IT Service Catalog FY 21-22

THE 2021-2022

Service Catalog

Information Technology Department

Blank Template

INFORMATION TECHNOLOGY

Service Catalog S E P T E M B E R 2 0 2 1 - A U G U S T 2 0 2 2 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.......................................... 46

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 • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2 OUR SERVICE

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

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. In FY21-22 we will complete our implementation of Office 365 further enabling the ability for remote access to services and data.

This year we are moving our data center to the cloud! In collaboration with the Technology and Data Institute and Microsoft, we are building a cloud framework and infrastructure that can be replicated and adopted by surrounding cities, counties, and educational entities. This model leverages economies of scale to lower the costs for all participants. Several projects that were started last year involving private partners are in full swing. US Ignite, Segra, CoFi wireless networks, and community partners are planning innovative solutions to address pervasive high-speed internet access for all residents in Greensboro. These projects will target the underserved areas of the city with initial pilot implementations of a high-speed wireless network in 2022. 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

Effective December 1, 2021, Rodney Roberts will serve as the interim CIO for the IT Department.

2 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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

Informa on Technology CIO Rodney Roberts (Interim)

HR Business Partner Kiran Purswani

Chief Data Officer Roberto Caballero

Cyber Security and Compliance Manager Tasha Swann Holsey

Deputy CIO Infrastructure & Ops Rodney Roberts

Deputy CIO Enterprise Solu ons Chryste Hofer

Cyber Security Consultant Naser Yasin Cyber Security Analyst Termaine Dumas

Franchise Manager John Gribble

Service Desk Manager Kathy Goodwin

Applica on Services Manager Ashley Holmes

Network Services Manager Sylvia Suriani

Telecom/VOIP Manager Gerrad Biffle

GIS and Special Projects Manager Steven Avere

Enterprise Resource Planning Manager Ja’Tia Thompson

IT Project Manager Doug Hanks

Web Architect April Craddock

Sr. Network Sys Admin Tommy Booth

Digital Specialist Roster Stacy Tomkins

Service Desk Analyst Chris an Hu o Service Desk Analyst Ayo Adeniyi Service Desk Analyst Phil Gibbs Service Desk Analyst Brandy Price Service Desk Analyst Reese Royal Service Desk Analyst Roster Amanda Dickson

So ware Engineer II Cory Henderlite

Lawson System & Security Admin Jimmy Johnson

Telecom Tech David Hayes

GIS Analyst Todd Hayes

IT OPERATIONS

Sr. Network Sys Admin Nicholas Brown

So ware Engineer II

Operator (Roster) Deborah Grate

Mobile Device Tech Elizabeth Carter

EAM Database Admin Keith Watkins

Fin/SC ERP Analyst Ethan Englehorn

Yao Lee

Sr. Network Engineer Mack Thompson

So ware Engineer II Jeremiah Simmons

Operator II Vernell Holt

EAM Database Admin Chris Evans

HR/PR ERP Analyst Karen Bowen

Sr. Network Engineer PJ Mrsic

Brandon Wood So ware Engineer II

Operator II Soon Lyle

ERP Consultant Vacant

GIS Analyst Chris Freeman

So ware Engineer II

Network System Admin Pearl Hurteau

Vacant

So ware Engineer II Skip Daniels

Network System Admin vacant

Service Desk Analyst Darryl Bea y

3 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

INFORMATION TECHNOLOGY STRATEGIC PLAN

Roadmap

FY22

Upgrade CityNet Website Upgrade Perceptive Document Mgmt. New Infor CloudSuite ERP live! Continue migration to GIS Enterprise Enterprise roll out OfØce 365 VoIP TelecomUpgrade Smart meters & Sensors inWater Cloud Enterprise Archive Solution Establish Enterprise Drone Strategy

FY24

FY23

Expand Open Data Infor Document Management Performance Dashboards Smart Parking External Website Rebuild Kronos Dimensions Upgrade

Standardize GIS Address Model Phased renewal of internal applications expand ERP voice recognition Arti Ø cial Intelligence skill set

FY25

Replace Contact Center Application Machine learning AI Customer Service Virtual Assistants Formalize IoT program Complete Data Center Migration to Cloud Produce Data Catalog

FY26 & Beyond

Exploring Block-Chain Explore Municipal Broadband & viability of Starlink Measure and reduce Carbon Emission footprint Explore Business usefulness of Metaverse.

OUR SERVICE

Desktop & Mobile Support

Network

Enterprise Applications Cyber Security

200 On Premise Apps & Systems

2,2 5 7 VOIP Phones 1,272 Desktop Computers

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

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

Lawson/Infor Cloud Support Enterprise Asset Management for 1,100,000+ City Assets Over 500 GIS Map Layers Website Design & Development API & Interface Development 100 Enterprise Databases Mobile Application Development

1,945 Laptops 939 Cameras 800 Cellular Devices 184 Printers 1 3 0 Mobile Devices

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

Vulnerability Scans

Our Goals

Please note, due to Covid-19, Customer Satisfaction Surveys were not conducted this year.

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

Satisfaction

Importance

6 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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.

7 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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 16,607k phishing attacks intended to compromise employees’ credentials and steal confidential information.

1. Never click on links or open attachments in emails from people you do not recognize and be very suspicious of links inside Word, Excel or PDF attachments. 2. 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. 3. Always hover over links in emails and check to make sure the link is legitimate by using www. virustotal.com – “Love to Hover”. 4. Never provide your City credentials (username and password) to access files through links in emails. 5. If you click on a link in a phishing email or provide your credentials by mistake, contact the Cyber Security Team or your designated support area immediately so that actions can be taken to limit the impact to your account and the City’s network.

8 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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 is responsible for configuring and deploying telecom equipment, including desktop and mobile phone and security camera deployments. The Franchise & right-of-Way Management sections are responsible for managing telecommunication franchise agreements, vendor management, negotiations, and private right-of-way use for fiber optic cabling. The pandemic required us to shift from being an on-site workforce to becoming primarily remote and virtual. Infrastructure and Operations quickly implemented measures to support the enterprise with a transition to a remote workforce. VPN capacity can support additional traffic, Telecommunications now offers Cisco Jabber to provide access to answer desk phones, and MS Teams now allows for remote meetings and collaborations. Our strategy has been for several years to migrate from desktop computers to laptops and docking stations, which allows remote work. The Franchise Management division is also involved in regional collaborations and public-private partnerships, advancing broadband, connectivity, and expansion opportunities. Segra and the City of Winston Salem partnered with us to provide fiber connectivity between our two cities, provide a more resilient infrastructure, and enable information sharing across the region. This year we strengthened our relationships with our local provider collaboration on tower repairs and enhancements while increasing our Verizon 5G rollout to nearly 300 newly completed sites. The goals behind Infrastructure and Operation’s approach to customer service are interacting with customers, resolving support issues, enabling credibility, nurturing relationships, and becoming a conduit for technological advancements.

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

9 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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?

As of July 2021, City employees have sent 130,612 faxes. FACT:

10 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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:

11 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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

City employees have sent 4,088,068 emails. FACT:

12 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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.

13 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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

To date over 300 Small Cell 5G sites have been installed in City right-of-way which allows for faster connectivity. FACT:

How can you help?

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

14 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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:

15 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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:

16 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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.

17 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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?

18 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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.

19 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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 2021,

there have been an average of 34 password resets per month

20 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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: • 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? 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 2021, 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.

21 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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.

22 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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.

23 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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

City employees made 2,388,038 internal calls over the past year! FACT:

24 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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:

25 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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

FY21-22 is on tap to be an exciting year for the Enterprise Solution Divisions, which include GIS, Application Development, ERP, Web Development and Project Management. Digital Transformation 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 FY23, 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. 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. We have had some great successes this year. In November 2021 the State of North Carolina adopted the emergency management survey tool developed by Greensboro. We also have started delivering dashboards to visually view data from other systems like Building Inspections, EAM for facilities management, and soon we will deliver one for the Plan Review system. Ashley Holmes joined our team in September 2021. This team of talented software engineers on our Application Development team are transforming legacy code and interfaces resulting in less code that is heavy on reusability. In the next 24 months, Application Development focused on streamlining Infor interfaces to work with the new Infor CloudSuite and supporting our the latest application that was rolled out in September 2021 which is a comprehensive Plan Review and Tracking system. Ja’Tia Thompson and the ERP Team continue a 3 year project of 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. Last year the City implemented DocuSign electronic signatures, and this year we are upgrading Perceptive Imaging and implementing single-sign on for Kronos as well. 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

26 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2

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:

A poorly planned project will take three times as long and cost three times as much as its estimates allow.

27 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2