 304,686 314,686 303,686 10,000 30369% 3% 42 Communication 114,699 113,091 98,028 107,700 120,900 120,900 13,200 - 12% 0% 43 Travel 925 342 1,501 1,500 11,500 11,500 10,000 - 667% 0% 44 Advertising - - - - - - - - - - 45 Rentals and Leases 3,715 3,629 8,959 6,445 153,839 153,839 147,394 - 2287% 0% 46 Insurance - - - - - - - - - - 47 Public Utilities - - - - - - - - - - 48 Repairs and Maintenance 15,077 28,051 57,941 56,500 2,000 2,000 (54,500) - (96)% 0% 49 Miscellaneous 136,439 153,226 108,337 105,000 147,200 147,200 42,200 - 40% 0% 51 Inter - Governmental - - - - - - - - - - 53 Excise Tax - - - - - - - - - - 64 Machinery & Equipment 68,006 34,417 7,286 10,000 43,000 - 33,000 (43,000) 330% - 00 Transfers Out - - - - - - - - - - Total Operating Expenditures 468,428 463,212 380,621 426,411 789,391 766,391 362,980 (23,000) 85% (3)% Total Expenditures 1,234,710 1,246,282 1,339,708 1,191,754 2,002,345 2,015,657 810,591 13,312 68% 1% 152 City of Tukwila Allan Ekberg, Mayor TO: Finance and Safety Committee FROM: Joseph Todd, Director of Technology and Innovation Services BY: Rachel Bianchi, Director of Communications and Joseph Todd Director of Technology and Innovations Services CC: Mayor Ekberg DATE: August 17, 2016 SUBJECT: Request for additional budget authority to implement the City's Technology strategy and vision ISSUE Technology Services is seeking permission to increase its 2016 budget by $170,000 in order to provide additional services. BACKGROUND Building on the work done with the Moss Adams report and subsequent strategic plan, Technology and Innovation Services has been busy working the City's IT strategy for the next three to five years. The Department has identified several areas for improvement in 2016 that will allow us to deploy critical programs in 2017 and 2018. DISCUSSION Putting additional foundational IT infrastructure in place now will allow the Department to be more nimble and ready to implement strategies to improve technology - related services to the Tukwila community. Specifically, the Department is seeking authorization to: • Spend $82,000 on Help Desk support and software beginning in October through the end of the year. This will allow Technology Services staff additional time to devote to other critical IT needs in the City; • Contract for $88,000 to develop a user portal and persona-driven ITSM that will produce additional efficiencies within the City's IT infrastructure. The efficiencies resulting from this budget increase will result in directly improved services to the community of Tukwila. As an example, this investment in 2016 will allow staff to move more quickly on 2017 IT priorities, such as the new Parks and Recreation records management system that will allow TCC patrons to register for classes online. 153 One-time Cost On Going Helpdesk Support and Software $82,000 Contract to develop user portal and persona driven ITSM $88,000 153 INFORMATIONAL MEMO Page 2 FINANCIAL IMPACT The City has determined that there are savings from other Departments that will cover the $170,000 requested and that an increase in the TS budget for this purpose will still result in a balanced budget. RECOMMENDATION The Committee is being asked to review and forward this to the Committee of the Whole on September 26, 2016 as part of the budget process. ATTACHMENTS 54 WA2016 Info Memos\ITS—vision—and—Mission—Memo—Reviewed-4,docx 1 Moss Adams and IT Strategic Plan Alignment 155 Moss Adarns IT Strategic Plan,'NMajor: Cyrren# IT Recommendation,,;;`;; Gh`allenge Area Ilssues- ;' Alignmeh;# ° ", 1, The meetings between Reinstitute quarterly IT Challenge Area: Revamped the process members of the IT Stakeholders Group Business Analysis meetings are being held Stakeholders Group have meetings. the 3rd Wednesday of been inconsistent and have every month not been focused on current or potential IT projects and priorities. 2. Finding: There is a lack of Recommendation: Develop Challenge Area: Created IT Strategic strategic direction for the and implement an IT strategic Business Analysis Framework to City's IT function. plan. compliment the strategic plan and Roadmap 3. Finding: There is limited Recommendation: Reposition Challenge Area: Hire a business analyst / business analysis occurring in the Database Systems Insufficient Level of project manager to the IT Department. Administrator role to take on Active Partnering for deliver this capability business analysis functions Technology Usage after application- specific training. 4. Finding: There is a general lack Recommendation: Develop Challenge Area: Implement Service of understanding about the IT and publicize an IT service Insufficient Level of Catalog with acquisition staff's capabilities and catalog. Active Partnering for of Fresh Service software responsibilities between the Technology Usage end -user community and the IT Department. 5. Finding: No service level Recommendation: Develop Challenge Area: Implement with agreement (SLA) exists and institute a service level Insufficient Level of acquisition of Fresh between IT and the agreement. Active Partnering for Service software USING departments. Technology Usage SLA Module 6. Finding: Neither an IT Recommendation: Develop Challenge Area: Implement training orientation nor security and implement an IT End User Capability and through SharePoint and awareness training is provided orientation and ongoing Capacity Transition to LMS 365 to City staff, as part of security awareness program employee onboarding or on at the City. an ongoing basis. 7. Finding: Storage limits for user Recommendation: Institute a Challenge Area: Move storage to home folders and mailboxes quota limit for home folders Asset Management Microsoft Azure Cloud. have not been set. and mailboxes. Establish quota limits in office 365 155 8. Finding: There is no formal Recommendation: Develop Challenge Area: Implement with change management policy. and implement a formal Asset Management acquisition of Fresh change management policy Service software USING Change Management Module 1. Finding: The Barracuda web Recommendation: Revisit the Challenge Area: Filter Change Request content filtering appliance is content filtering policies and Customer Service and Process configured to restrict configure them to be more Support legitimate websites needed flexible based on department Challenge Area: for conducting City business in needs. Outdated Policies, all departments. Perspectives and Expectations 2. Finding: The Barracuda web Recommendation: Preserve Challenge Area: Same as Strategic Plan content filtering appliance is the Barracuda logs by Network and System and Recommendation ineffective for employee exporting to a syslog or other Security investigations since the device aggregation means such as a only holds one day of csv file. aggregated web browsing activity before being rewritten. 3. Finding: The wireless Recommendation: Acquire Challenge Area: Use City fiber backbone network access has yet to and implement an enterprise- Network and System to CISCO hotspots to be expanded throughout class wireless network Security provide access to end City Hall and Council solution. users in all City of Tukwila Chambers, even though facilities the City has wireless access points to do so. 4. Finding: An intrusion Recommendation: Acquire Challenge Area: Buy IPS service license detection /prevention and implement an intrusion Network and System from watch guard and system (IDS /IPS) is not in prevention service for the Security part of our cloud Strategy place to stop attacks WatchGuard firewall. against the City's network. S. Finding: A detailed logical Recommendation: Develop a Challenge Area: Same as recommendation network topology map detailed network diagram. Network and System and IT Strategic Plan does not exist. Security 156 1. 2. a 1 2 6. Finding: The process for restoring critical data and routine testing of backups is not conducted. Finding: No hardening of servers is performed before deployment, other than enabling the Windows firewall and installing anti -virus software. Finding: Server and workstation patching and updating is not a regularly scheduled maintenance process. Finding: A plan for upgrading servers from Windows Server 2003 to either Windows Server 2008 or 2012 has not been developed. Finding: The City lacks the capability to search, share, and access documents seamlessly between departments. Finding: Technical productivity resources exist to improve IT performance and capabilities, but are not implemented or utilized due to inexperience and unfamiliarity with the technologies. Recommendation: Periodically test restoration of critical data. Recommendation: Institute a formal process for server hardening and deployment. Recommendation: Leverage WSUS for server and workstation patch management and deployment. Recommendation: Develop and implement a plan for upgrading all Windows Server 2003 servers to newer server operating systems. Recommendation: Research, acquire, and implement a City -wide document management solution. Recommendation: Implement and utilize the productivity resources the City has procured. Challenge Area: Asset Management Challenge Area: Asset Management Challenge Area: Asset Management Challenge Area: Asset Management Challenge Area: End User Capability and Capacity Challenge Area: End User Capability and Capacity Challenge Area: Insufficient Level of Active Partnering for Technology Usage Implement Monthly Maintenance Window Cloud First Strategy moves disaster recovery and infrastructure patching to cloud service provider Microsoft Sever Harding Process Cloud First Strategy moves disaster recovery and infrastructure patching to cloud service provider Utilize SCCM for work station patching. Same as recommendation and IT Strategic Plan Implementation of Office 365 Cloud SharePoint and One Drive Services Implementation of office 365 collaboration suite 157 3. Finding: Several City applications are multiple versions behind the currently supported version. 4. Finding: MS Office 2013 has not been uniformly rolled out to all City workstations. Recommendation: Upgrade to stable and currently supported versions of City applications. Recommendation: Develop, test, and implement a full City -wide roll -out of MS Office 2013. Challenge Area: Software Upgrades and Replacement Challenge Area: Software Upgrades and Replacement Implementation of office 365 collaboration suite Implementation of office 365 collaboration suite 1. Finding: Some departments Recommendation: Develop Challenge Area: As part of our technology are using workstation an equipment lifecycle and Asset Management services planned hardware that is reported to refresh policy for workstation computing refresh be over 10 years old. hardware. strategy we will source our refresh capability to a lessor for fulfillment including providing the services of: maintenance of equipment, imaging for a city golden copy 2. Finding: Workstation updates Recommendation: Employ a Challenge Area: Utilize SCCM for work are completed on an ad hoc monthly patch management Asset Management station patching and basis, and a corresponding process. software upgrades formal process to update non - OS software is lacking. 3. Finding: Approximately 12% of workstations are using Windows XP Pro, but this operating system is no longer supported by Microsoft. 1. Finding: Meetings between members of the IT Stakeholders Group have been inconsistent and have not been focused on current or potential IT projects and priorities. 158 Recommendation: Develop and implement a plan to phase out all remaining Windows XP operating systems. Recommendation: Establish consistent quarterly IT Stakeholder Group meetings. Challenge Area: Asset Management Challenge Area: Business Analysis Utilize SCCM for work station patching and software upgrades Revamped the process meetings are being held the 3rd Wednesday of every month 2. Finding: There is a lack of Recommendation: Develop Challenge Area: strategic direction for the an IT strategic plan for City's IT function. guiding technology operations and budgets. 3. Finding: Project prioritization Recommendation: Institute a Challenge Area: Hire a business Analyst / is lacking. formalized IT governance Business Analysis Project manager analyze process that includes review, department process and approval, and prioritization of capabilities and help all major IT projects by an make recommendations oversight group. priority, improvements and technology selection 4. Finding: There are no regular Recommendation: Create Challenge Area: Implemented Daily IT meetings held within the either weekly or monthly standup and bi- weekly Department to track scheduled Department staff weekly /monthly operations, meetings to track operations, progress, future progress, or progress, future projects, and to discuss new IT issues to discuss new IT issues with including input from City input from City employees. employees. S. Finding: IT managers do not Recommendation: Develop a Challenge Area: rely on reports from the help set of regular performance desk management system in reports from the help desk Customer Service and order to monitor and manage system that are reviewed on Support IT staff performance. a regular basis. S. Finding: IT managers do not Recommendation: Develop a Customer Service and rely on reports from the help set of regular performance Support desk management system in reports from the help desk order to monitor and manage system that are reviewed on IT staff performance. a regular basis. 6. Finding: The IT Department is Recommendation: Utilize Challenge Area: Spiceworks is a free ad not efficiently utilizing the Spiceworks as first point of supported application Spiceworks help desk ticketing contact with end users to Customer Service and that while it has a robust platform. help ensure all support Support user knowledge base requests are recorded. lacks the sophistication need for a robust tool to do total ITIL service management 7. Finding: The City has just Recommendation: Consider Challenge Area: Implementation of office recently contemplated moving cloud -first options when 365 collaboration suite software applications to the looking to acquire or upgrade Software Upgrades and cloud, including GIS and software applications, Replacement Cloud First for all Exchange e-mail. provided that no data application purchases security regulations are adversely impacted. 159 f:1 Q W 3 4. 160 Finding: A City -wide strategy for how to leverage social media has yet to be established. Finding: One IT staff member is responsible for supporting four different City departments. Finding: Project management capabilities in the IT Department require strengthening. Finding: There is a lack of cross - training within the IT Department and a number of opportunities to pursue. Finding: There appears to be single points of failure regarding database administration, network administration, and system administration. Recommendation: Develop and implement a social media plan to interact with the Tukwila community. Recommendation: Consider adding another IT Technician assigned to Fire and City Attorney's Office. Recommendation: Develop and implement a project management framework. Recommendation: Develop and implement a cross - training program for IT staff members. Recommendation: Identify and contract with a outsourced IT support provider to serve as backup to the Database Systems Administrator and Systems Administrator when needed. Challenge Area: Outdated Policies, Perspectives and Expectations Challenge Area: Insufficient Capacity to Fulfill Mission Challenge Area: Insufficient Capacity to Fulfill Mission Challenge Area: Insufficient Capacity to Fulfill Mission Challenge Area: Insufficient Capacity to Fulfill Mission Updated computing use policy Hire Full Time IT Systems Administrator for public safety Hire a business Analyst J Project manager analyze department process and capabilities and help make recommendations priority, improvements and technology selection Implement IT carrier path,5 -year development plan, Training schedule and cross training Disagree. Use training plan and strategic hiring to remove single points of failure and shift commodity 1 and 2 level help desk support to an external vendor 5. Finding: As new technologies Recommendation: Utilize Challenge Area: By retaining IT and processes develop, the new technology initiatives Insufficient Capacity to Infrastructure and DBA current IT staff are limited in and implementation as an Fulfill Mission core work we are their technical skills due to a opportunity to develop IT allowed to provide the lack of formal training. staff and advance their right opportunities for technical skill sets and knowledge transfer and knowledge base. backup Fresh Service ITIL ITSM customer portal customer request module persona based ITSM 161 Recommendation: Challenge Area: As part of our technology 1. Finding: The IT Department's Restructure the purchase Customer Service and services planned process of purchasing, request process. Support computing refresh configuring, and delivering strategy we will source services to employees is our refresh capability to inefficient and oftentimes a lessor for fulfillment expensive. including providing the services of: maintenance of equipment, imaging for a city golden copy Fresh Service ITIL ITSM customer portal customer request module persona based ITSM 161