Department of Innovation and Technology 2016 Annual Report

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o�Tx ee 0°'.1�1�7 �o� CITY OF SOUTH BEND r';;. -' �' INNOVATION AND TECHNOLOGY Filed in Clerk's Office 2016 Annual Report MAY 17 2017 DEPARTMENT OF INNOVATION AND TECHNOLOGY KAREEMAH FOWLER CITY CLERK,SOUTH BEND,IN Chief Innovation Officer Santiago Garces Chief Technology Officer Daniel O'Connor Director of Services Shawn Delahanty Director of Infrastructure Michael Sniadecki Director of Applications Rene Casiano Director of 311 Cynthia Simmons Director of Business Analytics Danielle Fulmer Introduction In 2016 the Department of Innovation and Technology was formally enshrined into the South Bend Municipal Code enabling the Department to make City services more efficient and effective by aligning systems, processes, and people. In 2016 we improved the foundations of our internal operations, we empowered our local partners, and gained national recognition in civic innovation. Information Technologies Information technologies is comprised of the Services, Infrastructure, and Applications divisions.They plan, procure, operate, and support all systems in the City. 2016 was a year for consolidating disparate assets and personnel. This consolidation has allowed the City to save over$1 million dollars per year in professional services, while accomplishing several key goals of the 2013 IT Strategic Plan. Services Division Summary The Services Division oversees budgeting, procuring, and managing the service requests and incidents for our users.The division is comprised of a Director, a Manager, and a Specialist that is currently located at the Police Department. Accomplishments • Outsourced Tier 1 Help Desk which used to occupy 5.5 FTEs costing the City$377,000 in salaries and benefits, and now costs $90,000 per year or$9.37 per workstation per month. The last department to be onboarded, Police, will be on Tier 1 by the end of Q12017. For more detailed information, please see Appendix A.