FY 2020-21 City of Encinitas - Information Technology Year End Report - Information Technology Operations, Business Applications, and GIS City of ...
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FY 2020-21
City of Encinitas
Information Technology Year End Report
Information Technology Operations,
Business Applications, and GIS
City of Encinitas
June 2021IT Projects and/or Significant Milestones Completed
The following IT projects or milestones were completed in FY 2020-21. They are grouped by category and listed
alphabetically. The following IT staff (listed alphabetically by first name), often through collaborative teamwork
with their IT colleagues and colleagues in other departments, all had a hand in the successful completion of
these projects: Chris Schuchardt; Dave Chavez; David VanPelt; James Crandall; Jason York; Jessica Contreras;
Kevin Highland; Kieran Parhar; Maureen Salmon; Megan Cervantes; Neil O’Connor; Rashid Clifton; Serena Milne;
and Warren Weamer. David Van Pelt and Jessica Contreras provided coaching and supervision throughout.
Despite significant IT staff resource reallocation to assist Facilities with the City Hall renovation project and the
added workload of supporting remote staff, a total of 38 projects were tackled in FY 2020-21 and many were
completed. If the project is ongoing and not yet fully completed, it will indicate ‘Milestones Completed’ in the
description field.
NEW OR UPGRADED MULTIMEDIA SYSTEMS
Council Chambers Managed implementation of new Council Chamber audio
visual (AV) and broadcast equipment with Western AV per
design specifications. Included procurement of equipment
to produce videos in house and to broadcast from multiple
locations.
Library Info Lab Managed installation of new AV equipment and upgraded
PCs in the Library Info Lab, which is a technology classroom
used by the public and City staff.
Aquarium conference room Managed installation of new AV equipment for the new City
Hall conference room.
Moonlight Beach Marine Safety Center Managed installation of new AV equipment to facilitate use
of Surfline camera information.
Rose, Carnation, Poinsettia, and Fire 5 Managed AV upgrades with WAV to Fire 5 and (3) City Hall
meeting rooms.
NEW OR UPGRADED BUSINESS PROCESSES/SYSTEMS
Facilities maintenance tracking Implemented Tyler EAM Work Orders and Tyler Hub for
Facilities Maintenance group.
Interactive Voice Response Implementation of an interactive voice response system for
SDWD utility billing pay by phone.
Legacy system (H.T.E) – Phase I (retirement) Extracted select data for HR/Finance into Access database
(with eventual move to SQL) to store long term for historical
archive. Extracted all legacy data from land management,
permitting and engineering modules and loaded into
transitional MS Access database.MyEncinitas App - Tyler 311 Milestones Completed: Retired the previous 311 app
SeeClickFix and migrated request tracking to the
MyEncinitas App. This project will continue to evolve.
OpenGov 'Budget Book' Installed new 'Budget Book' functionality (including new
server). Turned over to Finance to work with vendor on
configuration and training.
O365 TEAMS – Phase I For Phase I - TEAMS was rolled out to IT, Development
Services, Public Works, and the Executive Team to facilitate
better collaboration.
SDWD Beacon AMI meter interface with Munis Configured and installed new hardware and software to
support integration. Turned over to SDWD to handle the
rest.
Tyler Customer Self Service (CSS) Milestones Completed: Bookings was introduced on the CSS
main page to facilitate virtual meetings with customers on
zoning and land use. The ‘Application Module’ was
configured and activated on CSS, allowing for all plan types
to be submitted via the portal. This project will continue to
evolve.
Tyler Dashboard – Executive Insights Milestones Completed: The primary EI dashboards were
configured and stood up, (Comm Dev and ERP). Convenient
Links to the dashboards have been added to the intranet
menu. A new card for ‘Item Review’ metrics was also
completed. This project will continue to evolve.
Tyler EnerGov (back office) Milestones Completed: Many refinements were made to the
building workflow, including a new “blue card” replacement
and the addition of several inspection types.
Tyler HUB (staff KPIs) Milestones Completed: Focused HUB pages were completed
for the following groups: Clean Water (several), Code, and
Building. Additional all-purpose pages for Permit Finder, Plan
Finder, Short Term Rental and Permits Review were also
moved to production. This project will continue to evolve.
Tyler Munis II - General Ledger/Year End Manager Configured and leveraged Year End Manager to assist with
year-end financial tasks. Ensures no steps in the process are
missed and creates system of record for associated
supplemental documentation.
Tyler Munis II - Roles audit/revamp Standardized and streamlined roles in the ERP system.
Created a taxonomy that provides a degree of clarity and
easier role management. This step is a perquisite to Roles
Based Workflow modifications.NEW OR UPGRADED MULTIMEDIA, VIDEO, WEB
In house video production Created and produced the following videos:
• Candle Safety
• Space Heater Safety
• Fireplace Safety
• Commercial Kitchen Safety
• Home Cooking Safety
• Sprinkler Safety
• MyEncinitas
• Housing Plan Update
myEncinitasTV Developed a myEncinitasTV station including both broadcast
and web streamed content.
News Center web page Created 'News Center' webpage on the City's website to help
the public read the City's latest news, follow the city's social
media pages, subscribe to city updates, download the
MyEncinitas 311 app, and watch MyEncinitasTV - the City's
local government access channel.
NEW OR UPGRADED TECH EQUIPMENT
Gov to Gov (electronic County recordings) – phase I Implemented an encrypted digital document delivery system
linking the City of Encintias with the County of San Diego for
electronic document recording. This project will continue to
evolve.
Annual PC/mobile device EOL replacements in FY21 Replaced ~100 end of life workstations and mobile devices.
M2 radar at Moonlight Beach Marine Safety Center Oversaw installation of a radar donated by Wildcoast used to
detect poaching in the Marine Life Protected Area (MLPA).
Pacific View cameras Installed AI-monitored security cameras at Pacific View.
Printers - phase I (City Hall) Managed and assisted in the replacement of the City's printer
fleet with a Kyocera leased fleet.
SDWD Industrial Control radio upgrades Replaced SDWD end-of-life radio equipment used to manage
the water levels in local reservoirs with a full with cellular-
based communication equipment similar to SFID and SEJPA.
SDWD had been encountering issues with communications
between the Badger/SFID treatment facility due to dropping
radio network communications prior to the upgrade.SDWD reservoir cameras Managed installation of physical security cameras at SDWD
reservoirs based on recommendation by the Department of
Homeland Security (DHS). Upgraded cameras include infrared
detection and remote accessibility and control by SDWD staff
from any location.
Security cameras for perimeters - phase I Installed security cameras at City Hall, the Community/Senior
Center, and Calle Magdalena that provide management from
mobile devices, infra-red night viewing, and 24/7 alerting.
Surfline cameras on MLB MSC Oversaw installation of Surfline cameras used by public safety
at Moonlight Beach and Swamis.
Voice Over IP (VOIP) phone system replacement Managed implementation of and training on a new phone
system with NLB per RFP specifications.
NEW OR UPGRADED TECH INFRASTRUCTURE
Disaster Recovery (DR) upgrade - phase I Migrated current secondary data center to Disaster Recovery
as a Service (DRaaS) to provide near immediate failover in the
event of a disaster. DRaaS will greatly reduce costs associated
with maintenance and operation of having a secondary data
center located at an alternate City facility.
Fiber for Swamis Lifeguard Tower (design) Design to extend fiber from the pull box near the Swami's
undercrossing to the lifeguard tower to enable reliable
telecommunications from below the bluff to be used by
Marine Safety and Fire.
Primary switch replacement (design) Managed design of replacement of end of life (EOL) primary
network switch for the City's core network.
Virtual Desktop Infrastructure (VDI) deployment Deployed VDI where applicable to transition processing from
end user computers to the City's data center to keep data
hosted in a secure area. VDI reduces downtime associated
with failed hardware and/or virus-related instances occurring
on the desktop while also reducing the cost for personal
computers (PCs).
NEW OR UPGRADED TECH POLICIES, PLANS, AND COMMITTEES
G005 Section 4 – IT Acquisitions Updated policy section and related forms to better
coordinate technology acquisitions through IT.
G055 - Electronic & Digital Signatures Created new policy re Use of Electronic and Digital Signatures.
Cyber Incident Response Plan & C3 Committee Revised the City’s Incident Response Plan and initiated a
Cybersecurity Compliance Committee focused on This project
will continue to evolve.NEW OR UPGRADED TECH SERVICES
Security Operations Center onboarding Onboarded a Security Operations Center as a Service
(SOCaaS) vendor to provide 24/7 security monitoring and
support. This vendor assists with incident response for minor
to major cyber related incidents and provides guidance to
avoid breaches.
HELPDESK
Besides project work, the IT staff also successfully completed 6,426 Helpdesk tickets in FY 2020-21. 64% of tickets
submitted to Helpdesk were completed and closed within one day or less. An additional 15% were successfully handled
within a week. The remaining ~ 20% of tickets are typically put ON HOLD until certain prerequisites have been met
(procurement/delivery, new functionality, etc.) and are requests that can take a long time to complete – such as the
creation of a new report.
FY 2020-21 Helpdesk Tickets: Days to Close
90+ days 182
2-3 months 99
1-2 months 227
2-4 weeks 381
1-2 weeks 473
2-7 days 966
1 day 765
Same day 3333
0 500 1000 1500 2000 2500 3000 3500
Helpdesk tickets are also categorized, with SOFTWARE tickets making up about 50% of the requests. The charts below
show the FY 2020-21 Helpdesk tickets by Category, with the Hardware and Software categories broken down to the Sub-
Category level.
FY 2020-21 Helpdesk Tickets by TYPE
Admin / Budget
GIS
Count 450 286 964 578 935 97 3491 Hardware *
Meetings
Network
Reports
Software *
0 1000 2000 3000 4000 5000 6000 7000 8000Subtype: Hardware
Infrastructure 17
Phones 34
Moves 64
Printers 274
Equipment 575
0 100 200 300 400 500 600
Subtype: Software
Energov 1059
Munis 433
Other Software 345
Office 365 244
Bluebeam 217
Email
Software/Business System Tickets Resolved for STAFF
123
Laserfiche 78
HTE 77
Cityworks 68
Office Applications 43
Intranet 24
Adobe 24
GIS Desktop 18
Track It 13
Mobile Apps 6
Telestaff 5
AutoCAD 4
TCM 3
TCA 3
CSS 188
Website 157 Improvements for the PUBLIC
Zoom 95
Web Apps 35
311 MyCivic 27
Constant Contact 19
Granicus 15
See Click Fix 13
Desktop OS 41
Active Directory 41 Improvements to the INFRASTRUCTURE & BACK END
Server OS 37
VMware 10
ArcGIS Server 9
Backup/Restore 8
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