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HomeMy WebLinkAbout09-26-2023 Information & Technology Budget PresentationCity of South Bend Innovation & Technology City of South Bend Innovation & Technology Innovation & Technology September 26, 2023 | 2024 Proposed Budget City of South Bend Innovation & Technology City of South Bend Innovation & Technology Agenda Quick Background on I&T Recent Accomplishments 2024 Projected Activities Budget Summary Personnel Changes & Re -org Summary Questions Note: There are appendix slides in this presentation meant to provide more follow-up detail September 26, 2023 Budget Hearing City of South Bend Innovation & Technology About I&T, our departmental structure and work Background City of South Bend Innovation & Technology I&T Mission South Bend’s Department of Innovation & Technology (I&T) 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 core IT services like hardware, technology support, security, and network maintenance, we help city teams procure or develop new solutions, improve processes, use data to forward goals, and digitize city services. City of South Bend Innovation & Technology I&T Mantra Listen First, Build With. In 2019, our Department chose this mantra because we believe it represents the human-centered design and collaborative culture we aim to infuse into all our work. Reminder: I&T is an internal service department City of South Bend Innovation & Technology Current State I&T Teams Division Description 311 Customer service call center Applications Software management, custom development, data automation Business Analytics Performance management, data analytics and transparency, web management/training, UX, business process improvement Civic Innovation Digital equity, smart cities/urban sensing, university partnerships, special projects Infrastructure Network maintenance/security, South Bend Open WiFi, cameras, physical and virtual environments Services Helpdesk, hardware/rights/software management and distribution, technology procurement City of South Bend Innovation & Technology City of South Bend Innovation & Technology Current State Org Chart for I&T •33 FTEs •Note a 2023 Q2 change: •Title change only Design Specialist > Web Manager Chief Innovation Officer Director, BA Senior Business Analyst Business Analyst (2) Web Manager (Design Specialist) Director, Civic Innovation Technology Equity Manager Director, 311 Supervisor, 311 Lead Liaison Liaison (5) Ops Manager Chief Technology Officer Director, Services Manager, Services Services Specialist (2) Director, Applications GIS Manager GIS Senior Specialist Assistant Director, Applications Applications Developer II Applications Developer I (2) Director, Infrastructure Manager, Infrastructure System Specialist III (2) City of South Bend Innovation & Technology Current State Org Chart – Team Functions CIO Business Analytics Civic Innovation 311 Operations Manager CTO Services Applications Infrastructure •Priority IT Project Management •Department Portfolio Management •Data Collection & Analytics •Performance (SB STAT) & Evaluations •Data Governance •Training (SB Academy) •Web Content •Business Process Improvement & Process Mapping •Sharepoint/Power automate •Solution Design •Data Visualization & Transparency Projects •Early stage procurement solution research •Smart City projects •Digital Equity projects •University, national network, and philanthropic partnerships •TRC •Special Projects •Helpdesk •Hardware distribution •Phone systems and meeting systems •Rights/permissions management •Vendor management •Building and managing custom integrations •Building and managing custom solutions •Software management and maintenance •Database administration •Data engineering and automation •Maintenance of network, virtual and physical environments •Security •Maintenance of cameras and WiFi •Answer calls •Work with business units to maintain up to date information for public City of South Bend Innovation & Technology I&T Culture, Morale is Strong City of South Bend Innovation & Technology Highlights from 2022 -2023 Recent Accomplishments City of South Bend Innovation & Technology I&T Highlights I •Customer service & resident engagement innovations •898 resident engagements for Build the Budget 2023 – almost 100 more than the year before. Now, for 2024 we are on Deck to break more records. •>4.5/5 average customer service rating for 311 Customer Service calls •In 2022, 48 events held at the South Bend Technology Resource Center (TRC) in partnership with over 66 community organizations •One Stop Shop program and space development ahead of new City Hall •UAP sign-up sprints and results-driven contracting project •National recognition and leadership in data, innovation, tech •What Works Cities Silver for 3rd year in a row (2022) and then What Works Cities Gold (2023). •South Bend recognized as a Digital Equity Trailblazer City. •2023 Strategic national partnerships include Harvard City Leadership Network’s Government Procurement Excellence Cohort, the Bloomberg Data Alliance, and the MetroLab Data Handling Working Group City of South Bend Innovation & Technology What Works Cities Gold SBStat 2023 Projected vpw by operation Business Unit Lobby Reception Storefront Payment Dropbox Document Pick- up/Drop-off Appointments Ad hoc table Building 12 18 EEE 11 Engineering 15 35 Human Rights 10 10 17 Neighborhood H&H 7 5 5 14 Neighborhood S&E 22 16 2 10 OVB 13 4 3 Water Works Utilities 532 115 94 Zoning 16 8 Total 64 581 121 26 195 3 We have started working with City Teams to strategize the streamlined physical and digital “One Stop Shop” customer experience City of South Bend Innovation & Technology City of South Bend Innovation & Technology I&T Highlights II •Successful infrastructure expansions: •8 new Fire Stations, 7 new Parks covered by 79 new wireless access points for the South Bend Open WiFi Expansion. More locations to come in 2024. •City Camera Network first wave expansion to downtown garages, high traffic pedestrian areas/intersections, select VPA locations •Digital Equity Progress: •35,000 Mobile Network Speed Tests completed in partnership with the Solid Waste Team in addition to 800 at-home speed tests collected from residents. •300+ residents completed our digital literacy survey in partnership with SJCPL in 2022 •ACP sign-up and support work begun from $500K in federal funds from the FCC •Won NLC grant to support local business partners with digital access, training needs •Published the Digital Equity Roadmap and became an Indiana Broadband Ready Community •Ongoing PLTE pilot with the SBCSC. Read about this cool project here. City of South Bend Innovation & Technology City of South Bend Innovation & Technology City of South Bend Innovation & Technology I&T Highlights III •Attracting Investment •$2M+ brought in by Civic Innovation Team this year alone across work areas: digital equity, sustainability, early years/learning, business support •Filling local transportation gaps via Commuters Trust (CT) •900+ hourly wage workers supported by Commuters Trust across 12 partnered local employers from 2022 to present. This equates to over 10K discounted ride shares and almost 50K Transpo rides. •Security Progress •2 completed Cybersecurity Assessments •Digital Defense Security Posture GPA improved from 3.35 (B+) to 3.4 (A-) •Phishing fail rates improved from >50% of staff to, most recently, just 6% •Departmental IT Services, Good Housekeeping •4,000+ Helpdesk tickets collected and addressed in 2022 •288 new City computer users created and supported in 2022 •Annual data inventory and hardware refresh •Data/RTCC/RFTP policy updates with Police and Legal City of South Bend Innovation & Technology Commuters Trust Employer Program More than a third of interviewees do not have a car of their own. Enrolled participants are more likely to be moderately or severely transportation insecure - indicating the program is being used by those who need it. At one employer, the program has on average increased hours by 1.27 shifts per month, resulting in an extra $151 dollars a month earned per worker. 85% of enrollees are women, higher than the proportion of total female employees Full-time employees are more likely to enroll in the program Black or African American enrollees are 45% of enrollees See Appendix for more slides on CT program City of South Bend Innovation & Technology I&T Highlights IV •Departmental Partnered Programs: Business Security Grant, UpSkill SB, SolveSB (Affordable Housing, Sustainability) •Departmental Applications/Digital Support : Financial Empowerment Customer Support, UAP 2.0, Forestry Work Orders, RSVP app, Morris SMS notifications, new city design guide, EEE canvassing tools •Departmental Data Support: Traffic calming, utility payment tracking, curbs & sidewalk, street quality dashboard, skating season pass holder tracking, crime analytics & transparency •Departmental Training Support: project management, survey design, Excel, GIS, GenAI (coming soon!) City of South Bend Innovation & Technology City of South Bend Innovation & Technology City of South Bend Innovation & Technology City of South Bend Innovation & Technology City of South Bend Innovation & Technology Our plans for next year based on Department requests, upcoming opportunities 2024 Projected Activities City of South Bend Innovation & Technology Where do our 2024 projected activities come from? •Department Partners. As an internal service department, I&T meets with Departments at the beginning of budget season to understand high level technology goals for the following year. Resident goals drive their goals. Their goals are our goals. •Ex: New road and sidewalk assessments, DCI software •External Opportunities. We see and prepare for opportunities coming down the pipeline: grants, legislation, new standards, City Hall •Ex: Cybersecurity with IOT, state meeting transparency laws •National Best Practices. As centralized IT/data/digital shop, we identify opportunities for improving tech governance, mitigating risk, becoming more efficient •Ex: Citywide MFA, business continuity plans City of South Bend Innovation & Technology City of South Bend Innovation & Technology 2024 I&T Projected Activities •Digitizing/automating more city programs and processes •Improving resident digital engagement: meeting + minute access for boards and commissions; SMS communication, web •One Stop Shop customer experience creation (digital and in - person) ahead of new City Hall, including streamlined/centralized payments •Continued grant writing and partnership building: Public Health, Sustainability, Digital Equity/Broadband, Cybersecurity, Smart City Infrastructure •Sense South Bend, South Bend Open WiFi Phase II •Improved physical security at Water Works and Fire (door access, cameras, etc.) •Software implementations: UKG, Neighborhood Services/Permitting Software, AMS •Driving integration into the Real Time Crime Center across businesses and community partners •Citywide MFA •Data-driven services: sidewalk/streets assessments, city survey •Improved system/product documentation and maintenance: incident response planning, business continuity planning, software maintenance charters Highlight of current plans with Departments Note: not a comprehensive list City of South Bend Innovation & Technology City of South Bend Innovation & Technology 2024 I&T Projected Activities •Digitizing/automating more city programs and processes •Improving resident digital engagement: meeting + minute access for boards and commissions; SMS communication, web •One Stop Shop customer experience creation (digital and in - person) ahead of new City Hall, including streamlined/centralized payments and case management model •Continued grant writing and partnership building: Public Health, Sustainability, Digital Equity/Broadband, Cybersecurity, Smart City Infrastructure •Sense South Bend, South Bend Open WiFi Phase II •Improved physical security at Water Works and Fire (door access, cameras, etc.) •Software implementations: UKG, Neighborhood Services/Permitting Software, AMS •Driving integration into the Real Time Crime Center across businesses and community partners •Citywide MFA •Data-driven services: sidewalk/streets assessments, city survey •Improved system/product documentation and maintenance: incident response planning, business continuity planning, software maintenance charters Theme: Customer Service Excellence City of South Bend Innovation & Technology City of South Bend Innovation & Technology 2024 I&T Projected Activities •Digitizing/automating more city programs and processes •Improving resident digital engagement: meeting + minute access for boards and commissions; SMS communication, web •One Stop Shop customer experience creation (digital and in - person) ahead of new City Hall, including streamlined/centralized payments •Continued grant writing and partnership building: Public Health, Sustainability, Digital Equity/Broadband, Cybersecurity, Smart City Infrastructure •Sense South Bend, South Bend Open WiFi Phase II •Improved physical security at Water Works and Fire (door access, cameras, etc.) •Software implementations: UKG, Neighborhood Services/Permitting Software, AMS •Driving integration into the Real Time Crime Center across businesses and community partners •Citywide MFA •Data-driven services: sidewalk/streets assessments, city survey •Improved system/product documentation and maintenance: incident response planning, business continuity planning, software maintenance charters Theme: Product Management & Maintenance City of South Bend Innovation & Technology City of South Bend Innovation & Technology 2024 I&T Projected Activities •Digitizing/automating more city programs and processes •Improving resident digital engagement: meeting + minute access for boards and commissions; SMS communication, web •One Stop Shop customer experience creation (digital and in - person) ahead of new City Hall, including streamlined/centralized payments •Continued grant writing and partnership building: Public Health, Sustainability, Digital Equity/Broadband, Cybersecurity, Smart City Infrastructure •Sense South Bend – Smart City Tech for Sustainability •Improved physical security at Water Works and Fire (door access, cameras, etc.) •Software implementations: UKG, Neighborhood Services/Permitting Software, AMS •Driving integration into the Real Time Crime Center across businesses and community partners •Citywide MFA •Data-driven services: sidewalk/streets assessments, city survey •Improved system/product documentation and maintenance: incident response planning, business continuity planning, software maintenance charters Theme: Physical & Cyber Security City of South Bend Innovation & Technology City of South Bend Innovation & Technology 2024 I&T Projected Activities •Digitizing/automating more city programs and processes •Improving resident digital engagement: meeting + minute access for boards and commissions; SMS communication, web •One Stop Shop customer experience creation (digital and in - person) ahead of new City Hall, including streamlined/centralized payments •Continued grant writing and partnership building: Public Health, Sustainability, Digital Equity/Broadband, Cybersecurity, Smart City Infrastructure •Sense South Bend, South Bend Open WiFi Phase II •Improved physical security at Water Works and Fire (door access, cameras, etc.) •Software implementations: UKG, Neighborhood Services/Permitting Software, AMS •Driving integration into the Real Time Crime Center across businesses and community partners •Citywide MFA •Data-driven services: sidewalk/streets assessments, city survey •Improved system/product documentation and maintenance: incident response planning, business continuity planning, software maintenance charters Theme: Regional Technology Excellence & Equity City of South Bend Innovation & Technology 2024 proposed budget Budget Summary City of South Bend Innovation & Technology City Budget 2021 Actual 2022 Actual 2023 Adopted Budget 2024 Proposed Budget 01 Mayor's Office (1,716,896)(2,132,797)(1,036,452)(1,109,306) 02 City Clerk (477,787)(433,836)(453,901)(492,180) 03 Common Council (538,882)(509,239)(607,587)(836,294) 04 Administration & Finance (35,073,661)(52,290,061)(43,629,245)(47,911,151) 05 Legal Department (1,227,132)(1,303,534)(1,604,576)(1,731,678) 06 Public Works (93,949,799)(82,035,216)(142,580,721)(110,208,245) 07 Innovation & Technology (9,183,704)(9,298,919)(10,078,207)(13,046,360) 08 Police Department (42,044,556)(43,031,323)(47,335,169)(51,624,654) 09 Fire Department (35,767,842)(37,766,018)(40,474,070)(43,376,050) 10 Dept of Community Investment (34,246,266)(45,085,414)(28,398,300)(48,524,860) 11 Venues, Parks & Arts (22,403,068)(36,464,143)(37,033,164)(34,198,970) Net Surplus / (Deficit) (276,629,592) (310,350,500) (353,231,392) (353,059,747) City of South Bend Innovation & Technology I&T 2024 Proposed Budget Row Labels Sum of 2021 Actual Sum of 2022 Actual Sum of 2023 Amended Budget Sum of 2024 Proposed Budget Capital - - - - Debt Service Interest & Fees 50,358 65,014 60,064 93,470 Debt Service Principal 966,528 930,920 763,196 788,983 Education & Training 33,654 34,682 69,933 67,000 Fringe Benefits 704,230 711,976 974,307 1,414,429 Interfund Allocations 891 653 813 818 Interfund Transfers Out - - - - Other Services & Charges 292,472 243,852 88,490 77,550 Printing & Advertising 3,277 4,366 15,599 16,500 Professional Services 510,586 782,666 1,416,746 646,260 Repairs & Maintenance 3,646,311 3,802,342 4,661,164 5,840,569 Salaries & Wages 1,908,602 1,965,182 2,485,597 3,402,749 Supplies 714,903 468,930 277,840 663,850 Travel 161 24,829 31,550 35,000 Grand Total 8,831,973 9,035,411 10,845,300 13,047,178 City of South Bend Innovation & Technology I&T 2024 Proposed Budget - Increases Row Labels Sum of 2021 Actual Sum of 2022 Actual Sum of 2023 Amended Budget Sum of 2024 Proposed Budget Capital - - - - Debt Service Interest & Fees 50,358 65,014 60,064 93,470 Debt Service Principal 966,528 930,920 763,196 788,983 Education & Training 33,654 34,682 69,933 67,000 Fringe Benefits 704,230 711,976 974,307 1,414,429 Interfund Allocations 891 653 813 818 Interfund Transfers Out - - - - Other Services & Charges 292,472 243,852 88,490 77,550 Printing & Advertising 3,277 4,366 15,599 16,500 Professional Services 510,586 782,666 1,416,746 646,260 Repairs & Maintenance 3,646,311 3,802,342 4,661,164 5,840,569 Salaries & Wages 1,908,602 1,965,182 2,485,597 3,402,749 Supplies 714,903 468,930 277,840 663,850 Travel 161 24,829 31,550 35,000 Grand Total 8,831,973 9,035,411 10,845,300 13,047,178 City of South Bend Innovation & Technology Notes on Increases: Repairs & Maintenance Repairs & Maintenance (+1M Increase over 2023). Top Category Drivers: •Utility Body Camera Upgrade (430K) - Police •Cloud Data Storage and VM Hosting (450K) •Kronos UKG Ready (311K) •HelpDesk Support, N-Able, Taskfire, Desktop Patching (300K) •Lease Payments (250K) •Shotspotter (230K) - Police •Total Streets (186k) – Public Works •Data Plans (140K) •Polaris (130K) - Police •Fusus (124K) - Police City of South Bend Innovation & Technology Notes on Increases: Supplies Supplies Increase Explained by EOL replacement schedule (300K increase over 2023). Drivers: •Firewall Replacement (120K) •EOL Switch and WAP Replacements (200K) City of South Bend Innovation & Technology I&T Ratio of City Budget Over Time City of South Bend Innovation & Technology Rising Tech Demand/Use at the City See Appendix for more stats City of South Bend Innovation & Technology 2024 proposed changes to our team Personnel Changes & Re-org Summary City of South Bend Innovation & Technology Why are changes needed? Centralized I&T was created almost 10 years ago for a smaller city that had less technology, less data, lower technology costs, less external risks, and different resident expectations re: service delivery. Since I&T was created, there have been no significant re-orgs to our structure. In the current structure, there was no dedicated personnel or positions for: •Web management and digital services •Software maintenance/product management •Cybersecurity City of South Bend Innovation & Technology Themes for 2024 I&T Reorganization There are 4 major themes that most proposed changes in I&T structure and personnel relate to: 1.Addressing capacity gaps in maintenance & security 2.Creating a dedicated digital team to address weaknesses in web and embrace future opportunities in low code and resident experience/communication 3.Absorbing Commuters Trust into city operations 4.Centralizing customer service workforce See Appendix slides for more about these themes City of South Bend Innovation & Technology US Digital Response (USDR) Partnership USDR, a national organization dedicated to modernizing government and building digital teams in city government, is providing free technical assistance and advising on our new structure, market appropriate titles, job descriptions, and training plans behind this re -org. Please see more slides in the appendix for more information and details on the I&T re-org. City of South Bend Innovation & Technology City of South Bend Innovation & Technology Current State Org Chart for I&T •33 FTEs •2023 Q2 change: •Title change only Design Specialist > Web Manager Chief Innovation Officer Director, BA Senior Business Analyst Business Analyst (2) Web Manager (Design Specialist) Director, Civic Innovation Technology Equity Manager Director, 311 Supervisor, 311 Lead Liaison Liaison (5) Ops Manager Chief Technology Officer Director, Services Manager, Services Services Specialist (2) Director, Applications GIS Manager GIS Senior Specialist Assistant Director, Applications Applications Developer II Applications Developer I (2) Director, Infrastructure Manager, Infrastructure System Specialist III (2) City of South Bend Innovation & Technology Future State: I&T Divisions Division Description Customer Service & Success 311, Case Management, One Stop Shop City Hall Experience Digital Custom integrations, web apps, UX, Low code platforms & solution design/development,digital communications support , website maintenance and training Data & Performance Performance management, data analytics and transparency, data warehouse. business process improvement, GIS Civic Innovation Digital equity, smart cities/urban sensing, university partnerships, special projects, Commuters Trust + transportation programs/pilots Infrastructure Network maintenance/security, South Bend Open WiFi, cameras, physical and virtual environments Enterprise Services & Software Helpdesk, hardware/rights/software management and distribution, technology procurement, software maintenance Project Management Priority IT Project Management, SB Academy (aka training) Coordination, Department Portfolio Maintenance New Functions for that Division are highlighted. City of South Bend Innovation & Technology City of South Bend Innovation & Technology Future State Org Chart for I&T •47 FTEs •6 absorbed (red) •7 net new (yellow) •Title Changes (yellow outline) •Note 2023 Q2 change: •Title change only Design Specialist > Web Manager Chief Innovation Officer Director, Data & Performance Assistant Director, Data & Performance GIS Senior Specialist Senior Business Analyst Business Analyst (2) Director, Civic Innovation Technology Equity Manager Program Manager - Transportation Director, Customer Service & Success Manager, Customer Success Case Manager (2) Manager, 311 311 Liaison (10) Ops Manager Project Manager Chief Digital Officer Director, Applications Applications Developer II Applications Developer I (2) Director, Digital Services Web Manager Product Manager Solutions Designer Chief Technology Officer Director, Enterprise Services & Software Manager, Enterprise Software Software Specialist Manager, Services Services Specialist (2) Director, Infrastructure Manager, Infrastructure System Specialist III (2) See Appendix for more information on position changes City of South Bend Innovation & Technology City of South Bend Innovation & Technology Future State Org Chart for I&T Zoom in on Customer Service Changes: Merging all frontline Customer Service personnel on one team will: -Allow the city to create a One Stop Shop digital and in-person experience -Pursue centralized/streamlined payments across resident services -Shift from a reactive 311 model to a proactive, holistic case management model -Create a foundation for customer service digital innovation while future-proofing our structure and workforce Chief Innovation Officer Director, Customer Service & Success Manager, Customer Success Case Manager (2)* Manager, 311 311 Liaison (10)* 1 Case Manger + 5 311 Liaisons absorbed City of South Bend Innovation & Technology City of South Bend Innovation & Technology Future State Org Chart for I&T Zoom in on Enterprise Services & Software Changes: This expanded team will take the burden of day-to-day vendor and software management/documentation away from developers and give city teams more assistance with: -Baseline maintenance and tracking of enterprise software issues, needs, upgrades -Continuous communication and IT support for business units managing our most important enterprise software -Good governance via annual software inventories, business continuity plan development Chief Innovation Officer Chief Technology Officer Director, Enterprise Services & Software Manager, Enterprise Software Software Specialist Manager, Services Services Specialist (2) Director, Infrastructure Manager, Infrastructure System Specialist III (2) City of South Bend Innovation & Technology City of South Bend Innovation & Technology Future State Org Chart for I&T Zoom in on Digital Team Changes: The new Digital Team merges the existing Applications Team, Web Manager, and two new roles to create a cohesive team that can build and maintain new solutions (apps, web products, automations) for staff and residents. They will be able to: -Maintain the City’s existing in-house products (CRM, UAP, LRR, RSVP) -Add more capacity for resident communications across web, SMS, newsletters, etc. -Develop on demand low code program solutions and automations for staff Chief Innovation Officer Chief Digital Officer Director, Applications Applications Developer II Applications Developer I (2) Director, Digital Services Web Manager Product Manager Solutions Designer City of South Bend Innovation & Technology City of South Bend Innovation & Technology Future State Org Chart for I&T Zoom in on Operations Changes: Project Manager under the Operations Manager means more stable project management capacity with less turnover. This means less timeline disruptions, and enough man power to properly PM all planned 2024 big, cross-Departmental projects: •Payment Streamlining Project + Digital OSS •UKG Implementation •Accela Replacement/Permitting Solution •Implementing new meeting transparency tools across all Boards & Commissions Chief Innovation Officer Ops Manager Project Manager City of South Bend Innovation & Technology City of South Bend Innovation & Technology Future State Org Chart for I&T Zoom in on Civic Innovation Changes: Civic Innovation will now house Commuters Trust Operations via the Program Manager - Transportation position. This will allow this program and other mobility innovation pilots to be integrated into broader grantmaking and strategic partnership work at the City. Chief Innovation Officer Director, Civic Innovation Technology Equity Manager Program Manager - Transportation City of South Bend Innovation & Technology City of South Bend Innovation & Technology Future State Org Chart for I&T Zoom in on Data & Performance Changes: We are right sizing the scope of the former Business Analytics Team by re-naming them, taking away web management expectations, and adding GIS. This will integrate all data services and platform management on one team. Chief Innovation Officer Director, Data & Performance Assistant Director, Data & Performance GIS Senior Specialist Senior Business Analyst Business Analyst (2) City of South Bend Innovation & Technology Proposed New FTEs in I&T Position Team Quantity Salary Cap 311 Liaison Customer Service 5 $50,742 Manager, Customer Success Customer Service 1 $65,846 Manager, Enterprise Software Enterprise Services & Software 1 $68,644 Software Specialist Enterprise Services & Software 1 $61,669 Program Manager - Transportation Civic Innovation 1 $68,312 Product Manager Digital 1 $61,669 Solutions Designer Digital 1 $61,940 Project Manager Operations 1 $61,669 See Appendix for more information on position changes City of South Bend Innovation & Technology 2024 I&T Budget Summary $13M Proposed I&T Budget, about 2.9% of the City Budget. In context, •There is a notable 20% increase from 2023. Drivers: •higher tech & licensing costs across Departments •absorbed staff from Water Works (6) •new positions to fill our gaps (7 net) •3/5 year cyclical costs associated with EOL infrastructure supplies •The strategic shift from the position/structural changes will: •Address mounting maintenance issues from the increased machines, users, software, and tech expectations •Fill gaps: cybersecurity, web/digital, software maintenance •Set the city up for customer service excellence & modernization City of South Bend Innovation & Technology Please ask now or follow-up via email driedl@southbendin.gov Questions? City of South Bend Innovation & Technology Links Appendix Slides – More Resources and Reading City of South Bend Innovation & Technology More Reading – I&T Reports & Background •You can read a case about the creation of our Department •Link to the Department’s Medium Blog •Transparency & Performance Page •Commuters Trust Site City of South Bend Innovation & Technology Select I&T Media Links •Meet the 2022 Digital Inclusion Trailblazer Cities •Cities are looking at data differently to fight homelessness •Robinson Center awarded $500,000 to expand Talk with Your Baby program •Upskill South Bend looks to certify professionals in the climate industry •City Heroes: Celebrating Data and Analytics Innovators •South Bend business security grants offered for real time crime center •South Bend announces policies for ‘real time crime center’ •City of South Bend named a Broadband Ready Community •South Bend residents invited to participate in 2023 Build the Budget •City of South Bend offers utility assistance programs •Seven cities recognized for exceptional and equitable use of data •South Bend boosting public Wi-Fi in final big expansion push City of South Bend Innovation & Technology Extra slides on I&T Budget numbers and process as well as city tech usage and demand trends Appendix Slides – I&T Budget City of South Bend Innovation & Technology Line Item Example Amount Allocation Method Guardian Care 10,000 100% Police Microsoft O365 199,728 By license eTix 10,100 100% Morris Adobe All Apps Creative Cloud 32,402 By license 311 Travel 12,000 311 Allocation VoIP Licensing 38,000 Num phones •I&T’s budget is comprised of the budgets of all other departments. We begin each budget season taking inventory of all tech operational costs and new needs across the city to put it our budget. •Every line item in the I&T budget is assigned an equation based on how that line item is consumed across Departments. See examples to the left. •Note that some line items are fully dedicated to certain departments and some are shared or “enterprise” resources. •Different I&T staff (individuals and teams) have cross-departmental equations associated with them based on projected amount of support that role provides to that Department. Reminder: How the I&T Budget Works City of South Bend Innovation & Technology I&T Allocation Summary for 2024 DEPT(s)2024 Allocation % 2024 I&T Budget Admin & Finance $745,945 5.7% Clerk/Council $159,570 1.2% DCI $1,494,231 11.5% D&I/HR $143,180 1% Fire $1,106,212 8.5% Legal $267,301 2% Mayor $185,604 1.5% Police/Crime Lab $3,353,113 25.7% Public Works $4,297,670 33% VPA $1,287,504 9.9% City of South Bend Innovation & Technology Rising Tech Demand/Use – More Detail Category 2017 2018 2019 2020 2021 2022 2023 2024 (projected) I&T Budget (Millions $)5.2 6.8 8.35 7.4 9.1 9.7 10 13 I&T as % of City Budget 1.436 1.76 2.27 2.07 2.63 2.41 2.35 2.91 I&T FTE Count 24 27 30 30 30 32 33 45 Total # Supported Devices 1022 1085 1128 1343 1431 1471 1628 1734 Cameras x 76 117 121 125 128 220 260 WAPs x 77 170 197 234 315 365 400 GB on Network x 9067 15875 22720 32526 35217 37910 41597 Door Access Controls x 58 83 87 94 98 112 130 Software programs 29 115 133 145 168 186 208 227 Users Supported x 1123 1204 1213 1192 1163 1275 1695 Number of Helpdesk tickets 1002 1745 4697 4200 4389 4104 4489 4500 City of South Bend Innovation & Technology I&T 2024 Proposed Budget - Decreases Row Labels Sum of 2021 Actual Sum of 2022 Actual Sum of 2023 Amended Budget Sum of 2024 Proposed Budget Capital - - - - Debt Service Interest & Fees 50,358 65,014 60,064 93,470 Debt Service Principal 966,528 930,920 763,196 788,983 Education & Training 33,654 34,682 69,933 67,000 Fringe Benefits 704,230 711,976 974,307 1,414,429 Interfund Allocations 891 653 813 818 Interfund Transfers Out - - - - Other Services & Charges 292,472 243,852 88,490 77,550 Printing & Advertising 3,277 4,366 15,599 16,500 Professional Services 510,586 782,666 1,416,746 646,260 Repairs & Maintenance 3,646,311 3,802,342 4,661,164 5,840,569 Salaries & Wages 1,908,602 1,965,182 2,485,597 3,402,749 Supplies 714,903 468,930 277,840 663,850 Travel 161 24,829 31,550 35,000 Grand Total 8,831,973 9,035,411 10,845,300 13,047,178 City of South Bend Innovation & Technology Notes on Decreases: Professional Services Professional Services decrease can be explained by: •Staff increases •Grant dollars slated for spending in 2024. Ex: •Future cybersecurity/broadband dollars from the State •ACP grant funds from the FCC •American Rescue (Public Safety Tech, Streamlining Assistance) •Redevelopment Funds for Digital Equity City of South Bend Innovation & Technology More information: Public Sector IT Budgets •Gartner Forecast on Government IT Trends and Budget Growth •3 Key Priorities as State and Local Gov IT Budgets Grow •Deloitte study on IT Budget benchmarks across industries •Education & nonprofits: 4.54% •The current 2024 budget ratio sits at 2.9% DRAFT - CONFIDE NTIAL City of South Bend Innovation & Technology Extra slides on proposed positions, raises, structural changes for I&T in 2024 Appendix Slides – Personnel & Re-org Information City of South Bend Innovation & Technology Current State Org Chart – Capacity & Scope Issues CIO Business Analytics Civic Innovation 311 Operations CTO Services Applications Infrastructure We need to right -size the responsibilities of the Applications and Business Analytics teams in terms of scope and volume Current State BA Responsibilities •Data Collection & Analytics •Performance (SB STAT) & Evaluations •Data Governance •Training (SB Academy) •Web Content •Business Process Improvement & Process Mapping •Sharepoint/Power automate •Solution design •Data Visualization & Transparency Projects •Early stage procurement solution research Current State Apps Responsibilities •Building and managing custom integrations •Building and managing custom solutions •Software management and maintenance •Database administration •Data engineering and automation •GIS City of South Bend Innovation & Technology Future State Org Chart – Functions CIO Digital Data & Performance Civic Innovation Customer Service Operations Manager CTO Enterprise Services & Products Infrastructure •Priority IT Project Management •Department Portfolio Management •Training Coordination (SB Academy) •Data Collection & Analytics •Performance (SB STAT) & Evaluations •Data Governance •Data Visualization & Transparency Projects •Early stage procurement solution research •Database administration •Data engineering and automation •Business Process Improvement & Process Mapping •Smart City projects •Digital Equity projects •University, national network, and philanthropic partnerships •TRC •CT •Helpdesk •Hardware distribution •Phone systems and meeting systems •Rights/permissions management •Vendor management •Software maintenance/charters •Building and managing custom integrations •Building, managing, improving custom solutions •Solution Design •Sharepoint/Power automate •Web Content, maintenance, training •Maybe: Centralized Digital Communications Team •Maintenance of network, virtual and physical environments •Security •Maintenance of cameras and WiFi •Answer calls •Take payments •Work with business units to maintain up to date information for public & SLAs •Manage OSS SHARED COMPETENCIES**** •Early stage procurement solution research/market research •Project Management – basic •Product Management – basic •Customer service & relationship management – basic •Vendor management – basic •Business Process Improvement & Process Mapping City of South Bend Innovation & Technology Proposed New FTEs in I&T Position Team Quantity Salary Cap 311 Liaison Customer Service 5 $50,742 Manager, Customer Success Customer Service 1 $65,846 Manager, Enterprise Software Enterprise Services & Software 1 $68,644 Software Specialist Enterprise Services & Software 1 $61,669 Program Manager - Transportation Civic Innovation 1 $68,312 Product Manager Digital 1 $61,669 Solutions Designer Digital 1 $61,940 Project Manager Operations 1 $61,669 City of South Bend Innovation & Technology Proposed Title Changes + >3% Raises Position Title (OLD)Position Title (NEW)2023 Salary Cap Proposed 2024 Salary Cap % Increase Supervisor, 311 Manager, 311 Customer Service $57,244 $65,830 15% Assistant Manager, Customer Service WW Case Manager $52,254 $54,264 3.8% GIS & Data Manager Assistant Director, Data & Performance $74,453 $79,664 7% Director, Business Analytics Director, Data & Performance $84,930 $90,318 6% Deputy CTO Chief Digital Officer $91,440 $107,899 18% Director, 311 Customer Service Director, Customer Service & Success $82,527 $90,318 9.5% Director, Services Director, Enterprise Services & Software $82,527 $94,503 14% City of South Bend Innovation & Technology Proposed >3% Raises Position Team 2023 Salary Cap 2024 Proposed Salary Cap % Increase Director, Civic Innovation Customer Service $82,527 $90,318 9.4% Director, Infrastructure Infrastructure $82,527 $90,318 9.4% GIS Specialist - Senior Data & Performance $56,290 $60,793 8% City of South Bend Innovation & Technology Proposed Title Changes Only Title (OLD)Title (NEW)2023 Salary Cap 2024 Proposed Salary Cap % Increase Assistant Director, Applications Director, Digital Services $87,861 $90,497 3% Lead Liaison Case Manager $52,684 $54,264 3% Note: In 2023 Q2, the Design Specialist position formerly on the Business Analytics team changed titles to “Web Manager” City of South Bend Innovation & Technology Important Considerations: Internal Pay Parity Due to the nature of proposed re -org, a few internal pay parity issues were considered in the overall suite of I&T personnel proposals. Consider: •As a result of absorbing WW personnel, we had to increase Managerial level customer service workers to be comparable to what exists on the Public Works team. •I&T Directors were raised at least to the level of Directors in other Departments, with specific higher skill Directors (Apps, ESS) making slightly more. City of South Bend Innovation & Technology Re-org Priority: Maintenance & Security We need a department that can maintain and secure the technology we’ve implemented since centralization. We need dedicated in-house software maintenance support, not just PM/implementation support. We’ve seen a 97% increase in # software programs since 2018 (115 >> 227). We also need to create dedicated cybersecurity support for these systems either in the form of staff, more professional services or potentially both. Solution: Proposed Enterprise Product & Services Team to be point on enterprise software maintenance and vendor management with business units. City of South Bend Innovation & Technology Re-org Priority: Dedicated Digital Team Digital support at the City is weak and not optimally organized for the strategic vision we want. Currently there is only 1 FT position who is dedicated to running the website and there are no FT people dedicated to digital communications or services. We need to (1) de -tether Apps from software maintenance/vendor work of core IT (2)drive a low-code first approach (3) increase web and digital communications work/training to meet Departmental needs and resident expectations. Solution: Merge web, applications, and digital communications under one Digital Umbrella: the new Digital Team City of South Bend Innovation & Technology Re-org Priority: Commuters Trust Post philanthropic dollars, we seek to maintain the successful Commuters Trust Program as a City in partnership with local employers. Solution: Create a new position in the I&T Civic Innovation Team to own the day-to-day operations of the Commuters Trust program as well as other innovative mobility pilots to fill local gaps. Positioning this FTE in this team means (1) minimizing knowledge transfer (2) positioning CT to align with the City’s grant portfolio and partnerships more broadly City of South Bend Innovation & Technology Re-org Priority: Centralized, Future Forward Customer Service Team The frontline Customer Service team is (1) not as centralized as it could be for resident ease and (2) not yet evolving with the changing nature of that work Solution: Centralized Customer Service Team, absorbing 6 Water Works Customer Service Staff, with a 2024-2025 plan to (1) train workers to staff the future City Hall One Stop Shop (2) take payments across city teams (3) deploy a new Case Management model In the long term, staff will also have training opportunities for more future proof roles in Digital Communications, Product Management/Software Maintenance, and IT Project Management. City of South Bend Innovation & Technology Extra slides from a July IT Committee Meeting providing more background on Customer Service Goals within I&T that connect with the 2024 budget process Appendix Slides – Customer Service City of South Bend Innovation & Technology I&T Customer Service Goals (2024) •Improve customer call experiences: •Reduce repeat callers •Reduce transfers •More case management •More trackable services, customer communication/engagement over statuses •Identify process/service issues and partner with Departments to make improvements •Increase online request volume, decrease call volume •Streamline payments across city teams •Create training pipelines for frontline customer service workers that prepare them for evolving customer service skills City of South Bend Innovation & Technology Customer Service Portfolio (2023 – 2025) Project Description Status Post-call Surveys Post-call data collection on satisfaction with customer service interaction Finished Updated SLAs Updating In Progress “One Stop Shop” Planning Planning for new 311/One Stop Shop visitor experience on the first floor of City Hall In Progress Service Tracker Trackable 311 services In Progress CRM Improvements Updating, stabilizing, and improving City’s Dynamics CRM In Progress Social Media Campaign Refresh: 311, City Service FAQs Refreshed short videos and graphics aiming to boost online requests, customer knowledge Scoping Payment Centralization & Improvement Project Inventorying, then centralizing and streamlining all resident-facing payment experiences at the City (both digital and in-person) Scoping Centralized Intake – Newsletters & SMS Process for residents to get on their preferred city alerts, news, newsletters, etc. run by different teams Not Started – likely a 2024 project when we have more capacity City of South Bend Innovation & Technology All About “One Stop Shop” City Hall Experience The first floor of New City Hall will be a user-friendly, engaging, welcoming place for residents to have their needs met and questions answered. It will feature: •311 personnel and offices •Both walk-in and scheduled opportunities to meet with customer service staff (ex: asking questions, requesting services) •A place to get all City -related payments processed digitally and in person •City teams providing rotating events or drop -in hours to address resident needs (ex: zoning office hours, parking amnesty days) City of South Bend Innovation & Technology Extra slides on Commuters Trust, a program being absorbed into the Civic Innovation Team Appendix Slides – Commuters Trust Spring 2023 83 Commuters Trust is a partnership between the City of South Bend, local employers and community organizations. We’re working to take the stress out of your commute. City of South Bend Innovation & Technology Spring 2023 Employer Partner Program Impact 84 January 2020 - July 2023 Commuters Trust improves the quality of life for our community’s wage workers and marginalized communities by decreasing the stress caused by transportation insecurity, supporting the region’s economic development. Our services •increase job security for wage workers •reduce turnover and no -shows for local employers •broaden access to essential services for underserved communities Our Commitment to the Community 85 Employer Partner Program (EPP) Commuters Trust partners with 12 local employers to provide a back-up plan to workers with unreliable transportation. Its goal is to reduce tardiness and no-shows for employers and to increase job stability for workers. 86 Community Nonprofit Partnership Program (CNPP) 60.8% of South Bend residents are unable to access critical commitments, like medical appointments and childcare, due to lack of reliable transportation. As a solution, Commuters Trust has partnered with United Way to offer ride benefits to marginalized communities through 13 local nonprofits. Benefits offered •up to 10 discounted Uber or Lyft Rides per month •Uber/Lyft benefits are restricted to or from locations of work. •free digital or physical Transpo bus pass •gas cards (limited to Goodwill employees and clients) Benefits offered •Two benefit packages: •4 free Uber rides per month + free digital or physical Transpo bus pass •10 free Uber rides per month •Uber/Lyft benefits can be used on rides in St. Joseph County and often used to meet essential needs Ride Guarantee Spring 2023 Employer Partners 87 *Beacon and City of South Bend VPA were partners from 2019-2020, and WorkOne and Oaklawn from 2020-2021 City of South Bend Innovation & Technology Employee Stories of Impact 88 Priya, TutorND “I am a lead in retail dining and occasionally travel to other destinations. I was previously using Uber to get everywhere because I have been saving up to buy a car, and this program has been very helpful in helping me do so . It gives me peace of mind, and I’ve shared this program with my other employees because it’s useful when people’s cars break down. It’s been an amazing program and I’m very grateful for it.” Dorothy, Notre Dame Elliot, SBCSC More Employee Stories of Impact “I work at the Transportation Call Center, and do not own a vehicle. I can’t rely on others for rides to or from work, so I would pay full price for Lyft if the voucher was not available. I’ve saved $60 since joining the Ride Guarantee program.” “I have a car, but it’s not mine and it’s not reliable, especially in the winter. So, to be sure that I can be there for my students I joined Ride Guarante e. It’s very convenient and has worked well for me and reduced my anxiety when it comes to my transportation. I like being able to know that I can get to work on time.” Names and identifying details have been changed to protect identities City of South Bend Innovation & Technology Employer Partner Program Evaluation 89 More than a third of interviewees do not have a car of their own. Enrolled participants are more likely to be moderately or severely transportation insecure - indicating the program is being used by those who need it. At one employer, the program has on average increased hours by 1.27 shifts per month, resulting in an extra $151 dollars a month earned per worker. 85% of enrollees are women, higher than the proportion of total female employees Full-time employees are more likely to enroll in the program Black or African American enrollees are 45% of enrollees Nonprofit Partners 90 City of South Bend Innovation & Technology CNPP Impact 91 September 2021 - July 2023 City of South Bend Innovation & Technology CNPP Stories of Impact 92 Laura, La Casa de Amistad Tammy, Riverbend Cancer Services Sara, YWCA More CNPP Stories of Impact “It's an answer to my prayers, without it I would be almost housebound. With it I get to go to my doctor's and the lawyers and the grocery.” “I am very grateful for this program, it was such a great help. If it were not for this program, there would have been many days I would not have made it to work. Working with no vehicle is frustrating sometimes. I was happy to know that there were 10 free rides available every month.” “This program has been essential in my school/work activities. I’m grateful to have the opportunity to participate in the program. College is expensive, living and buying food is expensive so being able to save some money regarding transportation has been a huge help. Thank you!” Names and identifying details have been changed to protect identities City of South Bend Innovation & Technology CNPP Evaluation 93 Enrollees are 53.3% less likely to feel “very stressed” about their ability to travel after enrolling in the program. Enrollees’ Transportation Security Index improves by 19.6% after enrolling in the program. 90% of the enrollees were able to spend less on transportation and more on other needs. 66% of enrollees are women, higher than their population share in the city (53%). 67% of enrollees have an annual household income of less than $10,000. Black or African American enrollees are 46% of enrollees - higher than the population share in the city (25%).