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Home My WebLink About02-15-2022 2021 Annual Report & IT CommitteeInnovation & Technology 2021 Annual Report Contents •Department Overview •2021 Notable Work by Partnered Department •2021 Accomplishments/Highlights by Division •311 •Applications •Business Analytics •Civic Innovation •Infrastructure •Services •Links & More Information Overview All about the Department of Innovation & Technology in 2021 Mission & Mantra •Mission (What we do) •South Bend’s Department of Innovation & Technology leverages technology, data, and design to empower a thriving City workforce and improve quality of life for the region. As a centralized IT and innovation team, we serve City departments. In addition to providing transitional IT services like hardware, technology support, and network maintenance, we help city teams implement new software solutions, improve processes, use data to forward goals, and digitize city services. •Mantra (How we do it) •Listen First, Build With –In 2019, our Department chose this mantra because we believe it represents the human-centered design we aim to infuse into all of our work. I&T Divisions Division Description 311 Call Center frontlines of service delivery Applications Software implementation, custom applications, GIS Business Analytics Analytics, open data, performance management (SB STAT), process improvement, digital services, tech training (SB Academy), civic user testing (SB UX) Civic Innovation Strategic partnerships, grants, regional projects, “beta city” work Infrastructure Resources and services required for the existence, operation and management of an enterprise IT environment including software, physical devices, cloud based systems, virtual environment, storage, backup, wireless, cameras, security, data center and Choice Light. Services Hardware distribution and management, enterprise software and rights management, end- user support, vendor management, technology procurement, reporting *Commuters Trust Mobility innovation and piloting (Bloomberg Mayors Challenge) Chief Innovation OfficerDenise Linn Riedl Operations Manager Kelsey Lange IT Project Management Fellow (PT) IT Project Management Fellow (PT) Director, Commuters Trust Lynn Wetzel Operations Manager Lynn Wetzel Director of Civic Innovation Brian Donoghue Civic Innovation Fellow (PT) TRC Fellow (PT) Assistance Lead Fellow (FT) Director of Business Analytics David Finley Design SpecialistBecky Phung Business Analyst Ryan Ligon Business Analyst VACANT Senior Business Analyst VACANT Data Fellow (PT) Director of 311 Customer Service Cynthia Simmons Supervisor -311 Customer ServiceCathleen Sutherland 311 Customer Service Liaison II Kyle Shuppert 311 Customer Service Liaison Jennifer Sabin 311 Customer Service Liaison Karina Carmona 311 Customer Service Liaison Maria Gonzalez 311 Customer Service Liaison Billi Jo Mayfield 311 Customer Service Liaison Tamina Ewing 311 Customer Service Liaison (PT)VACANT Chief Technology Officer Dan O’Connor Director of InfrastructureMike Sniadecki Manager –Infrastructure Jim Schrader Specialist of Infrastructure Matt Layman System Specialist IIITodd Dutoi Director of ApplicationsKheranJoseph Manager -Data & GIS Bill Moody Senior GIS Specialist Thomas Sniadecki Manager of Applications Jonathan Hebert Applications Developer Jeff Haupt Applications DeveloperJulien Miranda Applications Developer VACANT Applications Fellow Director of ServicesShawn Delahanty Manager –Services Sue Gerlach Specialist of Services Ann Orr Specialist of ServicesHerschel Layman Ovals are temporary consultants external to city staff, yellow = currently vacant 2021 Staffing Changes •3 Application Developer Resignations: •Sara Limon –Moving to Carmel; higher paying position in private sector (~2 year tenure) •Taylor Wiley –Staying in area; higher paying remote flexible job offer at Notre Dame (~2 year tenure) •Bob Vo –Staying in area; higher paying remote job offer at ESRI (~1 year tenure) •2 new Applications Developers onboarded: Jeff Haupt and Julien Miranda •Note: The third AD position has remained vacant due to difficulties with recruitment and getting qualified applicants Early 2022 Staffing Changes •Manager of Operations resignation and promotion •Matt Coats resigned –Staying local; higher paying position in private sector (~7 year tenure) •Kelsey Langue promoted –formerly a Business Analyst •Senior Business Analyst resignation •Ellen Amodei –Moving; higher paying position in private sector firm in Denmark (~2 year tenure at the City) •Civic Innovation Director resignation •Brian Donoghue –Moving; position in D.C.-based national nonprofit (~7 year tenure at the City) 2021 Staff Recognition New Quarterly Department Awards were rolled out in late 2021. The first winners were: •Cathleen Sutherland (Customer Service) •Matt Layman (“Fire” Award) •Jonathan Hebert (“Panic Button”) •Kelsey Lange (Mantra Award) •Herschel Layman (Mayor’s Choice) In 2022 there will be 4 winners in each category. These winners will be celebrated quarterly at a staff gathering and announced broadly to Department Heads as well as IT Committee Members. 2021 Departmental Milestones •What Works City Silver Award. Achieved What Works Cities Silver Certification for second year in a row. •UAP Launch.Launched the new Utility Assistance Program (UAP) and application management tool to implement the more generous monthly billing support the Mayor and Council passed. •COVID Stat. Ran an intergovernmental regional performance management program tracking vaccine rollout and deploying recourses to areas of the City that needed it most. •Build the Budget. Record high budget engagement with new Build the Budget initiative. •Citywide Classroom South Bend. Launched Citywide Classroom South Bend from GEER funds and expanded eligibility. •SLA Refresh. Worked across Departments to improve Service Level Agreement definitions and time for optimal customer service. •Continued tech upgrades. Cityworks implementations, GIS services, new cybersecurity initiatives, hardware refreshes, etc. I&T Select Media Mentions •“Free Internet Coming for More South Bend Students...” •More Workers in South Bend will get rides from Uber, Lyft, Transpo. Here’s Why. •A profile about how the Department discovered and started work on an improved Utility Assistance Program. •A profile on the innovative COVID ‘STAT” performance management program, a data-driven approach to vaccine rollout in South Bend and St. Joseph County. •South Bend Leverages behavioral insights to try and boost Lead Safe applications •South Bend Internet Program Expands to 21st Century Scholars, Teachers •South Bend is recognized as What Works City Silver Award Winner •City Announces Build the Budget Initiative •“Build the Budget’ City Seeks Feedback on 2022 Budget •Mayor Unveils Rebuilding Our Streets Plan 2021 Priorities from 2020 Annual Report •Doing the Basics Better –MFA/Security, CityWorks AMS, Mobile friendly workforce, Process improvement, Hybrid work/meeting environments, Transparency efforts •Providing Data-Driven COVID Support -COVID data support, Vaccine outreach/registration, Economic recovery tracking •Expanding Community/Residential Internet Access –CoSBOpen WiFi, Citywide Classroom SB, Infrastructure/PPP •Measuring + Improving Customer Service –311 Service Tracker, SB STAT,SLA Refresh,Equity/Access, Streamlined Program Applications •Supporting Neighborhood Innovations –Lead, Civic Engagement/Planning,RSVP/Landlord Registration 2021 Work by Department Notable projects and operations broken down by the partnered City Department or Office About this Section I&T is an allocation Department like Legal or Administration & Finance. The core function of our mission is to support internal City Teams in big and small ways. We partner with them modernize, innovate, change, and measure performance. Things excluded from this section: •Most externally facing work, especially in the Civic Innovation portfolio •Support tasks that are small/daily in nature (ex: replacing a Monitor, digitizing files, troubleshooting automation) Citywide (All Departments) I Project/Initiative 2021 Status I&T Division(s) KnowBe4 Baseline Assessment and Cybersecurity Tool procurement Completed SER, INFRAS Reporting Server/Data Lake Build Out Ongoing BA, APPS Web Editors Working Group Completed BA Data Inventory/Data Governance Completed BA Service Level Agreement (SLA) Refresh Completed 311, BA Post-call customer service survey scoping and implementation Ongoing 311, SER SB Academy Classes: Excel, Process Improvement, Teams, Data Visualization, Cybersecurity, etc. Completed BA Citywide (All Departments) II Project/Initiative 2021 Status I&T Division(s) Hybrid Meeting Upgrades + Documentation Ongoing SER Windows 11 Testing & Planning Ongoing SER Website management, daily testing, and speed improvements Completed APPS, INFRAS Hardware Refreshes Completed SER Employee onboarding and account management Completed SER Accessibe ADA Web Implementation Completed BA/SER Hardware and Asset Inventorying/Organizing via Asset Panda Ongoing SER City Forms centralization Completed BA Citywide (All Departments) III Project/Initiative 2021 Status I&T Division(s) Software System Administration Agreements Ongoing Apps, OPS Firewall Clean-up Ongoing INFRAS Internal DNS Clean-up Ongoing INFRAS End of life switch replacements Complete INFRAS Physical door/keycard security upgrades and maintenance Ongoing INFRAS Police Project/Initiative 2021 Status I&T Division(s) Part 1 Crimes Data Review/Audit Ongoing BA Post-incident Process Streamlining Ongoing BA Police Interaction Surveys Completed BA Rugged Refresh 2021 Completed SER SBPD Infrastructure Upgrades/Improvement Ongoing INFRAS MFA Solution for SBPD mobile Completed INFRAS Shotspotter Connect Implementation and Reporting Set-up Completed SER, INFRAS, BA Police II Project/Initiative 2021 Status I&T Division(s) Recruitment Dashboard Revamp Completed BA 21CP Portfolio Management and Working Group Task Monitoring Completed BA Gun Violence Dashboard and Transparency Page Completed BA DUO for PD Completed INFRAS SBPD Server/SAN Infrastructure Upgrade Completed INFRAS Public Works I Project/Initiative 2021 Status I&T Division(s) Releaf Fall 2021 Map and Tracking Completed APPS Sewers Reporting in Cityworks Ongoing APPS LED Conversion Dashboard Ongoing BA Utility Assistance Program (UAP)Completed Apps, OPS, BA, 311 Public Works KBA Improvements Completed BA Eng Project Management Software Selection and Implementation Ongoing BA Paser vs. Roadbotics Analysis Completed BA Public Works II Project/Initiative 2021 Status I&T Division(s) Solid Waste Extra Pick-up and Tote Delivery Routing Tool Completed APPS Cityworks: Mains Ongoing APPS, OPS, BA Water Service Line Strategy + Software + Data Inventory Ongoing APPS, OPS, BA Sewers Service Request Automation in Cityworks Ongoing APPS 2021 rates increase analysis Completed BA Assisted Trash Collection Verification Form Ongoing BA Research and best practices: improved payment options Completed BA Public Works III Project/Initiative 2021 Status I&T Division(s) Organic Resource Scale System Acquisition Ongoing BA, OPS Cityworks for Alley Grading Completed APPS, OPS, BA Streets Plan Project Management, Analysis, and Dashboard Completed BA Utility Delinquency Data Monitoring and Policy Recommendations Ongoing BA Fire Project/Initiative 2021 Status I&T Division(s) Fire Operations Dashboard (Internal)Ongoing BA Fire Operations Dashboard (External)Ongoing BA Fire Department Video Conferencing Upgrade Completed SER Fire Inspection Map, Dashboard, and Fire Prevention Insight Project Ongoing BA Rugged Refresh for Public Safety 2021 Completed SER Central Fire Access Control Project Completed INFR Enhanced Fire Security Project Ongoing INFR DCI/Code/Building I Project/Initiative 2021 Status I&T Division(s) Loan Software Replacement Completed OPS Business Development Website Improvements In progress BA Lead Safe South Bend Behavioral Insights Project Completed BA Neighborhood Maps Tool + Report Completed BA Process change + data collection support for solar electrical apps Completed BA Best Practice Review –Climate Action Performance Management Completed BA New America/Data Kind Evictions Data Project Completed BA, Apps DCI/Code/Building II Project/Initiative 2021 Status I&T Division(s) Tax Abatement Evalution Completed BA Health Food Analysis –Kennedy Park Completed BA Build SB Website Completed BA Business Requirements –Revolving Loan Fund Completed OM SE Childcare Center Strategic Support Completed CI Digital Storefront Grants Completed CI Code <> GIS Data Integration Completed Apps DCI/Code/Building III Project/Initiative 2021 Status I&T Division(s) Code Software Support Ongoing Apps Migrate Historic Preservation Data Ongoing Apps Assistance Programs Centralized Page/Hub Ongoing BA Solar South Bend webpage and related KBAs Completed BA Adult Ed Code School Program Completed CI Admin & Finance/Central/HR Project/Initiative 2021 Status I&T Division(s) Facilities Management Software Requirements Gathering and Process Mapping Completed OPS Facilities Asset Inventory –Schema Developed Ongoing OPS Kronos Telestaff Upgrade Completed OPS Kronos Flashless Upgrade Completed OPS Build the Budget Completed BA UKG GL Reconfiguration Ongoing OPS Risk Assessment Model Ongoing BA Admin & Finance/Central/HR II Project/Initiative 2021 Status I&T Division(s) UKG/Kronos Mobile Application Ongoing OPS Naviline Shutdown Prep: HR/Payroll Reporting Completed Apps Mastercard Hotel/Motel Tax Forecasting Model Ongoing CI DFO Employee Bank Info Update Automation Ongoing OPS Cityworks Exploration: Facilities Ongoing OPS, Apps Legal Project/Initiative 2021 Status I&T Division(s) Microsoft Archiving and Legal Retention Completed SER APRA records retrieval assistance Ongoing SER New Data Sharing Agreements with County, Schools Ongoing CI, BA New Data Sharing Agreements with Academic researchers Ongoing CI, BA FPF Data Privacy Community Ongoing CI Mayor’s Office Project/Initiative 2021 Status I&T Division(s) 311 Outreach with Communications Team Ongoing BA, 311 Build the Budget Completed BA, 311 21 CP Portfolio Management and Working Group Output Tracker Completed BA SB STAT Ongoing BA What Works Cities Certification Completed BA, CI 311 Transferred Calls Analysis + Resident Interviews Completed BA COVID-19 Stat Completed BA, CI VPA I Project/Initiative 2021 Status I&T Division(s) MLK Build the Dream Program Gap Analysis Ongoing BA Morris Patron Data Analysis for Optimal Fundraising Ongoing BA Parks Cameras Safety Impact Year 1 Program Evaluation Completed BA Westside Wednesday Economic Analysis Completed BA Recreation Dashboard Ongoing BA Hit Refresh Economic Impact Analysis Completed BA Cityworks for Mowing Ongoing Apps, Ops, BA Summer 2021 Mowing Analysis and Support Completed Apps, BA Click to add text VPA II Project/Initiative 2021 Status I&T Division(s) Youth Jobs SB –Strategy and Performance Metrics for Youth Program Coordinator Completed BA VPA Fleet Inventory Business Requirements Gathering Completed BA Community Center Check-in Tool Ongoing BA, SER WiFi expansion in Parks Ongoing INFRAS ODI Project/Initiative 2021 Status I&T Division(s) Process Mapping Completed OP Data/data cleaning support Ongoing BA MWBE Spending Dashboard Ongoing BA Various virtual event support Completed SER Council/Clerk Project/Initiative 2021 Status I&T Division(s) PrimeGov Implementation Support Ongoing SER Legislative Video Project Ongoing BA 311 Council Notification Beta Tool Completed BA Various hardware upgrades and refreshes Completed SER Curb and Sidewalk Allocation Tool Completed Apps Clerk Website Refresh Completed BA WNIT Live Feed from Council Chambers Completed SER 311 Accomplishments How the frontlines of city service delivery maintained communications and improved service delivery 311 Accomplishments •For the first time, 311 leveraged its reach by collecting voicemails in the Build the Budget project. •311 partnered with City Teams to co-design and launch the new Utility Assistance Program (UAP) of which 311 plays key application review and resident engagement roles •311 and the Business Analytics team refreshed the City's Service Level Agreements (SLAs) which define success regarding services. Ex: Graffiti removal within 48 hours •See 311 Customer Service Dashboard. Here is 2021 at a glance: •119,475 calls offered •117,055 calls handled •2 minutes average handling time per call •22 second average hold time •2% abandoned call rate 311 Lends a Hand 311 continues to look for new ways to serve residents. Here is a picture of the 311 team at Mayor's Night Out where they helped residents sign up for the new Utility Assistance Program (UAP) Applications Accomplishments How developers collaborate to modernize systems, build solutions with business units, and automate internal processes Applications Accomplishments •Implemented Cityworks for alley grading while also continuing work on Cityworks for Mowing,Water Mains, and Forestry •Launched the new Utility Assistance Program (UAP) application management system to help 311 administer the new billing discount program •Created a new application which continually optimizes routes for solid waste extra pick-ups across the city •Stabilized, maintained and improved current city systems, including Accela, Routeware, enQuesta, CRM,and DFO •Partnered with the BA team to test a new Eviction Data Tool with New America Foundation and DataKind. •Development of several GIS projects including •ReLeaf 2021 Map •Council Sidewalk Map •Neighborhood Services Map Automating Extra Pick-up for Solid Waste This year the Apps Team created a custom application for tracking and routing yard waste and trash extra pick-ups. The app allows the driver the reroute their stops on the fly in an optimal way.This reduces errors that would have led to missed pick-ups and saves the driver time. Photo credit South Bend Tribune The Applications Team are behind the UAP application management and notification system Business Analytics Accomplishments How data analytics, performance management, and design are improving city processes and services Business Analytics Accomplishments •COVID-19 STAT, our first intergovernmental performance management program. Dashboard can be found here. •Awarded ICMA 2021 Certificate of Distinction for Performance Management •Completed 3nd Annual Data Governance Cycle including an updated data inventory, improved and organized GIS data, and a new draft data collection policy formulated in partnership with the Legal Department •Launched and supported Build the Budget which resulted in record levels of resident engagement in the budget process. •Led a Behavioral Insights project to improve the application materials for the Lead Safe South Bend project •Designed and tested the resident experience and application review process for the new Utility Assistance Program (UAP) Business Analytics Accomplishments (cont.) •Developed a Neighborhood Services Map tool with DCI and Applications that can be leveraged to generate reports for Neighborhood Associations and the EEE Team •Launched the Streets Plan & Dashboard in partnership with Solid Waste/Public Works •Ran the Website Working Group which provides training, resources, and hands-on help/consulting for web editors across the City. •Gathered business requirements and solutions researchforvarious software and tech requests from Departments •Conducted several analytics projects for departments, including: •Tax abatement evaluation for DCI •Gun violence and GVI analyses for PD •Salary analysis for Fire Screenshots of the new street conditions dashboard and community insights dashboard launched in 2021, breaking data down at the Council District level The B,A. Project managed Build the Budget, volunteered at events like Westside Wednesday, analyzed the resident feedback, and created a final Report Photo credit South Bend Tribune In partnership with the County Health Department, I&T spent the first half of 2021 helping to organize, analyze, and turn COVID-19 vaccination data into action In partnership with Department of Community Investment, I&T spent the second half of 2021 engaging residents and designing strategies to remove lead from South Bend homes Civic Innovation Accomplishments How strategic local and national partnerships make our city stronger and democratize the benefits of technology Civic Innovation Accomplishments •Awarded What Works Cities Silver Certification for excellence in data-driven governance, innovation, and performance management for second year in a row •Launched the Digital Storefront Grant Program in partnership with DCI •Funded and launched an adult education coding program in partnership with South Bend Code School •Planned and launched the "Winter of Learning,"and the Tech Mentorship Program out of the TRC •Launched Citywide Classroom in partnership with the SBCSC and enFocus •Started the South Bend Community Connectivity Coalition, knitting together stakeholders across the City, Schools, Choicelight, Library, Notre Dame SpectrumX, •Joined the Mastercard City Possible Network and began cross-city piloting on economic activity data and tax forecasting models. •Continued to shepherd the Commuters Trust Program which hit 10,000 rides in South Bend and launched the Community Nonprofit Partnership Program Photo credit South Bend Tribune Photo credit South Bend Tribune Commuters Trust Grows In addition to hitting 10K rides given, Commuters Trust expanded to serve nonprofits – specifically to help job seekers get reliable transportation. Infrastructure Accomplishments The big ways our team extends, maintains, and secures essential 21st Century infrastructure for the whole city Infrastructure Accomplishments •Upgraded existing WiFi Equipment and expanded South Bend Open WiFi footprint to: •Miami Street business corridor •Leeper Park •Byers •Rum Village Nature Center •Pinhook Park •Helped roll out key public safety tools like Shotspotter Connect, Flock, and an ADSI RMS/CAD system upgrade •Enhanced Cyber Security posture by rolling out Office 365 multifactor authentication to 1,000 users and DUO advanced hardware authentication to 250 Police MDT devices •Upgraded the entire Data Center Infrastructure at the Police Department’s Data Center •Modernized the Infrastructure backbone replacing 30 End of Life Switches through city locations •Helped expand the door/physical security solution across more VPA, Fire, and PD locations •Expanded the City's enterprise camera solution to Howard Park, Pinhook, Leeper, and O'Brien •Undertook an uninterruptible power supply (UPS) device refresh across the City, making City operations more resilient to outages Infrastructure's Hidden Work In addition to expanding city infrastructure and maintaining security, Infrastructure also responds to system outages and, has evidenced below, makes order out of chaos! Services Accomplishments How our team addresses daily user needs regarding accounts, access, hardware, and helpdesk services Services Accomplishments •Fire Video Conferencing solution to improve virtual communication and training between stations. •Expansion of Hybrid Meeting setups to more than 10 locations around the City •Improved functionality with Microsoft Audio licensing and live captioning •Refreshed the MDT fleet for Public Safety and ¼ of City computers (~450 machines plus peripherals) •ADSi RMS upgrade -hosted solution, enhanced reporting •Assisted with implementation of ShotSpotter Connect, Kronos Upgrade,Phone System enhancements •New data archiving process to improve Legal retention Services Supports Public Safety Services partnered with Police and Fire Departments in 2021 to refresh the fleet of rugged MDT in-vehicle laptops and tablets. Worked with PD and FD to assess need, research solutions, and procure machines to improve and maintain reliability for at least the next 5 years. Improved speed and memory enhance use of dispatch software. MDTs were staged and deployed out of PD and Central Fire with cooperation and coordination between I&T, PubSafety, Radio Shop, and PSAP. Legacy equipment was DOD wiped and sold to a reseller to help offset the cost of the new machines. Machines are now being used by other local LEA. 2022 Goals Our focus areas for this year 2022 Priorities •Do the Basics Better –Cybersecurity, CityWorks AMS, Mobile friendly workforce, Process improvement, new permitting system, Hybrid work/meeting environments, Transparency efforts •Leverage data/tech for better neighborhood infrastructure –Specifically supporting lighting,sidewalks, misc asset mapping,and WiFi build out •Decrease the Digital Divide –Continue the South Bend Connectivity Coalition,pilot new wireless solutions, expand fiber, attract and leverage federal funding, continue partnerships with the Schools and Libraries •Work with Departments and partners to get funds where they are needed most –Utility Assistance Program (UAP) and relief,SB Enrollment team data-driven outreach, integrate VPA programs into UAP application •Measure + Improve Customer Service –New post-call surveys, monitor SLA times via CRM data, more Spanish language and ADA support, partner with city teams to pilot new methods for improved service delivery and resident experiences •Support Public Safety Transparency and Technology Upgrades –Cameras in parks and public spaces, gun violence/GVI transparency IT Committee 2022 FYIs •Public WiFi Nomination Process is Open. Please spread the word! –Please help up collect nominations from the public on locations/spaces to expand South Bend Open WiFi! See southbendin.gov/2022wifi •2022 will see another Community Survey–We do these every two years. Responses will be collected in the summer of 2022 with results being shared later in the year •The Commuters Trust Program Transition –The Commuters Trust grant period will wrap up at the end of this year and we plan for the project transition into a new operational phase. More to come. •Saving room for opportunity -Due to several grants rolling out this year from state and federal sources, a chunk of our team’s capacity will also go toward seizing these opportunities (specifically around broadband and cybersecurity) and bringing more resources to our area. •Training and turnover–Our team is experiencing a good amount of turnover right now, but we are working diligently on transitioning projects and making our work as sustainable as possible. If you know of partners or people who have questions about any of our openings, please email me at driedl@southbendin.gov More Information Links to more literature and information on the Department. If you have any questions, please email Denise Linn Riedl at driedl@southbendin.gov Links •Innovation & Technology Twitter •Innovation & Technology Medium Blog •TRC Events •Commuters Trust website •Link to Princeton University Case Study on the development of the Department of Innovation & Technology