ISD: Information & Technology Availability (1830P)

Program Outcome Statement

Provide secure, reliable, and highly available infrastructure and Information Technology services

Program Services

-Telephone Services

-Network Services

-Radio Services-Server Support

-Countywide Data Center

-Data Backup & Recovery

-Video Conference Services

-Database Support Services

Overview

This Program provides a stable infrastructure on which our applications and systems run allowing the County to provide consistent and reliable service.

Availability of Core IT Services (Datacenter, Network, Radio, and PBX) Remains Above Target

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

*FY 2014-16 Target = 99.7%

FY 2016-17 Year-End Story Behind Performance

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

Availability of Core IT Services

In FY 2015-16 ISD completed a large number of implementations, upgrades and changes to the Core IT Systems. Despite all of these changes, the department exceeds its availability target with 99.94% uptime, primarily due to diligent proactive planning and change control. As ISD exceeded its goal of 99.7% for several years, it will increase its availability target in FY 2016-17 to 99.90%.

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

Due to targeted training, process improvements and diligent efforts from staff we are happy to report a projected value of 88%.

Percent of Customer Survey Respondents Rating Service 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 rating scale ('Excellent', 'Good', 'Average', 'Below Average', and 'Poor').

*FY 2014-16 Target = 85%

Future Priorities

-Increase Wide Area Network (WAN) bandwidth (from 500 MB to 10 GB) by deploying dark fiber at key sites

-Increase wireless connectivity for County staff by 200 access points

-Complete the proof of concept (POC) for connecting partner city sites to the County’s shared fiber project

-Deploy Internet connections with a bandwidth of 1 GB to San Francisco (200 Paul) and Palo Alto (PAIX) Internet exchanges

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

Author: Martin Torres

Contact Email: MFTorres@smcgov.org

Last Updated: 09-08-2017