Department of Innovation and Technology 2016 Annual Report

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i 450U9'N 82h0 CITY OF SOUTH BEND INNOVATION AND TECHNOLOGY Applications Summary The Division of Applications oversees architecting, implementing, configuring, integrating, and supporting all software applications and platforms.The Applications Division is comprised of a Director, a Manager of GIS and Data, and three Application Developers. Accomplishments • Accomplished key milestones of the GIS Strategic plan, including the establishment of reliable data infrastructure, integration with other systems, a training program, centralization of management of the platform. We saved $889,000 dollars by insourcing this work. • Supported the development of the Landlord Registration system which enabled 874 landlords and property managers to register 5,100 properties • Established an interface between NaviLine (account management) and ELEMOS (solid waste management) which enabled Solid Waste trucks to verify that a user has an active account before receiving services including extra pick-ups. • Successful implementation of Kronos Time Keeper for City Workforce and planning for implementation of Kronos TeleStaff for the Police Department. The system is projected to save $700,000 and 7,186 hours in errors and processing time.The second phase of the implementation that includes Human Resources and payroll will be implementing in 2017. • Developed internal facing Intranet for City employees, containing all forms and other employee centric content with mobile friendly interface. • Implemented Microsoft Dynamics CRM, which enables a single platform as a service catalog for the City available via 311 or an online portal (coming in 2017). • Created a versioned central code repository for all enterprise scripts and reports. • Wrote 1,118 lines of custom code to automate processes in Code Enforcement 311 Summary The 311 division oversees the customer service center that connects our residents with a single point of contact for all requests and non-emergency incident reporting. Achievement • Cynthia Simmons was reassigned as Director of 311 to oversee the 311 team on a full-time basis effective 2016 • 150,431 calls answered • 311 processed 65,197 email requests and 3368 voicemail messages in 2016 • 311 changed its Customer Relation Management reporting to Microsoft Dynamics • Change in processing incoming calls for Utility payments via IVR resulted in a reduction of over 52% compared to the previous year • Change in processing incoming calls for Solid Waste resulted in a 60% reduction in trash misses and a 20% reduction in yard waste misses.