Page 284 - City of Fort Worth Budget Book

Internal Service Funds Information Technology Services

SUMMARY OF SERVICES AND PERFORMANCE MEASURES

FY23 FY24 FY25
Key Measures Actual Estimated Target Desired Level

1.1 Analysis and Planning
The Information Technology Solutions Project Management Office partners with City of Fort Worth departments to
understand business needs and facilitate delivery of value-added solutions to support enterprise goals and objectives:
business analysis, project oversight, and liaison services.
Each active project has a weekly status
report 70% 78% 95% 100%
Projects are completed on or before the
Original Planned Completion Date 98% 94% 70% 100%
Capital Projects that are approved by
October 1 are initiated by April 1 of the 87% 77% 85% 100%
following year
Secure Socket Layer (SSL) Certificates are 96% 53% 100% 100%
renewed at least 30 days prior to expiration.
Each project that is completed has two or 88% 80% 80% 100%
fewer Project Change Request

1.2 Applications and Databases
Provide application and database design, web and client server applications, Geographic Information System (GIS)
design, development, and support, Computer Aided Dispatch (CAD) support, and Enterprise Resource Planning (ERP).
Also provides support for the maintenance of the underlying server infrastructure to support the CFW departments.
HEAT Tickets met Service Level Objectives 92% 100% 99% 100%
Incident Tickets severity 0 and 1
HEAT Tickets met Service Level Objectives 95% 96% 99% 100%
Incident Tickets severity 4
HEAT Tickets met Service Level Objectives - 99% 100% 99% 100%
Severity 2 and 3
HEAT Tickets met Service Level Objectives 70% 66.95% 95% 100%
request

1.3 ITS Finance
ITS Finance and Contract Administration supports all IT related procurements citywide including establishing cost
effective contracts for goods and services to benefit CFW. The team prepares accounts payable and accounts receivable
as well as wireless invoicing interfaces. Departmental HR administration, budgeting, capital planning / administration,
and financial management are also functions of this division.
Ensure contracts are in compliance with 75% 80% 75% 100%
renewal’s expiration
Ensure that invoices are in compliance with 75% 88% 70% 100%
State law by being paid within 30 days
Proposed new measure: Reduce the
frequency of After The Fact purchase
orders. (Will determine the frequency rate 95% 97% 98% 100%
and target rate).
2.1 Infrastructure Support & Disaster
Recovery
Provisions, maintains, and supports technology infrastructure including telephones, network services, storage, email,
and servers.
Core Internet Availability 100% 99.41% 100% 100%

Public Safety Internet Availability 100% 100% 99% 100%

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