Goals and Expectations
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Goals |
Activities Supporting Those Goals |
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Ensure high availability and integrity of systems that all City departments, other agencies, and citizens depend on daily. |
The department delivers essential maintenance and administration tasks on the City's systems. |
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The department delivers services in a cost effective manner, balancing outsourcing and internal work. |
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Enable City employees to achieve the results they expect from technology. |
The department provides necessary support to City employees. |
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The department provides training or recommends resources to City employees. |
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The department enables employees, citizens, and businesses to conduct City business through automated self-services. |
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The department makes it possible for employees to easily obtain the information needed to perform daily job tasks. |
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The department supports, maintains, and enhances systems to comply with mandates, repair defects, or resolve inefficiencies. |
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The department supports, maintains, and enhances systems to comply with mandates, repair defects, or resolve inefficiencies. |
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Provide technology systems that meet the growing needs of the City through one time projects. |
The department develops new capabilities to improve the delivery of City services. |
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The department is the caretaker of existing investments in systems, informs the City's business leaders in advance and replaces obsolete systems in a timely manner. |
Activity Expectations Results
Activity: The department delivers services in a cost effective manner, balancing outsourcing and internal work.
Expectation: Cost of IT services performed by the City will be equal to or better than outsourced solutions and result in a higher level of service and customer satisfaction. Some services will continue to be contracted to optimize the use of City’s resources. IT service delivery results and costs will be better than average as compared to other agencies.
Result Benefit: Benchmark comparison of the City’s IT staff size to other Colorado cities with populations greater than 100,000 resulted in the best ratio of Citywide staff to IT Staff (70 to 1).
The City's network, software and database systems are on a continuous improvement cycle for cyber security to ensure information integrity and protect citizen privacy. The Chief Information Security Officer role is fulfilled by an internal team and external industry experts.
Activity: The department provides necessary support to City employees.
Expectation: The IT Help Desk will respond to help tickets and phone requests.
Result-Benefit: The Help Desk closed 6,687 help desk tickets in the last year, receiving an average of 27 tickets per business day. We achieved a 6 percent decrease in help desk tickets through increased security measures.