ISD: Business & Fiscal Administration (1810P)

Program Outcome Statement

Provide accurate and timely business, fiscal, procurement, and project management services for ISD and its customers.

Program Services

  • Budget Planning, Monitoring, Forecasting, and Reporting
  • General Accounting - Accounts Payable (AP) / Accounts Receivable (AR)
  • Customer Billing and Collections
  • Procurement of Goods and Services
  • Business Analytics and Process Improvements
  • Performance Analytics and Reporting
  • Human Resources / Personnel
  • Administrative Support
  • Asset Management
  • Training


ISD’s Business and Fiscal Administration (BFA) Program provides support for financial management, business decision making, personnel, procurement, and project management for ISD and its customers. The program is leading several countywide initiatives to improve efficiency and effectiveness in service delivery and is managing the implementation of the Countywide ITAM program.
At the beginning of FY 2017-18, the ISD leadership team started monitoring performance measures and other key performance indicators on a weekly basis. This allowed ISD to proactively take actions throughout the fiscal year to meet its performance targets. The BFA Program enabled this monitoring by implementing Domo, a cloud-based metric tracking tool.
In partnership with the rest of ISD, the BFA Program led the development of a multi-tier structured training plan for employees, intended to build their core information technology (IT) skills. Members of the BFA team also organized several ISD-wide employee engagement events, including weekly Tai Chi classes, Yoga, the Heart walk, and quarterly business retreats.
FY 2018-19 is planned to be a foundational year for the BFA Program with heavy emphasis on business process improvement, bettering work-life balance, and increasing employee engagement through structured implementation plans.

Percent of Employee Evaluations Completed Annually

FY 2014-15 Target = 95% |  FY 2015-16 Target = 95%

Percent of Employees Meeting the 20 Hour Annual Training Requirement

Percent of Employees Rating Working for the County as Very Good

FY 2014-15 Target = 75% |  FY 2015-16 Target = 75%

Percent of Performance Goals Met

FY 2014-15 Target = 60%  |  FY 2015-16 Target = 60%

FY 2017-18 Year-End Story Behind Performance

Percent of Employee Evaluations Completed Annually
BFA records show ISD completed evaluations for 96% of its employees.

ISD focused on improving employee evaluation and satisfaction through periodic and collaborative feedback between managers and employees. ISD completed employee evaluations for FY 2017-18 in July 2018 and will accomplish the target for FY 2018-19.
Percent of Employees Meeting the 20 Hour Annual Training Requirement
BFA records show that 99% of ISD’s employees completed their annual 20-hour training requirement.

In FY 2017-18, ISD established a three-tier training plan for all department employees. Tier one, core skills, consists of department-wide staff training related to customer service and basic technology tools and skills. Tier two, unit-specific training, addresses technical job requirements for all ISD business lines, enabling staff to provide effective and timely services. Tier three, specialized training, is tailored for individual employees' personal and professional development goals.  Training completion was monitored on a weekly basis to ensure that employees received necessary training and the target would be met.
Percent of Employees Rating Working for the County as Very Good
The Countywide survey data indicated 77% of ISD employees rate working for the County as very good.
This metric increased from 72% in FY 2016-17 to 77% in FY 2017-18. This rise in employee satisfaction is likely due to department re-organization, employee position re-classification studies, office remodels, and better collaboration and cohesiveness between all employees. ISD strives to continue improving this rating. Department leadership is developing program-specific employee engagement plans to improve the department’s overall culture.
Percent of Performance Goals Met
BFA records show ISD met or exceeded 90% of the performance goals it previously set.
ISD met or exceeded performance targets in 19 out of 21 performance measures. This was achieved with continuous business process improvement, employee training, providing necessary tools to achieve higher performance, and BFA’s monitoring of each performance measure, which allowed course corrections to be implemented as-needed over time.

Future Priorities

  • Business Process Improvement: The BFA Program plans to improve finance and accounting processes to support better budget management, procurement, accounting, and time-keeping.
  • Asset Management: The BFA Program will plan and lead the implementation of enhancements to the Countywide ITAM system – Phase 2.
  • Cultural Enhancement: The BFA Program is increasing collaboration and streamlining business processes to improve and sustain operational effectiveness by acting on employee feedback.
  • Project Delivery: The BFA Program will continue to ensure that ISD led projects are delivered on time, on budget and with high customer satisfaction.
  • Employee Engagement and Staff Development: The BFA Program will continue to champion improvements in employee engagement and training.

Author: Harshil Kanakia     Contact Email:     Date Updated: 08-27-2018