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

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

3. 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

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

5. 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

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

7. 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

8. 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

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

10. 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

11. 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

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

13. 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

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

15. 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

16. Relocate our secondary data center
Information Technology Department

17. Relocate our secondary data center
Information Technology Department

18. Improved Two-Factor Authentication
Information Technology Department

19. Replace Service Desk Tracking Application
Information Technology Department

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

21. 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

22. 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

23. 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 Voic Replacement – Mid 2018
Windows 10 Migration
Information Technology Department

24. 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