09-17-18 Personnel and Finance (#9)

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CITY OF SOUTH BEND 1 OFFICE OF THE CLERK positive impacts for the employers. We know the employers are going to be interested in pitching in money. So again, hopefully we have some great news to share with you guys about the $5 million and we can all celebrate. He went on, We won't cover these (referencing a slide in the presentation). These are some accomplishments per divisions but it is there for your review. If you have any questions, please submit them to us.We wanted to share some updates that we thought would be of particular interest to the Council. In the past year, we've supported the Police Department and they now have over one hundred and sixty-six(166)body cameras and are replacing their in-car video solution.Again, we are paying $150,000 a year for the recurring fee to maintain the system and that includes the dedicated ISP. We've transmitted over eight point five (8.5) terabytes of data since April 2018. That is a lot if you are aware of the magnitude. That is a lot of video and we are making sure it complies with the retention policies and with all the legal considerations that surround that program. Another aspect we wanted to share with you is the tickets we receive through our help desk. So this past year, and this is data from May to August, we received over 1,000 tickets. The vast majority are completed and only nine (9) were open at the time we received the data. We believe we are being pretty timely in resolving the questions that the departments have. This is something we outsourced a couple of years ago to Microlntegrations and they are a partner that has been helping us. The vast majority of the requests are about help desk tickets. So that includes adding new users to existing software or smaller issues people are having with their work stations. There is a breakdown there (referencing a slide in the presentation) of what people are calling about. The help desk has an anonymous survey that users can complete at the end of the service. The majority of users don't respond to it so out of the 1,098 tickets submitted, eight hundred and fifty-four (854) chose not to answer. But the majority of people are very satisfied so you have about two hundred and twenty-eight(228)people that have a satisfaction number of four point five (4.5) out of a five (5) point scale. Only three (3) people were very dissatisfied and that was zero (0)to three(3).Again,we track satisfaction by item and we know there is not a high concentration of one (1)thing failing for everyone. He continued, Accela is the software we have used for Code Enforcement since 2014. I won't go off too much into this but these (referencing a slide in the presentation) that we've put together with Code Enforcement and with the Clerk's Office are items they would like to see improved and addressed. In order to achieve those improvements, we need to come together, IT, them as a department and the vendor. The other piece that is important for us to highlight is we are very careful with the decision to switch software. It is usually something we entertain but it usually costs a couple hundred thousand dollars for a software the size of Accela and a couple million dollars if we go for a software that supports a broader set of users. So at this point we think that working through some of these issues is better than making a replacement but, as we have shared in the past, we are also thinking about eventually centralizing and consolidating all the permitting and licensing systems so we can have the quality of intelligence in this process to prevent issues. He went on,I'll skip over this but this is some assessment that we've made of the impact of Accela since 2014. Again, we know there is work to be done but now, to summarize it, residents, people in the front-office, people in the field and people in the back-office all have access to the same information real-time. Whenever there is a violation, everyone gets to see there is a violation. If there is a picture taken, everyone gets access to that. That is something that, I remember when I started in 2013, there is sometimes over a two (2) week lag for a violation to get entered into the system and then it would take a week or more to get a resident notified.Not that it happens within EXCELLENCE I ACCOUNTABILITY I INNOVATION I INCLUSION I EMPOWERMENT 455 County-City Building 1 227 W.Jefferson Bvld 1 South Bend,Indiana 46601 p 574.235.92211f 574.235.9173 TTD 574.235.55671 www.southbendin.gov 15