BUSINESS IMPACT REPORT - Tarrant County

2018BUSINESS IMPACT REPORTTARRANT COUNTY INFORMATION TECHNOLOGY DEPARTMENT

OUR VISION Our vision is to be the best IT organization in state and local government within the United States.

OUR MISSION Ourmissionistoprovidecost-efficient, high-quality IT solutions to Tarrant County Departments,residents,andcorporate and government partners.

The year of the customer through intentional actions: • Listening to the customer • Consolidating / preserving gains • Leveraging opportunities for improvement • Greater focus on government statutes and compliance • Developing our staff

EXECUTIVE SUMMARYIn2018,the“YearoftheCustomer”,wesetoursightsonlisteningtotheCustomer,consolidatingandpreservingourgains,leveragingopportunitiesforimprovementwith focus on government statutes and compliance and developing our staff. We owe our successes in achieving cohesion with our business partners to placing increasing emphasison“BusinessFirst,TechnologySecond”,embracingaVision2020StrategicPlan,andupholdingourcoreGuidingPrinciples.

We are grateful for your participation and support in many of our technology endeavors duringthe2018calendaryear.Whilewecelebrateallthatyou,thebusiness,andtheInformation Technology Department have accomplished and the positive impact it has had on yourlineofbusiness,restassuredthatwearehardatworkplanningforthefuture.

Aswecloseout2018,werecognizedthehard-workanddedicationofthemenandwomenoftheTarrantCountyInformationTechnologyDepartment.ItissaidthatittakesonetoseeaVISION,atleasttwotointerprettheVISION,andmorethantwotoexecutetheVISION.Thatisthetruedefinitionof“TeamSpirit”.Wewillcontinuepartneringwiththebusinesstobreaknew frontiers in business-enabling technology innovations in 2019 and beyond.

OnbehalfoftheTarrantCountyInformationTechnologyDepartment’semployeesanditsleadershipteam,itiswithgreatpleasurethatwepresentthe2018BusinessImpactReport.

ChrisNchopa-Ayafor,ChiefInformationOfficer

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GUIDING PRINCIPLES: ITD’sGuidingPrinciplesarethecadenceandheartbeatofourdepartment. Focusingonthefirstfourguidingprinciplesleadstoprovidingoutstandingcustomerservice. 1. QUALITY 2. STEWARDSHIP 3. TEMAWORK 4. INTEGRITY 5. CUSTOMER SERVICE

STRATEGIC GOALS: 1. Ensurefinanciallysoundinvestmentsinprovisioningtechnologysolutions. 2. Implementgovernanceandstandardstooptimizeoperationalefficiencies. 3. EquipTarrantCountystaffwiththeskillsandexpertisetomeettheneedsofrapidly evolvingbusiness,technologiesandcitizenexpectations. 4. Improve departmental business outcomes through technology enablement. 5. Enablethedeliveryofinformationandservicesanytime,anywhere. 6. Deliverinformation,resourcesandservicestoenablepartnershipsforadigital government infrastructure.

SUSTAINABLE SOLUTIONS: Delivering secure sustainable business solutions using technology focusing on three strategic initiatives. 1. Combiningthetechnologyofcompute,networkandmemorytoprovidesecure and high performing infrastructure. 2. Testing and improving our Disaster Management Business Continuity (DMBC) capabilities. 3. Buildingastable,knowledgeable,skilledanddiversifiedworkforce.

Measuring Results & Business Impact Across Key areas of interesttoourbusinessstakeholders. 1. ITD is Innovative 2. ITD is Responsive 3. ITD is Fiscally Responsible

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AWARDS AND RECOGNITION

2018 Center of Digital Government (CDG)“Top10DigitalCounties”

Awardinthe1,000,000+populationcategory.

2018 NACO Achievement Award for“TarrantCountyPasswordSelf-Reset”

2018TexasComptrollerTransparencyStar Awards - Debt Obligations

2018 Tarrant County Commissioners CourtProclamation recognizing the IT Department

forPursuitofExcellence

Finalist for Dallas CIO of the Year - ORBIE Award in the category

Nonprofit/PublicSector

Appointments: • Vice-Chair NACo Information Technology Standing Committee• NACo International Economic DevelopmentTaskForce

SpeakingEngagements: • TexasCIORoundtable• Fort Worth IT Symposium• NACo Annual Conference

Theseappointmentsandspeakingengagementsallowustheopportunitytoinform,educateandshareourvisionwithpeersinourindustry. 3

ITD EMPLOYEE TRAINING Instructor Led 273 Learners 1,949 Hoursoftraining 28 Certificationsobtained On-line Training 71 Learners 452 Hours of training 316 Courses accessed 115 Videos accessed 87 Publications accessed 30 Job Aids/Mentoring accessed

EMPLOYEE RECOGNITION 212 Extraordinaryperformance11 Exceptionalperformance11 Peakperformance 1 Exceptionalperformanceoveranextendedperiod 6 Project teams (63) employees) – for successful completion of a significantproject

CAREER ADVANCEMENT AND RECRUITMENT 7 Promotions 22 New hires 11 Retirements (224 combined years of service)

TRAINING OPPORTUNITES 4,149 TarrantCountystaffreceivedtrainingfromtheITDEducationCenter

INVESTING IN PEOPLE ITDExecutiveLeadership,nowatfullstafflevels, equals greater focus on enriching the Customer ExperiencethroughInnovation,Responsiveness and Fiscal Responsibility.

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SECURITY AWARENESS • Completedanear2-yeareffortto“ChangeCountyCulture,aka:Behavior” withourDoor-to-DoorCampaignon“Security&PrivacyEssentials”with 60+presentationsandover3500employees. • Secured Commissioners Court support to implement mandatory CJIS Security AwarenesstrainingandcertificationforallTarrantCountyITDpersonnel. • Ofthe112.7Millionemailsreceived104.6Million(92.8%)wereclassifiedas SPAMandblockedfromdeliverytoOutlookInboxesreducingrisk. • Deliveredthe“Security&PrivacyEssentials”presentationattheITStanding CommitteeMeeting,2018NACoconferenceinanarrativemannerandTarrant CountyreceivedseveralcomplimentsfromCountyofficials,Departmentof Homeland Security and Multi-State Information Sharing & Analysis Center (MS-ISAC). • Producedforensics,timelineandsource/destinationroutinginformationpromptly totheTarrantCountySheriffOfficeafteraSpearPhishingcampaignaimedat Tarrant County employees that has resulted in multiple arrests.

NOTEWORTHY INITIATIVES • Grants Financial Reporting – Implemented countywide grant reporting solution whichallowsfinancialanalyststotrackgrantswithoutdownloadingdata;savings on storage.

• Court Reporting Misdemeanor Dashboards – implemented citizen dashboards to displayCourtSummaries(PendingCases,FiledCases,TransferCases,Disposed Cases,andSettableCases)andCourtPercentages(ClearanceRates,PendingCases, and Defendants in Jail). • ACH Mass Reversals – Provided enhanced functionality to the audit department forperformingmassreversals,dramaticallyreducedtheirworkloadinaprocess thatusedtobesinglethreadedandtookhours.

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INVESTING IN COMMUNITY Residents The Tarrant County website provides access to information anytime/anywhere.

7,068,676 pageviews 3,894,000 uniquevisitors 51.6% uniquevisitorsusedmobiledevices(smartphones,tablets,etc.)

Tarrant County website on-line registrations: Senior Synergy 2018 2,462 Attendees 120 Exhibitors 53 Sponsors 84 Volunteers

Healthy Lives Matter 2018 Prostate Cancer Screening Awareness 369 Attendees Alzheimer’sEducationSeries 273 Attendees

Empowering Seniors 2018 997 Attendees 91 Volunteers

TheITDReceptionDeskplaysaverysignificantroleforTarrantCounty.TheITDReceptionDeskassistsresidentsandmembersofthepublicbyanswering and directing them to the appropriate departments whencallingintotheCounty’smainphoneline,817-884-1111.

42,709 Callsreceived 821 perweek 172 per day 19 per hour 28,087 Callstransferredtootherdepartments6

ITD is INNOVATIVE Developing new solutions to solve old problems: • Utilizing the innovation Lab (iLAB) allows IT to test new ideas and develop creative solutions. • New audio-visual capabilities developed in the lab for remote video magistration at the Green Bay facility can now be implemented at other facilities saving the County time and money while improving safety. • WazeIntegration–ThroughtheuseofWAZE,potholes,roadclosures,deadanimalsandother informationautogeneratesserviceticketsinCartegraph. • Developedaninnovativeapproachtosignificantlyreducedatastorageexpensewhile maintainingcurrentresponselevels,yieldingasustainablesolutiontoexplosivegrowth in DME storage. • OnBase-ThedeploymentofOnBasecontentmanagementresultedindigitizing300boxes ofpaperrecords,eliminatingover$23,000instoragecosts. o CountyClerk–implementedOnBaseforCCLandProbatecourtswith significantefficienciescreated: •150,764Probatedocumentswereredactedfrom2,877,502documentsreviewed. •1,948CCLdocumentswereredactedfrom32,102documentsreviewed. o Administration–TheImagingDepartmentscannedanddestroyed326boxesofpaper records transferred directly from various Tarrant County Departments. o Criminal Courts – Emergency Protective Orders – implemented solution that digitizes protectiveordersandsendsemailand/orfaxnotificationstoLawEnforcementAgencies. o PublicHealth–ImplementedContractManagementsolutiontotrackgrants, purchasingRFP’s,contractrenewals,andCDAapprovedcontracts. o ITD - Implemented a comprehensive vendor management process and secured employee personnel records. • Open Data Portal – https://tarrantcounty.maps.arcgis.com/home/index.html-implemented portaltoconnectresidentsandbusinesseswithauthoritativeTarrantCountydata;astrong citizen engagement. • Completed upgrade in Administration Building room 504c adding new TV equipment and tying it to the Commissioners Court AV systems for recording.

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ITD is RESPONSIVE Reorganized and recommitted to focus on service delivery andthecustomerexperience: • 25%reductioninServiceDeskcallbyimplementing self-service password resets. • Average overall customer satisfaction rating is 9.38 out of 10. • Delivered presentations to multiple county departments(managers,allemployeemeetings,etc.) onhowtogethelpfromITD,partofoureffortsto makeiteasytoserveourcustomers. • Successfultransitiontoastaffingmodelwhereall exemptCustomerSupportstaffareonaweekly rotation on-call status to compliment the new after-hours on-call third party service.

Resource ConnectionITDworkedwiththeRCleadershipteamtodevelopanewweb-accessedticketingsystemimprovingmanagementofmaintenancerequests submitted by the campus-based organizations. Resource ConnectionDirector,JamieWillisreportedthatthenewsystem“makeslifesupereasy,...andcostswayless.”

RES URCEC NNECTION

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DMBC • ITDsuccessfullytestedkeycomponentsoftheCounty’sDisasterManagement&Business ContinuitySystem(DMBC)resultingintheDistrictClerkdeclaringtheelectronicrecord asthedocumentofrecordeffectiveearly2019,eliminatingpaperrecordsin27courts.

• DMBC–Atotalof13projects;budgetapprox.$9,000,000;completed in 24 months achievingallsetobjectivesandapprox.$300,000underappropriatedbudget.

DMBC

INFRASTRUCTURE AGGREGATEDTECHNOLOGIES

GOVERNANCEDISASTERRECOVERYSERVICES

COLO DATACENTER

IMPLEMENTATION

COMPUTEBLADE

SERVERS

MANAGEDSERVICES

DARKFIBER

STORAGE&

BACKUP

APPLICATIONMIGRATION *

DR TESTSCLOUDINTEGRATION

APPLICATIONDR TESTPLANS *

BUSINESSIMPACT

ASSESSMENT

NETWORKCORE

UPGRADEMAINFRAME

COOP&

NOTIFICATIONMETRO

ETHERNETTARRANTCOUNTYWEBSITE

INTEGRATEDTEST PLANS *

DMZEMAIL

&COLLABORATION

Business Drivers

Mission Essential

Completed - 2017

Completed - 2018

*

LEGEND

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ITD is FISCALLY RESPONSIBLE Strivingtobecomemoreefficientwhileimprovingeffectiveness: • Completed 100% of ITD calendar year projects in budget. • Innovations in storage led to ~6-fold reduction in cost of storage. • Overall~8%reductioninITDbudgetforFY19,whiledemandforserviceshas continuedtogrowatasignificantpace.

Core program elements implemented: • OperationsCommandCenterequippedforproactivemonitoringofkeyenterprisesystems. • IT Disaster Recovery plans developed and tested including participation with selected county departments. • Employeeemergencynotificationsystemimplemented. • Mainframere-hostedincorporatingbusinesscontinuitycapabilitiesandapprox.$800,000 operating cost reduction. • FullyredundantnetworkintegrationincountyfacilitieswithfiberopticandmetroEthernet solutions. • ConsolidatedcomputingplatformsintoHyper-Convergedvirtualplatform,expandingcapacity and providing scalable architecture. • Nearreal-timedatareplications;useofTAPELESSbackupstospeedrecovery. • Multiple Active Data Centers with automated recovery capabilities and Recovery Time Objective under 2 hours. • Recoverypathprovidedforallexistingbusinesscriticalapplications. • DocuSign–implementedelectronicsignatures,eliminatingpaperandcreatingsignificantbusiness impacts: o PretrialServices–5,513envelopessentforsignatures. o Housing–2,529envelopessentforsignatures. o DomesticRelationsOffice–487envelopessentforsignatures. o Public Health – 570 envelopes sent for signatures. • CollaboratedwithPurchasingandAuditorstafftoupdateITassettrackingthroughStandard OperationProcedures(SOP’s)–Countyreducedriskoflostorstolenequipment,improvedsupport foragedhardwareandimprovedtrackingofmaintenancewarrantywork.

ITD deployment of Printer Logic to centralize infrastructure and management – enhancing securitywhilereducingoverallprintexpenses.

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Strategic technology upgrades and resource optimization allows ITD to accelerate the deployment of new capabilities while realizing savingsofapproximately$697,000.

Duringfiscalyear2018,theNetwork,DataCenter&Infrastructuregroupimplementednumerousupgradestoournetwork,datacenter,andsecurityinfrastructure.Thesechangesdeployednewtechnologies,strengthenedournetworksecurityposture,andprovided substantial scale and resiliency to our computing and networkplatforms.Thesestrategicupgradesenabled the county to avoid substantial financialimpacttotheITDoperatingbudget. The cost avoidance has positioned the Information Technology Department tocontinuetoprovideadvancedservices,stability,andresiliencyaswecontinuetoimprove the overall delivery of technology capability to the county.

Reductions were realized through the replacement and/or elimination of products andservices,aswellasnewproductintroductions which provide greater value at reducedannualcostandgreaterefficiencies.

The Summary of cost avoidance includes: Removal/Reductionofservicesandhardware: $251,500 SoftwareLicensingOptimization: $288,266 ReductionofoperatingcostduetoUpgradedhardware: $158,000

Total$697,766

Cost savings/avoidance from strategic infrastructure upgrades

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ITD SERVICES

Improvementstoournetworkanddata infrastructure have decreased the number of outages to our business services.

Password resets were the number onecategoryforfirstcalltickettypes. As we moved towards a self-helpsystemwithautomation,thesetypes of calls are now reported as Self-Serviceratherthanfirstcalls.

ITD’sgoaltoimplementmoreautomation and self-help for routine issues such as password resets contributed to the decline in overall ticketvolume.

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Mean time to resolve indicates how longaticketisopen.WithmoreticketsbeingclosedduetoSelf-Ser-vice,theteamcanfocusonmorecomplexticketswhichrequiremoretime to resolve.

DemandforcomplexITDrequestsinvolving acquisitions and more resources lead to the increase in backlog.

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PROJECTS COMPLETED IN FY18Comprehensive Annual Financial Reporting (CAFR)GIS Open Data Portal upgradeITD Employee FilesNew Shelving in H Bay; Relocate and Document

New LocationsVoter Lookup Import Automation2017 Tax Year RolloverActive Directory RestructuringAD - LAPS ImplementationAdobe Analytics User MigrationArcGIS Pro 2.1 rolloutArchives Collection Mgmt Phase 3Archives Collections Management Software (CMS)CCA Partners SiteContract ManagementElections SPO Internal SiteEssence v1.16 OnboardingEssence v1.20 MigrationFire Marshal Complaint Tracking SystemGeocode service enhancementHousing Services Rent CalculatorIDEA ProjectJP1 Leave Request AppLeave RequestMass Billing 2018 Upgrade - Phase 1NAS Restructuring - PilotPublic Health FAC Partners SitePublic Health PHAPPS03 Server RetirementPublic Health School Health Surveillance System

(Update)Public Health Vector SurveillancePurchasing SPO SiteRefundTrac - Quarterly Maintenance ProjectSecurity Form Process RefineSMIGL Database CleanupTax Client - Quarterly Maintenance ProjectTax Office Azure Month End DatabaseTax Office RTL 8.0 Upgrade

TCIR Immunization to TXImmTracTCROWVector Surveillance Larviciding ApplicationVersion One Winter 2018 UpgradeMS Office365 - Mailbox Migration General RolloutVersion One Fall 2017 UpgradeCartegraph cloud migrationDisease Surveillance Management System (aka

ECMS)Electronic Poll BooksEnterprise Applications SSO for ArcGIS OnlineESRI 10.6 upgradeGIS Open Data PortalImagery partnershipME LIMS - ProcurementPH-Electronic Health RecordsTax - Nemo-Q InstallationsWaze and Cartegraph integrationWeb Portal Social Media311 Plant Technologies MS DynamicsEnterprise - DocuSign Implementation - Phase 2CCA Diversion Scanning - Doc MgmtCounty Clerk-Paperless County Courts at Law

(CCL)County Clerk-Paperless ProbateCriminal Court Emergency Protective OrdersJP1 Paperless Pilot (Electronic Court)JP1 Scan ProjectNew Shelving in H Bay; Relocate and Document

New LocationsShelve & Document Restored Volumes2017 Jury Master Reconstitution (Jury, DC)Active Docs upgrade – Raptor (IJIS Reports)Family Courts Appointment Wheel Mandate (Media-

tor, Guardian)IV-D Court No_ 3 equipmentJury Management Release 7.0.170HF1 (Jury)Jury Management System Release 7.1Migration of Jury lifetime exemptions (Jury)

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PROJECTS COMPLETED IN FY18 (cont)

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100 projects were completed in 2018 and within budget

Odyssey release patch (CCL, Probate, JP, CC)PATCH RELEASE FOR JURY (7.1.XXXXX6-HF1) (Jury)Redact County Clerk Probate ImagesSB1326 MHMR Updates for Sandra Bland Act(Mag Crt,

SO, Crim Courts)TechShare Prosecutor 2018Q1 Build without eFile includ-

ed (CDA)PaperVision ReplacementVeteran’s Court CRIMES Pilot (Criminal Court Admin)VPN Connectivity to ISDs (JCMS) (Juvenile)Delinquent Tax Sales (Constable 3)TechShare Magistrate Portal (Magistrate Court)TechShare Specialty Courts FilterDRO Media ProjectFamily Court PrintersMicroSoft IIS Upgrade and ClusteringMove Records from Iron Mountain to Records CenterWireless Carriers Connecting to Civil Courts DASWireless Transformation UpgradeCoLo Ancillary Equipment BuildoutNetwork Device Security UpgradeRedact County Clerk Probate ImagesWIC TXINAgg Technology - CyrusOne Colo Preparation for VxBlock & Network ProjectAgg Technology - Re-design DMZAgg Technology ATOS/EMC WP5Agg Technology WP2: Colocation, Infrastructure Deploy-

ment and MigrationAgg Technology WP4: Application Preparation, Virtualiza-

tion and Synchronization, MS SQL Server 2012/2014 Migration

Metropolitan Ethernet to ColocationMetropolitan Ethernet UpgradePlaza ASA Upgrade

2018 Tarrant County Commissioners Court Proclamation recognizing the IT Department for Pursuit of Excellence

ChiefInformationOfficerChris Nchopa-AyaforExecutiveAssistanttotheCIO

Kimberly KnottDeputyChiefInformationOfficer

Russ ScottInformationSecurityOfficer

Darren MayProjectPortfolioManagementOfficeDirector

Jorge CalzadaNetwork&DataCenterInfrastructureDirector

AnthonyJacksonCustomer Resource Center Director

Keith HughesBusiness Application Development & Support Director

Michael Webb

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TARRANT COUNTYINFORMATION TECHNOLOGY DEPARTMENT

http://itd.tarrantcounty.com

Plaza Building200 Taylor Street

FortWorth,Texas76196817-884-3888