Information Services Agency · 2019-04-23 · We plan to finalize this project in 2019. In addition to planning for a major infrastructure move, the agency excelled with almost 100

Information Services Agency

2018 Annual Report

Table of Contents

Who We Are 2

What We Do 4

2018 Overview 5

Letter from the CIO 6

What We Did 8

Shift Indy 9

Strategic & Maintenance Projects 17

What We Heard 21

Monthly Ticket Feedback 21

Annual Survey 23

What We Invested 24

2018 Financial Summary 24

Expenses by Character 25

Revenue by Source 26

Appendix A: Partner-Focused Projects 27

Appendix B: Annual Survey Results 37

2018 Annual Report | 1

Who We Are

Ken ClarkChief Information

Officer

Elliott PatrickChief Operating

Officer

Ed KlaunigChief Financial

Officer

Mark WarnerDeputy Director

of IT Strategy

Abbey BrandsChief Communications

Officer

Executive Leadership

Management

Kent Campbell

Infrastructure

Services Manager

Janice Mitchell

Admin & Financial

Systems Manager

Geneva Roembke

Business Services

Manager

Finance

Beverly Dillon-Macy

Finance

Administrator

Sean Dean

Contracts & Legal

Counsel

Jody McCormick

Procurement

Specialist

Adrianne Miller

Executive Assistant/

AP Specialist


Collin Hill

Application Services

Manager

Clark GilesChief Technology

Officer

Daniel Rieger

Project Services

Manager

Who We Are

Business Services Team

Enterprise Architects

Michael Lamar

Business Services

Lead

Jeffrey Crawford

Business Services

Lead

Julie Wambsganss

Business Services

Lead

Layne Young

Business Services

Consultant

Terri Blakeman

Business Services

Consultant

Donna Byrnes

Business Services

Consultant

Jordan McCarrel

Business Services

Consultant

Stephanie Kelty

Business Services

Consultant

Jordan Dailey

Business Services

Consultant

Ryne Click

Business Services

Consultant

Travis Grubb

Enterprise

Architect

Giesla Schepers

Telecommunications

Lead

Kenneth Freese

Telecommunications

Analyst

Chis Pruitt

Enterprise

Architect


This list does not include our fantastic support teams from Atos and Daniels Associates, Inc.

Alice Taylor

Technology Training

Administrator

TelecommunicationsTraining

What We Do

The Information Services Agency (ISA) enables 45+ local government agencies and

departments to achieve each of their individual missions through technology solutions. To be

successful, ISA aligns its objectives with the business needs of City/County partners, in order

to provide accessible and reliable services to local citizens, visitors and businesses.


Information Technology Board

Mission:

Vision: To be regarded as the trusted technology advisor to our partners

To provide our partners with exceptional technology services

ISA is governed by the Information Technology Board (IT Board) as outlined in Section 281-

201 of the Indianapolis – Marion County Code of Ordinances. The IT Board establishes IT

guidelines, standards and policies for the City/County enterprise. In addition, the IT Board

reviews and approves all major IT contracts, reviews all IT budgets, studies and evaluates

any and all IT needs of the City/County and may delegate any functions to the Chief

Information Officer as determined by the Board.

The IT Board is made up of nine members, with three being appointed by the Mayor. Of the

Mayor’s appointees, two are city officers, one representing a public safety agency and the

other representing a public service agency. Additionally, the Mayor appoints one of two

outside representatives with senior management experience, including IT authority in an

organization within Marion County of a similar size and scope as the City/County. The other

representative is appointed by the Council. The remaining members of the Board include

the Marion County Assessor, three of the four County constitutional officeholders (The

Auditor, Clerk, Sheriff, or Treasurer), and a Judicial representative appointed by the

presiding Judge of the Marion Superior Court.

What We Do

2018 Overview

2018 was spent further defining what ISA can do as a trusted advisor within the enterprise. With Shift Indy

kicking-off the year prior, digital government was a key focus for many projects. Despite focusing many

resources to the website initiative, major advancements were made in planning our data center migration,

as well as impactful system upgrades, implementations and policy development.

New Faces, New Roles

The Information Services Agency has sought a Chief Technology Officer for many years. With the

everchanging technology landscape, it’s important to have an individual thinking about the future of ISA and

its offerings to the enterprise. In May 2018, ISA hired Clark Giles to fill this pivotal role. The Chief

Technology Officer is also charged with developing a structured security program for the agency. This

includes developing sound, industry-approved security polices, and reviewing and implementing critical

security solutions.

Elliott Patrick, Chief Financial Officer, was promoted to the role of Chief Operating Officer in July 2018,

while also tending to Chief Financial Officer duties. Elliott’s knowledge of the agency from his time as a

Business Services Consultant, to his role as Chief Financial Officer, made an easy transition for all staff. In

August 2018, Ed Klaunig, formerly Contracts Administrator, came back to ISA to fill the Chief Financial

Officer role.

In February 2018, the Information Services Agency hired its first Technology Training Administrator. Alice

Taylor joined the agency to help spread awareness and education of key enterprise systems and their

processes. Training has been a crucial need in the enterprise for many years, often a shared responsibility

between Human Resources and ISA. We believe this position will continue to add value to the enterprise for

many years to come.

The Energy to Move Forward

With many new faces and new roles in place, it was time to begin delivering on the Strategic Plan we

published in 2017. There is no doubt the Shift Indy initiative and website transformation was at the forefront

of our 2018 deliverables. However, there was plenty of internal-facing work being accomplished as well.

In April 2018, the IT Board approved over $6.2 million in resolutions to move the current City/County data

center to a new location. The planning for a new site took many months, but ISA found a fantastic partner in

the State of Indiana. By co-locating in their data center and moving to hyper-converged infrastructure, ISA

will be able to shrink the current footprint significantly and for 25% of the cost of our private sector options.

We plan to finalize this project in 2019.

In addition to planning for a major infrastructure move, the agency excelled with almost 100 agency and

department-focused projects, several system upgrades, many application decommissions and more.

This annual report will highlight a year of strong advancements. Through agency initiatives, financial

proficiency and effective agency and department partnerships, ISA took a step forward in making lasting

changes to the City/County IT landscape.


There is no doubt, 2018 was an exceptional year for the Information Services

Agency. Internally, the agency reinstituted cross-organization functional groups to

discuss how we could better utilize technology to serve citizens. As Chief Information

Officer, I began meeting with the Information Technology Advisory Committee,

allowing me to learn more from our partners about their needs and challenges and to

discuss how our agency can address them. We also kicked off the project to move

the City/County’s 40+ year old data center, forming a partnership with the State of

Indiana to host our new, modern technology infrastructure – a project also supporting

the future move of our criminal justice partners to the new Criminal Justice Campus.

And our most transformational project of all was the Shift Indy Initiative, launched in

2017 and completed in 2018, which received local and even national recognition.

Shift Indy was created with a clear focus to better serve our citizens. The premier

project, of course, was the redesign of Indy.gov to be our digital city hall – an

accessible, mobile-friendly face of our local government. We spent the year working

with every city office and department, county agency and court as well as the City-

County Council to make sure their constituent needs were met. And we pushed hard

to get our local government partners to think about simplifying processes where

possible for our citizens. With the County Auditor, we saw 14,818 deduction requests

come through Indy.gov in 2018, eliminating trips to the City-County Building or

unnecessary postage or faxes (yes, faxes!). Similar results were felt with public

information requests, requests for extra patrols, searching for campaign finance

reports and much more.

The recognition for our approach to digital city hall was overwhelming. Shift Indy was

awarded the Local Government Cooperation Award from the Indiana Association of

Counties, the TechPoint “Best of Tech in Indiana” Mira Award for Corporate

Innovator of the Year and named a finalist amongst all U.S. cities in the Center for

Digital Government’s Government Experience Awards.

After all of this hard work and excitement, we finished up 2018 by asking our partner

agencies and departments to rate how they feel ISA is doing in our fourth

consecutive annual survey. The results of our surveys from 2015-2018 speak for

themselves. Our overall satisfaction has moved from 73% in 2015 to 90% overall

satisfied in 2018. It makes us proud to know our partners see we are working for

them and the citizens we all collectively serve.

Even with all the success, ISA knows 2019 isn’t a time to rest on our laurels. We see

2019 as a chance to take advantage of our credibility with our partners and push for

even more transformational change. We look forward to laying out our vision for

digital government first in the Indy 3.0 Technology Transformation Report and

subsequently in a new technology strategic plan for Indianapolis and Marion County.

Building on our successes, we will continue to be a trusted adviser to our partners.

We are humbled to get the chance to continue working on behalf of our constituents.

Ken L. Clark

Chief Information Officer

@Indy_CIO

Letter from the CIO



c

What We Did

ISA completed several projects in 2018 that positively impacted the

City/County IT environment and business processes of our partner agencies

and departments. The following section highlights 2018 enterprise projects,

both strategic and maintenance. A list of all partner-focused projects can be

found in Appendix A.

Strategic Projects

Maintenance Projects

With the release of the IT Strategic Plan and project roadmap in 2017, ISA

focused much of 2018 on planning and delivering strategic projects.

Throughout the ‘What We Did’ section, this dark blue bar will label those

strategic projects.

While we would love to spend our days thinking future-state and planning for

the future of IT in government, we do have an obligation as IT service provider

to the enterprise. This means several projects happened in 2018 that were

critical to our environment, but not the overall strategy of the agency.

Throughout the ‘What We Did’ section, this light blue bar will label those

maintenance projects.


c

What We Did

In April 2017, ISA announced the two-year Shift Indy initiative, which aimed to make city and county

government services more accessible and efficient for all constituents.

In planning this initiative, ISA met with every single agency and department to gather their requirements.

The team captured current services, desired services, current technology and the lack thereof; eventually

compiling a list of over 1,000 items. Externally, ISA convened with local businesses, civic associations

and non-profit organizations to gather requirements from those perspectives. The result, was an

expansive list used to engage an internal steering committee and develop guiding principles to navigate

the initiative forward.

Throughout 2017 and 2018, ISA worked to build my.indy.gov, a pilot site for the new, digital city hall.

Adoption of the platform grew steadily as new services became available. By the end of 2018, there were

60+ services available for citizens, a mix of new and replacement solutions. One major tenet of this project

was the review and revision of all City/County content. After months of work, the Shift Indy team published

all new content for each agency and department. This process reduced overall site content by almost

60%, removing ancillary and unnecessary information. In early 2019, the my.indy.gov pilot site

transitioned to take over indy.gov – becoming the digital city hall for Indianapolis & Marion County.

The Shift Indy initiative was recognized for multiple awards in 2018, including the TechPoint ‘Corporate

Innovator of the Year’, a Government Experience Awards finalist at the Center for Digital Government’s

annual event, and winner of the Local Government Cooperation Award from the Indiana Association of

Counties.

The progress of this initiative and the new indy.gov has shifted the mindset of City/County leadership and

their employees. There is excitement around the idea of a new model of service and a new way to

engage. This digital transformation is breaking down the silos dividing city, county, agency and

department, and providing constituents, businesses and visitors the local government they deserve.


The city and county provide several services to citizens that should be easy to research, request and

review. In 2018, ISA published six ‘Find my’ services. These allow citizens to search and their mayor’s

neighborhood advocates, recycling days, trash days, government jurisdictions, school districts and police

districts. These are some of the core services offered by local government and should be readily available

to our users.

‘Find My’ Services


Write the Mayor

Many of the current Mayor’s Office forms have been

updated – externally-facing and within the backend

systems – to create a streamlined experience for both

the citizen and the employee fielding requests.

Constituents can now use this easy service to write

Mayor Joe Hogsett and his team.

Property Tax Payments

Property Appeals

Property taxes are due in May and November in Marion

County, but the work done to manage billing, payments and

the entire property tax process is conducted throughout the

entire year.

ISA worked with the Treasurer’s Office to integrate property

tax payments into the Indy.gov site, eliminating the need to

visit the building to pay tax bills. Additional services and

enhancements within the property tax process have

improved overall engagement with Marion County citizens.

The objective and subjective appeal process allows homeowners to appeal changes to their property

assessment. This leads to an informal and formal hearing. This process has traditionally been manual,

offering little confirmation to residents and creating lengthy wait times for submitters as well as reviewers.

The new service has created an easy-to-use front-end for users to submit their appeals. It gives the

homeowners of Marion County a simple, transparent way to engage with their local government and

appropriately evaluate their assessments and property tax bills.


IMPD Engagement

File a Complaint

on an IMPD Officer

The Indianapolis Metropolitan Police Department is committed to regular outreach and engagement with

the community. Four new services; Request the Police Chief at an Event, Request an IMPD Community

Appearance, Request an IMPD Ride-Along, and Submit a Police Compliment make it easier for citizens to

engage. IMPD rolled-out the Ask for Extra Patrols and Submit a Traffic Complaint services in 2017.

Transparency is one of the most foundational tenets of any police force. The Citizens’ Police Complaint

Office (CPCO) was created 29 years ago to operate as an independent, unbiased entity to collect and

process feedback as it pertains to the Indianapolis Metropolitan Police Department. Creating a digital “File

a Complaint on an IMPD Officer” form allows CPCO to gather this information in an efficient, user-friendly

manner – expediting the process for intake and evaluation.


City-County Council

Proposals

Contest a Parking Citation

Report Fraud,

Waste and Abuse

The City-County Council votes on legislation every month that shapes Indianapolis & Marion County.

It’s important all citizens have an opportunity to view and learn more about the proposals in front of

their representatives. The new proposal search allows users to easily find current and archived

proposals from full council and committee meetings.

Like many cities, Indy has two kinds of parking citations:

metered and non-metered tickets, for things like parking in

front of a fire hydrant. If a constituent wants to contest their

parking ticket, these different ticket types are handled by

two different agencies.

Now a resident can easily find and complete the form to

contest a parking ticket entirely online. Many people even

contest their ticket from their cell phones in the same hour

they receive the citation. The online form makes sure

everything is valid before they submit. As soon as someone

submits their form, an email confirmation lets them know it

was received, and routes their request to the right agency.

Instances of fraud, waste, and abuse reduce the quality of City-

County services. A few warning signs of fraud, waste, and abuse

include; someone who appears to be living beyond their means or

someone who has access to cash/funds without another person’s

approval or supervision. This form allows users to anonymously

report these instances for further investigation.


Election Board Services

RequestIndy Services

The Marion County Election Board received two major digital services in 2018: the Search Campaign

Finance Records tool, which allows users to dive in to candidate financial documents, and a new Election

Results display, providing real-time, mobile-friendly election results to Marion County citizens. Both tools

expand transparency into the electoral system and allow citizens to engage whenever and wherever they

want.

RequestIndy is the interactive tool that allows Indianapolis & Marion County citizens to report issues and

request city services. Examples include: Report a Pothole, Report a Stray Animal, Report an Unsafe

Building, or Request a Streetlight. ISA created filtered entry-points for each of the main requests received

through the RequestIndy application. This allows users to find what they need – regardless if they

remember the RequestIndy shortcut, or simply search for that service on the Indy.gov site.


Certificate of

Appropriateness

Apply to Foster an Animal

Update Attorney Information

Before you make exterior changes, build, or demolish a

building, or need a zoning variance or rezoning of a

property in an Indianapolis Historic Preservation

Commission (IHPC) historic district, you are required to

apply for a certificate of appropriateness (COA). A COA

shows the IHPC has approved your proposed changes.

Homeowners can now use this form to apply for a COA.

Indianapolis Animal Care Services (IACS) is an

agency that sees regular interaction with the public.

Be it at the Indianapolis animal shelter, or through the

day-to-day actions of their animal control officers.

By creating more digital endpoints for this agency, we

create greater efficiency in the work they do, as well

as greater engagement from the public. The ‘Apply to

Foster an Animal’ form is one way IACS can now

engage with local animal lovers.

Users can complete this form to update attorney information within

the Odyssey Court Case Management System. Odyssey is a

database that connects over 2 million court cases throughout

Indiana. State and local agencies can access cases in this

database.


Redemption Services

A property owner has the opportunity to pay what they owe and reclaim their property after it has been sold

in a tax sale. This is known as ‘redemption’. Taxes, special assessments, and other charges that occur

after the sale must be paid as part of the redemption amount. The ‘Find Property Redemption Amount’

service shows how much someone must pay the Treasurer in order to redeem their property. The ‘Sold

Parcel Finder’ is used to search for properties sold in a tax sale.


Over 300,000 pieces of mail are sent in relation to

property taxes. In many cases, citizens are receiving

multiple mailings for joint properties. Now, property

owners can easily request their adjacent properties be

combined in a single parcel. Not only does this save

stamps, it saves property owners the headache of

multiple bills.

This is one of many property and property tax-related

services that helps improve the overall experience for

Marion County residents.

Combine Adjacent Parcels

What We Did

IT Governance (Ongoing)

The IT Governance policy was passed unanimously by the IT Board in June 2017. This policy enacted

what is currently documented in municipal code; that ISA shall facilitate an IT governance process with no

less than five ‘teams’ and an overarching body of representatives.

ISA established five IT functional groups: Public Safety, Justice, Administration & Finance, Property &

Land Management and Constituent Services. Each of these groups has a chairperson to facilitate the

meetings and represent their member’s interests on the Information Technology Advisory Committee

(ITAC).

The first round of introductions took place in December 2017, but the real work began in 2018. These

groups reviewed and approved an Email Retention Policy, a Hardware Management Policy, a new

Enterprise Password Policy, and revised the standing Enterprise Acceptable Use Policy. Furthermore,

these groups found a space to discuss their IT needs, as well as their everyday overlap – be it in legal

code, operational process or systems.

CommandCentral

Implementation


In partnership with IMPD and Mayor Hogsett’s recent investments in

public safety and public safety technology, ISA invested $1.8 million

over 10 years for CommandCentral – a suite of real-time crime analysis

products that integrate seamlessly into the new CAD/RMS.

Investments in these solutions allows IMPD to leverage existing data

and take a step forward towards intelligence-led policing. The

City/County has a wealth of beneficial data – from abandoned housing,

to the status of released offenders. By integrating applicable datasets,

IMPD has the opportunity to tap in to all possible leads, providing

dispatch and officers on the street real-time information and increasing

the ability to quickly and safely solve crime and protect our community.

What We Did

Enterprise Security Charter

Enterprise security is something ISA has to manage and improve every day. Anywhere from 10,000 to

15,000 malicious emails sent to City/County users every month. The tools ISA has in place block them

96% of the time, prior to ever reaching a user. The tool has also blocked 300+ malicious URLs within

SPAM emails. But security reaches much further than City/County email – it addresses standards for tools

and systems within our environment, it requires established benchmarks and standards regarding

enterprise data. In March 2018, the Information Technology Board passed a commitment to an Enterprise

Security Charter. This confirms the importance of security within our technology landscape, and

empowers ISA to continue working towards a more secure environment.

Email Retention Policy

The Information Services Agency has attempted to approve email retention standards for the last

five years. With the help of the IT Functional Groups, ISA in partnership with the Office of

Corporation Counsel, was able to gather feedback and produce a policy to reign-in decades of email

storage.

The Email Retention Policy sets guidelines for maintaining email correspondence for a five-year

retention period, in adherence with the Indiana Archives and Records Administration’s (“IARA’s”)

County/Local Government General Retention Schedule. After that five-year period, non-exempted

emails will be destroyed. With decades’ worth of email in our storage, there’s quite a lot to review.

To ensure agencies and departments have adequate time to preserve required correspondence,

ISA has planned a phased destruction process.


ISA winning Corporate Innovator of the Year at the 2018 TechPoint Mira Awards

What We Did

Hardware

Management Policy

ISA manages the lifecycle and replacement of City/County hardware, which is important to maintain a secure

and efficient technology environment. Hardware includes the laptop or PC sitting on a user’s desk, servers,

storage, routers, switches and even wireless access points.

This policy establishes a clear strategy to refreshing and maintaining enterprise IT equipment. It applies to all

computers leased and owned by ISA, or other computers procured by customers and added to the PC

Refresh Program; all ISA owned and leased network equipment utilized in the City/County environment,

including all wireless access points, routers and switches; and all ISA and City/County fully managed servers

and storage in the City/County environment. This policy was approved in April 2018.

Acceptable Use Policy

Organizations have to establish Acceptable Use criteria – be it the use of devices, the network, social

media, or all of the above. ISA has had several Acceptable Use policies over the year, with the most

recent approved in 2015. Three years later, we felt it was a perfect opportunity for our IT Functional

Groups to weigh-in on what was (and wasn’t) acceptable for our enterprise users.

The newest Acceptable Use Policy was published in November 2018. The review included a deeper look

at what was necessary for the security of the network and the integrity of our equipment, and what

language was simply serving as general guidelines. The result is a policy that only enforces what ISA

believes to be crucial to our security and hardware longevity, as well as encouraging all agencies to

create their own, agency-specific Acceptable Use policies.


ISA Staff and Mayor Hogsett at the Mira Award Celebration

What We Did

Accela Upgrade

A planned Accela upgrade has been in the works for a few years. However, in April 2017, the upgrade to

Accela 9.0 officially became a project. In October 2018, over one year later, the upgrade was complete.

This project involved multiple City/County partners, including Department of Business of Neighborhood

Services, Department of Metropolitan Development, the Indianapolis Historical Preservation Committee

and Health & Hospital Corporation.

Accela 9.0 comes with an upgraded Accela Citizens Access Portal. This portal can now better serve

citizens of Indianapolis looking for updates on permits and licenses, as well as a variety of inspections

around the city. This upgrade also comes with an updated user interface for city employees, allowing

increased workflow efficiency. Accela 9.0 brings city staff the ability to use advanced field tools such as

Accela Mobile, and the opportunity for advanced map views of cases and permits with the Accela Civic

Insight tool.

IFD Kronos Upgrade

& Enhancement

The Kronos suite is a timekeeping & scheduling system within our enterprise, which augments our Human

Resources system. Its timekeeping and scheduling solutions are currently in mixed-use among the

Department of Public Works, the Department of Business & Neighborhood Services (including Animal

Care Services), and the Indianapolis Fire Department. The Indianapolis Fire Department has used the

TeleStaff solution for many years as a scheduling system for staff.

In May 2018, the Indianapolis Fire Department went live with Workforce Central (WFC) to review and

approve timesheets, manage time off & clock in from their mobile devices at their stations. This is a major

advancement for IFD and its staff and allows their staff to decrease time spent on their computers doing

administrative work and allowing more time to serve citizens. Additionally, by going live with WFC in

tandem with Telestaff, they will be able to better leverage both products for increased overtime savings.

Many hours were spent combing through data and reviewing key payroll processes to ensure not only a

smooth transition, but also more efficient timekeeping going forward.


What We Heard

ISA evaluates satisfaction by surveying users in two ways: upon completion of ISA Service Desk

tickets and through an annual survey focused on all ISA divisions. Overall scores in both methods

remained above industry standards, compared to 2016 and 2017 results.

Monthly Ticket Feedback

Feedback is collected and organized every month for the Information Technology Board. The following

charts depict 2018 customer satisfaction as it pertains to overall score.

The overall satisfaction score for 2018 averaged 4.79 out of 5 or 96%. According to a 2016 Gartner article,

transactional IT customer satisfaction averages between 3.0 and 3.5. This means our regular feedback

continues to trend above industry standards.

Heather Colella, Hank Marquis and Jeffrey M. Brooks. “Satisfaction Surveys: You've Measured It, Now What?." (2016): n. pag. Gartner. Web.

4.8 4.8 4.8 4.8 4.8 4.8 4.8 4.8 4.8 4.9 4.8 4.94.9 4.8 4.8 4.7 4.8 4.8 4.7 4.9 4.9 4.8 4.8 4.80.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec

Customer Satisfaction Score2017 vs 2018

2017 Score 2018 Score


What We Heard

Monthly Ticket Feedback

Feedback is collected and organized every month for the Information Technology Board. The

following charts depict 2018 customer satisfaction as it pertains to return rate.

According to a 2015 Gartner analysis on measuring satisfaction, transaction-based surveys may only

achieve a 5% to 10% response rate1. Our post-ticket survey returned an average of 16.5% responses every

month. While a higher return rate is preferred, it is positive to be above industry standards. Out of 40,280

eligible surveys in 2018, 6,669 were returned.

Jeffrey M. Brooks. "Measuring End-User Satisfaction Is Critical for IT Service Support" (2015): n. pag. Gartner. Web.

16.6%17.1%

18.7%

17.0%

14.9%

16.9%

18.2%

16.1%15.1% 15.4%

17.2%

15.1%

0.0%

10.0%

20.0%

0

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

Jan '18 Feb '18 Mar '18 Apr '18 May '18 Jun '18 Jul '18 Aug '18 Sept '18 Oct '18 Nov '18 Dec '18

2018 % Return by Month Rolling 12 Month Review

Average % Return: 16.5%

Surveys Sent Surveys Returned % Return


What We Heard

Annual Survey

ISA provides an annual survey to all City/County employees at the end of the 4th quarter. This survey was

implemented in 2015 and the questions have remained predominately unchanged in order to compare

results year over year. Minor alterations in 2018 included additional questions regarding remote

workspaces and network availability.

ISA saw an increase of overall satisfaction by 1% from 2017. A total of 90% of respondents were ‘satisfied’

or ‘overall satisfied’ with ISA service last year. This question has seen an annual increase in satisfaction

since receiving 73% overall satisfaction in 2015.

The full 2018 results are available in Appendix B.

Answer Choices Responses

Very Satisfied 35% 183

Satisfied 55% 294

Dissatisfied 8% 43

Very Dissatisfied 2% 10

Very Satisfied Satisfied Dissatisfied Very Dissatisfied

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%


What We Invested

2018 Financial Overview

In 2018, ISA looked for unique ways to kickoff even more enterprise IT projects while continuing to

manage within its budget. Cost cutting measures over many years have resulted in sustained savings to

ISA budgets. The pay-for-what-you-use chargeback model has pushed agencies and departments to

decommission legacy applications, return unused computers and disable network accounts more quickly.

Additionally, ISA pushed to further review large vendor contracts and found significant savings, which will

save budget dollars well into the future.

In keeping with the IT Strategic Plan kicked off in 2017, ISA used savings to fund two of its large

strategic initiatives. First, ISA kicked-off planning for the data center migration. After reviewing options for

data centers, connectivity and hardware, ISA solidified a plan and funded the initiative through a series of

contracts utilizing 2018 budget dollars. Second, ISA bid, awarded and funded the data dashboard

initiative. These consulting services will allow the City/County to utilize enterprise-level tools to visualize

and better understand its data. The resulting intelligence will allow agencies and departments to better

serve our constituents.

Budget Results

As seen in the next two pages, ISA came in well under its proposed expense budget and balanced this

with lower revenue. This results in a minimal decrease in the ISA fund balance, and allowed the agency

to return over $1 million to agency and department budgets. The additional dollars in agency and

department budgets helped shore up City and County fund balances and, for some agencies and

departments, allowed them to use the additional budget in other ways.

The underspend in Character 1 highlights ISA’s continued difficulty with hiring, which can be attributed to

three specific issues. First, technology positions in the Indianapolis market are more competitive to hire.

Local government will not be a top tier choice when competing with our large, local tech companies such

as Salesforce and Infosys. Second, the pay scale in technology in City/County government continues to

bring challenges to enticing top candidates to ISA. This requires ISA to contract for much of its technical

staff as opposed to insourcing. Lastly, the time it takes for leadership in ISA to work through rewriting,

grading, posting and recruiting for technology positions continues to be taxing on staff. While in many

enterprises of our size, staff would be dedicated to this type of work, at the City/County this work must be

taken on by top-level leadership within the agency.

The actual versus budgeted revenue highlights some additional challenges for ISA. The chargeback

budgets for agencies and departments are created each year up to seven months in advance. With

technology changing so constantly, this can make planning difficult for not only ISA but the agencies and

departments as well. In order to ensure the agencies and departments have sufficient budget, ISA must

submit high-mark chargeback budgets for each. Additional pressure to keep ISA’s overall revenue equal

to its expense budget results in billed revenue lagging budgeted revenue. Over many years, this will

improve and budgets will be more accurate. However, ISA must continue to fine tune chargeback

budgets and rely more heavily on outside revenue in the future to keep fund balances at its target of 10%

of overall budget.


What We Invested

Expenses by Character

ISA Finance Data as of January 1, 2019


$0

$5,000,000

$10,000,000

$15,000,000

$20,000,000

$25,000,000

$30,000,000

$35,000,000

Jan Feb March April May June July Aug Sept Oct Nov Dec

Character 4 Character 3 Character 2 Character 1 Total Budget

Character 2018 Budget YTD Spend Encumbered Total $ Total % Remaining Budget

Character 1: Personnel $3,680,353 $2,701,370 $0 $2,701,370 73.40% $978,983

Character 2: Supplies $90,500 $68,999 $6,697 $75,697 83.64% $14,803

Character 3: Services $27,327,030 $22,997,357 $4,275,145 $27,272,502 99.80% $54,528

Character 4: Capital $113,982 $68,376 $41,003 $109,379 95.96% $4,603

Total $31,211,865 $25,836,103 $4,322,845 $30,158,948 96.63% $1,052,917

What We Invested

Revenue by Source

ISA Finance Data as of January 1, 2019


Revenue Source Budget Billed % Billed Collected % Collected

Internal Chargeback $30,480,695 $28,765,311 94% $24,412,928 85%

External Chargeback $701,628 $787,019 112% $345,917 44%

Miscellaneous $0 $0 N/A $129,210 N/A

Total $31,182,322 $29,552,330 $24,888,055

$0

$500,000

$1,000,000

$1,500,000

$2,000,000

$2,500,000

$3,000,000

$3,500,000

$4,000,000

$4,500,000

$5,000,000

Jan Feb March April May June July Aug Sept Oct Nov Dec

Budgeted Revenue Accounts Receivable Collected

Appendix A

Partner-Focused Projects

Below is a collection of partner-focused projects completed by the Business Services Team in 2018.


Partner-Focused Projects by Agency/Department

Agency/Dept. Project TitleTimeframe

(QX - QX)Project Description

Citizens Police

Complaint OfficeAIMS Q4

ISA implemented a new application for CPCO to

better track police complaints and compliments. In

2019, ISA will integrate with indy.gov to provide an

easier way for citizens to receive updates on their

cases.

Cumberland Police

Department

Cumberland Body

Cameras Q2

ISA assisted in planning for police-worn body

cameras.

Department of

Business and

Neighborhood

Services

Asset Management

SystemQ3 - Q4

ISA implemented an asset management system,

allowing improved asset tracking functionality and

reporting.

Department of

Business and

Neighborhood

Services

Accela Upgrade 2018 - Q4

ISA upgraded Accela to 9.0 to allow for mobile

fuctionality and improved interface. This was a

massive upgrade that was many years in the

making.

Department of

Metropolitan

Development

ePropertyPlus

(Phase I)2017 - Q1

ISA assisted in the implementation of this new

application -- improving staff management of

properties and increasing public awareness.

Department of

Metropolitan

Development

Historical

Document

Digitization

Q1 - 2019

DMD is working to digitize and index thousands of

historical documents that are difficult for staff to

access and impossible for the public to access.

ISA is assisting with this effort.

Department of

Metropolitan

Development

Planning Portal Q2 - Q4

ISA has administered and published

comprehensive plan elements, including

transportation plans, land use plans, and special

district information.

Department of Parks

and Recreation

SplashMetrix

RebuildQ3 - Q4

ISA made improvements to the application used to

manage aquatics facilities.

Department of Parks

and RecreationPool PC Rollout Q2 - Q3

ISA rolled-out 35 point-of-sale machines to all

pools in April/May and picked them up in August.

Appendix A





Department of Public

WorksM5 Upgrade 2017 - Q1

ISA upgraded the application, allowing

improved vehicle/fuel cost tracking.

Indianapolis Fire

Department

Record

Management

System (RMS)

ESO

Q1 - Q3ISA assisted in upgrading the current record

management system with a new system.

Indianapolis Fire

Department

TSU Data

Consolidation2015 - Q1

ISA created a new server and database and

pointed five IFD systems to write to the new

database. This allowed existing data to be

converted to PDF material and hosted on the

same server as historical information.

Indianapolis Fire

Department

Performance

Appraisal Module2017 - Q3

ISA gathered the requirements and

implemented an appraisal module.

Indianapolis Fire

Department

Kronos

Timekeeping

Solution

2017 - Q2ISA facilitated IFD's transition to a new

timekeeping system.

Indianapolis Fire

Department

Inventory

Management PilotQ1 - Q4

ISA piloted an inventory management solution

with IFD to track assets and various business

units.

Indianapolis

Metropolitan Police

Department

iRecord Upgrade Q1 - Q3ISA assisted in the upgrade of an eight-year

old system.

Indianapolis

Metropolitan Police

Department

Recruit

ApplicationQ1

ISA developed and application to reduce data

entry by the IMPD recruit team

Indianapolis

Metropolitan Police

Department

Dell Touchscreen

PilotQ1 - Q3

ISA conducted a touch screen pilot to prepare

for the new computer-aided dispatch (CAD)

system.

Indianapolis

Metropolitan Police

Department

JTV Hill

Community

Center Public

Internet/Wifi

Q2 - Q4

IMPD Community Engagement will use the

public Wi-Fi for school programs including

STEM work shops. IMPD has received 20 to

30 laptops for afterschool programs.

Appendix A





Indianapolis

Metropolitan Police

Department

Motorola

Command Central

Aware

Q1 - Q4ISA assisted in the implementation of a new

data analysis tool for IMPD.

Indianapolis

Metropolitan Police

Department

Genetec VMS

UpgradeQ1 - Q4

ISA facilitated the upgrade of critical camera

software for IMPD.

Indianapolis

Metropolitan Police

Department

Indy.Gov Traffic

Complaint

Enhancements

Q2ISA made improvements to the Traffic

Complaint service on indy.gov.

Indianapolis

Metropolitan Police

Department

Indy.Gov Ride-

along formQ2

ISA created a new digital service for citizens to

request ride-alongs with IMPD.

Marion County

Assessor's Office

Property Tax

Appeals

Application

Q1 - Q2

This application allows property owners to

submit a property tax appeal on the

my.indy.gov site. This includes objective and

subjective appeal types.

Marion County

Assessor's Office

Land Record

ModernizationQ2 - Q4

ISA coordinated a project to modernize the

Assessor's GIS business processes with an

ESRI GIS tool.

Marion County

Assessor's Office,

Marion County

Treasurer's Office,

Marion County

Auditor's Office

PVD Migration Q1 - Q3

ISA assisted in planning and configuration for

migration of the County's Property Value

Database Network system (PVDNet) out of the

city's data center.

Marion County

Auditor's Office

17T Property Tax

RefundsQ1 - Q4

ISA assisted in planning a replacement

software solution for property tax refunds.

Marion County

Auditor's Office

Find Tax Sale

ParcelQ4

ISA migrated this service to the indy.gov site.

This service allows constituants to search for

properties sold in the tax sale.

Marion County

Auditor's Office

Find Property

Redemption

Amounts

Q4

ISA migrated this service to the indy.gov,

allowing constituents to view redemption

amounts on parcels sold in the tax sale.

Department of Public

Works

Street Light

Request ProjectQ2 - Q4

ISA created a tool in INFOR to track streetlight

requests from citizens and sort/rank benefits of

light placement.

Appendix A





Marion County

Auditor's Office

Ineligible

Homestead

Deductions

Q3 - Q4

ISA assisted in planning a replacement

solution for the Auditor's ineligible homestead

deduction tracking and billing process.

Marion County

Auditor's Office,

Marion County

Recorder's Office,

Marion County

Assessor's Office

Simplifile Upgrade Q1 - Q3

ISA coordinated an upgrade to the Simplifile e-

recording system, used by the Assessor,

Auditor and Recorder.

Marion County

Clerk's Office

Traffic Ticket

MigrationQ3

ISA migrated the traffic ticket payment service

from the original pay.indy.gov eCommerce site

to the new indy.gov. This migration also

provided a platform updated. The public now

has a less confusing and more efficient

method for paying traffic tickets.

Marion County

Community

Corrections

Training Tracker Q3 - 2019

ISA procured software for the agency that will

allow for better training of staff, tracking, and

reporting.

Marion County

Community

Corrections

Financial

Application Q3 - 2019

ISA reviewed the .Net application developed

for this agency and recommended program

enhancements and API development to

improve integrity of data, efficiency, analytical

reporting and collections.

Marion County

Community

Corrections

Credit Time

CalculatorQ3 - 2019

ISA is developing a solution for the calculation

of credit time earned by program participation.

Marion County

Coroner's OfficerSalesforce Q3 - 2019

ISA implemented enhancements to improve

reporting and analysis of the data.

Marion County

Coroner's Officer

OTC Payments

Phase IQ4

ISA developed a system that allows the

Coroner's Office to take credit card payments

over the counter.

Marion County

Coroner's Officer

Duvall

Educational LabQ4

ISA installed five computers and updated WiFi

connectivity for newly created educational lab

at the residence center.

Appendix A





Marion County

Coroner's Officer

BMV Duvall

ProgramQ4

ISA assisted with connectivity to the site for a

monthly program where the BMV comse to the

facility and issues proper identification for

residents.

Marion County

Election Board

Election Night

ReportingQ2 & Q4

New election result tools on indy.gov provide

flexible methods for the public, staff,

candidates and the media to view election

results.

Marion County

Election Board

Poll Worker

ManagementQ2 & Q4

ISA implemented a method for Election Board

staff to manage Poll Workers from recruitment

to payment for service.

Marion County

Election Board

Polling Location

ManagementQ2 & Q4

ISA implemented a method for Election Board

staff to manage Polling Locations from contact

to contract to utilization

Marion County

Election Board

Warehouse

Logistics

Management

Q2 & Q4

ISA assisted in producing a method for

management and tracking of election day

assets to and from polling locations.

Marion County

Election Board

Warehouse Asset

TrackingQ2 & Q4

ISA produced a method of tracking assets

required for Election Day (to include election

machines)

Marion County

Election Board

Precinct Absentee

ReportQ2 & Q4

ISA provided a method to create Absentee

Lists for Inspectors to verify with Poll Books

Marion County

Election Board

Election Day

OperationsQ2 & Q4

ISA provided support for Inspector Hotline,

Legal, Alpha, Logistics, Central Count and

Admin. (Primary & General)

Marion County

Election Board

Vote Center

BackupQ3

ISA provided a backup process should vote

centers not operate as planned.

Marion County

Election Board

Vote Center

EquipmentQ4

Acquired 2019 Vote Center equipment via

Enhance Access Committee

Marion County

Prosecutor's Office

MCPO Fay B

Glick WiringQ1 - Q2

ISA assisted in the planning and expansion of

the Prosecutor's Office.

Appendix A





Marion County Public

Defender Agency

Digital Files for

Initial Hearing

Court

Q2 - Q3ISA assisted in migrating files from physical to

digital.

Marion County

Sheriff's OfficeMCSO Call Tree Q1 - Q2 ISA created a call tree for MCSO Main Control.

Marion County

Sheriff's Office

Kronos Solution

Development

Readiness

Q1ISA planned workshops to collaborate with the

Vendor team.

Marion County

Sheriff's OfficeIRIS Installation Q2

ISA assisted in implemeting a new solution to

assist with releasing of inmates.

Marion County

Sheriff's OfficeSecurity Cameras Q2 - Q4

ISA assisted in implementing new cameras in

critical intake areas.

Marion County

Sheriff's Office

Employee/

Position Profiles Q3 - Q3 2019

ISA reviewed and created position-specific

profiles for MCSO. This will aid in editing and

creating new employees within enterprise

systems.

Marion County

Sheriff's Office

Offender

Management

System RFQ

Q1 - Q3ISA assisted in gathering requirements for this

RFQ.

Marion County

Sheriff's Office

Reserve Office

Network Circuit &

WiFi

Q3 - 2019

ISA is expanding the network and wifi

capabilities at the Sheriff's Reserve Office to

accommodate more users and increased

training capacity at the facility.

Marion County

Sheriff's Office

Criminal & Civil

Warrants

Application

Q3 - 2019ISA continued development of this application

that tracks and updates warrants.

Marion County

Sheriff's Office

Migration from

Oracle 10g to 12cQ3 - 2019

ISA conducted testing of all applications

currently on 10g Oracle for compatibility with

12c and migration.

Marion County

Surveyor's Office

OTC Electronic

Payment SystemQ1 - Q3

ISA assisted in planning over-the-counter

credit payment processing.

Marion County

Treasurer's Office

Property Tax

Payment ServicesQ1 - Q4

ISA assisted in planning online payment

options for constituents to pay property taxes.

Appendix A





Marion Superior

Court

Kronos Time

KeepingQ1 - Q3

ISA assisted in the implementation of a cloud

based Kronos time keeping system.

Marion Superior

CourtBARS Q1 - Q4

ISA Provided agile development of an

application designed to reduce jail

overcrowding and reduce offender undue wait-

time in jail for low level offenses.

Marion Superior

Court

Transition from

APC to Initial

Hearing Court

Q1 - Q4

ISA provided support for the analytics and

decision making process for developing the

business processes of the Initial Hearing

Court.

Marion Superior

Court

CJC IT

AssessmentQ1 - Q4

ISA assisted in review of a number of systems

to be used in the new community justice

campus.

Marion Superior

Court

Vetting Future

TechnologiesQ1 - Q4

ISA created a test environment to vet new

solutions.

Marion Superior

Court

Odyssey

Performance

Review

Q2

ISA worked with State IT technicians to

improve Odyssey performance for Court &

Clerk

Marion Superior

Court

Court Reporter

Device RefreshQ3

ISA worked with the application vendor to

refresh devices with Court Reporter software

(60+/-)

Marion Superior

Court

Jury + Database

UpgradeQ4

ISA worked with the application vendor to

upgrade ISA databases and move from Oracle

to SQL.

Marion Superior

Court

PaperCut

UpgradeQ4

ISA assisted in the upgrade of PaperCut print

management software

Marion Superior

Court

Implementing

CR26Q4

ISA assisted Probation staff with implementing

Criminal Rule 26

Mayor's OfficeCS-CRM - Phase

IIQ1 - Q2

ISA implemented a 'Write to the Mayor' service

for indy.gov.

Appendix A





Mayor's OfficeOperation Night

LightQ1 - Q4

ISA implemented a streetlight request

management system used to administer new

streetlight requests from citizens.

Mayor's Office

Vacant and

Abandoned

Parcels Analysis

System

Q4 - 2019

ISA assisted in the implmentation of a new

dashboard & mapping interface that

aggregates City/County property & real estate

data.

Offfice of Corporation

Counsel

Legal Case

Management

System

Q3 - Q4ISA assisted in selecting a legal case

management system for the Litigation Division.

Offfice of Corporation

Counsel

GovQA

ImprovementsQ3

ISA made improvements to the Request a

Public Record service on indy.gov.

Office of Audit and

Performance

Onspring

ImplementationQ1 - Q2

ISA assisted with the implementation of a new

internal audit management application.

Office of Audit and

Performance

Onspring

EnhancementsQ3 - Q4

ISA worked with OAP to configure and

improve their internal application.

Office of Audit and

Performance

Fraud, Waste,

Abuse Reporting

Form

Q3

ISA created a digital form for anonymous

reporting of instances of fraud, waste, and

abuse.

Office of Finance &

Management:

Controller

Deskside Kiosk Q1

ISA installed a workstation kiosk to allow

customers to make payments online while in

the City-County Building. Previously, the

agency could not accept credit card payments.

Office of Finance &

Management:

Controller

T2 to Park Indy Q2 - Q3

ISA assisted the Controller's office in

transferring collection payment processors

from T2 to Park Indy, ensuring that data and

reporting was maintained.

Office of Finance &

Management:

Controller

Revenue

Recovery

Enhancements

Q3 - Q4ISA developed a batch file process, eliminating

manual data entry.

Office of Finance &

Management:

Controller

CUBS

DecommissionQ1

Decommissioned an end-of-life application

previously used for tracking delinquent monies

owed to the City-County.

Appendix A




Office of Finance &

Management:

Controller; Office of

Corporation Counsel

Parking

Contestation

Online Service

Q1

ISA developed a digital form to allow for

contestation of metered and non-metered

parking violations.

Office of Finance &

Management:

Human Resources

ePerformance

RedesignQ1

ISA assisted in the redesign and

implementation of a new performance review

form for non-union employees.

Office of Finance &

Management:

Human Resources

Open Enrollment Q3 - Q4

ISA provided technical support through open

enrollment, allowing the entire City-County

workforce to complete benefits enrollment.

Office of Finance &

Management:

Human Resources

HSA

Configuration for

BMO Harris

Q1 - Q4

ISA gathered requirements and completed a

technical configuration of PeopleSoft to allow a

new HSA vendor to provide workforce with

health saving accounts.

Office of Finance &

Management:

Human Resources

Kofax

EnhancementsQ3

ISA gathered requirements and implemented a

new environment within Kofax to capture I-9

documents.

Office of Finance &

Management:

Human Resources

PeopleSoft HCM

LinkQ2 - Q4

ISA gathered requirements and deployed a

secure link to PeopleSoft HCM on the public

indy.gov domain.

Office of Finance &

Management:

Human Resources

Employee Alerts

ResearchQ3

ISA provided market research regarding

enterprise-wide voice and text alerts.

Office of Finance &

Management:

Purchasing

ODBC to Kofax

ConfigurationQ1 - Q2

ISA assisted with the deployment of an

integration between Kofax and PeopleSoft,

allowing documents to be indexed from data

within the financial ERP system.

Office of Finance &

Management:

Purchasing

Dashboard for

BuyersQ1 - Q3

ISA implementated the PeopleSoft Work

Center for purchasing buyers to allow easy

access to frequently used reports and queries.

Office of Finance &

Management:

Purchasing

Bid Opportunities

EnhancementsQ2

ISA made improvements to the Bidding

Opportunities service on indy.gov.

Office of Minority &

Women Business

Development

Online Business

Certification formQ3 - 2019

ISA gathered requirements and will roll-out a

new OMWBD certification process on

indy.gov.


Appendix A





Office of Public

Health & Safety

OPHS Interactive

Display PanelQ1 - Q2

The customer is looking for a projection white

board combination solution with interactive

collaborative qualities for their conference

room.

Office of Public

Health & Safety -

Communications

Motorola Premier

One Mobile Client Q2 - Q4

ISA planned and executed the push of this

new solution to all public safety devices.

Warren Township

Small Claims

Court


ISA assisted in the implementation of FTR (For

the Record) software and eFiling with the State

via Odyssey.

Warren Township

Trustee

Establish

ConstableQ4

ISA assisted in establishing the Constable as

its on cost center

Washington

Township Small

Claims

Court


ISA assisted in the implementation of FTR (For

the Record) software and eFiling with the State

via Odyssey.

Appendix B

Annual Survey

Below is the full table of results from the 2018 annual survey. Questions shaded in blue were only asked

of those respondents that identified as City/County leadership and management.


Strongly

AgreeAgree Disagree

Strongly

Disagree

% Sat

2018% Sat 2017

% Sat

2016

I am made aware of the strategic direction of ISA and

its impact on my agency or department.31% 41% 23% 4% 73% 77% 78%

I have a voice in prioritizing what projects ISA focuses

their efforts on.20% 34% 34% 11% 54% 59% 61%

The desktop/laptop refresh program is a great value for

my agency or department.31% 53% 14% 1% 84% 89% 79%

The IT charge back process helps me understand the

IT costs of my agency or department.24% 54% 17% 4% 79% 68% 71%

The IT charge back process allows for IT solutions in a

fair and equitable manner for my agency or

department.

21% 51% 20% 7% 73% 67% 64%

The services provided by my Business Services

Consultant (BSC) are essential to the operations of my

agency or department.

46% 41% 13% 0% 87% 77% 84%

ISA provides a good value for the services they

provide.33% 44% 17% 6% 77% 75% 78%

ISA understands the needs of my agency or

department.30% 49% 17% 4% 79% 66% 73%

ISA is organized in a way that makes it easy for me to

get what I need.31% 56% 10% 3% 87% 85% 81%

ISA is knowledgeable of, educates me about, and

provides access to emerging technologies.25% 57% 13% 4% 83% 78% 71%

The public-facing website meets the business needs of

my agency or department22% 61% 13% 4% 83% 82% 74%

I receive timely and appropriate communication from

ISA.38% 55% 6% 1% 93% 89% 88%

Appendix B


Strongly

AgreeAgree Disagree

Strongly

Disagree

% Sat

2018

% Sat

2017

% Sat

2016

When I call the ISA Service Desk (x3075 or 317-

327-3075), I am satisfied with the service I receive.40% 51% 7% 2% 91% 91% 89%

When I email the ISA Service Desk

([email protected]), I am satisfied with the

service I receive.

39% 53% 5% 3% 92% 91% 89%

When I open a ticket using the ISA Service Desk

Portal (RequestIT•), I am satisfied with the service I

receive.

38% 52% 7% 3% 90% 91% 88%

When I contact the ISA Service Desk outside of

normal business hours, I am satisfied with the

service I receive.

37% 52% 8% 3% 90% 88% 87%

The technical knowledge of the ISA Service Desk

staff is adequate for my needs.35% 54% 9% 3% 89% 88% 86%

The ISA Service Desk staff is able to understand my

needs and solve my problem upon my first request

(No Repeat Tickets).

35% 51% 10% 4% 85% 84% 80%

The desktop/laptop provided by ISA meets the

needs of my job functions.32% 54% 9% 5% 86% 91% 89%

Applications on my City/County device are well

maintained and supported.31% 57% 9% 3% 88% 91% 89%

The network speed and performance is adequate to

perform my job functions.28% 53% 14% 5% 80% 91% 88%

I have adequate file storage options for my job

functions (H:Drive, S:Drive, etc.).39% 56% 3% 2% 95% 88% 87%

When working away from my desk, the City/County

Wi-Fi (not public) supports my job function.21% 56% 14% 10% 76% - -

When working away from my desk, I can easily

access my critical applications and documents.22% 53% 18% 7% 74% - -

When working away from my desk, I can

appropriately communicate with my team.30% 63% 4% 3% 93% - -

When working away from my desk, Remote.indy.gov

allows me to easily access necessary tools for my

job function.

23% 53% 15% 9% 76% 78% 68%

The provided public Wi-Fi is adequate for my

visitor's needs.22% 48% 18% 12% 70% - -

Documents

Information Services Agency · 2019-04-23 · We plan to finalize this project in 2019. In addition to planning for a major infrastructure move, the agency excelled with almost 100