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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 2010 Key Projects
V.ii Key Projects for FY 2011
VI Best practice frameworks
VI.i Service Management improvement via ITIL
VI.ii The COBIT best practice framework for IT Governance
VII Project Management
VIII IT Enterprise Architecture & Standards
VIII.i Network Architecture
VIII.ii Platform Architecture
VIII.iii Software Architecture
VIII.iv Data/Information Architecture
VIII.v Security Architecture
VIII.vi City of Cape Coral information Technology Standards
IX IT related awards & recognition
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This is the FY 2011 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 3 years.
The FY 2011 Proposed ITS budget is reduced 1.9% from the FY 2010 Amended budget and 9.6% from the FY 2009 Actual budget. The steepest cuts over the last two years have been made for capital expenditures and operating expenses.
We are able to absorb these and continue to provide value because of the investment in infrastructure and application software made over the last several years but recognize that capital funds for selected hardware upgrades will require to be budgeted in the short term future. The City budgeted for replacement of the legacy SunGard Public Sector iSeries based ERP in FY 2009. The bulk of the conversion to Oracle/JD Edwards Enterprise One for Financials, AMX Utiligy for utility billing, and Active Government for cash management, and CRW TRAKiT for Community Services has been completed. The Avolve Software ProjectDOX system for electronic plan submission and review is in pilot test phase.
Within the new fiscal year, priorities include completing the ERP migration with the remaining three modules of JD Edwards and implementation of the Sympro treasury management system. We have also determined that a more robust government budgeting capability is required than that natively provided by the JD
Edwards package and are evaluating 3 rd party add-on options to support the features desired.
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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 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.
Network & Telecom Infrastructure is responsible for supporting the extensive physical infrastructure including data centers, interconnectivity, switching, routing and telecommunications.
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GIS Services is responsible for developing & maintaining the enterprise GIS implementation at the City utilizing the ESRI ArcGIS product. Most routine GIS activity is farmed out to the user departments but GIS Services will perform the more complex mapping & data analysis tasks. GIS Services publish a separate multi-year GIS Strategic Plan document – see http://www.capecoral.net/Government/ITS/StrategicPlanning/tabid/629/Default.a
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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 began the process in FY 2009 of constructing a comprehensive set of IT policies, procedures, and documents supporting the COBIT® (Control Objectives for Information and Related
Technology) Version 4 framework. This effort will continue in FY 2011. 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 was reconstituted in 2009 to include selected department directors along with the ITS Director and various other managers to provide a strong user based perspective. The steering group charter was also updated.
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.
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 the web
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coordinator from the City Cler k’s Office. This Group meets to develop strategic direction and developmental priorities for the City’s web presence. Additionally the departmental Web Coordinators formally meet on a monthly basis to coordinate actions relating to web content development.
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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.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 E-
Government is a key component of technology deployed to let the public “use their fingers to do the walking.
”
Major Application deployment
Following are the key enterprise class COTS applications deployed. Significant investment has been made in the last 3
– 5 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. 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
(FY 2011)
(FY 2011)
(FY 2011)
Active Government:

Cashiering

Payment Management
AMX Utiligy:

Utility Billing
CRW TRAKiT Community Development system:

Land Management including Parcels, Zoning and Future Land Use
(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: (in pilot test phase – to be fully implemented in FY 2011)

Electronic plan submission & review
Kronos iSeries Time & Attendance:

Time & Attendance reporting utilizing clocks for hourly personnel
Kronos Workforce Central HRIS/Payroll:

Integrated Human Resource & Payroll system
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

ArcIMS for interactive web presentation

Freeance partner product for developing web applications

Cartegraph partner product for Traffic applications
Cloud/SaaS applications
The following applications are web based applications 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 “Cape Coral Prospector” economic development web search vehicle for commercial property within the City provided by GIS Planning, Inc.

The Onvia DemandStar online service is used to manage the procurement
RFP/bid submittal process.
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 The GovDeals® online service is used for online auctions of surplus City equipment.
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 qery 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 management and monitoring tool.

CA Unicenter Service Desk: used as the key application supporting the
ITIL best practice initiative for Service Management.
Messaging (E-mail)

Microsoft Exchange Server & Outlook client

Symantec Enterprise Vault: Stores all incoming and outgoing e-mails.
Provides powerful searching to facilitate public records requests. Also
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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.
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 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 resiliency, capacity, and resiliency 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
IT Architecture
IT Standards
IT Policies
COBIT
Framework
Program
Management
Council Strategic Priorities
City Manager & Staff Develop
Programs & Priorities
Develop ITS Programs & Priorities & Roadmap for the Year
Update ITS Strategic Plan, IT Enterprise Architecture,
Technology Infrastructure Plan
Fine Tune/Amend/Adjust ITS
Programs & Priorities
Execute Plan
ITS Budget
Development
New
Departmental
Requirements
Request for
Service (RFS)
Departmental
Coordination
Meetings
IT Service
Management &
Service Delivery
(ITIL)
Annual Planning
& Budget Cycle
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:

E-Government
The E-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
Utility (Water) bill payments SunGard Click2Gov migrating to Active Government with
AMX Utiligy back-end in FY
2010
Business Tax Receipt renewal CRW eTRAKiT
Citizens’ Action Center – CRW eTRAKiT
Submit/Track Requests for
Service
CRW eTRAKiT View Permits, Projects, Code
Enforcement Cases, Parcel info
Description
Via secured account set-up i.e. Business License renewal
Via Account set up or anonymous. Enter requests,
View status.
General Public & Contractors
Schedule Permit Inspections
Common e-payment vehicle
CRW eTRAKiT
Active Government interfacing with CRW TRAKiT and AMX
Utiligy
CRW eTRAKiT
Contractor activity
Payment for Licenses, permits, utilities, etc.
Apply for Building Permit/View
Status
Full electronic commercial permit package submission pilot program.
–
SIRE Technologies’ Electronic
Permitting. Migration to Avolve
ProjectDox in FY 2010.
Secured account with pin number. Full submission including CAD drawings.
Internal electronic workflow for parallel review process
Online Auction
Online RFPs Onvia Demand Star service
NeoGov – externally hosted including red-lining drawings
Code Enforcement Lien status CRW eTRAKiT
Council & (other public SIRE Technologies’ Agenda meeting) Agendas, Minutes, and archived Videos
Plus, Minutes Plus, Video Plus
Interactive access to GIS
Police P2C – Police to
Community interactive system
ESRI ArcGIS, ArcIMS,
Freeance
SunGard OSSI
Fully searchable Document
Archive
SIRE Technologies’ Document
Management System (DMS)
Via GovDeals® online service
Videos are indexed by the
Agendas.
Most layers made public
Online Job Postings &
Applications
Cape Coral “Prospector” GIS Planning hosted
– externally Tool for Economic development. Search for available commercial space
Connect Cape Coral
Online Garage Sale Permits
Internally developed
Internally developed
Business directory utilizing
NAICS classification
Apply online and print permit at home
Online Burglar Alarm registration
Commercial Permit Cost
Estimator
Cry Wolf
Various forms and static maps Internally developed
FEMA flood Elevation
Certificates
Internal, SIRE DMS
Internally developed Allows contractors and the public to obtain permit cost
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Residential Permit Cost
Estimator
Powerful dedicated Google site search
Internally developed
Google appliance estimates interactively
Allows contractors and the public to obtain permit cost estimates interactively
In house Goo gle “MINI” search appliance
The two most important E-Government projects in FY 2011 will be the building of a new Financial Transparency area on City the web site to provide residents with interactive search into budget to actual data, salary history, and expenditures and the electronic plan submission features of ProjectDox – see below.

ERP Replacement
The Inventory, Fleet, and Work Order modules of the Oracle/JD Edwards system will be implemented in FY 2011. Also the Sympro system will be implemented for Investment and Debt management. This will complete the
Financial ERP project.

Electronic Plan & Permit Submission & Review
The ProjectDOX system is in the pilot implementation stage at the end of FY
2010. The goal is to take this system into full production in FY 2011.
Workflows have been built for Building Permits, Site Plans, and Development
Projects. The key feature for external users is the elimination of paperwork by allowing plans & drawings to be submitted electronically. For internal users the system provides electronic document review and mark-up and these mark-ups can be reviewed by the applicant online.

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.
 IT Support for the City’s Lean Government Initiative
The City will be entering the fourth year of its Lean Government initiative in FY
2011 and was awarded the Strategic Leadership Award by the International
City/County management Association (ICMA) in September 2009.. The Lean
Government program involves utilizing the Value Stream mapping and kaizen approach to waste elimination pioneered by Toyota and used extensively in the manufacturing sector and now spreading to the back-office. ITS is committed to supporting departments as they perform kaizens to break apart business process flows and re-engineer them in a lean manner. ITS staff
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have actively participated on cross functional kaizen teams and will continue to do so in the future. We see opportunities to make improvement utilizing electronic workflow as the Lean initiative moves ahead.

Geographic Information Systems (GIS)
GIS technology is central to City operations. ESRI ArcGIS is deployed and was upgraded to ArcGIS 9.3 in 2009. The implementation is enterprise based using a central SDE server. In FY 2011 we will upgrade to ArcGIS 10 after ensuring that all interfacing applications including Freeance are fully interoperable with the new version. For web applications ArcIMS 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

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 are addressed 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; data deduplication
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.i Review of FY 2010 Major Projects:
Business Applications
Implementation of the CRW TRAKiT Community Development system:
In FY 2010 several enhancements were incorporated into this system which went live at the end of FY 2009. CRW provided customization logic supporting the
City’s annual business license renewal process which took place in July. The new CRW GIS module which interfaces with ESRI GIS was piloted and went live in May 2010. Finally, the functional specification for a comprehensive customization dealing with updating parcel records in LandTRAK utilizing County
Property Appraiser data was developed in conjunction with CRW staff in August.
This customization will be received and implemented in FY 2011.
Completion of the Financial ERP implementation:
The AMX Utiligy system was implemented to replace the SunGard Public Sector
Naviline Utility Billing module.
Implementation of the Avolve Software ProjectDox system:
The City piloted electronic plan submission and review utilizing the Sire
Technologies’ workflow engine. As part of researching best-of-breed Community
Service applications for the ERP Replacement project , we determined that implementing Avolve ProjectDox would provide significant benefits over internal development of the Sire capability. ProjectDox is also integrated to the CRW
TRAKiT system. We are confident that significant business process improvements can be made both internally and externally with implementation of this system. The system went into the pilot test phase at the end of FY 2010.
Development of the Web based Special Assessments Database:
An internal capability was developed to track special assessments applied to City parcels in Utility Expansion areas. The new system was developed using
Microsoft dotnet technology and integrates in real-time with both the JD Edwards
Financials and CRW TRAKiT.
Implementation of SolarWinds: SolarWinds was implemented in FY 2010 replacing the CA Unicenter suite for network management and monitoring.
Implementation of the 3rd Phase of the 4.9 GHz Public Safety Broadband
Wireless Network: This phase is to provide coverage to the northern sections of
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the City. The project was placed in abeyance until such time as a tower becomes available at our North water Plant site.
WAN Interconnectivity and improved Internet bandwidth: The transition to the Lee County Clerk of Courts as our ISP (Internet Service Provider) took place in March. The new link provides three times the previous bandwidth at the same cost and is an example of an interagency “shared service” project undertaken to reduce cost and/or improve service. The new link to the Clerk of Courts data center also provides us connectivity to the high speed fiber backbone available to
County agencies which we can leverage in the future to set up mutual DR
(Disaster recovery) arrangements.
Desktop Virtualization: Desktop virtualization was implemented during 1QFY
2010 using VMWare technology. This initially assisted with providing expanded capability for selected employees to work at home as part of the Continuity of
Operations (COOP) plan for an influenza epidemic. Desktop virtualization will additionally allow us to extend the useful life of aging desktops by converting them into thin clients rather than having to replace them. In FY2011 this project is being expanded.
Other Network Infrastructure extensions: The following were completed:
UPS (Uninterruptible Power Supply) units in the various network distribution closets throughout City Hall were upgraded to provide enhanced protection in the event of power failure and to accommodate the new higher capacity Cisco switches.
Replaced EOC Data Center UPS and engaged secondary LCEC circuits as backup power with Generator
The main network switch at Oasis Elementary School was upgraded to provide increased reliability and capacity.
Added 10GB Fiber Backbone across main sites – City Hall / EOC / PDHQ
Telecom:
Several City Hall telephone extensions were configured to automatically provide automated messages for calls received from the public after hours.
Upgraded “emergency 911” call locator from employee office phones to new CenturyLink Database for emergency dispatch – this pinpoints users via DID PSTN addressing.
Configured system bridging to connect NEC PBX and Cisco VOIP for 4digit calling intra-city
Conversion of T1 circuits to high speed DSL for costs savings
– this is an ongoing project into FY2011.
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Geographic Information Systems (GIS)
Freeance upgrade: The latest version of the Freeance web mapping software wasl be installed which removed the need for deploying ArcIMS.
ESRI Metadata Server: This feature was installed to manage GIS metadata.
Testing/Development Environment: a virtual test and development environment has been built for both ArcGIS and ArcGIS server.
V.ii Key Projects planned for FY 2011:
Business Applications
Launching the “Financial Transparency” Site:
As a key component of Open Government a special area will be developed on the city’s website to provide a gateway for the public to obtain information and key documents about how the City of Cape Coral spends tax dollars and other revenues to provide services. We will begin with the CAFR, Budget, Monthly
Financial Reports, and Salaries areas and then extend to the other categories.
CAFR: an area where residents can access the current and historical
Comprehensive Annual Financial Reports
Budget: an area where residents can access the current and historical budgets as well as associated presentations and material s considered during the budget adoption process.
Expenditures: searchable database of unaudited expenditures by category, payee, and department. Will include search & drill-down capability.
Monthly Financial Reports: this is a new easy-to-read format under development to show revenue trends and overall fund performance
Revenue: searchable database of unaudited revenue. Will include search and drill-down capability.
Salaries: searchable database of unaudited employee salaries. Will include search and drill-down capability.
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Development of self service reporting/querying for the Kronos HRIS:
Funding for the Kronos Self Service module which would allow managers to approve actions and employees to view and update certain fields is not available.
ITS will build a lightweight version of self service for the employees.
Network & Telecom Infrastructure
Concurrent with the development of the annual Information Technology Plan, the
Network & Telecom division a lso 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 2011 TIP:
Redundant Internet Connectivity: The City transitioned to the Lee County
Clerk of Courts (LCCoC) as the ISP took place in March. Connectivity to the
LCCoC is via metro-ethernet. A second redundant path via a different commercial carrier will be implemented in FY 2011.
Disaster Recovery Facilities: Following the connection in FY2010 of the Lee
County Clerk of Court [LCCoC] Internet, ITS will extend its Local Area Network
(LAN) to facilities in downtown Ft Myers and Gainesville, Fl. These are existing
LCCoC sites that currently host other local agencies IT infrastructure. ITS will relocate existing backup systems and storage to these sites as part of tour revamped DR plans.
Data de-duplication: This system is operational at PDHQ Data Center and will be expanded to a second system at one of the DR sites where data will be replicated for critical production systems. This system will provide significant savings from reductions in Backup Tapes and Storage.
Data Replication: Data replication will be fully enabled on mission critical applications between systems at EOC and PDHQ. Additionally, the City Hall Data
Center will host only Test, Development and non-critical systems
Virtualization & Cloud Computing: Virtualization using VMWare is the default choice for deploying new applications. Only when virtualized servers display shortcomings- such as noticeable slowness - under production type loads will a decision be made to deploy hardware based (e.g. blade technology) application servers. The default for choice for database storage is the SAN.
In a continuation of efforts started in FY2010, ITS will evaluate opportunities for saving money by moving more applications to the cloud in FY 2011. We will evaluate hosted e-mail, archiving and retention including both Google and
Microsoft offerings. We will also analyze opportunities for lower cost storage of selected data in the cloud. The public cloud will be reviewed as well as the advantages of developing a community cloud within the SW Florida county & local government community.
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Telecom: ITS will re-enable an upgraded Call-Accounting system to monitor telecommunications traffic and provide efficient reporting facilities.
ITS will continue to convert and/or reduce WAN circuits for costs savings, this is also being extended in new long-distance programs with CenturyLink.
Email: Exchange 2010 will be rolled out as an upgrade to the current version –
Exchange 2003. We will also evaluate the possibility of moving to a cloud based hosted e-mail solution. Residual Exchange based e-mail would still be required, however, to handle emergency intra-City e-mail in the event of a failure of the local electric grid and internet access during post hurricane recovery.
Business Impact Analysis and Risk Assessment: All departments will be evaluated to determine risk impacts and business continuity processes as part of
ITS “Best Practice Frameworks”. Additionally, ITS will renew efforts to perform
DR testing on critical applications
Desktop Virtualization: Due to the high number of desktops that are currently without warranty and over 5 years old, ITS is evaluating new Thin Clients that may replace the current desktop and extend the usage period from 5 years to 10 years. This will target approximately 35% of the workforce that only requires
Internet, Office Applications and Email and will become the device of choice when the existing desktop eventually fails. Costs savings is currently estimated at
$250 per device.
Other: Continued efforts to reduce infrastructure hardware and associated costs by migrating to “virtualized systems” will also be expanded to the storage infrastructure.
Geographic Information Systems (GIS)
ESRI Software upgrade: ArcGIS will be upgraded from version 9.3 to 10
ESRI Utility Dashboard: This capability will be implemented as a joint project with Public Works in calendar 2011. The system will integrate with the JD
Edwards EnterpriseOne Work Orders module which is planned for implementation in the first fiscal quarter.
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ITS began implementation of a formal ITIL v2 program in late 2006. The majority of ITS staff members have 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 Report Management. The Computer Associates (CA) Unicenter
Service Desk software application was procured and implemented in 2008 to support the program.
We made a decision 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 Desktop Support
IT-SLA-02 SIRE DMS Application
IT-SLA-03 Kronos Workforce Central HRIS/Payroll Application
IT-SLA-04 SunGard H.T.E. NaviLine Application (being replaced by
IT-SLA-05/06)
IT-SLA-05 Financial Applications (JD Edwards, Utiligy, Sympro Active
Government)
IT-SLA-06 Community Development Applications (CRW TRAKiT, Avolve
ProjectDox)
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 the Plan and Organize and Deliver and Support domains. A total of twenty-two polices, procedures, and documents (including standards) were documented in the Plan and Organize domain and a further thirty in the Deliver and Support domain. In FY 2010 four procedures were added
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within the Plan & Organize domain, six were added to the Deliver & Support domain, eight were written for the Acquire & Implement domain, and one for the
Monitor & Evaluate domain. This project will continue throughout FY 2011.
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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 is 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:
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
Project Sponsor

Project Manager

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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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
Platform
Software
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; Fire Stations; and the Customer Billing Services facility. 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) and new Police Headquarters building and an increasing number of Fire Stations – currently ten. The Fire Stations were initially provided with Embarq 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/Embarq is used to interlink Police and Fire vehicles with the Public Safety network.
The “City” network – including all “remote” sites is serviced in terms of business applications, e-mail services, etc. from the central City Hall data center. Likewise the Public Safety network applications are hosted in the separate EOC and
Police data centers.
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Internet connectivity is provided by a 30 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.

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 Embarq 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 new 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 was planned for completion in FY 2010 to 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 backbone is the
NEC PBX. 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 been upgraded to
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VoIP. NEC Key systems are in use at 3 small locations and the Fire
Stations have Embarq B1 service. Although our current standard is the
Cisco based VoIP, there are no plans to convert City Hall or any of the other non-VOIP sites at present.

Video Communications: The City maintains a Polycom video conferencing system. 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.

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 E-
Government 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 required to be securely accessed by web users to support various E-
Government services such as utility bill payment, license renewal, archive searching for example.
VIII.ii Platform Architecture

Application and Database Servers:
The City’s Financial and Community
Services enterprise application transitioned to the Microsoft platform from
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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 as the standard O/S.
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.

Desktop virtualization: Desktop virtualization will be deployed in FY
2010 in a phased rollout, providing flexibility for remote computing and to extend existing desktop life. This is being targeted to specific groups and usage to maximize a Return-On-Investment (ROI) while increasing productivity.
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. These deployments are currently spread across both
Microsoft and i-Series platforms. As covered in section VII.iii above, the City will be fully migrating over time to the Microsoft environment.
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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.
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 to City employees to e-mail from home or when traveling. The Blackberry
Enterprise server (BES) is used to synchronize Outlook information for those employees issued with Blackberry devices.
Encrypted e-mail as an option will be deployed in FY 2010. This is to provide additional security for the transmission of any HIPAA related traffic. The vast majority of electronic messaging for Florida government agencies are subject to public record requests and encryption is not required.
Web Development Architecture:

Web Application Framework: The Ci ty’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 was upgraded from rev
4.08 to rev 4.09 in FY 2009 and was upgraded to rev 5.2 in FY 2010.
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 must of necessity 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.
VIII.vi City of Cape Coral Information Technology Standards
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The City’s Information Standards are available at the following address: http://www.capecoral.net/Government/ITS/Standards/tabid/1294/language/en-
US/Default.aspx
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 8 th place in 2008.
The City received the “Transformation Award” from the SW Florida Regional
Technology Partnership in May 2009.
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