CITY OF CAPE CORAL, FL
Information Technology Plan
FY 2013
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Table of Contents
I Introduction
II Organization & Governance
II.i Organization
II.ii Governance
III ITS 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 2012 Key Projects
V.ii Key Projects for FY 2013
VI Best practice frameworks
VI.i The COBIT Best Practice framework for IT Governance
VI.ii Service Management Improvement via ITIL
VII Project Management
VIII IT Enterprise Architecture & Standards
VIII.i
VIII.ii
VIII.iii
VIII.iv
VIII.v
VIII.vi
Network Architecture
Platform Architecture
Software Architecture
Data/Information Architecture
Security Architecture
City of Cape Coral Information Technology Standards
IX IT related awards & recognition
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I Introduction
This is the FY 2013 update to the City of Cape Coral Information Technology
Plan. Along with every other City Department, 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 five years,
which may now, however, have bottomed out.
The FY 2013 Adopted ITS budget of $4.017MM is reduced 11.4% from the final
FY 2012 Amended Budget of $4.536MM. The FY 2012 amended budget
included a special provision of $509K for capital funds funded during 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 &
implement 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 provisioned in FY 2009 to replace
our key enterprise systems. We are now using Oracle/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 all of the application
software packages deployed in the City. Our policy is to use commercial off the
shelf (COTS) applications and develop software only when compelling cost
reasons exist and/or there is a niche requirement where COTS is not available.
City of Cape Coral
ITS Department Organization
ITS Director
IT Infrastructure &
Security Manager
Business Applications
& GIS Manager
Business Applications
Analysts
(3)
Network
Administrator I
Public Safety
Programmer Analyst
- JDE Support
Administrative Specialist I
Computer Tech II
Public Safety (2)
Network/Security
Administrator II
GIS Coordinator
Network/Security
Administrator II
Telecommunications
Specialists (2)
Assoc. Programmer
Analysts
Geo-Processing Tech
Network
Administrator II
Assoc. Network
Security Administrator
Computer Tech I
(2)
Service Desk
Administrator
Computer Tech II
Acts as Lead.
Budgeted Headcount = 24
Network & Telecom Infrastructure is responsible for supporting the extensive
physical infrastructure including data centers, interconnectivity, switching, routing
and telecommunications.
GIS Services is responsible for developing and maintaining the enterprise GIS
implementation within the City utilizing the ESRI ArcGIS products. 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 own 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 and data analysis tasks as well as handling public record requests and
assisting those departments without GIS trained staff. GIS Services 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
Effective IT governance helps ensure that the IT organization supports business
goals, optimizes business investment in IT, and appropriately manages IT related
risks and opportunities. Value, risk, and control constitute 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 continues. 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 approve 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
strategic 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 provide 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 Strategic Initiatives
IV.i Application Deployment across City Departments
The City deploys Information Technology comprehensively across the entire
organization. Strategic value provided by IT benefits the entire organization.
Departments rely on IT to support their fundamental business processes and EGovernment is a key component of the technology 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 Technologies’
applications, Vermont Systems’ Rec Trac, and Kronos products. The 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 Agenda Management, 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
 ArcGIS Server for interactive web presentation
 Freeance partner product for developing web applications
 Cartegraph partner product for Traffic applications
Cloud/SaaS Applications
The following web-based applications are provided remotely by an external
provider 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 searches
 The BenTek benefit management system
 The Onvia DemandStar 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: This is a web-accessed SQL database that is
constructed from Business licensing and Occupancy 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 City by the NAICS classification scheme. A web based interface
allows the public to query the database to search for businesses by
category and to map the location using internal Google mapping capbility.
 Garage Sale Permits: This web based interactive system allows
residents to register and apply for Garage Sale permits on-line 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: several 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 community within the City.
 Miscellaneous Archive Searches: We 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: This is a web accessed SQL
database designed to track energy consumption and savings on a
Citywide basis.
 Special Assessments System: This 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 Operations Management
 SolarWinds: Used as the principal network monitoring tool and foundation
for all monitoring – Storage; Network; Systems; Applications
 Numara FootPrints Service Core: Used 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 Server & Outlook client
 Symantec Enterprise Vault: Stores 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
from internal hosting to the cloud.
IV.ii 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 begins 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 consolidated by the entire City Manager’s Team.
In some cases – for example E-Government – the ITS priorities may bear a direct
relationship to a Council priority. However, since ITS is a service department, in
most cases the ITS priorities support key customer departmental priorities. The
ITS staff 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 & Telecom
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 that 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. Formal action registers are reviewed and maintained.
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Aligning IT to the Business
Council Strategic Priorities
City Manager & Staff Develop
Programs & Priorities
IT Architecture
IT Standards
Develop ITS Programs & Priorities & Roadmap for the Year
IT Policies
Update ITS Strategic Plan, IT Enterprise Architecture,
Technology Infrastructure Plan
COBIT
Framework
ITS Budget
Development
New
Departmental
Requirements
Program
Management
Departmental
Coordination
Meetings
Fine Tune/Amend/Adjust ITS
Programs & Priorities
Execute Plan
Request for
Service (RFS)
Annual Planning
& Budget Cycle
IT Service
Management &
Service Delivery
(ITIL)
Continuous –
within the year
ITS
Processes/Standards
Additionally 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.iii 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
government. E-Government has been a major IT priority for several years.
The following table provides a partial listing of the features that are provided
on-line:
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On-line Capability
Enabling software
Description
Utility (Water) bill payments
AMX Utiligy (embedded within
JDE architecture)
Internally developed
Via secured account set-up
Open Government area
Business Tax Receipt renewal
Citizens’ Action Center –
Submit/Track Requests for
Service
View Permits, Projects, Code
Enforcement Cases, Parcel
info
Schedule Permit Inspections
Common e-payment vehicle
Apply for Building Permit/View
Status
Full electronic commercial
permit package submission –
pilot program.
Code Enforcement Lien status
Council & (other public
meeting) Agendas, Minutes,
and archived Videos
Interactive access to GIS
Police P2C – Police to
Community interactive system
Fully searchable Document
Archive
Online Auction
Online RFPs
Online Job Postings &
Applications
Connect Cape Coral
CRW eTRAKiT
CRW eTRAKiT
CRW eTRAKiT
CRW eTRAKiT
Active Government interfacing
with CRW TRAKiT and AMX
Utiligy
CRW eTRAKiT
Contractor activity
Payment for Licenses,
permits, utilities, etc.
Avolve ProjectDox
Secured account with pin
number. Full submission
including CAD drawings.
Internal electronic workflow for
parallel review process
including red-lining drawings
CRW eTRAKiT
SIRE Technologies’ Agenda
Plus, Minutes Plus, Video Plus
ESRI ArcGIS, ArcGIS Server,
Freeance
SunGard OSSI
Videos are indexed by the
Agendas.
Most layers made public
SIRE Technologies’ Document
Management System (DMS)
Via GovDeals® online service
Onvia Demand Star service
NeoGov – externally hosted
Internally developed
Online Garage Sale Permits
Internally developed
Online Burglar Alarm
registration
Various forms and static maps
FEMA flood Elevation
Certificates
Commercial Permit Cost
Estimator
Cry Wolf
09/24/2012
Includes combination of static
and interactive financial
reports. Interactive queries
include drill-downs on
Expenditures and Employee
Salaries.
i.e. Business License renewal
Via Account set up or
anonymous. Enter requests,
View status.
General Public & Contractors
Business directory utilizing
NAICS classification
Apply online and print permit
at home
Internally developed
Internal, SIRE DMS
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” financial transparency 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
The remaining component is governmental budgeting with Hyperion Public
Sector to be implemented in FY 2013.

Electronic Plan & Permit Submission & Review
This 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 powerful 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 powerful search and
retrieval capabilities.

Geographic Information Systems (GIS)
GIS technology is central to City operations. ESRI ArcGIS was deployed and
upgraded to ArcGIS 10 in 2011. The implementation is enterprise based
using a central SDE server. For web applications ArcGIS 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 the 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 Infrastructure 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 wired and
wireless network infrastructures in a cost effective manner.
Key elements of our approach are as follows:
Capacity:
Storage: Storage Array Network (SAN)
- SATA low cost drives for non-mission critical data; data deduplication
-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 2012 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 feature allowing residents to view up-todate, 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.
BentekSaaS Open Enrollment & Benefit Management:
This SaaS solution was implemented in 2012 to automate benefit enrollment.
Electronic Permit Submission and Review:
The 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 including 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. This 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 Budgeting, 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 may 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,
test, 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 County Justice Center data center for the City’s Microsoft Exchange email system. This was extended in 2012 to provide recovery for the Microsoft
Active Directory and Backup/Recovery (EMC Data Domain) systems. 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 Continuity of Operations
(COOP) Plan.
Email: In FY 2012 we evaluated the possibility of moving to a cloud based
hosted e-mail solution. The decision was to stay with the internally 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. Several 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: Implemented BMC Numara AssetCore 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 control 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 database.
2012 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 network,
tying up concurrent licenses.
Meter 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 added 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 2013 to support the
FY 2014 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 replace 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 the 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 of 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 employees 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 Financial 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 Application 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 baseline 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 Read-Only / Read-Write 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. Once changes are made, they will
be replicated to the Read-Only database.
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 automated GIS downloads from the county
servers.
GPS Utility Data Collection: The City, over the past few years, has purchased
several GPS Units; however, to date none of the features in GIS have been
collected / corrected with the aid of the units. We plan to 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 took 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, pavement
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 web based products.
I Best practice frameworks
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VI.i The COBIT Best Practice Framework for IT Governance
COBIT® (Control Objectives for Information and related Technology) is the best
practice framework for IT governance published by the IT Governance Institute
(ITGI.) COBIT version 4.1 provides 210 control objectives applied to 34 high level
IT processes categorized 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 governance.
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. The latest
versions of all these documents are available to all employees via the intranet.
They are categorized by COBIT domain.
VI.ii Service Management 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 been
utilized to build Service Support procedures covering Change Management,
Incident and Request 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 which 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
development 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
IT-SLA-02
IT-SLA-03
IT-SLA-05
IT-SLA-06
Desktop Support
SIRE DMS Application
Kronos Workforce Central HRIS/Payroll Application
Financial Applications (JD Edwards, Utiligy, Sympro Active
Government)
Community Development Applications (CRW TRAKiT, Avolve
ProjectDox)
VII Project 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 Projects. 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. Recent examples 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 management 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 control
 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
feature 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 ITPO3.1-01 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.
VIII.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. The “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 the “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. The Public Safety network applications are
hosted via the EOC and Police data centers.
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Internet connectivity is provided by a 50 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. Within 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.
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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 Metro-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 Command
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 will provide coverage for the northern sector of the
City. This phase is placed in abeyance 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 convenience 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 and 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 small 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 City 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/Firewall 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.
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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 information for residents and the
public at large and acting as the portal for web based EGovernment services, is the front end server for various back-end
application and database servers supporting certain E-Government
capabilities.
o Intranet Server: Supports 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-departmental projects.
o Application and Database Servers: Certain servers are required
to be securely accessed by web users to support various EGovernment services such as utility bill payment, license renewal,
archive searching, etc.
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VIII.ii Platform Architecture
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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 other 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: Microsoft 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 consolidate servers and reduce cost.
SAN environment: IBM 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 using Microsoft 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.
VIII.iii Software Architecture
Software architecture facilitates the 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 Off the Shelf (COTS) applications wherever feasible. Internal
development will be undertaken when only when dictated by cost 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 productivity. Microsoft Project is the
standard for Project/Gantt charts and Microsoft VISIO is the standard for flow
charting.
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Microsoft SharePoint 2007 is used for internal collaboration. The Enterprise
version of Crystal Reports is the primary report writing package.
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 transmission 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:
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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
using Microsoft VB.net for the ASP.net framework.
Web Development: The DotNetNuke framework is upgraded as new
framework releases are provided by the DotNetNuke Corporation.
Microsoft Visual Studio is the tool-kit that ITS use for dnn development.
Responsibilities between ITS and the web coordinators in each
department are broken down as follows:
o ITS: DNN application development; development 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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VIII.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 backbone 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 solutions 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
implementation 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 accommodate 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 defining 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 Workflow
Engine.
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VIII.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 controls 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 environments. 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
IT-DS5.2-02
IT-DS5.2-02-01
IT-DS5.2-03
IT-DS5.3-01
IT-DS5.3-02
IT-DS5.3-03
IT-DS5.3-04
IT-DS5.3-05
IT-DS5.3-06
IT-DS5.5-02
IT-DS5.6-01
IT-DS5.8-01
IT-DS5.10-01
IT-DS5.10-02
IT-DS5.10-03
IT-DS5.10-04
IT-DS5.10-05
IT-DS12.2-01
IT-DS12.2-02
IT-DS12.3-02
Information Technology Security Plan
Information Security Policy
Metrics for Security Management
Security Roles and Responsibilities
Request for Network and Application Access for New Users
Password Management Policy (defining the use of strong
passwords)
Notification of Terminated and Transferred Employees
Periodic Review of User Access Rights
Information Security for externally hosted and managed
applications
Authentication and Directory Services
Vulnerability Assessment and Penetration
Security Incident Response
Encryption Technologies
Firewall Change Request Procedure
Server Hardening Policy
Patch Management Policy
Request for Remote Access
Remote Access Policy
Physical Security
Physical Safeguards – Device and media Controls for HIPPA
Compliance
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.
External 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.
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VIII.vi City of Cape Coral Information Technology Standards
The City’s Information Standards are available at the following address:
http://www.capecoral.net/Government/ITS/Standards/tabid/1294/language/enUS/Default.aspx
IX IT related awards & recognition
The City was awarded 6th place in the 2009 Center for Digital Government’s
Digital Cities Survey for cities in the 125,000 – 250,000 population category, up
from 8th place in 2008.
The City received the “Transformation Award” from the SW Florida Regional
Technology Partnership in May 2009.
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