Information Technology Plan - City of Cape Coral

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CITY OF
CAPE CORAL
,
FL

I
nformation
T
echnology

Plan

FY 20
1
3













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Table of Contents

I

Introduction

II

Organization & Governance


II.i Organization


II.ii Governance


I
II

IT
S Mission Statement

IV

Strategic Initiatives


IV.i
Application Deployment

across City Departments


IV.ii
Aligning IT to the Business


IV.iii
Key Strategic Initiatives



-

E
-
Government



-

Document Management

& Archiving




-

ERP Replacement



-

GIS



-

IT
Infrastructure Capacity, Resiliency, Security


V

Key Projects


V.i
Update for FY 20
1
2

Key Projects


V.ii
Key Projects for FY 20
1
3


VI

Best practice frameworks


VI.i
The COBIT
B
est
P
ractice framework for IT Governance


VI.ii
Service Management
I
mprovement via ITIL

VII Pro
ject

Management

V
I
II
IT
Enterprise
Architecture & Standards


V
I
II.i

Network
Architecture


V
I
II.ii


Platform

Architecture


V
I
II.iii
Software
Architecture


V
I
II.iv
Data/Information

Architecture


V
I
II.v

Security
Architecture


V
I
II.vi
City of Cape Coral
I
nformation Technology Standards


IX IT related awards & recognition





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I

Introduction


This is the FY 20
1
3

update to the
City of Cape Coral
I
nformation
T
echnology

Pla
n. Along with every other City D
epartment,
ITS faces challenges associated
with the changed budgetary landscape within Florida for State and Local
governments

following the adoption of Amendment 1 by the State legislature

and
the severe reduction in property values within the City over the last
f
iv
e years,
which may now, however, have bottomed out.

The FY
20
1
3

Adopted

ITS budget

of $4.017MM is reduced
11.4%
from the
final
FY 2012 Amended Budget of $4.
536
MM
.

The FY 2012 amended budget
included a special provision of $509K for capital funds funded du
ring the year via
proceeds from a large scale equipment lease program negotiated by Financial
Services. This was used to replenish aging laptop and desktop computers across
the entire City.

Additionally separate funding was made available to purchase &
imp
lement the Faster Fleet Management system.
Just as in previous years, all
capital requests have been eliminated from the FY 2013 budget for all
departments


and this will present continuing challenges.

It should be noted, however, that capital was provisi
oned in FY 2009 to replace
our key enterprise systems. We are now using Orac
le/JD Edwards Enterprise
One for Financials
, AMX Utiligy for utility billing, Active Government for cash
management,

and CRW TRAKiT

for Community Services
.











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II
Organization and Governance

II.i
Organization

The ITS Department consists of three Divisions: Business Applications, Network
& Telecom Infrastructure, and GIS Services


see Organizational Chart below.

Business Applications

is responsible for supporting a
ll

of

the
application
software
packages

deployed
in the City.
Our

policy is to use
c
ommercial off the
s
helf (COTS)
applications

and develop software only when compelling cost
reasons exist and/or there is a niche requirement where COTS is not available.



Network

& Telecom
Infrastructure

is responsible for supporting the extensive
physical infrastructure including data centers, interconnectivity, switching
, routing

and telecommunications.

GIS
S
ervices

is responsible

for develo
ping
and

maintaining the
enterprise GIS
implementation within

the City utilizing the ESRI ArcGIS product
s
.
The
enterprise GIS is centralized in terms of server infrastructure and support.
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Various user departments are responsible for maintenance of their ow
n specific
layers on the centralized database and have staff trained on GIS technology.
The central GIS Services group within ITS will perform the more complex
mapping a
nd data analysis tasks as well
as handling public record requests and
assisting those d
epartments without GIS trained staff.
GIS
S
ervices publish a
separate multi
-
year

GIS

Strategic

Plan

document


see
:

http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/Default.a
spx


II.ii Governance


E
ffective IT governance helps ensure that the IT organization supports business
goals, optimizes business investment in IT, and appropriately manages IT re
lated
risks and opportunities
. Value, risk, and control const
itute the core of IT
governance. Effective IT governance enables the enterprise to take full
advantage of its information, thereby maximizing benefits and capitalizing on
opportunities.

In order
to strengthen our IT governance, ITS
has constructed

a comprehensive
set of IT policies, procedures, and documents supporting the
COBIT® (Control
Objectives for Information and Related Technology) Version 4 framework.
This
effort
began in FY 2009 and conti
nues
.
See section VI.ii below.
COBIT® is the
best practice IT governance framework published by the IT Governance Institute
(ITGI.)



IT Steering Group

The IT Steering Group
consists of the ITS Director and a select group of other
senior managers from the customer departments. This group functions under the
guidance of a written charter to provide overall City wide governance over IT.
The Steering Group assembles annually to a
pprove the annual IT Strategic Plan
and
quarterly to review status. It may also be convened
on an ad
-
hoc basis
throughout the year to determine the best solution or recommendation regarding
key IT issues or decisions impacting the City as a whole.






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Web

Development Steering Group

The
Web Development Steering Group consists of the Public Information Officer,
the ITS Director
, the ITS
Manager of Business Applications
, and
a
web
coordinator from
one of the City departments
. This Group meets to develop
strat
egic direction and developmental priorities for the City’s web presence.



















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III ITS Mission Statement

The Information Technology Services Department seeks to deliver innovative
and high value added information technology solutions to provid
e City staff,
citizens, and the business community with needed information and services in
the most timely and efficient manner possible.




















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IV S
t
rategic Initiatives

IV.i
Application Deployment across City Departments

The
City deploys
Information Technology comprehensively across the entire
organization. S
trategic value provided by
IT

benefits the entire organization.
De
partments

rely on
IT

to support their fundamental business processes

and
E
-
Government is a key component of
the
techno
logy deployed

to let
the
public “use
their fingers to do the walking
.




Major Application deployment

The following are
key enterprise class COTS applications

which have been

deployed.
Significant investment has been made in the last
three to five
years to
deploy
Oracle
/
JD Edwards

EnterpriseOne Financials, AMX Utiligy (utility billing)
Active Government Cash Management
, CRW TRAKiT,
the Sire
Technolog
ies’

applications,
Vermont Systems’
Rec Trac, and Kronos
products.
T
he
SunGard
Public Sector
Naviline

Click2Gov E
-
Government
capabilities

were replaced by
CRW’s E
-
TRAKiT
and AMX Utiligy online features.



Oracle/JD Edwards EnterpriseOne Financial ERP:



General Ledger



Receivables, Payables



Procurement



Project Costing



Inventory

Management





Fleet Management






Work Orders








Budgeting

(to be replaced by Hyperion Public Sector Planning &
Budgeting)


Active Government:



Cashiering



Payment Management


AMX Utiligy:





Utility Billing


CRW TRAKiT Community Development system
:



Land Management

(LandTRAK)



Building
Permits

(PermitTRAK)



Projects (ProjectTRAK)



Code Enforcement

(CodeTRAK)



Business Tax Receipts (
LicenseTRAK
)



Contractor Management (AEC TRAK)



Citizen Request Management (CRM TRAK)



E
-
government applications for the public (eTRAKiT)

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Avolve Software ProjectDox
:




Electronic plan submission & review


Kronos Workforce Central HRIS/Payroll:



Integrated Human Resource & Payroll system


Kronos iSeries Time & Attendance:



Time & Attendance reporting utilizing clocks for hourly personnel (being
replaced with the
Workforce Central version in FY 2013.)


Sire Technologies


Document Management System:



High speed indexed document scanning & imaging



Document archive management and searching


Sire Technologies Agenda Plus, Minutes Plus, Video Plus:



Full featured Public Meeting
A
genda
M
anagement, minutes taking, and
archived video recordings indexed by the Agenda


SunGard Public Sector


OSSI Public Safety application:



Computer Assisted Dispatch



Records Management



MCT


field wireless operation


Vermont Systems Rec Trac application:



Specialized application for supporting Parks and Recreation activities
including event scheduling and point of sale transactions


ESRI ArcGIS Geographical Information System:



Enterprise GIS utilizing server based SDE



A
rc
GIS Server

for interactive web presentation



Freeance partner product for developing web applications



Cartegraph partner product for Traffic applications


Cloud/
SaaS
A
pplications

Th
e following
web
-
based
applications are provi
d
ed remotely by an external
pr
ovider where City users access the application via the web and utilize a web
browser as the client.



The NeoGov
solution for public sector workforce management is utilized
by the Human Resource department for Applicant Tracking



The Symantec
Enterprise
Vault for e
-
mail sear
ches



The BenTek benefit management system



The Onvia Demand
Star

online
service

is used to manage the procurement
RFP/bid submittal process.



The GovDeals® online service is used for online auctions of surplus City
equipment.

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Additionally

all video streaming services for public meetings, etc. are handled via
cloud based vendor services.


Internally developed E
-
Government Capabilities



Connect Cape Coral:

T
his is a web
-
accessed SQL database that is
constructed from Business licensing and Occ
upancy data stored within the
Community Development

application. Built at the request of the Economic
Development office, it categorizes all place and home based businesses
within the
C
ity by the NAICS classification scheme. A web based interface
allows th
e public to q
u
ery the database to search for businesses by
category and to map the location using internal Google mapping capbility.



Garage Sale Permits:
T
his
web based interactive system allows
residents to register and apply for Garage Sale permits on
-
li
ne and to print
the permit at home. The system contains logic supporting the enabling
ordinance regarding frequency of permits by address.



“Mash
-
up” extensions to web GIS queries:
sev
e
ral

high value
capabilities have been added to online GIS queries. These

take data from
the Community Development and Financial systems and present them as
a component of GIS property address querying. Included are assessment
payoff information and other financial data of significant use to the
financial & real estate communit
y within the City.




Miscellaneous
Archive
Searches:
W
e have

enabled extensive
document searches within our archive and have explicit links to certain
documents of broad interest to residents including Flood Elevation
Certificates.


Internally developed Web
-
enabled databases



Energy Efficiency Reporting System
:

T
his is a web accessed SQL
database designed to track energy consumption and savings on a
Citywide basis.



Special Assessments System:

T
his is a web accessed SQL database
designed to track the status of

special assessments associated with the
City’s UEP (Utility Expansion Program.)


Systems supporting IT Infrastructure and
O
perations Management



SolarWinds
:
U
sed as the
principal network monitoring tool

and foundation
for all monitoring


Storage; Network; Systems; Applications



Numara FootPrints

Service Core
:

U
sed as the key application
supporting the ITIL best practice initiative for Service
Management
/Service
-
Help Desk
.



InterMapper
: This is a real time

First Alert IP Monitor

designed to
provide instant snapshot of key systems & devices.


Messaging (E
-
mail)



Microsoft Exchange
S
erver & Outlook client



Symantec Enterprise Vault
:
S
tores all incoming
and

outgoing e
-
mails.
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Provides powerful searching to
facilitate public records requests.

Also
provides a separate searching archiving system for employee e
-
mail
folders allowing mail history to be routinely archived from the Exchange
server to save storage space.

In FY 2011 this capability was transitioned
f
rom internal hosting to the cloud.



IV.
i
i
Aligning IT to the Business

The

annual City Planning/Budgeting cycle is utilized to ensure that ITS
strategic
planning is aligned with
overall city priorities as summarized in the diagram
below.

The process begin
s with a Council list of strategic priorities. This is typically
developed in an offsite
Council
work
-
shop session held with the City Manager
and the department directors. Following the
finalization and
publication of the
Council Strategic priorities, the
City Manager and staff prepare their own
supporting
strategic project list to be incorporated into the budget planning cycle.

Each department director builds a project list to be
subsequently
reviewed
,
finalized

and consolid
ated by the entire City Manager’
s T
eam.

In some cases


for example E
-
Government


the ITS priorities may
bear a direct
relationship to
a
C
ouncil priority. However, since ITS is a service department, in
most cases the ITS priorities support key customer departmental priorities. The
ITS
s
taff must work with each department to look for opportunities to provide
technology solutions that add significant value to the business.

Typically projects identified for the Business Applications and GIS Services
divisions will directly support customer
departments. The Network &
T
elecom
division’s priorities may indirectly support customers for example by adding
capacity,
resiliency, and
security

to the infrastructure supporting their
applications. Sometimes the projects may relate directly


for example the
building of the 4.9 GHz Public Safety wireless
communication
backbone.

In building the ITS priorities full regard must be taken to ensure tha
t the projects
comply with developing IT architectural and technical standards and policies.

As the year progresses, the plan, priorities, and project list may be fine tuned.
Indeed, some new customer requirements may surface during the course of the
year
and we
typically
provide budgetary provision for this eventuality.

The ITS Director and ITS division managers meet with department directors
and
staff
on a monthly schedule to review projects impacting that particular
department
. F
ormal action registers ar
e reviewed and maintained.


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Additionall
y routine Requests for Service


e.g. for report customizations arise
throughout the year and these must be handled effectively. The larger projects
will require
formal

Project Management


see Section VII
-

and all requests must
be delivered effectively complying with our developing ITIL
compliant
Service
Management procedures.


IV.
i
i
i

Key Strategic Initiatives


The following
seven

areas have been identified as strategic
ITS priorities
:



Open
Government
/E
-
Government

The
Open
Government program is designed to
enable
residents, businesses
and the public at large to obtain needed information and transact on
-
line with
the City
. It is a major component for enhancing transparency and open
govern
ment. E
-
Government has
been a major
IT
priority for several years
.

The following table provides a partial listing of the features
that are
provide
d

on
-
line:




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On
-
line
Capability

Enabling software

Description

Utility (Water) bill payments

AMX Utiligy

(embedded within
JDE architecture)

Via secured account set
-
up

Open Government area

Internally developed

Includes combination of static
and interactive financial
reports
. Interactive queries
include drill
-
downs on
Expenditures and Employee
Salaries.

Business Tax Receipt renewal

CRW eTRAKiT

i.e. Business License renewal

Citizens’ Action Center



Submit/Track Requests for
Service

CRW eTRAKiT

Via Account set up or
anonymous. Enter requests,
View status.

View Permits, Projects, Code
Enforcement Cases,
Parcel
info

CRW eTRAKiT

General Public & Contractors

Schedule Permit Inspections

CRW eTRAKiT

Contractor activity

Common e
-
payment vehicle

Active Government interfacing
with CRW TRAKiT and AMX
Utiligy

Payment for Licenses,
permits, utilities, etc.

Apply
for Building Permit/View
Status

CRW eTRAKiT


Full electronic commercial
permit package submission



pilot program.

Avolve ProjectDox

Secured account with pin
number. Full submission
including CAD drawings.
Internal electronic workflow for
parallel
review process
including red
-
lining drawings

Code Enforcement Lien status

CRW eTRAKiT


Council & (other public
meeting) Agendas, Minutes,
and archived Videos

SIRE Technologies’ Agenda
Plus, Minutes Plus, Video Plus

Videos are indexed by the
Agendas.

Int
eractive access to GIS

ESRI ArcGIS, Arc
GIS Server
,
Freeance

M
ost layers made public

Police P2C


Police to
Community interactive system

SunGard OSSI


Fully searchable Document
Archive

SIRE Technologies’ Document
Management System (DMS)


Online Auction

Via GovDeals® online service


Online RFPs

Onvia
Demand Star

service


Online Job Postings &
Applications

NeoGov


externally hosted


Connect Cape Coral

Internally developed

Business directory utilizing
NAICS classification

Online Garage Sale Permits

Internally developed

Apply online and print permit
at home

Online Burglar Alarm
registration

Cry Wolf


Various forms and static maps

Internally developed


FEMA flood Elevation
Certificates

Internal, SIRE DMS


Commercial Permit Cost
Estimator

Internally

developed

Allows contractors and the
public to obtain permit cost
estimates interactively


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Residential Permit Cost
Estimator

Internally developed

Allows contractors and the
public to obtain permit cost
estimates interactively


Powerful dedicated Google
site search

Google appliance

In house Google “MINI” search
appliance








The
“Open Government” f
inancial
t
ransparency area on
the
City web site
was
initiated in FY 2011. The initial capability included static financial reports and an
interactive drill
-
down on employee salaries.

IN FY 2012 the interactive
Expenditures drill down was added. The Revenues drill down will be
to
added in
FY 2013.




ERP
Replacement

T
he
remaining component is governmental budgeting with Hyperion Public
Sector to be implemented in FY 201
3
.




Electronic Plan & Permit Submission & Review

Th
is system went live in FY 2012 for selected permit types. Capabilities will
be extended

to include additional permit and project types in FY 2013.





Document Management & Archiving

A major step forward was taken in FY 2007 with the implementation of the

SIRE Technologies’ Document Management System (DMS.) This system is
front ended by p
owerful high speed indexed document scanning equipment
and has enabled the City to build up a large scale document

repository
organized into logical cabinets and folders. The DMS has saved money by
shrinking physical storage space and provides very powerfu
l search and
retrieval capabilities.




Geographic Information Systems (
GIS
)


GIS
technology is

central

to City operations. ESRI ArcGIS

wa
s
deployed and

upgraded to
ArcGIS
10

in 20
11
.
T
h
e implementation is enterprise
based
using a central SDE server.

For web applications Arc
GIS Server

is

deployed
along

with the Freeance application builder.

Due to the

central role that GIS
plays, a separate and comprehensive GIS

Strategic Plan is updated annually
and published along with t
he

Information Technology Plan on the City website


see


http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/Def

ault.aspx






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IT Infrast
ructure Capacity, Resiliency and Security

The IT infrastructure plays a central role in supporting the strategic
applications. A multi
-
year program is in place to ensure capacity, resiliency,
and security for both the windows server environment and the wir
ed and
wireless network infrastructures in a cost effective

manner.




Key elements of our approach are as follows:



Capacity
:

Stora
ge: Storage Array Network (SAN)

-

SATA low cost drives

for non
-
mission critical data
; data de
-
duplication

-
Fiber
Channel drives for mission critical data


Server processing power: Virtualization, server blades


Network capacity: dark fiber, metro Ethernet, single
-
mode fiber, wireless



Resiliency
:


Servers: failover, replication


Network: redundancy



Security
:


Firewall upgrades and redundancy


URL filtering


SPAM filtering


Traffic monitoring























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V Key Projects

V.i
Review of FY 20
1
2

Major Projects
:




Business Applications


Open Government:

The

Open Government area is the online gateway for the
public to obtain information and key documents

about how the City spends
tax
dollars and other revenues to provide services. The “Expenditures” area went live
in August, 2012. This is an interactive featu
re allowing residents to view up
-
to
-
date, unaudited city/departmental expenditures for any period and to drill down to
the lowest level detail. Data is pulled from the JD Edwards Financial ERP.



Implementation of the Kronos Workforce Central Self Service
module
:


This capability was implemented in May, 2012. It allows employees to view and
update selected demographic data and view historical payroll and W2
information.

It also allowed the elimination of printed payroll stubs for automatic
bank deposits.


Implementation of BMC Numara FootPrints Service Core
:


This highly capable software was implemented in March 2012 replacing
Computer Associates Service Desk. This is the vehicle used by the user base to
enter requests for IT service and is a key element of

our ITIL infrastructure.



Bentek
SaaS Open Enrollment & Benefit Management
:


This SaaS solution was implemented in 2012 to automate benefit enrollment.


Electronic Permit Submission and Review
:


Th
e ProjectDox system by Avolve

software was implemented for various
miscellaneous permits including fences, docks, boatlifts and doors. The system
integrates with the CRW permitting system and allows applicants to apply for
permits online and to upload the required documentation includ
ing plans
electronically. The inbuilt electronic workflow notifies the appropriate City
reviewers that they need to review the plans digitally and electronically
communicates with the applicant, any changes that are necessary for application
approval. Thi
s will be extended to other permit and project types in FY 2013.


JD Edwards Reporting
:


The key tool used in FY 2012 to provide extended reporting to our JD Edwards
user base was Crystal Reports. Reports were provided covering most modules
including Budge
ting, Accounting, Fixed Assets, Work Orders, and the AMX
Utilities extension.




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Implementation of Paperless Council Agendas
:


The Agenda2Go system by Sire Technologies was implemented to provide
Council members the ability to electronically review the published council
agenda. This system was deployed in FY 2012, and is being used by several
council members. In addition to the
laptop version, Sire released an IPad version
of Agenda2Go, which will be evaluated for deployment to Council in FY 2013.


New Fuel Management System RFP
:


The Business Applications group provided technical assistance
in the generation
of this RFP which ma
y result in the replacement of the existing fuel system in
2013.




Network & Telecom Infrastructure


Enterprise Application Virtualization
:

The entire JDE
infrastructure


application and database
-

was virtualized in 2012. This includes the production,
t
est, and development environments.

CRW


this application was virtualized in 2011/2012, however the Database
Virtual Server is still in QA Operations with a 2013 rollout to Production




Redundant
and expanded WAN

Connectivity:

The City
partnered in 2011

with Lee County Government IT to secure high bandwidth redundant fiber
connectivity to the Lee County Clerk of Courts data center
in Ft Myers
to support
both internet access and co
-
location facilities.

This resulted in a contracted
Gigabit Fiber Ring that

was turned on in 2012 and supporting data for multiple
agencies that consolidate resources within Lee County in general and with the
City of Cape Coral in particular.


Disaster Recovery Facilities:

In FY 2011real
-
time co
-
location was provided
at the Lee C
ounty Justice Center data center for the City’s Microsoft Exchange e
-
mail system. This
was

extended in 2012 to provide recovery for the
Microsoft
Active Directory and Backup/Recovery (EMC Data Domain)

system
s
.
Additionally
in 2012 the city contracted with
Lee County Clerk of Courts and several other
Lee County Agencies to acquire dedicated Rackspace

at the City of

Gainesville

Regional Utility (GRUCom). Plans for 2012 are to establish Windows Domain
and Email systems at GRUCom. Critical applications will be

planned for 2013.


Business Impact Analysis and Risk Assessment:

All departments
completed
initial

Business Impact Analysis (BIA) documents
.
ITS
is working through these to
determine

Recovery Point Objectives (RPO) and Recovery Time Objectives
(RTO.) The
resulting information will be used to update the Disaster Recovery
(DR) Plan. ITS will also work with the City’s Emergency Management function in
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order to integrate the updated DR plan with the overall Cont
inuity of Operations
(COOP) P
lan.


Email:
In FY

20
12 we evaluate
d

the possibility of moving to a cloud based
hosted

e
-
mail solution.
The decision was to stay with the internal
ly hosted
Exchange environment after upgrading this to Exchange 2010 with redundant
and load
-
balanced hardware. This was completed
in June 2012.


Desktop Virtualization:
Due to the high number of desktops that are currently
without warranty and over 5 years old, ITS
evaluated

new Thin Clients that may
replace the current desktop and extend the usage period from 5 years to 10
years.

Se
veral models were tested as well as the conversion of older computers
to ‘Client Computing’. However, no further actions were taken as Storage and
Data Center Consolidation were re
-
prioritized.


Data Center Consolidation
:
In an effort to reduce annual recurring maintenance
and expenses in line with operating data centers, the City Hall and Emergency
Operations Center (EOC) data rooms have both undergone a consolidation
where critical production systems are now at the Police

Department
Headquarters (PDHQ) Data Center. This is located in a Category 5 rated 3
rd

floor room with redundant Environmental and Power Systems. This effort began
in 2011 and will be completed December 2012.


Supporting Software:

Impleme
nted BMC Numara A
ssetCore
Inventory & Asset
Management software

with auto
-
discovery features to significantly assist with
asset control.


Joint work with County/Shared Services:

ILA
signed with Lee County
for
sharing City owned
conduit with
Lee County
/
FPL
Fibernet.


Geographic Information Systems (GIS)


Organizational restructure
:
To further

support the enterprise GIS effort, the GIS
Analyst position was reclassified to the overall GIS Coordinator for the City. The
enterprise GIS is distributed in term of layer contro
l responsibilities. The central
GIS Coordinator coordinates efforts across all City departments to design,
develop, and maintain the enterprise GIS and is additionally responsible for
managing and administering the supporting application software and datab
ase.



201
2

Aerials:
The
2012 aerials were received from the County and loaded into
the central
Enterprise GIS Database.


Utilities Web Mapping Application
:
The GIS Coordinator developed

an intranet
based mapping capability for Utilities workers to use in the field to check valve
locations and other detail. This is an efficiency enhancer since previously the
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field workers had to sign onto the GIS server in the field via the cellular netwo
rk,
tying up concurrent licenses.



M
eter Layer Integrity
:
Interfaced GIS to JD Edwards in order to auto populate
GIS with meter detail and a void duplicate data entry. Previously Utilities staff
entered the data manually.


Dedicated linkage to the
County Tax Collector:

In 2012

a circuit path was
established to the County Tax Collector’s data center enabling us to
automatically download information on delinquent tax accounts on a nightly
basis.


Enhancement to support Projects
:
Extra

fields were add
ed within the Utilities
layers to facilitate displaying planned Projects on the system.



V.ii Key Projects planned for FY 2013
:


Business Applications


Implementation of the Hyperion Public Sector Planning & Budgeting
software
:


This software is being
implemented in the first quarter of FY 201
3

to support the
FY 201
4

budget cycle. It is being integrated with both JD Edwards financials and
Kronos Workforce Central.


Implementation of the Kronos Workforce Central TimeKeeper module
:


This module will repla
ce the IBM iSeries Kronos TimeKeeper module providing
total embedded integration with the Workforce Central Payroll/HRIS system.


Kronos
-
Telestaff integration
:


Following implementation of the Kronos Workforce Central TimeKeeper module,
we will implement t
he new Telestaff
-
Kronos integration to seamlessly link our
Telestaff Public Safety scheduling system with the Kronos payroll system.
Kronos developed the integration following acquisition of Telestaff in 2011. The
integration code requires implementation o
f the WFC Timekeeper module.


New Faster Fleet Management System Implementation
:


The Faster system will provide the City’s Fleet Management Services Division,
the system necessary to effectively manage the City’s Fleet operation. This
system includes
Asset Management of the City’s vehicles, heavy equipment,
small engines and fire engines & apparatus. In addition, this system will provide
city employees the ability to electronically submit requests for services, as well as
electronically notify employe
es when vehicles and equipment are due for
preventative maintenance. This system will be implemented during the first
quarter.

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JD Edwards Reporting/ReportsNow
:


The ReportsNow package has been procured and will be implemented in the first
quarter.
This is a powerful reporting tool custom built to integrate with JD
Edwards. This will be our primary reporting tool for building reports and custom
queries for JD Edwards data and will augment Crystal Reports. ReportsNow will
be used by IT staff and Finan
cial Services.


Fuel System
:


If the RFP for fuel system upgrade results in a purchase decision, the new
system will also be planned for FY 2013 implementation.



Network & Telecom Infrastructure


Concurrent with the development of the annual Information
Technology Plan, the
Network & Telecom division also prepares an update to the “Technology
Infrastructure Plan”


Document No. IT
-
PO3.2
-
Technology Infrastructure Plan.
Following are some of the more significant projects from the
FY 2013 TIP:


Enterprise Ap
plication Virtualization
:

CRW Application Systems were
virtualized in early FY2012. The CRW Database system is virtualized but is
scheduled for a FY2013 rollout to Production.


SIRE application is still in the planning stages for virtualizing.


Wildcam

Infrastructure:

In August 2012
ITS coordinated with Parks &
Recreations to start rebuilding the wildlife web cameras for the American Bald
Eagle, Osprey and the Burrowing Owl. The Burrowing Owl is now online and will
be used in a feasibility study to base
line the remaining webcams when the
infrastructure in completed.


Geographic Information Systems (GIS)


ArcGIS 10.1 Upgrade
:

The City currently uses ArcGIS 10
.

We will upgrade to the recently released 10.1
version.

Freeance Upgrade
:

Freeance

will be upgraded from the current version of 5.4.0 to 5.4.1.




Creation of R
ead
-
O
nly

/ R
ead
-
W
rite

GIS Databases:



As our demands on GIS grow, the ability to make data structure changes during
working hours will grow.


Currently, the City maintains one central geo
-
database
servicing both view
-
only users and users with update privileges. In order to
enhance efficiencies
, we will change the architecture to provide a “read only”
database for City view
-
only users and a “writable” database for data maintainers.


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Data maintainers are much fewer in number. O
nce changes
are
made
, they will
be
replicated to the R
ead
-
O
nly

databas
e.




Connection to Lee County Public Works:



Currently the City does not maintain a street centerline file.


We have reached an
agreement with
Lee County Public Works
to provide us with the
updated county
center line file.


The intent is to set up
automa
te
d

GIS downloads from the
co
unty
servers.


GPS Utility Data Collection:


The City, over the past few years, has purchased
several GPS Units; however, to dat
e

none of the features in GIS have been
collected / corrected with the aid of the units.


We plan t
o
run a pilot project to
outline the steps for collection / corrections.


Get Utility Assessment Areas into Polygon Layer:


The City currently only
tags properties with utility coding.


This process doesn’t provide history on how
the
utility
expansion too
k place.


By creating polygon areas, departments
would
be able to determine
how the

expansion originally developed.



Viewing
Cartegraph Layers:


The Public Works Department utilizes an asset
management system (Cartegraph), which inventories signs, pavemen
t
conditions, bike paths, etc..


This is a proprietary system that requires a license in
addition to an ArcGIS license just to view the data.


We intend to coordinate with
Public Works to export data in a format that other users can access via desktop
or w
eb based products.



















I
Best practice frameworks

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VI.i

The COBIT
B
est
P
ractice
F
ramework for IT Governance

COBIT® (Control Objectives for Information and related Technology) is the best
practice framework for IT governance published by the IT
G
overnance Institute
(ITGI.) COBIT version 4.1 provides 210 control objectives applied to 34 high level
IT processes cat
egorized in four domains: Plan and Organize, Acquire and
Implement, Deliver and Support, and Monitor and Evaluate. COBIT
recommendations cover issues related to ensuring the effectiveness and value of
IT along with information security and process governan
ce.

During FY 2009 ITS performed a self assessment against the 34 high level
processes and subsequently began the
process of upgrading/developing
documented processes in
all four domains
.
The continuously updated set of
policies, procedures, and documents
along with the ITIL policies and procedures
noted below constitutes our IT governance and control manual.
T
he latest
versions of all these documents are available to all employees via the intranet.
They are categorized by COBIT domain.


VI.
i
i Service
M
anagement improvement via ITIL

ITS began

implementation of a formal ITIL v2 program in late 2006.
The majority
of
ITS staff
members
passed the EXIN
International and itSMF supported
Foundation
Certificate in IT Service Management
. The ITIL framework has be
en
utilized to build Service Support procedures covering Change Management,
Incident and Re
quest
Management. The
BMC FootPrints suite is being deployed
to fully support the program beginning in 2012 replacing the
Computer
Associates (CA) Unicenter Service
Desk software application w
hich
was

deployed in 2008.

A
decision
was made
in FY 2009 to emphasize the COBIT framework to guide
the review and development of all other IT processes.

Service Level Agreement (SLA) Development
: In conjunction with the
developm
ent of the ITIL procedures
,
formal SLAs were developed, agreed to by
the user base, and published on
the
SharePoint

intranet
. The following SLAs are
in place:

IT
-
SLA
-
01

Desktop Support

IT
-
SLA
-
02

SIRE DMS Application

IT
-
SLA
-
03

Kronos Workforce Central
HRIS/Payroll Application

IT
-
SLA
-
05

Financial Applications (JD Edwards, Utiligy, Sympro Active










Government)

IT
-
SLA
-
06

Community Development Applications (CRW TRAKiT, Avolve









ProjectDox)

VII Pro
ject

Management

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Project Management


Major
Projects

Formal
Project

Management techniques are employed for
the implementation of
major tasks including
enterprise class application

implementations and major
infrastructure projects
.
The governing procedure is IT
-
PO10
-
01
, Project
Management
-

Major Pro
jects. This procedure details the mechanics for adhering
to the precepts included in the

PMI publication “A Guide to the Project
Management Body of Knowledge”, Third Edition also known as the PMBOK
®

Guide.
Associated with this procedure are City forms and

computerized toolsets
to support the PMBOK methodology.
In many cases
an
application vendor or
implementation partner
will
have developed their own methodology which is
compliant with PMBOK. The City will generally accede to utilizing these
methodologies
as they tie in closely to the vendor’s experience in implementing
their particular application.
R
ecent example
s

utilized by the City
include
the
Kronos “Momentum” methodology deployed in 2008 for the implementation of the
Kronos

Workforce Central HRIS/Payroll system

and the
AMX “Polaris”
methodology for
the
implementation of the JD Edwards system

in 2009
.


The
City’s own methodology and toolsets were deployed for the implementation of the
CRW TRAKiT system.

All these project man
agement methodologies employ the following
components
:



Assignment for roles:

o

Project Sponsor

o

Project Manager

o

Project team members with specific responsibilities including SMEs

o

Project stakeholders



Project Charter



Project Scope



Execution Management



Change c
ontrol



Detailed time/resource planning



Cost management



Quality control



Communications



Risk identification & management


Use is made of collaboration web sites
and
computerized toolsets including
Microsoft Project

and comprehensive workbooks detailing PMBOK components
.


Project Management


Routine and Small Scale Projects

ITS frequently develops niche applications especially for the E
-
Government
initiative. The applied

man hours for these projects are

limited


frequently being
in the range of 40


to 100 man hours. For these projects we utilize a
lightweight
Project Management

approach.

The governing procedure is IT
-
PO10
-
02


Project Management
-

Routine and Small Scale Projects.
The
main
control
feat
ure is the “ITS Project Form” which identifies:



Project Sponsor



Project Manager

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Project Developer(s)



Project Description



Summarized Purpose and Objectives



Deliverables



Date Required



Benefits



Out of pocket cost and FTE man hours required


This document is
reviewed and approved by the appropriate ITS manager(s)
. A
SharePoint area is used to track actions and optionally Microsoft Project may be
used for a Gantt chart depending on scope.
















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VIII IT Enterprise Architecture & Standards

The
City’s approach to IT Enterprise Architecture is detailed within policy IT
-
PO3.1
-
01 which is available on the ITS Strategic Planning area on the City
website:
http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/language/
en
-
US/Default.aspx

The overall
architecture
structure is shown in the following table:


City of Cape Coral IT Enterprise Architecture

Infrastructure

Application

Network

Software

Platform

Data/Information

Security


Plans
for Infrastructure development are detailed in the annually updated
“Technology Infrastructure Plan”


document IT
-
PO3.4.

V
I
II.i
Network
Architecture


The City of Cape Coral IT

environment resides on a Metropolitan Area Network
(MAN) using optical fiber, leased lines and wireless infrastructure. The Public
Safety (Fire and Police) network interlinks to the City network via optical fiber and
is managed by routers and switches. Th
e “remote” facilities with LANs consist of
Public Works water plant/maintenance complexes; Parks and Recreation
complexes;
and the
Fire Stations
.

Facilities located at the City Centrum including
City Hall, the EOC/Fire Department Headquarters, City Complex

building, and
Police Headquarters are all fiber interlinked.
Broadband cellular wireless using
VPN is used to provide field workers access to the central applications.

The Public Safety Network covers the Emergency Operations Center (EOC)
/Fire
Department
HQ, the
Police Headquarters building and an increasing number of
Fire Stations


currently
ten.

The Fire Stations were initially provided with
public
carrier

T1 connectivity but this is now being superseded with the 4.9 GHz Public
Safety Broadband Wireless

system as the primary interconnect mechanism and
high speed DSL for backup


see below. A private broadband wireless cellular
network provided by Verizon/
CenturyLink

is used to interlink Police and Fire
vehicles with the Public Safety network.

Service for

t
he “City” network


including all “remote” sites
for business
applications and e
-
mail
-

was transitioned in FY 2011 from the City Hall
data
center

to the EOC data center
.
T
he Public Safety network applications are
hosted
via the
EOC and Police data cente
rs.

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Internet connectivity is provided by a
5
0

Mbps transit through
the Lee County
Clerk of Courts
which is the Internet Service Provider (ISP)


The City deploys 802.11 wireless network segments based on standardized
protocols in the larger facilities. With
in the City Hall complex a separate public
network is available for the convenience of residents, visitors, and the press.

In terms of the Voice network, an NEC PBX services the City Hall complex
,

but
Cisco VoIP technology is being deployed in the larger “
remote” sites
,

including
the new Police HQ and the EOC
,

and interlinks with the PBX via the data lines.



Data Communications
:

The City’s data communication utilizes the
TCP/IP protocol and is built on a 10Gb backbone connecting the three
main data centers.
LAN segments are connected using a combination of
City owned optical fiber and
CenturyLink

supplied
M
etro
-
Ethernet circuits.
For Public Safety applications, use is also made of 4.9 GHz broadband
wireless


see below.



Wireless Data:


o

Public Safety Broadband

Wireless:

The City
was

the first agency
in SW Florida to deploy the FCC licensed 4.9 GHz pre
-
WiMax

broadband wireless spectrum for public safety communications.
The first phase of a three phased program to cover the entire 116
square miles of the City using Alvarion technology was
implemented in early FY 2008.



Phase 1 covers the central and SE sectors

of the City and
interlinks Fire Stations in this zone to the Public Safety data
center.



Phase 2 completed in September 2009 provides coverage to
the central and SW sectors of the City. Within both zones
coverage is also provided to the Police Mobile Comm
and
Center vehicle which has been equipped with an Alvarion
subscriber unit and antenna as the primary data
communication link to the Public Safety data center.



Phase 3
w
ill
provide coverage for the northern sector of the
City.

This phase is placed in abe
yance until a cell tower is
constructed on the North Water Plant property at some point
in the future.

o

802.11b/g:

The City deploys a secure 802.11sytem within the City
Hall complex for employee use. A separate public version is also
used for the convenie
nce of visitors, the public, and the press. This
permits local newspapers to e
-
mail their reports back to the
newspaper office in real time when reporting public meetings.



Voice Communications:
City

Hall voice communications is
split between
the NEC PBX

a
nd Cisco VOIP
.
A similar NEC PBX servicing Public Safety
was replaced by Cisco VoIP in FY 2009. All the other complexes and
facilities of any size (i.e. Parks & Recreation and Public Works) have
also
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been upgraded to VoIP
.

NEC Key systems are in use at 3 s
mall locations
and the Fire Stations have
CenturyLink

B1 service.

Although our current
standard is the Cisco based VoIP, there are no plans to convert
the
remaining NEC PBX users at
City Hall or any of the other non
-
VOIP sites
at present.

In FY 2011, the C
ity transitioned to a stipend reimbursement methodology
for cellular phones/smart phones thereby eliminating the need for most
City supplied devices.



Video Communications:

The City maintains a Polycom video
conferencing system

at the EOC
. Interconnection is via the web and the
partner site does not need to utilize Polycom technology. There is
no

separate network in place for transporting video communication.
Streaming video is transported across the data WAN/LAN.




Switching/Routing/Firewa
ll environment:

The City deploys Cisco
technology.


Internet and Intranet Network Architecture

The
Internet/Intranet architecture supports the City’s extensive E
-
Government
deployment enabling residents and businesses to pay utility bills on
-
line, submit
requests for service and complaints, renew licenses, search archives, view
information and so on. Additionally the architecture supports web access for City
employees.



Physical access to the web
: All City staff supplied with computers are

allowed web access. Physical connectivity is provided via public carrier
Metro Ethernet. The bandwidth may be readily augmented as required.



Server Infrastructure

o

Public Access Web server:

The City’s Dot
-
Net
-
Nuke (dnn) based
web site providing extensive i
nformation for residents and the
public at large and acting as the portal for web based E
-
Government services, is the front end server for various back
-
end
application and database servers supporting certain E
-
Government
capabilities.

o

Intranet Server:

Supp
orts the City’s employees. The intranet is
SharePoint based and hosts a wealth of information including City
wide regulations, policies and procedures, address listings,
departmental policies and procedures and action registers for
departmental and cross
-
d
epartmental projects.

o

Application and Database Servers:

Certain servers
are
required
to be securely accessed by web users to support various E
-
Government services such as utility bill payment, license renewal,
archive searching
, etc.

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V
I
II.i
i

Platform

Architecture



Application and Database
Servers:

The City’s Financial and Community
Services enterprise application transitioned to the Microsoft platform from
the IBM i
-
Series platform in FY 2009. Other than the Kronos Time &
Attendance system all our othe
r applications are now Wintel based. The
IBM X server is the primary server platform for these applications utilizing
Microsoft Server 2003 as the Operating system. Microsoft SQL 2005 is the
database server engine for these applications.



Network Servers:
M
icrosoft Active Directory is used

to support the City’s
LAN/WAN environment. A/D supports the directory services,
authentication and authorization.



Virtualization & Blade Servers:

Extensive use is made of Virtualization
technology and blade servers to cons
olidate servers and reduce cost.



SAN environment:
IB
M

SAN storage is used extensively to minimize
storage cost and to enable a resilient failover environment.



Desktop environment:
Dell desktops and laptops are deployed as a
standard throughout the City us
ing
M
icros
o
ft XP
, however the new
standard is Microsoft Windows 7


64bit.

Panasonic Toughbook
ruggedized laptops are deployed for Public Safety (Fire & Police) officers
working in the field and for other field workers including Code Enforcement
officers
and Building Inspectors. Refresh programs are in place and
budgeted for both desktops and laptops. Due to the current budget
environment, the replacement cycle has been extended, however.

V
I
II.
iii

Software Architecture

Software architecture facilitates t
he selection and acquisition of commercial
software and the design and development of niche applications to automate and
maintain City processes and provide a foundation for interoperability, integration,
collaboration, and communication. It also supports
the economical and efficient
provision of City information and services to residents. The policy at the City is to
utilize Commercial
O
ff the Shelf (COTS) applications wherever feasible. Internal
development will be undertaken when only when dictated by co
st concerns or
when the requirement is not available commercially. Additionally, report
generation will be undertaken when an application does not provide the specific
report format needed “out
-
of
-
the
-
box.”

Business Application Software:

Section IV.i

above “Application Deployment
across City Departments ” describes the business application software currently
in use across the City.

Personal Productivity

Software:

The Microsoft Office Suite of products is
deployed as the baseline for personal producti
vity. Microsoft Project is the
standard for Project/Gantt charts and Microsoft VISIO is the standard for flow
charting.

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Microsoft SharePoint 200
7

is used for
internal
collaboration
.
The Enterprise
version of Crystal Reports is the primary report writing pa
ckage.

Programming
Software:

Microsoft Visual Studio is the City’s standard for the
development environment.

Middleware:

with the deployment of the JD Edwards package in FY 2009, the
IBM WebSphere middleware has become a standard.

Database Software:

The

standard is now Microsoft SQL with i
-
Series legacy
applications on DB2.

Messaging

Software:
The City’s messaging infrastructure utilizes Microsoft
Exchange server and Outlook clients. Outlook Web Access is provided for secure
access
for

City employees to
e
-
mail from home or when traveling.

Encrypted e
-
mail as an option
was

deployed in FY 2010

with the acquisition of a
small subset of licenses, and is used only upon request or acknowledged
requirement
. This is to provide additional security for the transmi
ssion of any
HIPAA related traffic. The vast majority of electronic messaging for Florida
government agencies
is

subject to public record requests and encryption is not
required.


Web Development Architecture:



Web Application Framework:

The City’s web sites are all constructed
using the open source DotNetNuke (dnn) framework. Full use is made of
this framework’s key features including skins, modules, and content
management to
provide maximum utility to City departments.


Dnn is built
usi
ng Microsoft VB.net for the ASP.net framework.



Web Development:
The DotNetNuke framework
is upgraded as new
framework releases are provided by the DotNet
N
uke Corporation.

Microsoft Visual Studio is the tool
-
kit that ITS use for dnn development.
Responsibil
ities between ITS and the web coordinators in each

department are broken down as follows:

o

ITS:
DNN application

development;
d
evelopment

of Modules and
skins; overall site management including page hierarchy.

o

Departmental web coordinators:
Content
Management

at the
Page level: addition & deletion of text, modules, documents, links
and images. The standard for documents to be posted is Adobe pdf
and tif, For images, gif, png, and jpeg are all permissible.



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V
I
II.
iv

Data/Information Architecture

Data/Information Architecture focuses on the process of modeling the information
that is needed to support the business processes and functions of the City.
Data/Information Architecture outcomes are expressed in the form of data
models, information flows,

and analysis of inputs/outputs for city processes. This
provides a framework for business process re
-
engineering and the optimization
of City processes.

Given the City’s application environment where commercial, off
-
the
-
shelf
software provides the backbon
e applications that support City processes, the
data architecture embedded within
these systems
provide the basis of the City’s
overall Data and Information Architecture. From 2007 through 2009 the City
replaced its legacy ERP system with best
-
of
-
breed sol
utions spanning Financial,
Community Services, and Human Resource Management activities. These
systems combine features of best business practice along with the flexibility for
defining almost unlimited user defined fields. As a key component of the
implem
entation of the Financial and Community Services ERPs, business
processes were carefully reviewed and the systems configured to meet the
optimized processes. Extensive use was made of user defined fields within the
Community Services application to accommo
date specialized needs and
additionally some vendor built customizations were required. In the context of the
City, data and information flow modeling comes into play as a component of IT
support for the City’s Lean Government program where as part of the
“kaizen”
process it is required to generate Process Value Stream maps. Where
information technology is either embedded in the process or its introduction can
add value and/or eliminate waste, data modeling will typically be required.

The key applications d
efining the data/information architecture are:

Financial ERP:




JD Edwards EnterpriseOne

Community Services:



CRW TRAKiT

Geographic Information System (GIS):

ESRI ArcGIS

HRIS/Payroll





Kronos Workforce Central

These are augmented by a common mechanism
for accepting payments
provided by the
ActiveGovernment

cashiering and payment management
system.

Additional support for the City’s Lean Government initiative will be provided by
deploying specialized workflows via the Sire Technologies’
Electronic Workflo
w
Engine
.

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V
I
II.
v

Security Architecture

The City has an information security program in place to ensure confidentiality of
information, the integrity of data, systems and operations. The security
architecture must be resilient and provide effective contro
ls over the
public/private network infrastructure. Periodic external audits and reviews are
performed by qualified security experts to provide guidance on areas for
development and enhancement. Security constraints apply to both the wired and
wireless envi
ronments. Network authentication to the Microsoft Active Directory
is an integral part of the security architecture.

The following Security Policies and Procedures are posted on the ITS section of
the City’s SharePoint intranet:

IT
-
DS5.2
-
01


Information Te
chnology Security Plan

IT
-
DS5.2
-
02


Information Security Policy

IT
-
DS5.2
-
02
-
01


Metrics for Security Management

IT
-
DS5.2
-
03


Security Roles and Responsibilities

IT
-
DS5.3
-
01


Request for Network and Application Access for New Users

IT
-
DS5.3
-
02


Password Ma
nagement Policy (defining the use of strong





passwords)

IT
-
DS5.3
-
03


Notification of Terminated and Transferred Employees

IT
-
DS5.3
-
04


Periodic Review of User Access Rights

IT
-
DS5.3
-
05


Information Security for externally hosted and managed






applications

IT
-
DS5.3
-
06


Authentication and Directory Services

IT
-
DS5.5
-
02


Vulnerability Assessment and Penetration

IT
-
DS5.6
-
01


Security Incident Response

IT
-
DS5.8
-
01


Encryption Technologies

IT
-
DS5.10
-
01


Firewall Change Request Procedure

IT
-
DS5.10
-
02


Server Hardening Policy

IT
-
DS5.10
-
03


Patch Management Policy

IT
-
DS5.10
-
04


Request for Remote Access

IT
-
DS5.10
-
05


Remote Access Policy

IT
-
DS12.2
-
01


Physical Security

IT
-
DS12.2
-
02

Physical Safeguards


Device and media Controls for HIPPA
Compliance

IT
-
D
S12.3
-
02

Facility Access Control Policy


HIPPA Security



The Information Security Policy and the Password Policy are provided to
software application vendors as a routine part of our requirements to ensure that
they can comply with defined standards.

Ext
ernal Security Audits:

Audits addressing various aspects of the security
infrastructure are commissioned routinely by both ITS and Internal Audit to
assure the security infrastructure is robust and to identify potential areas for
improvement.


09/2
4
/2012 Information Technology Plan FY 2013.doc
Page
32

of
32


V
I
II.
vi

Cit
y of Cape Coral Information Technology Standards

The City’s Information Standards are available at the following address:

http://www.capecoral.net/Gov
ernment/ITS/Standards/tabid/1294/language/en
-
US/Default.aspx



IX IT related awards & recognition

The

City was awarded
6th

place in the 200
9

Center for Digital Government’s
Digital Cities Survey for cities in the 125,000


250,000 population category
, up
from 8
th

place in 2008.


The City received the “Transformation Award” from the SW Florida Regional
Technology Partnership in May 2009.