2016 Comtech strategic plan final

COMMUNICATIONS & TECHNOLOGY

Department of Communications and Technology 2016 ANNUAL REPORT AND STRATEGIC PLAN

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LETTER FROM CIO Thank you for taking the time to review the 2016 Department of Communications & Technology Annual Report and Strategic Plan. This document serves two functions. First, it is a snapshot of all the exciting, cutting-edge initiatives we have undertaken this year. Second, it provides an overview of our guiding principles; check out our mission and vision statements on the opposite page and our long-term strategic plan on pages 10 & 11. Note that the strategic plan also illustrates how each of our goals is aligned with the citywide goals adopted by our City Council.

Each initiative we accomplished this year, while being aligned with our strategic plan, also falls under the umbrella of one of four areas on which we focused in 2016.

2016 Focus Areas • Deliver effective technology services that connect residents to their city government and encourage resilience • Create an integrated digital user experience and develop a seamless brand • Position Norfolk as a regional leader in championing technology accessibility and affordability while fostering entrepreneurial and economic development • Provide enterprise-wide technology support and solutions to enhance efficiency, strengthen cybersecurity and drive data-driven decision-making I recently celebrated my one-year anniversary as Norfolk’s Chief Information Officer. I am so proud of the progress my team has made in such a short period of time; it is my great honor to be able to lead such a talented team of people. Of course, we could not have accomplished so much without the assistance of Norfolk’s leadership team, as well as the guidance and support offered by Norfolk’s Mayor and City Council. With this support system in place, and with the hard work and dedication of my team, I am confident that next year’s accomplishments will be even greater.

Best regards,

Steven DeBerry Chief Information Officer 2

COMTECH MISSION AND VISION

our mission To provide the support framework for customer-focused services that leads to a wellmanaged government and engaged citizens.

our vision To be an innovative and trusted partner in delivering communications and technology solutions that improve employee productivity and service delivery, engage our citizens and promote business growth and educational opportunities.

Turn to page 10 to review ComTech’s strategic plan

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FOCUS AREA ONE Deliver effective technology services that connect residents to their city government and encourage resilience.

This data is then transmitted to a cloud-hosted database for analysis and storage. Information gathered informs geographically targeted alerts that will be sent to residents, city staff and other stakeholders, allowing them to make informed decisions about flooding, such as travel routes to avoid. While this pilot project is only a small-scale collection of water level data, it serves as the beginning of the foundation of a Smart Cities system.

Public Wi-Fi Norfolk is continually expanding our public Wi-Fi locations; this year we installed public Wi-Fi in Town Point Park, Nauticus, Half Moone Cruise and Celebration Center and the public areas of City Hall. Additionally, in partnership with Dominion Enterprises, public Wi-Fi was installed at the MacArthur Square Tide station. Plans are underway to install public Wi-Fi at Waterside District and the adjacent waterfront park upon completion of this renovated downtown amenity.

ComTech and the Office of Resilience Partnerships

StormSense

Norfolk’s Office of Resilience has partnered with ComTech on many projects including:

StormSense, an initiative that developed from the Global Cities Team Challenge, originated from the White House Smart Cities Initiatives.

Norfolk is one of the cities that, in partnership with the Virginia Institute of Marine Science (VIMS), comprise this regional team. StormSense was recently awarded a grant from the National Institute of Standards and Technology to install tide gauge sensors and expand VIMS’ flood modeling/forecasting capabilities. This project provides a forecast map that will enable cities in the region to determine flood risk up to 36 hours in advance of storm events. It also provides real-time alerts and web mapping tools.

oo The Coastal Storm Risk Management Study, with input from the U.S. Army Corps of Engineers (USACE), investigates how to develop city-wide flood control measures. With Norfolk serving as the local sponsor, the study is on track and moving forward through the stages of planning required by the USACE. The goal is to submit a funding plan for citywide flood control measures to the United States Congress by 2018. oo The “Retain Your Rain” web application was developed in 2016 to help residents estimate the amount of rain runoff generated from building rooftops. Armed with this information, residents are encouraged to take action on their own property to reduce the amount of rain water that flows into city streets, thereby reducing the potential for flooding.

Water Level Monitoring System (WLMS) WLMS is a cutting-edge, internet-based monitoring system that gathers data, in realtime, on street water levels throughout the city.

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FOCUS AREA TWO Create an integrated digital user experience and develop a seamless brand experience.

Norfolk.gov Norfolk’s website was updated to enhance its user experience and visual appeal.

More updates are in store for 2017.

STORM Suite App STORM Suite was developed by city staff to track, report, and display 20 different issues that might arise during a weather event such as a downed tree or a flooded street. Created in 2010, this application is designed to reduce data entry errors and store all weather-related data in a single location that is accessible enterprise-wide. The suite is comprised of three applications:

Tidal Inundation Tracking Application Known as TITAN, this application is designed to increase awareness of potential flooding throughout the City. Both staff and residents can use this app which illustrates, on a map of Norfolk, where flooding may occur during different tide levels. Users can investigate current or future flooding levels, based on inputted water levels or the real-time reading at a tidal gauge. This allows for a better understanding of flooding potential in Norfolk, either at a specific location or in general.

1. STORM – a web based application for City employee use.

2. STORM Map – a public facing web-mapping application that displays current and historical weather events.

3. STORM Mobile – a mobile application developed this year to allow residents to report issues during weather events.

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FOCUS AREA THREE

Position Norfolk as a regional leader in championing technology accessibility and affordability while fostering entrepreneurial and economic development.

ConnectNorfolk

leverage the I-Net upgrade to support regional broadband connectivity initiatives.

ConnectNorfolk was convened, comprised of members of Norfolk City Council, city leaders and other stakeholders, to provide input about broadband expansion, accessibility and capability.

Partnering with Norfolk’s Colleges and Universities The City is providing a fiber pathway that connects Old Dominion University to Norfolk State University in support of the Commonwealth of Virginia’s multi-university cybersecurity research grant. Additionally, Norfolk is providing a fiber pathway between Old Dominion University, Eastern Virginia Medical System and Tidewater Community College to further provide a connection for research. This fiber can facilitate the connection between Southside institutions and the e-Lite institutional ring on the Peninsula (members include the College of William & Mary and the Jefferson Lab).

The primary goals of ConnectNorfolk: oo Create a vision and develop recommendations regarding the next generation of technological infrastructure and broadband services to meet the City’s existing and future needs. oo Assess how the City can improve broadband availability and speeds to specific stakeholders; residential, commercial, educational and government. A first step, a survey of Norfolk business broadband needs, will be completed in early 2017. oo Develop an engagement strategy to ensure wide participation by a broader group of stakeholders.

e-Permitting e-Permitting, implemented in 2016, is a state of the art, cloud-based application capable of creating real time records for code enforcement, building, planning and site plan review. The app has been installed on more than 50 mobile devices that are used by City inspectors in the field, allowing them to complete their inspections more efficiently and cost-effectively. Other benefits of e-Permitting include increased data accessibility and integration and a decreased need for hardware and software support. Future plans include enabling residents and business owners to make fee and fine payments online.

Expanded Citywide Fiber Ring Norfolk City Council approved $4.1 million in the FY17 budget earmarked to design and begin implementing a new citywide fiber network (I-Net). When fully implemented, the I-Net will replace leased fiber with city-owned fiber, resulting in substantial cost savings. The new I-Net will also increase Internet access speeds and increase the potential for leasing unused fiber to businesses; both, in turn, will encourage economic development. Norfolk’s CIO is partnering with CIOs from other localities to 6

FOCUS AREA FOUR

Provide enterprise-wide technology support and solutions to enhance efficiency, strengthen cybersecurity and drive data-driven decision-making.

Cybersecurity

Installing Audio-Visual Equipment in City Council Chambers

Norfolk has completed several projects this year to protect from cybersecurity threats including:

Four large video monitors and a computer were installed in Council Chambers to allow for presentations during City Council and Planning Commission meetings.

oo Completed a state-funded cybersecurity assessment, audit and evaluation which revealed no major issues.

PeopleSoft Time and Attendance

oo Completed two projects that increased the security of our mission and business-critical data and technology infrastructure. They are:

ComTech supported the Human Resources and Finance Departments in implementing two upgrades to PeopleSoft with the goal of increasing timekeeping accuracy, automation and standardization. The upgrades are:

ww Implemented Checkpoint, software that consolidates cybersecurity protection functions and adds additional protections against unauthorized access.

oo Absence Management automates the process of requesting leave.

ww Moved our backup data storage to a system that provides cloud-based storage as well as on-site data backups.

oo Time and Labor facilitates the ability to plan, track, approve and record hours worked by employees.

Access and Video Security Improvements

Upgrade Norfolk’s Accounting and Financial Management System (AFMS)

2016 security improvements included: oo Replaced an outdated physical access system with a state of the art system which integrated access to multiple facilities.

AFMS is a cloud-hosted accounting, financial and budgeting application that is used by over 650 employees. In 2017, the application will be oo Implemented an upgraded video security system at upgraded to the most up-to-date version and will Slover Library and began installing a similar system provide enhancements such as: at City Hall. Future plans include installing a video security system at the new Broad Creek Library (opening in 2017) and the renovated Horace C. Downing Library (complete in 2017).

oo Expanded accounting templates. oo Improved performance metric functionality. oo Consolidated budget forms.

oo Developed plans to upgrade and replace video security in city-owned parking garages.

oo New grant tracking module.

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2016 HIGHLIGHTS Norfolk Named One of America’s Top Ten Digital Cities for 2016 by The Center for Digital Government.

Norfolk received this award in recognition for a variety of technology strategies and innovations; many that are detailed in this report. The projects that were highlighted in the award include:

What Works Cities Initiative Norfolk is honored to have been chosen to participate in the What Works Cities Initiative (WWC). Launched by Bloomberg Philanthropies in April 2015, WWC is a national initiative to help 100 mid-sized American cities enhance their use of data to improve services, inform local decision-making and engage residents.

WWC helps local leaders identify and invest their limited resources in programs and activities that are proven to work by applying and analyzing appropriate metrics.

oo Refreshing and expanding our fiber infrastructure in order to provide high speed internet to critical facilities that house public safety, utilities, libraries and parks. oo Increasing access to public Wi-Fi for residents and visitors through multiple projects. oo Encouraging open government data through numerous web applications such as: ww Norfolk Address Information Resource, an online tool that provides over 300 data elements for properties in Norfolk such as ownership, zoning, property assessments and sales, building permits, school zones and voting precincts.

With assistance from WWC partners, Norfolk will focus on improving two areas: 1. Open Data: Norfolk will improve our ability to make data more consumable and readily available for residents and other stakeholders to help develop a collaborative approach to solving pressing community challenges.

ww Norfolk Cares Request Tracker, an online tool that allows residents to submit requests for services on-line. ww Norfolk Open GIS, a website that allows users to view and download over 45 different datasets such as address, parcel boundaries and flood zones.

2. Performance and Analytics: Norfolk will improve our performance management processes, starting with setting high-level goals and identifying datasets to measure progress on those goals. Then, analysis will be conducted in support of the strategies to achieve those goals.

ww STORM Mobile, an app that encourages citizens to report weather-related events via mobile devices. ww Implementing online business systems to make it easier for residents and businesses to conduct transactions with the City. ww Leveraging new technology, through enhanced data back-up and cybersecurity software and protocol, to ensure the security of data and business continuity in the case of a catastrophic event.

Work begins on this initiative in early 2017.

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COMTECH BY THE NUMBERS 2016 Totals

Social Media

Norfolk.gov

2.75M+ visits to site

12,708 12,974 ď‚ Twitter followers

ď‚‚ Facebook Likes

Top three visited pages: 1. Home Page 2. Employment Information 3. Animal Cares Center

13.2M+ 7.7M+ 3.8M+ emails received emails sent

2,100 1,150 1,500

portable (hand-held) radios supported

mobile (in-vehicle) radios supported

employees trained on computer hardware and software

million emails rejected as spam and/or malware

1,000 50+

Multiple specialized computer classes developed and taught to Norfolk senior citizens as part of a unique partnership with AARP

computers at

locations public use computers maintained and supported throughout the city

5,100

12,698

desktop, laptop, tablet and ruggedized mobile computers supported

technology-related issues resolved by the ComTech Help Desk 9

COMTECH STRATEGIC PLAN ComTech Goal

1: Refresh and build technological infrastructure and environment to allow for a scalable IT platform that supports business solutions and cybersecurity requirements

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ComTech Objective

Citywide Priority Supported

1.1

Renegotiate Cox franchise to achieve the most cost effective services for the City and Norfolk Public Schools

Well-Managed Government

1.2

Refresh and build out city’s institutional network (i-Net) including hardware replacement and the completion of the fiber ring connecting City facilities

Accessibility, Mobility and Connectivity

1.3

Upgrade the Public Safety Radio System that includes replacing servers and associated software that will lead to additional functionality

Safe, Healthy and Inclusive Communities

1.4

Enhance cybersecurity technology and awareness for network users

Well-Managed Government

1.5

Negotiate and leverage desktop software agreements to provide an updated, stable and reliable user productivity platform

Well-Managed Government

1.6

Refresh or update network server, communications and storage capabilities to increase functionality and lower recurring costs

Well-Managed Government

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2:

2.1

Increase broadband accessibility to Norfolk residents, businesses and visitors

Accessibility, Mobility and Connectivity

2.2

Provide greater public access to wifi

Accessibility, Mobility and Connectivity

2.3

Support the elements of a foundation for a Smart City.

Accessibility, Mobility and Connectivity

Create a technologically connected city (Smart City/Resilient City) to enhance workability, livability and sustainability for residents, visitors, businesses and employees

ComTech Goal

3: Deliver enterprise business applications and support solutions that facilitate a well-managed government

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ComTech Objective

Citywide Priority Supported

ComTech Goal

ComTech Objective

Citywide Priority Supported

3.1

Develop Real Estate Asset Program (REAP)

3.2

Implement e-Permitting (permitting and code enforcement)

Accessibility, Mobility and Connectivity

3.3

Implement RIO electronic document management

Safe, Healthy and Inclusive Communities

3.4

Implement PeopleSoft Time and Attendance and Absence Management

Well-Managed Government

3.5

Upgrade Accounting Financial Management System (AFMS) to enhance existing features and provide new functionality

Well-Managed Government

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Well-Managed Government

COMTECH STRATEGIC PLAN ComTech Goal

4: Develop a seamless brand image for the City

ComTech Goal

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ComTech Goal

6: Hire, train and retain motivated and cuttingedge staff

Citywide Priority Supported

4.1

Update City of Norfolk logo

Well-Managed Government

4.2

Confirm Norfolk’s unique selling proposition

Well-Managed Government

4.3

Define what and how City should communicate with its stakeholders

Well-Managed Government

4.4

Improve clarity of City messages and programs

Well-Managed Government

4.5

Serve as a model for how a city should communicate with its stakeholders

Well-Managed Government

4.6

Align City of Norfolk’s marketing partners

Well-Managed Government

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ComTech Objective

Citywide Priority Supported

5.1

Increase overall awareness and familiarity of city assets, services, programs and initiatives

Well-Managed Government

5.2

Increase broader citizen engagement with the City of Norfolk

Well-Managed Government

5.3

Develop an integrated content strategy across communication channels

Well-Managed Government

5.4

Ensure transparency and easy access to the City’s ongoing work

Well-Managed Government

5.5

Develop a process for capturing and planning activities across the City to incorporate a longer term view

Well-Managed Government

5: Create integrated messaging that best leverages City-owned platforms and assets

ComTech Objective

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ComTech Objective

Citywide Priority Supported

6.1

Develop new Help Wanted ad platform

Well-Managed Government

6.2

Partner with Human Resources to develop innovative strategies to fill vacancies

Well-Managed Government

6.3

Develop training plans for staff (leaders determine plans based on skill gaps)

Well-Managed Government

6.4

Empower ComTech staff to be creative in providing innovative human resources solutions (mentoring, measurement, motivation)

Well-Managed Government

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Department of Communications & Technology 401 Monticello Avenue, Suite 300 Norfolk,VA 23510 Ph: 757-664-4500 www.norfolk.gov

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