Information Technology
Performance Dashboard
OVERVIEW
The Information Technology (IT) division at the City of North Port provides the City government with technology solutions to deliver outstanding service to the North Port community. IT leverages cyber security and industry best practices to support and protect City systems, data, and reputation. The division continually seeks out opportunities to improve communication, services, and efficiencies by serving as the catalyst to implement technology along with associated standards throughout the organization.
This dashboard features both performance goals and output measures. Departments set performance goals that support their Core Service Areas. These goals are tracked and measured to ensure high quality service delivery to our residents. Output measures report on the level of service delivery (number of work orders completed, number of acres mowed).
Goal: Ensure a secure and reliable technology infrastructure.
Measure: Maintain uptime / availability above 98%.
FY 2023 Target is 98%
Information Technology utilizes real-time software to monitor the various applications the City supports. These applications are hosted in the cloud or onsite within our data center. Maintaining a high availability level for all applications used by City staff and our Citizens is essential.
IT has dozens of sensors monitoring these types of environments, including the website addresses, Microsoft Windows services, and bandwidth utilization. As IT monitors these sensors and environments, we can identify potential problems that need to be addressed, be notified of outages, and or involve vendors as necessary to improve uptime and restore applications.
Goal: Ensure a secure and reliable technology infrastructure.
Measure: Maintain 98% of information systems (network, email, desk phones) uptime/availability.
FY 2023 Target is 98%
Information Technology utilizes real-time software to monitor the hardware infrastructure, including our City-wide phone system, network switches, servers, firewalls, and file storage. This hardware is located throughout all City facilities, including our offsite disaster recovery location. Maintaining a high level of availability to all aspects of this environment is crucial as it is the backbone in which all data and communications are sent and received. IT has hundreds of sensors monitoring this environment that will report hardware failures, security-related concerns, high bandwidth utilization, and much more. As IT monitors these sensors and environments, we are notified of outages or potential issues that need to be addressed quickly to ensure we maintain high availability to our City staff and Citizens.
Goal: Provide excellent technology support services to internal customers.
Measure: Maintain 95% of SLA (service level agreements) completion of service tickets assigned to categories of service orders according to urgency in a timely manner.
FY 2023 Target is 95%
Information Technology strives to provide a high level of customer service to our internal City departments. IT utilizes a service desk and a ticketing system to intake issues and requests. Our service desk classifies the request and is categized as a critical, high, medium, or low priority. Our ticketing system defines these priorities with an SLA (service level agreement) around IT's response time and time to resolve the request.