The metrics selected for the ITD portion of the Annual Performance Report identify and measure the Department’s success at delivering technology services to our internal and external clients. This includes a technology infrastructure that is fully functional and meets the fluctuating demands of a 24-7 city; websites, web and mobile applications available to those who live, work and play here; a customer-centric help desk to ensure that services are easy to obtain and meet business objectives; and an overall stewardship approach to keeping our services effective and efficient.
Department Mission
The Information Technology Department's (ITD) mission focuses on what is needed to meet the technology and business challenges in upcoming years: partnership to achieve effective solutions that optimize operations and services; a commitment to innovation with the organization and community; and a responsibility to continue evolving our services and technology to meet rapidly changing city needs. ITD's role related to Enterprise Technology Strategic Plan is finding ways to inspire customers with emerging technology trends and finding opportunities to apply new capabilities to enhance service delivery and efficiency. ITD leverages its expertise in technology procurement, IT security, system integration, technology portfolio management and IT best practices to ensure successful selection and implementation of technology solutions.
Department Goals
The goals of the Information Technology Department are reflected in the Enterprise Technology Strategic Plan 2018 - 2022. These goals are broadly grouped into the following three categories:
(1) Category 1: Enhancing Digital Government
(2) Category 2: Supporting Business and Workforce Productivity
(3) Category 3: Embracing Technology Innovation
Metric 1: Public Services Uptime
This metric measures the proportion of time during a calendar year in which an aggregate of public-facing services is up and functioning.
How was this calculated?
This metric is measured with monitoring solutions which quantify the duration of service outages outside of defined maintenance windows, and are then aggregated. These durations are subtracted from the total time available during a calendar year. The remaining time represents the public services uptime and constitutes the proportion of time that the aggregated public services are up and functioning during the year.
Data:
Why is this important?
Public services uptime is a measure of the following public-facing services: MyUtility Billing, MyBellevue, Website, and Email that the public utilizes. The availability of these public services is critical in ensuring that the public can access city services when needed. In 2022, public services uptime was measured at 99.97% with a goal of 99.9%. Across the last two years from 2021-2022 uptime increased by 0.03% from 99.94%. Historic data trends show this measure has remained stable over time and within the intended target.
What are the next steps?
ITD will continue to monitor the availability of these public services to ensure that the public is able to access city services when needed.
Contact Name: Garrett Solberg
Contact Email: gsolberg@bellevuewa.gov
Metric 2: Effectiveness of Public Services
This metric highlights the effectiveness of the following public facing technology services: MyUtility Billing, MyBellevue, Website, and Email.
How was this calculated?
This metric is calculated by measuring and aggregating the utilization rate of each of the public-facing services identified above.
Data:
Why is this important?
This metric is important because it measures the effectiveness of technology services the public interacts when seeking city services. It also provides a mechanism to ensure the City is investing in technologies that are effective in delivering public services. In 2022, the metric for technology effectiveness was 87.7% out of the designated 90% goal.
What are the next steps?
ITD will continue to monitor the utilization of these public services and any future services in the coming years.
Contact Name: Cheryl Boles
Contact Email: CBoles@bellevuewa.gov