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DEPARTMENT / DIVISION FUND
INFORMATION TECHNOLOGY – ADMINISTRATION INFORMATION TECHNOLOGY
PROGRAM NAME
GENERAL SERVICES
DESCRIPTION / MISSION
The Administration program strives to provide strategic planning, technical direction and leadership for all technology related items
throughout the City of North Richland Hills. And, to develop and administer management policies that support the efficient and
effective utilization of the City’s technology resources.

GOALS
• To provide technology and data analysis that supports the accomplishment of the goals and objectives set forth by the City
Council, City Management and City Departments. (Efficient and Effective Delivery of City Services / Financial Stability)
• To provide quality customer service to City Council, City Management and City Departments. (Efficient and Effective Delivery of
City Services)
• To improve productivity by increasing technical skills of Information Services staff. (Financial Stability)
• To improve the image of the Information Services Department. (Positive City Image)
• To provide superior maintenance and support of all technology systems. (Financial Stability)
• To improve management of projects and timelines by Information Services staff. (Financial Stability)

OBJECTIVES
• To practice timely and accurate technology scoping and purchasing.
• To focus Information Services staff on projects directly supporting the goals and objectives of City Council.
• To provide a Customer Service program supporting the City’s RSPIRIT program.
• To cross-train Information Services staff to support multiple systems.
• To develop departmental policies and management techniques improving system support and project management.
• To develop Information Services management team by providing direction and training.
2016-17 2017-18 2018-19
PERFORMANCE MEASURES ACTUAL REVISED ESTIMATED
Goal: Financial Stability
# Of invoices processed 772 750 700
% Of staff evaluations completed on schedule 95.00% 95.00% 95.00%
Goal: Positive City Image
# Of major systems implementations 30 35 40
% Of staff evaluations at meets or exceeds expectations 95.00% 95.00% 95.00%
Goal: Efficient and Effective Delivery of City Services
# Of calls placed to I.S. Help desk 4,663 3,678 4,500
# Of I.S. positions 12 12 12
# Of PC workstations 835 848 898
# Of staff development meetings 5 0 12
# Of calls per I.S. employee 491 500 550
# Of desktops per I.S. employee 70 71 75
Resolution rate of assigned help desk calls by I.S. specialist 100.00% 100.00% 100.00%

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