Information Technology
FY 2023-25 PROPOSED POLICY BUDGET
SERVICES
Internal Services
Citywide Services
Services include installation and maintenance of network, infrastructure, public safety, and other technical applications and database systems. Additionally, the Information Technology Department provides reprographic and telecommunication services for departments Citywide.
Customer Support
Provides desktop support to City employees seeking IT-related technical assistance as well as with installation of technology equipment and devices for City employees.
PRELIMINARY PERFORMANCE MEASURES
Service Title: Program Management
Council Priority: Other
Service Description: IT Program Management supports the development and implementation of projects across Oakland that have an IT component. Projects are prioritized based on needs and as they relate to the City’s strategic plan.
Service Type: Internal
Output Measure: Number of projects ITD works on per year
Objective Description: Implement high-quality projects and programs that meet the City’s strategic objectives and ensure prudent use of taxpayer resources.
Success Measure: Percentage of programs with complete implementation within budget (includes projects with $0 identified budget)
Service Title: Reprographics
Council Priority: Other
Service Description: The Reprographics/Print and Copy Services division offers quality full-service document printing and reproduction support to all departments and agencies in the City. Capable of producing color or black and white documents from electronic or hardcopy files with state-of-the-art digital equipment.
Service Type: Internal
Output Measure: Number of print jobs (color and black and white) completed per year
Objective Description: Complete print jobs within 10 business days
Success Measure: Percentage of print jobs completed within 10 business days
Service Title: Emergency Service Communication Tools
Council Priority: Other
Service Description: IT provides acquisition and maintenance services that ensure Oakland Police and Fire have access to the best communication tools possible
Service Type: Internal
Output Measure: Annual inventory of radios actively on the network
Objective Description: Support OPD and Fire communication efforts by ensuring critical staff have up to date radios
Success Measure: Percentage of critical staff with radios
Service Title: Help Desk
Council Priority: Other
Service Description: The IT Help Desk is a comprehensive internal customer service team meeting the needs of all City Staff
Service Type: Internal
Output Measure: Number of Help Desk tickets completed per month
Objective Description: Complete Help Desk tickets within 3 business days
Success Measure: Percentage of Help Desk tickets completed within 3 business days
Service Title: OakWiFi
Council Priority: Clean, healthy, sustainable neighborhoods
Service Description: OakWiFi provides free internet to Oaklanders to help close the digital divide
Service Type: External
Output Measure: Number of devices/users connected to OakWiFi per month; Amount of free data transmitted on the network per month
Objective Description: Support equitable access in connectedness across the City of Oakland, with a focus on underserved communities
Success Measure: Percentage of system up-time
ORGANIZATIONAL CHART
BUREAUS/DIVISIONS
Office of the Chief Information Officer
The Office of the CIO is responsible for the administrative management of the Information Technology Department including strategic planning, policies and procedures, fiscal management (budgeting, accounting, accounts payable and receivable), vendor negotiations and contracting and procurement, and human resources management.
In addition, the Office of the CIO oversees special projects and initiatives, including citywide technology governance, project and program management, community broadband, public Wi-Fi, and cybersecurity, including risk management and remediation.
Infrastructure & Operations
This division provides a full range of enterprise technology solutions and services including end-user computing and communication devices, high performance servers and storage, Data Centers infrastructure, telecommunications network, mission critical 911 Public Safety technology solutions, and HelpDesk services.
The HelpDesk team serves as the initial point of contact for all technology incident reporting, tracking trouble reports, first level problem resolution and answering general IT questions.
The Desktop team supports and aids with issues ranging from desktop software, computer workstation and mobile device troubleshooting and deployment, to back-office technology maintenance and support.
The Infrastructure team maintains enterprise infrastructure, including servers, storage, networking, telecommunications systems, backup and disaster recovery, security and maintenance of both on-premise data center and multi cloud environments.
The Public Safety teams provide support for OPD IT, OFD IT, and the City’s Radio Shop. These groups maintain mission critical systems, 911 Dispatch Centers, Emergency Operations Center, and P25 mission critical voice communication radio system, handheld and mobile radios, Microwave Backbone network, cable television infrastructure, and closed-circuit television video systems.
The Reprographics/Print and Copy Services team offers quality full-service document printing and reproduction support to all departments and agencies in the City of Oakland. Capable of producing color or black and white documents from electronic or hardcopy files with state-of-the-art digital equipment.
Enterprise Systems
Enterprise systems are major, complex systems that are utilized on a Citywide scale.
The Oracle team maintains and supports enterprise applications such as Oracle’s Enterprise Resource Planning (ERP) system, which includes General Ledger, Accounts Payable, Purchasing , Projects, Grants Accounting, Cash Management, Payroll, Human Resources, Time and Labor, Benefits, Contract Management, Budgeting (Public Budgeting and Cloud Service), Internet Procurement, Internet Supplier, and Internet Sourcing.
The Applications team supports departmental applications such as Business Tax (HDL), Rent Adjustment Program (RAP), and our land-based management system for Planning and Building (Accela). Furthermore, our staff of application developers design, develop and implement web and mobile based solutions for our various departments.
The GIS team provides GIS information to users; research GIS database accuracy and completeness; develops web applications to access various resources; maintains intranet applications including web content management; performance capacity planning. It also provides GIS information to users; research GIS database accuracy and completeness; develops web applications to access various resources; and maintains intranet applications including web content management.