Performance Measurement Review October, 2017 Information Technology Performance Measurement Review October, 2017

Presentation Overview Alignment with Board Priorities Key Performance Metrics Significant Budget Issues Significant Accomplishments Key Collaborations A Look Ahead Information Technology Department

Priority Alignment Efficient Use of Resources Kent County will provide services through the most efficient means.  Citizen Participation Kent County will provide opportunities for citizens to be aware of and involved in County government.  Proactive and Innovative Government Kent County will seek-out innovative solutions and address issues systemically.  The mission of the Information Technology Department is to provide quality, responsive and cost-effective technology solutions that enable County Departments, agencies, and local government units to be successful in achieving their respective missions, striving always to exceed expectations. Information Technology Department

Provide an attractive, easy-to-use portal that assists citizens and other interested parties Information Technology Department

Provide an attractive, easy-to-use portal that assists citizens and other interested parties Increase traffic to the site by at least 5% annually 2,101,235 2,376,974 2,213,231 2,200,000 Information Technology Department

Provide continuous improvement in response to those experiencing difficulty or requiring additional services Information Technology Department

Provide continuous improvement in response to those experiencing difficulty or requiring additional services Maintain our rating in the annual IT survey for responsiveness at or above 4.20 (out of 5.0) 4.11 4.05 4.17 4.20 Information Technology Department

Provide continuous improvement in response to those experiencing difficulty or requiring additional services Meet or exceed the published SLA of 90% 86.30% 86.83% 90.68% 90.00% Information Technology Department

Provide high quality, cost-effective application development, integration and maintenance services Information Technology Department

Provide high quality, cost-effective application development, integration and maintenance services Maintain our annual IT survey rating for responsiveness at or above 4.20 (out of 5.0) 4.07 4.24 4.02 4.20 Information Technology Department

Provide high quality, cost-effective application development, integration and maintenance services Maintain our annual IT survey rating for quality of service at or above 4.20 (out of 5.0) 4.14 4.23 4.03 4.20 Information Technology Department

Provide a stable, reliable, secure and cost-effective computing infrastructure Information Technology Department

Provide a stable, reliable, secure and cost-effective computing infrastructure Maintain average server availability at or above 99.9% 99.95% 97.00% 99.50% 99.90% Information Technology Department

Provide a stable, reliable, secure and cost-effective computing infrastructure Decrease the number of unplanned service outages 26 32 18 22 Information Technology Department

Significant Challenges Higher than normal workload Difficulty filling open positions Rapidly increasing demands for storage and mobility Rate of technology change outpaces ability of staff to both maintain the current and introduce the new Cybersecurity Information Technology Department

Relocate our secondary data center Information Technology Department

Relocate our secondary data center Information Technology Department

Improved Two-Factor Authentication Information Technology Department

Replace Service Desk Tracking Application Information Technology Department

Cyber Security Kent County participates in a number of collaborations supporting information sharing regarding best practices in Cyber Security Information Technology Department

FMS Project Under the auspices of the MMSA, Kent County, Genesee County, and Grand Rapids are implementing the same finance, HR, and budgeting system Information Technology Department

Connectivity We currently act as the hub for numerous local unit connections to the State of Michigan 1 of 14 entities sharing fiber; entities include GR (both IT and Traffic Signal and Lighting), Kentwood, Wyoming, KISD, Kentwood Public Schools, Grandville, MSP, SoM, MDOT, GRCC, Spectrum Health, DeVos Place, GVSU, VanAndel Institute. Information Technology Department

A Look Ahead FMS Implementation FIN – July, 2016 HR / Payroll – YE 2017 Airport Transition – IT support – YE 2017 Jail Management System – YE 2017 Central Fax System – Begin Q4 2017 Telephone Voicemail Replacement – Mid 2018 Windows 10 Migration Information Technology Department

A Look Ahead Further down the road . . . Upcoming IT strategy will identify zero footprint for data centers as a long-range goal Information Technology Department