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HomeMy WebLinkAbout2024 - Information & Technology Annual Report Filed in Clerk's Office l; 0 1 2125 Bianca Tirado City Clerk,South Bend, IN Innovation & Technology 2024 Annual Report City of South Bend Innovation &Technology Contents Department Overview 2024 Highlights 2025 Project Activities Links and More Resources 0 City of South Bend Innovation &Technology I&T Overview About I&T, our departmental structure and work City of South Bend Innovation & Technology I&T Mission South Bend's Department of Innovation & Technology (l&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 I&T Values • Collaboration - Our mantra is "Listen First, Build With", so we work hard to live up to that. We don't want change to happen to people - we want them to be partners. This demonstrates respect and makes our work stronger. • Customer Service - Kindness, respect, and empathy reign supreme. Whether it's with a resident or a department partner, we listen actively and help them get to their goals. • Curiosity - People who love learning (skills, knowledge, whatever!) do well in our team. There is always more to dig into, more to learn, more problems to get to the bottom of. Everyone is a detective and a source for great ideas. • Responsiveness - Our team sometimes needs to be on call when things break. Some people go above and beyond at all times to answer the call and be there for clients! • Resiliency - l&T projects and services can be complex and chaotic. People who can be calm in the storm and make order out of chaos do well! City of South Bend Innovation & Technology I&T Divisions Division Description Customer Service &Success 311, Case Management,One Stop Shop City Hall Experience Digital Services UX, Low code platforms & solution design/development,digital communications support, website maintenance and training Applications Custom integrations, web apps, data engineering/automation 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 City of South Bend { Innovation & Technology I&T Org Chart — Divisions Chief Innovation Officer Chief Digital Chief Officer Technology Officer Enterprise Applications Digital Services Services & Infrastructure Software Data & Civic Customer Project Performance Innovation Service & Management Success City of South Bend Innovation &Technology I Li sg /a 11 Di ye iiH 11 Ed 1 31 .k 5; P . --I N r o O Co) v o 0 c � OricS v oo c .4-1 o � N V 1-1 N......./ . - Themes of the 2024 I&T Reorganization There are 4 major themes that went into the reorganization approved in the 2024 budget cycle: 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 At the beginning of the year we I&T Staffing onboarded: • 9 staff (filling new, open positions or back-filling positions from promotions) Our team grew fast • 6 staff from other teams in 2024! Staff changes: • 1 transition from full time to part time • 4 resignations • 1 moved to another Department • 2 sought to leave FT work • 1 got an external job offer 0 City of South Bend Innovation &Technology National Recognition in 2024 • l&T was awarded the Mission41K Exceptional Employer from the TechPoint Mira Award - quite the honor for a government team! • South Bend recognized as a Visionary Digital Equity Trailblazer City • Commuters Trust was recognized via • A Mira Community Impact Award Nomination • The 2024 IDC Smart City Award for Transportation • The Center for Digital Government recognized South Bend, IN as the #1 Digital City in our population bracket (75k-125k) • 2024 Strategic national partnerships include Harvard City Leadership Network, Procurement Excellence Network, City Al Connect, GovAl Coalition, MetroLab, Digital Services Network, U.S. Digital Response, US Ignite, National Digital Inclusion Alliance City of South Bend Innovation &Technology r i 1 fits i Nil 4 t.._ % i ' IE 4 Ill 110 1 Ilr''- -- '` w . 4 W ffii 4'` 35t.YG. itt- I ti/4 ,-- -z 11 CZ S . . os `- o 0 wCS o > ICI - '. 0-: 'lb IP - -1-.). = Y d • 1 U -. South Bend is a *fi Digital City AWARDS 20 -..-soliglia° ',:1,71,,,, .• , , 111 II \ ' •:-.• bi "_' i I 1 III "?, 4 I ' : ••I iit: 'Y '*)` ' It , , : it ,i,r), - ,- ' - .. “ , • ,,,, 11 ; V I DIGITAL CITIES Ill!Rt 44,3 NLC100 . „ SURVEY a •... i I 7 _. 4 , .., •. r 'l 41 •1:i. l I „416.1 . ::',.' or..P-- •''. t ;' 4,14, ',- lL 1', -,..-. ,. r AO; . ^ 'a,',-I. ' IP ,...1 • 4 099 A L.Alk ...._ _ _..1 II_ •'' • -I...:, .. — 1P1 7,i ' willowy, • '' gill 111101111 -'44, , -% , , "4.- '4. 1- ..-,,,,2 ,,e' ... . t p -,. (1,,v,--lc,,...- • • iv ,..- ::. , .. , ,,,- '..." hi* 4- • ••: .....• - - -,... po•:•7,5;itypxm ec 0A frEG.oxy •••••. •••4; , ' ' ' - ,t" f ,,'"- •-••• ek-, ',111-'.....- :ill; ' '`1 ,_,f4 1 'sr. `,. '',.0..' A ! •- S__, - e•1,.. . 4., 1 ., gy--,- , ;;,' ,,,...., ,r.• •-,.; ..t°41t1 i ; •, 7 ,t .j-KY,p1 : ,...‘ ' .- $,?:k. ,',,,..-", l',,,, ,:_,t- ,,, 1, , ." FIRST PLACE 1 sr ' -'t. tl,,,, i • - V. *..'-• * 4 0. ..,''''r *4`- .i) ,,,. ,,,a.4"P.'' ,')'17:1--:'' :',.=i _, ' -.., ...o. - d: - ' ; ' . , ' ,' i;t t ' It' ' pi._ ...IN4 :t',ri ..., 1 6* 21•I ^ - - ; 1N4 ' '.'1. Ai, s i '' ; •,' v, e:2' • ••.1 . ' '..,,., . i . • •a_ 1 . -al :, - • 1 ,, -,-,.,_ 4,-----r•?. %•--- ,,, - • --, 2. L._, - _ -- . . ,_ .,_ --•-•••••• •••••••" -44............-4.• f, 4 /-.." • '''' * efrAr'S44-'''7.: ‘ft., .-4, ',....' St 4L , k , • . i a . ,".7,',,'-,0,.',:` ,..-...,_ _ _ v ___---- ." • - a Ift., City of South Bendti- ' Innovation 8.r Technolo. I I&T in the News • City Named one of Nation's Digital Inclusion Trailblazers • South Bend, Ind., Creates Specialized Digital Services Office • South Bend, Indiana's new digital services office aims for `intuitive, user-friendly' • Digital Transformation `Supports Everything in a Modern City • Ideas we should steal: Letting Citizens Shape Philly's Budget • City of South Bend wins 2024 Mira Award • South Bend renews program to provide free Transpo and Uber rides to nonprofit clients • Grant expands to cover security equipment for South Bend businesses, nonprofits • For digital inclusion, broadband access is just the beginning • NLC Centennial Roadshow Heads to the Midwest • South Bend CIO on Digital Transformation City of South Bend Innovation & Technology 2024 Highlights Major Accomplishments and Projects City of South Bend } Innovation & Technology I&T Highlights — General Customer Service DRO We merged teams and took on new functions. • 311 Customer Service: 91K in 2024 so far, averaging to -7,500/month, -300/day • Satisfaction remains high (4+/5) across friendliness, timeliness, knowledge • At any given time 20-25% of overall intake is coming from online. • Wait time started high in 2024, but plummeted toward the end of the year after training, getting to about 30 seconds toward the end of the year • We gave the Customer Service Colfax Building a "facelift", testing new technology and layouts ahead of new City Hall We launched the new case management model (aka the "Resident Success Team"). • This is the proactive arm of 311 who prevents calls, prevents shut-offs, and gets referrals for wrap around services/support. • This team also continues to facilitate the Supporting South Bend Community Meetings City of South Bend Innovation &Technology Bi6* 17 DRO Will insert later OROU Will clean later Go Digital with SB Utility Online Bi -- .. I Autopay! ,.. •i South Bend Municipal Utilitii '/ ResidentPayment Options Training '... . -_ Success Team . . J { 1. w ., , 1 t SOUTHBENDIN.GOV/EXTRAPICKUP _! A "It was really hard finding °'�`',1 ° ` xka z. X ,. help. There was a time I was .,, ti ,:, ,, "' v going through it trying to pay bills as a single working • • - - mother of four and in - • ..- school. They [the Resident p p ..-,... Where improvements can be made in this process Success Team] reached out to me....that took a big . ..= == =__ = = . =_: _ stress of my back." .p _b - Customer _ - �-.t�.,f ® I can't -- 1 411) City of South Bend :.. • o w. . ' * . o_ r . •_ i, _e *ma, . � ` •. Innovation 8r Technology Salt Lake City, UT came to visit us to shadow 311, see our knowledge management system, and discuss • meeting support software. .� � .. ti . - c� ,' . r z 1 -_� r 1i•qy' =i _ #111 F ;f. ta- if ' `• Fist( ata[lvRa qk , . .l ,_ x 4 `�'t X':- 1 ,I r' S f 1. M 4_j 4� 4 I&T Highlights — Customer Experience (CX) DRO vision gital Services, Applications, Customer Service & u We digitized, modernized resident-facing forms and processes • For 311/Utility, we tackled the Utility Start Form, Termination Form, Account Dispute • Improved the SBARC adoption application and backend tracking • Improved the APRA process for both residents and Legal • We are piloting a queue management and scheduling system ahead of new City Hall (QLess) • We procured a new centralized digital payment system + kiosk service ahead of New City Hall We expanded and improved the website and trained our users • Project Examples of new websites: GVI, MLK, Fusion Fest, Sense South Bend • Improved governance, accessibility, documentation, and training 'v., City of South Bend Innovation &Technology Slide 20 DRO Will insert later DRO 0 Will clean later Website Projects in 2024 loft OD ([i' xwr�wr` •�•••- •� .. •••�••- .V, South hood lneiur OM _ l�' South Bend Group ML ^" '` Violence Ivor Intervention , P - T IN a MARtTNEPMok4ect mTdNe FUSION FESCT 'I n. "1D A United Voice Against Violence KINOJP �tCIN? ,,.. :, - . - -.--'� — ■( GjR - Pra I- ` - .7....4.1E a---. ,� CELEBRATE OUR CITY TOGETHER -- -- - TC.:..^ ...- �.` • hhi, e Arg 1 - \ � jr sooI. vends,; our Strategy Animal 1 ---1 1 1 s rail al r - a --. .. doneos Drone Show ._ - ng Seen a IIII- $$ - ❑ - - Z' Q °o. u> PRESENTED BY ® Our Team&Partners II fir, o,,.. Fes; , ....0 1BEND Ara -NE. P4 *. City of South Bend sign upruth» Fete hiemseitot. -4h. Innovation &Technology f;i SBARC Pet Adoption Form Overhaul ,, , _ , . , - ‘,a SOUTH BEND ANIMAL RESOURCE CENTER - = 1 '' SBARC 521 Eclipse Place South Bend,IN 46628 Phone - (574)235-9303;Fax (574)235.7611 ' ' ,.�i, \1. ;' Email: ?rr@touthb , 'en , oy _. --- j.. ` Pet Adoption Application a- , _j U, \ r YOUR INFORMATION HOUSEHOLD INFO PET INFO VET INFO SUBMIT 1 I - s + , I`'- To ensure that this adoption is In the best interest of you,your family,and the animal you select,we ask that 'i 4 ..Iiii w � --g�- + � - %_ you answer the following questions completely and honestly. fp* E i Adoptable animals can be found here on PetFendersk. 4 A i kris a F --- t Type of animal are you looking to adopt:• Name of animal you are looking to adopt:• • _ Vf f I \ 2 Name - ® :* a ,I City of South Bend ' 4 Innovation &Technology Digital Services Featured at CFA FormFest .. ..._, �._ 't ' Chat 1-> C. .=. Lucy�lactaria... el.::: ci wa ouvIaUn Chat LOVE a process map R � 3 oQ Listen First D Denise Riedl Q&A The South Bend Kitty Cam • Interviews, site visits, and https://www.youtube.com/watch?°.' meetings helped us understand - v=OFjKBuB3fjo what was within our control to 10 3 Resources support with digital interventions • We spent time auditing the current s Sonja Marziano form to find where process was ,,, getting in the way of what the Demos*are*the way! _ customer wants: a furever - - - friend The l&T Digital Services Division was -, The toots and the systems that were part of FOR asked to present on their work at act- •i. ■ - a a a ' c s , 0 Code for America's largest virtual Details '. City of South Bend ' gathering: "Formfest" -� Innovation &Technology New APRA Form + Low Code Tracking 111 Legal Department APRA Requests Home + New fee Page details 8 Analytics 2024 APRA APRA Documents , List-Submitted APRA PDF F Requests c` Regw Recycle bin Activity /o/ i City of South Bend Public Records (APRA) Request xi __ IHb1 The form + low code solution made All fields marked with'are required and must be filled. it easier for resident to fill out apras and easier for legal to track them! The Indiana Access to Public Recor cis Act("APRA")governs the process to obtain access to public records fromthe City.To request public records.you must fill out the City's Records Request form below. For more information.please visit: cav of South Bend Access to Public Records Act("APRA")FAQ City of South Bend 4 Innovation & Technology I&T Highlights — Internal Modernization Divas ns• AlticationslOPEMi DRO Software & Services, Projec We are replacing or adopting new systems for Departments • We selected OpenGov as the new Neighborhood Software solution (aka Accela Replacement) and will begin implementation work in 2025 • We selected SmartRec as the new VPA recreation software, also to be implemented in 2025 • UKG Ready Payroll Implementation went live, with more modules to turn on in 2025 We leveraged generative Al to create time-saving tools • IDA: The Internal Department Assistant • The South Bend Translation App • Rolled out "Generative Al 101" Training + Updated City Guidelines for staff City of South Bend Innovation & Technology Will insert later Will clean later e IDA Chat About ••• Meet our bot 2:06 PM How do I sign on to my benefits portal? IDA Tu siyn on to the benefits portal.follow these steps: O 1.Visit the Website:Go to , _ 2.Username:Your username is the first letter of your first name and your entire last name. 3.Password:Your password is the last 4 digits of your social security number. IDAis our "Internal For any additional help,you can contact the Human Resources Department at 574-235-9217 or email h u m a n reso u rces®so u t h b en d i n.g ov. Department Edited Assistant who we Thank you for your feedback! Feedback is anonymous and helps us improve IDA. are training to know .06 PM everything about financial policies, How do I contact Helpdesk? benefits and IT °A uo°"' e You can contact the Helpdesk at 574-245-6000 or via email at support®aunalytics.com. resources/policies Edited Thank you for your feedback! for our employees Feedback is anonymous and helps us improve IDA. City of South Bend T''e°rile` 'e O + 411, Innovation 8r Technology _ - . _ :00............. _ 01 Better VPA The SmartRec System will be customer ` implemented throughout 2025 and experiences & will improve the customer recreation -- sign-up experience and unify data data! collectin across VPA teams and .The mirent so ution s not meetine a ne ' s so we have Procured a new locations! ,;,plementa6on: baseline attoEXP soution. I&T and VPA kicked off a�ng ounng[ranst6en .Phased imP'e�tation taitaed w team location the SmartRec T - �en5. Process improvements to leverage new System streng'hs 1 i Implementation late in i r. 2024, planning for a - r " �. Y` • partial go live ahead of :R- r "` r� I' M LK recreation e : ''_ate n i pm y pi activities —.Tor, G ______ i ,. r I .. . t , w ; -Th -1.,;., _,,,:to;k- :4:,, 4 t „, _ ,r- ?)(--'` . ' ® City of South Bend / .; s Innovation &Technology a AL Translation App - Internal Launch 0 I,.r, ,,ti,,,.App El r� ...a. 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Innovation &Technology 1 I w _. i4tT � lets het 8,y�4 r.:. Plan for Digital ` Htip Lint Vcity ne 4'tinn p at all City alk y s wetco�e AY qt TMf Payment �Inoiooations accination Site s FR�FOKIOSK j to l 13)21'1-3�3z�r- , ��' �R�SH Overhaul ... : Expanded Cali the Div bat Options :% - _ 1 1\/d Q t- �, mvnra�.m�i aoo • Ill In 2024 we selected =°' , t ''� a kiosk-as-a-service ® , solution + s iiiiim centralized payment 0 . may_ 0 m 4 v solution to deploy 4� : ` ,, in 2025 � j -- - ® .. Our team has worked with NI dOILi PAYMENTKi05KJDepartments to identify process and vpayments that need to be digitized - not only on the kiosks, but just 411) Ay,, City of South Bend 'ILL P online for any reisdent to use. Innovation &Technology KIOSK NT _ =MI 49 I&T Highlights — Data Excellence ivjs: Da .,A=R&rf.ar-..mance, AupticatiOrl DRO We collected essential feedback from residents • Build the Budget • Citywide Survey 2024 We evaluate pilots, programs, and track KPIs • POET Results-Driven Contract and Parks Safety (Partner: VPA) We make tools for data-driven decision-making • Council sidewalk map • Updated streets assessment dashboard We deliver meaningful data reports to teams. For example: • Service Request Resolution Tracking (Partner: Public Works) • Fire Incident Response Report (Partner: Fire) • RTCC Footprint and Impact Report (Partners: PD) City of South Bend 4 Innovation &Technology Slide 30 DRO Will insert later I u I DRO 0 Will clean later f.iiI Thf1.4 ''• i Clit, Vetrde Coifisjon Report ® v.hla4 Gv:t;ow..ma.•r...dv+u Performance -� �a "Management Innovations 1 .947 1 .947 0.002 0.318 Our Data & Performance Team / f I developed a schedule of 3 620 22 21 I 13 I 8 monthly and quarterly reports - to engage City leaders with "` cross-departmental data .� ;, questions. s To the right is the vehicle crash �': 7' data that both Public Works . . ' and Police review to inform .4 infrastructure investments and ; •,- enforcement activities. ' f I GOCity of South Bend Innovation 8r Technology - Sample: Eviction Tracking 'I St.Joseph County Evictions Data win lii�r�n Uac.nitvr EvictionsDataforSt.JosephCounty, r..a.M.ry Common Co.wrawat —7 --.•• F Ky, Updated eviction data from the aggregation of eviction counts '•rt's'"�rry' summarized into 0.25 square mile hexagon P. — ° • Indiana Oddessy systems gives as Evictions in2023 �: vW �_ e E • .." '°'� part of the story around housing O��., ��` q"'�, =_- N— insecurityin our area. Multiple cit 2,320 .. _ p y �� [ teams are brief on this data and use •� -�, ' •..�,b •° T i . o© "lt+ • it to inform their work. U. .m i r ro,. xe, - • .ia+tMF.x,u.•by MawMiar War ��'! . • 1, ' .1I11ilili ►Ii1I.tr,,llil► - �; 4i H ea.NM 1iiiiiiiiIiL...iiiimiiii City of South Bend * = Innovation &Technology Redesigned , Simplified PD Portal ✓ Co-designed with power users Police Data Part 4Crime Trends 0 `arerformator c,da2.0.5 aMtamu Summary-1 data or: l n Updated Itaougrc/ugrst 31,X124 Categories ✓ Mobile friendly dashboards Part I Crimes Over Time EMI= Heat Map ✓ Clearer language Part,Crimes 5211 5270 _ ✓ Linkable formats 4874 is 4491 ':,y Cdlls for tiewic e Available Data&Resources Shooting Victims 2689 t'rhninap Assaulted'ilium ul Part I Crime Type Breakdown P�UU 1.110I M4t1 YB3 Mt View Part I Crime data'I he data on this map is -mil- View data on gun violence victims and hotspots.This t�V-1 Motor strvcr_ .s% Larceny updated monthly data is updated monthly t69% ., 475% 13.3% Nike[m1.1 1'1,10a Ilse UI Furor i/il View trend level data onpolice data topics4\J like Part I i��i l l View the Use of Fol ce hxrtlent map This may is Crane incidents.Calls for Service,and mote. updated monthly. ® aggravated Ms3% 7t3% 2020 2021 2022 2023 2024 re, City of South Bend . • Innovation & Technology Build the Budget Breaks Records aik "MI ' M. 4 P , , . . , 441 ,,, • pi r: : 4141. .711:1 . . rill � �� 04 Build the Budget 2025 `� vila ®s cp Resident Feedback :of'z" S4 _ •1 •.. �,�t,.�t., y I..IJi��.•t I,.rta SW veyl Your feedback is makable able to the Mayor Common • ts ❑a _ Council and City stall as they oavegp the 1025 ' ` i ¢ ® '+ -` Budget This surrey takes 5.10 minutes to compayte / YSJ I •• w nN, , ,, \ - - Strategic Priorities \ , r,a crl>ar soutr Bonn ras dcWda,d twenty tn•etpn _Y t+mratw>la MS you ns.c$100 It.as:,Wetc+,rwtp me - 'obwasp eataewea Maea wmeat a Wawa am Los Wank r.na Mybot Wm N.*tat*rapid,no.mu,'au NW* We saw 1600 resident engagements 9' BU.�,.� Wrwn,r,mtpn�t.d It this budget cycle - the most we've ,Y;, _.,, , y 1.Itepau and resurface roadways ever had! t' t•vl , ,1 1 Ya .4;.,0 tit. t!'` O City of South Bend Innovation & Technology " I&T Highlights — A Smart, Accessible City D RO We are embracing sensors and public technology for better results. • Automated Vehicle Locator Upgrade (AVL) upgrade (Samsara) with Public Works and Central Services • Sense South Bend air quality project • Broadband speed tests with Notre Dame • South Bend Open WiFi Expansion - 22 Access Points across 19 locations We are investing in technology for all. • Affordable Connectivity Program Grant work took St Joseph County from 29% program uptake to 45% program uptake. 11K+ residents were engaged throughout this project across 48 events. • PLTE partnership with SBCSC serves roughly 600 students • South Bend Connectivity Coalition • Submitted and won a Digital Equity Competitive Grant - recommended for $12M in possible federal funds City of South Bend Innovation & Technology Slide 35 DRO Will insert later DRO 0 Will clean later AVL for Improved Vehicle Tracking/Management . v - . WT 524 •'• < o s • .�FORD TRANS)!CC NNE01 21MPH , t.+ COUNCIL OAK Roseland 0 Indian Village ✓ Implemented with PINNOOK Q r.. a _, ., ,rla boulevard,South Bend,IN,46617 L Public Works and AM Central Services ♦Live Share xKEIIER PARK Notre Dame Results leading to LASALLE AREA EDDY STREET HARTERS COMMON O EDISON PAI l rd more HEIGHTS better management of "EAR • En Route LINCOLN MANOR NORTHWEST vehicles, better data on SOONORT E 0 Y• _ SOUTH BEND O`R H E.AST 1yE ;ay 1 a maintenance � 1�' '� I SNANSVN I .t � Sou ,Bend � la•,Ai PARK WE 51 ) y �� 't;- { J,•., WASH)NOTON ✓ Lays the groundwork „i4y q _yiTF WESTSIOE - EDGEWA R a - " -- a ^South Bend Sewer Bureau.. RIvERfor future applications -� I - -" F. o . Olive Street Base Y46...e.. "A1 .ay . - NI-E ii;, RUM VILLAGE EPSKl.t V 04 ' Sensors Z T W YCKENHAM HILLS City of South Bend Innovation & Technology Sense South Bend: Citywide Air Quality Sensors SENSE SB Real Time Air Quality Map AIk QUALI fY By Sense South Bend r TcLLUS _ CORED' ;IR .„ ao Public Devices 4...._. Ai rView .s 1.77, ' 0 . ( Gmt DaM4iti I DM:S(v4^') ) t . 0.12 Good >,. 13-34 Moderate ~;'e 41"111 Unhealthy for � ~ LC'y' Sensitive Groups f- 55-K9 Unhealthy ,_. Very Unhealthy r .r,,, 77-,may F'Hazardous t For 24 hour exposure *"' — _ r j J Q1.,•..,-, IS, Shoal Earth r .w. ' "a . i- Tellus sensors measure fine r :.4 particulates and temperature at a #1 City of South Bend hyperlocal, neighborhood level.Innovation & Technology Engaging with Community , , , , , 'IN', , .....,,,,„,,,,„._____ , " csr 4 • ., „ r • I 11 -3 1 C_Y ,,,, . - - C 3ti •r 0 lnovatn , < r ` _ � reohand ` - w 1. i e =- �_ ��` ;� ,....ilie I .,_ , o p Staff engage with youth on City data " ,,� I� - and urban sensing at an elementary ` '' `. school visit. Y .,_. i?: +'", City of South Bend ` -,,Ti` 'Innovation &Technology ' I&T Highlights - Civic Innovation DRO We are bridging transportation gaps. • Commuters Trust Employer Program for 14 current employers • Community Nonprofit Partner Program (CNPP) for 100 patrons across 10 organizations We strive to get more state and federal dollars • 10 external grants applied for across several federal agencies, Robin Hood Foundation, Policy2Code We catalyze more learning and training opportunities • 600 TRC bookings. The top external users: NIMBA, SJCBGC, SBCSC, Purdue MEP • 26 Winter 2024 Upskill SB Cohort participants and 16 current Fall participants. Top certifications: PMP, CompTIA, Solar manufacturing We partner to envision an innovative region • Notre Dame Wireless EDA Tech Hubs Planning Grant for Advanced Wireless City of South Bend Innovation &Technology URu Will insert later [7R0 o Will clean later t �5,Ai SOUTH SEND �IT. . 41 Commuters _ti. ` HU.1F NEWS WEATHER SPORTS SWEEPSTAKES ABOUT U , , South Bend relaunches transportation Trust Nonprofit f P benefit program for nonprofit Partners ___ __ organizations R it S • I . i, ' ' By:Tim Wolak • The Salvation Army Kroc Center - ,.t , •N• _ ___ • Life Treatment Centers DRO I s • United Religious Community of4ii.... i� St. Joseph County f,. • - -Psychiatric Center '"s f • Oaklawn : . �= r ' ) t Inc. SIP ��1 ; ► = i 4" ... • Our Lady of the Road, Inc. .1i; t • . „,fiiii t • RiverBend Cancer Services I ' - ,_ • Imani Unidad Inc. __._,. • Family & Children's Center '— • St. Margaret's House Commuters Trust CNPP program helps non-profit patrons get to appointments, job interviews, 0 City of South Bend tra i n i ngs, etc. Innovation 8r Technology Slide 40 DRO Update 0 -0 Co —I CT CT-C3 5 * -i 1...-1 • ,_,. ..• ,,..,) o `< c M to —. N co c^ = fD O 0=1• 11• �• � pp * n (Dn- o � Zn w0ft, rt 0.Q � ^ 0- ,D � ° � O < DrD • O r+ p 0" CD O O N D Q O 0 a.)' Q o 'i':',,,',.,.',*,.'::':',,'$,:,.4)1.'i.!,:t.',.14,°:,,'..04::::.a?',!111\,.,,,,,,,..1. . ,,-,- ..--.....„,,,,,, a_IF $ , 44 � a 1� (�" �� 11,141/1(illiFill' ' No, ,.#$ . 1 , i„, '114 } rr .11:._::),,,,,i;...1*-:,_ .','''',.--,'1-'.,','.''.. }`1 (0 ;'. Hwy,( " rror 4 . a �i< „ r "nor 7 5 t ( a,.. �y ..,',#$ .•'',°:,,, ,',..1 y �`'.Y' J,.�:°'`- , e^.per--, _ "^ . E4ll' fre;ij, .1 iit ,',..,.' : A o ce � 0 I&T Highlights — Safety & Security We expanded the RTCC Footprint Expansion. • 330+ City cameras across locations 26 unique locations • 1900+ registered private cameras across 475 unique locations DRO • 39 new entities onboarded into the Sync South Bend Grant Program by the end of 2024 We strengthened our cybersecurity posture. • Strengthened intergovernmental partnerships with CISA and state IOT • Rolled out new tools: MFA for VPN users, MFA citywide, new password protection tools, new physical security and door access control projects, user support, cyber hygiene protocols • Developed new business continuity plan and an official Incident Response Plan • Phishing fail rates improved from >50% of staff to consistently <5% City of South Bend Innovation & Technology Slide 42 DRO Update .._ Sync South Bend Grant , ., . , ,......,4- - - ,.. .., fl ' 170 applicants so far have applied , - Wit' ""or ;' "..`G'``' for this rolling grant program! S c South Bend Security Grant Help keep our city safe ' , {' �, := - - Up to $4�00o credit Up to $2,90044404 °; ' for outdoor Isus E cost ° '' . security equipment reimbursement \..1- I Base Eligibility Requirements �1 • Local organizations;including s�both • Complete a site visit .ith partnerT , , __ . _. . '- businesses and non-profit} secunty vendor to assess needs or I confirm purchase of fu 1, s Prioaity Eligibility • Sign legal agreement with the City • Applicants in high priority zones • Connect cameras to South Bend'siii "' Real Time Crime Center lRTCC) �.r I&T Highlights — Core IT We are improving IT and data policies to secure our workforce and residents. • Annual data inventory and governance cycle • Annual hardware refresh • Remote access policy update • New generative Al policies + training resources to staff • New Enterprise Software Management: Documentation, RACIs, better vendor maintenance norms We are keeping up with ever increasing technology demand and user needs • 4.4K Helpdesk tickets collected and addressed in 2024 • 820 new City users created and supported in 2024 - large due to the UKG ready implementation! We are procured technology for and outfitting new City sites! • MLK, Seitz, Station 8, New City Hall 'v., City of South Bend Innovation & Technology IT Infrastructure Support in 2024 . „..,:mommoisswoomr_--:-. .:._.,-... . . ...:._ _ • _ _ ._..„:„...,,-,....,„,,„ „4..._ ,,c5-.., —alfa w:. •+` :.i aiv. s 77 —... \ r_ , .., .„ .„. . .,, - • ,,,, , . . , -____„„,. :,.. ,..„_, .. t.„...„,....:„....., _ __...„._ . . . ,. .. ,.. , , ,. ^ - - / ' . - 1 1 I ., ,,. , ___. _ A .,.:2_,..T.,.,./. ',. ; -s-:. ;,..--•..-!. , . .. .. •t _vi t „- - �1. Our Infrastructure team floats y�' around all City facilities to support : ' 1 : „-._ --` City of South Bend tech and networking needs . -_ .- Innovation &Technology Hardware Refresh .. . .,., . , ._ .. .44,------- 7 ' • .\., , Y Q r Ya � - - I i 14 y ' r d T "I !®aFti , .� i yVi . 6,` • • r� a - r- . ; ' /AP ift s t ® 1- .. - ', r r A _, , — - \ , . I/ ' - • . ( :tit o), . .. Each year our ESS team manages e replaces old hardware and w p inventories/manages the City's tech =5:"• -` 'v., City of South Bend assets Innovation &Technology _ I&T Highlights - Continued Learning DRO We partnered with peer cities to learn and collaborate. • Long Beach, CA (Focus: One Stop Shop, Digital Services, Digital Equity/Smart City projects) • Syracuse, NY (Focus: Data & Performance, AVL, IT project management) • Salt Lake City, UT (Focus: 311, Engagement/Meeting Tech) We embarked on several focus areas for 2024: • General Leadership Training • Cybersecurity training and certifications • Product Management Training + Coaching • Low Code City of South Bend Innovation & Technology Slide 47 DR0 Will insert later 0NDO Will clean later Long Beach Site Visit ..,___ .,,,..„........_,..2_2„....__.,_._.,...„_ . . 1 i 1 , • ii . ,,,-. 1 , • I -• it.:yr, ii• .11:1-4. 11111:: • 1.9 .. _.. . ' .. 1 --.,-, __..,, 1 • :, : .„‘,,,.. •I. : 0' •A_ i 6 SO IV tflii414*- 4 ' ',IRO!!.:., ile 15 10 MO - ..a War : •'....t,','...04el, . , y, 7' _ _ ,',: .';''':;::ti). --, 'y 1.r' •::•.:[::: :".4 .'.';,' A . ,, i''''' .. , , 11":- I Till 1 • f Ivor ..,.L., iik ....„ . — -, -.-....--s. , - . . .-.•,,.; .... ... • ... .. ._. : ..-.,-- ..-• - iff I I ..... -- ' L,'-' , .-,.2 ,......,---- .-. _. _. I _ - - -,‘.,., City of South Bend '. 4 _-• Innovation &Technology 2025 Projected Activities Our plans for next year based on Department requests, upcoming opportunities City of South Bend Innovation & Technology Customer Service •▪Kiosksnt Welcome Project Innovations •My SB website redesign •One Stop Shop Launch •New City Hall Technology Core IT • Drills/Tabletops Services/Security •City Camera Expansion •Workforce Single Sign-on Technology Access & •Sync South Bend Grant continuation •Commuters Trust new employer and nonprofit onboarding Equity •Broadband for Excellence in Learning &Training (BELT) •More digitized forms, payments, applications Internal Innovation •Generative Al for workplace efficiency: Copilot, IDA, Translation App •GVI data improvement Modernized Systems •Software implementations: SmartRec, Cityworks, UKG, OpenGov, DivDat City of South Bend Here is a glimpse at some of the work in store for 2025.... Innovation 8r Technology Questions? Please ask now or follow-up via email driedl@southbendin.gov City of South Bend Innovation &Technology Appendix More information 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