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Information Technology Technical Standards and Operational Protocol Revised July 2015 ---PAGE BREAK--- 2 Table of Contents City Technology Mission Statement Page 3 City Technical Infrastructure Standards – Summary Page 4 City Technology Operational Protocol Page 4 City Technology Governance Model Page 5 Services Provided by I.T. - Summary Page 7 Green I.T. Page 7 Hardware - Desktop and Network Page 7 Hardware - Mobile Devices Page 8 Hardware - Data Network Page 8 Hardware - Voice Network Page 8 Software - Operating Systems Page 9 Software - Core Software Page 9 Software - Non-Core Page 9 Software - Unsupported Page 10 Software - Open Source Page 10 Security Standards Page 10 Software Development Page 10 Outsourcing Page 10 Procurement Page 10 Enterprise Software Page 10 Project Management Page 11 Software Support Page 11 Technical Support Page 11 Mobile Strategy Page 12 IT Project Scoring Form Page 14 ---PAGE BREAK--- 3 City Technology Mission Statement Provide a vibrant infrastructure, secure data and networks, robust information sharing and analysis tools, and software applications that are reliable, long term, and financially viable and secure to support City goals and strategic directions by Establishing a reliable and scalable technology infrastructure Prudently integrating “Cloud” hardware and software solutions Evaluating software solutions on a Buy then Build basis Providing user-friendly data sharing and analysis tools Implementing consumer (user) selected and managed solutions Promoting mobile computing and geographical solutions Researching leading edge technologies Prioritizing projects ---PAGE BREAK--- 4 City Technology Standards and Operational Protocol City Technology Infrastructure Standards - Summary Operating System Microsoft OS Servers HP Routers/Switches Alcatel-Lucent Database Management System SQL Virtual Server Management System VMWare Desktop/Laptops HP, Apple Mobile Devices Tablet (HP, Android, Apple), Cell phones Reporting/Data Analysis/Data Sharing To Be Determined Geographical Data Management System ESRI Enterprise Resource Planning Software (ERP) Eden Asset Management Software Cartegraph Public Safety Software Versaterm Utility Software Tyler Incode I.T. Internal Development Tool .Net/Other as approved Internet Browsers IE, Firefox, Safari, Chrome Project Management I.T. under Department direction Software Acquisition Buy verses Build Software Functional Support Users and Vendors Software Technical Support IT and Vendors Data/Network Security Standards As per City policies City Technology Operational Protocol Ogden City operates using a hybrid I.T. Operating Protocol, as follows Centralized I.T. division manages, City Technology infrastructure Technology equipment, software, and services Technology maintenance contracts City technology policies and standards Departmental technology projects Decentralized I.T. Governance manages City technology oversight by I.T. Steering Committee Selection and ownership of technology projects by departments Selection of application software and technology services by departments within established standards Departmental selection of technology equipment within established standards Departmental determination of user application security Projects review and recommendation by approved user liaison committees ---PAGE BREAK--- 5 City Technology Governance Model User Liaison Committees The following user committees are established to provide technology advisory and liaison support. Each committee is led by a chair person and includes, as a minimum, a member from each City department. Directors select committee members and the ITSC selects committee chairs. Committees report to the ITSC. Committee membership is rotated on a regular basis. G.I.S. Committee Meets Reviews/recommends G.I.S. technology, planning, direction, standards, and projects Promotes use of G.I.S. technology in departments Assists project teams and committees with G.I.S. solutions and implementations Web Committee Meets Reviews/recommends web site and social media technology, planning, standards, and projects Promotes use of web sites and social media technology in departments Acts as liaison between departments and web site editors Assists project teams and committees with web site and social media solutions and implementations I.T. Steering Committee (ITSC) Meets Guides and approves City technology planning and direction Approves City technology financial initiatives and budgets Approves City technology projects, priorities, and initiatives Approves and enforces City technology governance ---PAGE BREAK--- 6 Project Governance and Implementation City technology projects are formally proposed, submitted, approved, and prioritized annually according to the following schedule. (Also, see City Policy 1400) o Throughout the year departments work with their assigned I.T. CAC (Customer Account Coordinator) to initiate project requests for future fiscal years o By October 15th departments, through their assigned CAC, submit project requests for the next fiscal year to I.T. for technical review and scoring o By November 15th I.T. submits scored/prioritized project requests for the next fiscal year to the I.T. Steering Committee (ITSC) for approval. o By December 31st the ITSC approves scored projects for the next fiscal year. The ITSC may adjust project priorities. o Projects for the next fiscal year are scoped in priority order and are scheduled based on priority and available I.T. resources. o In June of each year, current fiscal year projects that are not in OPEN status are rescored and inserted into the next fiscal year project list by their new priority o Project sponsors may engage the ITSC regarding project proposals, their priority, scheduling, or other project concerns. Project Development Guidelines o Project planning, as with CIP projects, is performed annually by departments for the next fiscal year. o Intra-Year Project Submissions - To maintain flexibility and to take advantage of unique business opportunities, these projects, their priority, and scheduling will be considered by I.T. and the ITSC and flow through approved project governance. These projects should be the exception rather than the rule and should be minimal in number. o Small projects shall be scored by I.T. and approved by Comptrollers and the I.T. Manager. o Current fiscal year projects not completed by fiscal year end will be re-scored by I.T. and inserted, in priority order, into the next fiscal year’s project list. o Project scoring is performed using the approved scoring form. A project’s score becomes its priority. o Projects are worked on in priority order. However, this order may be altered based on department readiness and IT resource availability. o No project shall bump another project unless approved by the ITSC. o I.T. shall follow established internal policies regarding project development. o Project Type is defined as follows: Project - $5,000 or more in proposed technology costs and/or 30 hours or more of estimated I.T. Division staff time, scored by I.T, and approved by the I.T. Steering Committee. Small Project - Between $500 and $4,999 in proposed technology costs and/or between 4 and 30 hours of estimated I.T. Division staff time, and scored by I.T. and approved by Comptrollers and the I.T. Manager. Task - Between $0 and $499 in proposed technology costs and less than 4 hours of estimated I.T. Division staff time, and are approved by I.T. Management. Submit Request Score Project Approve Project Scope Project Develop Project MAY JUN FY FY ANNUAL PROJECT SUBMISSION CALENDAR NOV DEC JAN FEB MAR APR FEB MAR APR MAY JUN JUL AUG SEP OCT JUL AUG SEP OCT NOV DEC JAN ---PAGE BREAK--- 7 Services provided by IT - Summary Ogden City's Information Technology Division is responsible for the acquisition, maintenance, repair and disposal of the City’s computer and telephone network equipment and services necessary to support all City Departments. IT provides the following services. Details of these offered services are found in the Information Technology Division Services Listing. Software Support – Vendor Provided Software Software Support – Internally Developed Software Networking Customer Account Coordination – Project Management Channel 17 (Imagination Company) and Video Telecommunications Audio/Video Conferencing Legal and Forensics Web Hosting and Design Geographical Information Systems (GIS) Procurement Technical Policy Administration Training Hours of Support and How to Contact I.T. Service Response Times Green IT IT is committed to ensuring the technology, equipment, and vendors used in conducting City business are environmentally friendly. All servers, personal computers, and notebooks purchased and deployed by the City shall comply with the current standards in effect at the time of purchase and must have an EPEAT rating of Gold or Silver where applicable. Hardware - Desktop and Notebook Servers – HP hardware. Network - Alcatel-Lucent switches and routers. Desktops and Notebook Computers - HP Business Series and Apple Mac desktop and laptop hardware. Selected notebook configurations from other vendors are supported. Desktop Virtualization - VMWare. Mac (Apple) Computers - Macs and the OSX operating system are not the City’s standard computing platform. However, Mac computers in all their configurations are supported. File Servers – HP hardware running Windows Server. Print Servers - HP hardware running Windows Print Services. Application Servers – HP Hardware and Virtual Servers (VMWare) o High availability in the virtual environment is accomplished through clustering of servers and vMotion. Some virtualization for web servers is done using Microsoft Hyper-V. Currently, 80% of City servers are virtual. ---PAGE BREAK--- 8 Hardware - Mobile Devices Smart Phones - Verizon, Sprint, TMobile, and AT&T. Support includes but is not limited to email, contacts. Tablets - Support includes but is not limited to email, contacts, calendar, VPN access to city resources, and application support. Hardware - Data Network “Spoke and hub” topology with a fiber backbone connecting core switches at the Municipal Building, Public Safety Building, and Public Services Building. Core switches are linked by 10 Gigabit connections that can be trunked for additional bandwidth in 1 Gig increments. Other locations are connected via Comcast Metro Optical Ethernet (MOE). All PC’s, printers, and other network devices are connected to the City’s network thru network switches that have connection speeds from 10 Megabits to 1 Gigabit, depending on the device being connected and the needed bandwidth. The workgroup switches are connected to the backbone by 10 Gig fiber uplinks in locations close to the core switch and 10 megabit connections to other remote locations. Data Network Infrastructure – Alcatel-Lucent switches and routers Cabling and Wiring - Cables, patch panels, and connectors that conform to Category 6/6a standards. Future cabling will conform to Category 6a standards. Voice network cables conform to Category 3 standards. Patch panels and connectors conform to Category 6/6a. Future phone cabling will conform to Category 6/6a standards. Hardware - Voice Network Private Branch Exchange (PBX) – Avaya hardware. Desktop Telephone Sets – Avaya hardware. Voice Mail - Avaya Call Tracking and Reporting - The City does not currently record phone call content or history. Automatic Call Distribution - Avaya’s ACD Personal Information Management o Personal Information (PIM) devices such as iPhones, iPads, and other mobile devices allow users access to Microsoft Outlook information such as email, appointments, contacts, and task lists on their mobile devices. ActiveSync for Windows Mobile, Droid, and Apple devices. Interactive Voice Response/Interactive Voice Recognition - Tele-Works Voice over Internet Protocol (VoIP) – Avaya ---PAGE BREAK--- 9 Software - Operating Systems Infrastructure – Microsoft, Windows Server. Desktop/Laptop - Microsoft Windows. Older versions of Windows may be supported on a time and materials basis. Apple (Mac) - OSX. Database Management - SQL Linux - Not supported or recommended. Software - Core (Systems Software) The following software is deployed to every computer system in the City and is fully supported by IT. Anti-Virus - Sophos Anti-Virus Application Presentation - Citrix Desktop - Microsoft Office (Word, Outlook, Excel, PowerPoint) Internet - Internet Explorer, Firefox, Safari, Chrome PDF/Graphical - Adobe standard products (Reader, Flash, Shockwave) Data Integration/Sharing – To Be Determined Reporting - File Compression - WinZip Monitoring – LanDesk Where possible, core software is maintained to within one patch version of the most recently published software release. I.T. evaluates the prudency of using the most recently published software versions on a case by case basis. Software - Non-Core (User Applications) The following software is not part of core software but is deployed on an as needed basis and is fully supported by IT. Vendor Packages - Microsoft Access, Microsoft Visio, Microsoft Publisher, Microsoft Project, Adobe Suite, other third party solutions purchased in partnership with IT Internally Developed - Business License, Business License on line, Good Landlord, Parcel Information, File Link Builder, and Unlicensed Rentals ---PAGE BREAK--- 10 Software - Unsupported Software products not listed above are not specifically supported by IT. IT makes every effort to support all user applications. Software - Open Source These packages are generally downloadable at little or no charge but support and maintenance are not usually provided. IT supports the use of open source solutions where practical. Security Standards The City deploys a defense-in-depth approach to maintaining the integrity of our systems by using a combination of firewalls, intrusion detection and prevention, anti-virus and anti-spam systems, and content filtering technology to prevent unauthorized access or infiltration of our networks. City Policy governs access to and the use of City computers. Software Development The City follows a “Buy” verses “Build” philosophy. Custom Software - The City currently does not maintain staff to develop custom software except for GIS applications. Relational Data Base Management Systems - Microsoft SQL Server Internal Development Tool - .Net/other as needed Outsourcing IT routinely employs outside entities to provide the products and services we are unable to provide with existing staff. IT analyzes usage of outside services to determine when it is more cost effective to develop a skill set or discipline internally. Procurement City policy tasks IT with researching, requisitioning, and acquiring technology hardware, software, and services. IT follows City Purchasing policy. Enterprise Software ERP – Eden (Financial, HR, Payroll, AR, AP, Parcel, Business License, Permits) Document Management - Fortis and Versaterm (managed by Weber Dispatch), FDM for Fire Utility – Tyler Incode Asset Management/Inventory – Cartegraph Public Safety (CAD/RMS) – Versaterm (managed by Weber Dispatch) Geographical – ESRI ---PAGE BREAK--- 11 Project Management The City follows a “Buy” verses “Build” philosophy. Departments select and act as high level decision maker for their projects I.T. manages projects under the direction of departments. In consultation with I.T., if a project has minimal I.T. requirements the department may also manage the project. Each department prioritizes their technology projects. The I.T. Committee prioritizes projects on a City-wide basis as needed. Software Support Core (Systems) – I.T. Application Functional Support – Provided by Departments and Vendors Application Technical Support - Provided by I.T. and Vendors Technical Support Help Desk Staffing and Hours of Operation - 7:30 AM to 5:30 PM. After hours 5:30 PM to 7:30 AM 7 days a week, 365 days a year Response Requirements for Service Requests - Customer Support staff are required to contact the affected customer within thirty minutes (fifteen minutes for after-hours requests) of receiving the service request by telephone or in person, discuss the problem, and either begin work on the issue or in the case of lower priorities schedule a time to begin work. ---PAGE BREAK--- 12 Ogden City Mobile Strategy Access to the city’s network via mobile devices is a critical piece of our current infrastructure and it is continuing to expand as more and more opportunities are developed and become available to all citizens and employees. City mobile strategy should unify our direction, identify and reduce risk, protect City computer infrastructure and data, and set a vision for mobile development for the City. Technology Issues Rapid mobile technology innovation, consumer user friendliness, protecting data, securing networks, and the integration of personal and business use all make deployment and support of mobile devices very challenging. Device Support IT supports applications running on all major operating systems for mobile devices, including Android, IOS, and Windows. Support is provided for the current version and at least one version back. In addition applications should operate on the current version of Windows. End-point devices such as parking ticket devices, etc., may need special interface capabilities. Those will be done on a case-by-case basis specific to the needs of the device. Application Deployment The most common application deployment method is through the App Store for Apple products and the Android Market Place for Android phones. Links to mobile applications will be available on the City’s Internet web site. Browser Support IT applications will run on all major browsers (IE, Firefox, Safari, Chrome) and support the current release of that browser and one release prior. Wireless networks (Verizon, Sprint, AT&T, T-Mobile and others) All of the wireless carriers provide both voice and data support. Most smartphones and tablets allow the user to switch between the carrier network and Wi-Fi networks. Often this switching is behind the scenes for Wi-Fi networks they have already configured in their devices. We provide mobile access to email, calendaring, contacts, etc. Wi-Fi access is available in all major city-owned buildings. This Wi-Fi offers a secured LAN connection for authorized devices and an unsecured (dirty) internet connection for all other devices. Security Risk Risk to City networks and data may increase with the use of mobile devices. Access to City data and the downloading of personal applications to mobile devices may increase the possibility of ---PAGE BREAK--- 13 hacking and viruses. Mobile management is accomplished through policy enforcement and by keeping all mobile devices outside the City firewall. Justification of Mobile Use Mobile applications are trendy. Most people desire to use them. Mobile technology also satisfies some of the City Administration goals, including the following; Citizen 311 Services and Reporting Citizen Doing Business with the City Citizen Access of Public Data Data Gathering and Entry Remote Meetings Telecommuting Strategy Measurements Mobile strategy will be reviewed by I.T. and the I.T. Committee every six months and adjusted as the need arises. Reviews of mobile acquisition, application usage and customer response will be used to indicate which hardware and applications are successful and which need to be prohibited, removed, or modified. ---PAGE BREAK--- 14 Schedule How likely are there to be project delays? (Select best one only) Few project unknowns and no probability of delays pts) Few project unknowns and low probability of delays pts) High number of project unknowns and low probability of delays pts) High number of project unknowns and high probability of delays pts) Budget How likely are there to be budget overruns? (Select best one only) Expected to be completed under budget pts) Expected to meet the budget pts) May be over budget, but reserve funds exist pts) Expected to be over budget with no reserve funding pts) Quality How likely will a highly functional solution be delivered? (Select best one only) Well documented requirements and high probability of delivering what is expected pts) Well documented requirements, but low probability of delivering what is expected pts) Poorly documented requirements and low probability of delivering what is expected pts) No clearly defined requirements pts) 0 Strategic Alignment How well does the project align to City and department goals? (Select best one only) Aligned with City and department goals pts) Aligned with multiple department goals pts) Aligned with department goals pts) No clear alignment with a City or department goal pts) Technology How well does the solution integrate into existing technology and infrastructure? (Select best one only) Fully integrates with existing infrastructure pts) Mostly integrates with existing infrastructure pts) Minimal integration with existing infrastructure pts) No integration with existing technology pts) Core Competency How likely will new technical skills be required for support staff? (Select best one only) Uses existing in-house skills and includes vendor support pts) Some new skills required and includes vendor support pts) Some new skills required and does not include vendor support pts) Substantial new skills and extensive training required pts) 0 Required Is this project required? (Select best one only) Required to sustain operations pts) Required to reduce risk pts) Required to reduce cost pt) Not Required (0 pts) Flexibility Is the project timeline flexible? (Select best one only) Required in fewer than 12 months pts) Required in fewer than 18 months pts) Required within 2 years pt) No Required Deadline (0 pts) Need of System Is it an urgent need for the City? (Select best one only) Urgent for City pts) Pressing need of the City (4 pts) Urgent for Department pts) Pressing need for Department pts) 0 Reach/support customer base What users will be impacted? (Select best one only) Internal and external? pts) External only? pts) Internal only? pts) Single department only pts) Increase effectiveness Does it improve ability of City staff or their customer to do task? (Select best one only) Improvement for City staff and customer pts) Improvement for City staff or customer pts) No improvement for City staff or customer pt) Current State What is the state of the current system? (Select best one only) Completely inadequate / End of Life / New System pts) Functioning, but close to end of life pts) Functioning, but could be better pt) System Upgrade (0 pts) 0 Cost Competitiveness How does this product compare in cost to other solutions? (Select best one only) Lowest cost option that meets all requirements pts) All costs are equal and meets all requirements pts) Highest cost option that meets all requirements pts) Highest cost option that meets most requirements pts) Staff or System Reduction What is the effect on staff or systems reduction? (Select best one only) Addresses unnecessary / likely redundancy pts) Reduce Staff Time / Systems pt) No Change in Staff or Systems pts) Additional staff / systems needed for support pts) Operational cost (12) Is there a positive ROI? (Select best one only) Will pay for itself and generate revenue? (+12 pts) Implemented to avoid cash expenditure pts) No effect (0 pts) Increase 0 0 Totaled Priority Score IT Project Scoring Form Urgency (20) Category Sub-Total Impact (20) Category Sub-Total Category Sub-Total Alignment (16) Category Sub-Total Risk (19) Category Sub-Total Financial (25) Exhibit A