Information Services Department (1800B)


Promote the effectiveness of government by innovating solutions and building stronger connections through reliable and secure infrastructure and applications, excellent customer service, and greater access to information.


Percent of Medium and Large Projects Completed On-time and On Budget with a Customer Satisfaction Rating of Good or Better Exceeds Target

*FY 2014-15 Target = 75%

*FY 2015-16 Target = 78%

Percent of Customers Survey Respondents Rating Services Good or Better

*FY 2014-16 Target = 85%


FY 2015-16

  • Total Sources: $32,877,983
  • Total Requirements: $32,877,983
  • Net County Cost: $0
  • Funded FTEs: 119.5

FY 2016-17

  • Total Sources: $27,369,011
  • Total Requirements: $27,369,011
  • Net County Cost: $0
  • Funded FTEs: 119.5


Percentage of Severity 1 (Critical) Tickets Responded to Within One Hour

Percent of Tickets Resolved at First Call


Percent of an IT FTE to Support Each Employee

*FY 2014-15 Benchmark Bay Area Counties = 3.71% *FY 2014-15 Target = Under 3.30%

*FY 2015-16 Benchmark Bay Area Counties = 3.75% *FY 2015-16 Target = Under 3.75%

Percent of Customer Survey Respondents Rating Services Offered by this Program Good or Better

*FY 2014-15 Target = 75%

*FY 2015-16 Target = 85%

Percent of Employee Evaluations Completed Annually

Percentage of ISD Employees Rating Working with County of San Mateo as Good or Better

*FY 2014-16 Target = 75%

Percent of Outcome and Efficiency Goals and Benchmarks Met

*FY 2014-16 Target = 60%

Fiscal Year 2013-15 Highlights


  • 300+ virtual desktops (VDI) at San Mateo Medical Center and Fair Oaks Clinic
  • New County Website on Drupal
  • Assessment and Tax System Requirements RFP and Project Manager
  • Increased Countywide Internet Bandwidth 100%
  • SMC Public WiFi rolled out at 11 locations around County
  • Establishment of a Project Management Office (PMO)
  • Implementation of an online Customer Service Desk application–ServiceNow Phase I
  • Digital P25 wireless voice radio communication system
  • Technology solution for the County’s core network upgrade
  • Integrated Case Management System for the County’s 8 Core Services Agencies
  • Launch of county’s Open Data portal
  • Rollout of Workday HR application
  • Launch of online meeting application (Lync)
  • Developed department-wide training plan
  • Hired Assistant Chief Information Officer
  • Developed first draft of updated County IT Strategic Plan
  • Created new communications strategy and infrastructure
  • Increase overall customer satisfaction to 85% or better
  • Increase Employee Engagement to 79%
  • Improve our finance and budget management processes to ensure accurate billing and accounting
  • Update the ISD services catalog
  • Increase bandwidth on all County dark fiber to 10 GigaBits/second
  • Increase wireless connectivity for County staff with an additional 200 hotspots
  • Increase the number of SMC Public WiFi sites by at least 12 per year
  • Expand the use of our Service Desk System and implement modules to better manage assets
  • Continue to grow usage of the Open Data systems by both residents and County departments
  • Align ISD operations and organization with goals in the recently completed Countywide IT Strategic Plan


Author: Jon Walton

Contact Email:

Date Created: 01-30-2017