DIT-162

DEPARTMENT OF INFORMATION TECHNOLOGYGordon Bruce, Director and Chief Information OfficerKeith Rollman, Senior Advisor

OVERVIEWThe Department of Information Technology is charged with maintaining the City’s extensive computer and telecommunications networks and also with finding new ways to use technology in general to improve City services for our customers…Honolulu’s residents, businesses and government employees.As the 13th largest municipality in the United States, the City and County of Honolulu is currently in the process of realizing the benefits and opportunities of newly improved operations through the use of massive technology infrastructure upgrades, for the delivery of public safety and services to the people of the City & County of Honolulu.

BACKGROUNDWhen Mufi Hannemann took office as Mayor of the City and County of Honolulu on January 2, 2005, he brought with him a deep appreciation for information technology—and a keen understanding of what technology could do for the people of Honolulu. Hannemann convened an independent panel of private-sector volunteers to review Honolulu’s agencies, including the struggling Department of Information Technology (DIT). The panel found that the department had historically been woefully under-funded—by $100 million in the previous five years alone. And the evidence was all around. The driver’s licensing and motor vehicle systems were 35 years old—the oldest such systems in the country. What makes this even more unique is the fact that the City and County of Honolulu is running these systems for all counties (Maui, Kauai, Hawaii). Traditionally, this is a State-run system. The financial systems and core business applications were 26 years old. These other crucial systems were running on hardware and operating systems that were no longer supported. Disaster recovery was inconsistent. These factors were jeopardizing the department’s ability to provide public safety and reliable services to the people of Honolulu.

TOWARD A STATE-OF-THE-ART IT INFRASTRUCTUREDetermined to make up for years of neglect, Mayor Hannemann put forth an aggressive plan to build a state-of-the-art Information Technology (IT) infrastructure for Honolulu—a directive that included deploying new hardware, upgrading legacy systems to the latest technologies, and implementing a business continuity strategy. He envisioned that this new infrastructure would not only help mitigate the department’s operational risk, it would support new e-government initiatives, improve public safety, enable interoper-ability and improve agency workflows across the City. To spearhead this massive effort, Mayor Hannemann appointed a new CIO and Director of the Department of Information Tech-nology, Gordon Bruce, who brought with him 30 years of experience in IT; and Senior Advisor Keith Rollman, who brought further technology and political expertise to the table. They were tasked with directing the mayor’s technology initiative, which included upgrades not only in data center hardware and software, but also in IT facilities, network infrastructure, first-responder systems and telecommunications.The Department of Information Technology (DIT) is also responsible for the police radio communications infrastructure. This includes a microwave network and 800 MHz radio system. There are 24 telecommunications tower sites that hadn’t been maintained in years. The grass in some areas had not been cut in years and, in some cases, you couldn’t even open the doors to get into the buildings. A study completed in 2006 identified the need to replace 8 towers and repair 14 of the facilities at a cost of approximately $25 million. A further study of all the buildings was completed and identified the need for about $43 million in repairs. Years of neglect, lack of a current plan, no maintenance program and limited accountability had led to this situation. In addition, interoperability did not exist amongst the various first responder agencies. It is not unusual for certain portions of government technologies to be behind, but not in the mass that was identified in 2005.The City’s Department of Information Technology is also charged with maintaining the City’s extensive digital networks, thousands of workstations, phone systems, radio communications, multiple mainframe and midrange computers, over 200 servers in their server farm, hundreds of laptops, mobile devices, and data storage functions. DIT personnel also advise the mayor and City Council on other issues involving the deployment of advanced technology in areas including homeland security and public access to information and services via the Internet.An aggressive plan was undertaken to address the plethora of needs. Everything from infrastructure to the desktop and hundreds of applications needed to be reviewed and categorized. The approach was a unique one. Because of time and limited resources, it was determined to “plan as you go”. This necessitated the development of a fast track oversight, and deployment schedule based on the Mayor’s Directives for DIT. To enable the City and County of Honolulu to best manage all of its IT resources, the Department of Information Technology (DIT), under guidance from the IT Steering Committee (ITSC), develops and directs an integrated network of computer resources that provide Information Technology and telecommunications services to all City Agencies and authorized users. Through centralized

DIT-163

management of IT services, all users of the City’s network are able to more effectively share data, information, technology, resources, and technical expertise in a cost-effective and efficient manner.In conjunction with Information Technology management, the Department of Information Technology promotes “user self sufficiency” by establishing a working environment whereby agencies are encouraged to perform simple Information Technology tasks at their own sites. DIT makes available the necessary staff, data, provide the tools, training, and any necessary assistance to enable users to attain greater self-sufficiency.The City also recognizes the continuing need to work in concert with the entire community — federal (including the military), state and county agencies as well as the private sector and the public. DIT continuously promotes an environment of automated informa-tion exchange using various technologies to improve the delivery of City services:

CUSTOMER SERVICE • Improve underlying information technology infrastructure; • Bring legacy systems to current state-of-the-art levels; • Expand E-government (more online/less inline); • Improve agency workflow with a move to a less paper oriented methodology; • Improve interoperability of a common radio system improving communications between and amongst agencies; • Expand wireless technologies throughout Oahu through private partnerships and government partnerships; • Improve opportunities for local tech startups; • Look at ways to enhance economic development through technology.

RESULTS IN “TECHNOLOGY TIME”The City and County of Honolulu has achieved remarkable results in a very short time—in “technology time”. Credit belongs to the DIT team as well as to the third-party business partners. They were key players from the very beginning. They brought in experts to architect the systems—both the hardware and software. They educated the team on what it was we were acquiring, and they provided resources to help with the work.

DIT-164

KEY DEPARTMENT PERSONNELAdministrative DivisionGordon Bruce, Director/CIOA foundation for the development and deployment of the new applications along with the enabling the reuse of applications re-quired a re-architecting of the hardware and software infrastructure. A detailed review of existing and future needs resulted in the development and subsequent deployment of both production and disaster recovery facilities. The new architecture supports new IBM Z-Series mainframes, new P-Series Midrange systems, new IBM SAN solutions (DS8100), new IBM SAN Volume Controllers, new fiber channels, and new CISCO directors. The production system is mirrored across a private fiber channel utilizing Dense Wave Division Multiplexing for reliability. This foundation provides exciting, flexible opportunities to support the next phase, the virtualization of over 200 servers, and the addition of new server based applications.

DIT DIRECTOR’S RESPONSIBILITIESThe Director of Information Technology has the primary responsibility of managing all IT resources and services in the City and County of Honolulu. The director is also given the title of Chief Information Officer (CIO) of the City and County of Honolulu with the responsibility for developing the City’s long-range IT related plans, goals and objectives, as well as measures for its achievement.The CIO ensures that all IT plans are consistent with, and supportive of, the stated business needs of the various departments within the City and County of Honolulu. Chapter 13, Section 6 of the Revised Charter, delineates the powers, duties and functions of the Director of the Department of Information Technology, as follows: 1. Operate information systems excluding those systems maintained by the Board of Water Supply and any other semi-

autonomous agencies created by ordinance; 2. Provide technical expertise in information systems/technology to the City government;

DIT-165

3. Assist the managing director in management information analysis and evaluation; 4. Advise the mayor on information technology matters, as it relates to government operations and the development of a

tech industry in Honolulu; 5. Provide objective third party guidance in the selection of technologies for all city and county departments; 6. Facilitate an integrated approach to technology deployment in the area of public safety; 7. Perform such other duties as may be required by law.

APPLICATIONS DIVISIONGrace Cheng, Division ChiefThe largest project currently under way is the City and County of Honolulu Enterprise Resource Planning (CHERPS) project. The RFP was awarded to CGI-AMS and separate office space was established for the contractors team and City personnel assigned to this massive project. This is a multi-million, multi-year project that will bring the City’s main enterprise software in line with contem-porary best practices for fiscal management of large municipal operations. On July 1, 2007 the financial component of the system went live (on time and on budget). This not only included the application itself, but significant infrastructure hardware and software upgrades to support the system. During this time, over 40 additional projects were started and completed. They included systems for the Honolulu Police Department, Honolulu Fire Department. Applications include drivers licensing, motor vehicle registration, electronic document management, and numerous new online services, to name a few.

OPERATIONS DIVISIONHerbert Ho, Division ChiefA tremendous need to rebuild the operations infrastructure also started during this time period. Outdated mainframes, unsupported operating systems and related software needed to be replaced, and a totally new hardware and software architecture needed to be designed, and implemented to support the numerous projects underway. The Operations division was able to accomplish this task without disruption of the existing services. Accomplishments included replacement of 3 outdated mainframes with new IBM Z-series equipment, new server platforms utilizing IBM P-Series equipment and a Storage Area Network solution utilizing IBM DS-8100 Storage arrays. All this was accomplished on time and within existing budgets. The operations division successfully completed an ERP disaster exercise in October 2007. This was a significant test of the newly architected system.

TECHNICAL SUPPORT DIVISIONAlvin Sunahara, Division ChiefThe City’s 24 communication towers that support police and fire department radio systems, a vital function of emergency services, were in a state of serious disrepair. DIT has embarked on a multi-year, $50+ million program of repair and replacement that will bring the system to an acceptable, hurricane resistant condition. Reconstruction has been completed on three vital tower locations with five more in their planning and design phase. Seven more are scheduled for repairs in 2008.In addition the City has made significant progress in the areas of interoperability with over 20 agencies now capable of interoper-able radio communications island wide over the Honolulu 800 MHz radio system. The city is also well underway with the required re-banding of the 800 MHz radio system in compliance with the FCC/Nextel issue.

NETWORK AND SECURITY BRANCH Clement Chan, Branch ChiefDIT staff continues to improve the City’s communication network and has replaced antiquated legacy phone systems with new Voice over IP equipment (VoIP). These units greatly reduce costs over conventional phone service, and, at the same time, allow for more advanced uses and features. DIT is conducting an agency by agency roll out to VoIP beginning with completion of the Frank F. Fasi Municipal Building, the new Fire Department headquarters and Police substations. As of December 2007, over 4,000 of approximately 9,000 VoIP telephones had been deployed. This is without any significant increase in DIT’s budget. The island-wide fiber backbone continues to be enhanced and expanded. Multiple interconnected gigabit ethernet over fiber networks now exist linking many of the City’s facilities island wide.The City’s Wireless Enhanced 911 system celebrated its first anniversary in March of 2008. Kidnapping, domestic violence, and 911 misuse have been thwarted as a result of this new technology. A new imaging system to support vertical location identification is presently under development for deployment in 2009.

AccomplishmentsDIT continues to add interactive/transactional features to the City Web site, including new online application processes. To date over 20 new online services have been introduced. There is also increased use and development of electronic forms for internal use by City employees. The next phase includes the deployment of a formalized e-governance program, Service Oriented Architecture (SOA) through the use of IBM Websphere Portal, Content Management and the rational toolset.Interoperable communications now exist island-wide over the City & County of Honolulu 800 MHz radio system. The City is in the early planning stage for the eventual relocation of the Department of Emergency Management Operations Center, and its con-solidation with the Joint Traffic Management Center. DIT will specify and design the technology to empower this state-of-the-art nerve center for disaster and crisis management (exercises are now conducted quarterly to test the technology and procedures).

DIT-166

DIT is further charged with expanding the newly deployed Access Controls and Monitoring Systems (ACAMS), solutions for facili-ties security, including credentialing, video surveillance and building access. This system complies with federal homeland security standards.

Project Prioritization ProcessEach year involves the continuance of several major projects that will update and reshape DIT services at the City & County of Honolulu. The director and his division chiefs established a system for prioritizing the projects that are handled by the department.Projects were categorized using the following criteria: 1. Required by Law 2. Mayor’s Directive 3. DIT Director Priorities 4. Required by City Audit 5. Obsolescence 6. Homeland Security 7. Maintenance 8. Funded 9. Other / ROIA new project management tool was created to consolidate reporting by the various divisions and managers in a central data base. This information is used to track the progress of each project to better facilitate management oversight. During the fiscal years 2006 and 2007, DIT has completed many projects. FY 09 includes over 50 additional citizen centric projects

Program Focus for FY 2009The following programs were prioritized for Fiscal Year 2009: • Telecommunications tower maintenance services • Telecommunications tower upgrades • Division of Motor Vehicles system • Network communications infrastructure strategy • Workforce development integration • Access control systems for city facilities • Photocopiers/fax machines/multi-function devices • Mainframe processor expansion (UNIX) • Liquor Commission system • Enterprise content Management • SOA (IBM Websphere) • Server consolidation • SAN strategy • Cyber Security • Enterprise asset management • Public safety systems • Internet and Intranet Revitalization

Projects Completed in FY 2009 • 2 Tower Reconstructs • 7 Tower Repairs • 800 MHz Re-banding (Nextel Funded) • Payment Card Industry Certification • E-911 Pictometry Upgrade (Mobile Funded) • Storage Area Network Upgrade • Server Consolidation/Virtualization • PMO Metrics Projects • Clarity Project Management • Clarity Financial Reporting • Computer Aided Dispatch • DPP Online Permit Applications

DIT-167

• Enterprise Asset Management – Phase 1 (Fed Funds) • ACAMS – 5 More Facilities (Federal Grants) • Intelligence Reform and Terrorism Prevention • 8 Electronic Document Management Apps • Network Mgt for Public Safety Systems • 8 New HFD Systems - SOA • First Responder Wireless System Upgrade • New Facilities Reconstruction Support • Licensing System – SOA • ERP Web Portal – SOA • Web Portal Replace – SOA • VOIP – 1500+ Phones – Total now exceeds 4000 • Real Property Tax – Online Assessment Mgt • Cyber Security • HFD Intranet Portal – SOA • Free Municipal WiFi Expansion

Free Municipal WirelessMunicipal Wireless addresses the issue of providing free wireless services for general public use. The City’s goal is to provide free wireless to people without compromising public safety, commercial growth and innovation. The Honolulu Perspective is unique and founded in a “Grassroots” approach. This new grassroots effort requires public-private partnerships. Some of the partners include: Clearwire Communications, Hawaii Open Source Education Foundation (“HOSEF”), Hawaiian Telcom, It’s All About Kids, and Tri-Net Solutions (Kokua Wireless).The City is currently in the process of providing free wireless Internet access services in select locations for Oahu users. Already, City Wi-Fi hotspots can be found in Chinatown, Frank F. Fasi Municipal Building, Honolulu Hale, Neal Blaisdell Center, The Zoo, and at five (5) district parks: Ewa Beach, Kalakaua, Neal Blaisdell, Nanakuli, Maili and Pililaau beach parks. Recently the City entered into a partnership with CBRE to place free municipal wireless hotspots in all of the commercial buildings they own and/or manage.Other potential locations being considered for municipal wireless include other public facilities such as City Golf Courses, beaches, The Bus, and other similar public facilities and locations. The future rail system will also be included in the City’s wireless plans.The City’s Economic Development plans benefit from wireless services that promote business and commerce in areas such as Chinatown. For example, business opportunities and collaborations can be realized by offering advertising and promotion on City websites for events such as Chinatown’s First Fridays. This has become a very popular venue bringing together local artists, en-tertainers, and the public to celebrate Hawaii’s special arts and culture. Numerous other opportunities await creation by the private sector as the City offers more and more of its services via grass roots partnered wireless solutions.

Splash page for Honolulu Hot Zones (Free City WiFi Service)

DIT-168

The most recent addition to Honolulu’s Hot Zone free WIFI service has been the downtown Kailua business district. Done with the collaboration of private sector partners, the free WiFi service came online early in 2009.

Improved Internet Servicese-Government (from electronic government), also known as e-gov, digital government, online government refers to the use of internet technology as a platform for exchanging information, providing services and transacting with citizens, businesses, and other arms of government. e-Government may be applied by the legislature, judiciary, or administration, in order to improve internal efficiency, the delivery of public services, or processes of democratic governance. The primary delivery models are Government-to-Citizen or Government-to-Customer (G2C), Government-to-Business (G2B) and Government-to-Government (G2G) & Government-to-Employees (G2E). Within each of these interaction domains, four kind of activities take place pushing information over the Internet, e.g.: regulatory services, general holidays, public hearing schedules, issue briefs, notifications, etc. The most important anticipated benefits of e-government include improved efficiency, convenience, and better accessibility of public services.

DIT continues to add interactive/transactional features to the City Web site, including new online application processes. To date over 20 new online services have been introduced. There is also increased use and development of electronic forms for internal use by City employees. The next phase includes the deployment of a formalized e-governance program, Service Oriented Architecture (SOA) through the use of IBM Websphere Portal, Content Management and the rational toolset.

Homeland Security Issues / InteroperabilityThere are few areas where the application of new technology can bring about such significant improvements as with public safety. DIT works with Police, Fire, Department of Emergency Management, Civil Defense and other departments to improve communications among all first-responders. In July 2006, the City & County of Honolulu completed its Tactical Interoperable Communications Plan (TICP). A full scale exercise was conducted in October of the same year to test the interoperable communications plan. The City now leads the nation with its ability to communicate with over 20 different first responder agencies with disparate communications systems. The City took the lead through the Public Safety Oversight Committee formed by the mayor and headed by the director of the Department of Information Technology to address this specific interoperable communications issue.

DIT-169

Interoperable communications now exist island wide over the City & County of Honolulu 800 MHz radio system. The City is in the early planning stage for the eventual relocation of the Department of Emergency Management Operations Center, and its consoli-dation with the Joint Traffic Management Center. DIT will specify and design the technology to empower this state-of-the-art nerve center for disaster and crisis management. DIT is further charged with expanding the newly deployed Access Controls and Monitoring Systems (ACAMS), solutions for facili-ties security, including credentialing, video surveillance and building access. This will further expand HSPD-12 and compliance with FIPS-201 standards. To date, DIT has completed work on 5 wastewater treatment facilities, The Bus, Frank Fasi Municipal Building, Honolulu Hale, Honolulu Fire Department, Surf Lockers (Waikiki), Halawa Base Yard and will start work on the Honolulu Police Department in 2009DIT also participates in the planning process for the new Joint Traffic Management Center/EOC that will coordinate the ultimately fuse of the City’s communications and data support capabilities into one facility. The new JTMC/EOC will provide a state-of-the-art environment for both daily traffic management operations and emergency operations.

SUPPORT FOR SUSTAINABILITYKeith Rollman, Senior Advisor In September 2005, various City departments were convened by the Department of Budget and Fiscal Services to address the rising fuel oil prices and its impact to the City’s operating budget and formed the Energy Issues Committee (EIC). The objective of the committee was to brainstorm energy reducing initiatives to offset the City’s increasing energy costs. In early 2007, the EIC evolved into the Mayor’s Energy and Sustainability Task Force to develop a 10-year plan to make the City more energy efficient and sustainable. DIT’s Senior Advisor, Keith Rollman was identified as a key leader of the sustainability task force and developed online Web tools to communicate with the public and help organize this “virtual” project team through collaborative software solutions.

Green IT objectives:As their contribution to the City’s sustainability plan DIT contributed the beginning of the new Green IT policy. It focused on five specific areas where we can directly and immediately impact our operational performance in this area. These policies can be expanded to other departments through the actions of our computer service representative (CSR) teams.1. Product lifecycle and electronic wasteBy addressing procurement procedures to incorporate responsibility for all phases of product manufacture and ultimate disposal, the overall environmental impact ex-tends beyond the usual scope of operational use. Prod-ucts must be specified to include manufacture under fair labor practices, use of recycled materials, non polluting

The Mayor’s Energy and Sustainability Task Force collaborative site

The city’s sustainability Web site: www.SustainHonolulu.com

DIT-170

manufacturing processes, reasonably conservative packaging and shipping strategies and agreements incorporated for disposal of retired equipment and packaging materials in an environmentally responsible recycling process. Disposal of electronic equipment must be handled by certified recycling centers that either refurbish and reuse equipment or break it down into component parts for reuse in re-manufacturing.2. Reuse & recycleThe highest and best use for still usable equipment such as desktop computers, servers and network components would be for placement with schools or other organizations in Hawaii that can put them back into functional use. Secondarily, the equipment could be released into intermediary companies for distribution worldwide.Certain general office materials such as laser toner cartridges and ink jet cartridges can also be re-filled by commercial operators or traded in for partial credits for orders on refurbished units.All paper, cardboard and packing material should be sorted and forwarded to recyclers.3. Virtualization & ConsolidationThe concept is simple, fewer units use less electricity and produce less heat. Therefore, by replacing a series of under utilized servers with one consolidating all of their operations we achieve significant savings in energy.As a general strategy the overall number of servers will be consolidated by partitioning multiple operation systems (virtualization) and ganging operations to raise the overall load on each machine. It was determined that several servers were operating at a frac-tion of their capacity and proliferating as dedicated hardware for the deployment of new applications.4. Power ManagementIn conjunction with energy conservation strategies, we now deploy Verdiem power management software for our networked work-stations. The software monitors individual work stations and progressively powers them down if unattended for any length of time. With the 1,700 machines in the municipal complex (Fasi Municipal Building and Honolulu Hale) we are currently achieving energy savings of almost 150 kWh per machine per year for a total savings of about $32,000/yr.5. Upgrade EquipmentThe cost of new equipment with superior energy and cost-to-performance ratings must be factored when contemplating the early replacement of still-functional older series equipment. This could lead to earlier than anticipated replacement as newer technology recoups cost faster than previous generations.

ConclusionBy continuing to employ high tech solutions and expanding relationships with private sector partners the city of Honolulu continues to keep pace with the best practices of other great cities. We have shown the way for the appropriate use of technology to offer citizens convenience and improved public safety, deliver City services faster and find better ways to economic development. This commitment to infrastructure, integration, interoperability, and sustainability are demonstrated with significant funding and progress in everything from environmental services, transportation, and technology. The Department of Information Technology staff has performed far beyond what typically is found in best practice private sector organizations, let alone the government setting. They demonstrate the ability to get the job done, on time, on budget and that caring for the people of Honolulu is a priority for this administration. INC Magazine April 2007 issue recognized the City and County of Honolulu as the “fastest mover” in the country with specific recognition of our efforts in transportation and information. The mayor, with his direction and emphasis on public safety, infrastruc-ture, public services and sustainability, demonstrates his ability to move the City forward into the future. Additionally, The Center for Digital Government in 2007 ranked Honolulu 8th in the large city category–-populations of 250,000 or more when it comes to utilizing digital technology to connect its citizens with government. Cathilea Robinett, Executive Director for the Center for Digital Government stated “This year’s winners have really raised the bar for cities.” In March 2008, Government Technology recognized Direc-tor Gordon Bruce as a “Top 25 Doers, Dreamers and Drivers”, because of the efforts of the staff at DIT and the support of the mayor. In 2009, the Department of Information Technology and their business partner were recognized as a Best Fit Integrator for the deployment of a new enterprise resource planning system (ERP).The Department of Information Technology management and staff will continue to look at ways to not only meet the service de-livery bar, but to push it to the next level when it comes to providing citizen centric safety, applications and economic stimulation.

Please direct any specific inquires regarding the operations and policies of the City Department of Information Technology to: gbruce@honolulu.gov, Gordon Bruce, Director of DIT, City and County of Honolulu, 650 South King Street, 5th Floor, Honolulu HI 96813-3017