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HomeMy WebLinkAbout2018 Innovation and Technology Annual Report tis°STH 8� Filed in Clerk's Office °� _�I�° , :W\ aa [ EBO1J2019 x- ••• x : KAREEMAH FOWLER 1865 CITY CLERK,SOUTH BEND, IN CITY OF SOUTH BEND I N \OVATI O\ & TECH \OLOGY 2018 Departmental Annual Report The Department of Innovation and Technology evolved in 2018, leading the deployment of the new City website, executing on a nationally recognized mobility innovation pilot, and continuing to support internal technology and performance management needs of City Departments. Through these activities and others, the department continues its journey towards empowering an innovative workforce and a thriving community through technology, data, and strategic partnerships. This report contains the highlights of what has happened in its six divisions this year. Division of 311 Customer Services Center The 311 division oversees the City's customer service which connects to our residents with a single point of contact for all requests and non-emergency incident reporting. 2018 achievements include: • Maintained and connected employees across 50+facilities. Uptime continue to improve during this timeframe between this year and last year • 134,097 calls answered for 12 departments • Processed 1,589 email requests • 134,097 calls answered for 12 departments • Processed 1,589 email requests • Processed 2,480 voicemail messages • 311 continued to enter calls and assist with Knowledge Base Management in CRM • 311 continues to identify subjects requiring new Articles • Partnered with Code Enforcement • Continued ongoing proactive approaches to innovative information sharing regarding the City's current events • Abandoned call rate was approximately 2% • Average wait time was 10 seconds • Average speed of answer was 10 seconds • 311 transferred 474 calls to Building Department EXCELLENCE I ACCOUNTABILITY I INNOVATION I INCLUSION I EMPOWERMENT 1200 County-City Building 1227 W.Jefferson Bvld.I South Bend.Indiana 46601 1 www.southbendin.gov CITY OF SOUTH BEND INNOVATION &TECHNOLOGY • 311 continues reporting in NaviLine for the Utility, Elemos for Solid Waste, Accela for Code Enforcement, Pet Point for Animal Care & Control and CRM for all other partnered departments • 311 processed 3,006 online requests for Solid Waste • 311 participated in testing for the Elemos upgrade and the newest version of CRM • Liaisons continued to assist with monitoring and responding to Social Media sites for the City of South Bend • Liaisons completed CliftonStrengths Assessments in order to better assist residentswithh more sensitive issues • 311 was aoint of contact to assist Emergency Management Services with flood issues P g Y g • 311 participated in the Veteran's Stand Down and REAL Services' annual Energy Fair • 311 received 4,861 County Recycling calls and 1,500 other County Services calls in 2018 Division of Business Analytics The business analytics unit acts as liaisons between City departments and the rest of the Department of Innovation and Technology team.They identify opportunities for process improvement, assist departments in maximizing the use of technology, and provide analytic and project management support to promote organizational change and continuous improvement. SB Stat Led the performance management program, SB Stat,which serves four departments and is structured around quarterly, iterative meetings between Department and City leaders. The program supports departments in using data to tackle key challenges and to achieve strategic priorities. SB Stat focus areas and highlights in 2018 included - • Prepared and facilitated 16 SB Stat meetings • Fire - Identifying frequent utilizers of EMS services and redirecting them to other services, building an effective drone program that can serve as a model for other departments • Police - Building the career path development program, recruiting and hiring, crime lab usage patterns • VPA- Park health Facilities and Groundsprocess improvement, recreation program portfolio and lifecycle • Utility-Analysis of credit card fee patterns, understanding and reducing water shutoffs, including evaluation of the payment extension program • Launched new Neighborhood SB Stat program focusing on inter-departmental issues that affect multiple departments, such as sidewalks and vacant lots • Worked with departments to prepare to start sharing materials from these meetings on the City website and launched this new feature in February 2019. SB Academy In 2018 Business Analytics piloted a new training program for City employees, SB Academy. This is a demand-driven program that focuses on hands-on, practical training for skills that employees need to excel in a data-driven government focused on the customer experience and continuous improvement. EXCELLENCE ACCOUNTABILITY I INNOVATION I INCLUSION I EMPOWERMENT 1200 County-City Building 1227 W.Jefferson Bvld.;South Bend,Indiana 46601 I www.southbendin.gov CITY OF SOUTH BEND INNOVATION &TECHNOLOGY • 250 employees provided feedback on their training needs, which informed the offerings • About 150 employees participated in at least one course in 2018, which was our pilot year a In 2018 we provided courses on Microsoft Excel, process improvement, and human- centered design • Based on our success, in 2019 we are scaling up to offer courses on a greater number of topics and with more frequency. Process Improvements In addition to completing two three-day, inter-departmental process innovation trainings, we also worked with individual departments to improve specific processes that they identified. • VPA Facilities and Grounds implemented changes from our process improvement session which resulted in crews spending 50% less time getting to the field each morning • We supported the Clerk's Office in making the process to stream and record Common Council meetings more efficient • We assisted the Human Rights Commission in identifying changes to their process that would allow them to complete intake and assignment of cases more quickly • VPA Experience worked with us to identify opportunities to streamline the special events application process • Working with 311, we mapped our own process for departments to write and publish knowledge (service) articles for 311 and the website.These improvements informed an upgrade to the software which is now available to all City departments. Community Survey We worked with an external partner to develop and administer a citywide survey and gather feedback from residents on their satisfaction with city services and what we should prioritize over the next two years. We plan to administer this survey regularly in order to measure our progress on resident priorities • 721 residents completed the survey, exceeding our target and providing a statistically valid sample at the Council District level • Based on both priority and satisfaction, survey feedback recommended that the City prioritizes-Overall maintenance of City streets, sidewalks, and infrastructure, Overall quality of local police protection, and how well the City is planning growth 311 Dashboard With 311's transition to an upgraded record system in Summer of 2018 and full implementation of the Knowledge Management process established in 2017, we had access to improved data for reporting on the topics and requests that residents contact us about. These dashboards have several benefits, including- • Help process owners and department leadership understand resident concerns, service requests, and patterns in incidents • Provide those who write content for 311 and the website with guidance on topics that residents are asking about • Support 311 in continuous improvement efforts • Increase transparency by sharing data about 311 calls with residents Digitization EXCELLENCE ACCOUNTABILITY I INNOVATION I INCLUSION I EMPOWERMENT 1200 County-City Building 1227 W.Jefferson Bvld.I South Bend.Indiana 466011 www.southbendin.gov CITY OF SOUTH BEND INNOVATION &TECHNOLOGY We supported departments in digitizing their work and better using tools that the City already has available to them in order to be more efficient and data-driven • Together with our Services division, we worked with multiple departments, including Code Enforcement, Fire, and Community Investment to help them digitize paper documents, making it easier to store and utilize historic information • Assisted VPA and Community Investment to establish data tracking systems in SharePoint, which allows them access to real-time dashboards, supports mobile data entry for staff, and improves data quality Division of Services The Division of Services is responsible for the financial management of the department, service planning, and service fulfillment. It oversees the HelpDesk, outsourced to an outside vendor since 2016 • Print Management o Replaced and deployed 66 Multi-Function printing devices across all departments to promote solution consistency and allow for new features o Consolidated hardware leases for MFPs to simplify billing and leverage better lease terms o Implemented secure printing across network printing devices to save paper waste and enhance security o Installed a new Faxing solution to eliminate dependence on legacy phone technology and promote with the City's green initiatives by digitizing an area that previously relied heavily on paper o Consolidated hardware maintenance and toner replacement in a new Managed Print Service model that allowed for aggressive pricing for printing costs • Workstation Management o The Services division worked with a vendor partner to enhance the management of the City's fleet of workstations by implementing a new tool called N-Able o N-Able strengthens security by allowing for network probes to identify unauthorized network-connected devices o N-Able allows for 3rd party software patch management to help ensure all systems are up-to-date o We contracted with our partner vendor to manage and apply all critical patching and feature enhancements for workstations. Deployed —190 Windows security patches per Windows 10 machine through WSUS to keep machines safe from malware and malicious attacks, as well as add features and functionality to Windows-native programs. • Document Management Solution o Services helped departments that rely heavily on archived paper files (Code Enforcement and Fire Inspection Bureau) begin file digitization initiatives EXCELLENCE I ACCOUNTABILITY I INNOVATION ( INCLUSION I EMPOWERMENT 1200 County-City Building 1 227 W.Jefferson Bvld.1 South Bend.Indiana 46601 1 www.southbendin.gov CITY OF SOUTH BEND ' INNOVATION &TECHNOLOGY o Digitization of files improves the time needed for file retrieval and ensures document preservation in accordance with records retention responsibilities o The solution allows for easy digital sharing of information between departments, partner entities, and the public o Over 30,000 records were digitized in 2018 across all departments • Mobility o With the City workforce's need for mobility growing,we started leasing mobile tablets as a cost-effective solution for the field workers to remain in real-time contact with critical City systems o The City deployed 135 mobile tablet devices in 2018 o The City began using mobile solutions to offer more payment options for consumers at Parks locations such as the East Race and city pools Division of Infrastructure The Network Infrastructure within COSB, is comprised of the hardware, software and security resources of an entire network that the team oversees. The infrastructure team plans new deployments, maintains all technology infrastructure inclusive of servers, network devices, wireless network devices, cloud environments, data center, and security; ensuring availability, capacity, and continuity. • Maintained and connected employees across 50+facilities. Uptime continue to improve during this timeframe between this year and last year: o Servers from 99.96 to 99.99 o Network from 99.93 to 99.96 • Optimized and invested in our fiber infrastructure. Phase One & more completed. Sites added include: o Central Fire, Fire Station #5, New Fire Station #4, Park Maint, Street Dept, Colfax Street Garage, Wayne Street Garage, Bldg Dept, MLK Center, & CBC Center • MLK Center—Spark site &Wi-Fi Expansion. • Connect new Fire Station 4 • Continuing to improve security and reliability. Added: o Cisco AMP o Cisco Umbrella o SOPHOS EndPoint • New Wireless Infrastructures for Morris& SBPD (Utility: In-Car/Body Cam Video). • COSB/WWTP Migration to Cloud environment including Maximo. EXCELLENCE I ACCOUNTABILITY I INNOVATION I INCLUSION I EMPOWERMENT 1200 County-City Building 1227 W.Jefferson Bvld.I South Bend,Indiana 466011 www.southbendin.gov CITY OF SOUTH BEND I INNOVATION &TECHNOLOGY Division of Applications The Division of Applications oversees architecting, implementing, configuring, integrating, and supporting all software applications and platforms. • Solid Waste o Migrated from utility account integration from flat file transfer to C#API. o Migrated from local hosted instance to a Microsoft Azure application. • CRM o Launched internal CRM 2.0 • Total rework of software in the newest version of D365 CE o Launched 311 portal o Laid groundwork for online service requests • Website o Launched new City website • GIS o Helped St. Joseph County migrate to modern database editing of spatial data o Helped St.Joseph County clean-up and audit County address and street data for PSAP o Architected new GIS environment to accommodate a larger,future GIS footprint • Software selections o Selected and negotiated contracts to replace finance and procurement software and utility billing software Division of Civic Innovation The Division of Civic Innovation works with City and community partners to improve residents' access to technology and digital literacy. The division connects residents and groups with the technology resources they need to succeed by leveraging connections both internal and external connections. The division works to build collaborations around the South Bend's Smart City and Inclusive Economic Development efforts, working closely with local and national partners to deliver on the Mayor's aspirational vision for South Bend. 2018 achievements include: • Bloomberg Mayors Challenge$1M grant to bridge transportation gaps for South Bend residents • Launched CLICK Sites (Centers for Learning Information Connectivity and Knowledge) in MLK and Charles Black Centers in collaboration with St.Joseph County Public Library and St.Joseph Valley Metronet o Project currently nominated for MIRA Rising Tech Cities Award • Worked with partners to secure funding for Drucker Lifelong Learning Phase II • Expanded access to free public Wi-Fi with deployment in Western Avenue corridor • Continued regional collaborations targeting entrepreneurship and tech talent development • Collaborated with University of Notre Dame and other academic institutions to pursue $30M Advanced Wireless Research Grant. Currently finalists with upcoming site visit EXCELLENCE I ACCOUNTABILITY I INNOVATION I INCLUSION I EMPOWERMENT 1200 County-City Building 1227 W.Jefferson BvId.I South Bend,Indiana 46601 I www.southbendin.gov CITY OF SOUTH BEND I INNOVATION &TECHNOLOGY Conclusion As this young but impactful Department continues to mature and deliver value to city stakeholders and residents alike, we see several broad improvements we aim to tackle in 2019. Organized by the core values of our City, below are the goals that will fuel our coming work in 2019: Excellence. Cities across the globe are leveraging data and technology to improve service delivery and quality of life. In 2019,we aim that at least one of Department projects be recognized as being the best in the state or as being one of the best among comparable cities in the U.S. Accountability. Expanding the work of SB Stat, we will promote a culture of transparency by routinely sharing more of the materials and stories behind the performance management efforts of the city. Innovation. The Department, especially the 311, Services, Applications, and Infrastructure Divisions, provide essential services that fuel daily connections, inspections, data collection, asset management. In 2019, we will help other Departments identify and address operational inefficiencies to save the City time and money. Inclusion. A rising tech tide should lift all boats. With community partners in 2019, the Department seeks to catalyze more civic training and engagement opportunities that onboard more residents in the local tech pipeline. Empowerment. As a Department that drives inclusive growth and innovation for the City and the city, we aim to start with ourselves. In 2019, the Department will nurture internal talent and creativity, challenging team members at all levels to propose new process improvements and develop their skill sets. EXCELLENCE I ACCOUNTABILITY I INNOVATION INCLUSION I EMPOWERMENT 1200 County-City Building 1227 W.Jefferson Bvld.I South Bend.Indiana 46601 I www.southbendin.gov