HomeMy WebLinkAboutSession VII - IT-Innovation-311 Call Center2018 Budget Presentation
Information Technology,
Innovation, 311 Call Center
October 4, 2017
TABLE OF CONTENTS
FUND 279 – IT / INNOVATION / 311 CALL CENTER ............................................... 2‐15
POWERPOINT PRESENTATION .................................................................................. 16‐27
City of South Bend, Indiana 2018 Budget
Fund 279 - IT / Innovation / 311 Call Center
Fund Type Internal Service Control City Funds
2017 2018 Budget
2015 2016 Amended 06/30/17 Proposed Forecast Variance %
Actual Actual Budget Actual Budget 2019 2020 2021 2022 2017-2018 Change
Revenue
Charges for Services - - - - - - - - - - -
Interest Earnings - - - - - - - - - - -
Other Income - 487,897 5,205,034 2,583,726 6,850,931 7,737,816 7,627,277 7,624,904 7,657,770 1,645,897 32%
Transfers In - - - - - - - - - - -
Total Revenue - 487,897 5,205,034 2,583,726 6,850,931 7,737,816 7,627,277 7,624,904 7,657,770 1,645,897 32%
Expenditures by Dept
311 Call Center - 487,896 535,429 252,596 592,867 606,466 613,758 621,197 628,785 57,438 11%
Innovation & Technology - - 4,669,605 1,519,580 6,258,064 7,131,350 7,013,518 7,003,707 7,028,985 1,588,459 34%
Total Expenditures - 487,896 5,205,034 1,772,176 6,850,931 7,737,816 7,627,277 7,624,904 7,657,770 1,645,897 32%
Expenditures by Type
Personnel
Salaries & Wages - 319,674 1,413,948 648,369 1,629,235 1,661,820 1,694,600 1,728,036 1,762,141 215,287 15%
Fringe Benefits - 137,668 639,751 261,728 744,584 767,707 785,417 803,738 822,691 104,833 16%
Total Personnel - 457,342 2,053,699 910,097 2,373,819 2,429,527 2,480,017 2,531,774 2,584,832 320,120 16%
Supplies - 2,656 981,191 31,930 102,493 102,493 102,493 102,493 102,493 (878,698) -90%
Services & Charges
Professional Services - - 867,413 86,127 1,209,300 1,784,300 1,784,300 1,784,300 1,784,300 341,887 39%
Printing & Advertising - - - - - - - - - - -
Education & Training - 2,033 69,805 10,710 77,900 63,400 63,400 63,400 63,400 8,095 12%
Travel - 6,836 33,483 13,148 26,710 26,710 26,710 26,710 26,710 (6,773) -20%
Repairs & Maintenance - 3,336 1,027,629 644,513 2,449,381 2,344,993 2,175,312 2,175,404 2,175,404 1,421,752 138%
Other Interfund Allocations - 11,352 22 12 22 22 22 22 22 - 0%
Debt Service
Principal - - 153,113 64,244 181,339 236,079 244,627 190,300 170,000 28,226 18%
Interest & Fees - - 10,207 7,716 39,776 - - - - 29,569 290%
Insurance - 1,896 4,562 2,280 5,067 5,168 5,272 5,377 5,485 505 11%
Transfers Out - - - - - - - - - - -
Other Services & Charges - 2,445 3,910 1,399 385,124 745,124 745,124 745,124 745,124 381,214 9750%
Total Services & Charges - 27,898 2,170,144 830,149 4,374,619 5,205,796 5,044,767 4,990,637 4,970,445 2,204,475 102%
Capital - - - - - - - - - - -
Total Expenditures - 487,896 5,205,034 1,772,176 6,850,931 7,737,816 7,627,277 7,624,904 7,657,770 1,645,897 32%
Net Surplus / (Deficit)- 1 - 811,550 - - - - -
Beginning Cash Balance - - - - - - - - Cash Reserve
Cash Adjustments - (1) - - - - - -
Ending Cash Balance - - - - - - - -
Cash Reserves Target - - - - - - - -
Fund Purpose:
Explain Significant Revenue, Expenditure and Staffing Changes/Variances Below:
No reserve requirement
This internal service fund was established in 2016 to track the operational revenues and expenditures on the 311 Call Center, whose expenses in previous years were charged to the General Fund. The 311
Call Center was established to handle resident telephone calls in an efficient and effective manner. It provides residents with a "one-stop" shop to contact city departments with inquiries and service requests.
Starting in 2017, the Department of Innovation & Technology was moved to this fund. The IT Dept provides technical services to the various departments within the City. The Department of Innovation &
Technology's goal is to empower an innovative workforce and a thriving community through technology, data, and strategic partnerships.
In 2018, all IT expenditures, including telephone costs, are being transferred to this fund. Changes in Other Services & Charges is due to telephone expenses previously being funded through the County
Option Income Tax (COIT) Fund 404. While the above shows a large increase in expenditures from 2017 to 2018, the increase is due mainly to the department taking on all IT related costs for all
departments. In order to better understand the technology costs throughout the City, all technology costs will be paid through one fund and then allocated out to the receiving departments. By analyzing the
technology costs, the City was able to find significant savings for 2018 related to telephone circuits. The goal is to continue to work with departments to find efficiencies through technology and innovations.
Major budget changes include:
- Transferred remaining IT items that used to be budgeted in each department’s budget $976,000
- Enrolled all devices in tech refresh adding $57,793.97
- Consolidation of contracts for telephone services, $373,000, allows buildout of infrastructure in 4 year plan to empower residents and bridge digital divide
- Insourced professional services engagement to Director of Civic Innovation position with $74,980 salary to empower all residents to the innovation economy
- New annual survey to assess resident satisfaction at a neighborhood level $21,000
Once the City selects a new enterprise resource planning (ERP) system, the software costs will be paid out of the COIT Fund 404.
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City of South Bend, Indiana 2018 Budget
Fund 279 - IT / Innovation / 311 Call Center
Accomplishments, Goals, KPI's
2017 Accomplishments & Outcomes
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2018 Department Goals & Objectives
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Key Performance Indicators (KPI's)
Measure Type
Long Term
Goal
2016
Actual
2017
Estimated
2018
Target
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Types: output, efficiency, effectiveness, quality, outcome, technology
2018 Significant Changes/Challenges/Opportunities
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Onboard Building Department and the Recreation Division of Venues, Parks & Arts
Content Management Licensing Consolidation
Software Licensing Review, Management, and Consolidation
311 Customer Service Center
Develop 311 as a multi-channel customer service center, more than a call center
Assist departments to reduce calls about errors and miscommunication
As a percentage of the City’s operating budget, the IT expenditure is ~ 2.2% -- well below the 3-6% benchmark of other cities. This includes
investments in modernizing key technology assets.
Coordinate with local partners including workforce development agencies, health care providers, and educational institutions to develop solutions to
community problems including digital divide
Continue to support departmental priorities: work orders and GIS, Parks equity and access, workforce development, utility billing, human-centered
design, advanced analytics for targeted policies
Applications Division
Infrastructure Division
Customer resource management (CRM) training for departments and CRM interfaces with other City software
Finance, Payroll, and Utility Billing software selection and implementation
Continue to refresh critical network gear to ensure a secure network and to build a 10 GB backbone
Service/Work order management implementation
GIS data clean-up and task automation
Increase free wireless throughout the city for all residents and employees
Upgrade operating system of critical servers and continue to improve security and reliability
Connect new and remodeled facilities
Prepare for exponential growth of data and storage needs e.g. camera footage, GIS data
Services Division
Printer Management and Centralization
Mobile Device Standardization
Review and Reevaluation of Security and Rights Management
Plan and invest for future success
Develop partnerships that continue to make South Bend competitive in a 21st century inclusive economy
Gain efficiencies and transparency by continuing to centralize and allocate expenditures
Finished TeleStaff implementation in partnership with Police Department (no more blue slips)
Relaunched Open Data Portal, and launched Police Department Transparency Portal
Heavily assisted in the implementation of PSAP, moving along several key milestones on infrastructure and technology
Knowledge Management – Standardizing how we document and communicate what the City does for its residents clarifying expectations
Performance Management – Utilities; Venues, Parks & Arts; Police Department
Continue to develop the City's Geographic Information System (GIS)
Business Analytics
Cross-departmental SBStat focused on neighborhoods and annual neighborhood and services survey
Pursue grants and other funding partnerships to improve city services and connect residents with the innovation economy
Civic Innovation
Scale community programs such as Bowman Creek Educational Ecosystem across the community, and Technology Resource Center
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City of South Bend, Indiana 2018 Budget
Fund 279 - IT / Innovation / 311 Call Center
Staffing (Full-Time Employees only)
2017 2018
2016 Amended 06/30/17 Proposed Forecast
Position (* New title or additional position)Actual Budget Actual Budget 2019 2020 2021 2022
Non-Bargaining
311 Call Center:
Director of 311 Call Center 1.0 1.0 1.0 1.0 1.0 1.0 1.0 1.0
311 Customer Service Supervisor 1.0 1.0 1.0 1.0 1.0 1.0 1.0 1.0
311 Customer Service Liaison * 3.0 3.0 3.0 4.0 4.0 4.0 4.0 4.0
311 Customer Service Liaison II 1.0 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Information Technology /Innovation:
Chief Technology Officer - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Chief Innovation Officer - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Director of Infrastructure - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Infrastructure Manager - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Infrastructure Specialist - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Director of Services - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Services Manager - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Services Specialist - Police - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
GIS Manager - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Director of Applications - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Applications Manager - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Applications Specialist - 3.0 3.0 3.0 3.0 3.0 3.0 3.0
Director of Business Analytics - 1.0 1.0 1.0 1.0 1.0 1.0 1.0
Business Analyst - 3.0 3.0 3.0 3.0 3.0 3.0 3.0
Project Manager *- - - 1.0 1.0 1.0 1.0 1.0
Director of Innovation *- - - 1.0 1.0 1.0 1.0 1.0
Total Non-Bargaining 6.0 24.0 24.0 27.0 27.0 27.0 27.0 27.0
Bargaining
Total Bargaining - - - - - - - -
Total Full-Time Employees 6.0 24.0 24.0 27.0 27.0 27.0 27.0 27.0
Explain Significant Staffing Changes Below:
Add 1 FTE to 311 Call Center:
- Proposing to move one part-time 311 Customer Service Liason to full-time
Add 2 FTE to IT / Innovation:
- Project Manager was paid out of Police budget in 2017, will be paid out of IT budget in 2018
- Director of Innovation requested for 2018
4
201720172017 6/30/17 201820152016 Original Amended YTD YTD EstimatedACCOUNT NUMBER ACCOUNT DESCRIPTIONActual Actual Budget Budget Actual Actual RevenueIT-INNOVATION-311 CENTER279-0000-380.10-80 IT ALLOCATION FEE00 5,197,431 5,205,034 3,444,968 2,583,726 6,850,931LEVEL TEXTTEXT AMT02 IT ALLOCATION6,850,9316,850,931------------ ------------ ------------ ------------ ------------ ------------ ------------*00 5,197,431 5,205,034 3,444,968 2,583,726 6,850,931------------ ------------ ------------ ------------ ------------ ------------ ------------** IT-INNOVATION-311 CENTER00 5,197,431 5,205,034 3,444,968 2,583,726 6,850,931Fund 279 - IT / Innovation / 311 Call CenterCity of South BendRevenue10/04/17, 10:13am5
201720172017 6/30/17 201820152016 Original Amended YTD YTD EstimatedACCOUNT NUMBER ACCOUNT DESCRIPTIONActual Actual Budget Budget Actual Actual Revenue279-0104-392.04-00 ADMINISTRATIVE COST0 487,89700000------------ ------------ ------------ ------------ ------------ ------------ ------------*0 487,89700000------------ ------------ ------------ ------------ ------------ ------------ ------------** 311 CALL CENTER0 487,89700000------------ ------------ ------------ ------------ ------------ ------------ ------------*** IT-INNOVATION-311 CENTER0 487,897 5,197,431 5,205,034 3,444,968 2,583,726 6,850,931Fund 279 - IT / Innovation / 311 Call CenterCity of South BendRevenue10/04/17, 10:13am6
201720172017 6/30/17 201820152016 Original Amended YTD YTD ProposedACCOUNT NUMBER ACCOUNT DESCRIPTIONActual Actual Budget Budget Actual Actual ExpendituresIT-INNOVATION-311 CENTER279-0104-413.10-01 REGULAR WAGES0 279,121 302,022 302,022 212,189 152,385 355,293LEVEL TEXTTEXT AMT02 1 DIRECTOR 311 CALL CENTER @ $74,90974,9094 311 CUSTOMER SERVICE LIASONS @ $44,716178,8641 311 CUSTOMER SERVICE LIASON II @ $46,46946,4691 311 CUSTOMER SERVICE SUPERVISOR @ $49,09949,09910% ALLOCATION OF CIO SALARY10,229ADJUSTMENT FOR SALARY CAP4,277-355,293279-0104-413.10-04 EXTRA AND OVERTIME00300300000279-0104-413.10-09 PERMANENT PART-TIME0 40,553 52,780 52,780 16,933 12,104 22,358LEVEL TEXTTEXT AMT02 PART TIME 311 CUSTOMER SERVICE LIASON22,35822,358279-0104-413.11-01 FICA - REGULAR0 24,297 27,165 27,165 17,037 12,267 28,891LEVEL TEXTTEXT AMT02 ALL WAGES $377,651 * 7.65%28,89128,891279-0104-413.11-04 PERF - REGULAR0 31,892 33,860 33,860 23,787 17,350 39,793LEVEL TEXTTEXT AMT02 FULL TIME SALARIES $355,293 * 11.2%39,79339,793279-0104-413.11-07 UNEMPLOYMENT COMP0456888888000279-0104-413.11-08 HEALTH INSURANCE0 74,688 81,451 81,451 56,716 40,073 115,702LEVEL TEXTTEXT AMT02 HEALTH 7.1 EE * $16,200115,020LTD 7.1 * $96682115,702279-0104-413.11-09 LIFE INSURANCE0765732732540385852LEVEL TEXTTEXT AMT02 LIFE 7.1 EE * $120852852279-0104-413.11-12 AUTO ALLOWANCE0 4,80000000LEVEL TEXTTEXT AMTFund 279 - IT / Innovation / 311 Call CenterCity of South BendExpenditures10/04/17, 10:13am7
201720172017 6/30/17 201820152016 Original Amended YTD YTD ProposedACCOUNT NUMBER ACCOUNT DESCRIPTIONActual Actual Budget Budget Actual Actual Expenditures02 DELETED279-0104-413.11-24 CELL PHONE ALLOWANCE0770660660440330660LEVEL TEXTTEXT AMT02 $55/MO * 12660660279-0104-413.11-29 PARENTAL LEAVE000000945LEVEL TEXTTEXT AMT02 ALL WAGES $377,651 X 0.25%945945------------ ------------ ------------ ------------ ------------ ------------ ------------* PERSONNEL SERVICES0 457,342 499,858 499,858 327,642 234,894 564,494279-0104-413.21-02 PRINT SHOP0350050000100LEVEL TEXTTEXT AMT02 MAILING100100279-0104-413.21-03 C.S. OFFICE SUPPLIES02245005004942250LEVEL TEXTTEXT AMT02 ESTIMATE250250279-0104-413.21-04 OTHER OFFICE SUPPLIES0 2,241 1,800 2,295 1,218 1,208 1,800LEVEL TEXTTEXT AMT02 HEADSETS, BATTERIES, MAINTENANCE1,5002 CHAIRS3001,800279-0104-413.21-05 SMALL OFFICE EQUIPMENT0188 5,500 5,500188188500LEVEL TEXTTEXT AMT02 ESTIMATE500500279-0104-413.22-61 PROMOTIONAL SUPPLIES00 2,000 3,996 1,996 1,996 2,000LEVEL TEXTTEXT AMT02 311 DAY, CUSTOMER SERVICE WEEK, BILLBOARDS,STREET BANNERS2,0002,000Fund 279 - IT / Innovation / 311 Call CenterCity of South BendExpenditures10/04/17, 10:13am8
201720172017 6/30/17 201820152016 Original Amended YTD YTD ProposedACCOUNT NUMBER ACCOUNT DESCRIPTIONActual Actual Budget Budget Actual Actual Expenditures------------ ------------ ------------ ------------ ------------ ------------ ------------* SUPPLIES0 2,656 10,300 12,791 3,451 3,434 4,650279-0104-413.31-71 CENTRAL STORES ALLOCATION002222161222LEVEL TEXTTEXT AMT02 ALLOCATION2222279-0104-413.31-72 GIS ALLOCATION0 11,35200000LEVEL TEXTTEXT AMT02 PER ALLOCATION279-0104-413.32-04 TELEPHONE0 2,16000000LEVEL TEXTTEXT AMT02 PER ALLOCATION279-0104-413.32-21 TRAVEL - MILEAGE00600350146146600LEVEL TEXTTEXT AMT02 ESTIMATE600600279-0104-413.32-22 TRAVEL - AIRFARE0 1,365 2,500 5,114 5,113 5,113600LEVEL TEXTTEXT AMT02 ESTIMATE FOR ANNUAL CONFERENCE600600279-0104-413.32-23 TRAVEL - HOTEL0 4,591 6,850 6,509 6,033 3,511 5,400LEVEL TEXTTEXT AMT02 ESTIMATE5,4005,400279-0104-413.32-24 TRAVEL - MEALS0733750750682584750LEVEL TEXTTEXT AMT02 ESTIMATE FOR CONFERENCES750750279-0104-413.32-25 TRAVEL - OTHER0147800800639639800LEVEL TEXTTEXT AMT02 ESTIMATE800800279-0104-413.34-02 LIABILITY INSURANCE0 1,896 1,430 1,430952714 1,251Fund 279 - IT / Innovation / 311 Call CenterCity of South BendExpenditures10/04/17, 10:13am9
201720172017 6/30/17 201820152016 Original Amended YTD YTD ProposedACCOUNT NUMBER ACCOUNT DESCRIPTIONActual Actual Budget Budget Actual Actual ExpendituresLEVEL TEXTTEXT AMT02 PER ALLOCATION1,2511,251279-0104-413.36-04 COMPUTER EQUIP R&M0 3,33600000LEVEL TEXTTEXT AMT02 ALLOCATION279-0104-413.37-03 OFFICE SPACE00 2,000 3,200 2,400 1,200 2,000LEVEL TEXTTEXT AMT02 ESTIMATE - MORE SPACE2,0002,000279-0104-413.39-11 DUES & MEMBERSHIPS028530030000300LEVEL TEXTTEXT AMT02 311 SYNERGY200AGCCP100300279-0104-413.39-70 EDUCATION & TRAINING0 2,033 2,416 4,305 2,348 2,348 12,000LEVEL TEXTTEXT AMT02 6 CLASSES AT $350 EACH12,00012,000------------ ------------ ------------ ------------ ------------ ------------ ------------* OTHER SERVICES & CHARGES0 27,898 17,668 22,780 18,329 14,268 23,723------------ ------------ ------------ ------------ ------------ ------------ ------------** 311 CALL CENTER0 487,896 527,826 535,429 349,422 252,596 592,867Fund 279 - IT / Innovation / 311 Call CenterCity of South BendExpenditures10/04/17, 10:13am10
201720172017 6/30/17 201820152016 Original Amended YTD YTD ProposedACCOUNT NUMBER ACCOUNT DESCRIPTIONActual Actual Budget Budget Actual Actual Expenditures279-0672-415.10-01 REGULAR WAGES00 708,903 642,649 515,402 361,762 1,251,584LEVEL TEXTTEXT AMT02 1 CHIEF TECHNOLOGY OFFICER100,2841 CHIEF INNOVATION OFFICER100,2841 DIRECTOR OF INFRASTRUCTURE73,4401 DIRECTOR OF APPLICATIONS73,4401 DIRECTOR OF SERVICES73,4401 DIRECTOR OF INNOVATION73,4401 DIRECTOR OF BUSINESS ANALYTICS73,4401 INFRASTRUCTURE MANAGER64,9551 PROJECT MANAGER64,9551 GIS MANAGER60,6491 SERVICES MANAGER58,1441 SERVICES SPECIALIST - POLICE53,6131 INFRASTRUCTURE SPECIALIST53,6131 APPLICATIONS MANAGER53,6133 APPLICATIONS SPECIALIST ($53,613)190,8393 BUSINESS ANALYST ($50,980)152,94020 FTELESS 10% OF CIO SALARY TO 31110,229-ADJUSTMENT FOR SALARY CAP59,276-1,251,584279-0672-415.10-09 PERMANENT PART-TIME0000 2,542 2,5420LEVEL TEXTTEXT AMT02 VARIOUS279-0672-415.11-01 FICA - REGULAR00 54,231 54,231 38,333 27,012 95,778LEVEL TEXTTEXT AMT02 ALL WAGES @7.65%95,77895,778279-0672-415.11-04 PERF - REGULAR00 79,397 79,397 57,725 40,517 140,224LEVEL TEXTTEXT AMT02 FULL TIME WAGES @11.2%140,224140,224279-0672-415.11-07 UNEMPLOYMENT COMP00 1,772 1,772000279-0672-415.11-08 HEALTH INSURANCE00 165,157 165,157 121,114 82,322 307,995LEVEL TEXTTEXT AMT02 18.9 FTE @ $16,200306,18018.9 FTE @ $961,815307,995Fund 279 - IT / Innovation / 311 Call CenterCity of South BendExpenditures10/04/17, 10:13am11
201720172017 6/30/17 201820152016 Original Amended YTD YTD ProposedACCOUNT NUMBER ACCOUNT DESCRIPTIONActual Actual Budget Budget Actual Actual Expenditures279-0672-415.11-09 LIFE INSURANCE00 1,374 1,374 1,010690 1,374LEVEL TEXTTEXT AMT02 @$1201,3741,374279-0672-415.11-24 CELL PHONE ALLOWANCE00 11,880 11,880 3,100 2,300 9,240LEVEL TEXTTEXT AMT02 14 EMPLOYEES @$559,2409,240279-0672-415.11-29 PARENTAL LEAVE000000 3,130LEVEL TEXTTEXT AMT02 SALARY $1,251,997 X 0.25%3,1303,130------------ ------------ ------------ ------------ ------------ ------------ ------------* PERSONNEL SERVICES00 1,022,714 956,460 739,226 517,146 1,809,325279-0672-415.21-04 OTHER OFFICE SUPPLIES00 625,400 625,4006581140LEVEL TEXTTEXT AMT02 MOVED TO TELEPHONE EXPENSE LINE IN 2018279-0672-415.21-05 SMALL OFFICE EQUIPMENT00 103,000 103,000 40,293 28,382 97,843LEVEL TEXTTEXT AMT02 MISCELLANEOUS SUPPLIES97,84397,843------------ ------------ ------------ ------------ ------------ ------------ ------------* SUPPLIES00 728,400 728,400 40,951 28,496 97,843279-0672-415.31-06 OTHER PROFESSIONAL SVCS00 579,193 645,447 147,305 86,127 1,209,300LEVEL TEXTTEXT AMT02 ACCELA LICENSING240,000WEBSITE MANAGEMENT20,000GIS MASTER PLAN50,000ENFOCUS INTERNS AND FELLOWS85,500OTHER PROFESSIONAL SERVICES440,800METRONET BUILDOUT373,0001,209,300279-0672-415.32-04 TELEPHONE000000 382,824LEVEL TEXTTEXT AMTFund 279 - IT / Innovation / 311 Call CenterCity of South BendExpenditures10/04/17, 10:13am12
201720172017 6/30/17 201820152016 Original Amended YTD YTD ProposedACCOUNT NUMBER ACCOUNT DESCRIPTIONActual Actual Budget Budget Actual Actual Expenditures02 TELEPHONE/INTERNET382,824382,824279-0672-415.32-21 TRAVEL - MILEAGE00700 1,500 1,483610 1,000LEVEL TEXTTEXT AMT02 MISC MILEAGE1,0001,000279-0672-415.32-22 TRAVEL - AIRFARE00 5,900 5,042 2,728715 5,900LEVEL TEXTTEXT AMT02 TRAINING/CONFERENCE5,9005,900279-0672-415.32-23 TRAVEL - HOTEL00 8,400 8,400 7,362973 8,400LEVEL TEXTTEXT AMT02 TRAINING/CONFERENCE8,4008,400279-0672-415.32-24 TRAVEL - MEALS00 2,435 2,435 1,684452 2,435LEVEL TEXTTEXT AMT02 TRAINING/CONFERENCE2,4352,435279-0672-415.32-25 TRAVEL - OTHER00825883882328825LEVEL TEXTTEXT AMT02 TRAINING/CONFERENCE825825279-0672-415.34-02 LIABILITY INSURANCE00 3,132 3,132 2,088 1,566 3,816LEVEL TEXTTEXT AMT02 PER ALLOCATION3,8163,816279-0672-415.36-04 COMPUTER EQUIP R&M00 1,027,629 1,027,629 674,915 644,513 2,449,381LEVEL TEXTTEXT AMT02 REFER TO IT FOR LIST OF ITEMS2,449,3812,449,381279-0672-415.37-11 CAPITAL LEASE PRINCIPAL00 153,113 153,113 80,289 64,244 181,339LEVEL TEXTTEXT AMTFund 279 - IT / Innovation / 311 Call CenterCity of South BendExpenditures10/04/17, 10:13am13
201720172017 6/30/17 201820152016 Original Amended YTD YTD ProposedACCOUNT NUMBER ACCOUNT DESCRIPTIONActual Actual Budget Budget Actual Actual Expenditures02 REFER TO DEBT MASTER SCHEDULE181,339HP LEASES EXISTING AND ESTIMATED181,339279-0672-415.37-12 CAPITAL LEASE INTEREST00 10,207 10,207 9,602 7,716 39,776LEVEL TEXTTEXT AMT02 REFER TO DEBT MASTER SCHEDULE39,776HP LEASES EXISTING AND ESTIMATE39,776279-0672-415.39-70 EDUCATION & TRAINING00 63,400 63,400 8,488 8,362 65,900LEVEL TEXTTEXT AMT02 MEETING/CONFERENCE FEES65,90065,900------------ ------------ ------------ ------------ ------------ ------------ ------------* OTHER SERVICES & CHARGES00 1,854,934 1,921,188 936,826 815,606 4,350,896------------ ------------ ------------ ------------ ------------ ------------ ------------** INFORMATION TECHNOLOGY00 3,606,048 3,606,048 1,717,003 1,361,248 6,258,064Fund 279 - IT / Innovation / 311 Call CenterCity of South BendExpenditures10/04/17, 10:13am14
201720172017 6/30/17 201820152016 Original Amended YTD YTD ProposedACCOUNT NUMBER ACCOUNT DESCRIPTIONActual Actual Budget Budget Actual Actual Expenditures279-0673-415.10-01 REGULAR WAGES00 416,197 416,197 164,744 117,5750LEVEL TEXTTEXT AMT02 VARIOUSADJUSTMENT FOR SALARY CAP279-0673-415.10-10 HIRING BONUS0000 2,000 2,0000279-0673-415.11-01 FICA - REGULAR00 31,839 31,839 12,694 9,1040LEVEL TEXTTEXT AMT02 ALL WAGES @7.65%279-0673-415.11-04 PERF - REGULAR00 46,614 46,614 18,675 13,3920279-0673-415.11-07 UNEMPLOYMENT COMP00 1,040 1,040000279-0673-415.11-08 HEALTH INSURANCE00 100,917 100,917 22,682 15,8060279-0673-415.11-09 LIFE INSURANCE007747742801800------------ ------------ ------------ ------------ ------------ ------------ ------------* PERSONNEL SERVICES00 597,381 597,381 221,075 158,0580279-0673-415.21-05 SMALL OFFICE EQUIPMENT00 240,000 240,000000------------ ------------ ------------ ------------ ------------ ------------ ------------* SUPPLIES00 240,000 240,000000279-0673-415.31-06 OTHER PROFESSIONAL SVCS00 221,966 221,966000279-0673-415.32-21 TRAVEL - MILEAGE00700700660279-0673-415.32-23 TRAVEL - HOTEL00700700000279-0673-415.32-24 TRAVEL - MEALS0030026333330279-0673-415.32-25 TRAVEL - OTHER0003737370279-0673-415.39-11 DUES & MEMBERSHIPS00410410000279-0673-415.39-70 EDUCATION & TRAINING00 2,100 2,100000279-0673-415.39-89 MISC CHARGES & SVCS00001991990------------ ------------ ------------ ------------ ------------ ------------ ------------* OTHER SERVICES & CHARGES00 226,176 226,1762752740------------ ------------ ------------ ------------ ------------ ------------ ------------** PERFORMANCE/INNOVATION00 1,063,557 1,063,557 221,350 158,3320------------ ------------ ------------ ------------ ------------ ------------ ------------*** IT-INNOVATION-311 CENTER0 487,896 5,197,431 5,205,034 2,287,775 1,772,176 6,850,931Fund 279 - IT / Innovation / 311 Call CenterCity of South BendExpenditures10/04/17, 10:13am15
2018 Budget
Department of Innovation & Technology
Vision and Goals
We empower an innovative workforce and a thriving community through technology, data, and strategic partnerships.
•Gain efficiencies and transparency by continuing to
centralize and allocate expenditures
•Plan and invest for future success
•Develop partnerships that continue to make South
Bend competitive in a 21st century inclusive economy
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Services
311
Engaged Residents
Innovation Economy
Technology that Empowers
Applications
Infrastructure
Business
Analytics
Civic
Innovation
Our Strategy
•Continue to drive efficiencies through centralized coordination and transparency in order to invest in our residents by connecting them to opportunities of civic innovation and civic engagement
•Saving $300,000 a year from consolidated telecommunications
infrastructure, and reinvesting them in a 4 year plan to connect all
city facilities to MetroNet higher reliability (public safety), bridge
the digital divide, and enabling South Bend as a Beta City
(Economic Development)
•Empower both residents and employees with data
•CRM 2.0 and Open Data 2.0
•Technology Resource Center
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2017 Highlights
•Finished TeleStaff implementation in partnership with PD (no more blue slips)
•Relaunched Open Data Portal, and launched PD Transparency Portal
•Heavily assisted in the implementation of PSAP, moving along several key milestones on infrastructure and technology
•Knowledge Management – Standardizing how we document and communicate what the City does for its residents clarifying expectations
•Performance Management – Utilities, VPA, PD
•GIS
Benchmarks
Context
•Since 2013, following the Council approved IT Strategic Plan, the City has been leasing all hardware and leveraging Cloud (as-a-Service) infrastructure:
•No CapEx – all expenses are operational (but OpEx is not artificially low)
•No surprises – depreciation, and refresh are accounted every year
•As a percentage of the city’s operating budget, our IT expenditure is ~ 2.2% -- well below the 3-6% benchmark of other cities This includes investments in modernizing key technology assets.
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$-
$1,000,000.00
$2,000,000.00
$3,000,000.00
$4,000,000.00
$5,000,000.00
$6,000,000.00
$7,000,000.00
$8,000,000.00
2017 Allocation 2018 Allocation
2017 and 2018 I&T Expenditures
Unallocated
Water Works
WasteWater
VPA
Sustainability
Street Department
Solid Waste
Sewers
Safety & Risk
Radio Shop
Police
Organic Resources
Morris PAC
Mayor
Legal
Innovation & Technology
Human Rights
Human Resources
Fire
Finance
Engineering
Differences between
2017 besides full
allocations:
•Investment in new
enterprise system
•Neighborhood survey
•National network of safe
communities
•Benefits for new
position and increased
311 staffing
•Finalized adding all
devices to tech refresh
cycle
•More storage for added
video from in-car and
body camera
$-
$500,000.00
$1,000,000.00
$1,500,000.00
$2,000,000.00
$2,500,000.00
$3,000,000.00 Expenditures by Type
2017
2018
Salaries
•2% cost of living increase on salary caps
•Added Director of Civic Innovation (removed $80k that was budgeted for services contract to compensate salary and benefits)
•Upgraded one part time liaison to full time in order to accommodate Code and Building call volume (staffing level in 311 might need to be adjusted based on actual call volume)
Lease Payment
•Final on boarding of devices to tech refresh cycle
Operating
•Transferred items that used to be budgeted in other departments into fully transparent allocation
Professional Services
•$240k for one time implementation of new enterprise permitting and asset management software
•$21k neighborhood survey
•$25k National Network for Safe Communities
•Transferred $373k from Telephone/ Internet to inclusive infrastructure buildout services
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Major Budget Changes
•Transferred remaining IT items that used to be budgeted in each department’s budget $976,000
•Enrolled all devices in tech refresh adding $57,793.97
•Consolidation of contracts for telephone services, $373,000, allows buildout of infrastructure in 4 year plan (Appendix A) to empower residents and bridge digital divide
•Insourced professional services engagement to Director of Civic Innovation position with $74,980 salary to empower all residents to the innovation economy
•New annual survey to assess resident satisfaction at a neighborhood level $21,000
Civic Innovation
•Pursue grants and other funding
partnerships to improve city services
and connect residents with the
innovation economy
•Coordinate with local partners
including workforce development
agencies, health care providers, and
educational institutions to develop
solutions to community problems
including digital divide
•Scale community programs such as
Bowman Creek Educational Ecosystem
across the community, and Technology
Resource Center
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Recent Accomplishments
•Bloomberg What Works Cities
Grant for Johns Hopkins
Performance Management
Technical Assistance
•Bloomberg What Works Cities
Grant for Behavioral Insights
Team Technical Assistance
Training
•Bloomberg What Works Cities
Grant for Results for America:
Repurpose for Results
Assistance
•Arnold Foundation Grant for
Data Science for Social Good
Evaluation of Water Billing
Policy & Practices
Future Projects
•Working with St. Joseph Public Library to
expand Downtown Free Wireless network
to bridge digital divide
•Working to expand programming in
Bowman Creek Educational Ecosystem
across South Bend
•Working with local and national partners
to develop Inclusive Startup Pipeline
•Working with local universities to provide
mutually beneficial civic-applied projects
•Working closely with CoSB Business
Development and Economic
Empowerment to connect Workforce
Development, Technology and
Opportunity
•Working to coordinate engagements with
national networks including MetroLab
and Civic Analytics Network
Current Projects
•SBXG: Advanced
Wireless Testbed
•Bloomberg Mayor’s
Challenge
•SkillUp State of
Indiana Workforce
Grant for Local
Innovation Network
•AISP Learning
Community Grant
•CHeP's Trailblazer
Award
•The Robert Wood
Johnson Foundation
(RWJF) Grant to
locally study Opioids
and Infant Mortality
New Civic Innovation Division
Recent Accomplishments
•Launched SBStat 2.0
•Police: Recruiting,
Professionalization, Career Path
Development
•VPA: Recreation division mission
and strategy, Cost recovery
•Utility: Organic Resources
•Built process for Knowledge
Management and trained end users on
technology
•Established City Communicators Group
•Police Transparency Hub
•Smart Streets Dashboard
•Tax abatement analysis tool
•Updates to Landlord Registration
process
Future Projects
•Cross-departmental SBStat
focused on neighborhoods
•Annual neighborhood and
services survey
•Continue to support
departmental priorities:
•Work orders and GIS
•Parks equity and
access
•Workforce
development
•Utility billing
•Human-centered
design
•Advanced analytics
for targeted policies
Current Projects
•SB Academy: On demand
training for employees
•City website design and project
management
•Project management for Kronos
and HRIS implementations
•Project management for Group
Violence Intervention
•Optimize transfer station
locations
•PlaceMaking Hub
•Accela Citizen Access Portal
•Targeted, data-driven fire
prevention outreach
Business Analytics
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Recent Accomplishments
•Knowledge Management platform
created and deployed
•Beta 311 Portal testing
•Enabled single sign-on for all mobile
devices
•Reconfigured mobile device
management software for a more
secure environment
•Released Open Data 2.0 for a better
user experience
•Cleaned up and organized address
data for PSAP launch
•Kronos data integration with SunGard
•Daily automated utility service data
refresh
•GIS lunch and learns
•Solid Waste special item pickup
routing
•Active Solid Waste live account update
Future Projects
•CRM department
onboarding
•CRM interfaces with
other City software
•Finance and Payroll
implementation
•Utility Billing
implementation
•Service/Work order
management
implementation
•GIS data clean-up
and task
automation
Current Projects
•Customer resource management
(CRM) deployment 2.0
•New City website and service portal
development
•Building redundant GIS system for
geographic work order
management
•Developing better computational
routing for Solid Waste routes
•Identifying and vetting software
replacements for Finance and
Procurement and Utility Billing
•Identifying and vetting software for
Citywide service/work order
management
•HRIS and payroll data conversion
and implementation
•Vetting City software architecture
with consultants to plan for the
future
Applications Division
Application Landscape
Human
Resources
+ Time and
Attendance
Finance +
Procurement
Utility
Accounts
Resident
Engagement
(CRM)
Licensing +
Permitting
Public Safety
CAD*
Police Records
Fire Records
Events and
Registrations
Implemented
(2017)
Budgeted
2018+
No Upgrades
Planned
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Recent Accomplishments
•Maintain and connect employees across 45+ facilities
•Deployed new laptops and new CAD software to over 250 officers and Fire trucks
•Improved the performance, security, and reliability of systems including PD by investing in new equipment and migrating to our secure cloud,
•Completed backlogged projects (some over due by 3 years) and reduced disruptions to service
Future Projects
•Continue to refresh critical
network gear to ensure a
secure network and to build a
10 GB backbone
•Increase free wireless
throughout the city for all
residents and employees
•Upgrade operating system of
critical servers and
•Continuing to improve security
and reliability
•Connect new and remodeled
facilities
•Prepare for exponential growth
of data and storage needs e.g.
camera footage, GIS data
Current Projects
•Implementing Advanced
Malware Protection
•Working on solutions to
increase Wireless Coverage
for Morris & SBPD (In-
Car/Body Cam Video)
•Assist SBPD with new In
Car & Body Cam Solution
•COSB/WWTP Migration to
Cloud environment.
•Working with
Application/GIS team to
build new GIS
servers/solution in Cloud
environment
•Optimizing and investing in
our fiber infrastructure
Infrastructure Division
Recent Accomplishments
•Superion Hosted
Solution
•Transition IT Budget to
Fully Allocated Model
•Centralization of Police
IT
•2017 Technology Refresh
Deployment
•Selectron IVR
Virtualization and
Feature Upgrades
Future Projects
•Printer Management and
Centralization
•Mobile Device
Standardization
•Review and Reevaluation
of Security and Rights
Management
•Content Management
Licensing Consolidation
•Software Licensing
Review, Management, and
Consolidation
Current Projects
•Centralization of Fire IT
•Review and
Consolidation of Phone
Circuits and lines
•Deployment of MS
Office 2016 and
Windows 10
•Reevaluate HelpDesk
Support
Services Division
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Recent Accomplishments
•Received 95,514 YTD
Calls, 180,000 projected
•Average handle time 2
1/2 mins
•Handle Ratio 96.5%
•Average hold time 9.143
secs.
Future Projects
•Develop 311 as a multi-
channel customer service
center, more than a call
center
•Assist departments to
reduce calls about errors
and miscommunication
•Onboard Building
Department, and
Recreation Division in VPA
Current Projects
•Onboard Code
Enforcement
•Assist with CRM
•Assist with multi-
channel customer
engagement strategies
311 Customer Service Center
Appendix A: MetroNetBuildout
Connecting our facilities for reliability and performance
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Phase 1
Locations Sum of EstimatedCost_1 Actual Metronet Quote
Need Rack
Y/N Rack Cost Need Switch Switch Cost Other Costs Phase 1 Total
Building $21,458.08 $10,000.00 N $0.00 N $0.00 550.00 $10,550.00
Central Fire $1,543.86 $6,000.00 N $0.00 N $0.00 550.00 $6,550.00
Fire #2 $27,910.66 $5,500.00 N $0.00 N $0.00 550.00 $6,050.00
Parks Maintenance $64,485.22 $9,000.00 N $0.00 N $0.00 550.00 $9,550.00
Colfax Garage $1,051.71 $21,000.00 Y $750.00 Y $6,000.00 650.00 $28,400.00
Michigan St Garage $10,855.32 $21,000.00 Y $750.00 Y $6,000.00 650.00 $28,400.00
Wayne St Garage $9,149.59 $21,000.00 Y $750.00 Y $6,000.00 650.00 $28,400.00
Total $93,500.00 $2,250.00 $18,000.00 4,150.00 $117,900.00
Phase 2
Locations Sum of EstimatedCost_1 Actual Metronet Quote
Need Rack
Y/N Rack Cost Need Switch Switch Cost Other Costs Phase 1 Total
Fire #10 $158,960.00 137,000.00 N $0.00 N $6,000.00 0.00 $143,000.00
Fire #3 $89,378.55 46,000.00 N $0.00 N $6,000.00 0.00 $52,000.00
Fire #7 $252,723.59 91,000.00 N $0.00 N $6,000.00 0.00 $97,000.00
Fire #8 $96,283.31 56,000.00 N $0.00 N $6,000.00 0.00 $62,000.00
Potawatomi Pool N/A 16,000.00 Y $750.00 Y $6,000.00 650.00 $23,400.00
Kennedy Pool N/A 26,000.00 Y $750.00 Y $6,000.00 650.00 $33,400.00
MLK Center $71,258.88 20,125.00 N $0.00 Y $13,000.00 0.00 $33,125.00
Total $392,125.00 $1,500.00 $25,000.00 1,300.00 $419,925.00
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Phase 3
Locations Sum of EstimatedCost_1 Actual Metronet Quote
Need Rack
Y/N Rack Cost Need Switch Switch Cost Other Costs Phase 1 Total
Erskine Maintenance $34,996.72 $46,000.00 N $0.00 Y $6,000.00 $0.00 $52,000.00
Erskine Pro Shop $3,833.73 $10,210.00 N $0.00 Y $6,000.00 $0.00 $16,210.00
Studebaker Maintenance $114,365.12 $53,000.00 N $0.00 Y $6,000.00 $0.00 $59,000.00
Studebaker Pro Shop $71,051.66 $35,000.00 N $0.00 Y $6,000.00 $0.00 $41,000.00
Byers Softball $66,027.37 $131,000.00 Y $750.00 Y $6,000.00 $650.00 $138,400.00
Leeper Park $36,390.02 $13,000.00 Y $750.00 Y $6,000.00 $650.00 $20,400.00
Rum Village $342,564.41 $37,000.00 Y $750.00 Y $6,000.00 $650.00 $44,400.00
Total $325,210.00 $2,250.00 $18,000.00 $1,950.00 $347,410.00
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