IT Service Catalog FY 20-21

Service Catalog F Y 2 0 2 0 - 2 0 2 1 I N F O R M A T I O N T E C H N O L O G Y

Introduction............................................................................2 Operational Organization Chart......................................3 Roadmap for IT Strategic Plan..........................................4 Our Service and Our Goals................................................5 IT Satisfaction Survey Results...........................................6 Administrative Services Open Data Program.............................................................7 IT Cyber Security...................................................................8 Infrastructure and Operations Digital Faxing Service....................................................... 10 Digital Signage. .................................................................. 11 E-mail Service...................................................................... 12 Enterprise Server Support.............................................. 13 Franchise & Right-of-Way Management Service.... 14 IP Video Surveillance. ....................................................... 15 Leasing Technology Service........................................... 16 Mobile Devices................................................................... 17 Network Access.................................................................. 18 Online Billing Review For Lease Charges.................. 19 Password Self-Service Tool............................................. 20 Service Desk......................................................................... 21

Spam Quarantine Service............................................... 22 Storage Area Network...................................................... 23 Structured Cabling Service............................................. 24 Telecom/VOIP...................................................................... 25 Enterprise Solutions Project Management Service........................................ 27 Web Services....................................................................... 28 Computer Operations...................................................... 29 Custom Software Development................................... 30 Enterprise Asset Management...................................... 31 Enterprise Resource Planning....................................... 32 Geographic Information Systems................................ 34 Appendix Appendix A: Fee Schedule.............................................. 35 Appendix B: Wireless Locations.................................... 37 Appendix C: Severity Level Definitions...................... 39 Appendix D: IT Policies..................................................... 39 Appendix E: Supported Applications......................... 40 Appendix F: How To Section.......................................... 47

Supporting Greensboro's Smart City Goals  Information Technology

The Information Technology Department provides the techn logy platform that supports the day-to-day operations of the City of Greensboro.  Our staff of 46 IT employees are responsible for maintaini g, upgrading, an supporting a vast network of computers, data, and enterprise systems that facilitate the delivery of City services to the residents of Greensboro. 

OUR VISION

OUR MISSION

To be a technology leader and catalyst for innovation in the delivery of services for the City of Greensboro.

We are committed to empowering stakeholders and facilitating effective communication, collaboration, and service delivery. We maintain a customer focus, foster strategic partnerships, and provide a stable, secure, and connected technology infrastructure.

1 I T S E R V I C E C A T A L O G • F Y 2 0 2 0 - 2 0 2 1 OUR SERVICE

I N T R O D U C T I O N

FY20-21 is shaping up like no other year in our history. At this time, the full extent of COVID-19’s impact on our lives, the economy, and the enterprise is not yet known. But already, it has become an extraordinary catalyst for change. The need for innovation is greater than ever, driven by new challenges that are more disruptive than we have ever faced. In light of this new reality and new imperative, we are revisiting the way we deliver technology and provide services across the organization. Many of the changes we are making now will have lasting effects on the way we do business in the post- COVID world.

The COVID-19 pandemic has accelerated our adoption of several key technology trends. Remote work has been enabled by technology. We added capacity to our virtual private network (VPN) to support the remote workforce. Cloud services are being adopted to provide virtual meeting and collaboration tools. These technologies have allowed people to work from home thus preventing the spread of the virus. COVID-19 has demonstrated the importance of digital readiness. Technology is such a vital component in all of our lives that our capability to conduct business using advanced technological means will only continue to grow. The City of Greensboro will deliver more services digitally and efficiently. Data will inform decisions that will benefit our residents and support economic growth. We will embrace innovation to address our current and future challenges. And, we will be a technology leader in our state. The IT Department is committed to providing the technology foundation that supports our city departments and the delivery of services to our community.

Jane Nickles, CIO Information Technology Department City of Greensboro Phone: 336-373-2314

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Organization Chart O P E R A T I O N A L

InformaƟon Technology CIO Jane Nickles

HR Business Partner Kiran Purswani

Deputy CIO Infrastructure & Ops Rodney Roberts

Deputy CIO Enterprise SoluƟons Chryste Hofer

ApplicaƟon Services Manager David Pither- PaƩerson

Enterprise Resource Planning Manager Ja’Tia Thompson

Cyber Security and Compliance Manager Tasha Swann Holsey

Web Architect April Craddock

Franchise Manager John Gribble

Chief Data Officer Roberto Caballero

Network Services Manager Sylvia Suriani

Telecom/ VOIP Manager Gerrad Biffle

IT Project Manager Doug Hanks

GIS and Special Projects Manager Steven AvereƩ

Service Desk Manager Kathy Goodwin

Infor System & Security

Cyber Security Analyst Termaine Dumas

SoŌware Engineer III / SharePoint Lead Yao Lee

Infor EAM Database Admin Chris Evans

Service Desk Analyst Ayo Adeniyi

Cloud Sys Admin Tommy Booth

IT OPERATIONS

Telecom Tech David Hayes

Admin Jimmy Johnson

Cyber Security On Staff

Operator II Ardell AusƟn

Sr. Network Sys Admin Nicholas Brown

Service Desk Analyst Phil Gibbs

Mobile Device Tech Elizabeth Carter

SoŌware Engineer III

Consultant Naser Yasin

Infor EAM Database Admin Keith Watkins

ERP Analyst Ethan Englehorn

Jeramiah Simmons

Service Desk Analyst Reese Royal

Network System Admin Vacant

Operator II Vernell Holt

SoŌware Engineer III Cory Henderlite

ERP Kronos Analyst Misty Harris

Sr. App Developer Skip Daniels

Service Desk Analyst Brandy Price

Network System Admin PJ Mrsic

Operator II Soon Lyle

SoŌware Engineer III Vacant

ERP Kronos Consultant Karen Bowen

GIS Analyst Todd Hayes

Work Mgmt Tech Bridget Thornton

Sr. Network Engineer Mack Thompson Sr. Network Engineer Johnathon Davis

SoŌware Engineer III Vacant

GIS Analyst Chris Freeman

Service Desk Analyst Roster

SoŌware Engineer On Staff Consultant Taras Yakubiv

Amanda Dickson

Service Desk Analyst Roster ChrisƟan HuƩo

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OUR SERVICE

Desktop & Mobile Support

Network

Enterprise Applications Cyber Security

2,277 VOIP Phones 1,837 Desktop Computers

200 Miles of Fiber 300 Enterprise Servers 230 Terra bytes of Data

200 On Premise Apps & Systems

ISO 27001 Certified End Point Protection CyberSecurity Awareness Training PCI Compliance Security Audits Third Party Security Assesments Phishing Tests DarkWeb Monitoring Risk Detection &Mitigation

1,326 Laptops 809 Cameras 800 Cellular Devices 290 Printers 150 Mobile Devices

Lawson/Infor Cloud Support Enterprise Asset Management for 600,000 City Assets Over 400 GIS Map Layers Website Design & Development API & Interface Development 100 Enterprise Databases 

225Wireless Access Points 10 - 40 Gigabit Network Hub Sites 300 Routers & Switches 659 IP Surveillance Cameras 4 Digital Signs

Vulnerability Scans

Our Goals

80 %

76 %

Overall 

Service Desk

Customer Satisfaction

100 City Facilities Connected by High Speed Fiber Network

Goal: Maintain Infrastructure  99.8%Network Up Time

Goal: Exceptional Customer Service

Supporting Technology for 4,000 City Employees

Open Data &Open Budget

Top 10Digital City Ranking  Since 2014

Goal: Transparency & Accountability

Goal: Economic Development

Smart cities use data and technology to create efficiencies, improve

I T S A T I S F A C T I O N S U R V E Y R E S U L T S • F Y 2 0 1 9 - 2 0 2 0

75 % 74 %

67 % 74 %

Satisfaction

Importance

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I N F O R M A T I O N T E C H N O L O G Y A D M I N I S T R A T I V E S E R V I C E S Open Data Program

INCLUDES: • Maintenance of Open Data Portal • Departmental coordination • Point of contact beyond the organization • Creation of data inventories • Data governance requirements • Creation of new datasets • Prioritization of dataset release • Data automation • Coding and department report writing • Procedural • Data quality optimization • Availability to download datasets • Integration documentation and digitization

Greensboro’s Open Data Program is intended to increase community engagement, economic well-being, internal data sharing, data-driven decision-making, and government transparency. The Chief Data Officer helps define and executes the vision of the open data program, sets priorities, outlines policies, manages departmental participation, and coordinates the open data program’s technical systems and organizational processes.

How do we charge? Included in monthly Network charge (Appendix A)

Major cost drivers • Large datasets

• Creator accounts • Project lead times • Business need or organizational requirements • Licensing/maintenance costs • Development time • PPI regulations and compliance at state and federal levels • Cost within associated organizational system, e.g. ArcGIS Online (AGOL), Fresh Service, Perceptive Content, Crystal Reports, etc.

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

and support of document management systems

Contact: Roberto Caballero Chief Data Officer 336-373-4398

FACT:

Tips for using this service

Our Open Data Program was launched in 2016. The Chief Data Officer position was created for the first time and our CDO started in January of 2020.

For the fastest service, internal City employees may enter a Service Request by visiting https://itsupport.greensboro-nc.gov/support/catalog/items and selecting the Data Officer Request category. If you need to provide a point of contact for our Data program outside the organization, the Chief Data Officer may be contacted at roberto.caballero@greensboro-nc.gov or by phone.

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I N F O R M A T I O N T E C H N O L O G Y A D M I N I S T R A T I V E S E R V I C E S

IT Cyber Security IT Cyber Security develops and implements information security controls to protect the confidentiality, integrity, and availability of City of Greensboro systems and information and ensures compliance with data privacy laws and industry regulations. In addition, IT Cyber Security develops and implements frameworks for categorizing data collected, stored, and managed by the City of Greensboro, and securing this data from risks including unauthorized access, modification, disclosure and use.

INCLUDES: • Risk assessments • Cyber security awareness and training • Vulnerability management • Forensics analysis • Cyber security incident management • Security monitoring and analysis • Audits and compliance • Intrusion detection and prevention • Dark web monitoring • 3rd party vendor assessments • User provisioning • Access permissions • eDiscovery • Social media archiving

How do we charge? Included in monthly Network charge (Appendix A) Major cost drivers • Vulnerabilities • Cyber Security Threats • Cyber Security Risks • Business Need or Organizational Requirements • Malware • Ransomware • HIPPA Compliance • PCI Compliance • ISO 27001 Compliance What should you expect? Service availability: 8 am - 5 pm, Monday - Friday

SERVICE DESK LINES Main Support Line

336-373-2322 Public Safety IT 336-373-3375 GM-911 Support 336-373-4350

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

Tasha Swann Holsey Cyber Security & Compliance Manager 336-335-5686

FACT:

How can you help?

The Cyber Security Team strives to protect employees against scams and phishing attacks. Over the past year, we have identified and stopped over 11K phishing attacks intended to compromise employees’ credentials and steal confidential information.

1. Never click links or open attachments in emails from people or businesses you do not recognize. 2. Never click on links inside email attachments. Hackers hide their malicious links inside PDF or Word documents to try to bypass our security controls. 3. Check to make sure the company that sent the email is legitimate – always check the sender’s email address to ensure that it belongs to a legitimate business. 4. Always hover over links in emails to see if the link points to a legitimate website. 5. Use www.virustotal.com to check links in emails and ensure they are legitimate. 6. If you did happen to click on a link or an attachment within a phishing email, please contact the Cyber Security Team or your designated support area immediately to take precautionary measures to disinfect your system and limit the impact on the City’s network.

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I N F R A S T R U C T U R E A N D O P E R AT I O N S

Infrastructure and Operations comprised of four sections. The Service Desk Division, responsible for leasing and deployment functions, which involve procuring, configuring, and supporting computers. The Network Services Division, responsible for overseeing network equipment, storage, internet access, and device availability. The Telecommunications Division, responsible for the configuration and deployment of telecom equipment, including desktop and mobile phones, and security camera deployments. The Franchise & Right-of-Way Management section, responsible for the management of telecommunication franchise agreements, vendor management, negotiations, and private right-of-way use for fiber optic cabling. Under the ever-changing climate, each section has made innovative changes to impact the enterprise. By extending leases by one year, the Service Desk division has implemented a process that reduces monthly lease costs to departments while enabling more staff to access laptops, promoting remote work. The Telecommunications division has introduced a new service that will allow you to answer calls directed to your city number through your laptop computer. In addition to this, they have begun to install new cloud-enabled security cameras with the ability to be viewed from mobile devices. The Network Operations division has introduced ways to supplement traditional face to face communications. Once having regular meetings was no longer the first option for getting work done. The division quickly introduced services like Microsoft Teams, Office 365, and Zoom, transitioning to digital communications for internal and external teams. Verizon recently selected Greensboro as one of the first cities to deploy 5G, which is directly attributed to the work of franchise Management. A focused deployment of new 5G towers in Downtown Greensboro, extending to the Southeast, will give our residents new options to receive the bandwidth needed for remote work and learning. Interacting with customers, resolving support issues, establishing credibility, nurturing relationships, and becoming a conduit for technological advancements are the goals behind Infrastructure and Operations’ approach to customer service.

Rodney Roberts Deputy CIO Infrastructure and Operations 336-412-6158

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Digital Faxing Service RightFax is a utility that allows the sending, receiving, and processing of faxes from desktop computers via a web client. This replaces all traditional analog faxing operations on campus.

INCLUDES:

• Tiered

F @ X

administration (optional)

• Inbound and

outbound faxing

How do we charge? Included in monthly Network charge (Appendix A)

• Email integration

Major cost drivers • Number of fax numbers in use • Hardware acquisition • Number of active user accounts • Hardware support • Systems administration • Maintenance

• Centralized

hardware cost

• Departmental / Division Customization

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

Contact: Sylvia Suriani Network Services Manager 336-373-2200

Did you know the IT Department offers a way to fax documents online? You no longer have to wait by your fax machine for a fax to arrive or for a confirmation that it was sent. Instead, incoming faxes can go directly to an inbox, and outgoing faxes are sent online all from your computer. For outgoing faxes, send an email to (insertfaxnumberhere@cogfax.org) For more information, contact the IT Service Desk at 336-373-2322 and ask about RightFax. How can you help?

In 2019, roughly half of the 23 city departments continued to need fax services. FACT:

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Digital Signage Digital signage is a specialized form of content delivery in which video or multimedia content is displayed in public places for informational and/or advertising purposes.

INCLUDES: • Software required to display user provided content on TV/Monitor • Department is responsible for providing CPU, TV or monitor • Limited training on Content Manager software to create signage. Additional training is available through FourWinds Interactive, Inc.

How do we charge? Dynamic Content Player License - $1,450 per year with a minimum 3-year commitment

Required equipment? Lenovo M73 (leased or purchased) and a television display.

What should you expect? Service availability: Digital sign should be available 24/7 or during normal

business hours for that particular Department 99% of troubles/issues repaired or completed within 3-5 business days Turnaround time from initial request is approximately 6 weeks for equipment procurement. Five business days once equipment arrives on-site to setup content player.

RESPONSE TIME Priority Time Critical 1 Day High 1-3 Days Medium 3-5 Days Low 5 Days

Contact: Gerrad Biffle Telecommunications Manager 336-373-2333

Employee engagement rises by 25% when digital signage is present. FACT:

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

E-mail Service Electronic messaging provides worldwide connectivity within and outside the organization. It refers to the ability to send, receive, and store email.

INCLUDES:

• Spam Filter

• Calendaring

• 1.2 GB Storage

How do we charge? Included in monthly Network charge (Appendix A)

• Virus Protection

Major cost drivers • Number of accounts in use • Hardware support • Operations and engineering support

• Archiving

• RightFax Service

• Spam control • Maintenance • Storage management • Mobile device management • Email archiving

• Sync email to

mobile devices

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

• Web Mail

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

Contact: Sylvia Suriani Network Services Manager 336-373-2200

How can you help?

1. Purge or archive e-mails every month 2. Refrain from forwarding large files to multiple users; instead, use shared storage drives 3. Do not attach graphics or backgrounds to your email signature, this requires additional storage space

FACT:

Did you know the average city employee sent just under 600 emails during 2018?

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Enterprise Server Support A server is a device on the network that manages network resources. For example a print server is a computer that manages one or more printers and an application server is a computer that manages one or more software applications. A database server is a computer that processes database queries.

INCLUDES: • Application hosting for enterprise systems • SQL Server database hosting for enterprise databases • Windows and AIX server support • Virtual Server support • XenApp support • Disaster Recovery for enterprise systems • SharePoint systems and support

How do we charge? Included in monthly Network charge (Appendix A) Major cost drivers • Licensing • Hardware acquisition • Hardware support • Operations and engineering support • Maintenance What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

Contact: Sylvia Suriani Network Services Manager 336-373-2200

FACT:

IT defines a server as a computer used to host applications like email, web, and instant messaging.

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I N F O R M A T I O N T E C H N O L O G Y A D M I N I S T R A T I V E S E R V I C E S

Franchise & Right-of-Way Management Service Management of telecommunication franchise agreements, cell tower negotiations, and private right-of-way use for fiber optic cabling.

INCLUDES: • Negotiation with Government Affairs Directors for telecommunication franchise agreements • Prepare business telecommunication negotiate cellular equipment agreements and equipment change agreements for city towers and water tanks • Oversee maintenance inspections and repair of City cell towers • Work with cable providers to resolve internal and resident complaints • Oversight of Small Cell deployment for businesses and residents; 5G capabilities encroachments for City Council approval • Manage and

How do we charge? • Fee for occupation of telecommunication encroachments and telecommunication franchisees is received through quarterly installments from the State of North Carolina’s telecommunication tax • Cell tower and water tank use by cellular companies is minimum of $30,000 per year for new co-location agreements Major cost drivers • Revenue is collected from the State of North Carolina’s shared taxes. The State of North Carolina taxes these companies at a rate of 3.22% of gross receipts, over and above the regular state sales tax, and shares with each City an amount equal to 3% of receipts on the sales of services within the City’s boundaries • Benchmarked with municipalities to determine cost for cellular companies to co-locate on City cell towers and water tanks

What should you expect? Service availability: 8 am - 5 pm, Monday - Friday

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 1 Day Low 2 Days

Contact: John Gribble Franchise & Right-of-Way Manager 336-373-2464

We are working with NC A&T and UNCG to plan and approve the expansion of their fiber optic networks. FACT:

How can you help?

1. Call 336-373-2464 when there is a resident concern that needs resolution

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

IP Video Surveillance IP Video Surveillance provides access to real-time or archived video at any time from any network location, allowing remote monitoring, investigation, and incident response by security staff, law enforcement or approved City of Greensboro personnel.

INCLUDES:

BASIC SERVICES

• Real-time video monitoring • 30-day archived video

How do we charge? $15 per month per camera maintenance fee. This fee pays for video storage and any needed or required maintenance. What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled with every effort to reduce negative impact to the organization) 99% of IP Surveillance troubles/issues repaired or completed within 5 days

• User based restrictions

• End-user training

RESPONSE TIME Priority Time Critical 2 Days High 3 Days Medium 5 Days Low 10 Days

Contact: Gerrad Biffle Telecommunications Manager 336-373-2333

There are estimated to be 770 million surveillance cameras in use today. FACT:

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Leasing Technology Service Leasing provides the opportunity to refresh our technology, remain cost effective, and budget conscious. Leasing Technology staff can be reached at 336-373-7938.

INCLUDES:

ID No. 000000000

• Equipment recommendations based on job duties, functions, and requirements

The City of Greensboro currently has over 3,000 computers that are comprised of almost 48% laptops. During the COVID-19 pandemic, we provisioned 30 extra laptops to make sure users needing to work remotely were able to do so. Nearby municipalities were not able to meet the need to telecommute during that same two month period. How do we charge? Equipment lease charges are based on a 48-month lease depending on equipment type (Appendix A)

• Online ordering form

• Software

compatibility is checked and the technicians ensure the software is properly licensed and in compliance consulting at the time of deployment • 48 hrs of technical service after • Technical

RESPONSE TIME Within 24 Hours Approval of Lease Request Within 30 Days of Delivery Computer Deployed 48 Hours of Rollout Support For issues and concerns on a new deployment

Major cost drivers • Equipment upgrades • Equipment availability

• Dual Monitors and larger monitors • Not returning equipment on time • Equipment damage not being reported by user • Being budget conscious

the computer is deployed to end- user

What should you expect? Service availability: 8 am - 5 pm, Monday - Friday

Contact: Kathy Goodwin Service Desk Manager 336-373-2828

How can you help?

1. Technology liaisons working with the end-user to ensure that the proper equipment is requested. 2. End users should work with Leasing and Deployment staff to ensure the computer is built and deployed in a timely manner. Timing is based on end-user availability and software to be installed.

Over the last 18 months, we have approved over 900 lease orders collectively for the organization. FACT:

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Mobile Devices A mobile device is a handheld tablet or smartphone that is made for portability, and is therefore both compact and lightweight. This also includes mobile air cards and/or jet pack type devices.

INCLUDES:

ENHANCED SERVICES • Cell phones / Smartphone support for • City devices • Mobile air cards/ hotspots for laptops • Cell phone stipend management (Appendix X) • Support for iPads and Tablets

How do we charge? Monthly charge based on cell phone carrier rates. Major cost drivers • Type of device selected (hardware acquisition) • Hardware support • Operations and engineering support

Available Loaner Equipment • Personal Wi-Fi jetpacks • Various phone charging accessories

RESPONSE TIME Priority Time Critical 4 Hours High Same Day Medium 3 Days Low 5 Days

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours) 96% of phones installed within 5 days once equipment is received 96% of phone repairs complete within 3 days of being received

Contact: Gerrad Biffle Telecommunications Manager 336-373-2333

FACT:

Martin Cooper of Motorola demonstrated the very first cell phone in New York in 1973.

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Network Access A network is a collection of computers and devices connected to each other. The network allows computers to communicate with each other and share resources and information.

INCLUDES:

• Network

connectivity for PCs, laptops, printers, VOIP phones, mobile devices and

How do we charge? Included in monthly Network charge (Appendix A) Major cost drivers • Number of network devices in use • Hardware acquisition • Hardware support • Operations and engineering support • Maintenance • Internet filtering • Bandwidth What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

enterprise storage • Wireless access in designated areas (Appendix B - Wireless Locations)

• Remote access • Network

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

connectivity for building automation and card swipe systems • Network connectivity for surveillance cameras • Network account management services • Internet access • Network cabling (additional charges may apply) • Fiber optic cabling (additional charges may apply)

Contact: Sylvia Suriani Network Services Manager 336-373-2200

How can you help?

1. Limit the number of devices connected to the network. Fewer devices such as network printers will reduce the amount of network equipment required. 2. Use fewer network ports by connecting your PC to your VOIP phone 3. Limit your access to streaming video to reduce the usage of network bandwidth.

FACT:

Did you know there are more business applications accessed across enterprise networks than on local computers?

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Online Billing Review (OBR) for Lease Charges Online Billing Review (OBR) for active leases refers to the process of reviewing and analyzing lease bills against any billing guidelines, service level agreements, and other generally accepted standards. OBR plays a vital role in spend management through the review and analysis.

$

INCLUDES:

• Integration of billing systems

• Historical billing

• Centralized accounting

• Administrative reporting • Development and system maintenance

How do we charge? Included in monthly Network charge (Appendix A)

Major cost drivers • Number of active leases • Hardware acquisition • Number of active user accounts • Hardware support • Systems administration • Maintenance

RESPONSE TIME Priority Time Urgent 4 Hours High Same Day Medium 3 Days Low 5 Days

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

Contact: Kathy Goodwin Service Desk Manager 336-373-2828

How can you help?

Did you recently receive a newly leased computer and realize you left files you needed on your old computer? Don’t worry! The IT Department keeps backups of all computers for 90 days after their return which provides access to files not transferred at the time of the exchange.

FACT:

The average city department is responsible for $30,000 monthly in equipment fees.

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Password Self-Service Tool The Password Self-Service application helps organizations implement and monitor a customizable self-service or service-desk process for unlocking accounts, resetting, and changing passwords on the local network. Subscribing to the Password Reset service provides the ability to reset passwords more quickly than entering a call to the service desk.

INCLUDES:

***

• Mobile device access

• Tiered

administration (optional)

• Text notification

• Remote password management

How do we charge? Included in monthly Network charge (Appendix A)

• User enabled

Major cost drivers • Number of active user accounts • Hardware support • Systems administration • Maintenance • Security testing

account unlock

RESPONSE TIME Priority Time Urgent 4 Hours High Same Day Medium 3 Days Low 5 Days

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

Contact: Kathy Goodwin Service Desk Manager 336-373-2828

How can you help?

Create a “Self-Service Password Reset” account today so that you will never be locked out again. Registering your account at: https://reset.greensboro-nc.gov Serves as a backup system if you ever get locked out or can’t remember your password. Follow these steps and you will never have to worry about calling 2322 to reset your password.

FACT:

Since the beginning of March 2020,

there have been an average of 34 password resets per month

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Service Desk The Service Desk is an information and assistance resource that troubleshoots problems with computers, printers, and similar products. Desktop Support can be requested by calling the Service Desk line or by entering a Service Desk request via FreshService located on CityNet. Select Request Service and choose your category.

INCLUDES:

TIER I SERVICE • 24x7 Service Desk call in support • Desktop Support can be requested by placing a ticket into FreshService • Laptop support for IT standard Laptops • Network printer support • Application support for standard image • Virus and malware protection • Virtual desktop support • Technical consulting • After hours emergency call in support • Coordinate technology training • Refer to IT

How do we charge? Tier I service: Included in monthly Service Desk charges (Appendix A) Tier II service: Fixed price per computer technician per year (Appendix A)

Major cost drivers • Software licenses • Number of calls • Time spent to resolve issue • Non-return of loaner equipment Available Loaner Equipment • Laptops (We have provisioned 30 extra laptops for loaners)

SERVICE DESK LINES Main Support Line

336-373-2322 Public Safety IT 336-373-3375 GM-911 Support 336-373-4350

What should you expect? Service availability: 8 am - 5 pm, Monday - Friday

RESPONSE TIME Priority Time Urgent 2 Hours High Same Day Medium 2 Days Low 3 Days

loaner policy for applicable rates

Contact: Kathy Goodwin Service Desk Manager 336-373-2828

Since the end of February 2020, there have been close to 2000 tickets placed in FreshService. FACT:

Tips for using this service

1. Enter the Service Desk request online. Go to Fresh Service , select Request Service, and choose your category 2. Read FAQs on our webpage.

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Spam Quarantine Service The IronPort Spam Quarantine program is an effective means to filter away most of the SPAM received based on a multiple detection mechanism including those which are difficult to detect by our existing antispam system.

INCLUDES:

SPAM

• Customized block list

• Email

categorization

How do we charge? Included in monthly Network charge (Appendix A) Major cost drivers • Hardware acquisition • Hardware support • Operations and engineering support • Maintenance • Internet filtering • Bandwidth • System administration What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

• Centralized

management

• Weekly Spam Quarantine Notification

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

Contact: Sylvia Suriani Network Services Manager 336-373-2200

How can you help?

Did you know the IT Department is rolling out dedicated spam quarantines for each employee? Items labeled as marketing, bulk, spam, or suspicious will be placed in this folder. Each Monday morning, employees will receive a weekly digest of items in his/her spam quarantine. These items will automatically be cleaned out of this folder every 30 days. Employees can view their spam folder at any time by going to the Cisco Spam Quarantine website: https://sma.greensboronc.org

FACT:

SPAM or“junk mail” is unsolicited, bulk marketing often from commercial entities.

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Storage Area Network A storage area network (SAN) is an architecture that allows computers and servers to attach to remote data storage.

INCLUDES:

• 10 GB storage on U: drive

How do we charge? Included in monthly Network charge (Appendix A) Major cost drivers • Storage management • Hardware acquisition • Hardware support • Operations and engineering support • Maintenance What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

• Storage for Department Shared Folders

• Storage for Department Folders

• Data backup and recovery services

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

• Directory services

• Data archiving services

Contact: Sylvia Suriani Network Services Manager 336-373-2200

How can you help?

1. Purge unnecessary data from U: drive and department folders. 2. Save shared documents in department folders. Do not keep multiple copies.

FACT:

SAN refers to the centralized storage of your information, and allows you access from multiple locations not just from your office.

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Structured Cabling Service Structured Cabling Services offers customers convenient access to structured cabling installation, design, and project management. Cabling infrastructures provided with this service enable the transport of data, voice, and video over various copper and fiber optic media for government organizations, ranging from typical office/ cubicle environments to data centers to interconnection of buildings in campus environments.

INCLUDES:

• Office

reconfigurations

• Construction services

• Building

Interconnections

• Outside plant installation

How do we charge? Requesting department pays a percentage of the installation based on total construction cost.

• Service restoration

• Interactive conference rooms and other meeting places

RESPONSE TIME Priority Time Critical Same Day High 3 Days Medium 5 Days Low 30 Days

Major cost drivers • Number of connections requested • Hardware infrastructure capacity • Distance to existing equipment

What should you expect? Service availability: 7 am - 4 pm, Monday - Friday

Contact: Sylvia Suriani Network Services Manager 336-373-2200

Fiber-optic networks refers to data being passed through a glass with the thickness of a human hair! FACT:

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I N F R A S T R U C T U R E A N D O P E R A T I O N S

Telecom/VOIP Voice over Internet Protocol (VoIP) is a general term for a family of transmission technologies for delivery of voice communications over IP networks such as the Internet.

INCLUDES:

BASIC SERVICES • Inbound and outbound calls • Audio- conferencing

How do we charge? Basic services: Fixed price per month (Appendix A) Major cost drivers • Number of devices in use • Hardware acquisition • Hardware support • Operations and engineering support

• Voice mail • Emergency responder

• Single line phone • Multi line phone • Multi line phone with voicemail • Add-on module • Analog (fax, modems, TTY, etc) • Panic Button Installation

RESPONSE TIME Priority Time Critical 4 Hours High Same Day Medium 3 Days Low 5 Days

Available Loaner Equipment • International phone • Conference Phone

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours) 96% of phones installed within 5 days 96% of phone repairs complete within 3 days

Contact: Gerrad Biffle Telecommunications Manager 336-373-2333

1. Limit your long distance calls. Additional fees are charged for long distance. 2. Enter a Service Desk ticket online to have unused phones picked up and taken off your account. How can you help?

City employees made 2.5 million internal calls last year. FACT:

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E N T E R P R I S E S O L U T I O N S

FY20-21 is on tap to be an exciting year for the Enterprise Solution Divisions, which includes GIS, Application Development, ERP, Web Development and Project Management. EFFICIENCY is our theme for the coming year. Each division has projects underway that substantially affect the software user experience. Some of these projects will continue to span into FY22, and all of the projects will create a better usability experience and expose information in a way that allows better data driven decision-making. Software advancements create an intuitive experience where software functions more like we naturally think and when you couple that with automation, the user can focus on creating better data, reporting, and transactional efficiency. Steve Averett and the GIS team are migrating the Esri platform to ArcGIS Enterprise . The previous Esri platform has been in place for more than 20 years, so this is a major step forward. As part of this migration, GIS will begin to move away from expensive desktop software that can be unwieldy to use and has limitations through VPN. Work management will partly move to Esri’s SaaS environment, ArcGIS Online. This will allow users to prioritize the use of map services, web maps, mobile computing, dashboards, and story maps as a means to share, review, and analyze data. More advanced users will migrate to ArcGIS Pro, Esri’s replacement for the ArcGIS desktop. Combined with Esri’s ability to manage and analyze “Internet of Things (IOT)” data and non-GIS related data, the City now has the platform it needs to evolve into a Smart City and provide a higher level of service and efficiency to its partners and customers. David Pither-Patterson and the software engineers on our Application Development team are transforming legacy code and interfaces into a Service Oriented Architecture (SOA lite) resulting in less code that is heavy on reusability. This leads to consistent, error free, easy to support applications. In the next 24 months, Application Development is working on projects to replace data processing applications with integrated solutions. These projects include the Payment Pipeline Architecture and the Data Pipeline Architecture as well as the replacement of old business suites with brand new applications such as Plan Review Lite and BI Lite. They are also streamlining Infor interfaces to work with the new Infor CloudSuite. The ERP Team, led by Ja’Tia Thompson, is implementing a brand new version of Infor. This new Infor CloudSuite is a total replacement of “Lawson” , it includes financials, Supply Chain, Global Human Resources and Payroll, and can be accessed from anywhere. This multi-year implementation will transform the way we enter transactions and view information. There are also three other projects in play this year, DocuSign electronic signatures, an upgrade of Perceptive Imaging, and Kronos as well as the implementation of a new AP ACH project. Our Web Development Division is in the process of designing and rebuilding CityNet using the Microsoft cloud SharePoint solution as the current platform is approaching end of life support. There are also many process improvement projects being requested across the organization using ‘jot forms’ to gather information and then analyze, report, or upload into systems. Finally, we continue to provide IT Project Management , through Doug Hanks both internally and for Departmental Software and Hardware projects. Please reach out to me to leverage this service when embarking on a project.

Chryste Hofer Deputy CIO, Enterprise Solutions 336-373-4650

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I N F O R M A T I O N T E C H N O L O G Y A D M I N I S T R A T I V E S E R V I C E S

Project Management Service Project Management addresses the requirements, needs, concerns, and expectations of multiple stakeholders to ensure delivery of services or products are achieved within cost, schedule, and desired performance.

INCLUDES:

• Requirement identification • Defining scope • Developing communication criteria • Executive reporting • Ensuring product cost, schedule, and performance criteria are achieved • Quality • Risk mitigation • Disaster recovery • Change management • Policy and procedure development • Metric accountability

How do we charge? There are no fees associated with this service. All projects must be approved by the IT Department CIO. Major cost drivers • Third party contracting/consulting fees • Improper requirement validation • Un-checked user/requestor changes to planned efforts • Unknown risk realization • Failure to seek Enterprise Solutions vs. independent fixes What should you expect? Service availability: 8 am - 5 pm, Monday - Friday

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

Contact: Doug Hanks Project Manager 336-373-7739

1. Bring all changes, new projects, and initiatives to the Change Advisory Board for approval. 2. Contact the Project Manager routinely to provide updates to your current portfolio. 3. Do not implement solutions without following change management processes and procedures. How can you help?

FACT:

Since implementing EAM to capture our

work efforts we have catalogued more than 4500 tasks valued in excess of $1M.

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E N T E R P R I S E S O L U T I O N S

Web Services Web Services offer a continuum of services supporting the greensboro-nc.gov web site, CityNet and various internal websites. The Web Architect is responsible for providing guidance to departments on building, creating, designing and maintaining a strong web presence. Web Services is also charged with the continuous improvement of the City’s overall web presence and quality assurance; including multimedia integration, converting manual tasks to online services via online forms, Flipping Books, mobile capabilities, analytic reporting, website accessibility and social media promotion. Web Services is a section of the Enterprise Solutions Department.

INCLUDES: • Implementation, design, and maintenance to manage Intranet sites such as CityNet. • Implementation, design, maintenance and platform upgrades for the www.greensboro- nc.gov web site • Web Design/Graphic services • HTML coding • Web consulting services • Web Quality Assurance (SiteImprove) • Web administration and workflow • Google Analytic Reporting • Mindmixer (greensboroideas. com) • Web surveys (JotForm & Survey Monkey) • Web forms • Web Accessibility

www.

What is this service? Supported websites include: • External City Website • Community Idea Sharing Site • CityNet SharePoint Site • PowerPivot for SharePoint Site

How do we charge? Included in monthly Network charge (Appendix A)

What should you expect? 24x7 Web Server Up Time

Contact: April Craddock Web Architect 336-373-6448

FACT:

In the past year, the City’s website has been viewed 7,297,327 times. That’s a 17% increase in total views, compared to the previous year.

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