Controller's Office: Information Systems (1432P)

Program Outcome Statement

Administer and improve the County's financial accounting system and ancillary systems

Program Services

  • Implement new system functions to streamline business processes
  • Provide user support and training to system users
  • Maintain the County's financial accounting system and its internal controls

Overview

Recently, the Division completed a major upgrade to the County's financial system. All system hardware was replaced, and switched from Unix-Oracle to Windows-SQL platform. This upgrade allows the County to receive software support and provide the ability to implement future enhancements to the application, including improved reporting and workflow capabilities.

Provide Training to Financial System Users


Customer Survey Respondents Rating Services as Good or Better

Maintain Availability of Financial System Compared to Industry Benchmark

FY 2017-18 Mid-Year Story Behind Performance

Provide Training to Financial System Users

In FY 2017-18, the Controller's Information System Division provided training to 115 users as of 12/31/2017, and the Division is confident that we will exceed our year-end target of 120 users. To ensure that OFAS users are properly trained, the Division ensures: 1) All new users are personally invited to training; 2) Users who submit tickets to the help desk who appear to need training are referred for training and personally invited; and 3) A monthly schedule of classes is emailed to all users.

Percent of Customer Survey Respondents Rating Services Good or Better

The CIS Division utilizes HelpSpot, a cloud-based help desk ticketing system, to process user requests for assistance in a collaborative manner. HelpSpot allows CIS staff to monitor, resolve, and respond to user tickets from any web-enabled device ensuring that users receive timely responses. Our performance measure results demonstrate our commitment to providing quality customer services.
By the end of 01/31/2018, the Division is planning to implement a new Help Desk support email, ofas@smcgov.org, instead of ofas@smcctl.org. This change of putting the support email in the same domain as the County will immediately improve the efficiency of the HelpSpot and most importantly, will tremendously reduce the impact when the email system is down and ensure that users can still get support while the system is being restored.

Maintain Availability of Financial System Compared to Industry Benchmark

The availability of the County's financial system is exceeding its target as of 12/31/2017 due to three factors: 1) instant automated message alerts have allowed the Division to be more proactive in resolving problems or preventing potential issues before they even occur and affect users; 2) a new communication tool, Slack, has helped the Division coordinate and collaborate efficiently through effective communication when an urgent issue occurs; and 3) a new monitoring tool, LogicMonitor has been implemented by Superion (OFAS vendor) and is now available to better assist the Division with monitoring the healthy of the system.

Future Priorities

In FY 2017-18, the Division will continue to update and improve the County’s financial system, which includes upgrading the system and implementing new financial reporting tools to improve financial monitoring and decision making.
Author: Eduardo Castillo     Contact Email: ecastillo@smcgov.org     Date Updated: 01-26-2018