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ATTACHMENT A INFORMATION TECHNOLOGY Service Description All residents of the City of Eugene experience Information Technology (IT) services when they report a crime, check out a library book, stop at a traffic signal, purchase Hult Center tickets, register for a recreation class, or use virtually any City service. All City services use technology to increase their efficiency and effectiveness. Increasingly, the public accesses City information and services over the Internet. IT staff support the complex network of information and communication systems that underpin these applications, thus enabling the City to better serve the public. The work of IT staff involves five key service processes: · Network Infrastructure: Providing computer workstations, printers, servers, telephones and the secure and reliable network that links them together in 51 City facilities throughout the community. · E-government: Providing a reliable and secure Internet platform for the City departments to deliver information and services to the public. · Automated Business Systems: Working with City departments to design, implement (develop or purchase), maintain, and upgrade automated business systems and personal computer software. · Franchise Management: Providing franchise management, consumer advocacy, and staff support to elected officials regarding telecommunications providers and services. · Document Production and Distribution: Managing multi-function devices (copy, scan, print, fax) located in departments, providing in-house publishing services, consulting about external publishing, and in-house and US mail services. IT staff support the needs of about 1,470 staff who use 164 automated business systems, 80 servers, 1,215 telephone sets, 602 cellular phones, 107 photocopiers, 255 laptop computers, and 1,296 personal computers connected to the City network. The service staff comprises 55.25 FTE and IT has a budget of $14,324,796, two-thirds of which is spent on services, materials, and capital outlay. The past decade was a period of significant growth in service demands. Eugene moved all of its business applications off the mainframe, grew from 0 to 80 servers and created the City of Eugene web site which averages over 4,500 users each day. Mission We use our professional expertise, in partnership with our customers, to improve public services through the strategic use of Information Technology. Outcomes · Increase the efficiency and effectiveness of City departments and improve the quality of their services. · Provide secure public access to City services and information through the use of technology. · Improve access, usability and integrity of information for City staff, elected and appointed officials, and other agencies. · Strengthen communication between City staff, officials, and the public through computer, telephone, and document technology. · Use technology to promote environmentally sound practices. · Protect the public's interests by ensuring that franchisees adhere to City telecommunications policies and regulations. Operating Principles · We work for the customer. · We have integrity. · We are professional. Information Technology October 2004 Page 1 Central Services