ComIT Services - VBgov.com · City of Virginia Beach | ComIT Master Technology Plan (Appendix A) 3 Figure 3: Yearly FTE Count by Division 0 10 20 30 40 50 60 FTEs by Division FY09

City of Virginia Beach | ComIT Master Technology Plan (Appendix A) 1

ComIT Services& SupportAppendix A

CITY OF VIRGINIA BEACH

ComIT Services and Support

ComIT

1/24/2014

Contents Appendix A – ComIT Services and Support ............................................................................... 1

1. FTE Staffing and Vacancies ................................................................................................ 2

2. ComIT Annual Budget ......................................................................................................... 3

3. CIPs and CITs .................................................................................................................... 4

3.1. CIT CIP Funding History .............................................................................................. 4

3.2. Six Year Fiscal Plan ..................................................................................................... 5

3.3. Funded CIP Requests .................................................................................................. 7

4. Support for Applications .....................................................................................................10

5. Hardware Assets ................................................................................................................11

6. Service Desk Tickets .........................................................................................................14

7. Projects ..............................................................................................................................15

8. Database Growth ...............................................................................................................16

9. Citizens Services ...............................................................................................................17

ComIT Master Technology Plan (Appendix A) | City of Virginia Beach2

1. FTE Staffing and Vacancies ComIT is currently staffed by approximately 180.5 fulltime staff members plus 39 fulltime consultants. As of January 2014, there are 14.5 vacant positions. ComIT staffing spiked in FY10 but has since tapered off due to positions being eliminated to meet annual budget reductions. Staffing has recently increased as a result of positions added for specific applications support while overall reduction continues to affect core service provisions.

Figure 1: FTE Count Yearly Trend

Figure 2: Vacancy Yearly Trend

172

174

176

178

180

182

184

186

188

190

FY09 FY10 FY11 FY12 FY13 FY14

FTE Count

FTE Count

0

5

10

15

20

25

30

35


Vacancies

Vacancies


Figure 3: Yearly FTE Count by Division

0

10

20

30

40

50

60

FTEs by Division

FY09

FY10

FY11

FY12

FY13

FY14

2. ComIT Annual Budget The table below shows the annual ComIT budget over six years and the proposed budget for FY15. The majority of the budget funds the salaries and fringe benefits of ComIT staff.

FY09 (Adopted)

FY10 (Adopted)

FY11 (Adopted)

FY12 (Adopted)

FY13 (Adopted)

FY14 (Adopted)

FY15 (Proposed)

General Fund $31,766,691 $21,989,749 $21,690,104 $22,049,653 $22,842,774 $23,457,648 $22,348,159 Computer Replacement (In FY15; Separate budget unit outside ComIT)

Included in GF Included in GF Included in GF Included in GF Included in GF Included in GF $981,412

Print Shop ISF* $3,948,152 $3,922,054 $2,653,512 $2,377,654 $0 $0 $0 Telecommunications ISF

$2,079,689 $2,798,159 $2,780,844 $2,722,235 $3,255,092 $3,654,719 $3,346,435

Subscription ISF $1,841,275 $2,554,006 $3,076,463 $3,509,495 $3,604,873 $3,283,281 $3,566,637 Capital Projects ISF $0 $0 $0 $202,170 $197,364 $197,938 $237,404 *ISF is Internal Service Fund

Figure 4: ComIT Budget Yearly Trend

$0$5,000,000

$10,000,000$15,000,000$20,000,000$25,000,000$30,000,000$35,000,000

Series1


The vast majority of the ComIT budget is dedicated to salaries and fringe benefits. Also included in the budget are funds dedicated to hardware and software maintenance. Although the enterprise benefits from this investment, ComIT is responsible for funding the upkeep of these assets. Miscellaneous costs include training, copier supplies, office supplies and miscellaneous hardware, among others.

Figure 5: Budget Distribution

3. CIPs and CITs

3.1. CIT CIP Funding History The table below describes the CIT CIPs for fiscal year 2014 and the past five years by Strategic Initiative Team (SIT) area.

CIT CIP Year 1 Funding FY09 FY10 FY11 FY12 FY13 FY14 Safe Community $10,170,162 $3,705,760 $1,900,000 $7,000,781 $17,187,764 $7,249,474 Quality Organization $7,921,450 $1,548,838 $2,439,224 $1,864,905 $2,094,729 $3,245,044 Quality Physical Environment $880,784 $ $ $ $ $1,344,413 Economic Vitality $ $ $ $ $ $ Cultural & Recreational Opportunities $ 330,581 $ $ $195,000 $ $ Quality Education & Lifelong Learning $ $ $ $1,835,708 $ $ Family & Youth Opportunities $ $ $ $538,756 $ $ $19,302,977 $5,254,598 $4,339,224 $11,435,150 $19,282,493 $11,838,931

Figure 6: CIT CIP Yearly Funding Trend

$0

$5,000,000

$10,000,000

$15,000,000

$20,000,000

$25,000,000


CIP Funding by Fiscal Year


The Safe Community SIT historically has been granted the majority of CIT CIP funding. Safe Community, Quality Organization and Quality Physical Environment have received most of the CIT CIP funding at 66%, 27% and 3% respectively.

Figure 7: CIT CIP Funding by SIT

3.2. Six Year Fiscal Plan Some CIT CIPs are multi-year plans that extend over a six year period. The table below shows the breakdown of planned future funding for the top three CIT CIP funded SIT areas.

6 Year Funding by Business Area

FY 2014 FY 2015 FY 2016 FY 2017 FY 2018 FY 2019 Safe Community $7,249,474 $11,662,739 $2,754,074 $1,233,777 $1,233,777 $1,233,777 Quality Organization $3,245,044 $2,778,820 1,322,000 $1,322,000 $1,322,000 $1,322,000 Quality Physical Environment

$1,344,413


The tabular information above is displayed below in a graphical format.

Figure 8: Six Year Funding by Top SITs

The ongoing CIT CIP funding can be broken out by business areas. Depicted graphically, Utilities will receive the majority of CIP funding, and IT will receive the least amount of ongoing funding. IT funding includes capital invested in infrastructure that supports the enterprise. The City invests very little in its infrastructure – relying on ComIT to make investments on a yearly basis through the ComIT budget.

Figure 9: Six Year Funding by Business Area

IT, $38,023,895

Schools, $217,346,000

Coastal, $66,253,686

Econ & Tourism, $84,542,909

Roadways, $193,334,499

Buildings, $94,109,247

Parks & Recreation, $83,298,164

Utilities, $423,025,682

Total CIP Funding FY14 - FY19


3.3. Funded CIP Requests The table below provides detail regarding the CIPs that were approved for funding. = Funding added outside of budget process, so not in the document totals

= No Funding / not approved yet / closed

Funded CIP Request Detail

CIP Name / Description CIP # Section SIT Prior Year(s) Funding

Funded in FY2009

Funded in FY2010

Funded in FY2011

Funded in FY2012

Funded in FY2013

Alarm System Monitoring/MOSCAD Replacement Buildings SC 1,407,504 0

ALI Database Management & Selective Routing 3619 CIT SC 362,700 1,645,176

Communication Infrastructure Replacement - Phase I 3281 CIT SC 15,502,988 8,622,012

Communications Infrastructure Replacement - Phase II 3142 CIT SC 0 0 2,716,000 1,900,000 2,149,376 11,750,000

Communications Infrastructure Replacement -Phase III 3616 CIT SC 0 0 0

COPS Law Enforcement Technology Grant 3151 CIT SC 800,000 0 0 0

Data Storage and Mgmt. for Evidentiary Files 3607 CIT SC 1,318,060 0

Police - Integrated Public Safety Record Management System

3095 CIT SC 0 0 0 0 2,734,786 4,299,580

UASI Interoperable Communications Tech Expansion 3062 CIT SC 2,100,000 0

Urban Area Security Initiative (UASI) - Phase II 3143 CIT SC 4,000,000 0 0 0 0

VBAlert Replacement 3620 CIT SC 435,859 0

EMS - Handheld Field Reporting 3086 CIT SC 0 73,000 450,000

Police - Telestaff T&M Module 3094 CIT SC 0 83,200 539,760




Funded in FY2009

Funded in FY2010

Funded in FY2011

Funded in FY2012

Funded in FY2013

MDT Increased Functionality 3096 CIT SC 0 281,324

In-Vehicle Mapping 3043 CIT SC 0 904,716

Automation of Emergency Medical Dispatch 3085 CIT SC 0 205,910

Automatic Vehicle Locator System 3346 CIT SC 1,313,500 0

Safe Community Funding 16,816,488 14,170,162 4,505,760 1,900,000 10,508,285 17,694,756

Human Services IT Systems Integration 3349 CIT FYO 340,500 0 0 0 0

Social Services Interface System Replacement 3631 CIT FYO 538,756 0

Family / Youth Opportunities Funding 340,500 0 0 0 538,756 0

Library Automated Material Handling 3622 QELL 1,835,708 0

Quality Education Lifelong Learning Funding 0 0 0 0 1,835,708 0

Planning - Addressing System Integration 3091 CIT QPE 220,000 0 0 0

Planning - Business System Integration Implementation 3093 CIT QPE 0 0 0 296,152 65,737 0

Planning Business System Integration Accela-Ph. II 3632 CIT QPE 0

Hansen Version 8 Upgrade 3061 CIT QPE 500,000 225,000

eGIS - Digital Submission of Construction Plans 3084 CIT QPE 0 226,984

Planning - Addressing System Integration 3087 CIT QPE 0 136,000

Planning - Business System Integration Analysis 3092 CIT QPE 0 72,800

Quality Physical Environment Funding 500,000 880,784 0 296,152 65,737 0

Aquarium Ticketing and Financial System Integration 3097 CIT CRO 195,000 0



Funded in FY2009

Funded in FY2010

Funded in FY2011

Funded in FY2012

Funded in FY2013

P&R - Class/InSite Interface 3090 CIT CRO 0 69,760 0 0 0 0

P&R - Field Enabling HW Project # and Title: for Hansen End Users

3089 CIT CRO 0 260,821 0

Cultural and Recreational Opportunities Funding 0 330,581 0 0 195,000 0

Phase II Permits and Inspections Interactive Internet 3207 CIT QO 1,000,000 0 0 0 0

Application Portfolio Sustainment 3638 CIT QO 350,000

Business Rev/Personal Property RACS Implementation 3618 CIT QO 500,000 0

Cable Access Infrastructure Replacement Phase I 3119 CIT QO 660,647 558,283 313,000 333,331 322,000

Cable Access Infrastructure Replacement Phase II 3617 CIT QO 0 0 0

Disaster Recovery - Critical Service Analysis-Phase III 3637 CIT QO 436,150

Disaster Recovery - Phase II 3618 CIT QO 0

eGIS Base Map Updates (Partial Funding) 3646 CIT QO 336,579

eGIS Master Address Repository 3623 CIT QO 329,408 0

IT Network Infrastructure Replacement - Phase II 3068 CIT QO 0 564,803 207,000 325,000 300,000

Oracle Applications Release 12 Upgrade 3602 CIT QO 2,480,355 0 0

Telecommunications Replacement 3340 CIT QO 1,680,000 250,000 250,000 325,000 377,166 0

Telecommunications Replacement - Phase II 3652 CIT QO 350,000

IT Service Continuity 3052 CIT QO 1,900,000 314,000 390,555 513,998 0 0

Analysis of Retirement of Mainframe Applications 3613 CIT QO 128,226




Funded in FY2009

Funded in FY2010

Funded in FY2011

Funded in FY2012

Funded in FY2013

Business Rev/Personal Property RACS Implementation 3615 CIT QO 952,000 0

Urban Area Strategic Initiative (UASI) 3138 CIT QO 3,213,780 0 0 0

COPS Interoperable Communications Technology Grant - Phase II

3124 CIT QO 3,950,000 50,000

City Human Resources/Payroll System 3280 CIT QO 9,648,061 575,000 300,000

System Center Configuration Management 3083 CIT QO 150,000

ODO - Collaborative Learning 3088 CIT QO 412,000

Enterprise Electronic Records Management System 3209 CIT QO 750,000 1,000,000

Conversion to Virtualization Analysis 3076 CIT QO 0 60,000

Data Center Sustainability and Risk Reduction 3077 CIT QO 250,000

GIS Web Infrastructure Upgrade 3078 CIT QO 150,000

City-wide Municipal Wide Area Network Phase II 3079 CIT QO 700,000

HR/Payroll System - Payroll Lag and Work Week Change 3081 CIT QO 275,000

IPv6 Analysis 3082 CIT QO 50,000

Enterprise Data & Info Mgmt Plan - Phase I 3045 CIT QO 414,000 0

Software Infrastructure Replacement 3048 CIT QO 288,000 0

Planning Address Process Conversion 3050 CIT QO 100,000 0

311/Customer Relationship Phase II 3051 CIT QO 325,000 0

Revenue Assessment and Collection 3200 CIT QO 11,924,799 0



Funded in FY2009

Funded in FY2010

Funded in FY2011

Funded in FY2012

Funded in FY2013

Quality Organization Funding 31,243,640 9,361,450 1,548,838 4,919,579 1,864,905 2,094,729

Total Communications and Info Tech CIP Funding $24,742,977 $6,054,598 $7,115,731 $15,008,391 $19,789,485


4. Support for Applications ComIT maintains complex and critical IT systems including the highly integrated Public Safety applications that Police, Fire, Emergency Medical Services (EMS) and Emergency Citizen Communication Services (ECCS) rely upon to communicate and respond to emergencies. ComIT also supports the Oracle e-Business Suite of applications that maintains Human Resources data, ensures members are paid and receive benefits, and tracks the City’s financial data. ComIT supports the critical Business Revenue system that ensures the City receives the business and personal property taxes that funds the City’s operations. Other enterprise applications supported by ComIT include Hansen, Banner, Accela, Class, Laserfiche, SharePoint, the Microsoft Office suite, and numerous other line-of-business tools. ComIT also performs in-house development of custom applications and tools. To date, ComIT has developed and supports 51 custom applications, 90 custom interfaces, and 188 custom reports.

Applications Support estimates there are approximately 550 applications being used in the City, not including desktop productivity tools such as Outlook, Excel and Word. Operational support for all these applications includes routine patching, minor and major upgrades, functionality enhancements, and troubleshooting and incident response.


5. Hardware Assets ComIT supports over 28,000 individual hardware assets. Hardware assets include computing hardware such as laptops, desktops and monitors, as well as servers, network equipment, fixed and handheld radios, cameras, projectors, printers and numerous other devices.

Hardware assets are aging due to budget reductions that limit investment in new equipment. The aging hardware creates operational and resource inefficiencies as more time is dedicated responding to Service Desk tickets to address the deficiencies and make repairs. The charts below depict the trending toward older equipment.

Figure 10: Aging Laptops

Figure 11: Aging Desktops

1.0% 3.2%

15.1% 17.1%

13.3% 11.6%

9.8%

29.0%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

??? <1 1 - <2 2 - <3 3 - <4 4 - <5 5 - <6 6+

Laptop Age Range by Percent

0.2%

5.8% 7.6%

14.9% 14.6%

18.8%

12.6%

25.6%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

??? <1 1 - <2 2 - <3 3 - <4 4 - <5 5 - <6 6+

Desktop Age Range by Percent


Figure 12: Aging Server Hardware

Figure 13: Aging Portable Radios

7.1% 9.8%

13.4%

8.0%

17.0%

3.6%

41.1%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0%

<1 1 - <2 2 - <3 3 - <4 4 - <5 5 - <6 6+

Server Age Range by Percent

0.1% 0.1% 0.6% 0.1% 9.1%

89.9%

0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%

100.0%

<1 1 - <2 2 - <3 4 - <5 5 - <6 6+

Portable Radio Age Range by Percent


Figure 14: Aging Printers

16.0%

2.5% 2.5% 6.5%

14.7% 11.1%

7.9%

38.7%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0%

??? <1 1 - <2 2 - <3 3 - <4 4 - <5 5 - <6 6+

Printer Age Range by Percent

The chart below illustrates that many of the City’s IT hardware assets are five or more years old.

Figure 15: Average and Maximum Age of Assets

0 5 10 15 20 25 30

Backup EquipmentComputing Equipment

MiscellaneousMobile CommunicationNetworking Equipment

PeripheralsPrinting Equipment

Radio EquipmentServers

Storage EquipmentTelecomm Equipment

TELEPHONE SET/DEVICEGrand Total

Average and Maximum Age of Assets

Average Age (Years)

Maximum Age (Years)


6. Service Desk Tickets The volume of Service Desk (Help Desk) HEAT tickets has grown substantially since ticket metrics were first tracked. Since inception of the Support Center, ticket volume has increased by 4000% through 2013.

The Support Center was established in calendar year 2000, and as the word spread about its existence - along with a strong campaign touting the Support Center as a single point of contact for technology support - the volume of calls increased. Over the years more technology has become available with greater complexity. Aging equipment has contributed to the increase in calls, which is supported by the charts in section 5.

At the inception of the ComIT department in July 1999, the move of technical staff from within departments into a centralized ComIT department also meant that there was significant increase in calls made to the Support Center as customers were no longer reaching out to departmental SMEs. The workforce has also changed. Technology is a vital part of every business unit within the City and the increased reliance on technology by City members to perform daily work activities contributes to a dependency on technology. The increase in call volume over the years supports this trend.

Figure 16: Ticket Trends since Support Center Inception


7. Projects One of the many challenges ComIT faces is the strong demand for resources to perform project work. Formalized projects utilizing Project Management Institute (PMI) methodologies are the standard approach to managing complex work efforts. Projects typically are established to execute major upgrades, implement new technology initiatives, or conduct complex analysis to identify an approach or vendor. On average, 28 projects are entered into the work queue and 23 projects are completed annually over the past five years.

The graph below illustrates the volume of project work over the past five years. The large number of projects being worked is indicative of the challenges ComIT faces trying to satisfy the demand for project work.

Figure 17: Project Status


8. Database Growth The growth in the number of database servers is illustrative of the overall increased demand for IT resources and services. Within a decade’s time, the City has added 66 additional database servers. This represents a growth rate of 2300% within ten years.

Figure 18: Database Server Growth

Database data storage has also grown significantly. Server data storage is growing at double-digit percentages every year for the past five years when the metrics first started being tracked. Storage has more than doubled in the last five years.

Figure 19: Database Storage Growth

0

10

20

30

40

50

60

70

80

2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013

Number of Database Servers

Number of Servers

0

1

2

3

4

5

6

7

2009 2010 2011 2012 2013

Storage in Terabytes

Storage in Terabytes


9. Citizens Services ComIT provides IT services that are directly used by the citizens of Virginia Beach. The Geospatial Information Systems (GIS) division continually creates and updates mapping services that citizens can directly access through City websites. These maps feature many layers of data that can be turned on or off to provide different topographical, real estate, and landmark information. Flood zones can be also viewed.

Multimedia Services (MMS) performs a vast array of services that directly benefit citizens. MMS records City Council and school board meetings which are streamed and archived on the City website. MMS also operates the VBTV cable channel that provides information to citizens and visitors. City and community outreach to residents regarding initiatives and priorities is facilitated by the MMS team. Other important citizen services performed by MMS include:

Social media management Website content delivery Video production Photography Program content development

ComIT provides many online citizens services that empower citizens and visitors with information and interactive features. An online bill payment portal expedites the payment of fines and utility bills. A crime analysis mapping feature allows citizens to view criminal activity detail in different areas of the City. Robust, high quality websites provide a wealth of valuable information. Websites supported by ComIT include:

http://www.vbgov.com http://www.vbparents.com http://www.museumsvb.org http://www.virginiaaquarium.com

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ComIT Services - VBgov.com · City of Virginia Beach | ComIT Master Technology Plan (Appendix A) 3 Figure 3: Yearly FTE Count by Division 0 10 20 30 40 50 60 FTEs by Division FY09