Document Ogden_doc_6c3a941b88

1 Information Technology Services Catalog Revised August 2013 ---PAGE BREAK--- 2 Information Technology Division Services Catalog Table of Contents Software Support – Vendor Provided Software Page 3 Software Support – Internally Developed Software Page 3 Networking Page 4 Customer Account Coordination – Project Management Page 6 Channel 17 (Imagination Company) and Video Page 6 Telecommunications Page 7 Audio/Video Conferencing Page 8 Legal and Forensics Page 8 Web Hosting and Design Page 8 Geographical Information Systems (GIS) Page 9 Procurement Page 9 Technical Policy Administration Page 10 Training Page 10 Hours of Support and How to Contact I.T. Page 11 Service Response Times Page 11 Billing Model Based on Fund Type Page 11 ---PAGE BREAK--- 3 Software Support - Vendor Provided Software Installation of client/server, web and mobile applications Maintenance  Troubleshooting applications  Installing patches and updates  System administration Interface between vendor software and City applications Custom report creations using and vendor reporting tools Application and Database Hosting Training  Onsite vendor training when approved  Internal training Software Support – Internally Developed Software Note: The City currently does not employ software developers. Software development services listed below would be contracted to third party providers. Network/Desktop Applications  Develop/Deploy applications for the user designed to meet the specific needs and demands of the user.  Write reports to provide needed information for the user.  Develop security controls to provide appropriate levels of access.  Develop console programs to process data. Web Applications  Develop and deploy web based applications that can be used to meet the needs of the city’s internal users, and the public.  Review web applications to ensure that they are secure.  Develop and deploy web services to handle secure transmission of data between application databases and web applications.  Social media solutions and support Mobile Applications  Develop and deploy mobile applications designed to run specific tasks on most commonly used mobile platforms.  These platforms will be developed for both internal and external users. Interactive Voice Recognition Applications (IVR)  Develop and deploy applications that leverage voice recognition to assist citizens with performing specific tasks over the phone. ---PAGE BREAK--- 4 GIS – Geographical Information Systems  Support and develop systems that use a GIS component (ARC-GIS). System Integration  Develop processes that allow for integrating disparate systems. Database Administration  Develop, design, and deploy database structures that are efficient, secure, and support the goals of the end users.  Provide backup, restoration and replication of structure in database  Whenever possible, setup both development and production versions of the databases for upgrade and testing purposes.  Application and Database hosting  Data mining and view creation  report creation  Cartegraph report creation Server Support  Setup and maintain specialized servers to support application development (GIS, IVR, Reporting Services, SQL, etc.). Maintenance  All internally developed software applications are maintained by IT using outside contracting services. Constant upgrading and modifications of these systems are necessary to keep up with the demands of City employees and the citizens of Ogden City. These tasks include: o Backing up of data o Upgrading and/or enhancing applications o Tracking licensing and usage o Fixing bugs in the code o Database administration Networking Help Desk Services User ID Services  Account Creation  Access Rights and Privileges  Network Data Storage  Account Management  Account Disable Network Passwords  Create, Change Messaging and Collaboration Hardware (Installation, Configuration, Troubleshooting)  Personal Computers  Laptops/Notebooks ---PAGE BREAK--- 5  IPads/Notepads  Printers/Scanners/Copiers  Smartphones and PDA’s  Data Storage  DVD/CD Creation Lifecycle Management  Asset and Configuration Management  Procurement/Purchasing  Software License Management Software Support  Assist Users with Issues Related to All City Used and Owned Applications  Software Installation, Configuration and Setup Level 1 Support  Technical Support Utilizing Phone Support and Remote Control Software Level 2 Support  Technical Support Through an On-Site Technician Moves/Adds/Changes  Coordinate any moves/adds/changes of equipment on customer premise Infrastructure Switches and Routers  Setup, Configuration and Deployment  Troubleshooting and Repair  Future planning  Telecommuter Setup and Support (VPN) IP Telephony and Voicemail  Phone Service Utilizing (VOIP) “Voice Over IP” Technology o Maintenance and Upgrades of the System o Installation of New Phones o Coordination of Licensing o Troubleshooting and Repair o Future Planning and Administration o Cell phone procurement, servicing, and billing o Call routing  Voicemail Utilizing Avaya Technology o Configuration and Setup of New Users o Troubleshooting of VM Related Problems o Manage Calling Trees and Assist with Recordings o Coordination of Licensing o Maintenance and Upgrades of the System  Internet o Bandwidth, Video Streaming, Web Conferencing  Wireless Networking o Setup, Configuration and Deployment o Future Planning o Troubleshooting and Repair Security  Email/Spam Filtering ---PAGE BREAK--- 6  Firewall Maintenance and Configuration  Penetration Testing/Security Audits  Web Filtering and Reporting o Reports Available Upon Request by Department Heads  Virus and Malware Scanning  Virtual Private Networking (VPN)  Intrusion Prevention Services  Alarm Systems and Video Surveillance  File Sharing  Disaster Recovery and colocation  File/Data backup and retention Local Area Network Administration  Setup and Installation of New Servers  Server Virtualization  Administration of Microsoft Network Operating System  Manage the Backup and Restoration of All Critical City Data  Level 3 Support - Troubleshooting Problems with the Internal Network and/or Servers  Future Planning Concerning Network Configuration  Network performance  File and data cleanup Customer Account Coordination (Project Management) Work directly with the City’s internal departments/divisions to provide:  Coordination of technical services  Technical implementation of departmental vision  Feedback and direction for future planning  Information and advice on new technologies  Business solution design  Liaison between the customer and IMS  Project initiation, scoping, management and implementation Channel 17 (Imagination Company) and Video Services Video Production (performed by the Imagination Company)  Messaging and communication planning  Video, Messaging, and Communication consultation  Pre/post-production planning  Script writing  Filming  Editing ---PAGE BREAK--- 7  Full Service Post Production and Graphics o Voice Over Recording o Motion Graphics o Video Encoding  Duplication and dissemination  Informational videos, announcements, press conferences, public service  announcements, training videos, outreach messaging  Live Television Broadcast of Council Meetings and other Board Meetings  Other assigned video projects as requested by City Departments Telecommunications IP Telephony and Digital Phone Sets  Installation/Moves/Changes  Repair  Configuration  Troubleshooting High Speed Communications  Point to Point o Generally speeds ranging from 10 to 300Mbps o Typically for Medium sized deployments of 20 to 40 people at remote locations Private Branch Exchange (PBX)  Installation/Configuration  Administration  Troubleshooting and Repair  Call Recording and Playback Cabling Services  Limited Cabling and Data Jack Services o Most Large Installations are Contracted Out to 3rd Party Vendors Fax Services  Individual Fax Machines o Assist with Setup and Configuration o Connections to Fax Lines o Facilitate troubleshooting and maintenance of Hardware via third party vendor  Centralized Fax Services Over the Network  Server Setup and Maintenance  Licensing  Facilitate troubleshooting and repair via third party vendor  Training ---PAGE BREAK--- 8 Audio/Video Conferencing  Audio/Video Conferencing o LifeSize o Gotomeeting Legal and Forensics Evidence Collection  Collection of forensically defensible data from sources such as computer disk drives, thumb drives, telephone and PDA’s/Smartphones under the direction of OPD. Analysis and reporting of evidence in cases involving all types of electronic media  Using a variety of tools, digital data can be searched for various kinds of hidden data as well as analyzed for contraband content. Once the responsive data is found, it can isolate and made ready for presentation to management or court under the direction of OPD. Electronic Discovery Data Collection  The Digital Forensics office is key to all elements of the eDiscovery process including Litigation Hold Notification, Collection of Data and Analysis GRAMA Electronic Data Collection  The Digital Forensics office has been instrumental in collecting and analyzing GRAMA cases containing over 5 million records Training and programmed intervention in cases of inappropriate computer usage  Work in coordination with the City Attorney’s office and Human Resources to provide consultations with department leaders and their staff on appropriate internet usage Web Hosting and Design (in cooperation with Communications/Marketing group) Maintain, Edit and Update all customer facing and internal websites in the City  HTML  Create graphics and style sheets for mobile and web apps  Web security, IIS logs and web statistics  Maintain the publishing servers for web site changes  Maintain site to site replication software for development to production web page administration  Weekly and maintenance on all internal web servers and sites Provide web training to all City Departmental Webmasters ---PAGE BREAK--- 9 Design and implement application interfaces Take photographs and maintain a City photo gallery Geographical Information Systems (GIS) Configuration of mapping interface with other applications New map creation Update of existing maps GIS Automation  Write scripts to automate workflows  Map Automation – production quality maps generated from business rules  PDF Map Automation – digital maps from business rules  Geocoding – map point or line features based upon addresses GIS Analysis  Multi-criteria sustainability analysis – find areas that have distinct characteristics based upon multiple weighted inputs  Travel Time Analysis – population related analysis  Demographic Studies – regional population characteristics  Density or Heat Mapping – show concentrations of events such as accidents, crimes, etc  Change Analysis – given two datasets that are snapshots in time, and find the differences  Spatial Data Aggregation – summarize occurrences of a phenomena by region  3D Line of Site Analysis – Visual analysis based on modeling  Spatio-Temporal Animation – watch data (such as sales tax) fluctuate across the City over time Cartography – production quality maps GPS (Global Positioning System) – Advise on accuracy of locating assets Procurement  Hardware, software, and services pricing research  Hardware, software, and services acquisition  Bids, RFI’s, RFP’s  PC Loan management ---PAGE BREAK--- 10 Technical Policy Administration Internet Usage - Employee Handbook section 7-11 Email - Employee Handbook section 7-11 Anti Virus - Employee Handbook section 7-11 File Access and Control - Employee Handbook section 7-11 Project Development – City Policy 1400 Hardware and Software Purchasing – City Policy 1410 Wireless Devices Acquisition and Usage (Cell Phones) – City Policy 1420 Personal Computing Software –City Policy 1430 Website – City Policy 1440 Computer and Telecommunications Hardware and Physical Security – City Policy 1450 Hardware/Software Support and Hardware Tiering – City Policy 1460 Electronic Data Access, Maintenance, Security, and Backup – City Policy 1470 Training Core software training  IT offers “on request” training classes in all of the basic Microsoft Office applications such as; Excel, Word, PowerPoint, Outlook Application Specific Training  Customized training regiments for internal/external applications  These training classes can be customized to be held “onsite” at IT, or in the field where necessary. ---PAGE BREAK--- 11 Hours of Support and How to Contact IT IT regular hours of support are between 7:30 am and 5:30 pm (Monday – Friday) The primary number to contact IT in the event of an issue is ([PHONE REDACTED])  This number is forwarded to a call service after hours.  IT provides an “after hours” support technician for both Network and Telecommunications services. You can also contact the IT Help Desk by sending an Email to: [EMAIL REDACTED] Service Response Times I.T. considers all requests for service as urgent until agreed upon otherwise with the customer. During normal work hours it is required that I.T. staff responds to each request for service that comes via the Customer Support Desk within thirty minutes. Most often the response time is immediate or much sooner than thirty minutes. This response is an acknowledgement of receipt of the request not necessarily the fix to a request. I.T. staff will coordinate an estimated completion time and date with each customer request. After normal work hours I.T. staff is on-call and are required to respond to a request for service from our after-hours telephone line within fifteen minutes. Billing Model Based on Fund Type General Fund Departments: The majority of IT funding comes from a Departmental allocation. This funding covers the following: Infrastructure  This includes all existing servers, network, cabling, and equipment related to the City’s data centers. Desktop computing equipment  This includes PCs (either Windows or Mac), notebooks, mobile devices, printers, telephones, and any related equipment. The hardware provided is based on the employee’s job responsibilities. Department Directors have the discretion to recommend alternative equipment based on their knowledge of the needs of the individual. Appendix A is a listing of recommended computing hardware based on the type of job performed. Software ---PAGE BREAK--- 12  Core software is software used and installed on all City computers regardless of the function of the computer or the job duties of the individual using the computer. Core software includes: o Microsoft Office Standard Edition o Internet Explorer o Abode Acrobat Standard o Ogden City Developed Apps Help Desk Support  The primary contact for most I.T. services is the I.T. Customer Support Desk. There is no additional charge to any employee or department for calling the help desk although there may be charges associated with the purchase of goods or materials. Software Support  Support for software functionality is provided by customers (users) in departments who use the software regularly and thus are very knowledgeable regarding it, and by software vendors whom users may contact for support. o If a customer has difficulty in getting support either from the using department or from the vendor, they should contact the I.T. Customer Support Desk for assistance.  Support for software technical issues is provided thru the I.T. Customer Support Desk.  There is no charge to any employee or department for software service support provided by I.T. although there may be charges for additional software licenses or consulting services provided by third party providers. Software Development  The City’s philosophy regarding software development is to purchase software where something is commercially available that will meet the requirements of the department. Where no such package exists or where the existing options do not adequately address the need, I.T. may contract with third party developers to develop internal software. The Customer Account Coordinator team assists the customer with coordinating the design, development, implementation, and maintenance of the solution. Development and maintenance costs are tracked to show the true cost of the effort. Costs associated with the purchase or third party development of application software are covered by the requesting department. Audio/Video Services  I.T. has the ability to produce audio and video content through Channel 17, the City’s government access channel. There may be a charge associated with productions that are specific to the functions of a single department or division. Legal and Forensics  I.T. maintains the ability to provide forensic investigations associated with employee use of City computer. Also provided are the services associated with litigation digital discovery. There is no charge for these services. There may be a charge where outside consulting may be needed or where additional hardware or software is required. Geographic Information Systems  I.T. maintains the skill set needed to produce hi-quality maps and perform analysis on spatial information and other data contained in the City’s GIS. There is no charge for ---PAGE BREAK--- 13 these services. There may be a charge associated if outside consulting or additional hardware/software is required. Training  I.T. can provide basic training classes on core software packages. There is no charge to any employee or department for training classes offered by IT. There may be charges associated with the purchase of training materials or when an outside trainer is engaged for a specific topic. Cell Phones  Cell phones are managed by City policy. Departments are charged for exact charges incurred. Departments approve cell phone hardware and plan costs. There is no additional charge for I.T. to perform cell phone maintenance. However there may be a charge associated if outside maintenance or where additional hardware is required. The following items are NOT covered under the departmental allocation. Mobile Devices.  Mobile devices here include iPads and other tablets. These are the responsibility of the department where the use of such a device is not generally considered necessary for the employee to perform their job. (See Appendix I.T. may make individual recommendations in this regard based on the specific needs of the employee. Other Devices.  Devices used by employees that are not generally deployed with a PC or notebook are the responsibility of the department. Examples would include but are not limited to the following: o Custom keyboard or mouse o Scanners o Cameras o Audio Recorders o Telephone headsets o Telephone shoulder rests Software.  Software outside of the City’s core software offerings are NOT covered by the non- departmental allocation and are the responsibility of the department. An example of such would be Adobe Photoshop, Microsoft Project, or Microsoft Visio. New Systems and Technologies.  It is the responsibility of the department to provide funding to cover the costs of acquisition of a system or technology not already in production use in the City. When the situation arises that a department, division, or the City as a whole determines the need to implement a new system or technology, the costs associated with the hardware, software, third party consulting/implementation charges, or training associated with the system are NOT covered by the non-departmental allocation. As the system is implemented, I.T. will request additional budget in future fiscal years to cover the ongoing maintenance and support costs.