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DEPARTMENT / DIVISION FUND
INFORMATION TECHNOLOGY – TELECOMMUNICATIONS INFORMATION TECHNOLOGY
PROGRAM NAME
TELECOMMUNICATIONS
DESCRIPTION / MISSION
The Communications program strives to provide efficient and effective land and mobile based services for the City of North
Richland Hills by performing administration and management of all communication systems, infrastructure, voice mail, mobile
services, vendors and billing.

GOALS
• To utilize call accounting reporting software to keep management informed of communication issues. (Financial Stability)
• To implement communication systems as required. (Positive City Image)
• To coordinate with Tarrant County 911 services to maintain the E911 database for the City of North Richland Hills. (Safety and
Security)
• To provide efficient and cost effective solutions for communication services. (Financial Stability)
• To minimize downtime due to communications failure. (Positive City Image)
• To provide efficient automated call routing for City departments. (Financial Stability/Safety and Security/Positive City Image)
• To ensure end users are properly trained in the use of all communication systems. (Positive City Image)

OBJECTIVES
• Provide communication usage reports to city management and departments.
• Maintain 100% accuracy of E911 database to reflect called number and location.
• Manage vendor contract(s) to ensure the most cost effective solution.
• Audit all communication invoices for accuracy.
• Conduct regularly scheduled maintenance on all communications systems.
• Evaluate technology to provide efficient wireless solutions.
• Maintain adequate communication inventories to ensure timely replacement.
• Provide individual and group training for each department on communication systems provided by the city.

2016-17 2017-18 2018-19
PERFORMANCE MEASURES ACTUAL REVISED ESTIMATED
Goal: Financial Stability
# Of invoices audited and processed 210 222 215
# Of invoices audited and processed per FTE 210 222 215
Goal: Positive City Image
# Of desk phones 581 620 630
# Of communications lines maintained 90 62 65
Goal: Efficient and Effective Delivery of City Services
# Of employees (FTEs) 1.00 1.00 1.00
# Of communication systems 2 2 2
# Of wireless data cards 145 134 150
# Of wireless phones 99 97 105
# Of work order requests 650 479 650
# Of work order requests resolved 650 479 650
# Of communication reports created 57 57 48
% Of work order requests resolved 100.00% 100.00% 100.00%
% Of successful calls processed 99.00% 99.00% 99.00%
% Of system availability 99.00% 99.00% 99.00%

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