Information Technology Performance

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: Network Uptime

This metric the proportion of time during a calendar year in which the City's network is up and functionally.

How was this calculated?

It is measured utilizing network monitoring solutions which quantify the duration of network outages. These durations are subtracted from the total time available during a calendar year. The remaining time represents the network uptime and constitutes the proportion of time the network is up and functioning during the year.

Data:
Why is this important?

Network uptime is a vital measure for the City because the network hosts a myriad of technology solutions that are used throughout the enterprise. When the network is down, the business of the City is stymied so, over years ITD has deliberately set a high standard for network uptime and quality. ITD has long held a 99.9% network uptime rate. This level of consistency is the product of ongoing rigorous maintenance and monitoring of the City's network infrastructure.

What are the next steps? 

ITD will continue its rigorous maintenance and monitoring of the City’s network infrastructure to ensure that departments are able to leverage technology and internet services to support the community.

Contact Name: Garrett Solberg

Contact Email: gsolberg@bellevuewa.gov


Metric 2: Staff Have Effective Technology to Perform Job and Serve the Public

This metric highlights the percent of City staff who positively believe that they have the technology they need to be effective in their job and serving the public.

How was this calculated?

The data is obtained as part of the City's annual Internal Services Survey which generates feedback to City departments that provide vital support services to the City staff. The number is calculated by taking the proportion of respondents who rated the Information Technology Department as "Good" or "Excellent" on this question divided by the number of City staff who answered the question.

Data:
Why is this important?

Among the most important roles the Information Technology Department has is ensuring that the City staff have the technology to be effective in their jobs and in serving the public. The technology the Department provides must adhere to a diverse array of users and business cases all in an effort to make our workforce efficient and well equipped. The recent results show that the vast majority of the City's workforce believes that they have effective technology solutions. Through innovation and thoughtful stewardship, the Information Technology Department will continue to maintain its strong efforts in this area.

What are the next steps? 

The Information Technology Department has taken initial steps with our internal customers to target areas of low satisfaction. Specifically, we have replaced poor functioning or slow devices at some of the City's remote locations. Additionally, the Department is engaging in an ongoing dialogue with all City departments to better understand business challenges and pain points as they relate to information technology.

Contact Name: Evan Phillips

Contact Email: EPhillips@bellevuewa.gov