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

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 2018-19 Mid-Year Story Behind Performance

Provide Training to Financial System Users

In FY 2018-19, the Controller's Information System Division provided training to 84 users as of 12/20/2018, which is 70% of our annual target, therefore, 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 that:

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 assistance.

We also integrated Slack with HelpSpot to send instant alerts if any urgent ticket is not assigned within 3 minutes or 5 minutes for any non-urgent ticket. Our performance measure results demonstrate our commitment to providing quality customer services and we are confident that we will achieve our year-end goal.

Maintain Availability of Financial System Compared to Industry Benchmark

The availability of the County's financial system is exceeding its target of 99.6% due to the following factors, but are not limited to:

1) monitoring scripts implemented at the back-end that generate instant alerts for potential issues have allowed the Division to be more proactive in resolving problems or preventing potential risks 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;
3) LogicMonitor, a monitoring tool implemented by CentralSquare (OFAS vendor) is available to better assist the Division with monitoring the health of the system; and
4) a centralized document depository is in place to allow the team to efficiently build the knowledge database to enhance our understanding of the system and troubleshooting skills.
In FY 2018-19, the hosting site for OFAS was migrated from the provider's Chico Data Center (Tier 2) to the Last Vegas Data Center (Tier 4). This Tier 4 site has the most updated technology and infrastructure, which strengthen the security and performance of OFAS and provides the most current technology backup/redundancy and disaster recovery. This stabilizes the system further and improves overall system performance.

Future Priorities

In FY 2018-19, 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: 01-16-2019