New and Improved Information Technology
How we reorganized, why it matters and our focus on innovation and customer service:
The Department of Information Technology (IT), reports directly to the Mayor’s Office. The City’s IT Department mission is to drive innovation and implement change with new technologies and to assist its customer departments with analyzing their IT needs as a whole.
In the past few years Information Technology has increased its focus on alignment with our Customers and continues to develop areas of Relationship Management and Enterprise Process and Systems. Our focus on long-term benefits has allowed the Department to take a leadership role in working with other departments to analyze their overall needs, help them plan for the future and find solutions which can be used City-wide.
This enterprise process and systems approach has been applied to such areas as Financial Management, Human Resource Management, Parking Revenue and Control, and Document Management.
How the Department is structured:
The Department of Information Technology
The Department of Information Technology directs and manages the development, deployment and ongoing operations of all information technology automation services provided to City departments. These services include strategic business systems planning; project management; systems analysis, development and deployment; computing center and telecom/network management; asset management; information security and compliance; and information records services.
The Department is composed of five Bureaus under the direction of the Chief Information Officer: Application Services, Enterprise Process & Systems, Information Services, Relationship Management and Technical Infrastructure.
Chief Information Officer
The Chief Information Officer identifies and prioritizes the delivery of the City's technology services and information, to maximize operating efficiencies and provide highly effective information technology services. The Chief Information Officer supervises all information technology operations and develops and oversees City information technology policies and procedures, IT Governance, the City's website, Geographic Information Systems, records management, telecommunications, video surveillance and camera support, and information security.
Application Services is responsible for systems analysis, design and programming services to deliver automation and meet strategic needs initiated by user departments or changes mandated by State or City legislation for the legacy computing systems such as, Tax Receivables, Property Assessment, Building Information, Water Billing, Residential and Commercial Refuse Collection, and Parking/ Municipal Code Violations.
The Records Management Division is part of the City’s comprehensive Records Management Program. The purpose of the Archives is to preserve and protect municipal documentary of Rochester, while making these documents accessible to the public. The office ensures records are retained as long as they are needed for administrative, fiscal, legal or research purposes. Our collection of maps, photographs and other records traces the growth of our community from the early days of Rochesterville, to present day Rochester.
Enterprise Process & Systems
Enterprise Process & Systems is responsible for engineering and integrating City-wide processes utilizing Enterprise Systems as a key enabler to achieve process efficiencies and optimization. EPS focuses on an enterprise approach to service delivery by partnering with City departments to translate City vision and strategies into effective enterprise change. The following key services are provided:
- Enterprise Architecture Planning & Management
- Business Process Definition & Assessment
- Solution Evaluation, Selection and Implementation
- Future State Process & System Design
- Process & System User Acceptance Testing
- Process & System Education & Training
- Process Change Assessment & Management
Information Services is responsible for information management and information delivery. IS works with City departments on Data Management solutions, Geographical Information Systems and Business Intelligence to maximize City data assets and to ensure data integrity to drive better decision making. This organization is comprised of the following services:
- Data Base Administration & Governance
- Data Migration and Integration Services
- Data Warehousing
- Geographic Information Systems
- Information Architecture & Integrity
- Information Security Administration
- Reporting & Data Analytics
Relationship Management is responsible for defining and managing the development and deployment of strategic automation improvement initiatives within defined Business Areas of the City to enable operational change, transformation and efficiency through process automation and best practices implementation. Relationship Managers provide guidance to decision makers, in the use of IT, monitor business objectives and anticipate business changes to raise the need for process or technology changes. Relationship Managers
- help drive resolution of chronic problems, escalate high-impact issues and, where necessary, clarify responsibilities to avoid overlap or gaps
- manage the capital budget for their businesses’ technology needs and are advocates for the business during the budget cycle
- collaborate with other external government entities to share information or better understand emerging technologies
Three Business Areas are covered by this organization: Public Safety (Emergency Communications, Police, Fire and Office of Public Integrity), Public Services (Neighborhood and Business Development, Environmental Services, 311, Recreation & Youth Services, Library and City Council/Clerk), and Internal Services (Budget, Human Resource Management, Communications, Law, Finance, Mayor’s Office).
Technical Infrastructure is responsible for the management, design, implementation and operational support of physical IT environments such as PCs, Networked Printers and Multi-function Devices, Telephony and Networks, Server and Data Center, and associated User and System software. Our IT Contact Center/Help Desk is often the first point of contact for City employees for IT related issues and as such is committed to a high degree of customer satisfaction. Our goal as an organization is to deliver quality, cost-effective solutions to meet City office and operational requirements. We are committed to Customer Focus, Continuous Improvement, and Operational Excellence.