Information Technology
General Fund
Department Description
It is the department’s mission to provide modern technologies that enable the employees of the City of Kalamazoo to deliver efficient, effective, and accessible services to the citizens of Kalamazoo. The Information Technology Department supports this mission by collaborating with our internal customers to identify, implement, and maintain information technologies, which improve staff and management knowledge, decision-making and service delivery.
The Information Technology Department is responsible for maintaining and securing the City’s data, network, services, and endpoint devices. The department is focused on delivering excellent customer service to internal resources, securing the City’s IT resources, and providing data, analysis, and reports.
Core Services
The primary functions of the Department are:
- Provide technical customer service to other departments throughout the City.
- To enhance communications, collaboration, and flow of information.
- To provide leadership and technical solutions that fill business needs and functions.
- To manage and optimize software licensing and information.
- To develop and implement information technology polices, best practices and procedures.
- To provide access to new and emerging technologies.
- To provide efficient and secure storage of data.
- To provide a high level of risk management for cyber security, confidentiality, and privacy.
- To provide disaster recovery and business continuity services for our environments.
Department Goals
Goal: Decrease Average Days to Close a Service Desk ticket
Objectives: Improve metric from 2.15 average days to close Service Desk tickets to 2 average days to close Service Desk tickets (national average is 2.5 days to close).
Action Plan: Provide training to staff, update process and internal documentation.
Metrics: Actual for 2022 is 1.95 days to close and goal for 2023 is 2 days to close
Alignment with Strategic Vision: Good Governance
Goal: Increase Overall CIS Score
Objectives: Increase overall CIS score by 5 points
Action Plan: Provide training for staff, complete tasks as a result of security assessment, and incorporate industry best practices
Metrics: Actual CIS score for 2022 is 45, goal for 2023 is 50
Alignment with Strategic Vision: Good Governance