Oversight Committee

January 15, 2014

2

January 15, 2014

AGENDA

As required, please be advised that a copy of the rules of the Open Meetings Act as amended by LB898 is located in the folder on the north wall of the Jesse Lowe Conference Room and assistance will be provided for anyone needing help.

Call to Order - Deb Sander Introduction and Appointment of Mike Grandgenett – Deb Sander

Approval of minutes from December 18, 2013 meeting – Deb Sander Standing Business

IT Service Management – Julie Stangl Service Spotlight - None for January

For February: Network, Data Storage, Telephony, Email/Calendar – Brad Toland Projects – Tracy Svevad 2014 Capital Improvement Plan Update – Bob Nord Operations Update – Bob Nord Security – Greg Andersen Financials – Sara Ransford

o Financial Report for December, 2013 Organization Update – Kruse

o New DOTComm External Website Innovation Topic: Amazon Web Services (Greg Andersen)

New Business

Microsoft Enterprise Agreement - Andersen

Public Comments

Next Regular Meeting February 19, 2014 at 2:30-4:00 in Jesse Lowe Conference Room, Civic Center.

Executive Session for the purpose of discussing personnel and legal issues in conformance with Nebraska Rev. Stat. 84-1410(d).

Adjournment

January 15, 2014

IT Service Management Update

(Julie Stangl)

IT Service Management Update

Agenda

December Incident SLA stats

Project Management Process

Improvement Review

5

December 2013 – Closed Incident Tickets Summary

** Only includes Google tickets created up through the end of the project - Dec. 12, 2013; All tickets created after this date are included in the regular stats

Service Level Agreements – Incident Resolution Time

Ticket Category # Tickets %

Included in SLA 576 69%

Non Service Desk 78 9%

Excluded:

P1 – P5 38 5%

Google Project** 137 17%

Total Closed Incidents 829 100%

6

Service Level Agreements – Incident Resolution Time

89% 91% 93%

* Only includes tickets created by Service Desk/CoSentry

80%

# Tickets Closed 576 0 10 138 257 171# Tickets <= SLA 524 0 8 123 234 159

Non Service Desk Tickets - By Service Requested

7

For December, 78 tickets (9%) were not included in the SLA stats because they were not originated at the Service Desk.

Service Level Agreements – Non Service Desk Tickets

Desktop54%

Applications29%

Email3%

Telephony1%

Database1%

Network6% Server

5%

Non Service Desk Tickets - By Service Requested

Police Dept.35%

City Other31%

County 32%

MAPA3%

Non Service Desk Tickets - Originating Organization

8

For December, 38 tickets were excluded from the SLA stats; 137 were excluded for Google project.

Service Level Agreements – Exclusions

Priority #

2 22 Applications 20 NCIC

Network - 2 Cox - MetroE - Fire Dept.

3 11 Applications 8 NCIC

Library Services 2 Cassie

Web App 1 ROD Premium Service

4 2 Applications 1 NCIC

Library Services 1 Gate Counter

5 3 Applications 1 NCIC

Library Services 2 Self Check

38

SLA Exclusions - December 2013

Details

DOT.Comm Project Process Review

January 15, 2014

10

Project Costing

In 2014, each service will estimate the number of hours that will be dedicated to working projects.

11

County City Enterprise

The Project Hours would then be allocated to County / City and Enterprise “buckets” based on their % of Service costs.

Project Costing

X Hours Y Hours Z Hours

12

Projects will be estimated and prioritized across the County, City and Enterprise.

County

City

Enterprise

Project 1

Project 2

Project 3

Project N

Project 1

Project 2

Project 3

Project N

Project 1

Project 2

Project 3

Project N

DOT.Comm 2014 Project List

Project Costing

Project 1

Project 1

Project 2

Project 1

Project 2

Project 3

Project 2

Project 3

13

The 2014 Bucket Hours are close to being finalized…Project Costing

Service # FTE*Total Hours Available**

% Project Hours***

EST. Total Project Hours %**

Project # Hours %*

Project # Hours %*

Project # Hours

Core Subscription: Application Svcs.

Legacy / COTS Apps2 11 22,880 20% 4,563 24% 1096 30% 1,040 70% 2,427

Oracle Apps1 5 10,400 30% 3,120 0% 0 45% 1,404 55% 1,716 Web - Total 3 + contractors 16,300 43% 6,963 12% 864 47% 2,867 53% 3,233

Sub Total 14,646 1,960 5,311 7,375 13% 36% 50%

Core : Client Services****Client Svcs - PM 1 2,080 85% 1,762 100% 1,762 0% - 0% - Client Svcs - CM 4 8,320 27% 2,254 7% 159 50% 1,048 50% 1,048

Sub Total 4,016 1,921 1,048 1,048

Infrastructure:****Server 7 14,560 17% 2,521 90% 2279 50% 121 50% 121Network 3 6,240 18% 1,143 95% 1087 50% 28 50% 28DB 3 6,240 3% 179 42% 75 50% 52 50% 52

Sub Total 3,843 3441 201 201

Core Subscription: Employee Svcs.Desktop 11.5 23,920 11% 2,717 20% 542 50% 1,088 50% 1,088 Voice 4 8,320 35% 2,912 5% 146 48% 1,328 52% 1,439

Sub Total 5,629 687 2,415 2,526 12% 43% 45%

Total 28,134 8,010 8,974 11,150 - 28% 32% 40%

Split based on 2013 Cost Allocation Model

City County 2014 Budget Enterprise

** Gallop

Project Management

When projects overrun or fail, it usually can be traced to one or more of the following causes:

Technical: Technology choices Project management techniques

Individual: Project leadership Scope management Communication

Stakeholder: User involvement Sponsor buy-in Goal specificity

Multiple studies show that a significant share of IT projects overrun their original timelines or are never completed. **

** Gallop

Project Management

A study published in Harvard Business Review found that the average IT project was 27% over its budget, and that 1/6th of the projects had a cost overrun of 200% and a schedule overrun of 70%.

What is the City and County’s

IT Project success rate?

* PM Institute

Project Management

Where do we want to go?

Level 1Ad hoc

Level 2Consistent

Level 3Integrated

Level 4Managed

Level 5Optimizing

• Few activities are explicitly defined • Success depends on individual effort and heroics

• Basic management processes & controls are established to track progress

• Discipline is in place to repeat earlier successes

• PM Processes are documented, standardized and integrated across the organization

• Quantifiable measures of the process and output quality are collected and used.

• PM continuous improvement and innovation

Business Feasibility

& Opportunity Assessment

Project Management Process

The proposed Project Management process leverages existing PM processes supplemented by increased business involvement upfront.

What problem are we trying to solve? What are the benefits? When is this required? What is a high level estimate of the resources required to

complete it?

What is the priority of this project compared to the other projects the City/County/Enterprise wants to do?

Initiation Definition

Execution Deployment Closing

“Portfolio Management”

Business Feasibility

& Opportunity Assessment

What is purpose of a standard PM Process? Most efficiently use resources to achieve project goals Defines requirements, along with stage “gates”, for each step of the process

Key Definitions

Initiation

Definition

Execution Deployment Closing

“Portfolio Management”

DOT.COMM Project Management High level Process Improvement Plan - Draft

Roll out new processes

Implement ToolChanges

I.

2.

3.

Standardize / Measure / Improve

4.

1Q14 2Q14 3Q14 4Q14

Pilot Process Changes*

1Q15

*“Business Feasibility Review” and “Opportunity Assessment”

Projects fully integrated with

cost model 5.

Service Spotlight

No Presentation For January(For February: Network, Data Storage, Telephone, Email, Calendar – Brad Toland)

January 15, 2014

21

Projects

(Tracy Svevad)

January 15, 2014

22

“Spot Light” Project Update

Projects:

Fatpot - Omaha Police

OPW Numbering Database - Public Works

Justice Lease 2013 - Douglas County

Projects:

OMS (GTL) - Corrections

23

“Spot Light” Project Update

High Visibility Projects:

Fatpot – OPD Support an updated Image for the mobile environment

Provide any operational support requested

OMS (GTL) – Corrections

DOTComm Resource has been hired and is gaining

knowledge or project status and tasks

Continue to assist with data conversion questions and issues

Limited interface work due to loss of resource

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“Spot Light” Project Update

Public Defender PC Installations

DC Assessors Windows 7 Upgrade

Juvenile Probation Office PC Installations

Adjust Probation PC Installations

Capital Improvement ProjectsUpdate

(Bob Nord)

January 15, 2014

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CIP Project Updates – January 15, 2014

• Testing Phase• Web/Linux Environment• VDI Environment

Website Load

Balancers

• Planning Phase – Identified Departments• Public Defender Civic Harney Level• CDC HOJ• Attorney Civil Civic 9th Floor• GIS Civic 4th Floor

Enterprise Telephone

System

• Reviewing and prioritizing• Microsoft Enterprise Agreement is the #1 Priority• Not ready to bring to the OC Board

CIP 2014

DOT.Comm 2013 Operations Service Update

(Bob Nord)

January 15, 2014

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Operations Service Update – January 15, 2014

• New printer on the floor, testing print output

• Mainframe Performance

Mainframe

2012 Nov 2013

Mainframe Upgrade

October 6, 2013

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Operations Service Update – January 15, 2014

• FTP Server failed December 29, 2013• Exposed gaps in processes• Proper elements on appropriate resources• Backup validation on new server or new services• Foglight alarmed on failure; no reporting on

imminent drive crash

Server Outage

• Customer Satisfaction Survey in Production

Issue and Problem

Management

(ITSM Tool)

• 1st Floor completed mid January• Wireless turned up on all floorsHall of Justice

Infrastructure

IT Security

(Greg Andersen)

January 15, 2014

IT Security – Goals for 2014

Eradicate Windows XP

Evaluate BYOD Feasibility

Deploy Google Message Encryption

Work with HIPAA Covered Entities on deep-dive analysis

Expand Cyber user education and portal– 180 City/County respondents to Cyber Security Month Survey

• 76% found October campaign useful• 76% believe Cyber Security education should be mandatory

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Did you find the Cyber Security Campaign in October Useful? Do you believe Cyber Security training should be a mandatory training for all City and County employees?

                                                                                                       

IT Security – Initiative: System Center Deployment

System Center Software Deployment Tool Rollout

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BuildHW and Configuration

TestAD Cleanup, Inventory,

Communication

DeployStart with Test group

MaintainDetermine Update Policy,Sync with AD, CMDB, Etc.

Jan Feb Mar 2Q ->

Microsoft Windows XP Upgrade Migration Campaign

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ExistingWindows 7

24002625285030753300352537503975

4150+

Win

do

ws

7 C

om

plia

nce

Met

er

Project Status:• Approval of Enterprise Agreement• System Center software deployment tool

purchased• Waiting on installation for expedited

upgrades and rolling inventory• Limited amount of current movement• Pending Deadline – April 8th, 2014 from

Microsoft… end of year for enterprise

Financials December 2013 Preliminary Financials

(Sara Ransford)

January 15, 2014

Preliminary Financials, Dec 31, 2013-Stmt of Net Assets

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FUND ACCOUNT Beg. Balance Net Activity Ending Balance

Assets 11011 CASH 1,880,955 317,394 2,198,348 11031 CASH CLEARING (593,160) 308,926 (284,234) 14111 ACCOUNTS RECEIVABLE 1,823,928 (1,096,588) 727,341 14115 ACCOUNTS RECEIVABLE 0 10,222 10,222 14119 ALLOWANCE FOR UNCOL (5,000) 0 (5,000) 16012 INVENTORIES - RESAL 15,387 0 15,387 17011 PREPAID ITEMS 363,368 8,782 372,150 18231 LEASE PURCHASE 189,475 0 189,475 18351 MACHINERY & EQUIPME 3,202,777 0 3,202,777 18352 INTERNALLY GENERATE 532,624 0 532,624 18359 ACCUMULATED DEPRECI (3,196,722) (39,269) (3,235,991) 18611 IN PROGRESS CONSTRU 543,860 0 543,860 19012 AMOUNT AVAILABLE- 70,337 0 70,337 19013 AMOUNT PROVIDED FOR 11,145 0 11,145 TOTAL 4,838,974 (490,533) 4,348,441Liabilities 21115 ACCOUNTS PAYABLE (157,670) (19,848) (177,517) 21116 JUDGMENTS PAYABLE (11,146) 0 (11,146) 21117 ACCRUED INTEREST PA (70,337) 0 (70,337) 21118 ACCRUED COMPENSATED (332,999) 8,618 (324,381) 21119 OTHER ACCRUED EXPEN (9,434) 9,434 0 21131 DEPOSIT PAYABLE (74,341) (21,300) (95,641) 21185 DEFERRED REVENUE (927,640) 927,640 (0) 21305 PAYROLL DUE TO OTHE 0 (56,227) (56,227) 21544 PAYROLL PAYABLES (396) (101,030) (101,427) TOTAL (1,583,962) 747,287 (836,676)Fund Balance (3,255,012) (256,754) (3,511,766)Total Liabilities and Fund Balance (4,838,974) 490,533 (4,348,441)

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Preliminary Statement of Net Activity December 30, 2013

December Obligations YTD Obligated YTD Variance Annual Budget 2013 Budget

Revenue Recognized56615 BASE SERVICES - DOT COMM (956,386.91) (10,926,281.60) 197,792.60 (10,728,489) 102%56622 CPAN (15,687.08) (184,533.30) 4,533.30 (180,000.00) 103%56625 IT SERVICES (18,116.00) (116,529.74) 28,529.74 (88,000) 132%56626 APPLICATION HOSTING (15,325.90) (709,274.12) 342.12 (708,932.00) 100%

(1,005,515.89) (11,936,618.76) 231,197.76 (11,705,421.00)

Expenses (Over)/UnderSalaries & Wages Regular Employees 520,480.75 5,420,803.71 698,030.29 6,118,834.00 89%Fringe Benefits 144,683.30 1,670,046.24 370,594.76 2,040,641.00 82%

Personal Services 665,164.05 7,090,849.95 1,068,625.05 8,159,475.00 87%

Personal Services 237,461.59 3,657,094.54 (354,883.54) 3,302,211.00 111% Supplies 3,603.35 59,684.98 49,551.02 109,236.00 55% Equipment 39,562.47 123,851.52 (11,312.52) 112,539.00 110% Other Non-Personal 12,536.45 19,368.46 2,591.54 21,960.00 88%

Total Expenses 958,327.91 10,950,849.45 754,571.55 11,705,421.00 94%

Net (47,187.98) (985,769.31) 985,769.31 0.00

Net Chargebacks/Grants/Depreciation Preliminary56611 MANAGEMENT & ADMIN SERVICES - DOT. 0.00 (36,593.57) 36,593.57 Items to be reviewed/Added:56614 PROFESSIONAL FEES - DOT COMM (515,549.33) (3,183,970.62) 3,183,970.62 Outstanding/Uncleared Items 42299 REIMB. PROFESSIONAL SERVICE 266,713.92 2,936,390.57 (2,936,390.57) 2012 Audit Adjustments 46211 DEPRECIATION EXPENSE 39,269.18 474,493.08 (474,493.08) Asset Updates 43999 REIMBURSEMENTS OTHER SUPPLIES 0.00 36,625.08 (36,625.08)NET (209,566.23) 226,944.54 (226,944.54)

(256,754.21) (758,824.77)

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Preliminary 2013 Expenditures December 30, 2013 100%

1 Professional Fees2 13 Budget didn't incl Salvage fees3 Utilities budget not increased in 20124 Tech ctr tv/monitor budget- 20125 VNX Purchase/cubicles purcahse

YTD Obligated YTD Variance 2013 Budget % Obilgated

Expenses (Over)/Under

Personal Services 7,090,849.95 1,068,625.05 8,159,475.00 87%

Purchased Services 42111 AUTO ALLOWANCE REGULAR(MILEAGE) 20,216.72 148.28 20,365.00 99% 42121 TRAVEL AND SUBSISTENCE 4,576.31 10,923.69 15,500.00 30% 42223 POSTAGE AND HANDLING 196.11 1,453.89 1,650.00 12% 42239 PROFESSIONAL FEES - OTHER 960,011.84 (743,808.84) 216,203.00 444% 42247 HAULING AND DUMPING 10,118.37 (368.37) 9,750.00 104% 42266 INFORMATION TECHNOLOGY CONTRACTED 1,058,309.76 79,190.24 1,137,500.00 93% 42297 GRANT EXPENSE (143.52) 143.52 0.00 42411 MAINTENANCE CONTRACT 844,672.37 111,193.63 955,866.00 88% 42418 M&R - OFFICE BLDG EQUIPMENT 376.00 7,624.00 8,000.00 5% 42431 MAINTENANCE & REPAIR - OTHER 15,296.10 15,903.90 31,200.00 49% 42453 RENT PARKING 110.00 920.00 1,030.00 11% 42474 RENT OFFICE EQUIPMENT 81,259.13 27,940.87 109,200.00 74% 42521 GAS SERVICE 4,849.64 (49.64) 4,800.00 101% 42541 VOICE COMMUNICATIONS SERVICES(LOCA33,676.72 24,823.28 58,500.00 58% 42542 DATA COMMUNICATIONS SERVICES(WIDE-508,883.27 77,576.73 586,460.00 87% 42543 CELLULAR PHONE CHARGES 27,893.06 2,900.94 30,794.00 91% 42544 PAGER SERVICES 0.00 220.00 220.00 0% 42819 LIABILITY INSURANCE 32,718.69 281.31 33,000.00 99% 42852 MEMBERSHIP DUES 31,156.61 (4,520.61) 26,636.00 117% 42853 TUITION 2,588.48 3,411.52 6,000.00 43% 42855 TRAINING 20,328.88 29,208.12 49,537.00 41%

TOTAL 3,657,094.54 (354,883.54) 3,302,211.00 111% Supplies

43311 OFFICE SUPPLIES 23,835.68 18,364.32 42,200.00 56% 43316 COMPT PARTS,SOFTWARE,ACCESS. < $5032,788.47 33,747.53 66,536.00 49% 43926 OTHER SUPPLIES 3,060.83 (2,560.83) 500.00 612%

TOTAL 59,684.98 49,551.02 109,236.00 55% Equipment

44111 FURNITURE & FIXTURE < 5000 66,108.03 (57,808.03) 8,300.00 796% 44113 MICROCOMPUTERS AND ACCESSORIES<5,015,510.83 31,939.17 47,450.00 33% 44114 NETWORK COMPUTER EQUIPMENT<5,00042,232.66 14,556.34 56,789.00 74%

TOTAL 123,851.52 (11,312.52) 112,539.00 110% Other Non-Personal

46112 BAD DEBT EXPENSE 462.00 4,538.00 5,000.00 9% 46723 MISCELLANEOUS DISBURSEMENT 18,906.46 (1,946.46) 16,960.00 111%

TOTAL 19,368.46 2,591.54 21,960.00 88%

Total Expenses 10,950,849.45 754,571.55 11,705,421.00 94%

40

Preliminary 2013 December Budget Comparison

92%

Actual FTE's

Bdgt FTE's Dec Obligations Dec Budget Budget YTD Variance 2013 Budget % Obligated

- - - 40 - DOT.COMM BUSINESS APPLICATIONS 2 3 22,539 24,211 313,952 (33,842) 313,952 111%DOT.COMM DATA CENTER 5 6 117,134 151,422 1,857,731 330,379 1,857,731 82%DOT.COMM NETWORKING 15 15 165,091 176,285 2,212,039 80,171 2,212,039 96%DOT.COMM -CLIENT SERVICES 9 9 80,792 68,908 893,468 39,508 893,468 96%ADMINISTRATION 6 8 190,748 80,683 1,036,802 (474,619) 1,036,802 146%LEGACY APPLICATIONS 10 11 109,593 100,733 1,289,998 142,657 1,289,998 89%ORACLE 6 6 106,175 109,121 1,361,800 137,889 1,361,800 90%WEB SERVICES 3 6 32,155 74,525 967,390 5,170 967,390 99%COTS 2 2 17,133 19,855 256,743 77,417 256,743 70%CONTENT MGMT & IMAGING 1 1 11,444 9,624 117,092 7,147 117,092 94%DESKTOP SUPPORT 15 15 99,512 79,964 1,035,802 22,831 1,035,802 98%SERVICE DESK 4 4 45,280 28,290 362,604 6,655 362,604 98%Total 78 86 997,597 923,621 11,705,421 341,402 11,705,421 97%

Total Expenses 997597.09 923,621 11,705,421 341,402 11,705,421 97%

ADMINISTRATION Obligated less Depreciation 1,036,926 100%

Dotcomm Obligated less Depreciation 10,889,566

11,705,421 93% ***Excluding depreciation

Organizational Report

(Derek Kruse)

January 15, 2014

42

January 15, 2014

I InnovationAmazon Web Services

Greg Andersen

Innovation Topic – Amazon Web Services

43

Amazon Web Services or AWS for short is a cloud-based infrastructure service

What this means is the servers, switches, storage, and other data center infrastructure is in the “cloud” or simply Amazon’s data center instead of ours

This has been tested in our environment and DOTComm wasn’t the first to make this voyage:

Douglas County GIS has been using this services successfully for quite a few years

Innovation Topic – Amazon Web Services (cont.)

44

Innovation Topic – Amazon Web Services (cont.)

Benefits

– Pay for what you use

– Easy to setup

– Low cost of entry and eliminates need for large capital replacement purchases

– Built in disaster recovery

– 3rd party partners available to fully manage our environment

– FED Ramp Certified.

Cons

– Cost can fluctuate based on usage

– Close monitoring required to prevent usage creep

– Performance is tiered, which may require investment in high cost tier in the future

– Cannot meet all needs as some application will continue to reside in the DOTComm

Data Center

45

Future Innovation Topics for 2014

BYOD

Mobile Devices Management

Disaster Recovery

Access Management

CRM

Hyperion Reporting

Technology Fair

Others?

46

47

New Business

January 15, 2014

Microsoft Enterprise AgreementGreg Andersen

January 15, 2014

New DOTComm External WebsiteDerek Kruse

January 15, 2014

Link

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PUBLIC COMMENTS

NEXT MEETING: February 19, 2014 @ 2:30 in Jesse Lowe

ADJOURN (to Executive Session)