ISD: Planning and Project Management (1844P)

Program Outcome Statement

Use industry best practices and standard methodologies to provide quality project review and management services, and strategy planning to the County.

Program Services

  • Project Management
  • IT Contract Review
  • Strategic Planning and Research


Planning and Project Management is a new Program which consists of two areas that work in conjunction to assess and deliver quality services to the County:
Planning and Research: Provide research, planning, and governance on Countywide information technology investments by performing technology assessments, reviewing technology contracts, and publishing policies and guidelines.
Project Management Office (PMO): Manage a portfolio of enterprise and department technology projects to deliver business solutions for the County's residents, employees, and visitors.
The two new performance measures that were created for the Planning & Project Management Program at the start of the current fiscal year are: Median Number of Days to Review Information Technology Contracts and Public Wi-Fi Usage per Month Countywide.  

Median Number of Days to Review Information Technology Contracts

Percent of an Information Technology Full-Time Equivalent to Support Each Employee

FY 2014-15 Target = < 3.30% | FY 2015-16 Target = 3.75%

Public Wi-Fi Usage per Month Countywide

FY 2017-18 Mid-Year Story Behind Performance

Median Number of Days to Review Information Technology Contracts
The Information Services Department (ISD) is tasked by the County Manager to review all contracts that contain a technology component. The timely review of the contract is critical in maintaining the procurement schedule. ISD has committed to completing the review process in ten business days or less. This time frame excludes any time required by the submitter to respond to questions and requests for clarification. The ten business day measure demonstrates ISD's commitment to be a good partner in the procurement process and challenges the Department to work efficiently. While this had historically been a problem area, management has focused attention on the process and begun closely monitoring the progress of each contract. Also, by permanently assigning the function to the same staff, ISD has achieved better results with more consistent turnaround times giving this measure a mid-year score of seven days.

Information Technology Full-Time Equivalents to Support Each Employee
This measure is included in Gartner’s annual Key Industry Measures study because it can assist Information Technology (IT) organizations in determining appropriate staffing levels. For 2016, Gartner reported an average of four percent for the State and Local Government sector. For fiscal year 2017-18, ISD decided to use this percentage as the benchmark target for this measure. The measure reflects how many IT staff across all Departments are needed to support the County's entire workforce. Using the technical job roles as identified in Workday, the total IT full-time equivalents is divided by the total number of filled positions in the County to calculate the ratio. Currently at 3.80 percent, San Mateo County is meeting this target and compares favorably against the industry average. ISD will continue to pay close attention to staffing levels and work with the other departments and the County Manager's Office to maximize the efficiency of technical staff.  

Public Wi-Fi Usage per Month Countywide
This performance measure was created to measure the increase in usage of Public Wi-Fi installed at various locations throughout the County. Measured in user sessions, this metric represents an adoption of technology through usage with the County of San Mateo's overall aim to bridge the digital divide. As of 2017, the National Telecom and Information Administration (NTIA) has stated that 87 percent of California households have Internet connectivity, of which 18 percent have smartphones only, as their form of computing device. A "user session" is described as where a given user connects to the San Mateo County (SMC) Public Wi-Fi system and performs a given activity such as searching for information, engaging in a mobile application, engaging in an application activity, etc. Much of the Public Wi-Fi site deployments have been in areas where there are measurable numbers of families or households that are in the lower economic classifications based off census studies. An increase in the number of sessions demonstrates growth in usage as well as adoption of these technologies.  At mid-year, this measure is at 1,214,944 sessions, exceeding the target of one million sessions in any given month by June 2018.

Future Priorities
  • Mature Project Management Office (PMO) processes in order to provide consistent and quality project management services and deliver value for customers
  • Create Out of Area Business Continuity/Disaster Recovery (DR) Plans
  • Update the five-year Countywide Technology Strategic Plan
  • Create a two-year ISD Operations and Projects plan
  • Review and update Countywide information technology policies as needed

Authors: Cindy Chen and Stormy Maddux  Contact Email:,  Last Updated: 01-29-2018