2017 Technology Initiatives I/S Reserve Fund Projections Questions

Transcription

1 Information Services Overview 2017 Internal Service Fund Organization Overview Operations Programs and Workload Overview Lean Programs Accomplishments Kitsap1 Call Center, Service Statistics Department Revenue Expense Summary Operations Budget Detail Pro-Active Reductions Budget Ask versus Status Quo 2017 Technology Initiatives I/S Reserve Fund Projections Questions

2 Information Services 2017 Budget

3 ACCIS Staffing Comparison County Population Total Employees I/T Employ Employee Per Capita I/T Pcnt Total FTE Kitsap 258,200 1, % Thurston 267, % Yakima 249,970 1, % King 2,052,800 14, % Skagit 120, %

4 Workload Overview Workload Year Percent Category Increase Server Instances, O/S % Applications % Data Bases % Technology Initiatives % System Engineers: 196 Servers / 2.5 FTE Industry = 50/1 Kitsap = 78/1 HelpDesk: 1,303 PC s / 4 FTE Industry = 250/1 Kitsap = 326/1

5 Business Process Improvement - BPI Total Cost Ownership/Operation - TCO Assessor-Treasurer System: $5 - $10 Million; years 2000 through 2015 Enterprise Document Imaging System Upgrade: Initial Purchase Est. $750k, Beta approach $100k Microsoft Enterprise Agreement SharePoint Enterprise Content Management savings $750k Virtual Server: $250k Capital $150k annual recurring cost reduction and/or avoidance Lean Six-Sigma Program Impact - Savings: Kaizens-Projects: Hard $310k; Soft $2.8-mil; Cost Avoid $630k Training: Cost Avoid $110k Staffing to date: $370k

6 Quality Projects Indicators: Lean Project Management Program Worksheet 2017 Budget 2016 Budget 2015 Actual 2014 Actual 2013 Actual 2012 Actual 1. IT projects utilizing PMO standards Kaizens 2. Hard Cost Savings 80% 80% N/A N/A N/A N/A $50,000 $50,000 $55,158 $188,052 $6,556 N/A JDI s 3. Soft Cost Savings $500,000 $500,000 $1,138,878 Workload Indicators: Training 1. IT Projects Supported 2017 Budget 2016 Budget 2015 Actual 2014 Actual 2013 Actual 2012 Actual N/A N/A N/A N/A 2. PEAK Kaizens/Projects/JDI 15/10/50 15/10/50 7/7/46 9/7/20 9/7/19 N/A 3. PEAK Training YB/GB/Champion 75/15/10 75/15/10 96/20/9 98/12/60 106/10/4

7 Kitsap1 311 Call Center Workload Quality Overview Year Notes CallVolume 67,710 80, , ,000 70% Increase CaseVolume 8,493 9,215 10,585 12,000 41% Increase KENS Reach 8,828 10,152 15,882 14,750 37% Increase Call Agents Strategies: o Continuing LEAN review of all call flows annually o Process review for efficiency o Cognito forms to reduce process steps o Convert 1 FTE to (2) 0.6 for improved scheduling

8 Kitsap1 311 Call Center Industry Benchmarks Industry average (various) is agents answer calls per day. K1 agents are answering 120+ per day To handle 50 calls per hour (2 minute calls) 95% of the time within 30 seconds requires 5 call agents (PlanetCalc). K1 has 4. Observation from Benchmark Portal regarding abandoned calls High abandon rate is symptomatic of call centers without an effective workforce scheduling and management approach to maintain appropriate staffing levels, and is a contributing factor to customer dissatisfaction.

9 I/S Program Worksheet Revenue Expense - FTE Revenues impacted by Reserve Cost Recovery to 100% $372,739 Expense impacted by Technology Initiatives $298,358

10 Pro-Active Expense Reductions 2016 Budget Category Salary/Benefits 2017 Budget Pro-Active Reductions Notes 4,299,128 4,590, , ,196 Services 2,045,054 2,052,058 Capital 202, ,000 (12,000) Server Replacement Inter-Fund 286, ,714 (23,843) Supply Totals $ 6,970,405 $ (5,470) PC, Software, Supplies (74,100) Voice-Data Maint. Professional Svcs 7,227,892 $ (115,413)

11 Budget Summary and Ask I/S I/S Account Budget Status Quo Request Net Ask Total Salary - Benefits 4,299,128 4,590,923 4,642,219 51,296 Total Supplies 137, , ,196 0 Total Services ,045, ,052,058 Category Salary/Benefits Total Capital Budget Budget 4,299,128 4,590, ,000 Supply 190, ,666 Total Inter-fund 132, , ,714 Pro-Active 2,098,058 Reductions 190,000PC, Soft, Supplies 0 (5,470) 262,714Voice-Data Maint 0 Services 2,045,054 2,052,058 (74,100) Capital 202, ,000 (12,000) PROPOSED Inter-Fund EXPENSES Totals 6,970, ,557 $ 6,970,405 7,227, ,714 $ 7,227,892 46,000 Notes Professional Svcs Server Replacement 7,325,188 (23,843) $ (115,413) 97,296

12 Reserve Fund Projections Priority Potential-Pending Initiatives Amount Comments - Notes Beginning Fund Balance 204,276 From I/S Reserves 2016 Projections Project Recovery Revenue 745, % Project Recovery Ops Budget Savings, estimate 50,000 Estimated unspent carry-over Projected Funds Available 999,753 Annual Microsoft CAL License 285,268 PC O/S, Office Suite, , SharePoint Superior Court - State Upgrade Estimate $20-25k range 25,000 Funding if State Imaging used need to upgrade application - cyber Kitsap Savings, apply to ,358 Reduces Reserve Funds available Priority 1 Sub-Total 323,626 Projected Fund Balance 676,127

13 Reserve Fund Projections Priority Potential-Pending Initiatives Amount Priority 2 Projected Fund Balance 676,127 Place-holder, Office 365 continued OneDrive, Exchange, SharePoint All Dept. Staff Time TCO,Total Cost Ownership/Ops Reduction in Servers and Disk Space GIS Base Map 175,000 Survey only: $75k-2017; $50k-2018 Financial, H/R, Budget, JDE Replace 100,000 Design-Develop Phase Priority 2 Sub-Total 275,000 Priority 2 Projected Fund Balance 401,127 Comments - Notes

14 Reserve Fund Projections 2018 Potential-Pending Initiatives 2018 Projected Beginning Fund Balance Amount Pri Comments - Notes 401,127 Strategic - Active Projects Consumes Office/Dept. & I/S staff Annual Microsoft CAL Enterprise License 285,268 1 PC O/S, Office Suite, , SharePoint Replace-Update Firewalls, deferred from , Yr. Maintenance savings pays for Upgrade 75,000 2 FTE time to finish, meeting Assessor cycle, completes 3-year project Financial, H/R, Budget, JDE Replace 250,000 2 Consulting-migration support, First year SaaS Law & Justice Web RMS: possible $500-$ ,000 2 Vendor forcing SaaS upgrade, may pursue new provider or consortium GIS Base Map 2018 Projected I/S Reserve Funds 1,060,268 Reminder: Assessor/Treasurer 2017 $600k; 2018 $250k

15 Reserve Fund Chart

16 Questions General Fund Charges Increased 2.34% Increase = $105k Gen Fund Departments added User ID s $110k General Fund use of Kitsap1 Call Reception $47k Loss of Health District Phone Revenue ($70k) Net Impact to General Fund $227k

17 2017 Budget Presentations Facilities Maintenance Operations, BR&R, and I/S Strategic Initiatives 1. Facilities Maintenance Operations o Mechanical o Maintenance o Janitorial and Grounds Contracts 2. BR&R: Building Repair & Replacement/Maintenance 3. Information Services Strategic Technology Initiatives

18 Facilities Maintenance Current Organization

19 Facilities Maintenance Highlights Leadership Transition New Supervisor Established one working Team Leader Added Maintenance Technician and Maintenance Assistant Lean Efficiencies Continuing with Weekly Planners & Friday Misc. Catch-up New Work Order System & Preventative Maintenance Volume of equipment failures increasing $ 70k Year to Date, multiple large items Volume of project requests increasing 34 projects active and/or pending Plant Operations Guide suggests $4-million plus budget

20 Facilities Maintenance Program Worksheet Revenue Change Taxes $0 $0 0% License and Permits $0 $0 0% Intergovernmental $0 $0 0% Charges for Services $0 $0 0% Fines and Forfeits $0 $0 0% Misc/Other $194,753 $163,200-16% TOTAL REVENUE $194,753 $163,200-16% Expenses Change Salaries & Benefits $991,203 $1,108,019 12% Supplies $46,500 $42,500-9% Services $735,540 $679,540-8% Interfund Payments $102,429 $111,100 8% Other Uses $0 $0 0% TOTAL EXPENSES $1,875,672 $1,941,159 3% FTEs (Full Time Equivalents)

21 Facilities Maintenance Budget Summary Account 2016 Budget 2017 Status Quo Facilities Request Facilities Net Ask Comments-Notes Salary - Benefits 991,203 1,026,960 1,108,019 76,306 Off Asst.25 increase 2016, $22,266 Decrease Bud ($8,190) Add 1.0 Mechanic $76,306 Supplies 46,500 42,500 42,500 (4,000) Downward trend of actual Services 735, , ,540 (56,000) Interfund 102, , ,959 - I/S User charges, to be corrected Proposed Expense 1,875,672 1,860,100 1,935,018 8,116 Add Mechanic = $76,306 Reductions ($68,190) Bud, Supply-Svcs

22 2017 Budget Presentations BR&R Funding Buildings Issues Grand Totals 745, , , , ,000 95,000 Manufacture Accruals; Equip $190k; Roof $101k; Carpet $117k; Security $100k = $508k 508, , , , , ,000 Kitsap Accruals; Equip $127k; Roof $67k; Carpet $78k, Security $75k = $347k 347, , , , , ,000 Primary Buildings Unfunded Equipment Failures History of various component failures, taken from Facility Operations, includes Aging Courthouse HVAC units Courthouse Basement AC1 is 20+ years old, not likely to last ten years 30,000 Juvenile HVAC HVAC is 16+ yrs old, needs major component replacement. Mother Board showing issues, needs replaced, align with Campus 75,000 75,000 75,000 75,000 75,000 75,000 50,000 40,000 County Boilers Age of the existing units over the useful life, need replacement 10,000 10,000 10,000 10,000 10,000 10,000 Campus HVAC Aging units in both old & new building will need major component replacement on-going, 24/7 requires some proactive 10,000 10,000 10,000 10,000 10,000 10,000 replacements Jail Elevators 1 very old, two newer, old unit "failing" 100, ,000 PSE LED PSE has available grant monies up to 45% of materials, labor and installation, buget is net expense 25,000 25,000 25,000 County Wide Door Control Electronic Door Control System (orig $200k estimate) 20,000 15,000 15,000 20,000 20,000 Juvenile Door Control Door Control - Security System similar to Jail 400,000 Administration 2018 Roof Garden improvement-repairs and Roof Repair 2020 anticipate major HVAC component replacement 50,000 50,000 Campus Elevators 1 ancient (no parts available) 1 old, piston issues 100,000 County Fire Panel Existing wired fire panels are not being supported in future and Upgrades vendors are going to wireless units. 15,000 15,000 15,000 Primary Building Category Totals 720, , ,000 80, ,000 95,000 Secondary Buildings Log Church Demolish existing structure. Install 7-8 parking spaces. Safety issues, parking for SAU Employees 25,000

23 2016 Budget Presentations BR&R Overview Funding History: o 2012 $36,617, first year of program o 2013 $707,008, including Parks Juvenile Hydrostat Drainage $340k Parks Roofing - Storage $175k o 2014 $80,585, excluding Parks Unspent Operations Budget for Unplanned Failures o 2015 $70,000 new projects o 2016 $723,885 new project Jail Door/Security $150k from Juvy Hydrostat applied to request list $75k from Supply/Services applied to Un-Planned Failures o 2017 Ask $245k, plus unspent 2016 Supplies/Services

24 2017 Budget Presentations I/S Strategic Initiatives I/S Budget Three Categories 1. Operations Budget $7,325,188 o Internal Service Fund, Cost Recovery 2. Technology Initiatives $598,358 o I/S Reserve Fund $50k - $750k range 3. Strategic Initiatives o Major Platforms Applications $750k plus o Industry moving to Software as a Service o Avoid up-front capital, use lease approach

25 2017 Budget Presentations I/S Strategic Initiatives Fund Projection History: 2010 versus 2017 o Enterprise Imaging $750k, now $100k o Assessor/Treasurer $1.5-mil., now $1.7 mil o Financial Management H/R Budget 750kplus range, now $350k estimate o SaaS Cloud Subscription first year and consulting o Law & Justice $750k range, now $250-$750 o Vendor forcing SaaS Cloud Subscription upgrade, may look to new vendor or consortium

26 2017 Budget Presentations Strategic Technology Timeline

27 2017 Budget Presentations I/S Reserves Funding