IT Service Catalog FY 23-24

FY 2024

Service Catalog FY 2024 INFORMATION TECHNOLOGY

Online Billing Review For Lease Charges..................21 Password Self-Service Tool.............................................22 Service Desk.........................................................................23 Enterprise Solutions Web Services.......................................................................25 Applications & Systems Development.......................26 Enterprise Asset Management......................................27 Geographic Information Systems................................28 Computer Operations......................................................29 Enterprise Resource Planning.......................................30 Appendix Appendix A: Fee Schedule..............................................32 Appendix B: Wireless Locations....................................34 Appendix C: Severity Level Definitions......................36 Appendix D: IT Policies.....................................................36 Appendix E: Applications Development Supported Applications......................................................................... 37 Appendix F: How To Section..........................................43

Introduction............................................................................2 Operational Organization Chart......................................3 Roadmap for IT Strategic Plan..........................................4 Administrative Services IT Cyber Security...................................................................5 Open Data Program.............................................................6 Project Management Service...........................................7 Infrastructure and Operations Franchise & Right-of-Way Management Service.......9 Digital Faxing Service.......................................................10 E-mail Service......................................................................11 Enterprise Server Support..............................................12 Network Access..................................................................13 Spam Quarantine Service...............................................14 Storage Area Network......................................................15 Structured Cabling Service.............................................16 IP Video Surveillance........................................................17 Mobile Devices...................................................................18 Telecom/VOIP...................................................................... 19 Leasing Technology Service...........................................20

Supporting Greensboro's Smart City Goals Information Technology

The Information Technology Department provides the technology platform that supports the day-to-day operations ofthe City of Greensboro. Our staff of 46 IT employees are responsible for maintaining, upgrading, and 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 empower the business through collaboration and strategic use of technology.

To be a trusted partner for delivering value through effective and innovative business technology solutions.

1 IT SERVICE CATALOG • FY 2024 OUR SERVICE

INTRODUCTION

As the Chief Information Officer for the City of Greensboro, I am excited to introduce the annual service catalog for the IT department. Our goal is to use technology to improve the lives of our citizens and create a sustainable and equitable community for all.

The service catalog outlines the various services and programs we offer to support the city’s economic growth objectives, improve public safety, enhance public services, and build a sustainable future. We are committed to providing efficient and effective services to our citizens and are continuously working to improve our offerings. We understand that technology is an integral part of modern life, and our services have become even more crucial recently. We aim to provide the necessary technological infrastructure to support the city’s departments and deliver services to our community efficiently and securely. The service catalog outlines the key initiatives and guiding principles that drive our IT plan. We are committed to creating a learning culture, collaborating with partners, enhancing IT services, systems, and processes, and fostering a culture of innovation. We continuously strive to stay up-to-date with the latest trends in technology to provide the best services possible to our citizens. We are committed to ensuring that all IT investments align with the city’s overall objectives and maximizing the use of existing technology investments while minimizing duplication of effort. By following these guiding principles, we can make Greensboro the most desirable mid-sized city in America.

Rodney Roberts, Chief Information Officer Information Technology Department City of Greensboro Phone: 336-412-6158

2 IT SERVICE CATALOG • FY 2024

Organization Chart OPERATIONAL

Informa on Technology CIO Rodney Roberts

Deputy CIO Enterprise Applica ons Ja’Tia Thompson

Deputy CIO Infrastructure & Ops Sylvia Corum

HR Business Partner Kiran Purswani

Cyber Security and Compliance Manager Tasha Swann Holsey

Chief Data Officer Roberto Caballero

Cyber Security Consultant Naser Yasin

Cyber Security Analyst Termaine Dumas

Systems & Applica ons Development Manager

GIS and Special Projects Manager Steve Avere

Franchise Manager John Gribble

Telecom/VOIP Manager Gerrad Biffle

Enterprise Resource Planning Manager Pam Wilson

IT Project Manager Doug Hanks

Web Architect April Craddock

Network Services Manager Nick Brown

Service Desk Manager Kathy Goodwin

Ashley Holmes

Telecom Tech David Hayes

Digital Specialist Roster Stacy Tomkins

Lawson System & Security Admin Jimmy Johnson

Sr. Network Sys Admin Tommy Booth

GIS Analyst Todd Hayes

So ware Engineer Cory Henderlite

Service Desk Analyst Chris an Hu o

Mobile Device Tech Elizabeth Carter

EAM Database Admin Keith Watkins

Sr. Network Sys Admin (Vacant)

Fin/SC ERP Analyst Ethan Englehorn

Service Desk Analyst Michael Jones

So ware Engineer Yao Lee

Sr. Network Engineer Mack Thompson

EAM Database Admin Chris Evans

Service Desk Analyst Phil Gibbs

HR/PR ERP Analyst Karen Bowen

So ware Engineer Jeremiah Simmons

Fin ERP Analyst/ DocuSign Admin Maxine Wright

Service Desk Analyst Brandy Price

GIS Analyst Chris Freeman

Sr. Network Engineer PJ Mrsic

So ware Engineer Brandon Wood

IT Opera ons

Service Desk Analyst Reese Royal

So ware Engineer Skip Daniels II

Network System Admin Joshua Faircloth

So ware Engineer Warren Roy

Operator II Vernell Holt

Service Desk Analyst Roster Darryl Bea y Service Desk Analyst Roster Amanda Dickson

SQL Database Admin (Vacant)

Network System Admin Jayson Vergara

Operator II Starleana Green

Admin Support II Roster (Vacant)

3 IT SERVICE CATALOG • FY 2024

INFORMATION TECHNOLOGY STRATEGIC PLAN

Roadmap

FY 23

• Board Manager “e-Scribe” • Camera and Wifi for Downtown Parks • Cisco CUCM AD Directory Integration • Cyber Liability Insurance • Dimensions Migration (Kronos) • EAM Version Upgrade • GIS Pro Chargeback Processing • MUSCO Vision - Video Streaming for Youth Baseball and Softball • Near Me App

• Network Management Solution (NMS) Upgrade • Plan Review Application Rewrite • Public Safety CityNet Portal • SAN Replacement • Update MWBE Application and Reporting Matrix • Waste Works Software • CityNet Replaced with Sharepoint

FY 24

• Cloud Service Provider Security • Connected Cities Initiative • Dark Web Monitoring • EAM Vendor Selection • Endpoint Detection and Response • Enhanced Email Protection • Esri Upgrade • February One Parking Deck • FirstNet

• Internal Applications Inventory • Intune - Automated Device Provisioning

• IT Security Camera Upgrades • Password-less Biometric Login - Feasibility Study • Salesforce Deployment • SQL Server Upgrade • External Website Replacement

FY 25

• Azure Migration • Innovation District • Learning Management System Training • Grand Total

INFORMATION TECHNOLOGY ADMINISTRATIVE SERVICES

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 training • Vulnerability management • Forensics analysis • Cyber security incident management • Security monitoring and analysis • Audits and compliance • Intrusion detection and prevention • Dark web monitoring • Third party vendor assessments

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:

The City achieved ISO/IEC 27001 re certification. ISO/ IEC 27001 is a globally recognized standard for the establishment and certification of cyber security management program to protect systems and confidential information against threats and cyber attacks.

How can you help?

1. Never click on links or open attachments in emails from people you do not recognize. Be very suspicious of links inside Word or PDF attachments. Hackers put malicious links inside documents in an effort to bypass some of our security controls. 2. Never provide your City credentials (username and password) to access documents through links in emails. 3. Always hover over links in emails to see if the link points to the company that sent the email – “love to hover”. 4. Check to make sure the link is not malicious – Use www.virustotal.com to verify 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 immediately so that we can take action to limit the impact to your account and the City’s network.

5 IT SERVICE CATALOG • FY 2024

INFORMATION TECHNOLOGY ADMINISTRATIVE SERVICES 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.

6 IT SERVICE CATALOG • FY 2024

INFORMATION TECHNOLOGY ADMINISTRATIVE SERVICES

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/requester changes to planned efforts • Unknown risk realization • Failure to seek Enterprise Solutions vs. independent fixes What should you expect? Service availability: 7 am - 4 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?

On average project managers spend 90% of their time communicating. FACT:

7 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

As a Deputy Chief Information Officer (CIO) for our dynamic midsize city, I am both honored and excited to manage Telecommunications, Service Desk, Network Infrastructure, Server Infrastructure, and Franchise Management divisions. Although I am newly appointed to this role, my journey within our city’s Information Technology domain has been filled with rewarding experiences and close collaborations with skilled professionals and dedicated teams. In my capacity as Deputy CIO of Infrastructure and Operations, my primary focus is to shape our organization’s technology strategy while fostering a vibrant, collaborative workplace that encourages innovation and creative problem solving. By aligning our technology initiatives with our city’s overall objectives and emphasizing a clear understanding of our business goals, we can strengthen our technology systems, bolster our security protocols, enhance our agility, and develop our employees’ skills. Together, we’ll drive our organization toward success in line with the IT and City Council Vision and Mission. I wholeheartedly encourage you to share your thoughts and ideas on how we can achieve these objectives. I am eager to receive any feedback or suggestions you may have. Let’s work together to create a culture of excellence and innovation, delivering top-notch technology solutions for our organization and the city we serve. I am looking forward to working with you all, and I am confident that through our collaborations, we will achieve great progress as a team.

Sylvia Corum Deputy CIO Infrastructure and Operations 336-412-6158

8 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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 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 $50,000 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 Overnight packages can be sent to: City of Greensboro Information Technology Department c/o John Gribble 300 W. Washington Street Greensboro, NC 27402-3136

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

Contact: John Gribble Franchise & Right-of-Way Manager

P: 336-373-2464 F: 336-335-6196

To date all Sprint equipment has been removed from City owned cell towers and water tanks.. FACT:

How can you help?

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

9 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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: Nick Brown 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?

FACT:

Rightfax enables users to send

digital faxes directly from their email..

10 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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: Nick Brown 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

The City has sent or received 5,761,829 email messages since May 2022. FACT:

11 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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: Nick Brown Network Services Manager 336-373-2200

Did you know that the majority of the City’s server infrastructure is virtualized? FACT:

12 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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: Nick Brown 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?

13 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

Spam Quarantine Service The Checkpoint Email Security system automatically moves spam messages to users Junk folder in Outlook. These items are kept for 30 days by default.

INCLUDES:

SPAM

• Customized block list

• Email

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)

categorization

• Centralized

management

• Weekly Spam Quarantine Notification

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

Contact: Nick Brown Network Services Manager 336-373-2200

Junk and Spam messages are kept in the Outlook Junk Email folder for 30 days. FACT:

14 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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: Nick Brown 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.

15 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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: Nick Brown Network Services Manager 336-373-2200

Fiber optic cable is used to connect sites and maximum distances can be over 60 miles. FACT:

16 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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? $7.50 per month per Verkada camera. This fee helps pay for any needed maintenance. $15.00 per month per Cisco camera. This fee helps pay for storage and any needed maintenance.

• User based restrictions

• End-user training

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

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

Contact: Gerrad Biffle Telecommunications Manager 336-373-2333

FACT:

It’s estimated that the average American is on camera nearly 300 times a day.

17 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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:

Between 2009 and 2021, over

22.4 billion mobile phones were sold globally.

18 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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 and received over 6.3 million calls during 2022. FACT:

19 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

Leasing Technology Service Leasing provides the opportunity to refresh our technology, remain cost effective, and budget conscious. Leasing Technology staff can be reached at 336-373-2322.

INCLUDES:

ID No. 000000000

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

The City currently has over 3,200 computers that are comprised of almost 74% laptops. 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

Major cost drivers • Equipment upgrades • Equipment availability

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

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

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

the computer is deployed to end user

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 600 lease orders comprising of 1,400 items. FACT:

20 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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 $13,000 monthly in equipment fees.

21 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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.

Since February 2022, there have been an average of 63 password resets and account lockouts per month. FACT:

22 IT SERVICE CATALOG • FY 2024

INFRASTRUCTURE AND OPERATIONS

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

FACT:

Tips for using this service

Since February 2022, there have been close to 14,500 tickets placed In FreshService.

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

23 IT SERVICE CATALOG • FY 2024

ENTERPRISE SOLUTIONS

As the new Deputy Chief Information Officer for Enterprise Applications, I am committed to delivering innovative and effective enterprise solutions that align with the City of Greensboro’s strategic goals. I am responsible for overseeing the Geographic Information System (GIS), Applications Development, Enterprise Resource Planning (ERP), Web Development, and Project Management divisions. Below are a few of our upcoming plans for the year. The GIS team, led by Steve Averett, is gearing up for the implementation of Salesforce, a cloud-based solution that caters to various local government services. Additionally, this team will launch the GSO Near Me Application, highlighting resource facilities located in close proximity, supporting the City’s goal of becoming the most connected City. The Applications Development Team, led by Ashley Holmes, has recently accomplished the migration of more than 50 applications/interfaces from Infor CloudSuite v10 to v11. Moving forward, the team will be devoting their efforts to updating the Plan Review Application, making it more intuitive and user-friendly, thereby strengthening another City goal of becoming the easiest place to do business. The ERP team, led by Pam Wilson, has successfully upgraded to Infor CloudSuite v11, and are now focusing on enhancing the user experience through system maintenance. The team will continue to refine system functionality and business processes, address security concerns, and deploy Infor Coleman Digital Assistant. I am thrilled about the incredible year we have ahead of us and can’t wait to collaborate with all of you.

Ja’Tia Thompson Deputy CIO, Enterprise Solutions 336-373-4650

24 IT SERVICE CATALOG • FY 2024

ENTERPRISE SOLUTIONS

Web Services Web Services offers 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 • Flipping books • Web surveys • Web forms (digital forms, processes, applications) • Web Accessibility

www.

What is this service? Supported websites include: • External City Website • Community Idea Sharing Site • CityNet SharePoint Site • Microsoft 365 SharePoint

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 336-373-2525

FY21-22 The City of Greensboro’s website had 8,218,463 views. FACT:

25 IT SERVICE CATALOG • FY 2024

ENTERPRISE SOLUTIONS

Applications & Systems Development

INCLUDES: • Business process analysis • Web application design • Development & testing • Support & maintenance for custom developed software and applications • Crystal report development • Data manipulation and automation • Customized tools for processing routine batch data jobs • Batch data processing • Upgrades and new software require business process analysis at the start and user acceptance testing of each cycle

Full software development life-cycle (SDLC) services from concept and design to deployment and support, including creation, replacement, patching or enhancement. Data driven web-based applications are provided as well as interfaces for data processing and transfer. Data transfer with or between other City systems where feasible. Full service support of all applications in our portfolio. Limited custom report creation. In exceptional circumstances, data manipulation. Processing Morning and Nightly

What is this service? Support and maintenance of 130+ applications. See Appendix E for a summary of our portfolio. Major cost drivers • Manual data fixes • Manual software testing & retesting • Non-conformance of older applications to modern software best practices • Insufficient notification time for changes that impact our portfolio • Insufficient documentation of business processes or software requirements What you should know • Contact the on call developer at 336-373-DEVS (3387) or appservices@greensboro-nc.gov . • We build custom solutions where a cloud-based product does not already exist to fill the need. • Software must be upgraded regularly or it becomes obsolete. Very old software must be rewritten from scratch. • Upgrades and new software usually require two or more development/ acceptance cycles, depending on the complexity of the software. • Small changes in custom software can take many weeks or months.

FACT:

The 6 members of the Applications

1. For support requests, please follow our support intake procedure. 2. Including a screenshot helps us to help you faster. How can you help?

Development Team support

130 applications and interfaces, 48 databases, many reports, and over 6 million lines of code that are used by every City department and the public.

Contact: Ashley Holmes Systems and Applications Development Manager 336-373-7798

26 IT SERVICE CATALOG • FY 2024

ENTERPRISE SOLUTIONS

Enterprise Asset Management The delivery of municipal services to residents rests on complex systems of public infrastructure that are both varied and extensive. Through the use of asset management technology, it is possible to track repair histories and coordinate service delivery of infrastructure involving multiple departments. It enables the City to provide speedy service delivery and minimize costs to its customers. The City uses Infor’s Enterprise Asset Management (EAM) software to manage the work necessary to sustain and enhance this infrastructure. Beginning in 2004, departments have been migrating to EAM.

INCLUDES:

• Administration

and maintenance of servers and software related to EAM

• Creation and maintenance of regulatory,

administrative, and operational reports

• User support for EAM software

EAM manages maintenance of:

• Facilities management • Fire station logistics • IT Operations • Parks and athletic fields • Right-of-way maintenance

• Solid waste collection and recycling • Streets • Street cleaning • Stormwater infrastructure • Taxi licensing

RESPONSE TIME Projects are prioritized based on the overall goals and objectives of the organization and available resources. Calls placed on the Service Desk are handled according to criticality and the time needed for resolution. • Traffic signs and signals • Wastewater treatment • Water and sewer operations and maintenance • Water treatment

• Develop and

maintain system interfaces with EAM (Lawson, Call Center, etc.)

• Custom

configurations of EAM software

How do we charge? Each department that uses EAM is charged a percentage of the annual EAM software maintenance based on pre-existing agreements related to the number of desktop and mobile users. This is calculated at the beginning of each contract renewal and typically runs through the life of the contract.

• Database

administration related to data storage and performance

What should you expect? Service availability:

Office support: 8 am - 5 pm, Monday - Friday Emergency support: 24/7, contingent on staff availability

How can you help?

FACT:

1. Look to your departmental EAM administrator for immediate assistance 2. Place routine issues and non-critical issues on the Service Desk 3. Do not wait to report a problem

In the last five years, 228,384

service requests from the public have been entered into EAM.

Contact: Steve Averett GIS Manager 336-373-2057

27 IT SERVICE CATALOG • FY 2024

ENTERPRISE SOLUTIONS

Geographic Information Systems Geographic Information Systems (GIS) integrates spatial data (maps) and tabular data (informational databases) through computer technology. In doing so, it revolutionizes the way information can be used. GIS is one of the basic building blocks of the City’s technology offerings. The goal is to deploy GIS throughout the organization, improving the way services are delivered to residents and businesses. To this end, GIS supports databases, develops applications, and provides technical assistance to a growing base of users.

INCLUDES:

• Application

development for custom GIS apps, mobile apps, and web services • Support for desktop GIS software • GIS analysis for complex projects and departments without dedicated GIS staff • Creation of maps for analytical, work, and display purposes • Administration and support for ArcGIS Online and displaying interactive maps on the internet • Administration of GIS software purchasing and licensing • Maintenance of specific GIS data layers • Server and database support for all spatial databases • Arc GIS Map Gallery support • Gate City Open Data support • System integration and data management between multiple software packages to facilitate business process flow • Development and support for dashboard analytics and complex reporting functions

How do we charge? Each department is charged a percentage of the annual GIS software maintenance fees based on the number of ArcGIS desktop users in that department. This is calculated annually at the beginning of a maintenance billing cycle, typically in June.

RESPONSE TIME Projects are prioritized based on the overall goals and objectives of the organization and available resources. Calls placed on the Service Desk are handled according to criticality and the time needed for resolution.

What should you expect? Service availability:

Office support: 7 am - 5 pm, Monday - Friday Emergency support: 24/7, contingent on staff availability

Contact: Steve Averett GIS Manager 336-373-2057

1. Place routine issues and non-critical issues on the Service Desk. 2. Do not wait to report a problem. How can you help?

There were forty-eight web viewers, story maps and dashboards published with over 148,000 web hits during the 2022 calendar year. FACT:

28 IT SERVICE CATALOG • FY 2024