ISD: Business & Fiscal Operations (1810P)

Program Outcome Statement

Provide effective and timely business support services for the Information Services department and its customers.

Program Services

-Budget Planning, Tracking and Reporting

-Processing of Contracts, Amendments, Board Memos, Resolutions, and RFPs

-Procurement of Goods and Services

-General Accounting – AP/AR, Invoice Processing

-Customer Billing and Financial Reporting

Payroll Processing for ISD

-Admin, Clerical and Personnel Support for ISD

-Service Performance Management for ISD

-Departmental Training Management

-Office and Facilities Management for the Department

-Coordination of Policy and Planning for the Department

Overview

The Program continues to provide budget, fiscal and payroll services while offering other business services such as service performance management, IT contract and vendor coordination services, office facility management, procurement, management of cellular phone plans, and other administrative support for the department. Additionally, the division is focused on building standard service management practices across all department services.

Percent of an IT FTE to Support Each Employee

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

*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%

*FY 2014-15 Target = 75%

*FY 2015-16 Target = 85%

Percentage 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%

FY 2016-17 Mid-Year Story Behind Performance

Percent of Outcome and Efficiency Goals and Benchmarks Met

Percent of an IT FTE to Support Each Employee

As an operational efficiency benchmark measure, position information from eight bay area county budget books is used to determine IT FTE ratios to County Employees. In an effort to reduce the number of contractors used, ISD will add and fill 17 Regular, 20 Limited Term and 1 Extra Help positions. Despite the increase, San Mateo County ranks 4th in efficiency, which is still below the average benchmark ratio of 3.75%.

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

Targeted efforts to improve customer service combined with survey response choices has resulted in a higher rating. Response choices were updated to match the County's 5 point ratings scale ('Excellent', 'Good', 'Average', 'Below Average', and 'Poor').

Percentage of Employee Evaluations Completed Annually

In the last two years, ISD has focused on improving service through collaborative feedback with employees using the County's Collaborative Performance Management System. As a result, the department has completed 98% of its employee evaluations and achieved its goal for three consecutive years.

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

An employee positions classification study, building relocation and department re-organization has contributed to an overall decline in employee satisfaction in FY1516. These changes contributed to what we believe is a short-term negative effect on employee engagement. Additional efforts devoted to communicating organizational changes, involving employees in change decisions, improving career opportunities, and focusing on training plans and career development should improve these ratings in future surveys.

Percent of Outcome and Efficiency Goals and Benchmarks Met

Of the 15 department-wide measures, 13 met or exceed targets for an overall score of 80%.

*FY 2014-16 Target = 60%

Future Priorities

-Improve Finance & Accounting processes to support budget management, procurement, accounting and time-keeping

-Implement an Asset Management System and change management procedures

-Eliminate the Contract Management fee to departments and including this cost in ISD Overhead charges

-Update the ISD service catalog

-Include more services in the ISD Core Charges and Overhead rates

-Develop a more collaborative culture and streamline work processes to improve and sustain employee engagement

-Invest in staff training and communication plan: coordinate subject matter training assignments and develop online training for operational processes and procedures

-Develop a more consistent framework for measuring Customer Satisfaction by implementing standard survey methods, scale of measurement, monitoring and evaluation

Author: Aditi Kelkar

Contact Email: Akelkar@smcgov.org

Date Updated: 01-30-2017