HomeMy WebLinkAbout(0009) IR 21-10604 - IT Staff Consolidation and Service DeliveryINFORMAL REPORT TO CITY COUNCIL MEMBERS
No. 21-10604
To the Mayor and Members of the City Council June 22, 2021
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SUBJECT: IT STAFF CONSOLIDATION AND SERVICE DELIVERY
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Background:
This informal report describes the results of IT Staff consolidation process undertaken in FY2018 and FY2019, and
includes a description of how IT services are delivered to departments. This report is issued in response to a question
for future agenda items at the April 6', 2021, that requested an overview of how IT equipment is deployed to
department personnel.
Discussion:
A review conducted in FY2017 found 237 IT positions across all departments in the city. Of those positions, only
137 were in the IT Solutions department. The remaining 100 positions were spread across 14 other departments. The
review recommended a corporate approach with centralized IT staffing as a means to achieve the greatest efficiencies
and highest utilizations of IT staff resources.
A phased approach was taken to achieve the necessary steps involved in creating a centralized IT staffing model.
Over the course of FY2018 and FY2019, the consolidation process focused on all General Fund departments,
including Public Safety. The process examined job duties and responsibilities to determine if the role of each position
in non -IT departments was mainly technical in nature or mainly business administration in nature. In total, 58
positions were reviewed. 25 positions were consolidated to the IT Solutions Department since those were more
technical. The remaining 33 positions were found to be business administration in nature and retained within the
respective department. During FY2021 and FY2022, the IT Services will expand its review to include non -General
Fund departments to ensure IT service levels and efficiencies are further maximized.
The delivery of consolidated IT services is a collaborative effort between IT Solutions and the other operating
departments. IT staff hold regular meetings with each department to discuss project efforts and preventative/reactive
maintenance work. Requests for services or for employee issued IT equipment are initiated by the operating
department and tracked in a ticketing system. Departments work through all administrative and financial approvals
within the department and then enter a request in the ticketing system. Requests can be entered by multiples methods
including online webpage, phone, email and face-to-face requests. IT Solutions then assigns the request to
appropriate staff, performs the work and closes the ticket. IT Solutions processes 57,000 requests annually. Reporting
and escalation monitoring is built into the ticketing system to ensure requests are completed within service level
targets.
Delays occur occasionally within the requesting department approval process and/or within IT Solutions while
processing the request. The delay in provisioning a cell phone mentioned on April 6' was due to administrative
approvals within the Police department. This request was processed and fulfilled resolving the issue.
In addition to the end user computing services provided to departments, the IT Solutions Department supports the
many software systems used for operations and financial management, voice and data communications,
cybersecurity, and planning for projects. The Department supports equipment in over 180 facilities and a workforce
of over 7,000 comprised of full-time, part-time, temporary/seasonal, and contractor workers.
Please contact Kevin Gunn, Director of IT Solutions Department, at 817-392-2015 with any questions regarding this
report.
David Cooke
City Manager
ISSUED BY THE CITY MANAGER
FORT WORTH, TEXAS