Information Technology Performance Workplan
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IT Performance Work Plan FY 22-23
Aligned Mission, Vision & Values
City of Greensboro, NC
IT Performance Work P lan (FY 22-23)
Aligned Mission, Vision and Values
City of Greensboro Mission
To shape an inclusive future for equitable economic opportunity and sustainable safe neighborhoods through resident focused services and programs
Vision
A Community with endless economic opportunities and exceptional quality of life
Values
Priorities
Purpose Driven
Safest City
People Centered
Most Skilled Workforce
Data Informed
Youth Sports Capital
Equity
Easiest Place to do Business
Sustainability/Resiliency
Most Connected City
Innovative
Hub of Entertainment and Recreation
Prosperity
Abundance of Attainable Housing
Greensboro IT Mission
To empower the business through collaboration and strategic use of technology.
Vision
To be a trusted partner for delivering value through effective & innovative business technology solutions.
IT Guiding Principles
IT Initiatives
Collaborate for Satisfaction Optimize IT Investments
Business Support
Improve IT Excellence
Protect People, Data, and Systems Create Value, Reduce Cost Promote Continuous Learning
Drive Innovation
Align With the Business
Lead with Partnership and Innovation
Guiding and Governing Documents (Digital Copies) IT Strategic Plan – FY23-26 2023 Cyber Security Strategy
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Our department
Pyramid of Strategic Alignment
Projects: The tangible implementations
Projects
IT Initiatives: Strategies to fulfill principles, bridging to real world project
IT Intiatives
IT Guiding Principles: Building on goals, guiding how technology is used.
IT Guiding Principles
City Goals: The foundation, representing broad community objectives.
City Priorities (Goals)
The pyramid represents the city's roadmap from broad Priorities to specific Projects, guided by IT Principles and Initiatives.
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Strategic Priorities Departmental Measures Overview
Strategic Priority Matrix (Previous Priorities to New Priorities) Goal Previous Priority
Conversion Goal New Priority
1 2 3 4
Safe Community Shared Prosperity
1 4 2 5 4 3 6 7
Safest City
Easiest Place to Do Business Most Skilled Workforce
Exceptional Customer Service Maintain Infrastructure and Provide Sustainable Growth
Most Connected City
5
Good Governance
Easiest Place to Do Business
Youth Sports Capital
NEW NEW NEW
Hub of Entertainment and Recreation Abundance of Attainable Housing
New Strategic Priorities Goal Priority
IT Perspective Description
1
Safest City
Technology-driven public safety initiatives, supporting health, crime prevention, housing security, securing data and systems.
2 Most Skilled Workforce E-learning, skills training, analytics for job readiness and employment connections. 3 Youth Sports Capital Digital solutions for sports programming and community engagement. 4 Easiest Place to Do Business
Digital transformation, streamlined processes, data integration for business efficiency. Smart city tech, high-speed connectivity, intelligent transportation for a connected city. Tech-enhanced cultural experiences, digital marketing, venue management. Housing development support, data-driven decision-making, targeted investment.
5
Most Connected City
6
Hub of Entertainment and Recreation Abundance of Attainable Housing
7
30 KEY IT ACCOMPLISHMENTS TRANSFORMING GREENSBORO, FY22-23
1. Security upgraded to TLS 1.2 on CASPER. 2. CASPER's security enhanced for PCI Compliance. 3. Ecommerce app compatible with TLS Ciphers. 4. Sworn Officer’s Overtime Calculations corrected. 5. Cohesity immutable backup schedule implemented. 6. INFOR security roles audited and updated. 7. Replaced Cisco cameras; migrated to Verkada 8. Pay code created for multi-trade issues. 9. Merit calculation updated for Step Plan. 10. Civil Drawings App developed for E&I. 11. 834 Delta Dental, UHC & Vision files rewritten for INFOR V11. 12. Dashboard Gear data access issue resolved.
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13. Completed Employee tuition claim app with approval workflow. 14. Department needs assessed; RPI solutions guided. 15. Revised and republished service catalog 16. Completed INFOR Version upgrade to V11 17. Rewrite 45 applications/interfaces to Support INFOR v11 Upgrade 18. Bond Tracker App updated. 19. Council District overview app created.
20. Improved date tracking in plan review system. 21. Near Me App developed; approval received. 22. Finance year-end reports data updated. 23. CIP application updated for 2022 bonds.
24. Vendor selected for Code Enforcement/GTA. 25. New SAN configured; file share/data moved. 26. Install cameras and Wi-Fi in downtown parks for safety. 27. Migrate home drive content to OneDrive for enhanced accessibility.
28. App developed for Special Event Permits. 29. Piedmont Discover Framework updated 30. EAM implemented for Parks & Recreation.
Combined Strategic Priorities Goal
Performance Measure / Indicator
1
Number of security assessments conducted annually
1 Number of disaster recovery exercises conducted annually 1 Percent of City staff that successfully responds to simulated email security 2 Percent of service desk requests completed within 5 days 2 Application issues resolved through developer on call 2 Service Desk Tickets Closed 2 Returned leased devices 2 New received devices 2 Telecom Tickets Closed 2 Video Security Tickets Closed 2 Cellular Ticker Closed 4 Number of online forms/applications launched 5 IT Infrastructure replaced annually 5 Replaced and Upgraded IT Cameras
Strategic Priority: Safest City
Goal
Performance Measure / Indicator
Goal
Prior Year
FY22-23
1 1 1
Number of security assessments conducted annually Number of disaster recover exercised conducted annually Percent of City staff that successfully responds to simulated email security
18
9 4
26
4
1
96%
90%
98.2%
4
Supporting Strategies: Safest City
Conducting vulnerability assessments.
Conduct a live DR exercise to a designated failover Improve cyber security posture by performing effective phishing campaigns.
FY22-23 Accomplishments Supporting Safest City:
Goal
Project
Description
IT initiative
IT Guiding Principle
1
Enable TLS 1.2 and Disable TLS 1.0 and TLS 1.1 on CASPER Add selected HTTP Security Response Headers to Casper for PCI Compliance
Security upgraded to TLS 1.2 on CASPER.
Business Support
Protect People Data and Systems
1
CASPER's security enhanced for PCI Compliance.
Business Support
Protect People Data and Systems
1
Update Ecommerce application to be compatible with TLS Ciphers
Ecommerce app compatible with TLS Ciphers.
Business Support
Protect People Data and Systems
1
Payroll Sworn Officer Overtime SOT1 Calculation
Sworn Officer’s Overtime Calculations corrected. Cohesity immutable backup schedule implemented. INFOR security roles audited and updated. Replaced Cisco cameras; migrated to Verkada New SAN configured; file share/data moved.
Business Support
Protect People Data and Systems Protect People Data and Systems Protect People Data and Systems Protect People Data and Systems Secure Protect People Data and Systems
1
Cohesity Immutable backup INFOR Security Audit
IT Excellence IT Excellence IT Excellence IT Excellence
1
1
Modernize IP Camera hardware
1
SAN Replacement
5
Strategic Priority: Most Skilled Workforce
Goal
Performance Measure / Indicator
Goal
Prior Year 85% 739 4455 1008 2074
FY22-23
2 2 2 2 2 2 2 2
Percent of service desk requests completed within 5 days Application issues resolved through developer on call
88%
85% 654 6620 1156 1538
Service Desk Tickets Closed Returned leased devices New received devices Telecom Tickets Closed
-
865
Video Security Tickets Closed
- -
401
Cellular Ticker Closed
1091
Supporting Strategies: Most Skilled Workforce
Maintain a high timely Resolution for Service Desk calls Enhance application stability with on-call developer support Ensure efficient resolution and closure of Service Desk tickets. Manage and track timely return of leased devices Streamline receiving process for new devices Promptly address and close telecom-related issues Ensure swift resolution of video security tickets Facilitate prompt resolution of cellular-related ticket
6
FY22-23 Accomplishments Supporting Most Skilled Workforce
Goal
Project
Description
IT initiative
IT Guiding Principle
2
Multi-Trade pay code
Pay code created for multi trade issues. Merit calculation updated for Step Plan.
Business Support Business Support Business Support Business Support Business Support Business Support
Align with the business Create Value, Reduce Cost Create Value, Reduce Cost Optimize IT investment
2
Update Merit Compensation application for new salary calculations & Step Plan Civil Drawings App for E&I Rewrite 834 Delta Dental, UHC & Vision Process for INFOR V11 Upgrade Dashboard Gear Reporting
2
Civil Drawings App developed for E&I.
2
834 Delta Dental, UHC & Vision files rewritten for INFOR V11. Dashboard Gear data access issue resolved. Completed Employee tuition claim app with approval workflow. Department needs assessed; RPI solutions guided. Revised and republished service catalog Completed INFOR Version upgrade to V11 Rewrite 45 applications/interfaces to Support INFOR v11 Upgrade
2
Optimize IT investment Promote Continuous Learning
2
Fall 2022/Spring 2023 Tuition Reimbursement Application
2
Department Needs Assessment
IT Excellence
Align with the business Create Value, Reduce Cost
2
Service Catalog
IT Excellence
2
Completed INFOR Version upgrade to V11 Rewrite 45 applications/interfaces to support INFOR v11 Upgrade
IT Excellence
Optimize IT investment Optimize IT investment
2
Business Support
Strategic Priority: Easiest Place to Do Business
Goal
Performance Measure / Indicator
Goal
Prior Year
FY22-23
4
Number of online forms/applications launched
50
10
79
7
Supporting Strategies: Easiest Place to Do Business
Use staff resources to provide more surveys and customer feedback story maps and improve Open Data integration
FY22-23 Accomplishments: Easiest Place to Do Business
Goal
Project
Description
IT initiative
IT Guiding Principle
4
Bond Tracker App Update
Bond Tracker App updated.
Business Support
Align with the business
4
Council District at a Glance
Council District overview app created.
Business Support
Align with the business
4
Update Plan Review and Tracking application to correct “Days in System”
Improved date tracking in plan review system.
Business Support
Align with the business
4
Near Me App
Near Me App developed
Business Support
Align with the business
4
Finance end of year support
Finance year-end reports data updated.
Business Support
Create Value, Reduce Cost
4
Update Capital Improvements Program (CIP) application Selected Vendor for Code Enforcement and GTA
CIP application updated for 2022 bonds.
Business Support
Optimize IT investment
4
Vendor selected for Code Enforcement/GTA.
Business Support
Optimize IT investment
8
Strategic Priority: Most Connected City
Goal
Performance Measure / Indicator
Goal
Prior Year
FY22-23
5 5
IT Infrastructure replaced annually Replaced and Upgraded IT Cameras
150
171
133 181
-
-
Supporting Strategies: Most Connected City
Sustain IT reliability through annual infrastructure replacement Enhance security through regular camera upgrades and replacements
FY22-23 Accomplishments Supporting Most Connected City
Goal
Project
Description
IT initiative
IT Guiding Principle
5
Camera and Wifi for downtown parks Home Drive Migration to OneDrive
Install cameras and Wi-Fi in downtown parks for safety.
Business Support
Optimize IT investment
5
Migrate home drive content to OneDrive for enhanced accessibility.
IT Excellence Optimize IT investment
9
Strategic Priority: Hub of Entertainment and Recreation
Supporting Strategies: Hub of Entertainment and Recreation
Identify efficiencies in processes for our Entertainment and Recreation focused departments.
FY22-23 Accomplishments: Hub of Entertainment and Recreation
Goal
Project
Description
IT initiative
IT Guiding Principle
6
Special Event Permitting App
App developed for Special Event Permits. Piedmont Discovery Framework updated EAM implemented for Parks & Recreation.
Business Support
Align with the business Collaborate for Satisfaction
6
Piedmont Discovery Framework update EAM Implementation for Parks & Rec
Business Support
6
Business Support
Optimize IT investment
10
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