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2023 Innovation & Technology Annual Report
Innovation & Technology 2023 Annual Report City of South Bend Innovation & Technology -. in er s • 'ice MAY 1 0 2024 Bianca Tirado City Clerk, South Bend, IN Contents Background on I&T 2023 Accomplishments/Highlights Internal Staffing Updates 2024 Projected Activities & Goals Appendix Slides City of South Bend Filed in Clerk's Office Innovation &Technology » MY 1 0 21 _'i Bianca Tirado City Clerk, South Bend, IN Background About I&T, our departmental structure and work City of South Bend Innovation & Technology Filed in Clerk's Office Cily Clerk,Bianca Tim(io SUuti i Bend IN 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. Filed in Clerk's Office City of South Bend Innovation & Technology Bianca Tirado City Clerk, South Bend, IN 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: l&T is an internal service department Filed in Clerk's Office City of South Bend Innovation & Technology Bian Tiradc1 City Clerk, ca Sou(h E3trid, IN 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 Filed in Clerk's Office Bianca Tirado City Clerk, South Bend, IN Chief Innovation Chart t Officer 2023 Org Vhari. Chief Ops Manager Technology Officer for I&T Director. Director, Services Applications Assistant Manager. 1 Services GIS Manager Director. Services Specialist(2) Applications • 33 FTEs GIS Senior J Applications Applications • Note a 2023 Q2 change: Specialist Developer II Developer I(2) • Title change only Design Director, Specialist > Web Infrastructure Manager Infrastructure Manage Specialist l III(2) I I Director.BA Director.Civic Director,311 Innovation _Senior Business L Technology —Supervisor,311 Analyst Equity Manager — Business — Lead Liaison Analyst(2) Web Manager — (Design — Liaison(5) Specialist) City of South Bend Innovation &Technology Filed in Clerk's Office :. Bianca Tirado City Clerk, South Bend, It) Filed in Clerk's Office 4 i ��- Bianca Tirado City C►erk, South Bend 2023 I&T Org Chart - Team Functions - Priority IT Project • Data Collection&Analytics Management C I O • Performance(SB STAT)& • Department Portfolio Evaluations Management • Building and managing custom • Data Governance integrations • Training(SB Academy) • Building and managing custom • Web Content Operations solutions • Business Process Improvement& CTO • Software management and Process Mapping Manager maintenance • Sharepoint/Power automate Database administration • Solution Design • Data engineering and automation • Data Visualization&Transparency Projects • Early stage procurement solution • Helpdesk Services Applications research • Hardware distribution • Phone systems and meeting systems • Rights/permissions management • Smart City projects • Vendor management • Maintenance of network,virtual and • Digital Equity projects physical environments • University,national Infrastructure Security • network,and philanthropic Maintenance of cameras and WiFi partnerships • TRC • Special Projects • Answer calls Business Civic • Work with business units to maintain Analytics Innovation up to date information for public Cityof South Bend $,4: • Innovation&Technology 2023 Highlights Some of the bigger things we accomplished! City of South Bend Filed in Clerk's Office Innovation & Technology Bia City Clerk, South Bend, IN Customer Service & Engagement • We listen to and engage with residents to drive service improvements and design City projects: • 1,100+ resident engagements for Build the Budget 2024 • >4.5/5 average customer service rating for 311 Customer Service calls • In 2023, 50+ open training and tech events held at the South Bend Technology Resource Center (TRC) in partnership with dozens of community organizations ® We drove progress on One Stop Shop program development ahead of new City Hall, including a re-org with Utility Customer Service City of South Bend Innovation & Technology filed in Clerk's Office Bianca Tir- City Clerk, South Bend, IN 4 - d - . _ _ . - .91ftiliomm.__ , _ .f"ill — S I R E r r .,; 11 UnionBank 4 - ' -., '•r,Y � i � , • IN g i,,_',..' i ei. , _ ,I... .:. _ - 1 .- • • }a F s0 M ( acasl- • J CHECK �.--"` CHECK ' INNER . . . ... IN HER , ,. , .REGISTRARSE AQUI , ._„ .. .,, e../.__ ._ _, MAG RENISTRO DITO ^i �°°"`�$t ► This is a glimpse at LONC,BEAGN Long Beach, CA's "One I Stop Shop". • - . - „•. b-. I : °1 fl 0 nr Bianca Tirado City Clerk, South Bend, IN Projected vpwby o eratiJoperation _ , , usiness Unr: Lobby Storefront Payment Document Pick- Appointments eception Dropbox up/Drop-off • . mmmmiilMllr- VOW Building 12 18 EEE 11 We have started Engineering 15 working with City Human Rights 10 10 Teams to strategize the NeighborhoodH&H 7 5 5 streamlined physical Neighborhood S&E 22 16 2 and digital "One Stop OVB 13 4 Shop" customer Water Works Utilities 532 115 experience Zoning 16 8 Total 64 581 121 26 195 3 SBStat 2023 .- ini Filed in Clerk's Office C ; BianSouthBend IN City Clerk, National Excellence & Recognition • We strive to be the best in Indiana and one of the best small city l&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 Al and was asked to sit on many national networks working groups and Committees: MetroLab, National League of Cities, Bloomberg Philanthropies v. City of South Bend Filed in Clerk's Office Innovation & Technology Bianca Tirado City Clerk, South Bend, IN Filed in Clerk's Office Bianca Tirado City Clerk S. . e... . ` 01.Ihe1, ,, IWhat •00. .., Works0. Cities si. ...., IS A WHAT WORKS CITIES • Certification . 'A' .��` GOLD -CERTIFIED CITY ! °OLD 2 Recognized for excellence in M data-driven local government fiirViek . .0 ..a } WhatWorksCities.org/Certification Bloomberg What Works Cities ,l I RESULTS Philanthropies Certification FOR AMERICA Filed in Clerk's Office . ; Bianca Tirado City Clerk, South Bend, IN list 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 Filed in Clerk's Office Innovation& Technology Bianca Tirado City Clerk, South Bend, IN ` Contact Directory Accessibility Select Language * �\ South Bend, Indiana 311 Service Portal Residents Departments Elected Officials Business _ Home.Business Security Program Business Security Program f_..plDfee_. ^fff�889 :11 y>��.,��� ! ltllftlffff Yr61Y""""`ii�- lY'1-Y TY ' r 1 .. 'J:. .T, ,,,,■i'RRtAg8l8p )4 •rY — - till T air.,l.y is frYT x -5l �� ��1 ':f.� rf � 1'F0�,_ e .' : +fr • x zs= City Security Expansion Project The Citywide Security Expansion is a strategic initiative of the city under the Public Safety Security Enhancements umbrella of priorities.The ultimate goal is to deter crime and increase feelings of safety for businesses and residents. Citywide Security Expansion Public Safety Technology Residents And Businesses CI To date,the city has been working on the public branch of the program.We are expanding the The expanded network is accessible accessible by The Business Security Program is the latest the Real Time Crime Center,established in 2022 initiative by the City to grant money and already existing secity network amnne city- as nart of this nrneram Additionally the creation recni frees to local hucinec I-llillet' car Re for ed In Clerk's Office ur Bianca Tirado City Clerk, South Benin, IN if ir .4.. , . , . . ..r. I 1 y n *• k" i",',.• , - 4 r''' 4 J.!i., -... • a) -.4.t. . I .....-:--_ ...,, 1 . 0 ---3 ..._ , 0 ,..... -. 7 _ ,.., _ • Cl) , - t 0 h. C .. I • . CEt...'" • i C • n •— 03 (1) , ' 1:3 0 , _ I 1 ..._ ._ 11,.. (...).— • , 1 1 1 ii• -vi • t _ —..,... 1 ie. 1 ol 1 1 , 1 4 I 1 0 • '^ o ... , l I I I 1 1 1 • f i 1 ' 'I • .,,' '''' .1'‘ ... 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I ' i N • si , . .. / /F. - ' • 0 A I 14 _ , 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 !Filed in Clerk's Office C 4 BI,1111:;1 City Clerk, Suutii U4 /: 10' * ' - --- / ' ') 'j 0,,...,-)40,00 , 0 44t..1,- ,,,.., lc .;,),-.4"-r-, di . „:„,,,,,,,,, 14:;1',, '' T),,iSt-t .iis! ,NI.,,, ' \11,7r F . ti,, 1 ' li t I . fl A , .,- . t . b .:.f 1 '4' R ,, ..........„ , litH .;11/ ' -- • .1 1 i- , _ - 1 liplr, ipane... . i ' 1 _ ' i no IIIYo1 illiPilli'lim..--c , 1 i ... pi:viiiiit 1 I r'_--- - al 44004‘ II ...= ^7'-iil I M l''' ''''-/,' '', . - -1- " ' • I I IIIl 1 . 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I Ili Jib' 11111 ill 11111 iii'l 1111114i! 41 iliiiiiilig 11''-'-t1-1--1 o cn 0 , 1 III 11111111 I I hIIIIIIII I 111111 III 11111 11111 I Oh I!:-_-, 0 rill !midi II iiyilil 1 hil il I II I 'Pi- droop I I of c, Iiiiiip 1 i 11 ill , 1 1 li 1 .01 i ' 111111 li 111 i• • ...i1 I , ,-- '',voil,- ,,-2...., - •st 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 IOT • 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% • 4000+ Helpdesk tickets collected and addressed in 2023 • 1600+ supported devices at the City - most ever • New generative Al 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 Filed in Clerk's Office Bianca Tirlri) City Clerk, South Bend, IN 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. 1416, City of South Bend } Innovation & Technology Filed in Clerk's Office Bianca TIr1cin City Clerk, South Bum l, IN Commuters Trust Employer Program More than a third of interviewees 85% of enrollees are women, do not have a car of their own. higher than the proportion of total • • 11:Pgic1111111 female employees QQ © • Enrolled participants are more likely 8 Full-time employees are more to be moderately or severely likely to enroll in the program transportation insecure - indicating the program is being used by IIT those who need it. a a 11.12At one employer, the program has Black or African American on average increased hours by enrollees are 45% of enrollees 1.27 shifts per month, resulting in KE" 1 OW an extra $151 dollars a month See Appendix earned per worker. Cityof South Bend for more slides Innvation&Technology on CT program Filed in Clerk's Office i•,. i i, Bianca Tirado City Clerk,South Bend, IN Other I&T Highlights : • Departmental Partnered Programs: Business Security Grant, UpSkill SB, SolveSB (Affordable Housing, Sustainability) • Departmental Applications/Digital Support: Financial Empowerment Customer Support, UAP 2.0, Forestry Work Orders, RSVP app, Morris SMS notifications, new city design guide, EEE canvassing tools • Departmental Data Support: Traffic calming, utility payment tracking, curbs & sidewalk, street quality dashboard, skating season pass holder tracking, crime analytics & transparency • Departmental Training Support: project management, survey design, Excel, GIS, GenAl 101 City of South Bend Innovation & Technology Filed in Clerk's Office Bianca Tirade City Clerk, South Bond, IN Forestry Dashboard Filter By Date �-y Work Order Type Selector Work Zone Type Selector • Select a Project = r- - r L • i+ - rsq e- i Y P Worked rA �r 't+ 1 .1i I" Tfr# -m - SGµ7c,.. �q, �r.' L .: Total Hours tw Ill9nonnS r i -� Q :, r y {y r. �s..-- P,11. is�$ r"'^k °v fyY v 4 t��•�y a �}�^�'K a'F't�o r� -•_ kti:r 'A�ros Completed thia'.ieyar, WO:r�amprcaed tlt�siif month §'r 5 '� -Y r t u n k.M •p,rie^ cKrn A .Y.i t,1 , n I�J 1 100 „- p "ar177 Seim1 25■a ■Ave �I +S},+, ■� ■ illIN-LT w shmgtonz3t Nr”h7ngfo Sy 7 3 n St sx y r3� - �X ,M 1 !Nit I 1'`_ .I ,• 4 _ I Work Or... I ..�,fl t`, = wr 4A' rzl f4 'I} ::` i rE''4q'a_t,rr r 9�, r r f �� I'� :11 I to t ,� •• ` , . .. .stern �1rw'vrl. y 0, °� Work Orders by Tree Type r, �— ' ' .d'.. ,111 fi nl : �Se :r ar,f.,-4.0` 447 ens 1 - 4 01 t§rush.Rerne�frLlizvlgrnGr=lzan��gm4Ycif Watering rF 7.. �}lq `+ "r� ul�}va'nmi t E n�L 4 6�y t. 1" $h .1,0 . V :ht: 't". .. ' •I r 0- ,Aar + Mt-- a ' a 5 • } �( vol ...g. +rVyx ,.N, ',w.ri Parke F,":» rs o l Work Order Hours VJcrk Zone Hours • f+, x v `e o ® _.L •_ L&Lsa.2 __.�.__ ._. ' i �l 1��^ 16,f `�;..p'y. t c� v+^.a t -. • -.- yr °' r, r ` GinLgo *�S �� ✓ - " 5.r' .,Z null pSention Oak Monthly Count of Work Orders }� st m v ` P G retirN Mishawaka Ave ?, ty lI ,/- i a .� � EVr r am` „i.._ r N 31. C• 'yy „oily?: i**'4 3s te- 1 -'' r, (; i, c ,r ,= 1 ..e r t,3r} Y , r oil rr „� t } 1 p Tree Type 30 27 .4l It c: h t r-7 d i"�Oo 4:2��Sw .,., ii,d1 i�Umr er ihi e` 7NA % _4 74 ., • j'.,�,_� J C r eternity,:-f1' ;1' t'4a<s1 ) r"�st a,t= dull,Per,,.i:"''t-+ C' r ,. r s''`I , , �HF k�J(N'•'' ;ti5;k'• :167� �' 4 Work by Tree Type 1 -, t 3 St Joseph,C.ounty,Esn.HERE,Garmin,INCREMENT P,USGS,MEI-MASA,EPA,USDA l University of. Powered by Esri ,, , r Tree Condition 11 1 `✓' # Open Work Orders Work Orders By Type Dead 1 A4%, Erush 1.14% rey o q 10 9 ys�' ^ _.._._ Pcor71.1o� - -,r 10 1r; Cabling- - Cablir, 0 99 a j Very mar 006`.>0 7 : . 0 - Good,Tim Badders Watering 13.98% 9 Very Good 0.02% �1 t.n � t — Fertelizing 15 59% '� i f-.E s. food 34.4% .: Letter Fair28.46% ' �V 0. Trimming.26.88%--SepSep 11 Sep 1£ Reinspe4-.pan r 1.08 Monthly WfO f s»mr Yeerly W/O Count Open Work Or ers Open Work Zones Limb Cleanup Unknown 10-76%- New Install 4 94% 10.22; `-Remove 0.36% City of South Bend } = Innovation & Technology Filed in Clerk's O:ice Ci Br,inc� Tir,icio tY Clerk, South Q£Y1� N Contact Directory Accessibility Select Language " * % SOUTH BEND, INDIANA 311 SERVICE PORTAL RESIDENTS BUSINESSES DEPARTMENTS ELECTED OFFICIALS = Q. WELCOME TO THE CITY OF SOUTH BEND -. _ -- - ,- , . -. ... . •••4,:44. -,* : _ •..•.1IN V • ftwi 'J i�. n - M ••►;�3xa•a• M .f t••v. +'�..., ., _ -.wu II • • L �,, ! w . - i A xar r -11 Browse and learn about Find City contact Start a great career with City services information the City of South Bend REQUEST A CITY SERVICE r CONTACT THE CITY FIND A JOB POPULAR SERVICES 0 VIEW TRASH PICKUP INFO �, PET ADOPTION Filed in Clerk's C`fiC Bianca Tirarir) City Clerk, South [3urn' IN Supporting Colors Use these supporting colors in your Microsoft files.You can download the theme and set it as the default of your documents.You can also use supporting colors for non-Microsoft files. Blues Reds Yellows Greys Skit 750 OR.,uturatad dar4 Hue rpdo.0 F Men�� IF<030 967603 . . Bkie 200 MWe1�I� 161?41Blue 0.15001Ratn.wo e1 Sr 1E2E Blue 5001Pnmanl 4..00 Templates Rea 100 Use the following templates as needed.These templates incorporate COSB branding, including fonts and 8'4Bo° colors.You can find these templates and more in the insideSB SharePoint site by department team. 90ve 200 lad 100 FCCE Blue 100 Report(.ppt file) PowerPoint Presentation(.ppt file) Letterhead(.docx file) Memo(.docx file) E2EK2 SM.50 Den ututated yfit tr.optlaurd 1.s 3FaFe Report Mlle _ City of South Bend t i DP,.43 PowerPoint template -- - De iopN March 2023 • .�......�..-ten 0.�. ..... ._._ - Use for formal reports Use for both internal and public presentations. Use for more formal Use for less formal that might include correspondence. correspondence. images,photos,and quotes. City of South Bend Innovation &Technology Filed in Clerk's Office Rlltllt;t i ii;to. City Cluik, South 2023 Staffing Updates About our team: changes, staff, culture, etc. City of South Bend Filed in Clerk's C rrH • Innovation & Technology Bianca 1ic;�ci Cry Clerk,South Build, IN I&T Culture , Morale is Strong ., . ,. . I feel I can contribute ideas and input. ammo „, • . ` I receive the training that I need to perform my job well. I receive the training... 1 I can keep a reasonable balance between my work - Somewhat Disagree:4.8% and personal life. Neither Agree or...:4.8% Somewhat Agree:35.7% " My workload is reasonable. Agree:54.8% • i A ilk ;r Deadlines and expectations are realistic. ( - ',. I can see myself building a career at the City of South Bend. I feel I am a valued employee in l&T. R High performers are rewarded in l&T. I would recommend l&T as a place to work. • I feel empowered to identify and solve problems for • the City ,., . City of South Bend Innovation & Technology Filed in Clerk's Office Bianca Tirado City Clerk, South Bond, IN I&T 2023 Team Survey • About the Survey • Not anonymous - required for all employees and PT fellows • Goals: Understand out 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 l&T as a place to work! City of South Bend Innovation &Technology Filed in Clerk's Office Bianca Tirado City Clerk,South Bend, IN We Undertook Internal Strategic Planning in 2023 Centralized l&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 l&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 See Appendix slides • Software maintenance/product management or more about • Cybersecurity rising tech demand at the City City of South Bend 4 Innovation &Technology Filed in Clerk's Office . Bianca Tirado City Clerk, South Bend, IN 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 Filed in Clerk's Office Bianca Tiracio City Clerk, South Bend, IN Themes for 2024 I&T Reorganization There are 4 major themes that most proposed changes in l&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 City of South Bend -* Innovation & Technology Filed in Clerk's Office Bianca Tirado City Clerk, South Bend, IN 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 Filed in .: Clerk's V;lrL` Birncr riraoo City Clerk, South Berk', IN, 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 edinClerk Sc ui under one Digital Umbrella: the new Digital Team City of South Bend Innovation & Technology �e Bia City Clerkns�ut Tr, 0( �' r c1, IN Filed in Clerk's Office Bianca Tirado 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 l&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 See Appendix slides for mor about CT City of South Bend Innovation &Technology t-ued in Clerk's Bianca Tiracdo Sown 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. 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P°IL I tied.i in Clef\ .J d.d l.ii�v • Bianca Tirado City Clerk, South Bend, IN 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 Chief Innovation Officer 2024 0 r g Chart Ops Manager Chiet Digital Off icer for I&Ti 1 drector.Applications Dkeclor.?sgnat Service Applications I Mdkations Web Marssger — ,rn.�,.,, Developer II Developer l(2) ""- • 47 FTEs • 6 absorbed (red) Chief Technology Officer • 7 net new (yellow) • Title Changes (yellow °° `g6 Software Infrastructure outline) Manager.Enterprise I Manager. I Software Manager.Services •Infrastructure .ystem Specialist III(2 • Note 2023 Q2 change: • Title change onl Desi n � dfe$pe�'s` Services Specialist 21 v Specialist > Web Director.Data& Director.Civic Directs.Customer Performance lrsrovation Services Success Manager I i I I I Assistant Director. Senior Business Technologv L'owty +. ,��_,�� Data s performance Analyst Business Analyst(21 — Manager 5,,,, Manager,311 LGIS Senior Specialist _ program Manager Ca5e Manage(2 311 Liaison(181 Transportation 0 City of South Bend Innovation &Technology - - 's Office Bianca Tirado City Clerk, South Bend, IN 2024 Goals & Projected Activities What we hope to accomplish with our partners... City of South Bend Innovation &Technology Filed in Clerk's Office lw Bianca l H,,cio City Clerk, South Bond, IN 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! Innovation on &Tech of South nology Feed�n CleCitrk's o ff�ce City f/ �rt:1, 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 Filed in Clerk's CI,;`e Ci Bianca Tiriri��. tY Clerk, South Burk], IN Filed in Clerk's Office Bianca Tirado City Clerk, South Bond, IN • Digitizing/automating more city programs and processes • Low risk, high reward generative Al projects: City Translation, Internal 2024 I&T Bot Porjected • Improving resident digital engagement: meeting + minute access for boards and commissions; SMS communication, web Activities • 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, Highlight of current Sustainability, Digital Equity/Broadband, Cybersecurity, Smart City plans with Infrastructure Departments • 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 Note: not a • Driving integration into the Real Time Crime Center across businesses comprehensive list 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 City of South Bend charters Innovation 8r Technology Where do our 2024 projected activities come from? • Department Partners. As an internal service department, l&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 P Filed in Clerk's Ofticr Bianca Tiuu10 City Clerk, South Behl I. • Digitizing/automating more city programs and processes • Low risk, high reward generative Al projects: City Translation, Internal 2024 I&T Bot Projected • Improving resident digital engagement: meeting + minute access for Activities 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 Theme: • Continued grant writing and partnership building: Public Health, Sustainability, Digital Equity/Broadband, Cybersecurity, Smart City Infrastructure Customer Service • Sense South Bend, South Bend Open WiFi Phase II Excellence • 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 411 City of South Bend response planning, business continuity planning, software maintenance Innovation&Technology charters Filed in Clerk's Office Bianca Tiracio City Clerk, South Bend, IN • Digitizing/automating more city programs and processes • Low risk, high reward generative Al projects: City Translation, Internal 2024 I&T Bot Projected • Improving resident digital engagement: meeting + minute access for boards and commissions; SMS communication, web Activities • 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, Theme: Sustainability, Digital Equity/Broadband, Cybersecurity, Smart City Infrastructure • Sense South Bend, South Bend Open WiFi Phase II Product Managem -: • Improved physical security at Water Works and Fire (door access, Maintenance cameras, etc.) • software implementations: UKG, Neighborhood Services/Permitt Software, AMA • 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 City of South Bend charters Innovation 8r Technology Fred in Clerk's Office Bianca Tir do City Clerk, South Bend IN Filed in Clerk's Offic Bian�� Tir,�c�o City Clark, South © (0, IN • Digitizing/automating more city programs and processes • Low risk, high reward generative Al projects: City Translation, Internal 2024 I&T Bot Projected • Improving resident digital engagement: meeting + minute access for boards and commissions; SMS communication, web Activities • One Stop Shop customer experience creation (digital and in-person) ahead of new City Hall, including streamlined/centralized payments • Continued grant writing and partnership buildin : Public Health, Theme: Sustainability, Digital Equity/Broadband, ® , Smart City Infrastructure • Sense South Bend - Smart City Tech for Sustainability Physical & Cyber • Improved physical security at Water Works and Fire (door access, ecurit 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 • proved system/product documentation and maintenance: incident ponse planning, business continuity planning, software maintenance City of South Bend arters Innovation &Technology rrledIn Clerk's Office CitY CIgriknsv firado h QL'n(l, IN • Digitizing/automating more city programs and processes • Low risk, high reward generative Al projects: City Translation, Internal 2024 I&T Bot Projected • Improving resident digital engagement: meeting + minute access for boards and commissions; SMS communication, web Activities • 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,1 Theme: Sustainability, Digital Equity/Broadband, Cybersecurity, Smart City Infrastructure • Sense South Bend, South Bend Open WiFi Phase II it , I Technology • Improved physical security at Water Works and Fire (door access, Excellence & Equit 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 City of South Bend charters Innovation 8r Technology Any further questions? Please email CIO Denise Linn Riedl at driedl@southbendin.gov Filed in Clerk's Office City of South Bend Innovation& Technology Biirrrci 7U;i o City Clerk, South (;imrti, Ihr Appendix More slides and details City of South Bend } Innovation &Technology Filed in Clerk's Office Bit/iu:;i firriri Cily Clerk, South LieirJ, IN Select I&T Media Links • Meet the 2022 Digital Inclusion Trailblazer Cities • Cities are looking at data differently to fight homelessness • Robinson Center awarded $500,000 to expand Talk with Your Baby program • Upskill South Bend looks to certify professionals in the climate industry • City Heroes: Celebrating Data and Analytics Innovators • South Bend business security grants offered for real time crime center • South Bend announces policies for 'real time crime center' • City of South Bend named a Broadband Ready Community • South Bend residents invited to participate in 2023 Build the Budget • City of South Bend offers utility assistance programs • Seven cities recognized for exceptional and equitable use of data • South Bend boosting public Wi-Fi in final big expansion push -I., City of South Bend Innovation & Technology More Reading - I&T Reports & Background • You can read a case about the creation of our Department • Link to the Department's Medium Blog • Transparency & Performance Page • Commuters Trust Site City of South Bend Filed in Clerk's Office Innovation & Technology Bianca Tirarir) City Clerk, South Bend, !t! Rising Tech Demand/Use at the City Tech Demand Growth (Chart 1) 450 400 350 300 250 .x�,. 200 150 100 50 0 2017 2018 2019 2020 2021 2022 2023 2024 —# l&T FTE Cameras -WAPs Door Access Controls Software programs City of South Bend Fled in Clerk'Innovation &Technology S Office • Bianca Tirado City Clerk, South Bend, IN Rising Tech Demand/Use — More Detail Category 2017 2018 2019 2020 2021 2022 2023 2024 (projected) l&T Budget(Millions$) 5.2 6.8 8.35 7.4 9.1 9.7 10 13 l&T as%of City Budget 1.436 1.76 2.27 2.07 2.63 2.41 2.35 2.91 &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 t Innovation & Technology Filed in Clerk's Gfiice Bianca Tirado City Clerk, South Bend, IN What is Commuters Trust ? 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 CT Filed in Clerk's Offic- Employer Par n 2020 2021 2022 2023 ter Program Impact Participants 418 471 504 414 Uber and LyftRides 2, 069 1 , 852 5 , 850 4,357 Transpo Rides des 2 , 006 Average $10 . 58 $14. 95 $13 . 88 $ 9 . 85 Ride Cost CT y of South Bend woovation & Technology Filed in Clerk's Oii,3,, Bianca Tirade Filed in Clerk's Off;_,, City Clerk, South Bend IN Ride Guarante Employer_ - Partner Program (EPP) Community Nonprofit Partnership Commuters Trust partners with 12 local employers to provide a Program (CNPP) back-up plan to workers with unreliable transportation. 60.8% of South Bend residents are unable to access critical Its goal is to reduce tardiness and no-shows for employers and commitments, like medical appointments and childcare, due to to increase job stability for workers. 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 Benefits offered • up to 10 discounted Uber or Lyft Rides per month • Two benefit packages: • Uber/Lyft benefits are restricted to or from locations • 4 free Uber rides per month + free digital or physical of work. Transpo bus pass • free digital or physical Transpo bus pass • 10 free Uber rides per month • gas cards (limited to Goodwill employees and clients) • Uber/Lyft benefits can be used on rides in St. Joseph County and often used to meet essential needs cr 57 Filed in Clerk's O{iirA-. Bianca Tirriri(T City Clerk, South Bend, iN Employer Partners .4. UNIVERSITY OF o`�xa��� IJI NOIRE DAME9 Senior Care S FooRW' S CASINOS goodwill cNO°� / CROSSROADS D NAVARRE SerV CeMASTER /� Tu , Clean !i1S0LAR ✓ ;•and Enrichment Program BOYS&GIRLS CLUIIS OP Bright Beginnings DOUBLETREE OF ST JOSEPH COUNTY 410Family Childcare BY HILTON' °t` 0) CITY OF SOUTH BEND BEACON VENUES PARKS &ARTS HEALTH SYSTEM OAKL AWN WorkOne , cr *Beacon and City of South Bend VPA were partners from 2019-2020,and WorkOne and Oaklawn from 2020-2021 - Stxiny 2023 Employer Partner Program Evaluation More than a third of interviewees .. 85% of enrollees are women, do not have a car of their own. • IP ji) higher than the proportion of total • • A•f•ikk female employees CD 0 © • Enrolled participants are more likely 0 8 Full-time employees are more , to be moderately or severely likely to enroll in the program transportation insecure - indicating the program is being used by those who need it. e) e)PGA At one employer, the program has --0 Black or African American on average increased hours by enrollees are 45% of enrollees 1.27 shifts per month, resulting in gise an extra $151 dollars a month _-,; a y of S earned per worker. ,,t,iovation & Technology Filed in Clerk's Cffic Bianca Tira(j(7 City Clerk, South B(:r;.ii, ii\i Filed in Clerk's Office Bianca Tirado City Clerk, South Bunt!, IN Chief Innovation 2024 Org Chart Officer for I&T Director, Zoom in on Customer Service Customer Service Changes: Merging all frontline & Success Customer Service personnel on one team will: I I 1 - Allow the city to create a One Stop Shop digital and in-person experience Manager, Manager, 311 - Pursue centralized/streamlined Customer Success g payments across resident services - Shift from a reactive 311 model to a proactive, holistic case management model - Create a foundation for customer service digital Case Manager innovation while future- (2)* 311 Liaison (10)* proofing our structure and workforce City of South Bend Innovation 8, Technology 1 Case Manger + 5 311 Liaisons absorbed Filed in Clerk's Office Bianca Tirade City Clerk, South BUT RI, IN Future State Org Chart for I&T Chief Innovation Officer Zoom in on Enterprise Services Chief Technology & Software Officer Changes: This expanded team will take the burden of day-to-day vendor and Director,Enterprise Director, software management/documentation Services&Software Infrastrurti ire away from developers and give city • teams more assistance with: - Baseline maintenance and tracking Manager,Enterprise Manager, _ _ System Specialist III of enterprise software issues, needs, Software Manager,Services Infrastructure (2) upgrades - Continuous communication and IT support for business units managing our most important enterprise Software Specialist Services Specialist software (2) - Good governance via annual software inventories business continuity plan development ® City of South Bend Innovation 8r Technology 2024 Org Chart Chief for I&T Innovation Officer Chief Digital Zoom in on Digital Team Officer Changes: The new Digital Team merges the existing Applications Director, Director, Team, Web Manager, and two new Applications Digital Services roles to create a cohesive team that can build and maintain new solutions (apps, web products, automations) forstaff and residents. They will be able to: Applications Applications Web Manager Product - Maintain the City's existing in- Developer II Developer I (2) Manager house products (CRM, UAP, LRR, RSVP) - Add more capacity for resident Solutions communications across web, Designer SMS, newsletters, etc. - Develop on demand low code program solutions and automations for staff City of South Bend Innovation 8r Technology Filed in Clerk's Office: Chief 2024 Org Chart I n novation for I&T Officer Zoom in on Operations Changes: Project Manager under the Operations Manager means more stable project management capacity with lessg turnover. This means less timeline s F\/1 a n a e r 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 Project transparency tools across all 1!Boards & Commissions Manager Filed in Clerk's City of South Bend ® Innovation . TechnologyBianca I ih:�;�; ! City Clerk,, South (den: Chief 2024 Org Chart Innovation for I&T Officer Zoom in on Civic Director, Civic Innovation Innovation Changes: Civic Innovation will now house Commuters Trust Technology Operations via the Program Equity Manager - Transportation Manager position. This will allow this program and other mobility innovation pilots to be integrated into broader Program grantmaking and strategic Manager - partnership work at the City. Transportation ® City of South Bend Innovation 8r Technology Filed in Clerk's OffiD::, Bianca Tirado City Clerk, South B(M:I, It'. 2024Chart Chief Org Innovation for I&T Officer Zoom in on Data & Director, Data Performance & Performance 1 Changes: We are right sizing Assistant Senior the scope of the former Director, Data ' Business Business Business Analytics Team by Analyst (2) & Performance' Analyst re-naming them, taking away web management expectations, and adding GIS. This will integrate all GIS Senior data services and platform Specialist management on one team. Filed in C : ,i 0 City of South Bend innovation &Technology „ <�r. City CferBiak, S.;,c,ut-r:fi Beep: