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City of Rochester

About Information Technology

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. To better meet the City’s priorities of improving public safety, economic development, education and customer service, the IT Department rebuilt itself.

The highlight of this change is a new philosophy. 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.

A new Relationship Management unit and a focus on long-term benefits has allowed the Department to take a leadership role in working with departments to analyze their overall needs, help them plan for the future and find solutions which can be deployed city-wide.

One example is the City’s new “One Call to City Hall” customer service initiative. The IT Department was instrumental in creating a friendly one-stop-shop experience which allows citizens to call just one phone number to obtain all City services.

The IT Department is also deploying a new Customer Resource Management (CRM) system which will improve the way City departments reach out to area residents and businesses to keep them informed of services and support their needs in the community.

There’s never been a better time to work in IT for the City. City IT employees take formal certification tests to ensure quality service, top level skills and a solid career path for current staff and new hires.

How the Department is structured:

IT ORG ChartThe Department Information Technology
(585) 428-7026
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, as well and compliance and information records services. 

The Department is composed of five Bureaus under the direction of the Chief Information Officer: Relationship Management (Public Safety, Public Services, Internal Operational Services), Application Services, Enterprise Process Services, Technical Infrastructure Management, and Information Services.

Chief Information Officer (585) 428-7026
The Chief Information Officer identifies and prioritizes the delivery of the City's technology services and information, document management systems, enterprise architecture and networking strategies 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, telephone and related functions; and provides for the security of City information. 

 Application Services (585) 428-7026
Application Services Management is responsible for systems analysis, design and programming services to deliver strategic automation initiated by the Relationship Management team, as well as providing ongoing maintenance and support services for all existing business and enterprise system applications such as Taxes, Water, Property Assessment, Fixed Asset System, 311, Egov online payment systems, Building Information System and others.

The Records Management Division of the Applications Services Bureau is responsible for developing and implementing policy and procedures related to the retention and disposition schedule of City records, micrographics, filing and retrieval, vital records protection and historical document collection and preservation.    

Enterprise Process Sercives  (585) 428-7391
Enterprise Process Services (EPS) is responsible for continuously and proactively engineering all City business processes with the goal of maximizing quality and efficiency across the organization. EPS partners with City departments to enable optimal business processes by focusing on the following key areas:

  • Business Process Definition & Assessment
  • Software Evaluation & Selection
  • Future State Process Design or Re-design
  • Process & System User Acceptance Testing
  • Process & System Education & Training
  • Process Change Assessment/Management

Information Services (585) 428-7026
Information Services works with departments to ensure Information Management, GIS and Business Intelligence requirements are met, and to ensure the integrity of the data when data is combined from various sources. This organization is responsible for:

  •  Information Architecture
  • Data Base Administration & Governance
  • Data Migration and Integration Services
  • Data Warehousing
  • Reporting & Analytics
  • Information Security Administration
  • Geographic Information System

Relationship Management (585) 428-7026
Relationship Management is responsible for defining and managing the development and deployment of strategic automation improvement initiatives within defined Business Areas of the City. The role's focus is on achievement of strategic business goals by enabling operational change, transformation and efficiency through process automation and best practices implementation. Three Business Areas are covered by this organization: Public Safety (Emergency Communications, Police, Fire and Office of Public Integrity), Front Office (Neighborhood and Business Development, Environmental Services, 311, Recreation & Youth Services and Library), and Back Office (Budget, Human Resource Management, Communications, Law and Finance).

Technical Infrastructure Management (585) 428-7026
Technical Infrastructure Management is responsible for the management, design, implementation and operational support of physical and virtual 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 and we are committed to Customer Focus, Continuous Improvement, and Operational Excellence.

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