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CITY OF CAPE CORAL, FL

Information Technology Plan

FY 2013

09/24/2012 Information Technology Plan FY 2013.doc of 32

Table of Contents

I Introduction

II Organization & GovernanceII.i OrganizationII.ii Governance

III ITS Mission Statement

IV Strategic InitiativesIV.i Application Deployment across City DepartmentsIV.ii Aligning IT to the BusinessIV.iii Key Strategic Initiatives

- E-Government- Document Management & Archiving

- ERP Replacement- GIS- IT Infrastructure Capacity, Resiliency, Security

V Key ProjectsV.i Update for FY 2012 Key ProjectsV.ii Key Projects for FY 2013

VI Best practice frameworksVI.i The COBIT Best Practice framework for IT GovernanceVI.ii Service Management Improvement via ITIL

VII Project Management

VIII IT Enterprise Architecture & StandardsVIII.i Network ArchitectureVIII.ii Platform ArchitectureVIII.iii Software ArchitectureVIII.iv Data/Information ArchitectureVIII.v Security ArchitectureVIII.vi City of Cape Coral Information Technology Standards

IX IT related awards & recognition


I Introduction

This is the FY 2013 update to the City of Cape Coral Information Technology Plan. Along with every other City Department, ITS faces challenges associated with the changed budgetary landscape within Florida for State and Local governments following the adoption of Amendment 1 by the State legislature and the severe reduction in property values within the City over the last five years, which may now, however, have bottomed out.

The FY 2013 Adopted ITS budget of $4.017MM is reduced 11.4% from the final FY 2012 Amended Budget of $4.536MM. The FY 2012 amended budget included a special provision of $509K for capital funds funded during the year via proceeds from a large scale equipment lease program negotiated by Financial Services. This was used to replenish aging laptop and desktop computers across the entire City. Additionally separate funding was made available to purchase & implement the Faster Fleet Management system. Just as in previous years, all capital requests have been eliminated from the FY 2013 budget for all departments – and this will present continuing challenges.

It should be noted, however, that capital was provisioned in FY 2009 to replace our key enterprise systems. We are now using Oracle/JD Edwards Enterprise One for Financials, AMX Utiligy for utility billing, Active Government for cash management, and CRW TRAKiT for Community Services.


II Organization and Governance

II.i Organization

The ITS Department consists of three Divisions: Business Applications, Network & Telecom Infrastructure, and GIS Services – see Organizational Chart below.

Business Applications is responsible for supporting all of the application software packages deployed in the City. Our policy is to use commercial off the shelf (COTS) applications and develop software only when compelling cost reasons exist and/or there is a niche requirement where COTS is not available.

Network & Telecom Infrastructure is responsible for supporting the extensive physical infrastructure including data centers, interconnectivity, switching, routing and telecommunications.


GIS Services is responsible for developing and maintaining the enterprise GIS implementation within the City utilizing the ESRI ArcGIS products. The enterprise GIS is centralized in terms of server infrastructure and support. Various user departments are responsible for maintenance of their own specific layers on the centralized database and have staff trained on GIS technology. The central GIS Services group within ITS will perform the more complex mapping and data analysis tasks as well as handling public record requests and assisting those departments without GIS trained staff. GIS Services publish a separate multi-year GIS Strategic Plan document– see: http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/Default.aspx

II.ii Governance

Effective IT governance helps ensure that the IT organization supports business goals, optimizes business investment in IT, and appropriately manages IT related risks and opportunities. Value, risk, and control constitute the core of IT governance. Effective IT governance enables the enterprise to take full advantage of its information, thereby maximizing benefits and capitalizing on opportunities.

In order to strengthen our IT governance, ITS has constructed a comprehensive set of IT policies, procedures, and documents supporting the COBIT® (Control Objectives for Information and Related Technology) Version 4 framework. This effort began in FY 2009 and continues. See section VI.ii below. COBIT® is the best practice IT governance framework published by the IT Governance Institute (ITGI.)

IT Steering Group

The IT Steering Group consists of the ITS Director and a select group of other senior managers from the customer departments. This group functions under the guidance of a written charter to provide overall City wide governance over IT. The Steering Group assembles annually to approve the annual IT Strategic Plan and quarterly to review status. It may also be convened on an ad-hoc basis throughout the year to determine the best solution or recommendation regarding key IT issues or decisions impacting the City as a whole.


http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/Default.aspx


Web Development Steering Group

The Web Development Steering Group consists of the Public Information Officer, the ITS Director, the ITS Manager of Business Applications, and a web coordinator from one of the City departments. This Group meets to develop strategic direction and developmental priorities for the City’s web presence.


III ITS Mission Statement

The Information Technology Services Department seeks to deliver innovative and high value added information technology solutions to provide City staff, citizens, and the business community with needed information and services in the most timely and efficient manner possible.


IV Strategic Initiatives

IV.i Application Deployment across City DepartmentsThe City deploys Information Technology comprehensively across the entire organization. Strategic value provided by IT benefits the entire organization. Departments rely on IT to support their fundamental business processes and E-Government is a key component of the technology deployed to let the public “use their fingers to do the walking.”

Major Application deploymentThe following are key enterprise class COTS applications which have been deployed. Significant investment has been made in the last three to five years to deploy Oracle/JD Edwards EnterpriseOne Financials, AMX Utiligy (utility billing) Active Government Cash Management, CRW TRAKiT, the Sire Technologies’ applications, Vermont Systems’ Rec Trac, and Kronos products. The SunGard Public Sector Naviline Click2Gov E-Government capabilities were replaced by CRW’s E-TRAKiT and AMX Utiligy online features.

Oracle/JD Edwards EnterpriseOne Financial ERP: General Ledger Receivables, Payables Procurement Project Costing Inventory Management Fleet Management Work Orders Budgeting (to be replaced by Hyperion Public Sector Planning &

Budgeting)

Active Government: Cashiering Payment Management

AMX Utiligy: Utility Billing

CRW TRAKiT Community Development system: Land Management (LandTRAK) Building Permits (PermitTRAK) Projects (ProjectTRAK) Code Enforcement (CodeTRAK) Business Tax Receipts (LicenseTRAK) Contractor Management (AEC TRAK) Citizen Request Management (CRM TRAK) E-government applications for the public (eTRAKiT)

Avolve Software ProjectDox:


Electronic plan submission & review

Kronos Workforce Central HRIS/Payroll: Integrated Human Resource & Payroll system

Kronos iSeries Time & Attendance: Time & Attendance reporting utilizing clocks for hourly personnel (being

replaced with the Workforce Central version in FY 2013.)

Sire Technologies’ Document Management System: High speed indexed document scanning & imaging Document archive management and searching

Sire Technologies Agenda Plus, Minutes Plus, Video Plus: Full featured Public Meeting Agenda Management, minutes taking, and

archived video recordings indexed by the Agenda

SunGard Public Sector – OSSI Public Safety application: Computer Assisted Dispatch Records Management MCT – field wireless operation

Vermont Systems Rec Trac application: Specialized application for supporting Parks and Recreation activities

including event scheduling and point of sale transactions

ESRI ArcGIS Geographical Information System: Enterprise GIS utilizing server based SDE ArcGIS Server for interactive web presentation Freeance partner product for developing web applications Cartegraph partner product for Traffic applications

Cloud/SaaS ApplicationsThe following web-based applications are provided remotely by an external provider where City users access the application via the web and utilize a web browser as the client.

The NeoGov solution for public sector workforce management is utilized by the Human Resource department for Applicant Tracking

The Symantec Enterprise Vault for e-mail searches The BenTek benefit management system The Onvia DemandStar online service is used to manage the procurement

RFP/bid submittal process. The GovDeals® online service is used for online auctions of surplus City

equipment.Additionally all video streaming services for public meetings, etc. are handled via cloud based vendor services.


Internally developed E-Government Capabilities Connect Cape Coral: This is a web-accessed SQL database that is

constructed from Business licensing and Occupancy data stored within the Community Development application. Built at the request of the Economic Development office, it categorizes all place and home based businesses within the City by the NAICS classification scheme. A web based interface allows the public to query the database to search for businesses by category and to map the location using internal Google mapping capbility.

Garage Sale Permits: This web based interactive system allows residents to register and apply for Garage Sale permits on-line and to print the permit at home. The system contains logic supporting the enabling ordinance regarding frequency of permits by address.

“Mash-up” extensions to web GIS queries: several high value capabilities have been added to online GIS queries. These take data from the Community Development and Financial systems and present them as a component of GIS property address querying. Included are assessment payoff information and other financial data of significant use to the financial & real estate community within the City.

Miscellaneous Archive Searches: We have enabled extensive document searches within our archive and have explicit links to certain documents of broad interest to residents including Flood Elevation Certificates.

Internally developed Web-enabled databases Energy Efficiency Reporting System: This is a web accessed SQL

database designed to track energy consumption and savings on a Citywide basis.

Special Assessments System: This is a web accessed SQL database designed to track the status of special assessments associated with the City’s UEP (Utility Expansion Program.)

Systems supporting IT Infrastructure and Operations Management SolarWinds: Used as the principal network monitoring tool and foundation

for all monitoring – Storage; Network; Systems; Applications Numara FootPrints Service Core: Used as the key application

supporting the ITIL best practice initiative for Service Management/Service-Help Desk.

InterMapper: This is a real time First Alert IP Monitor designed to provide instant snapshot of key systems & devices.

Messaging (E-mail) Microsoft Exchange Server & Outlook client Symantec Enterprise Vault: Stores all incoming and outgoing e-mails.

Provides powerful searching to facilitate public records requests. Also provides a separate searching archiving system for employee e-mail


folders allowing mail history to be routinely archived from the Exchange server to save storage space. In FY 2011 this capability was transitioned from internal hosting to the cloud.

IV.ii Aligning IT to the Business

The annual City Planning/Budgeting cycle is utilized to ensure that ITS strategic planning is aligned with overall city priorities as summarized in the diagram below.

The process begins with a Council list of strategic priorities. This is typically developed in an offsite Council work-shop session held with the City Manager and the department directors. Following the finalization and publication of the Council Strategic priorities, the City Manager and staff prepare their own supporting strategic project list to be incorporated into the budget planning cycle. Each department director builds a project list to be subsequently reviewed, finalized and consolidated by the entire City Manager’s Team.

In some cases – for example E-Government – the ITS priorities may bear a direct relationship to a Council priority. However, since ITS is a service department, in most cases the ITS priorities support key customer departmental priorities. The ITS staff must work with each department to look for opportunities to provide technology solutions that add significant value to the business.

Typically projects identified for the Business Applications and GIS Services divisions will directly support customer departments. The Network & Telecom division’s priorities may indirectly support customers for example by adding capacity, resiliency, and security to the infrastructure supporting their applications. Sometimes the projects may relate directly – for example the building of the 4.9 GHz Public Safety wireless communication backbone.

In building the ITS priorities full regard must be taken to ensure that the projects comply with developing IT architectural and technical standards and policies.

As the year progresses, the plan, priorities, and project list may be fine tuned. Indeed, some new customer requirements may surface during the course of the year and we typically provide budgetary provision for this eventuality.

The ITS Director and ITS division managers meet with department directors and staff on a monthly schedule to review projects impacting that particular department. Formal action registers are reviewed and maintained.


Additionally routine Requests for Service – e.g. for report customizations arise throughout the year and these must be handled effectively. The larger projects will require formal Project Management – see Section VII - and all requests must be delivered effectively complying with our developing ITIL compliant Service Management procedures.

IV.iii Key Strategic Initiatives

The following seven areas have been identified as strategic ITS priorities: Open Government/E-Government

The Open Government program is designed to enable residents, businesses and the public at large to obtain needed information and transact on-line with the City. It is a major component for enhancing transparency and open government. E-Government has been a major IT priority for several years. The following table provides a partial listing of the features that are provided on-line:


Council Strategic Priorities

Aligning IT to the Business

Annual Planning & Budget Cycle

City Manager & Staff Develop Programs & Priorities

Develop ITS Programs & Priorities & Roadmap for the Year

Update ITS Strategic Plan, IT Enterprise Architecture, Technology Infrastructure Plan

ITS Budget Development

IT Architecture

IT Standards

IT Policies

COBIT Framework

New Departmental Requirements

Continuous –within the year

Request for Service (RFS)

Fine Tune/Amend/Adjust ITS Programs & Priorities

Execute Plan

IT Service Management & Service Delivery

(ITIL)

Departmental Coordination

Meetings

ITS Processes/Standards

Program Management

On-line Capability Enabling software DescriptionUtility (Water) bill payments AMX Utiligy (embedded within

JDE architecture)Via secured account set-up

Open Government area Internally developed Includes combination of static and interactive financial reports. Interactive queries include drill-downs on Expenditures and Employee Salaries.

Business Tax Receipt renewal CRW eTRAKiT i.e. Business License renewalCitizens’ Action Center – Submit/Track Requests for Service

CRW eTRAKiT Via Account set up or anonymous. Enter requests, View status.

View Permits, Projects, Code Enforcement Cases, Parcel info

CRW eTRAKiT General Public & Contractors

Schedule Permit Inspections CRW eTRAKiT Contractor activityCommon e-payment vehicle Active Government interfacing

with CRW TRAKiT and AMX Utiligy

Payment for Licenses, permits, utilities, etc.

Apply for Building Permit/View Status

CRW eTRAKiT

Full electronic commercial permit package submission – pilot program.

Avolve ProjectDox Secured account with pin number. Full submission including CAD drawings. Internal electronic workflow for parallel review process including red-lining drawings

Code Enforcement Lien status CRW eTRAKiTCouncil & (other public meeting) Agendas, Minutes, and archived Videos

SIRE Technologies’ Agenda Plus, Minutes Plus, Video Plus

Videos are indexed by the Agendas.

Interactive access to GIS ESRI ArcGIS, ArcGIS Server, Freeance

Most layers made public

Police P2C – Police to Community interactive system

SunGard OSSI

Fully searchable Document Archive

SIRE Technologies’ Document Management System (DMS)

Online Auction Via GovDeals® online serviceOnline RFPs Onvia Demand Star serviceOnline Job Postings & Applications

NeoGov – externally hosted

Connect Cape Coral Internally developed Business directory utilizing NAICS classification

Online Garage Sale Permits Internally developed Apply online and print permit at home

Online Burglar Alarm registration

Cry Wolf

Various forms and static maps Internally developedFEMA flood Elevation Certificates

Internal, SIRE DMS

Commercial Permit Cost Estimator

Internally developed Allows contractors and the public to obtain permit cost


estimates interactively

Residential Permit Cost Estimator

Internally developed Allows contractors and the public to obtain permit cost estimates interactively

Powerful dedicated Google site search

Google appliance In house Google “MINI” search appliance

The “Open Government” financial transparency area on the City web site was initiated in FY 2011. The initial capability included static financial reports and an interactive drill-down on employee salaries. IN FY 2012 the interactive Expenditures drill down was added. The Revenues drill down will be to added in FY 2013.

ERP ReplacementThe remaining component is governmental budgeting with Hyperion Public Sector to be implemented in FY 2013.

Electronic Plan & Permit Submission & ReviewThis system went live in FY 2012 for selected permit types. Capabilities will be extended to include additional permit and project types in FY 2013.

Document Management & ArchivingA major step forward was taken in FY 2007 with the implementation of the SIRE Technologies’ Document Management System (DMS.) This system is front ended by powerful high speed indexed document scanning equipment and has enabled the City to build up a large scale document repository organized into logical cabinets and folders. The DMS has saved money by shrinking physical storage space and provides very powerful search and retrieval capabilities.

Geographic Information Systems (GIS) GIS technology is central to City operations. ESRI ArcGIS was deployed and

upgraded to ArcGIS 10 in 2011. The implementation is enterprise based using a central SDE server. For web applications ArcGIS Server is deployed along with the Freeance application builder. Due to the central role that GIS plays, a separate and comprehensive GIS Strategic Plan is updated annually and published along with the Information Technology Plan on the City website – see



http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/Def%09ault.aspx

http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/Def%09ault.aspx

IT Infrastructure Capacity, Resiliency and SecurityThe IT infrastructure plays a central role in supporting the strategic applications. A multi-year program is in place to ensure capacity, resiliency, and security for both the windows server environment and the wired and wireless network infrastructures in a cost effective manner.

Key elements of our approach are as follows:

Capacity:Storage: Storage Array Network (SAN)

- SATA low cost drives for non-mission critical data; data de-duplication-Fiber Channel drives for mission critical data

Server processing power: Virtualization, server bladesNetwork capacity: dark fiber, metro Ethernet, single-mode fiber, wireless

Resiliency:Servers: failover, replicationNetwork: redundancy

Security:Firewall upgrades and redundancyURL filteringSPAM filteringTraffic monitoring


V Key Projects

V.i Review of FY 2012 Major Projects:

Business Applications

Open Government: The Open Government area is the online gateway for the public to obtain information and key documents about how the City spends tax dollars and other revenues to provide services. The “Expenditures” area went live in August, 2012. This is an interactive feature allowing residents to view up-to-date, unaudited city/departmental expenditures for any period and to drill down to the lowest level detail. Data is pulled from the JD Edwards Financial ERP.

Implementation of the Kronos Workforce Central Self Service module: This capability was implemented in May, 2012. It allows employees to view and update selected demographic data and view historical payroll and W2 information. It also allowed the elimination of printed payroll stubs for automatic bank deposits.

Implementation of BMC Numara FootPrints Service Core: This highly capable software was implemented in March 2012 replacing Computer Associates Service Desk. This is the vehicle used by the user base to enter requests for IT service and is a key element of our ITIL infrastructure.

BentekSaaS Open Enrollment & Benefit Management: This SaaS solution was implemented in 2012 to automate benefit enrollment.

Electronic Permit Submission and Review: The ProjectDox system by Avolve software was implemented for various miscellaneous permits including fences, docks, boatlifts and doors. The system integrates with the CRW permitting system and allows applicants to apply for permits online and to upload the required documentation including plans electronically. The inbuilt electronic workflow notifies the appropriate City reviewers that they need to review the plans digitally and electronically communicates with the applicant, any changes that are necessary for application approval. This will be extended to other permit and project types in FY 2013.

JD Edwards Reporting: The key tool used in FY 2012 to provide extended reporting to our JD Edwards user base was Crystal Reports. Reports were provided covering most modules including Budgeting, Accounting, Fixed Assets, Work Orders, and the AMX Utilities extension.


Implementation of Paperless Council Agendas: The Agenda2Go system by Sire Technologies was implemented to provide Council members the ability to electronically review the published council agenda. This system was deployed in FY 2012, and is being used by several council members. In addition to the laptop version, Sire released an IPad version of Agenda2Go, which will be evaluated for deployment to Council in FY 2013.

New Fuel Management System RFP: The Business Applications group provided technical assistance in the generation of this RFP which may result in the replacement of the existing fuel system in 2013.

Network & Telecom Infrastructure

Enterprise Application Virtualization: The entire JDE infrastructure – application and database - was virtualized in 2012. This includes the production, test, and development environments.CRW – this application was virtualized in 2011/2012, however the Database Virtual Server is still in QA Operations with a 2013 rollout to Production

Redundant and expanded WAN Connectivity: The City partnered in 2011 with Lee County Government IT to secure high bandwidth redundant fiber connectivity to the Lee County Clerk of Courts data center in Ft Myers to support both internet access and co-location facilities. This resulted in a contracted Gigabit Fiber Ring that was turned on in 2012 and supporting data for multiple agencies that consolidate resources within Lee County in general and with the City of Cape Coral in particular.

Disaster Recovery Facilities: In FY 2011real-time co-location was provided at the Lee County Justice Center data center for the City’s Microsoft Exchange e-mail system. This was extended in 2012 to provide recovery for the Microsoft Active Directory and Backup/Recovery (EMC Data Domain) systems. Additionally in 2012 the city contracted with Lee County Clerk of Courts and several other Lee County Agencies to acquire dedicated Rackspace at the City of Gainesville Regional Utility (GRUCom). Plans for 2012 are to establish Windows Domain and Email systems at GRUCom. Critical applications will be planned for 2013.

Business Impact Analysis and Risk Assessment: All departments completed initial Business Impact Analysis (BIA) documents. ITS is working through these to determine Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO.) The resulting information will be used to update the Disaster Recovery


(DR) Plan. ITS will also work with the City’s Emergency Management function in order to integrate the updated DR plan with the overall Continuity of Operations (COOP) Plan.

Email: In FY 2012 we evaluated the possibility of moving to a cloud based hosted e-mail solution. The decision was to stay with the internally hosted Exchange environment after upgrading this to Exchange 2010 with redundant and load-balanced hardware. This was completed in June 2012.

Desktop Virtualization: Due to the high number of desktops that are currently without warranty and over 5 years old, ITS evaluated new Thin Clients that may replace the current desktop and extend the usage period from 5 years to 10 years. Several models were tested as well as the conversion of older computers to ‘Client Computing’. However, no further actions were taken as Storage and Data Center Consolidation were re-prioritized.

Data Center Consolidation: In an effort to reduce annual recurring maintenance and expenses in line with operating data centers, the City Hall and Emergency Operations Center (EOC) data rooms have both undergone a consolidation where critical production systems are now at the Police Department Headquarters (PDHQ) Data Center. This is located in a Category 5 rated 3rd floor room with redundant Environmental and Power Systems. This effort began in 2011 and will be completed December 2012.

Supporting Software: Implemented BMC Numara AssetCore Inventory & Asset Management software with auto-discovery features to significantly assist with asset control.

Joint work with County/Shared Services: ILA signed with Lee County for sharing City owned conduit with Lee County /FPL Fibernet.

Geographic Information Systems (GIS)

Organizational restructure: To further support the enterprise GIS effort, the GIS Analyst position was reclassified to the overall GIS Coordinator for the City. The enterprise GIS is distributed in term of layer control responsibilities. The central GIS Coordinator coordinates efforts across all City departments to design, develop, and maintain the enterprise GIS and is additionally responsible for managing and administering the supporting application software and database.

2012 Aerials: The 2012 aerials were received from the County and loaded into the central Enterprise GIS Database.

Utilities Web Mapping Application: The GIS Coordinator developed an intranet based mapping capability for Utilities workers to use in the field to check valve locations and other detail. This is an efficiency enhancer since previously the


field workers had to sign onto the GIS server in the field via the cellular network, tying up concurrent licenses.

Meter Layer Integrity: Interfaced GIS to JD Edwards in order to auto populate GIS with meter detail and a void duplicate data entry. Previously Utilities staff entered the data manually.

Dedicated linkage to the County Tax Collector: In 2012 a circuit path was established to the County Tax Collector’s data center enabling us to automatically download information on delinquent tax accounts on a nightly basis.

Enhancement to support Projects: Extra fields were added within the Utilities layers to facilitate displaying planned Projects on the system.

V.ii Key Projects planned for FY 2013:

Business Applications

Implementation of the Hyperion Public Sector Planning & Budgeting software: This software is being implemented in the first quarter of FY 2013 to support the FY 2014 budget cycle. It is being integrated with both JD Edwards financials and Kronos Workforce Central.

Implementation of the Kronos Workforce Central TimeKeeper module: This module will replace the IBM iSeries Kronos TimeKeeper module providing total embedded integration with the Workforce Central Payroll/HRIS system.

Kronos-Telestaff integration: Following implementation of the Kronos Workforce Central TimeKeeper module, we will implement the new Telestaff-Kronos integration to seamlessly link our Telestaff Public Safety scheduling system with the Kronos payroll system. Kronos developed the integration following acquisition of Telestaff in 2011. The integration code requires implementation of the WFC Timekeeper module.

New Faster Fleet Management System Implementation: The Faster system will provide the City’s Fleet Management Services Division, the system necessary to effectively manage the City’s Fleet operation. This system includes Asset Management of the City’s vehicles, heavy equipment, small engines and fire engines & apparatus. In addition, this system will provide city employees the ability to electronically submit requests for services, as well as electronically notify employees when vehicles and equipment are due for preventative maintenance. This system will be implemented during the first quarter.


JD Edwards Reporting/ReportsNow: The ReportsNow package has been procured and will be implemented in the first quarter. This is a powerful reporting tool custom built to integrate with JD Edwards. This will be our primary reporting tool for building reports and custom queries for JD Edwards data and will augment Crystal Reports. ReportsNow will be used by IT staff and Financial Services.

Fuel System: If the RFP for fuel system upgrade results in a purchase decision, the new system will also be planned for FY 2013 implementation.

Network & Telecom Infrastructure

Concurrent with the development of the annual Information Technology Plan, the Network & Telecom division also prepares an update to the “Technology Infrastructure Plan” – Document No. IT-PO3.2-Technology Infrastructure Plan. Following are some of the more significant projects from the FY 2013 TIP:

Enterprise Application Virtualization: CRW Application Systems were virtualized in early FY2012. The CRW Database system is virtualized but is scheduled for a FY2013 rollout to Production.

SIRE application is still in the planning stages for virtualizing.

Wildcam Infrastructure: In August 2012 ITS coordinated with Parks & Recreations to start rebuilding the wildlife web cameras for the American Bald Eagle, Osprey and the Burrowing Owl. The Burrowing Owl is now online and will be used in a feasibility study to baseline the remaining webcams when the infrastructure in completed.

Geographic Information Systems (GIS)

ArcGIS 10.1 Upgrade: The City currently uses ArcGIS 10. We will upgrade to the recently released 10.1 version.Freeance Upgrade: Freeance will be upgraded from the current version of 5.4.0 to 5.4.1.

Creation of Read-Only / Read-Write GIS Databases: As our demands on GIS grow, the ability to make data structure changes during working hours will grow. Currently, the City maintains one central geo-database servicing both view-only users and users with update privileges. In order to enhance efficiencies, we will change the architecture to provide a “read only” database for City view-only users and a “writable” database for data maintainers.


Data maintainers are much fewer in number. Once changes are made, they will be replicated to the Read-Only database.

Connection to Lee County Public Works: Currently the City does not maintain a street centerline file. We have reached an agreement with Lee County Public Works to provide us with the updated county center line file. The intent is to set up automated GIS downloads from the county servers.

GPS Utility Data Collection: The City, over the past few years, has purchased several GPS Units; however, to date none of the features in GIS have been collected / corrected with the aid of the units. We plan to run a pilot project to outline the steps for collection / corrections.

Get Utility Assessment Areas into Polygon Layer: The City currently only tags properties with utility coding. This process doesn’t provide history on how the utility expansion took place. By creating polygon areas, departments would be able to determine how the expansion originally developed.

Viewing Cartegraph Layers: The Public Works Department utilizes an asset management system (Cartegraph), which inventories signs, pavement conditions, bike paths, etc.. This is a proprietary system that requires a license in addition to an ArcGIS license just to view the data. We intend to coordinate with Public Works to export data in a format that other users can access via desktop or web based products.

I Best practice frameworks


VI.i The COBIT Best Practice Framework for IT Governance

COBIT® (Control Objectives for Information and related Technology) is the best practice framework for IT governance published by the IT Governance Institute (ITGI.) COBIT version 4.1 provides 210 control objectives applied to 34 high level IT processes categorized in four domains: Plan and Organize, Acquire and Implement, Deliver and Support, and Monitor and Evaluate. COBIT recommendations cover issues related to ensuring the effectiveness and value of IT along with information security and process governance.

During FY 2009 ITS performed a self assessment against the 34 high level processes and subsequently began the process of upgrading/developing documented processes in all four domains. The continuously updated set of policies, procedures, and documents along with the ITIL policies and procedures noted below constitutes our IT governance and control manual. The latest versions of all these documents are available to all employees via the intranet. They are categorized by COBIT domain.

VI.ii Service Management improvement via ITIL

ITS began implementation of a formal ITIL v2 program in late 2006. The majority of ITS staff members passed the EXIN International and itSMF supported Foundation Certificate in IT Service Management. The ITIL framework has been utilized to build Service Support procedures covering Change Management, Incident and Request Management. The BMC FootPrints suite is being deployed to fully support the program beginning in 2012 replacing the Computer Associates (CA) Unicenter Service Desk software application which was deployed in 2008.

A decision was made in FY 2009 to emphasize the COBIT framework to guide the review and development of all other IT processes.

Service Level Agreement (SLA) Development: In conjunction with the development of the ITIL procedures, formal SLAs were developed, agreed to by the user base, and published on the SharePoint intranet. The following SLAs are in place:

IT-SLA-01 Desktop SupportIT-SLA-02 SIRE DMS ApplicationIT-SLA-03 Kronos Workforce Central HRIS/Payroll ApplicationIT-SLA-05 Financial Applications (JD Edwards, Utiligy, Sympro Active

Government)IT-SLA-06 Community Development Applications (CRW TRAKiT, Avolve

ProjectDox)

VII Project Management09/24/2012 Information Technology Plan FY 2013.doc of 32

Project Management – Major ProjectsFormal Project Management techniques are employed for the implementation of major tasks including enterprise class application implementations and major infrastructure projects. The governing procedure is IT-PO10-01, Project Management - Major Projects. This procedure details the mechanics for adhering to the precepts included in the PMI publication “A Guide to the Project Management Body of Knowledge”, Third Edition also known as the PMBOK® Guide. Associated with this procedure are City forms and computerized toolsets to support the PMBOK methodology. In many cases an application vendor or implementation partner will have developed their own methodology which is compliant with PMBOK. The City will generally accede to utilizing these methodologies as they tie in closely to the vendor’s experience in implementing their particular application. Recent examples utilized by the City include the Kronos “Momentum” methodology deployed in 2008 for the implementation of the Kronos Workforce Central HRIS/Payroll system and the AMX “Polaris” methodology for the implementation of the JD Edwards system in 2009. The City’s own methodology and toolsets were deployed for the implementation of the CRW TRAKiT system. All these project management methodologies employ the following components:

Assignment for roles:o Project Sponsoro Project Managero Project team members with specific responsibilities including SMEso Project stakeholders

Project Charter Project Scope Execution Management Change control Detailed time/resource planning Cost management Quality control Communications Risk identification & management

Use is made of collaboration web sites and computerized toolsets including Microsoft Project and comprehensive workbooks detailing PMBOK components.

Project Management – Routine and Small Scale ProjectsITS frequently develops niche applications especially for the E-Government initiative. The applied man hours for these projects are limited – frequently being in the range of 40 – to 100 man hours. For these projects we utilize a lightweight Project Management approach. The governing procedure is IT-PO10-02 – Project Management- Routine and Small Scale Projects. The main control feature is the “ITS Project Form” which identifies:

Project Sponsor Project Manager


Project Developer(s) Project Description Summarized Purpose and Objectives Deliverables Date Required Benefits Out of pocket cost and FTE man hours required

This document is reviewed and approved by the appropriate ITS manager(s). A SharePoint area is used to track actions and optionally Microsoft Project may be used for a Gantt chart depending on scope.


VIII IT Enterprise Architecture & Standards

The City’s approach to IT Enterprise Architecture is detailed within policy IT-PO3.1-01 which is available on the ITS Strategic Planning area on the City website: http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/language/en-US/Default.aspx

The overall architecture structure is shown in the following table:

City of Cape Coral IT Enterprise ArchitectureInfrastructure Application

Network SoftwarePlatform Data/Information

Security

Plans for Infrastructure development are detailed in the annually updated “Technology Infrastructure Plan” – document IT-PO3.4.

VIII.i Network Architecture

The City of Cape Coral IT environment resides on a Metropolitan Area Network (MAN) using optical fiber, leased lines and wireless infrastructure. The Public Safety (Fire and Police) network interlinks to the City network via optical fiber and is managed by routers and switches. The “remote” facilities with LANs consist of Public Works water plant/maintenance complexes; Parks and Recreation complexes; and the Fire Stations. Facilities located at the City Centrum including City Hall, the EOC/Fire Department Headquarters, City Complex building, and Police Headquarters are all fiber interlinked. Broadband cellular wireless using VPN is used to provide field workers access to the central applications.

The Public Safety Network covers the Emergency Operations Center (EOC)/Fire Department HQ, the Police Headquarters building and an increasing number of Fire Stations – currently ten. The Fire Stations were initially provided with public carrier T1 connectivity but this is now being superseded with the 4.9 GHz Public Safety Broadband Wireless system as the primary interconnect mechanism and high speed DSL for backup – see below. A private broadband wireless cellular network provided by Verizon/CenturyLink is used to interlink Police and Fire vehicles with the Public Safety network.

Service for the “City” network – including all “remote” sites for business applications and e-mail - was transitioned in FY 2011 from the City Hall data center to the EOC data center. The Public Safety network applications are hosted via the EOC and Police data centers.


http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/language/en-US/Default.aspx

http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/language/en-US/Default.aspx

Internet connectivity is provided by a 50 Mbps transit through the Lee County Clerk of Courts which is the Internet Service Provider (ISP)

The City deploys 802.11 wireless network segments based on standardized protocols in the larger facilities. Within the City Hall complex a separate public network is available for the convenience of residents, visitors, and the press.

In terms of the Voice network, an NEC PBX services the City Hall complex, but Cisco VoIP technology is being deployed in the larger “remote” sites, including the new Police HQ and the EOC, and interlinks with the PBX via the data lines.

Data Communications: The City’s data communication utilizes the TCP/IP protocol and is built on a 10Gb backbone connecting the three main data centers. LAN segments are connected using a combination of City owned optical fiber and CenturyLink supplied Metro-Ethernet circuits. For Public Safety applications, use is also made of 4.9 GHz broadband wireless – see below.

Wireless Data: o Public Safety Broadband Wireless: The City was the first agency

in SW Florida to deploy the FCC licensed 4.9 GHz pre-WiMax broadband wireless spectrum for public safety communications. The first phase of a three phased program to cover the entire 116 square miles of the City using Alvarion technology was implemented in early FY 2008.

Phase 1 covers the central and SE sectors of the City and interlinks Fire Stations in this zone to the Public Safety data center.

Phase 2 completed in September 2009 provides coverage to the central and SW sectors of the City. Within both zones coverage is also provided to the Police Mobile Command Center vehicle which has been equipped with an Alvarion subscriber unit and antenna as the primary data communication link to the Public Safety data center.

Phase 3 will provide coverage for the northern sector of the City. This phase is placed in abeyance until a cell tower is constructed on the North Water Plant property at some point in the future.

o 802.11b/g: The City deploys a secure 802.11sytem within the City Hall complex for employee use. A separate public version is also used for the convenience of visitors, the public, and the press. This permits local newspapers to e-mail their reports back to the newspaper office in real time when reporting public meetings.

Voice Communications: City Hall voice communications is split between the NEC PBX and Cisco VOIP. A similar NEC PBX servicing Public Safety was replaced by Cisco VoIP in FY 2009. All the other complexes and facilities of any size (i.e. Parks & Recreation and Public Works) have also


been upgraded to VoIP. NEC Key systems are in use at 3 small locations and the Fire Stations have CenturyLink B1 service. Although our current standard is the Cisco based VoIP, there are no plans to convert the remaining NEC PBX users at City Hall or any of the other non-VOIP sites at present.In FY 2011, the City transitioned to a stipend reimbursement methodology for cellular phones/smart phones thereby eliminating the need for most City supplied devices.

Video Communications: The City maintains a Polycom video conferencing system at the EOC. Interconnection is via the web and the partner site does not need to utilize Polycom technology. There is no separate network in place for transporting video communication. Streaming video is transported across the data WAN/LAN.

Switching/Routing/Firewall environment: The City deploys Cisco technology.

Internet and Intranet Network Architecture

The Internet/Intranet architecture supports the City’s extensive E-Government deployment enabling residents and businesses to pay utility bills on-line, submit requests for service and complaints, renew licenses, search archives, view information and so on. Additionally the architecture supports web access for City employees.

Physical access to the web: All City staff supplied with computers are allowed web access. Physical connectivity is provided via public carrier Metro Ethernet. The bandwidth may be readily augmented as required.

Server Infrastructureo Public Access Web server: The City’s Dot-Net-Nuke (dnn) based

web site providing extensive information for residents and the public at large and acting as the portal for web based E-Government services, is the front end server for various back-end application and database servers supporting certain E-Government capabilities.

o Intranet Server: Supports the City’s employees. The intranet is SharePoint based and hosts a wealth of information including City wide regulations, policies and procedures, address listings, departmental policies and procedures and action registers for departmental and cross-departmental projects.

o Application and Database Servers: Certain servers are required to be securely accessed by web users to support various E-Government services such as utility bill payment, license renewal, archive searching, etc.


VIII.ii Platform Architecture

Application and Database Servers: The City’s Financial and Community Services enterprise application transitioned to the Microsoft platform from the IBM i-Series platform in FY 2009. Other than the Kronos Time & Attendance system all our other applications are now Wintel based. The IBM X server is the primary server platform for these applications utilizing Microsoft Server 2003 as the Operating system. Microsoft SQL 2005 is the database server engine for these applications.

Network Servers: Microsoft Active Directory is used to support the City’s LAN/WAN environment. A/D supports the directory services, authentication and authorization.

Virtualization & Blade Servers: Extensive use is made of Virtualization technology and blade servers to consolidate servers and reduce cost.

SAN environment: IBM SAN storage is used extensively to minimize storage cost and to enable a resilient failover environment.

Desktop environment: Dell desktops and laptops are deployed as a standard throughout the City using Microsoft XP, however the new standard is Microsoft Windows 7 – 64bit. Panasonic Toughbook ruggedized laptops are deployed for Public Safety (Fire & Police) officers working in the field and for other field workers including Code Enforcement officers and Building Inspectors. Refresh programs are in place and budgeted for both desktops and laptops. Due to the current budget environment, the replacement cycle has been extended, however.

VIII.iii Software Architecture

Software architecture facilitates the selection and acquisition of commercial software and the design and development of niche applications to automate and maintain City processes and provide a foundation for interoperability, integration, collaboration, and communication. It also supports the economical and efficient provision of City information and services to residents. The policy at the City is to utilize Commercial Off the Shelf (COTS) applications wherever feasible. Internal development will be undertaken when only when dictated by cost concerns or when the requirement is not available commercially. Additionally, report generation will be undertaken when an application does not provide the specific report format needed “out-of-the-box.”

Business Application Software: Section IV.i above “Application Deployment across City Departments ” describes the business application software currently in use across the City.

Personal Productivity Software: The Microsoft Office Suite of products is deployed as the baseline for personal productivity. Microsoft Project is the standard for Project/Gantt charts and Microsoft VISIO is the standard for flow charting.


Microsoft SharePoint 2007 is used for internal collaboration. The Enterprise version of Crystal Reports is the primary report writing package.

Programming Software: Microsoft Visual Studio is the City’s standard for the development environment.

Middleware: with the deployment of the JD Edwards package in FY 2009, the IBM WebSphere middleware has become a standard.

Database Software: The standard is now Microsoft SQL with i-Series legacy applications on DB2.

Messaging Software: The City’s messaging infrastructure utilizes Microsoft Exchange server and Outlook clients. Outlook Web Access is provided for secure access for City employees to e-mail from home or when traveling.

Encrypted e-mail as an option was deployed in FY 2010 with the acquisition of a small subset of licenses, and is used only upon request or acknowledged requirement. This is to provide additional security for the transmission of any HIPAA related traffic. The vast majority of electronic messaging for Florida government agencies is subject to public record requests and encryption is not required.

Web Development Architecture:

Web Application Framework: The City’s web sites are all constructed using the open source DotNetNuke (dnn) framework. Full use is made of this framework’s key features including skins, modules, and content management to provide maximum utility to City departments. Dnn is built using Microsoft VB.net for the ASP.net framework.

Web Development: The DotNetNuke framework is upgraded as new framework releases are provided by the DotNetNuke Corporation. Microsoft Visual Studio is the tool-kit that ITS use for dnn development. Responsibilities between ITS and the web coordinators in each department are broken down as follows:

o ITS: DNN application development; development of Modules and skins; overall site management including page hierarchy.

o Departmental web coordinators: Content Management at the Page level: addition & deletion of text, modules, documents, links and images. The standard for documents to be posted is Adobe pdf and tif, For images, gif, png, and jpeg are all permissible.


VIII.iv Data/Information Architecture

Data/Information Architecture focuses on the process of modeling the information that is needed to support the business processes and functions of the City. Data/Information Architecture outcomes are expressed in the form of data models, information flows, and analysis of inputs/outputs for city processes. This provides a framework for business process re-engineering and the optimization of City processes.

Given the City’s application environment where commercial, off-the-shelf software provides the backbone applications that support City processes, the data architecture embedded within these systems provide the basis of the City’s overall Data and Information Architecture. From 2007 through 2009 the City replaced its legacy ERP system with best-of-breed solutions spanning Financial, Community Services, and Human Resource Management activities. These systems combine features of best business practice along with the flexibility for defining almost unlimited user defined fields. As a key component of the implementation of the Financial and Community Services ERPs, business processes were carefully reviewed and the systems configured to meet the optimized processes. Extensive use was made of user defined fields within the Community Services application to accommodate specialized needs and additionally some vendor built customizations were required. In the context of the City, data and information flow modeling comes into play as a component of IT support for the City’s Lean Government program where as part of the “kaizen” process it is required to generate Process Value Stream maps. Where information technology is either embedded in the process or its introduction can add value and/or eliminate waste, data modeling will typically be required.

The key applications defining the data/information architecture are:

Financial ERP: JD Edwards EnterpriseOne

Community Services: CRW TRAKiT

Geographic Information System (GIS): ESRI ArcGIS

HRIS/Payroll Kronos Workforce Central

These are augmented by a common mechanism for accepting payments provided by the ActiveGovernment cashiering and payment management system.

Additional support for the City’s Lean Government initiative will be provided by deploying specialized workflows via the Sire Technologies’ Electronic Workflow Engine.


VIII.v Security Architecture

The City has an information security program in place to ensure confidentiality of information, the integrity of data, systems and operations. The security architecture must be resilient and provide effective controls over the public/private network infrastructure. Periodic external audits and reviews are performed by qualified security experts to provide guidance on areas for development and enhancement. Security constraints apply to both the wired and wireless environments. Network authentication to the Microsoft Active Directory is an integral part of the security architecture.

The following Security Policies and Procedures are posted on the ITS section of the City’s SharePoint intranet:

IT-DS5.2-01 Information Technology Security PlanIT-DS5.2-02 Information Security PolicyIT-DS5.2-02-01 Metrics for Security Management IT-DS5.2-03 Security Roles and ResponsibilitiesIT-DS5.3-01 Request for Network and Application Access for New UsersIT-DS5.3-02 Password Management Policy (defining the use of strong

passwords)IT-DS5.3-03 Notification of Terminated and Transferred EmployeesIT-DS5.3-04 Periodic Review of User Access RightsIT-DS5.3-05 Information Security for externally hosted and managed

applicationsIT-DS5.3-06 Authentication and Directory ServicesIT-DS5.5-02 Vulnerability Assessment and PenetrationIT-DS5.6-01 Security Incident ResponseIT-DS5.8-01 Encryption TechnologiesIT-DS5.10-01 Firewall Change Request ProcedureIT-DS5.10-02 Server Hardening PolicyIT-DS5.10-03 Patch Management PolicyIT-DS5.10-04 Request for Remote AccessIT-DS5.10-05 Remote Access PolicyIT-DS12.2-01 Physical SecurityIT-DS12.2-02 Physical Safeguards – Device and media Controls for HIPPA

ComplianceIT-DS12.3-02 Facility Access Control Policy – HIPPA Security

The Information Security Policy and the Password Policy are provided to software application vendors as a routine part of our requirements to ensure that they can comply with defined standards.

External Security Audits: Audits addressing various aspects of the security infrastructure are commissioned routinely by both ITS and Internal Audit to assure the security infrastructure is robust and to identify potential areas for improvement.


VIII.vi City of Cape Coral Information Technology Standards

The City’s Information Standards are available at the following address:

http://www.capecoral.net/Government/ITS/Standards/tabid/1294/language/en-US/Default.aspx

IX IT related awards & recognition

The City was awarded 6th place in the 2009 Center for Digital Government’s Digital Cities Survey for cities in the 125,000 – 250,000 population category, up from 8th place in 2008.

The City received the “Transformation Award” from the SW Florida Regional Technology Partnership in May 2009.




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