Page 307 - NRH FY20 Approved Budget

DEPARTMENT / DIVISION FUND
INFORMATION TECHNOLOGY – MICROCOMPUTER INFORMATION TECHNOLOGY
PROGRAM NAME
MICROCOMPUTER SYSTEMS
DESCRIPTION / MISSION
The Microcomputer Systems program strives to provide efficient and effective desktop technologies and related services by
working in partnership with City departments, management and council. This program exists to provide a secure, reliable
technological environment and quality service to assist customers in performing their job responsibilities.

GOALS
• To provide installation, administration and general support of technology. (Financial Stability)
• To provide procurement of hardware and software consistent with City policy and State laws. (Financial Stability)
• To provide training to extend the customers’ knowledge of their systems in order to meet their particular needs. (Positive City
Image)
• To provide timely implementation of systems and applications. (Financial Stability)
• To provide financially responsible management of the division budget. (Financial Stability)
• To apply sound security principles and practices to appropriately secure data and systems. (Safety and Security)

OBJECTIVES
• Implement innovative training programs to further the customers’ knowledge of provided software applications and assist them in
more efficient and effective ways.
• Implement online training programs to assist customers to train at their convenience.
• Utilize remote desktop assistance to solve customer problems.
• Utilize new tools and programs to deliver software installations and updates, monitor systems allowing proactive measures to
reduce downtime.
• Deliver superior customer service and implementation of technology in a timely manner.
• Implement and manage a detailed inventory for all systems.
• Provide reports to management.
• Manage the division expenditures to meet budgeted goals.

2017-18 2018-19 2019-20
PERFORMANCE MEASURES ACTUAL REVISED ESTIMATED
Goal: Safety and Security
% Of viruses detected and deleted 99.99% 99.99% 99.99%
% Of desktops kept current with virus and security patches 99.99% 99.99% 99.99%
Goals: Financial Stability
% Of hardware reported in inventory 100.00% 100.00% 100.00%
% Of software reported in inventory 75.00% 75.00% 75.00%
% Of expenditures budgeted 95.00% 95.00% 95.00%
Goal: Efficient and Effective Delivery of City Services
# Of assigned personnel 3 3 3
# Of help desk call assigned 2,515 2,200 2,200
# Of desktops supported 847 857 866
# Of printers supported 200 200 200
# Of pc's added or replaced 220 105 110
# Of printers added or replaced 8 12 10
# Of technical training classes attended 10 9 8
# Of help desk calls resolved 2,300 2,200 2,200
# Of help desk call resolved remotely 1,725 1,650 1,650
# Of training classes held for customers 28 15 20
% Of calls resolved within 0-2 days 59.00% 61.00% 60.00%
% Of calls resolved within 3-5 days 11.00% 9.00% 10.00%
% Of calls resolved within 6-10 days 12.00% 11.00% 12.00%
% Of calls with resolution over 10 days 18.00% 19.00% 18.00%
% Of calls resolved remotely 75.00% 75.00% 75.00%
% Of software packages delivered remotely 75.00% 75.00% 75.00%

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