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HomeMy WebLinkAbout2023 Annual Report_3.21.2024 IT Comm MeetingCity of South Bend Innovation & Technology City of South Bend Innovation & Technology Innovation & Technology 2023 Annual Report City of South Bend Innovation & Technology City of South Bend Innovation & Technology Contents Background on I&T 2023 Accomplishments/Highlights Internal Staffing Updates 2024 Projected Activities & Goals Appendix Slides 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 2023 I&T Divisions 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 2023 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 2023 I&T 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 Some of the bigger things we accomplished! 2023 Highlights City of South Bend Innovation & Technology Customer Service & Engagement •We listen to and engaged with residents to drive service improvements and design City projects: •1,100+ resident engagements for Build the Budget in 2023 •>4.5/5 average customer service rating for 311 Customer Service calls •In 2023, 50+ open training and tech events held at the South Bend Technology Resource Center (TRC) in partnership with dozens of community organizations •We drove progress on One Stop Shop program development ahead of new City Hall, including a re-org with Utility Customer Service Team City of South Bend Innovation & Technology This is a glimpse at Long Beach, CA’s “One Stop Shop”. 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 started working with City Teams to strategize the streamlined physical and digital “One Stop Shop” customer experience City of South Bend Innovation & Technology National Excellence & Recognition •We strive to be the best in Indiana and one of the best small city I&T shops in the country. This year: •We earned What Works Cities Gold (2023) •South Bend was recognized as a Visionary Digital Equity Trailblazer City (2023) •South Bend won the Indiana GovTech “Best App” Award for UAP •Selected for the Bloomberg Data Alliance •Selected for the Procurement Reform & Excellence Cohort at Harvard University •Led the way on Generative AI and was asked to sit on many national networks working groups and Committees: MetroLab, Bloomberg Philanthropies/City AI Connect, National League of Cities AI Committee City of South Bend Innovation & Technology What Works Cities Gold City of South Bend Innovation & Technology 21st Century Infrastructure •Our team led several successful infrastructure expansions to modernize and safeguard South Bend: •22 additional wireless access points for the South Bend Open WiFi Network. More locations to come in 2024. •Supported a successful pilot PLTE network for students with SBCSC. Read about this cool project here. •Successful City Camera Network expansion in 2023 with the first wave expansion to downtown garages, high traffic pedestrian areas/intersections, select VPA locations. More to come in 2024. •40+ businesses awarded grants to improve their technology and integrate with the City’s Real Time Crime Center. City of South Bend Innovation & Technology City of South Bend Innovation & Technology City of South Bend Innovation & Technology Digital Equity & Inclusion •Our team works regionally to help address our digital divide: •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. •$500K in federal grant support secured for ACP sign-up and support •Won NLC grant to support local business partners with digital access, training needs •Achieved “Visionary” status as a City from the National Digital Inclusion Alliance •Led Monthly meetings with the South Bend Connectivity Coalition Read more about our work on the Digital Equity Roadmap City of South Bend Innovation & Technology City of South Bend Innovation & Technology Core IT Support, Security, Policy •As centralized IT, we strive to support and secure our City users: •2 completed Cybersecurity Assessments and new partnerships with Indiana’s Office of Technology •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 2.4%. This means we now are well below the industry benchmark of 6.1%. •~4000 Helpdesk tickets collected and addressed in 2023 •1600+ supported devices at the City – most ever •1222 workstations supported – most ever •New generative AI internal guidelines for staff – one of the first cities of our size to generate guidelines! •Annual data inventory •Annual hardware refresh City of South Bend Innovation & Technology Civic Innovation & Investment •Our team strives to innovative, incubate new ideas, and attract more investment into the area for the City and our partners: •$2M+ brought in by Civic Innovation Team in 2023 across work areas: digital equity, sustainability, early years/learning, business support •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. 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 City of South Bend Innovation & Technology Other I&T Highlights: •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, form creation, Excel, design, GIS, and negotiation simulations City of South Bend Innovation & Technology City of South Bend Innovation & Technology City of South Bend Innovation & Technology City of South Bend Innovation & Technology About our team: changes, staff, culture, etc. 2023 Staffing Updates City of South Bend Innovation & Technology I&T Culture, Morale is Strong City of South Bend Innovation & Technology I&T 2023 Team Survey •About the Survey •Not anonymous - required for all employees, contractors and PT fellows •Goals: Understand our team and what motivates them, take the cultural temperature of the department, get ideas for culture building •Highlights: •Employees want to be more involved in decision-making, more exposure to City leadership and to feel involved in mission •Employees want more fast feedback from supervisors •100% of employees would recommend I&T as a place to work! City of South Bend Innovation & Technology We Undertook Internal Strategic Planning in 2023 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 See Appendix slides for more about rising tech demand at the City 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, provided free technical assistance and advising on our new structure, market appropriate titles, job descriptions, and training plans behind our re-org. 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 product 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 frontline customer service workforce City of South Bend Innovation & Technology City of South Bend Innovation & Technology 2023 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 2024 and Beyond: 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 2024 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) City of South Bend Innovation & Technology What we hope to accomplish with our partners… 2024 Goals & Projected Activities City of South Bend Innovation & Technology About I&T’s Goals As an internal service department, I&T is positioned like an internal consultant to other city departments. They are our customers! We see our department partners’ goals as our goals! 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 City of South Bend Innovation & Technology 2024 I&T Porjected Activities •Digitizing/automating more city programs and processes •Low risk, high reward generative AI projects: City Translation, Internal Bot •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 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 replacement, PD Transparency Overhaul, RTCC expansion •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 •Low risk, high reward generative AI projects: City Translation, Internal Bot •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 •Low risk, high reward generative AI projects: City Translation, Internal Bot •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 •Low risk, high reward generative AI projects: City Translation, Internal Bot •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 •Low risk, high reward generative AI projects: City Translation, Internal Bot •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 Any further questions? Please email CIO Denise Linn Riedl at driedl@southbendin.gov City of South Bend Innovation & Technology Extra slides and details Appendix City of South Bend Innovation & Technology Select I&T Media Links •South Bend Named Digital Inclusion Trailblazer •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 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 City of South Bend Innovation & Technology Rising Tech Demand/Use at the City 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 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 What is Commuters Trust? 51 City of South Bend Innovation & Technology Spring 2023 Employer Partner Program Impact 52 January 2020 - July 2023 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. 53 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 54 *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 Employer Partner Program Evaluation 55 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 City of South Bend Innovation & Technology City of South Bend Innovation & Technology 2024 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 2024 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 2024 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 2024 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 2024 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 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.