FINAL ADOPTED BUDGET 2020-2021

NETWORK SERVICES FUND

Actual 2018-19

Budget 2019-20

Adopted 2020-21

Projected

2021-22

Expenditures by Type Personnel Costs Maintenance & Operations Capital Outlay

2,281,911 10,998,068 4,650,000 17,929,979 16,903,320 1,026,659 17,929,979

2,034,514 9,337,056 2,748,121 14,119,691 15,093,910 974,489 16,068,399

2,177,833 10,360,398 3,650,000 16,188,231 15,287,740 900,491 16,188,231

2,342,200 10,838,382 4,650,000 17,830,582 16,805,320 1,025,262 17,830,582

Total

Revenues by Type Other Revenues Appropriated Fund Balance

Total

Departmental Objectives  Maintain a robust network and enterprise systems to provide future growth.  Increase application development throughput by migrating all development to a Service Oriented Architecture.  Increase tranparency through our open data program.  Engage in Smart City initiatives to enrich community services.  Deliver excellent customer service.  Increase IT capacity to meet business objectives in timely manner.  Be a business partner and innovator.  Establish strong IT Governance.  Cloud First Infrastructure-as-a-Service & Software-as-a-Service.

Performance Measures

Adopted 2020-21

Actual

Budget 2019-20

Projected 2021-22

2018-19

Workload Measures  Percent of Service Desk Tickets Closed within 3 days

90% 90% 400 35%

84%

88% 88% 437 24%

90% 90% 450 27%

94%%

 Percent of First Time Resolutions

438 19% 13% 93%

 Monthly Service Calls

 Percent of Calls Entered From Portal

5%

8%

7%

 Abandon Call Rate

95% 100%

67% 100%

80% 100%

 Percent of Leased Equipment Deployed within 30 Days  Percent of Leased Equipment Received within 24 Hours of Delivery  Network Items Expired > 90 days, No Replacement or Return Requested

100%

20

27

26

20

Adopted 2020-21 Budget

84