Department All-Hands Meeting

January 24, 2019

• Department Updates (30 min)

• Network Redesign (30 min)

• Agile Project Management (45 min)

• Future Topics (15 min)

• Mail Services – 3 min (Gus)

• Print Shop – 3 min (Gus)

• Network Team Workspace – 3 min (Vinh)

• Metrics• Infrastructure – 5 min (Vinh)• Help Desk – 5 min (Eric)

• Major Projects• Office Upgrade – 3 min (Gus)• Essential Facilities – 3 min (Vinh)

• Strategic Planning – 5 min (Sean)

43TB or 8.6* millions MP3s

*citation needed

Infrastructure

Green inbound trafficBlue outbound traffic

Touching the VOIP

The 90s Internet

City of San Rafael

Libraries

Pickleweed Library

Downtown Library

• 307 tickets were opened in December, down from 331 in Nov

307331

346

241

382

338 329

363377

DECEMBER NOVEMBER OCTOBER SEPTEMBER AUGUST JULY JUNE MAY APRIL

Tickets

Tickets

• 85 tickets related to Network, Internet, speed, bandwidth

• 75 tickets dealing with Hardware, break fix, replace, new

• 69 tickets User accounts: New, Passwords, additional access

• 37 tickets handling the 30 day off Network

• 34 tickets related to the MS Office upgrade

• 28 tickets working with phone related

• 17 Print Shop

• First reply time 80% SLA achieved, 13 tickets breached the SLA

• Next Reply Time 91% SLA achieved, 15 tickets breached the SLA

Robert Bogdanovich 77

Eric Westien 50

Anthony Navarro 40

Shawheen Shoja 31

Getty Ejigou 25

Sergio Silva 25

Justin Demars 24

Ricky Chiu 23

Randy Chu 15

Nate Emery 13

Lauren Fenner 13

Joe Dobrowolski 10

Gus Bush 6

James Powell 6

Roberto Munoz 5

Sean Mooney 2

• The backlog of unresolved tickets was high the first week of December, peaking at 143 tickets on December 5th

• Since then it has trended down, to end the year at 70 tickets

• Currently it is trending close to 90 open tickets

0 10 20 30 40 50 60 70 80

City Attorney

City Clerk

Sanitation

Parking Services

Fire

Information Technology

City Manager

Library

Finance

Community Services

Public Works

Community Development

Police

Tickets

Tickets

0 100 200 300 400 500 600 700 800

City Attorney

City Clerk

Sanitation

Parking Services

Finance

City Manager

Fire

Library

Community Services

Information Technology

Public Works

Community Development

Police

Tickets

Tickets

• Be Proactive

• Be familiar with and refer people to the Self-service guides – Knowledge Base, City websites, Lynda.com, documentation

• If you have an issue, think who else it could affect

• Document the ticket, Take the time to keep your tickets current

• Help the technician that comes after you. Make the ticket an asset

• New tags

• Training opportunity – used for both IT and customer

• Lessthan5daysstarttime – the hiring manager doesn’t give enough time

• Lessthan5daysleavetime – the hiring manager doesn’t give enough time

• 365upgrade

• Vision• Values• Obstacles and Opportunities• Goals• Strategies• Actions

• Open and Transparent• Services designed for people• Scalable and secure infrastructure• Outcomes and Impact Driven

• Finalize Goals and Strategies• Get input and feedback from YOU• Get input and feedback from other Departments• Objectives and Actions

• The Current State• Heavily rely on MIDAS for everything.• What is MIDAS? It’s a private network build on top of ATT ASE fiber network. If there’s a problem with ATT,

there’s a problem with MIDAS, there’s a problem with our network.

• Why MIDAS doesn’t make sense moving forward. Single point of failure. Too many moving parts. Simple change can takes days.

• The Interims (2019)• SNMP enabled network. Multi-core network design. Security and redundancy focused.• MIDAS becomes another Internet Service Provider, another path to the Internet for the City. MIDAS, ATT,

Comcast, 4G, 5G, Microwave.• We are not locked to a specific ISP.• Better visibility on the infrastructure equipment. To achieve this, we need uniform deployment

procedures. Making sure core infrastructure equipment have a voice. SNMP, RADIUS, Syslog, etc. Data indigestions! ELK Stack, Graylog for data digestion.

• Mesh network between the City Hall and Public Safety Center, with 40+Gb/s infrastructure backbone.

• The Next Steps (2020-2022)• Extend mesh to Morphew.• Network redundancies for remote fire stations.

• The Beyond (2022++)• Rafat dark fiber network for San Rafael. This is the key!• 40+Gb/s mesh for Morphew.• SMART fiber.• Extend mesh to neighboring cities. Everyone becomes a mesh node.• Possibilities are endless – Internet as a utility service for residents.

• Tony Fortenberry, Agile Government Leaders

• Open data

• Automation

• Data privacy

• Cybersecurity

• Human-centered design

• Help desk analytics

• Documentation

• Autonomous vehicles

• AI / machine learning

• Content strategy

• Online forms

• User stories

• Journey / process mapping

What else?