HomeMy WebLinkAbout02-359 Resolution No. 02-359
RESOLUTION
ADOPTING THE CITY OF ELGIN MANAGEMENT INFORMATION SYSTEMS
STRATEGIC MASTER PLAN
BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN,
ILLINOIS, that it hereby adopts the City of Elgin Management
Informationa Systems Strategic Master Plan dated August 1, 2002 as
the City of Elgin' s plan for technology initiatives for fiscal
years 2002-2007 .
s/ Ed Schock
Ed Schock, Mayor
Presented: November 20, 2002
Adopted: November 20, 2002
Omnibus Vote : Yeas : 7 Nays : 0
Attest :
s/ Dolonna Mecum
Dolonna Mecum, City Clerk
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City of Elgin
Management Information Systems
Strategic Master Plan
August 1, 2002
Table of Contents
Executive Summary
I. Introduction 5
Overview 5
Background 5
Accomplishments 6
II. MIS Department: Mission and Organization 8
Mission Statement 8
MIS Department Organization 8
Current Information Systems Architecture 9
Alignment with City Strategic Goals 15
Ill. Information Technology Industry Directions 16
Industry Trends 16
IV. City Strategic Directions and Initiatives 18
FY 2002 — 2006 MIS TECHNOLOGY INITIATIVES 18
Details of the MIS Technology Initiatives 20
V. 5 Year Financial Plan for MIS 30
VI. Conclusion 31
Ten Fundamental Principles of Information Systems Management 31
VII. Glossary 32
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Executive Summary
The City is faced with major challenges and opportunities within the Information Services and
Technology arena. These challenges and opportunities are caused by heightened expectations of
the City's constituents -citizens,the business community and employees-to use technology to
accomplish their daily tasks. This document summarizes the City's underlying principles for the
management of IS, recent MIS accomplishments, the mission of the Management Information
System Department, trends and directions ill the Technology Industry, initiatives and strategic
directions of the City's MIS System.
In 1995 the MiS Steering Committee was formed to assist the MIS Director in setting priorities
based on the City's Five-Year Financial Planning process and to assist in the budget process for
MIS capital projects. The MIS Department has since achieved many significant accomplishments
towards the goals and objectives set by the MIS Committee. The goals and guiding principles
that were set by the MIS Committee are as follows:
I. Provide Convenient Access to Information and Services
2. Provide a Reliable Communication and Network Infrastructure
3. Deliver Timely and Effective Responses to Customer Requirements
4. Effectively Manage the City's Information/Knowledge Assets
5. Effectively Manage the City's Technology Assets
6. Provide Productivity Enhancing Tools and Training for City Staff
The MIS Department
The mission of the MIS Department is to manage the City's Information System in an effective
and efficient manner, and to provide the highest level of service and support to the information
System users. The MIS Department is committed to achieving the goals and maintaining the
principles established by the MIS Committee. Our ultimate goal is to provide our customers-the
employees, citizens, and businesses of the City of Elgin-with timely, convenient access to
appropriate information and services and to improve productivity and customer service through
the use of technology.
The City's technology architecture is a strategic asset that defines the components necessary to
support the operations of the City and the infrastructure required for implementing new systems
in response to the changing needs of government business. It is a multi-layered architecture that
includes the following technology segments: Network Infrastructure(internal and external
communications). Hardware and Software, and Service and Support. This Information System
exists to support the work of the City Staff. Information and communications services permeate
all facets of the City's operations to the extent that they have become"mission critical" for every
City Department. The mission and goals of the MiS Department are directly aligned with the
City's Strategic Goals. The accomplishment of these Strategic Goals is the driving force behind
the technology initiatives in this plan.
Trends in the Technology Industry
The technology industry is moving as fast as ever in the introduction of new technologies and
services. One of the responsibilities of the MIS Department is to monitor the trends in the
industry. Four major trends viewed as particularly relevant for the City of Elgin have been
identified and briefly reviewed to provide a larger context for the MIS Strategic Plan.
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1. Excessive Rate of Technological Change.
2. Rapid Development of Electronic Business to Business Transactions.
3. "Digital Government: Seeing the Citizen as the End User".
4. Most Critical Emerging Information Technologies.
High Speed, High Bandwidth private network
Convergence of Voice/Data/Video
Wireless and Mobile Computing
Data warehousing/data mining/Data Storage
Knowledge Management
Internet and World Wide Web
E-business
Advances in technology can enable the workforce to provide better and faster service at a reduced
cost, but changes in technology can be expensive and complex. New technology must be adopted
carefully and integrated wisely into the existing technology infrastructure of an organization in
order to maximize the benefits in a cost-effective manner. These challenges require a strategic
direction that blends new and old technologies and ensures that the City's business applications
and technical infrastructure support both today's mission critical activities and processes, as well
as tomorrow's evolving business needs.
Strategic Directions and Initiatives
The eight initiatives listed below all address different aspects of the City's objective to provide
effective, efficient, customer-oriented access to data and services for internal City Staff users and
external agencies, citizens,and businesses. These initiatives address the most critical emerging
information technologies identified above.
E-Government:
The E-Government initiative addresses the ability of the City to use technology to become a 24-
hour operation. The City of Elgin Web Site, Interactive Voice Response(IVR) systems, and
planned kiosks allow the City to provide a government"without doors, walls or clocks."
Geographic Information System (GIS):
The GIS initiative focuses on the geographic features and development of the City's land. This
initiative allows this data to become readily available for use internally within the City, but more
importantly, allow constituents to access some data via the Web, again providing a 24-hour
operation. GIS allows data to be mined from the HTE databases and displayed geographically for
a more intuitive decision making process.
Equipment Replacement Schedule:
The equipment replacement initiative focuses on the modernization of aging hardware systems.
The majority of hardware maintenance and repair costs come after the fourth year of usage, and
the rapid development of PC and printer technology causes early obsolescence of equipment. A
replacement cycle of four years saves the expense of maintaining technologically obsolete
equipment and keeps the user community current in functionality.
Convergence of Data/Voice/Video Network (Voice over IP):
The Voice over IP initiative is looking for strategies to integrate disparate networking
technologies over a single common network infrastructure. The process is to examine the
existing and separate data, voice, and video network infrastructures and determining the most
efficient ways of bringing these together. The fact that every major networking vendor has
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announced plans for IP telephony solutions leads to the conclusion that the convergence of data,
voice, and video networks is inevitable.
Electronic Report Management and Archival Storage:
Electronic management of reports and long term optical storage of documents makes access and
storage of information much more efficient and cost effective providing extra savings in printing,
paper and other office supplies. This initiative focuses on making the storage and retrieval
process as simple as possible while staying with state guidelines for document retention.
IS Systems Security:
Information is a valuable asset to any organization. It is an asset that must he readily accessible to
those who use the information. To maintain integrity, information must be safeguarded and
protected from inappropriate use or modification. Information that is confidential or sensitive
must be accessible by only those who have a legitimate need and right to know.
IS Infrastructure:
Infrastructure improvement is the most critical of the initiatives. IS infrastructure improvements
allow all of the above to happen in an up-to-date. robust and secure IS processing environment.
The infrastructure investments are also key to the successful implementation and operation of all
new software and hardware technology and the success of new internal department systems and
the City's "e-Government" transactions with constituents and businesses.
Wireless Data and Mobile Computing:
Wireless communication enables people to communicate and connect with enterprise resources
virtually anywhere, anytime. The City's long range strategic direction for wireless
communications is to expand the use of mobile data and to integrate mobile computing into
standard applications.
Fundamental Principles of MIS Management
In addition to the MIS Department's Mission and Goals, all City of Elgin Information Systems
projects and processes are guided by these ten fundamental principles:
1. Our ultimate goal is to provide citizens, the business community, and City employees with
timely, convenient access to appropriate information and services through the use of technology.
2. Business needs drive information technology solutions.
3. Evaluate business processes for redesign opportunities before automating them.
4. Manage Information Technology as an investment.
5. Implement contemporary, but proven, technologies.
6. Hardware and software will adhere to open (vendor-independent) standards.
7. Manage the enterprise network as a fundamental building block of the City's IS architecture.
8. Approach IS undertakings as a partnership.
9. Emphasize the purchase of top quality, commercial-off-the-shelf(COTS) software.
10. Capture data once to avoid the cost,duplication of effort and potential for error and share data
whenever possible.
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I. Introduction
Overview
Two years into the new millennium, the City is faced with major challenges and opportunities
within the Information Services and Technology arena. These challenges and opportunities are
caused by heightened expectations of the City's constituents-citizens,the business community
and employees -to use technology to accomplish their daily tasks. This expectation occurs within
an environment of rapid change and limited resources. To be successful,the City's Information
System (IS) will need to operate effectively and efficiently to ensure better services, better
products, shorter project life cycles, less cost and more convenience.
To ensure that the City's IS can meet this challenge, continued emphasis must be put on projects
that keep our technical infrastructure a strong foundation for iS applications and services, allow
City government to communicate easily internally and with the community, and allow easy
access to City data and services. Emphasis is also needed to ensure that IS projects are managed
consistently, are cost effective, are aligned with City's strategic goals and that there is a proper
level of oversight and tracking of iS investments.
This plan summarizes the City's underlying principles for the management of iS and recent
accomplishments(Section 1); a current view of the Management Information System Department
and System Architecture (Section 2); Trends and Directions of the Technology Industry(Section
3); Initiatives and Strategic Directions of the City's MIS System (Section 4). The plan identifies
technology initiatives that are required to accomplish mission related objectives; project
accomplishments for on-going efforts; resources required for successful implementation; and
return on investment assessments for these initiatives. The modernization efforts described in this
plan are funded in the Riverboat Fund, MIS Capital Projects - Fund 275. Ongoing IS operating
and personnel costs are funded in the General Fund - Fund 010, MIS Department 2101. Together,
these funds support the Information Systems requirements of all agencies and services.
Additional details of each Fund can be found in the City of Elgin Fiscal Year 2002 to 2006
Financial Plan.
Background
In 1995 the MIS Steering Committee was formed to assist the MIS Director in setting priorities
based on the City's Five-Year Financial Planning process and to assist in the budget process for
MIS capital projects. The focus of the MiS Committee is short term strategic planning for the
city information system. The membership of the MIS Committee is made up of senior MiS Staff
and managers from each of the City's operating departments to assure that the particular and
unique needs of the various departments and their changing operating environments are taken into
account in the MIS planning process. The MIS Committee also provides a forum for user and
departmental maintenance and upgrade issues, but the primary purpose is for strategic planning.
Since the inception of the MiS Committee,the Five Year Financial Plan has been the primary
vehicle for MIS planning.
The goals and guiding principles that were set by the MIS Committee are as follows:
1. Provide Convenient Access to Information and Services
2. Provide a Reliable Communication and Network Infrastructure
3. Deliver Timely and Effective Responses to Customer Requirements
4. Effectively Manage the City's Information/Knowledge Assets
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5. Effectively Manage the City's Technology Assets
6. Provide Productivity Enhancing Tools and Training for City Staff
Accomplishments
The MIS Department has achieved many significant accomplishments towards the goals and
objectives set by the MIS Committee. The nature of information systems and services is such
that the goals are not a fixed target and are always being reevaluated. As each goal is reached.
new technology and new processes become available to extend the goal a little further or create
the need for an entirely new goal.
Following is a summary of the most significant accomplishments over the last 5 years:
Network Communications &Connectivity Accomplishments:
A wide area network has been created connecting sixteen city facilities together. Eight
facilities arc connected using the fiber optics of the Elginet systnn, the remaining are
connected using TI leased lines. Users are provided complete network access to all
systems and applications, dat ` printing, c'muiLandinternetacccys.
Network services have been centralized and standardized. Key components of the
centralized network services include: file and print services: e-mail services; maintenance
ol'servers: capacity and performancemonhuring; network planning; backup, archive.
storage and retrieval of data residing on servers: business continuity and disaster recovery
planning.
Personal Computer(PC) Accomplishments:
All dumb terminals have been replaced with modern desktop personal computers or
powerful notebook computers. Desktop PCs provide full access to all of the computing
resources provided by the MIS Department. Along with full access to the AS/400
Midrange computer system, (which is all the dumb terminals could do), users have full
access to office automation tools, e-mail, data sharing, printer sharing, report distribution
system. and other productivity enhancing applications. There are over 380 personal
computers in use city wide. Individually attached dot matrix printers have been replaced
with network attached high-speed workgroup laser printers. There are now 75 laser
printers in use city wide. A four year replacement cycle has been established for the PCs
and printers to avoid the high cost of repairs as equipment ages and to maintain optimal
s}stonpcdormunce.
Office Automation Accomplishments:
The AS/400 based OfficeVision word processing system has been replaced with a user
friendly, PC based productivity suite. After several years of using the Corel Office Suite,
Microsoft Office has now been established as the vendor of choice for word processing,
spreadsheet. presentation graphics and relational work group database(MS Word. MS
Excel. PowerPoint. MS Access). Microsoll products are now centrally managed and
deployed.
E-mail. Calendars and shared resources were established v%ith the Novell GroupWise
system. This system provides in\un/ul and external (Internet) e-mail, shared calendars,
and personal calendars and allows for remote access from anywhere in the world.
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Microsoft Windows has been established as the standard graphical user interface. The
Migration to Windows NT has been accomplished and the move to Windows 2000 as
equipment allows and applications required is now underway.
Electronic report distribution has been established using Redwood Software's
Report2Web system. This allows for automated electronic distribution of reports through
a web browser rather than printed pages.
Administrative Process Streamlining Accomplishments:
A city policy establishing acceptable computer system usage was issued in 1998.
Procedures to add new users, change or remove users were simplified and streamlined. A
• technical support help desk system was established to allow for quicker response to user
service requests. Competent and reliable technical support is provided to keep the system
and users working efficiently. Users can report support issues electronically or
telephonically. Off hours support procedures were streamlined with the MIS On-Call
program for nights and weekend support issues.
Geographic Information System Accomplishments:
A GIS system has been created using the ESRI Arc/Info, Arc/View system. The GIS
System provides many layers of geographic data. including street center lines and curb
lines, parcel boundaries, water distribution system, sanitary sewer system. aerial
photography, topographical data, city zoning data, and attribute data from the federal
census bureau and the I ITE Land Management system. The GIS System is heavily used
by the Fire Department and the Police Department for emergency service planning and
daily operations. The GIS system is still a work in progress with new data layers being
constructed and new attribute data being added to the system. A GIS committee meets
every other month to coordinate activities between departments.
Departmental Specific Systems:
Several departmental specific systems have been installed over the last several years. A
Parks and Recreation Activity Registration system from Vermont Systems, Rec Trac, was
installed and went live in 2000. The system allows Parks staff to manage enrollment in
all activities, manage facility rentals, sports leagues, season passes. and has a point of sale
interface for over the counter retail sales. A Public Works/Water Department work
order/facility management system. CASS Works. was installed and went live in 2001.
The system interfaces with the GIS system allowing for graphical map based entry and
display of work orders and reports. A Fire Department records management system
(RMS) was installed in 2000 and went live in 2001. The RMS integrates to the Computer
Aided Dispatch System (CAD)allowing the dispatch record to automatically create the
RMS record so that the fire personnel only need to complete the details of the run. A
community notification system was installed in 2000. This system allows for automated
call programs to call back city staff for emergency services, or to notify community
groups of emergencies or other important events. The system also integrated to the GIS
system allowing for geographic specific calling areas.
Training Accomplishments:
Employees have been trained in the use of the Corel Office products, Microsoft products,
Novell GroupWise. file system management, and many other software and general
computer usage skills. The availability of PC training for all employees has been
expanded to ensure effective use of technology by all City employees. A full time staff
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trainer and application support specialist was hired and a computer training facility with
12 student workstations was constructed. AS/400 based HTE training is provided to train
staff on the usage of the HTE financial systems, purchasing system, and community
development systems. On going training is now provided on a regularly scheduled
monthly basis and is available to all employees.
AS/400 System Accomplishments:
The ci 's mainframe AS/400 system was replaced with an upgraded model in 1498. The
operating system has been upgraded once again since then. The primary application on
the AS/400 is the HTE Municipal Management System, the integrated system for
accounting, purchasing, payroll, accounts payable, accounts receivable, licensing, fleet
management, code enforcement, building permits, land management and utility billing.
The HTE system has been upgraded annually since 199I keeping the City on the latest
version of this software. This allows the operating departments to continually take
advantage of advances in programming and technology.
A data mining system, Cognos Impromptu, was implemented in 2000 to allow staff to
extract valuable information buried in the AS/400 FITE databases on an ad hoc basis.
internet Web Site Accomplishments:
A City of Elgin web site was created in 1997. The web site receives more than 800 -hits-
each day. The web site has general information relating to the daily operations of the
City, bids and RFP-a, employment oppnrtunihes, counci| agendas, calendars and much
more.
It. MIS Department: Mission and Organization
Mission Statement
The mission of the MIS Department is to manage the City's Information System in an effective
and efficient mannerto maintain and promote the confidence of the Cistaff and citizens that
we serve. To provide service and support to all City departments, assisting users in the effective
and efficient utilizatioof the system. To ensure that information and system resources are
accessible and usable by maintaining system uptime and availability. To ensure the integrity of
systems, applications and data by maintaining strong security and system recovery procedures.
The MIS Department is committed to the goals and principlesesk `|iahud by the MIS Committee.
Our ultimate goal is to provide our customersthe employeescitizens, and businesses of the City
of Elgin with timely, convenient access to apiute information and services through the use of
technology.
MIS Department Organization
The MIS Department falls under Fiscal Services and reports to the Fiscal Services Manager. The
Department consists of eight full-time and one part-time employee. The organization chart is as
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Fiscal Services Manager
MIS Committee MIS Directo
MIS Technicians(%) Network System Engme.z,(2) Analyst Programmer(1) Application Training 86
Support(1)
GIS Coordinator(l)
MIS Intent(PT)
Current Information Systems Architecture
This section identifies the current information system architecture implemented iii the City of
Elgin. The City's technology architecture is a strategic asset that defines the components
necessary to support business operations and the infrastructure required for implementing new
systems in response to the changing needs of government business. It is a multi-layered
architecture that includes the following IS architecture segments:
Network Infrastructure Architecture
Information Technology Resources Architecture
Platform Architecture
Application and Data Architectures
Internet Architecture
Service and Support Architecture
Network Infrastructure
The Enterprise Wide Area Data Communications Network serves us/hc backbone that provides
City-wide access to information technology resources. Operated by the MIS Department,the
Enterprise Data Network connects approximately 450 computer devices in over 20 locations.
These computer devices include personal computers, printers, scanners, network servers,
communications equipment(routers, switches, hubs), modems, UNIX servers and an AS/400
mini-computer. The Enterprise Network supports equipment and systems from multiple vendors,
which require multiple communications protocols. All network systems are based upon open
standards and compliance with published standards. This compliance is required in order to
connect varying coniputing environments together in a single enisc network. Routers and
bridges are required to translate and route data across the network. The primary Enterprise
Network Architecture for the City is switched Fast Ethernet. An upgrade to Gigabit Ethernet is
being planned within the next twelve months as the new backbone of the City Wide Area
Network. The standard desktop connection is switched 10/100 Ethernet. The City is now on a
purc [CP/lP network, including all NetWare servers. The current wide area network
infrastructure is made up ofa combination of City owned fiber and 'II lines leased from
Ameritech. Each facility on the fiber network connects to the wide area network through one of
two routers. |) At School District U46 Administration Building Data Center for all facilities cast
of the Fox River or 2) Larkin High School for facilities west o[the Fox River. Each facility on a
T| line connects to the City Hall through a Lucent Router.
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Wing Park and Lords Park are connected to the main parks office through TI lines and Lucent
Routers. Remote access to Enterprise Network resources for dial-up customers is also provided.
Documentation is provided to assist customers in setting up their microcomputers for remote
access. In addition to telecommuters or business travelers, many small City offices which have no
Enterprise Network connection are configured for dial-up access to the network. The primary
users of the dial-up access system are the Police Department ROPE officers. They can dial-up
from home and access all network services needed to perform their regular duties.
On the next page is a system design schematic of the City Wide Area Data Communications
Network:
The drawing legend refers to the following four types of system cabling:
Cat5 is 4 pair copper wire rated to transmit data at more than 100Mb/s up to 300 meters
Fiber is a city owned fiber optic network for data transmission at 1000Mb/s or more and
distances up to 25Km
Ti is a leased line digital data service from SBC Ameritech for data transmission at
1.5Mb/s
is a leased line digital data service from SBC Ameritech for data transmission at
56Kb/s
For additional definitions and explanations please refer to the glossary at the end of this
document.
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Information Technology Resources
The information technology resources are the actual servers, PC workstations, printers,
applications, databases, data files and any other hardware/software/information system available
on the network. There are three types of technology resources available. Platform Architecture
(hardware), Application and Data Architectures (software), Internet Architecture (information).
The platform architecture defines the technical components of the infrastructure which include
client and server platforms, and the operating systems and interfaces supported, equipment used
to operate the applications and application tools. The City's platform architecture includes a
mainframe computer, Local Area Network(LAN) servers, desktop microcomputers, and
notebook computers. The City also uses State, County and other non-City hardware platforms as
necessary.
Desktop I'Cs, Notebooks and Peripherals- Increased use of microcomputer technology by all
City departments has facilitated the streamlining of operations and improved the delivery of
services to citizens. MIS continues to prescribe hardware platform and desktop application
standards and procurement actions as a means of controlling costs. Standard desktop
configurations allow for consolidated procurement and enhances the City's ability to provide
technical support to all users. Microcomputers are replaced in accordance with the four year
Equipment Replacement Program cycle and the standards that are in place at the time. All City
microcomputers and associated peripherals are centrally procured to achieve economies of scale
and consistent hardware platforms throughout all departments. Desktop and network printing is
accomplished through an inventory of stand-alone and network printers. Mainframe output is
generated on two high speed impact printers that support 2,000 to 4,000 lines per minute.
The current microcomputer platform standard consists of Pentium 4-based hardware running the
MS Windows 2000 Pro operating system. City microcomputers also use office automation
software, mainframe emulation, and TCP/IP communications protocol software.
LAN-based Network Servers— Elgin MIS currently supports two LAN operating systems:
Novell NetWare, and Microsoft Windows NT Server. The current standard for database
applications is Windows NT Server 4.0. The City will continue to expand the use of Windows NT
while continuing to maintain NetWare as the primary file, print and security services server. In
addition to the current NT& NetWare servers the City also supports UNIX servers that are used
for departmental specific applications that require a UNIX server platform.
The following provides details on centrally managed platform resources:
Otv Hardware Type Operating System
I IBM AS/400 9406-620 OS/400 V4R4
4 Intel P3 Xeon Server Novell NetWare 5.1
IO Intel P3 Xeon Server MS-Windows NT Server 4.0
I Intel P3 Server DOS - Attachmate RLN
260 Intel P3 Desktop PC's MS-Windows NT Workstation 4.0
85 Intel P4 Desktop PC's MS-Windows 2000 Pro
35 Intel P3 Notebook PC's MS-Windows 2000 Pro
75 HP 4000 series Laser Printers HP PCL 6
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The application and data architecture defines how applications are designed and how they
cooperate. The architecture promotes common presentation standards and enables a high level of
system integration, and storage and retrieval of data. It should facilitate the reuse of components
and rapid deployment of applications in response to changing business requirements. This layer
includes elements of the technology architecture that converts business process to business
intelligence, the overall goal being to ensure that City services are executed in a timely, efficient
and cost-effective manner. The City has a vast inventory of enterprise-wide and agency specific
production applications residing on the mainframe and microcomputer platforms.
New applications and application enhancements are constantly being evaluated, developed,
acquired, and implemented as older"legacy"applications are retired. The City's goal for this
layer is to use and create industry standard application development tools and language
environments that are adaptive in client/server and Web-enabled models. Further, this should
allow the City to protect its investment in 'classic' systems by providing enhancements that
facilitate greater user-friendliness, better data manipulation and reporting, and end user controls.
An exhaustive discussion is beyond the scope of this of this document however, some examples
of the City's application architecture and some recent developments are described here.
Office Automation/Workstation Software - The City office automation standards have been
updated and MS Word is being implemented for word processing, MS Excel for spreadsheets,
MS PowerPoint for presentations. MS Access for desktop application databases, and MS Internet
Explorer for Web browsing. Other desktop software used includes MS Project used for project
management/tracking, McAfee Anti-Virus. IBM Client Access Express for 5250 emulation to the
AS/400. Novell GroupWise(e-mail/groupware) is used for E-mail and collaborative group work
process and workflow. The MS Office Suite is installed on PCs attached to LAN based servers
and printers to facilitate shared file and printing requirements for word processing, spreadsheet,
groupware presentation software, workflow database applications, and project management.
Production Applications - Key applications in the City system are run on the AS/400 mainframe
system. These are the HTE municipal management system for Budget and Accounting, Payroll
and Personnel, Purchasing, Utility Billing, Accounts Receivable, Cash Receipts, Building
Permits, Code Enforcement, Land Management, Business Licensing, Fleet Management and
Issue Tracking. The following are in-house developed AS/400 applications, Abandoned Vehicles,
Deceptive Practices, Fire Hydrants, Neighborhood Watch, Police Bike Registration, and Wants
and Warrants. All of the AS/400 applications are using RPG programs and DB2 databases.
GIS Software - The ARC/INFO software provides high-end tools and functionality to the GIS
analyst. The software integrates visual or graphic data in the form of maps, with descriptive or
attribute information from an organization's internal databases. ARC/INFO provides the tools for
analysts to access, visualize, and query both graphic and tabular data for better analysis and
decision making. Additionally, Arc/View GIS provides mid-range desktop GIS tools to the
skilled-user for map creation and analysis of the City's geographic data sets. And finally,
MapObjects and the Internet Map Server provide a method for distributing highly customized and
end user GIS based applications through the intranet/internet.
Data Base Management Systems (DBMS)—The City uses several database management
systems to support its business applications. On the mainframe, applications use DB2 databases.
For client/server applications, Oracle or MS-SQL is the DBMS of choice. Ad-hoc query and
reporting on the mainframe databases is supported by Cognos Impromptu. For the Oracle and
MS-SQL databases Crystal Reports is used for ad-hoc query and reporting.
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The Elgin Internet architecture provides significant and wide-ranging opportunities to utilize
emerging technology as a means to make information more readily available to City staff,
citizens, and businesses. In addition, the interactive nature of the technology allows residents and
others to conduct business(e.g., pay bills, apply for permits, etc.) with the City at their
convenience and from their location. Likewise, Internet technology allows access to enterprise
data(Electronic Document Distribution, Calendars, E-mail, etc) without the need for a resident to
call or visit the City Hall. The E-government architecture defines the standards, technologies and
guidelines for public access, and conducting electronic business among City departments, state
agencies and outside entities. The City's Internet architecture is/will be comprised of the
following:
High Speed Connection to the Internet- The City's Ti connection to the Internet. This
connection is a two-way data communications line which provides access to the Internet by City
staff as well as outside access to the City's Web server(s) by residents, business, and others via
the Internet.
Public Access Web Server- The City's Public Access Web Server provides Internet users with a
vast amount of information made available by various departments within the City. The Web
server can be viewed as an "on-line service counter" where residents and others may obtain
information related to services, licenses, taxes. recreation, court filings, and so on. The Web
server also acts as the distribution or collection point for information obtained from or provided
to enterprise databases via an "Application Server."
Intranet Web Server- The City's Report?Web Intranet web server provides the same type of
facilities but access is limited to City staff and Kane County States Attorney.
Application Servers - provide the gateway between the City Web servers and the information
stored in City enterprise databases. The application servers do the work of communicating with
various databases on the City mainframe and other platforms, accessing and collecting the
requested information, formatting the information in the appropriate way, updating the database
here appropriate, and returning the result to the Web server for dissemination to the requester.
Application servers also provide additional levels of security to ensure that only allowable
information is accessible.
Service and Support
At the heart of a successful and functional Information System is a well trained and
knowledgeable technical support and service staff. This is the key support element of all the
City's information systems implementation efforts. It is critical that technical staff be trained on
the technologies being bought into the City since they are the ones who will be required to ensure
the continued effective deployment and use of the technology. Ideally. such training is supplied
prior to deployment. In parallel with the training of technical support staff, it is equally important
that the customer staff be trained so that they can effectively employ the technology provided. To
that end the City has one full time staff trainer/application support engineer. Training is as
important as the technology to successful IS operations.
The computer training center is used to conduct training on all the city software applications.
Since the opening of the training center in February of 2000, the MIS Training Specialist and
other City Staff have conducted training sessions for approximately 1200 users. Ten to fifteen
different software course topics are offered monthly. In addition to these regularly scheduled
courses, outside vendors have used the facility to provide training on software which is specific to
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certain departments. The room is also occasionally used as a training center by outside non-profit
agencies.
MIS Technical Support-Help Desk-The MIS Department provides first level support to over 600
users, on more than 450 network attached computing devices, using more than 150 different
application programs, for all hardware/software and user issues on any of the City systems. The
MIS Help Desk provides City employees a centralized point of contact for computer support.
Using the Track-It Help Desk System,the MIS Technician can resolve a wide range of support
calls in just a few minutes on the first call. If the MIS Technician is unable to resolve the issue
immediately the service request is assigned to a system engineer who will work with the user to
fix their problem. Most issues can be closed the same day as the call is made. 96% of all calls
are resolved within three working days.
Alignment with City Strategic Goals
Information Systems exist to support the work of the City Staff. Information and
communications technology services permeate all facets of the City's operations to the extent that
they have become"mission critical" for every City Department. Information technology services
are key enablers of the City's overall Strategic/Community Goals and play a pivotal business
support role for every City Department. Major strategic directions and priorities within the City's
Financial Plan are the key drivers of the Management Information Services Strategic Plan. The
mission and goals of the MIS Department are directly aligned with the City's Strategic Goals.
These Strategic Goals and their Information Systems needs include the following:
I. Safe Community for People
Computer Aided Dispatch
Computerized Records Management Systems
Electronic Report Distribution Systems
Reliable communications infrastructure
2. Neighborhood Vitality
Building Permits System
Code Enforcement System
City Web Site
Public Works - Work Order Maintenance System
3. Economic Growth and Diversified Tax Base
Planning and Zoning System
Geographic Information System
Reliable communications infrastructure to attract new business
4. Recreational, Leisure and Cultural Opportunities for all Citizens
Rec-Trak Recreation Activity Registration System
Point of Sales System
Multiple facility communication requirements
5. Quality Housing
Building Permits System
Code Enforcement System
Geographic Information System
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6. River as a Resource
Geographic In format ion System
Planning and Zoning System
7. Alive Downtown
Geographic Information System
Reliable communications infrastructure to attract new business
Q. Financially Stable City Government
Budget and Accounting System
Purchasing System
Strong Communications Infrastructure
9. Customer Service
Utility Billing System
Accounts Receivable System
Interactive Voice ResponseSvstem
Web based E-Commerce System
Reliable Telephone Communications
The accomplishment of these goals drives the requirements for additional Information Systems
services. Listed with each goal is a short sample of the IS requirements needed to meet the goal.
Each of the above goals requires a strong IS infrastructure for communications, adequate and
reliable resources of hardware and software,and competent, professional technical support.
III. Information Technology Industry Directions
Industry Trends
Four major trends vicwcd as particularly relevant for the City of Elgin have been identified
and briefly reviewed to provide a larger context for the MIS Strategic Plan.
I. Excessive Rate of Technological Change.
2. Rapid Development of Elecronio Business to Business Transactions.
3. "Digital Government: Seeing the Citizen as the End User".
4. Most Critical Emerging Information Technologies.
A brief description of each of these trends, along with the implications of the trends. are detailed
in this seckxn.
1. Excessive Rate of Technological Change:
Advances in technology continue to be made at an extremely rapid pace. New products
and equipment are constantly being introduced to the market and the "useful life-o[
technology products is decreasing as a result. In the efforts of technology companies to
maintain competitive cost efficiencies backward compatibility is no longer a priority in
new system development
Some of the more significant implications of this trend to the City include the R/Uuning:
High quality research and evaluation of new technology products will be critical to
making informed purchasing decisions. The importance of product and equipment "life
cycle management- becomes critical to ensure that scarce resources are utilized in the
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most cost-effective manner possible. A systematic equipment replacement program is
needed to avoid substantial resources being consumed on the ongoing maintenance and
upgrading of systems as they age. Early upgrades are often imposed externally, by
primary system support vendors. Attracting and retaining highly skilled professional and
technical resources will continue to be a challenge, given the high demand for employees
with information technology skills. Maintaining the currency of the specialized skill sets
of City staff must be a high priority that will require ongoing investment in staff
development and training.
2. Rapid Development of Electronic Business to Business Transactions:
The level of interest, and the capacity, on the part of businesses to conduct transactions
electronically has increased dramatically over the past several years. This trend will most
likely continue. Benefits include: Building closer relationship by knowing what
customers want. Empowering customers through online information sharing and
transaction processing. Increasing customer and supplier access to the company, and
helping suppliers better understand the dynamics of the business in order to reduce time
to market.
Some of the implications of this major trend for the City include:
Maintaining its image as a"Smart City" requires the cost-effective application of current
information technology. Significant work is required to effectively integrate data
collection and management systems across the City. Significant energy and resources
must be dedicated to developing the City's Internet and Intranet capabilities.
3. Digital Government: Seeing the Citizen as the End User:
Governments at all levels are being urged to provide better services to citizens at lower
cost. To do so, public sector organizations are striving to take full advantage of
information technology. This means paying greater attention to systems that enable e-
business initiatives and permit citizen access to enterprise data." As citizens' use of
computer technology in their business and personal life increases,their expectations to be
able to interact with the City electronically also increases.
The implications of this trend for the City are significant:
Better citizen access to data improves services. There is great potential to improve
delivery cycles and be more responsive and customer focused. The use of web
technology represents major opportunities to gather citizen input on key issues that
impact their communities in a cost-effective manner. Greater efforts will be required to
preserve the privacy of privileged information. It is critical that data made available to
the public be accurate, relevant and current.
4. Most Critical Emerging Information Technologies:
Emerging information system technologies currently considered most critical among
commercial companies and government/public agencies are as follows:
High Speed, High Bandwidth private network
This is considered the most critical emerging technology. It is the foundation to
all other systems and technologies. Without a stable network with adequate
capacity none of the other critical systems can be successfully implemented or
maintained.
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Convergence of Voice/Data/Video
The convergence of voice, video, and data is looking for strategies to integrate
disparate networking technologies over a single common network infrastructure.
This trend started many years ago in the internetworking area when corporate
networks began the migration of mission-critical data traffic across an all IP
infrastructure. The fact that every major networking vendor has announced plans
for IP telephony solutions leads to the conclusion that the convergence of data.
voice, and video networks is inevitable. The only possible convergence solution
is to merge the existing voice and video networks onto the 1P data network.
Wireless and Mobile Computing
Wireless communication enables people to communicate and connect with
enterprise resources virtually anywhere, anytime. This technology is growing
most aggressively in the PDA or hand held computer market for utility and
public safety applications.
Data warehousing/data mining/Data Storage
Database systems are full of valuable information about customers, facilities and
operations. It would often take months to have the MIS programmers develop
custom written applications and reports to access this data. New data mining
systems allow for direct end user access to the valuable data. Storage area
network technology makes it easier to keep large amounts of data on the network.
Knowledge Management
Electronic management and distribution of reports and long term optical storage
of documents makes access and storage of information much more efficient and
cost effective providing extra savings in printing, paper and other office supplies.
Internet and World Wide Web
This technology has had a dramatic effect on communications, the delivery of
services, and access to information. No business,city or other type of
government agency will now taken seriously without an effective Internet
presence that provides meaningful information, services, and access to local
resources.
E-business
More than a subset of Internet services. e-business includes all remote electronic
transaction processing, relationship management and resources sharing with
customers or constituents. Access to e-business must also include interactive
touch tone phone service as well as computer based graphical access. Simple.
reliable and responsive access to goods, services, and transaction processing is a
business necessity.
IV. City Strategic Directions and Initiatives
FY 2002 —2006 MIS TECHNOLOGY INITIATIVES
Keeping pace with the trends in the industry and effectively using technology to meet end-user
requirements and expectations are still the most critical challenges facing information systems
providers. Advances in technology can enable the workforce to provide better and faster service
at a reduced cost, hut changes in technology can he expensive and complex. New technology
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must be adopted carefully and integrated wisely into the existing technology infrastructure of an
organization in order to maximize the benefits in a cost-effective manner. These challenges
require a strategic direction that blends new and old technologies and ensures that the City's
business applications and technical infrastructure support both today's mission critical activities
and processes. as well as tomorrow's evolving business needs.
These eight initiatives all address different aspects of the City's objective to provide effective,
efficient, customer-oriented access to data and services for internal City Staff users and external
agencies,citizens.and businesses. These initiatives address the most critical emerging
information technologies identified in the previous section. A summary of these initiatives is
presented here, more detailed information follows.
E-Government
The E-Government initiative addresses the ability of the City to use technology to become a 24-
hour operation. The City of Elgin Web Site, Interactive Voice Response (IVR) systems, and
planned kiosks allow the City to provide a government "without doors, walls or clocks."
Geographic Information System (GIS)
The GIS initiative focuses on the geographic features and development of the City's land. This
initiative allows this data to become readily available for use internally within the City, but more
importantly. allow constituents to access some data via the Web, again providing a 24-hour
operation. GIS allows data to be mined from the HTE databases and displayed geographically for
a more intuitive decision making process.
Equipment Replacement Schedule
The equipment replacement initiative focuses on the modernization of aging hardware systems.
The majority of hardware maintenance and repair costs come after the fourth year of usage. and
the rapid development of PC and printer technology causes early obsolescence of equipment. A
replacement cycle of four years saves the expense of maintaining technologically obsolete
equipment and keeps the user community current in functionality.
Convergence of Data/Voice/Video Network (Voice over IP)
The Voice over IP initiative is looking for strategies to integrate disparate networking
technologies over a single common network infrastructure. The process is to examine the
existing and separate data, voice, and video network infrastructures and determining the most
efficient ways of bringing these together. The fact that every major networking vendor has
announced plans for IP telephony solutions leads to the conclusion that the convergence of data,
voice, and video networks is inevitable.
Electronic Report Management and Archival Storage
Electronic management of reports and long term optical storage of documents makes access and
storage of information much more efficient and cost effective providing extra savings in printing,
paper and other office supplies. This initiative focuses on making the storage and retrieval
process as simple as possible while staying with state guidelines for document retention.
IS Systems Security
Information is a valuable asset to any organization. It is an asset that must be readily accessible to
those who use the information. To maintain integrity, information must be safeguarded and
protected from inappropriate use or modification. Information that is confidential or sensitive
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must be accessible by only those who have a legitimate need and right to know. Information
must be carefully safeguarded through clearly defined roles and responsibilities and well founded
risk management procedures that do not unduly restrict access and incorporate careful disaster
recovery planning. This initiative will establish an annual security audit, investigate the use of
Bio-Metric security systems and centralized "single-sign-on" password management.
IS Infrastructure
infrastructure improvement is the most critical of the initiatives. IS infrastructure improvements
allow all of the above to happen in an up-to-date, robust and secure IS processing environment.
The infrastructure investments are also key to the successful implementation and operation of all
new software and hardware technology and the success of new internal department systems and
the City's "e-Government" transactions with constituents and businesses.
Wireless Data and Mobile Computing
Wireless communication enables people to communicate and connect with enterprise resources
virtually anywhere, anytime. The City's long range strategic direction for wireless
communications is to expand the use of mobile data and to integrate mobile computing into
standard applications. This will involve making wireless services available either through
commercial vendors or City owned facilities to support handheld computers, "smart devices,"and
notebook computers.
Details of the MIS Technology Initiatives
E-Government Initiatives and Planned Enhancements
The City's "e-Government" initiatives comprise a multi-faceted strategy with a single-minded
goal: utilize the benefits of emerging technologies to extend and expand the ability of government
to provide information and services to residents, businesses, civic groups and other interested
parties. E-Government projects significantly enhance the availability of City information and/or
services to a broad segment of the public through information technologies that require limited
staff intervention. A prime consideration in the development of the overall strategy was to ensure
inclusion of all City residents, whether or not they have a PC and modem. The City's overall
strategy has been to address the "Digital Divide" issue from the outset by offering public access
through more than a single vehicle. Another fundamental strategy was to use these promising
technologies to effect a transformation in the way the City conducts business. Rather than just
provide static information, a clear goal was set to ensure that each of the technology platforms
allowed for business transaction functionality. This functionality includes the ability to pay bills
and other fees, apply for permits and licenses, request service, and access enterprise databases as
appropriate. The ultimate goal was not to just provide a front-end to the way the City currently
conducts business, but to integrate technology as part of the business process. The three
technology platforms comprising the City's e-Government initiative are:
The City of Elgin Web Site that provides information to the public worldwide through the
Internet and the World Wide Web.
Interactive Voice Response(IVR) applications that permit telephone callers to select
information and services from audio menus via a touch-tone telephone.
Interactive Kiosks that use multimedia(audio, video, graphics and text)touch screen
technology to provide information at times and locations convenient to the public.
The overall goal for the e-Government projects is to provide the public with responsive and
flexible alternatives for obtaining information and services and to allow residents to conduct
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business with the City at their convenience. The fundamental premise is to build a"government
without walls, doors, or clocks." While these projects are intended to leverage current staff
resources rather than replace them, the immediate and long-term prospect for the application of
information technology in the area of e-Government is to limit the increase in staff needed to
service a steadily growing population. In general, the objectives of e-Government projects are to:
Improve the responsiveness of City Government to requests for information and services by its
citizens, businesses, and the general public.
Reduce the burden of compliance with laws and regulations by providing alternatives to
traditional service windows and mail-in forms that typically require the citizen to stand in line or
wait for a reply.
Increase the dissemination of ilfbrmation about Elgin. its government, and its business and
employment opportunities to the public, both at home and around the world.
Enhance operational efficiency by leveraging current staff resources through the application of
proven information technologies.
Extend the availability of it formation and services beyond the normal hours of operation and to
nontraditional locations.
Enhance the City's competitive position relative to other jurisdictions in providing a superior
quality of life for its citizens.
City of Elgin Web Site
The City's web site is undergoing a complete redesign effort. A content management system is
being added to allow individual departments to quickly and easily update their web pages to keep
content fresh and current. The web site will have a new look and new navigation tools to make it
easier and more friendly for the general public to use. New e-Government services are being
added to the web site:
Look up and pay bills online
Schedule and cancel inspection requests via the web
Access and submit building and other permit applications online
Register and pay for classes sponsored by the Parks and Recreation Department
Purchase Hemmens Auditorium tickets
Communicate with or report problems to City Departments
Request and Download employment applications and other City forms and documents
Interactive Voice Response(IVR)
The City's Interactive Voice Response (iVR) system will allow residents to access information
and conduct business anywhere there is a telephone. There is no need for special equipment and
no need to drive to the City Hall. The system will start with a 4-line capacity which can be easily
expanded to ensure access.
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Planned IVR Applications:
General Information about the city, community activities, meetings and events.
Frequently asked questions about Elgin, government services, community activities, meetings and
events.
FAX-on-Demand of numerous documents now manually copied and mailed.
Utility Billing System: Will allow water customers to retrieve their billing information and make
payments.
Parks& Recreation System: Will allow customers to hear a list of current classes and activities,
to find out if there are roster openings and to register and pay for the activity.
Hemmens Auditorium: Will allow customers to hear a schedule of events and make ticket
purchases.
Inspection Requests: Schedules/cancels requests for building inspections the following day
Permit/Plan/Inspection Status Inquiry: Queries a mainframe database by permit number
Administrative Hearing Information Line: Information and procedures for administrative
adjudication, as well as payment of traffic tickets.
Interactive Kiosks
The City's kiosk project will have interactive kiosks located at the Police Department and the
City Hall lobby and eventually other locations, each kiosk will contain the following features:
Touch screen activation
Audio
Full Motion Video
Color Graphics
Still Pictures/Photographs
Laser Printer
Information "story pages"
Interactive Transactions
User Survey
"How do 1...", Index and Help
The system will use the above features, along with a user-friendly and simple kiosk interface to
provide information for all City Departments and City Services, plus limited internet access to a
few regional agencies such as:
Gail Borden Library Catalog
METRA Rail
PACE Bus
Illinois Secretary of State
As with each of the Public Access platforms. the kiosk is designed to incorporate business
transaction functionality as a key component. The goal is for a City resident to be able to walk
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away from the kiosk with something tangible to show: their water bill paid, a traffic ticket paid, a
job application, a renewed contractor's registration, et cetera. Public Access kiosks are now in
use in many Cities and Counties throughout the US. Fairfax County Virginia has been using
kiosks for several years now. The State of Pennsylvania has kiosks in Philadelphia and
Pittsburgh and is in process of expanding the kiosk project.
Return on Investment:
Savings to citizens and businesses resulting from reductions in the travel and time costs
associated with conducting business with the City and/or complying with laws and
regulations. The cumulative impact of these costs on the citizenry is profound, especially on
those living furthest from the points of service provision. Increased satisfaction with government
services and the attractiveness of the City of Elgin to prospective businesses and residents.
Constituents have quicker access to a wide variety of City information and services. Each
information inquiry or business transaction fulfilled by the Internet saves valuable resources(such
as the need for less City staff time and reductions in mailing costs). These resources are either
saved or devoted to other important services and functions.
Geographic Information System (GIS) Initiatives and Planned Enhancements
The City is now reaping the benefits of its Geographic Information Systems(GIS) planning and
investment. Over the next few years these benefits will be dramatically increased, as more and
more City operations integrate GIS into their business processes and realize both improvements
in service quality and administrative efficiency. Since the initial analysis and planning began 7
years ago, the City has progressively implemented GIS programs, followed by City-wide
programs that have added massive amounts of data to the GIS data warehouse for Cook and Kane
County parcels. FY 2000 saw the completion of the data collection and conversion project with
the completion of Cook County parcels and aerial photography.
The GIS now has information and aerial photos on all parcels within the City of Elgin and the
outer project boundary area. Currently, the GIS data warehouse consists of over 10 Gigabytes
(GB)of data, including digital aerial imagery of the entire city. The GIS coordinator makes the
entire GIS data warehouse available through the City's Wide Area Network for City staff. The
vector data enables linkage of City data to the GIS. The vector data comprise thousands of data
elements in multiple layers of geographic information. The vector data consists of property data
for all addresses, parcels, subdivisions, and zoning districts, planimetric data includes contour
lines, streets and roads, water ways, and thematic information like school locations, public areas
and fire response zones, and police beat areas. Because approximately 80-90 percent of the data
used and maintained by the City is about a specific location (or locations)within the boundaries
of the City, all of these data can be linked to the GIS enabling spatial and graphic analysis of what
has previously been difficult to visualize and spatially analyze numbers. For instance, a parcel
can be located, along with its address, subdivision, zoning classification, elevation (from contour
lines), nearby waterways, school locations and fire response area. All with only one query.
Because the parcels can be linked to other City data, information from other crucial databases like
the utility billing and accounts receivable or the code enforcement system can also be retrieved in
the same query.
Over the Next Five Years
The emphasis over the next five years will be on data quality, system reliability, connectivity, and
project coordination between departments as well as implementation of new GIS integrated
applications. These aspects are crucial to implementing GIS as a data"utility" across the system
so that users at any of the City's offices can "turn on" their GIS "data tap" and have all of the data
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they need available to them immediately. Data quality is a paramount issue. The GIS Staff have
worked diligently over the past several years doing data checks and verifications as part of
building the data warehouse. Having high quality and high accuracy data is crucial for GIS users
who will be making decisions based on those data. While the parcel and zoning data will be kept
up-to-date daily, ensuring fresh data, the aerial imagery and planimetric features cannot be. Thus.
those data will become unreliable and aged, without a specific refresh program in place. The MIS
Department has planned a regular update process that will ensure that each component of the (uS
data warehouse meets the data freshness requirements for City operations. Each year updated
parcel in|bnnatinnond. when available, new aerial photos are purchased from Kane County and
from Cook County.
City ordinance requires contractors to submit all new subdivision plans in a format usable by the
GIS System. This assures that the City GIS data never becomes so out of date that it is unusable.
System reliability is becoming an increasingly crucial issue as more users integrate GIS into their
daily operations. To ensure that GIS is available to them, the MIS Department has set up
redundant data sources and backup and recovery systems for data security.
System connectivity is essential to thorough integration of GIS into City operations. It involves
establishing robust, reliable and preferably real-time links between the GIS data warehouse and
other vital City databases like HTE Land Management and others. GIS staff will be working
closely with other City Departments like the Water Department and the Planning Department to
coordinate integration between the GIS data warehouse and their operations.
Finally, GIS staff will also design and implement specific GIS applications to enable users to
more easily do the spaial analysis and querying they need to do with the GIS data. These
applications will not only decrease the time necessary to do the queries, but it will increase the
number of staff that can use the data since the applications will be designed specifically for their
operations. A planned upgrade to the latest ESRI system "ARC/GIS- will provide additional
functionality and ease of use to the system. Also planned is a system to make some of the GIS
data available over the Internet. for both City Staff access and public access.
Return on Investment:
Increased overall productivity, reduced staff time. and reduced production costs when working
with geographic land based data. Examples of this are:
Substantial savings are being realized in the Public Works Department through the use of GIS.
They are using the street centerline vector data to optimize the routing of the City's snow clearing
and removal operations, leaf pickup routes and for resident notifications within a particular
neighborhood.
The Fire Department has been making substantial use of GIS and is experiencing
significant savings. For instance, in identifying the five-minute response time areas for stations—
a factor crucial to establishing response areas that are within response time limits and for
identifying fire hydrant locations.
The Police Department is now using GIS to assist in crime analysis and response. The GIS is
enabling them to identify spatial patterns in crime and correlate with the location of known
felons to more quickly solve crimes.
Many other CiDepartments are also benefiting from GIS and will benefit more as the system
matures and becomes more easily accessed and end user friendly.
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Equipment Replacement Initiatives and Planned Enhancements
Implemented in 1998 the equipment replacement initiative focuses on the modernization of aging
hardware systems. The PC hardware inventory consists of 380 Desktop PCs and 35 notebook
computers. Theprin|crinvcnturyounsiytao[h5netvvorkedlwserprio/co. We are adding
additional desktop PCs, notebooks and printers every year. There are also 10 Intel based network
servers and one /\8/400 mainframe system. To the typical computer system user,the most
critical component of the entire system is their local desktop PC. As a computer system ages
malfunctions become more common. The mjority of hardware maintenance and repair costs
come after the fourth year of usage, and the rapid development of PC and printer technology
causes early obsolescence of equipment. When a user's PC is broken, to that user, it is as if the
entire system is broken. A replacement cycle of four years saves the expense of maintaining
technologically obsolete equipment and keeps the user community current in functionality. This
replacement program also insures that the users have enough power in their desktop systems to
run the processor and memory hungry software applications being sold today.
Return on Investment:
Lower total cosof ownership of equipment. Less downtime and lost productivity caused by
hardware malfunctions. Less MIS staff time spent repairing hardware, more MIS staff time spent
working with the users.
Voice over IP Telecommunications Initiatives and Planned Enhancements
Telecommunications technology is an essential mechanism in the City government's ability to
support its business mission. The City has approached a decision point on the future direction
of its telecommunications services, influenced by several mjor factors: the need to replace
or renew the Ameritech Centrex service agreement. a need to upgrade the old voice-mail system
and new requirements to achieve productivity and cost savings through deployment of telephony
applications such as integration of voice. pager, and e-mail messaging, wireless communications.
integrated voice/data nclworks, secure and reliable Internet access(which uupportc-govcounent,
Tele-Works and other work place productivity initiatives).
The current Centrex system provides telecommunications services to 25 offices and facilities.
The mix of City service facilities such as fire stations, recreation center, parks maintenance
offices, Police Department, CityHaU, undoUhxrronotehaoi|itiea requires a broad range of
products and communications services. At the same timethe telecommunications industry has
exploded with new technologies, product offerings, and opportunities to bundle heretofore
separately provided services due to increased market competition created by the
Telecommunications Act of 1996. City assets like the fiber-optic Institutional Network (Elginet)
provide an opportunity to install a high quality city owned and supported Customer Premise
based Equipment, integrated voice/video/data network. This strategy will provide the most
return on investment over the long run.
IP Communications is the combination of voice, data, video, wireless, and multimedia
applications into an integrated enterprise infrastructure based on circuit-switched and TCP/ IP
technologies and protools. It is the next generation of networking technology that is capable of
handling all types of traffic and delivers more services than were available with separate voice
and data netorks along with improved existing telephone services. IP Communications take
advantage of the high voice quality technology found in voice networks and the ubiquitous nature
of TCP/ IP protou|a in enterprise networks. It also offers efficient use of bandwidth by having
voice and data share the same connections. Savings are realized from having only one network
with fewer devices to manage, and the existing investment is maximized by not requiring the
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replacement of legacy equipment. Plus, an IP Communications network offers applications that
weren't possible a few years ago—such as integrated contact centers and unified communications
—and creates opportunities to develop new business and improve customer relationship
management (CRM). The most strategic advantage of IP Communications is that it is an open
system protocol that replaces the existing proprietary systems. Its openness and enhanced
functionality makes it possible to have new ways to reach customers, new business processes. and
new ways to handle and present corporate information. The business advantages of IP
Communications are strengthened further by the multimedia applications that are possible
because of having the capability to support data, voice, and video in one network. The extensive
application set includes multimedia contact center solutions, unified communications, the
complete integration of mobility, and teleworking. An enterprise-wide directory(that includes
branch offices)— based on LDAP— is also possible. These are applications thaseparate data or
voice-only networks can't provide.
Return on Investment:
This project will enable the City to make strategic investment decisions regarding the
acquisition. use and management of communications related technology and services in
line with City strategic directions and technology initiatives, ultimately enabling productivit)
and service enhancements throughout all agencies. It is anticipacd that a comprehensive
approach will yield significant cost savings on dial tone costs, local toll calling, system
maintenance, and business productivity. Savings of more than $175,000 per year are projected
from the elimination of the Ameritech Centrex service. Further this approach should yield a
means of redirecting scarce IS staff resources to applying technology anchored by a sound
telecommunications architecture.
Information and Knowledge Management Initiatives and Planned Enhancements
Electronic managenient of reports and long term optical storage of documeiits makes access and
storage of information much more efficient and cost effective providing extra savings in printing.
paper and other office supplies. This initiative focuses on making the storage and retrieval
process as simple as possible while staying with state guidelines for document retention.
Redwood Software's Report2 Web system was installed in 2001. This system serves up reports
over a simple web browser interface. Currently all police reports are being distributed over this
system. New reports are being added each month. The monthly budget reports were recently
made available. Planned additions to this system include all water utility reports, payroll reports,
accounting reports. and other documents as req nested by departments. In addition to report
distribution, on-line fillable forms are also being introduced. This initiative will eliminate the
necessity of having preprinted forms or of even printing forms at all. Forms can be completed on
line and routed to the appropriate City Staff for processing and saved to the document
management system for permanent storage. The permanent storage facility being introduced is a
CD-ROM juke box system that will store hundreds of Gigabytes (GB) of documents on
replaceable CD platters. When a platter is full it can be removed from the cabinet, saved in a
vault and reloaded if a document on that disk is ever needed again. An archival, retrieval
software index keeps track of were each document is within the document management system.
Return on Investment:
Reduced paper storage and associated costs. Reduced paper usage tr reproduction of stored
records. Increased productivity in retrieving stored records. enhanced customer service,
quicker distribution of reports. These are just a feu of the returns provided by the information
and knowledge management initiative.
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IS System Security Initiatives
System security is of vital importance for the protection of information and equipment. To
maintain integrity, information must be safeguarded and protected from inappropriate use or
modification. Information that is confidential or sensitive must be accessible by only those who
have a legitimate need and right to know. Access must be provided in a manner that does not
unduly burden the system users or impede productivity. The system security initiative involves
creating new security policies, clearly outlining responsibilities and accountabilities between
system administrators and system users. A contract for an annual security audit will be made
with a reputable firm, possibly as part of the City's annual financial audit,to review the city
systems for security holes or lax practices. Bio-Metric authentication will be evaluated as a
replacement for typed passwords to grant secure access to the system. Bio-Metrics involves
recognizing and identifying a person based on physiological or behavioral characteristics. Such
traits can include fingerprints, facial features, iris shape, retina shape, speech, handwriting, hand
geometry, keystroke order,and even wrist veins. Biometrics can be utilized to prevent
unauthorized access to ATMs, smart cards, desktop PCs, workstations, cellular phones, home
security systems, door locks and computer networks... the list is truly endless. The most
appealing type of Bio-Metrics currently on the market is finger print recognition using a small
scanner attached to the PC. Also to be evaluated is a Single sign-on password & authentication
management software used in conjunction with the Bio-Metrics system to allow access to all
authorized system or data elements with a single point of system entry.
Return on Investment:
This will eliminate the need for system users to maintain and remember several different user IDs
and passwords, increasing user satisfaction and boosting user productivity. It will also eliminate
the support calls to the MIS help desk for forgotten passwords. The main return on investment
though is primarily intangible, increased data and system security. A strong security system will
greatly reduce the likely hood of the IS system or data being tampered with or destroyed by a
criminal hacker, saving countless hours and cost to rebuild the systems or restore the data.
IS Infrastructure Initiatives and Planned Enhancements
Based on strategic directions established for FY 2002 which focus on improving staff and citizen
access to City services and information through the efficient and cost-effective use of information
technology, one of the key focuses for Information Systems (IS)funding this year provides
for a major emphasis on enterprise infrastructure improvements. This strategic infrastructure
focus will support IS initiatives including expansion of the fiber optic cable system, upgrading of
enterprise data routers, switches and hubs, e-Government initiatives, and newer enterprise
business systems using client/server and Web-enabling architectures such as the workflow and
imaging systems. In supporting emerging technologies and the City's strategic business
direction,the Management Information Systems Department(MIS) is faced with the constant
challenge of meeting customer driven business requirements with a technical architecture that is
robust, flexible, secure and cost-effective. This challenge requires strategic planning focused on
initiatives that will integrate innovative and traditional technologies, and minimize the cost and
risk associated with IS investments, while maximizing customer satisfaction and return on
investment for IS projects.
IS architectural planning will implement best business practices and set a clear direction for the
future acquisition and deployment of IS throughout the City. IS foundation architectures
involved in the delivery of services and information include infrastructure components such as
databases, enterprise-level servers, and network cabling and communications equipment and
associated system management tools that meet the requirements of portability, interoperability,
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and maintainability to support today's mission critical systems and tomorrow's evolving business
requirements. Therefore,the IS plan includes several infrastructure initiatives that provide a
strategic, open yet secure platform essential to support all the initiatives in the IS Plan and protect
investments the City has already made:
Fiber Optic Cable Expansion
To meet complex end user needs, bandwidth intensive technologies and database applications
continue to be adopted in departments throughout the City. A key requirement to the successful
implementation of new applications, client/server systems, and imaging and workflow
technologies is an enterprise network that provides the bandwidth, speed and flexibility, which
these systems demand.
The network modernization project will focus on increasing bandwidth and adding redundancy
to eliminate single points of failure, and improving remote customer access to data and services
which are centralized in nature. Measured, cost-effective investments in the Elginet Fiber
Network will also position the City to take full advantage of telephony-based technologies (voice
over Internet Protocol [IP] networks, Virtual Private Networks [VPN] and speech recognition
systems)that will further enhance citizen access to government services. The goals of the Fiber
Optic Expansion Program are to construct a City-wide Enterprise Network with sufficient
bandwidth to be transparent to user applications, employ cost-effective redundancy. and provide
network management suitable to proactively detect and correct potential problems prior to any
outages.
The Fiber Optic Expansion Initiative provides for:
New fiber being added from the City Hall to Slade Ave Water Meter Shop, Riverside Water
Treatment Plant, Fire Station 2, Wing Park and the New Public Works facility, Lords Park, Bluff
City Cemetery, Sports Complex and Highlands Golf Course. Bandwidth upgrades of the Wide
Area Network(WAN) to 1000 Mbps(known as Gigabit), and Upgrade building cabling to
Category 5 enhanced 10/100 Mbps where needed.
Return on Investment:
Each of the major components of the network modernization project, i.e., expanded high-speed
backbone, new workgroup switches, recabling, and the expansion of the WAN, is designed to
improve access to critical information. The return on the City's investment in this project will be
significant, in both cost avoidance and non-quantifiable benefits. The most notable return on this
system enhancement will be in the service to constituents and City department staff. The benefits
of an upgraded high-speed network infrastructure include., Reduced operational and maintenance
costs through the implementation of newer and upgraded communication technologies and
increased availability of replacement parts. Improved reliability and increased capacity to support
ongoing and future application enhancements, and provide improved and faster flow of
information among and between City agencies. Improved service levels to the public by
empowering the City with the capability to more quickly find and provide information to fulfill
City citizen requests. Increased public satisfaction with government services and increased
attractiveness of City to prospective businesses and residents by fulfilling constituent inquiries or
business transactions through a high-speed network, saving valuable private and corporate
resources. The completion of the fiber backbone will also provide the City with a potential
revenue source in leasing access to this high speed cross town fiber network to commercial
communications carriers for resale to business and residents.
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PAILEnterprise Data Routers,Switches and Hubs
This project provides K/runuruding the Enterprise Data Routers, Switches and Hubs that will
ensure and protect City's investment in technology infrastructure. These routers provide the
connectivity needed to include all City facilities in the Wide Area Network. This inidcdivcp/iU
respond to new Information Technology kcnd� increase processing capaciand access, improve
reliability, availability and performance.
A new high speed central switch will he installed at the CityHall. Each remote building will
have a smaller high speed switch thawill be connected to the central switch via the Fiber optic
cable. Very hid speed traffic will flow between facilities, up to 1000 Mega Bits per second.
Each local building network will run at a 100Mbps speed. This will reduce bottlenecks at the
routers and servers adding to the overall increase in performanceund data traffic management.
Return on Investment:
This pject will increase computer response times, decrease the number of downed computer
systems, and address the problems with the current demand for storage. Staff waiting time on
log-ins, data retrievals. etc. will be reduced.
Wireless Data and Mobile Computing
Elgin's Police Department uses Mobile Data Terminals(MDTs). These terminals are vehicle-
mounted devices that allow field personnel to exchange information with the City's Computer
Aided Dispatch System. The City has successfully demonstrated the use of laptop computers for
implementation in police, Fire and utility vehicles that would replace traditional MDT units. The
Police and Fire Departments are conducting a successful test of connecting to the City's data
network through a wireless network. The Fire Department completed a successful pilot pjcul
using laptop computers for mobile data and is currently procuring software and laptops for all fire
apparatus. The Code Enforcement Department is evaluating a wireless hand held device to
connect to the City's main database system for inspections to allow remote real time access.
Wireless communication enables people to communicate and connect with enterprise resources
virtually anywhere, anytime. The City's long range strategic direction for wireless
communications is to expand the use of mobile data and to integrate mobile computirliz into
applications. This will involve making private wireless services available to I.S. customers to
support handhdd computers, smart devices." and notebook computers.
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V. 5 Year Financial Plan for MIS
Funding for the City IS System is provided through three different funds. Regular MIS
Department operations, including such things as personnel costs, consumable supplies,
professional services, and training is provided through the General Fund, MIS Department 010-
2101-718.xx-xx. Annual maintenance and vendor support for hardware and software is in the
Equipment Replacement Fund, Office Equipment Maintenance, 601-4800-796.40-06. MIS
Capital Projects are funded through the Riverboat Fund Capital Project, 275-0000-791.92-50.
The MIS Strategic Initiatives detailed in the previous section are budgeted in the Riverboat Fund
as capital projects. The 2002-2006 Financial Plan includes the following initiatives:
Initiative
2002 2003 2004 2005 2006
E-Government
Internet[lost Management/E-Commerce Services $110.000 $50.000 $50,000 550.000 550.000
Public Access Kiosks 12.000 12.000
Equipment Replacement Schedule
AS/400 Sy stem $71.000 71.000
Desktop PC Systems 5 85.000 85.000 89.000 89.000 89.000
Notebook PC Systems $ 10.000 10.000 10,000 10.000 10.000
Printers $ 10.000 15.000 15,000 15.000 15.000
Electronic Report Management and Archival Storage
Optical Library Data Server 15.000
IS Infrastructure
Network Routers/Switchesillubs 180,000
EIginet Fiber Optic Network* 5100,000 351,000
('onvergence ql Data ('nice I'ileo Network(1'nice over IP/* 350,000
Geographic Information System(GIS) $35.000 35.000 35,000 35.000 35.000
(GIS is funded from the Riverboat Fund$14250
( from Equipment Replacement Fund$14250
(MIS Department Professional Services 5 6.500)
IS System Security
Bio-Aletric•2004.1'ew Initiative* 55,00((
Single Sign-On 2004 New Initiative* 15.000
Security Audit to he Hauled hi•
MIS Department Professional Services* 9.500 9,500 9.500
*New initiatives not previously budgeted or included in the five year financial plan.
Additional details on the funding sources and amounts for the MIS Department operations and the
MIS Capital Projects can be found in the City of Elgin 2002-2006 Financial Plan and the City of
Elgin 2002 Detail Budget Book.
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VI. Conclusion
The City has before it many opportunities and challenges in improving staff productivity,
customer service, and citizen access to government through the use of technology. But the City
must not let the technology itself become the end or the goal. The application of technology to a
process must be guided by principle. In addition to the MIS Department's Mission and Goals,
City of Elgin Information Systems projects and processes are guided by these ten fundamental
principles:
Ten Fundamental Principles of Information Systems Management
1. Our ultimate goal is to provide citizens, the business community, and City employees with
timely,convenient access to appropriate information and services through the use of technology.
2. Business needs drive information technology solutions. Strategic partnerships will be
established between the customer and City so that the benefits of IS are leveraged to maximize
the productivity of City employees and improve customer services.
3. Evaluate business processes for redesign opportunities before automating them. Use new
technologies to make new business methods a reality. Exploit functional commonality across
organizational boundaries.
4. Manage Information Technology as an investment.
Annually allocate funds sufficient to cover replacement systems and equipment before life-
cycle end. Address project and infrastructure requirements through a multi-year planning and
funding strategy. This approach will help focus investments toward the future rather than the
present or past.
Invest in education and training to ensure the technical staffs in central IS and user agencies
understand and can apply current and future technologies.
5. Implement contemporary. but proven, technologies. The City will stay abreast of emerging
trends through an ongoing program of technology evaluation. New technologies often will be
introduced through pilot projects where both the automation and its business benefits and costs
can be evaluated prior to any full-scale adoption.
6. Hardware and software will adhere to open (vendor-independent) standards and minimize
proprietary solutions. This approach will promote flexibility, inter-operability, cost effectiveness,
and mitigate the risk of dependence on individual vendors.
7. Manage the enterprise network as a fundamental building block of the City's IS architecture.
The network will connect modern workstations and servers; will provide both internal and
external connectivity; will be flexible, expandable, and maintainable; be fully integrated using
open standards and capable of providing for the free movement of data, graphics, image. video.
and voice. Quality and Innovative Information Technology Solutions
8. Approach IS undertakings as a partnership of central management and agencies providing for a
combination of centralized and distributed implementation. Combine the responsibility and
knowledge of central management, departmental staff. as well as outside vendor support, within a
consistent framework of City IS standards. Establish strategic cooperative arrangements with
public and private enterprises to extend limited resources.
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9. Emphasize the purchase and integration of top quality, commercial-off-the-shelf(COTS)
software -- with minimal customization --to speed the delivery of new business applications.
This will require redesigning some existing work processes to be compatible with off-the-shelf
software packages. Utilize modern, efficient methods and laborsaving tools in a cooperative
application development environment. A repository for common information objects (e.g.,
databases, files, records, methods, application inventories) will be created, shared and reused.
10. Capture data once in order to avoid cost, duplication of effort and potential for error and share
the data whenever possible. Establish and use common data and common databases to the fullest
extent. A data administration function will be responsible for establishing and enforcing data
policy, data sharing and access, data standardization, data quality, identification and consistent
use of key corporate identifiers.
VII. Glossary
56K Line: A digital data service leased line from Ameritech. It transmits data at approximately 56,000
bits per second.
Ad-hoc Query: An ad-hoc(or"spontaneous")query is a query that can be written by the end user on the
fly or as needed. The query may or may not be saved for future use depending on the need of the user.
AS/400 Midrange Computer System: The AS/400-formally renamed the "eServer iSeries/400,"but
still commonly known as AS/400- is a middle-size server designed for small businesses and departments
in large enterprises and now redesigned so that it will work well in distributed networks with Web
applications. The AS/400 uses a microprocessor with a reduced instruction set computer technology. Its
operating system is called the OS/400. The AS/400,one of IBM's greatest success stories, is widely
installed in large enterprises at the department level, in small corporations, in government agencies,and in
almost every industry segment. It succeeded another highly popular product,the System/36 and was itself
based on a later, more sophisticated product,the System/38. AS/400 customers can choose from thousands
of applications that have already been written and many have been "Web-enabled." IBM points to the
AS/400's"uptime" of 99.9%.
Bandwidth: (the width of a band of electromagnetic frequencies) is used to mean(1)how fast data flows
on a given transmission path, and(2), somewhat more technically,the width of the range of frequencies
that an electronic signal occupies on a given transmission medium. Any digital or analog signal has a
bandwidth. Generally speaking,bandwidth is directly proportional to the amount of data transmitted or
received per unit time. In a qualitative sense,bandwidth is proportional to the complexity of the data for a
given level of system performance. For example, it takes more bandwidth to download a photograph in one
second than it takes to download a page of text in one second. Large sound files, computer programs, and
animated videos require still more bandwidth.
Cat5 Cable: Twisted-pair cable and the Electronic Industries Association/Telecommunications
Industries Association (EIA/TIA)cable categories. Standard 568 is one of several standards that specify
"categories"(the singular is commonly referred to as "CAT")of twisted pair cabling systems(wires,
junctions, and connectors) in terms of the data rates that they can sustain. The specifications describe the
cable material as well as the types of connectors and junction blocks to be used in order to conform to a
category. Category 5 is an 8 wire twisted pair copper wire with an RJ45 connector rated at 100 MHZ for
300 meters distance.
Dial-up Access: Dial-up pertains to a telephone connection in a system of many lines shared by many
users. A dial-up connection is established and maintained for a limited time duration. The alternative is a
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dedicated connection,which is continuously in place. Dial-up lines are sometimes called switched lines and
dedicated lines are called nonswitched lines. A dedicated line is often a leased line that is rented from a
telephone company. A dial-up connection can be initiated manually or automatically by your computer's
modem or other device.
Dumb Terminals: A "Dumb"terminal is a CRT(Screen),a Keyboard and sometimes a light-pen and/or
barcode scanner. It cannot do any processing or storage of data, it can only display information retrieved
from the host system,thus the name"Dumb".
E-Business: Electronic Business. Business transactions conducted via the internet or sometimes via an
interactive voice response system.
Elginet Fiber Network: A fiber optic network constructed in 1994/1995 by Jones Intercable and given to
the City for use by an intergovernmental group consisting of the City, School District U46, Elgin
Community College, and the Gail Borden Library District.
Ethernet/ Fast Ethernet: Fast Ethernet is a local area network(LAN)transmission standard that provides
a data rate of 100 megabits per second(referred to as"100BASE-T").
Fiber Optics: Fiber Optic cable transmits data by sending laser light through filaments of glass fiber:this
distinguishes them from traditional networks, which transmit electrical signals along copper wires.
Although optical hardware and transmission media are more expensive,they can handle far higher capacity
loads at significantly faster speeds.
Hubs: a hub is the central part of a wheel where the spokes come together. The term is familiar to frequent
fliers who travel through airport"hubs"to make connecting flights from one point to another. In data
communications, a hub is a place of convergence where data arrives from one or more directions and is
forwarded out in one or more other directions.
Internet: The Internet, sometimes called simply "the Net," is a worldwide system of computer networks-a
network of networks in which users at any one computer can, if they have permission,get information from
any other computer(and sometimes talk directly to users at other computers). It was conceived by the
Advanced Research Projects Agency(ARPA)of the U.S.government in 1969 and was first known as the
ARPANET.
Kiosks: In information technology,a kiosk(pronounced KEE-ahsk) is a small physical structure(often
including a computer and a display screen)that displays information for people walking by. Kiosks are
common near the entrances of shopping malls in North America where they provide shoppers with
directions. More sophisticated kiosks let users interact and include touch screens, sound,and motion video.
A number of companies specialize in creating multimedia kiosks.
Kb/s: Kbps stands for thousands of hits per second and is a measure of bandwidth(the total information
flow over a given time)on a telecommunications medium. Depending on the medium and the transmission
method, bandwidth is also sometimes measured in the Mbps(millions of bits or kilobits per second)range
or the Gbps(billions of bits or gigabits per second)range.
LAN: Local Area Network(LAN) is a group of computers and associated devices that share a common
communications line and typically share the resources of a single processor or server within a small
geographic area(for example, within an office building). Usually,the server has applications and data
storage that are shared in common by multiple computer users. A local area network may serve as few as
two or three users(for example, in a home network)or many as thousands of users(for example, in a Fast
Ethernet network).
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Mb/s: Mbps stands for millions(Oils per second or megabits per second and is a measure of bandwidth
(the total information flow over a given time)on a telecommunications medium. Depending on the medium
and the transmission method, bandwidth is also sometimes measured in the Kbps(thousands of bits or
kilobits per second)range or the Gbps(billions of bits or gigabits per second)range.
Modems: A modem modulates outgoing digital signals from a computer or other digital device to analog
signals for a conventional copper twisted pair telephone line and demodulates the incoming analog signal
and converts it to a digital signal for the digital device.
Optical Storage: Optical media-such as the compact disk(CD)-are storage media that hold content in
digital form and that are written and read by a laserthese media include all the various CD and DVD
variations.as well as optical jukeboxes and autochangers. Optical media have a number of advantages over
mugncUc media such as the Hoppydisk. Optical disk capacity ranges up to 6 gigabytes: that's 6 billion
bytes compared to the 1.44 megabytes(MB)- |,440,000bytes'o[the floppy.One optical disk holds about
the equivalent of 500 floppies worth of data. Durability is another feature of optical media; they last up to
seven times as long as traditional storage media.
Routers: a router is a device or. in some cases, software in a computer, that determines the next network
point to which a packet should be forwarded toward its destination.The router is connected to at least two
networks and decides which way to send each information packet based on its current understanding of the
state of the networks it is connected to. A router is located at any gateway(where one network meets
another).
Switches: a switch is a network device that selects a path or circuit fOr sending a unit of data to its next
destination. A switch may also include the function of the rnutrr,a device or program that can determine
the route and specifically what adjacent network point the data should be sent to. in general,a switch is a
simpler and faster mechanism than a router, which requires knowledge about the network and how to
determine the route.
T| Line: A Digital Leased Line service from Ameritech. The T-carrier system, introduced by the Bell
System in the U.S. in the 1960s, was the first successful system that supported digitized voice transmission.
The original transmission rate(1.544 Mbps) in the T'\ line is in common use today in Internet service
provider(ISP)connections to the Internet,
TCP/1P: Transmission Control Protocol/Internet Protocol) is the basic communication language or
protocol of the Internet. It can also be used as a communications protocol in a private network(either an
intranet or an extranet). When you are set up with direct access to the Internet.your computer is provided
with a copy of the TCP/IP program just as every other computer that you may send messages to or get
information from also has a copy of TCP/IP.
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411K1URV
City of Elgin Agenda Item No.
41/ 00
p
L
DATE November 1, 2002 G
TO: Mayor and Members of the City Council
#9
FROM: Olufemi Folarin, Interim City Manager
CUSTOMER SERVICE
SUBJECT: MIS Strategic Master Plan
PURPOSE
The purpose of this memorandum is to provide the Mayor and
members of the City Council with information to approve the MIS
Strategic Master Plan.
BACKGROUND
The City is faced with major challenges and opportunities within
rft. the Information Services and Technology arena . These challenges
and opportunities are caused by heightened expectations of the
City' s constituents -citizens, the business community and
employees- to use technology to accomplish their daily tasks .
The MIS Strategic Master Plan summarizes the City' s underlying
principles for the management of its Information Systems (IS) ,
recent MIS accomplishments, the mission of the Management
Information System Department, trends and directions in the
Technology Industry, initiatives and strategic directions of the
City' s MIS System.
In 1995 the MIS Steering Committee was formed to assist the MIS
Director in setting priorities based on the City' s Five-Year
Financial Planning process and to assist in the budget process
for MIS capital projects . The MIS Department has since achieved
many significant accomplishments towards the goals and
objectives set by the MIS Committee. The goals and guiding
principles that were set by the MIS Committee are as follows :
1. Provide Convenient Access to Information and Services
2 . Provide a Reliable Communication and Network Infrastructure
3 . Deliver Timely and Effective Responses to Customer
Requirements
4 . Effectively Manage the City' s Information/Knowledge Assets
5 . Effectively Manage the City' s Technology Assets
6 . Provide Productivity Enhancing Tools and Training for City
Staff
rft- MIS Strategic Master Plan
October 18, 2002
Page 2
The MIS Department
The mission of the MIS Department is to manage the City' s
Information System in an effective and efficient manner, and to
provide the highest level of service and support to the
Information System users. Our ultimate goal is to provide our
customers -the employees, citizens, and businesses of the City
of Elgin- with timely, convenient access to appropriate
information and services and to improve productivity and
customer service through the use of technology.
The City' s technology architecture is a strategic asset that
defines the components necessary to support the operations of
the City and the infrastructure required for implementing new
systems in response to the changing needs of government
business. This Information System exists to support the work of
the City Staff. Information and communications services
permeate all facets of the City' s operations to the extent that
they have become "mission critical" for every City Department .
The mission and goals of the MIS Department are directly aligned
with the City' s Strategic Goals. The accomplishment of these
Strategic Goals is the driving force behind the technology
initiatives in this plan.
Strategic Directions and Initiatives
The six initiatives listed below all address different aspects
of the City's objective to provide effective, efficient,
customer-oriented access to data and services for internal City
Staff users and external agencies, citizens, and businesses.
These initiatives address the most critical emerging information
technologies identified in the Master Plan.
E-Government :
The E-Government initiative addresses the ability of the City to
use technology to become a 24-hour operation. The City of Elgin
Web Site, Interactive Voice Response (IVR) systems, and planned
kiosks allow the City to provide a government "without doors,
walls or clocks. "
r
MIS Strategic Master Plan
October 18, 2002
Page 3
Geographic Information System (GIS) :
The GIS initiative focuses on the geographic features and
development of the City' s land. This initiative allows this data
to become readily available for use internally within the City,
but more importantly, allow constituents to access some data via
the Web, again providing a 24-hour operation. GIS allows data
to be mined from the HTE databases and displayed geographically
for a more intuitive decision making process.
Equipment Replacement Schedule :
The equipment replacement initiative focuses on the
modernization of aging hardware systems . The majority of
hardware maintenance and repair costs come after the fourth year
of usage, and the rapid development of PC and printer technology
causes early obsolescence of equipment . A replacement cycle of
four years saves the expense of maintaining technologically
obsolete equipment and keeps the user community current in
functionality.
Convergence of Data/Voice/Video Network (Voice over IP) :
The Voice over IP initiative is looking for strategies to
integrate disparate networking technologies over a single common
network infrastructure. The process is to examine the existing
and separate data, voice, and video network infrastructures and
determining the most efficient ways of bringing these together.
The fact that every major networking vendor has announced plans
for IP telephony solutions leads to the conclusion that the
convergence of data, voice, and video networks is inevitable.
Electronic Report Management and Archival Storage :
Electronic management of reports and long term optical storage
of documents makes access and storage of information much more
efficient and cost effective providing extra savings in
printing, paper and other office supplies . This initiative
focuses on making the storage and retrieval process as simple as
possible while staying with state guidelines for document
retention.
r
. .
ra. MIS Strategic Master Plan
October 18, 2002
Page 4
IS Systems Security:
Information is a valuable asset to any organization. It is an
asset that must be readily accessible to those who use the
information. To maintain integrity, information must be
safeguarded and protected from inappropriate use or
modification. Information that is confidential or sensitive must
be accessible by only those who have a legitimate need and right
to know.
IS Infrastructure :
Infrastructure improvement is the most critical of the
initiatives . IS infrastructure improvements allow all of the
above to happen in an up-to-date, robust and secure IS
processing environment . The infrastructure investments are also
key to the successful implementation and operation of all new
software and hardware technology and the success of new internal
department systems and the City' s "e-Government" transactions
with constituents and businesses .
rWireless Data and Mobile Computing:
Wireless communication enables people to communicate and connect
with enterprise resources virtually anywhere, anytime. The
City' s long range strategic direction for wireless
communications is to expand the use of mobile data and to
integrate mobile computing into standard applications.
COMMUNITY GROUPS/INTERESTED PERSONS CONTACTED
Technology Action Team.
(1(fIL
FINANCIAL IMPACT
Funding for the City IS System is provided through three
different sources . Regular MIS Department operations, including
such things as personnel costs, consumable supplies,
professional services, and training is provided through the
General Fund, MIS Department 010-2101-718 .xx-xx. Annual
maintenance and vendor support for hardware and software is in
the Equipment Replacement Fund, Office Equipment Maintenance,
601-4800-796 .40-06 . MIS Capital Projects are funded through the
Riverboat Fund Capital Project, 275-0000-791 . 92-50 .
ew
MIS Strategic Master Plan
October 18, 2002
Page 5
The MIS Strategic Initiatives detailed in the previous section
are budgeted in the Riverboat Fund as capital projects.
The 2002-2006 Financial Plan includes the following initiatives :
Initiative
2002 2003 2004 2005 2006
E-Government
Internet Host Management/E-Commerce Services $110,000 $50,000 $50,000 $50,000 $50,000
Public Access Kiosks 12,000 12,000
Equipment Replacement Schedule
AS/400 System $71,000 71,000 71,000
Desktop PC Systems $85,000 85,000 89,000 89,000 89,000
Notebook PC Systems $ 10,000 10,000 10,000 10,000 10,000
Printers $ 10,000 15,000 15,000 15,000 15,000
Electronic Report Management and Archival Storage
Optical Library Data Server 15,000
IS Infrastructure
Network Routers/Switches/Hubs 180,000
Elginet Fiber Optic Network* $100,000 351,000
Convergence of Data/Voice/Video Network(Voice over IP)* 350,000
Geographic Information System(GIS) $35,000 35,000 35,000 35,000 35,000
(GIS is funded from the Riverboat Fund$14,250
( from Equipment Replacement Fund$14,250
(MIS Department Professional Services$ 6,500)
IS System Security
Bio-Metric 2004 New Initiative* 85,000
Single Sign-On 2004 New Initiative* 15,000
Security Audit to be funded by
MIS Department Professional Services* 9,500 9,500 9,500
LEGAL IMPACT
'f
None.
ALTERNATIVES
1 . Approve the MIS Strategic Master Plan.
2 . Approve the MIS Strategic Master Plan in part .
3 . Do not approve the MIS Strategic Master Plan.
rft. MIS Strategic Master Plan
October 18, 2002
Page 6
RECOMMENDATION
It is recommended that the City Council approve the MIS
Strategic Master Plan.
Respectfully submitted,
Olufem Fo aiin '
Interim i ' Mana•er
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Purpose
To ensure that the City's IS can meet the
challenge of providing reliable, effective and
efficient services, emphasis must be put on
projects that make our technical
infrastructure a strong foundation for IS
applications and services, allow City
government to communicate easily internally
and with the community, and allow easy,
secure access to City data and services.
Emphasis is also needed to ensure that IS
projects are managed consistently are cost
effective, and are aligned with City's strategic
goals.
Goals
Provide Convenient Access to Information and
Services
Provide a Reliable Communication and Network
Infrastructure
Deliver Timely and Effective Responses to
Customer Requirements
Effectively Manage the City's Technology,
Information, and Knowledge Assets
Provide Productivity Enhancing Tools and
Training for City Staff
Guiding
1. Our ultimate goal is to provide citizens, the business community,
and City employees with timely, convenient access to appropriate
information and services through the use of technology.
2. Business needs drive information technology solutions. Strategic
partnerships will be established between the customer and City so
that the benefits of IS are leveraged to maximize the productivity of
City employees and improve customer services.
3. Evaluate business processes for redesign opportunities before
automating them. Use new technologies to ma new business
methods a reality. Exploit functional commonality across
organizational boundaries.
Guiding Principles cont.
4. Manage Information Technology as an investment.
• Annually allocate funds sufficient to cover replacement systems and
equipment before life-cycle end. Address project and infrastructure
requirements through a multi-year planning and funding strategy.
This approach will help focus investments toward the future rather
than the present or past.
• Invest in education and training to ensure the technical staffs in
central IS and user agencies understand and can apply current and
future technologies.
5. Implement contemporary, but proven, technologies. The City will
stay abreast of emerging trends trough an ongoing program of
technology evaluation. New technologies often will be introduced
through pilot projects where both the automation and its business
benefits and costs can be evaluated prior to any full-scale adoption.
S
Guiding Principles cont.
6. Hardware and software will adhere: to open (vendor-independent)
standards and minimize proprietary solutions. This approach will
promote flexibility, inter-operability, cost effectiveness, and mitigate
the risk of dependence on individual vendors.
7. Manage the enterprise network as a fundamental building block
of the City's IS architecture. The network will connect modern
workstations and servers; will provide both internal and external
connectivity; will be flexible, expandable, and maintainable; be fully
integrated using open standards and capable of providing for the
free movement of data, graphics, image, video, and voice. Quality
and Innovative Information Technology Solutions
8. Approach IS undertakings as a partnership of central
management and agencies providing for a combination of
centralized and distributed implementation. Combine the
responsibility and knowledge of central management, departmental
staff, as wel as outside vendor support, within a consistent
framework of City IS standards. Establish strategic cooperative
arrangements with public and private enterprises to extend limited
resources.
Guiding
cont.
9. Emphasize the purchase and integration of top quality, commercial-off-
the-shelf (COTS) software -- with minimal customization -- to speed the
delivery of new business applications. This will require redesigning some
existing work processes to be compatible with off-the-shelf software
packages. Utilize modern, efficient methods and laborsaving tools in a
cooperative application development environment. A repository for
r comm
on
information objects �e.9 , databases, files, records, methods, application
inventories) will
be created, shared and reused.
10. Capture data once in order to avoid cost, duplication of effort and
potential for error and share the data whenever possible. Establish and use
common data and common databases to the fullest extent. A data
administration function will be responsible for establishing and enforcing
data policy, data sharing and access, data standardization, data quality,
identification and consistent use of key corporate identifiers.
Accomplishments
Network Communications & Connectivity
Accomplishments
Personal Computer (PC) Accomplishments
Office Automation Accomplishments
Administrative Process Streamlining Accomplishments
Geographic Information System Accomplishments
AS/400 System Accomplishments
Internet Web Site Accomplishments
Departmental Specific Systems: Several departmental
specific systems have been installed over the last several
years.
Training Accomplishments
Alignment with City Strategic
Goals
Information Systems exist to support the work of the City Staff. Information and
communications technology services permeate all facets of the City's operations to
the extent that they have become "mission critical" for every City Department. The
mission and goals of the MIS Department are directly aligned with the City's Strategic
Goals.
1. Safe community for People
Computer Aided Dispatch
Computerized Records Management Systems
Electronic Report Distribution Systems
Reliable communications infrastructure
2. Neighborhood Vitality
Building Permits System
Code Enforcement System
City Web Site
Public Works - Work Order Maintenance System
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5. Quality Housing
Building Permits System
Code Enforcement System
Geographic Information System.
6. River as a Resource
Geographic Information System
Planning and Zoning System
7. Alive Downtown
Geographic Information System
Reliable communications infrastructure to attract
new business
Alignment with City Strategic
Goals
8. Financially Stable City Government
Budget and Accounting System
Purchasing System
Strong Communications Infrastructure
9. Customer Service
Utility Billing System
Accounts Receivable System
Interactive Voice Response System
Web based E-Commerce System
Reliable Telephone Communications
• •
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Where the Technology is going
Industry Trends.
Four major trends viewed as particularly
relevant for the City of Elgin have been
identified and briefly reviewed to provide a
larger context for the MIS Strategic Plan .
1 . Excessive Rate of Technological Change.
a 2. Rapid Development of Electronic Business to
Business Transactions.
a 3. "Digital Government: Seeing the Citizen as the End
User".
4. Most Critical Emerging Information Technologies.
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E-Government
Geographic Information System (GIS)
Equipment Replacement Schedule
Convergence of Data/Voice/Video
Network (Voice over IP)
Electronic Report Management and
Archival Storage
IS Systems Security
IS Infrastructure
Wireless Data and Mobile Computing
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