ProgramActivityCore LevelCommitment
Information TechnologyAccountability & Strategic PlanningTraditionalCompletion of Performance Measures, Service Delivery Plans and Strategic Projects on time. Quarterly reporting submissions. Participation in organizational assessments when scheduled. 
Information TechnologyAfter-Hours / On-Call ServicesEssentialAcknowledge​ applicable calls consistently. Start high priority calls within the hour of initial request. Maintain on call schedule and update after hours service with any changes.​​​​​​
Information TechnologyApplication DevelopmentTraditionalDeliver 85% of in-house applications on schedule and within scope identified on the project charter. In-house application development addresses those business solution needs that are not available or not cost-beneficial to be purchased outside.
Information TechnologyApplication ServicesEssentialComplete service tickets (including enhancements, break/fix, SharePoint updates, etc.) based on internal priority services levels. Complete at 90% for both time commitment and user satisfaction.
Information TechnologyAuction/DisposalTraditionalAs items come in for decommissioning, list technology items for disposal through the 24/7 Public Surplus online auction site within 30 business days of decommissioning and coordinate winner pick up. If items do not receive auction bids within two auction cycles they will be sent to electronic recycling. Asset disposal forms will be completed as needed for asset management.
Information TechnologyBudget ManagementEssentialMonitor expenditure activity to ensure year-end expenditures are within 1% of the planned budget and that all expenditures are made within the Interdepartmental Purchasing and Contracting Authority Policy (PU 101) and state law.
Information TechnologyContract ManagementTraditionalMaintain all contracts and remain within 1% of approved budget. Receipt invoices within one business day, according to Interdepartmental Accounts Payable Policy (AC 101).
Information TechnologyChange ManagementTraditionalControl the lifecycle of changes across all production systems with the responsible parties involved in the change process. The Change Advisory Board will meet on a weekly basis with the parties involved to reach an approval on all proposed changes.
Information TechnologyCommunication AdministrationTraditionalEnsure uninterrupted communications services citywide; internet, telecommunications, wireless, long distance, fiber and manage contract administration on a 24/7 basis. A monitoring service will send out notifications on instances of network items being offline or operating at a reduced efficiency for action. Target for 90% network availability on an annual basis.
Information TechnologyData StorageEssentialProvide users with data storage and maintain Citywide data storage. Technicians replace storage devices older than four years as per Interdepartmental Policy Internal Service Fund - Technology Equipment Replacement (IT 101). Maintain storage availability for criminal evidence where appropriate. Maintain storage space in order to provide for daily, weekly, monthly, and yearly backups.
Information TechnologyBackupEssentialMaintain daily, weekly, monthly, and yearly backups for the ability to recover stored data if lost. The backup tapes will be stored in a geographically different location for disaster recovery. The server infrastructure will be duplicated to another site for fast recovery times.
Information TechnologyDepartment/Office Administrative FunctionsTraditionalEnsure the department is in compliance with existing City Council ordinances and City policies. Lead/support departmental or city-wide projects and processes.
Information TechnologyGeographic Information Systems (GIS) AdministrationTraditionalMaintain and create spatial data, Geographic Information Systems (GIS) consulting services and problem solving, data visualization and analytics, system automation, map application integration and training. Where applicable, engage fiscally responsible support services to coordinate and assist departments with complex problem and issue resolution.
Information TechnologyGeographic Information Systems (GIS) ServicesTraditionalComplete 90% service tickets (including map requests, large format printing, layer updates, web applications updates, web maps development and updates, user account maintenance, projects ) based on internal Priority service levels. Complete at 90% for both time commitment and user satisfaction based on reporting from the City's help desk ticket management system and results of user surveys.
Information TechnologyInventoryTraditionalComplete annual inventory of IT items within applicable software throughout the City. Maintain asset management throughout IT and change user/device inventory as needed.
Information TechnologyIT Strategic PlanTraditionalUpdate the IT Strategic Plan at minimum every five calendar years with the support of an outside consultant, based on funding availability. Between consultant cycles, modify and change current plan as technology changes.
Information TechnologyNetwork OperationsEssentialMaintain 90% network availability through a monitoring service that will verify network connections on a 24/7 basis. The monitoring service will send out notifications on instances of network components being offline or operating at a reduced level of efficiency in order to respond accordingly.
Information TechnologyOperations ServicesTraditionalConsult and provide innovative backend solutions to internal customers based on internal service level commitments and with project management and expert involvement, when applicable.
Information TechnologyPersonnel ManagementEssentialManagement of all personnel related functions such as non-required staff training, employee relations, new employee recruitment, timely processing of timesheets, and personnel actions. This includes emergency conditions situations that require employees to fulfill their individual responsibilities to maintain and restore essential City services. ​
Information TechnologyProject Management ServicesTraditionalPractice project management discipline enforcing standards and practices that advance the probability of completing 85% of technology projects on time, fulfilling scope, within budget annually. Track the annual portfolio in a Project Management System (PMS).
Information TechnologySecurity AdministrationMandatoryMaintain up to date security monitoring and reporting done on a daily basis and the City's vendor is notified to sustain 100% threat deterrence. The City is Criminal Justice Information Service compliant through active intrusion prevention systems that are maintained on a daily basis for proactive mitigation.
Information TechnologySoftware Maintenance & LicensesEssentialSustain citywide software services at the applicable versions and renew annual licenses in a timely manner based on funding availability to maintain continuous software service to the internal organization.
Information TechnologySystem AdministrationEssentialManage daily operations tickets at 85% of internal service levels for the City's internal information technology functions to facilitate City services within a reasonable expectation of availability and accessibility.
Information TechnologyTech Replacement AdministrationTraditionalAnalyze Information Technology (IT) inventory equipment, both on the replacement year, or, if needed, replace earlier than scheduled, per policy, to meet service level requirements. Procure, configure and deploy approved technology replacement devices within the fiscal year. Maintain documentation for asset management.
Information TechnologyTelecom ServiceTraditionalComplete 85% service tickets (including configuration/troubleshooting of telephone/voicemail/extension/fax/ivr/cable, call flow/routing, call reporting) based on internal priority service levels for both time commitment and user satisfaction.
Information TechnologyUser ServicesTraditionalComplete 85% of service tickets (including issues/question resolution-hardware and software, procurement-hardware and software, user account updates ) based on internal priority service levels for both time commitment and user satisfaction.  Where applicable, engage fiscally responsible support services to coordinate and assist departments with complex problem and issue resolution. Maintain user satisfaction department wide for all Service Level Agreements (SLA) at 85% or greater based on user surveys.
Information TechnologyUser Services AdministrationTraditionalMaintain internal user services administration, create policies and documentation to ensure quality of service to the organization in order to better serve the citizens. Perform quality assurance/quality checks (QA/QC) as needed and when problems arise.
Information TechnologyWireless CommunicationEssentialProvide a stable and reliable wireless infrastructure to support the Intelligent Transportation System (ITS), Supervisory Control and Data Acquisition (SCADA), Public Safety and Utility communication network per internal service levels.
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