Information Services (I.S.)
Strategic Plan / Standard Operating Procedures

Definition of Roles:

To efficiently use the City's labor resources we must define our roles as they relate to technologies.

Information Services (I.S.) Role:

Simply, Information Services is responsible for establishing and maintaining information and communication tools.

General Roles:

1. Coordination of technology throughout organization:

Have regular meetings of the Citywide Technology Committee (CTC). The main purpose of this committee is "for the coordination of technology, the sharing of ideas, concerns, and problems, among the city departments.". Agendas are prepared and minutes are taken and then distributed to all department heads and committee members.

2. Assist department's in applying technology to meet their respective needs:

Be available for each department to determine needs, ensure compatibility's, make recommendations, and implement the solutions. Continue to do in-house programming where appropriate to meet operational needs.

3. Concept Planning:

Determine and conceptually plan the best ways for technology to meet our goals. We will continue to install, maintain, and upgrade systems as necessary. Information Services will be responsible to research and develop new ways to accomplish tasks in a more productive manner.

4. Purchase equipment:

Purchase new hardware and software for all departments. When budgeting is complete we combine all appropriate computer related funds into the City Equipment 803.100 line item. Information Services is responsible to purchase the budgeted equipment as deemed appropriate. In this way, we have a single direction and consistent purchases ensuring we meet our needs and continue compatibility among systems.

5. Install, support, and maintain systems & standard technologies:

Fundamentally, we will provide standard technologies as appropriate to all departments of the city and to the Citizens of Leawood. We will have our network servers and PBX's on-line 99% of the time. We will respond to and accomplish 97% of all priority requests within 24 hours. Priority requests include "can't log into server, can't print, can't dial out", very basic critical elements to daily operations.

6. Resource for training:

Provide training for basic system technologies. For example, we will provide training on our e-mail, calendar, and Internet systems. We will work with departments to determine computer skill sets necessary to perform job specific functions. We will apprise departments of various places to receive training and express our opinion as to the best option.

7. Programming:

We will continue to create, maintain, and upgrade in-house programs. We will assist in departmental specific programs as they relate to our responsibilities. Examples of these programs include paycards, P.A.R's, leave, expenditure, building permits, and inspection programs.

8. Resource Dissemination Throughout Organization:

I.S. is ultimately responsible for dissemination and location of technology. Who gets the new machines and equipment is dependent on need. Need is determined by reviewing the situation with the department head and I.S. staff.

9. Prioritization:

I.S. is responsible for determining the prioritization of its' activity. Priority will be determined based on critical nature of the situation and on the number of people being affected. For instance, if the phone system is not working than that will take priority over a single printer that is malfunctioning.

**The exception to this is the prioritization as determined by the City Administrator.

Specific Roles:

• Network Administration & Maintenance
• PBX's & Voice Mail Systems
• Phone Devices
• Phone & Data Lines
• Internet Access, Home Page, & E-mail
• Geographic Information Systems & Software
• Personal Computer Hardware
• Citywide Software
  
  Windows Operating Software (95, 98, NT)
  Network Operating Software (Novell, Windows NT)
  E-mail
  Calendar
  Anti-virus
  Remote Control Software (PC Anywhere & Reachout)
  Microsoft Office Applications (Office Pro 97, etc)
  Computer-Aided-Dispatch & Police Records Management Software
  KCMO Alert Connection
  Johnson County OASIS Connection
  Packet Cluster Software
  In-house Programming (SmartWare for Windows)
Paycards
Personnel Action Requests
Personnel Program
Leave Program
Municipal Court Program
Detective Case Reporting
Expenditure / Purchase Program
Action Center Program
Building Permits & Inspection Worksheets Program
Right-of-Way Program
Property Printout
Etc.
• Printers
• Interagency Connectivity
  
  KCMO Alert Connection
  SNA Connection to KCMO
  Johnson County OASIS Connection
  Johnson County GIS Connection
  Johnson County --- Kansas Astra (CJIS) Connection
• Video & Sound Systems
• Data Communication Devices (Routers, Hubs, CSU/DSU's)

Department Roles:

General Roles:

1. Departmental Specific Hardware & Software:

Each department is responsible for "departmental specific" software and hardware. For example, the Public Works department uses AUTOCAD and LASIS, the Fire department uses Fire House software, Parks & Recreation uses AEK recreation software, and Finance uses FundBalance software. Each department must have an employee(s) knowledgeable about their particular hardware and software and technical support facilities. I.S. will provide a helping hand with "system" related issues like installation, initial configuration, and network administration. I.S. will aid and assist to the best of our abilities, but it still remains the department's responsibility for department specific software and hardware.

** The current exception to this is the Computer-Aided Dispatch, Police Records Management, and Packet Cluster systems in use for the Police Department. Information Services provides an Information Systems Specialist position in combination with the Police Department for their systems needs.

2. Communication of Needs:

Each department is responsible to communicate technology needs to I.S.. This will allow for the coordination of activities, will ensure the compatibility among systems, and minimize duplication of effort.

3. Approval of Hardware and Software:

Each department is responsible to secure Information Services approval for new hardware and software purchases. I.S. needs to provide approval to any new types of technology's the City of Leawood is employing that would in any possible way be related to information systems. This is not intended to discourage departments to purchase diskettes, pointing devices (mouse), keyboards, or items that are minor in nature.

4. Technology Usage:

Each department is responsible for their use of technology. I.S. provides the basic computerization and communication tools, the departments must use these tools in ways appropriate to maximize efficiencies.

5. Training:

Each department is responsible to train individuals on software and hardware necessary to perform job functions. If you hire someone new you need either to make sure they have the technology skills or have training in place to give them the necessary skills. Departments are responsible to notify I.S. and receive approval prior to any outside computer training employees will attend.

User's Role:

General Roles:

1. Citywide Technology Policy:

Each user of the City of Leawood's technology must adhere to THE CITYWIDE TECHNOLOGY POLICY. Existing and new employees must sign a form indicating they have read and will abide by this policy. These signed originals are on file with the Human Resources Department.

The City of Leawood's Information Services department intends to encourage each and every Leawood employee to use our technology to its fullest in a manner that is consistent with our city's mission.

2. Initial Problem Resolution:

In order to eliminate many unnecessary calls to I.S. we require that each employee attempt to do the following:

A. When the personal computer freezes or locks-up:

1. Verify the system is froze or locked up (try typing and moving the mouse)
   ** Caution: If your computer locks or freezes up please understand that you run the risk of losing information.Document what computer activities you were doing when the system froze.
2. Include date, time, what software application you were in, and what function you were trying to accomplish. This will greatly assist I.S. in determining a solution or at least gives I.S. a starting point.
3. Turn off the machine
4. Wait 2-3 minutes
5. Turn back on the machine
6. Windows may force you to run SCANDISK
7. Log back into the network
8. Re-try the software
9. Determine if it is working and if your information is current and correct.
10. Call I.S. if it is still non-functional or if your information is damaged. I.S. can restore from a tape backup if necessary.

B. When you have a question on "how to's" within Windows Applications:

1. Start by using the applications "help" manual. Most of the times you can press F1 or click on "help" then follow the directions. Many questions are easily answered by this means.
2. If you still are having difficulty then try someone else in your department to see if they could provide you the answer.
3. Call I.S.

3. Communication of New Ideas

Each user of the City's technology is expected to communicate new ideas to their supervisor or to their Department's Citywide Technology Committee representative.

4. User Software

Software that is "user specific" must be maintained, supported, and upgraded, by the user. The user must secure approval from their Department Head and must receive approval from I.S. before installation of any new software. Some examples would be, QuarkExpress for Public Works and Parks & Recreation, and PageMaker for the D.A.R.E. division of the Police department. These programs were approved through the appropriate channels, serve a specific purpose, and are supported by the manufacturer of the product. I.S. is not responsible for support of these types of programs. Again, I.S. will aid and assist to the best of our abilities given our current priorities and time constraints. These will be of lower priority.

Specific Roles:

• Keep computer & computer area clean
• Don't have coffee or other beverages near keyboards or computer.
• Document problems
• Know I.S. policies