Office of
Enterprise
Technology

Business Value Report
Special Edition
Fiscal Years 2014–16

Delivering business outcomes through investments in people and technology.

Greetings,
Since 2013 we have been providing our stakeholders a Business Value Report (BVR). These reports highlight significant OET accomplishments and bring awareness to the business value resulting from our strategic investments in information technology.

This is a special edition of OET’s BVR to highlight the successful fulfillment of OET’s Fiscal Years 2014-2016 Strategic Plan. We are proud of our partners and employees who worked hard to achieve the goals identified in our plan. As a result, we have modernized the County’s technology infrastructure to provide a technology foundation that can support business innovation.

Of course, all of this was made possible through the continued support of the Board of Supervisors, County Management, and County leadership.

I invite you to view our recently published Fiscal Years 2017–2019 Strategic Plan to see the exciting plans for supporting the County in serving our citizens, customers, and employees.

Sincerely,
signature
David L. Stevens
Chief Information Officer

David Stevens

Our path to success

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A dedicated team of professionals

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A relentless pursuit of delivering first-class service

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A keen focus on delivering business value for Maricopa County every day

Creating Business Value

$1,830,183

Reduction in network maintenance costs through network modernization project

$401,079

General Fund Operating savings for FY16

$714,000

Annual savings created through Countywide VMWare Enterprise License Agreement

$2,011,290

Savings for virtual server environment for Treasurer’s Information System replacement

$4,300,000

Savings over five years through implementation of 3PAR enterprise storage solution

$4,003,511

Savings for three year renegotiated Microsoft Enterprise License Agreement

Maricopa County by the numbers

55
County departments
3.9M
County population
4TH
Largest county in the country
13,000+
County employees

OET by the numbers

215
OET employees
$852
Training investment per employee
4.6%
Reduction in General Fund operating budget
87.34%
Reduction in capital projects budget

Reliability by the numbers

99.75%
Public safety radio network uptime
100%
Data center uptime for virtual servers
100%
Uptime for phone and UC (VoIP)
99.7%
Network reliability – up from 92.36% in Fiscal Year 2015

Customer Service Center by the numbers

30,180
Service Desk requests and incidents
1M 21S
Average time to answer
31.2%
First contact resolution through the Service Desk
4M 29S
Average call duration

Fiscal Years 2012–2016 Accomplishments

October 2012 – August 2013

  • Appointment of David L. Stevens as CIO October 17, 2012
  • BYOD Pilot Approved by BOS October 12, 2012
  • New Web Portal Launched for Enhanced Regulatory Outreach Program January 7, 2013
  • Phase II OpenBooks Transparency Portal Launched February 6, 2013
  • NACo Award – Ryan White Contract & Billing Management May 13, 2013
  • BOS Award of New Public Safety Wireless Radio System June 3, 2013
  • BOS Audio/Visual Upgrade June 28, 2013
  • BYOD Adoption Approved by BOS June 28, 2013
  • $972,026 Fiscal Year 2013 Operational Savings June 30, 2013
  • First Annual Business Value Report published for Fiscal Year 2013 July 29, 2013
  • $4.3 million savings Over 5 years 3PAR Enterprise Storage July 30, 2013
  • Implementation of CHS Electronic Health Record August 15, 2013

October 2013 – June 2014

  • Launch of new Cyber Security Portal October 1, 2013
  • Veterans Resource Portal website Go Live November 11, 2013
  • Creation of OET Service Catalog and Cost Model November 22, 2013
  • OET Fiscal Year 2014-2016 Strategic Plan Published December 6, 2013
  • BOS approval of IT Market Study Salary Adjustments January 24, 2014
  • Successful Launch of New Case Management System for Public Defense Services February 28, 2014
  • MCSO HQ Building Completion March 14, 2014
  • Tuition Reimbursement Application Go Live April 18, 2014
  • Grant Management System for Government Relations April 30, 2014
  • Clerk of Superior Court One Number Project May 9, 2014
  • NACo Awards: CHS Electronic Health Record, Cyber Security Portal, GIS Program, Veterans Resource Website, & No Lost Pets June 30, 2014
  • $233,606 Fiscal Year 2014 Operational Savings June 30, 2014

July 2014 – September 2015

  • Second Annual Business Value Report published for Fiscal Year 2014 July 9, 2014
  • Microsoft ELA $4 million Savings August 1, 2014
  • David L. Stevens awarded CIO 100 November 1, 2014
  • First Live Stream of BOS meeting January 7, 2015
  • Foreign Trade Zone Website Launched January 20, 2015
  • GIS Merger Flood Control and MCDOT January 20, 2015
  • Data Center Move to Phoenix IO May 25, 2015
  • VMWare ELA $700,000 Savings June 1, 2015
  • $408,756 Fiscal Year 2015 Operational Savings June 30, 2015
  • Completion of Network Modernization for Main Campuses June 30, 2015
  • NACo Awards: Office of Vital Registrations, Medical Examiner Digital X-Ray, OET Capability Maturity Model, Cyber Security Strategy June 30, 2015
  • Completion of Countywide Desktop Refresh June 30, 2015
  • IGA with Town of Wickenburg for IT Services July 6, 2015
  • Third Annual Business Value Report published for Fiscal Year 2015 July 9, 2015
  • GIS Supported grant for Public Health Service Teen Pregnancy September 1, 2015

October 2015 – July 2016

  • Implementation of Project Portfolio Management Software October 26, 2015
  • GIS Viewer for County Roads MCDOT December 31, 2015
  • Risk Recycling website Request Feature December 31, 2015
  • Clerk of the Board Website Redesign December 31, 2015
  • Completion of Network Refresh for Remote Site Locations (SL100) January 8, 2016
  • CISO Award Nominations – SC Magazine & State Scoop January 30, 2016
  • GIS Desert Peak Award January 30, 2016
  • OET Service Center Go Live February 16, 2016
  • Migration of OnBase EDMS for Justice Courts February 16, 2016
  • BOS Award of New Content Management System April 6, 2016
  • Virtual Desktop Infrastructure Operational April 22, 2016
  • Esri Honors SAG June 21, 2016
  • Completion of BIX Room Remediation June 24, 2016
  • Completion of Department Moves to Phoenix IO June 25, 2016
  • Completion of Bandwidth Upgrades June 30, 2016
  • Completion of VoIP Rollout County wide June 30, 2016
  • NACo Awards: Data Center Colocation, GIS Case Management, Palo Verde Evacuation, Threat Management, Mobile Restaurant Health Ratings, Network Infrastructure Modernization, & Risk Recycling Website June 30, 2016
  • Go Live for ERP System July 6, 2016

Plan
Fulfillment

Plan
Fulfillment

Improved Reliability
People, Service, & Solutions
Cyber Security

improved reliability

technology foundation improvementsImproved Reliability Through Technology Foundation Improvements

OET’s Fiscal Years 2014–2016 Strategic Plan centered on improving the technology foundation for the County, including significant infrastructure modernization and investment in cyber security. Building this technology foundation allows us to better serve all of Maricopa County.

New Public Safety Wireless Radio System

The Board of Supervisors (BOS) approved funding for the Public Safety Wireless Radio System in the amount of $131,351,230 to replace and expand the current system. This system is used by the Maricopa County Sheriff’s Office (MCSO), Adult and Juvenile Probation Departments, Department of Transportation, Animal Care and Control, and Flood Control, among others.

Business Value:

Maricopa County will increase its radio sites by over 300%, creating greater coverage throughout the County, for law enforcement and first responders.

Completion of New Phone and Collaboration Platform

OET initiated a long-term strategy for providing County departments with improved communications that provide greater functionality and reduce overall cost. Functionality such as instant messaging, telephony, video conferencing, collaboration tools, and data sharing can now be integrated with non-real-time communication services such as integrated voicemail, email, and facsimile.

Business Value:

The $29,086,200 investment replaced over 12,000 phones and implemented 200 conference room displays – optimizing business processes while reducing costs.

Data Center Colocation

OET, in partnership with several national leaders in technology, completed the move of several County data centers to an externally hosted, Tier 3 data center.

Business Values:
  • The $12,067,124 investment provides a 100% uptime guarantee for provided services, improves the availability and reliability of the County’s data center resources, and decreases the total cost of ownership
  • $380,000 savings in sales tax through A.R.S. 41-1519
  • Colocation for RDSA, Treasurer’s Office, MCESA, ICJIS, Flood Control, Animal Care and Control, MCDOT, Assessor’s Office, Human Services, and MCAO

Network Modernization

This initiative replaced end-of-life network infrastructure at most County facilities, including improvements to the telecom rooms serving those facilities (e.g., HVAC, electrical). These improvements were essential to creating highly reliable access to the systems and applications the County and citizens rely on, as well as providing necessary bandwidth to support access to new digital government services.

Business Values:
  • The $38,449,489 multi-year investment mitigated the risk of network services downtime affecting County departments, including Public Safety
  • Completion of modernization at remote County sites enabled the retirement of the County’s SL100 phone system (replaced with Voice over Internet Protocol phone system)
  • Ensures systems and applications are highly reliable and available
  • These improvements enable smaller, remote county sites to leverage new digital government solutions

BIX Room Remediation

This project remediated the BIX Room’s risks, including redundant power and cooling systems that prevent unplanned outages to the critical County network infrastructure and telecommunications equipment. Installation of backup UPS power systems keep equipment running during a switch to backup power, to prevent a loss of power and hard shutdowns to equipment. Aesthetic improvements provide a cleaner environment for the effective maintenance of this critical equipment. Security improvements prevent unauthorized access and reduce the threat of accidental damage to equipment.

Business Values:
  • The $4,068,713 investment significantly mitigates risk for the County’s critical telecommunications equipment
  • Removal of devices resulted in 548,380 kWh power savings, which created an annual cost savings of $56,044
  • Reduction in cooling costs of $41,165 annually
  • Removal of excess circuits resulted in additional annual savings of $138,000

Chambers Remodel

OET partnered with the Facilities Management Department to make improvements to the Chambers Building, including exterior enhancements, a formal building entry and reception area, cubicle reconfiguration, plus new carpet, paint, and furniture.

Business Values:
  • A professional work environment to help acquire and retain employees
  • Open floor plan that fosters collaboration among employees, contractors, and partners

Network Bandwidth Upgrades Countywide

This project delivers increased bandwidth to the majority of County sites, ensuring reliability of service and enabling the ability of digital government for those facilities. OET upgraded two Internet circuits from 200MB to 800MB, to accommodate the current utilization of circuits and the added demands of VoIP, electronic filing/on-base, GIS, video conferencing, and Unified Communications.

Business Values:
  • $1,040,000 investment provides diversity that improves reliability of service to each location
  • Increased bandwidth supports delivery of digital government initiatives
  • Completed the turn-down of 139 circuits resulting in annual savings of over $80,000
  • Increased bandwidth by over 439 Mb across 105 circuits countywide

Optical Network Services Ring

OET implemented a network modernization initiative that included the establishment of a carrier-grade Optical Network Services (ONS) ring that connects the County’s major campuses and technology hubs.

Business Values:
  • Redundant and highly reliable connections across the County’s major campuses and hosted data centers
  • Scalable bandwidth up to multiple 100 GBPS connections, providing additional capacity and to improve customer experience
  • County departments can efficiently conduct business including Geographic Information Services, Electronic Document Management, and Unified Communications
Information technology and business are becoming inextricably interwoven. I don’t think anybody can talk meaningfully about one without the talking about the other. Bill Gates

People,
Service,
& Solutions

Information technology and business are becoming inextricably interwoven. I don’t think anybody can talk meaningfully about one without the talking about the other. Bill Gates

People,
Service,
& Solutions

OET is committed to ensuring every dollar invested in information technology provides business value to the County through service improvement, service reliability, and customer satisfaction.

OET Service Center

OET is making strides in significantly improving the service that is provided to all customers by implementing a new Service Management System (Axios Assyst), which supports the adoption of most ITIL processes, including request and incident management.

Business Values:
  • The new system will provide self-service functionality to improve communication around the status of service requests
  • As a hosted solution, OET Service Center can be accessed with any mobile device
  • OET’s new Service Catalog will be supported within the new system for future online ordering of services structured within the new service lines
  • Improved reporting will provide OET and departments a clearer understanding of service, transparency of costs, and improved metrics

Migration of Maricopa County Justice Courts EDMS

In an effort to reduce costs and improve functionality, Maricopa County Justice Courts partnered with OET to migrate from its hosted OnBase solution to an on premise solution hosted within OET’s high availability data center. Doing so provided a stable, scalable EDMS within OET’s high availability data center.

Business Value:

Savings amounting to over $2,000,000.

Live Video Stream for Board of Supervisors Meetings

Board of Supervisors meetings are now available to watch live from anywhere an Internet connection is available. The meetings can also be recorded for later on-demand viewing.

Business Values:
  • Eliminates travel time and costs, and lessens pollution
  • Meetings are more accessible and convenient to all
transparency portal

opengov transparency portalOpenGov Transparency Portal

The County signed an agreement with OpenGov in June 2016 to provide cloud-based visualization and analysis for government financial and operational data. The intuitive design will allow the public and County departments to quickly and easily explore and understand complex financial and operational data resulting in improved transparency.

Business Values:
  • Improved transparency for the public to build trust in County government
  • Increased collaboration and accountability for program effectiveness and improvements

Enterprise Resource Planning (ERP) System

In partnership with the Department of Finance, Office of Management and Budget, and the Office of Procurement Services, the County implemented a County-wide CGI Advantage Government ERP system on July 6, 2016.

Business Values:
  • The first integrated system that streamlines budgeting, financial management, and procurement business functions
  • Replaced the 20 year old financial and budgeting system managed and supported by the County

Enhanced Regulatory Outreach Web Portal

A new web portal was created for Maricopa County’s regulatory information, which allowed for transparency for businesses, other governments and citizens to get informed, and provide input on regulations before being formally adopted.

Business Values:
  • Met legislative mandates from SB1598 and other Open Government and Open Meetings requirements
  • Went live ahead of schedule in January 2013
  • Citizens are able to better monitor and engage with the County

Wickenburg IGAWickenburg IGA for IT Services

The Board of Supervisors (BOS) approved an Intergovernmental Agreement (IGA) with the Town of Wickenburg to provide IT services to augment and support the Town’s IT staff. OET completed a detailed study of the Town’s IT operations at no cost to the County.

This IGA meets the County’s priorities of Government Operations and Regional Collaboration; it also meets OET’s priorities of First-class Service and Smart Investments.

enterprise resource planning

case management systemMedical Examiner Case Management System

OET partnered with the County’s Medical Examiner to develop a business case and requirements for the replacement of its legacy system (implemented in 1999). The legacy system has many limitations and runs on unsupported hardware and software. Development of the business case assisted the Medical Examiner in securing needed funding to replace its system.

Business Value:

The Medical Examiner secured funding for an improved and modern system that will integrate with their digital x-ray system and support electronic document management.

MCDOT GIS Viewer for County Roads

OET developed a Global Information Services (GIS) Viewer for visual and spatial analysis of all County owned roads, allowing the team to view any assets managed by MCDOT on any device. Over time this application will have a citizen-facing interface.

Business Value:

Improved the accuracy of information and improved business decisions.

enterprise resource planning

GIS – Public Health Services Health Promotion and Education

OET is providing GIS support to map data by zip codes and developing an interactive map of data to track teen births within Maricopa County. The project will be funded at $750,000 ($3,750,000 total) every year for five years and will provide targeted technical assistance to nonprofits and school districts.

Desktop Replacement Program for Fiscal Years 2015–2017

OET worked with OMB, Finance, Office of Procurement Services, and other County IT Departments to replace aging desktops countywide, many of which were over five years old, and 50% of which were over eight years old.

Business Value:

The $7,570,601 investment for Fiscal Year 2015 reduced employee downtime and costs related to PC issues – replacing 5,086 desktops and 838 laptops. For Fiscal Year 2016, the $2,052,172 investment replaced 1,276 desktops and 176 laptops. The replacement of 433 laptops, 52 high-end desktops, and 32 standard desktops are planned for Fiscal Year 2017.

content management systemNew County Content Management System (CMS)

The County secured a new CMS to replace the legacy system implemented in 1995. The new CMS is a hosted solution from CivicPlus that will replace the County’s Internet and Intranet, including a consistent look and feel to improve citizen engagement.

Business Value:

The new CMS will provide the public with improved access through ease of navigation and streamlined content from their desktop or mobile device.

Virtual Desktop Infrastructure (VDI)

With the completion of the VDI study in Fiscal Year 2015, the County is moving forward with a Personal Workspace Strategy that includes Virtual Desktops. VDI refers to the process of running a user desktop inside a virtual machine that lives on a server in the data center. It is a centralized computing model that yields many benefits: centralized computer management, user mobility/device independence, data/content security and loss prevention, software consolidation, and extended timeframes for hardware refreshes.

Business Values:
  • The investment will support up to 2,000 users over a four year period, reducing PC and laptop failures that create employee downtime
  • Both near-term and long-term cost reductions
desktop replacement program

Project Portfolio Management (PPM) – Innotas

The $186,408 investment for the PPM tool provides OET with a robust solution to effectively plan and execute projects including project qualification, prioritization, and resource allocation.

Business Values:
  • Consistent, automated, user friendly project reporting
  • Reduced administrative overhead
  • Visibility and transparency into project details on demand
  • A structured environment for the recording, tracking and viewing of project data
  • Project portfolio optimization

Foreign Trade Zone Website Application

At the request of the Assistant County Manager, OET completed the first phase of a new web application to handle requests from local business developers to join County foreign trade zones, which provides benefits to both the local business and the County through tax advantages and job growth.

Business Values:
  • Improved transparency of operations and access to County services
  • Improved economic development

OET Service Catalog and Cost Model

The Service Catalog outlines all of OET’s services within nine service lines, providing all departments with an understanding of each OET service, including an improved cost allocation methodology that promotes transparency for all IT costs.

Business Values:
  • Project Investment: $350,000
  • The Service Catalog provides all County departments with improved transparency for technology services
  • Departments have the information they need to improve decision making and collaboration on future investments

Veterans Resources Web Site

The Maricopa County Veterans Resource Portal provides consolidated information through an outward-facing, mobile friendly website to veterans and their families on programs, services and resources provided by Federal, Arizona State, Maricopa County, other local government agencies and community resources. The site was built for just $15,800, and was unveiled on November 5, 2015 in celebration of Veterans Day.

Business Values:
  • “The website is a great resource.”
    —AZ Department of Veterans Services
  • 2,949 website visits in four months of operation

Cyber
Security

Further investment in securing the County’s technology infrastructure and information.

If everyone is moving forward together, then success takes care of itself. Henry Ford

Improved Cyber Security Posture

A comprehensive Cyber Security Program that has strengthened the County’s resilience to cyber-attacks and mitigated liability and risk. Program elements include:

  • Security Operations – new positions and tools focused on cyber security threat mitigation efforts
  • Cyber Assurance – established program to assess departments’ strategic risk to reduce exposure
  • Security Architecture – the “Defense in Depth” program validates that security controls follow best practices and standards
  • Awareness and Collaboration – including a cyber security portal and targeted awareness campaigns
  • Partnerships – strengthened local and national partnerships with NACo, MS-ISAC, CIS, FBI Infragard, and ACTRA
Business Values:
  • Established a Capability Maturity model based on National Institute of Standards and Technology (NIST)
  • Increased awareness of cyber risks and promoted behavior that reduces risk
  • Reduced likelihood that the County will leak sensitive information
  • Mitigated risk of malware using network activity behavioral analysis
  • Simplified user logon access to resources and enhanced password security for County users
  • Supported the remediation of vulnerabilities such as SQL injection, Cross Site Scripting and other common exploitation
  • Remediated denial of service events by migrating DNS to a tier 1 Denial of Service protection provider
  • Increased the ability to detect advanced persistent threats (APT) by configuring advanced threat analytics
  • The ability to identify the root cause of cyber security events by providing deep packet inspection and network forensics capabilities
  • Reduced the likelihood that threats can bypass the County’s computer authentication procedures
  • Developed an Incident Response Plan

Awards &
Recognition

Awards &
Recognition

OET was pleased to support several Department projects that ultimately received recognition by the National Association of Counties (NACo).

NACo 2014

  • Correctional Health Services (CHS)/OET Electronic Health Record (EHR)
  • Cyber Security Portal
  • Geographical Information Systems (GIS) Program
  • Veterans Resource Portal Website
  • No Lost Pets

NACo 2015

  • Office of Vital Registration and OET Human Remains Release Form Automation
  • Medical Examiner and OET Digital X-Ray
  • OET Capability Maturity Model
  • Cyber Security Strategy

NACo 2016

  • Risk Recycling Website
  • Network Infrastructure Modernization
  • Environmental Health – Mobile Restaurant Ratings Tool
  • Threat Management Program
  • Palo Verde Evacuation
  • GIS Case Management Workflow
  • Data Center Colocation

Computerworld CIO 100 Award

The Computerworld Premier 100 spotlights 100 leaders from both the technology and business sides of companies for their exceptional technology leadership and innovative approaches to business challenges. OET was honored that our own CIO, David L. Stevens, was recognized in 2014 as a recipient of this award, placing Maricopa County in the top tier of information technology leadership amongst organizations including PayPal, Raytheon, GE, Avnet, and Intel Corporation. Mr. Stevens was one of only three state and local government CIOs chosen for this award.

Chief Information Security Officer Nominations: Security Congress (SC) Magazine’s “Best CISO” and StateScoop Golden Government Executive

Security Congress Magazine is a global media outlet designed for Information Security Professionals. Mr. Michael Echols, Chief Information Security Officer (CISO) was only one of three CISOs nominated as the Best CISO for 2016. He was also nominated for the StateScoop Magazine’s Golden Government Executive of the Year for 2016.

2016 Esri Honors SAG (Special Achievement in GIS)

Maricopa County expanded its already strong GIS program within many departments, supporting their business decisions, improving communications and workflows, and engaging citizens. While simultaneously leveraging EEAP to strengthen the County’s internal IT infrastructure and plan for the move to a virtual environment, the County adopted a more comprehensive WebGIS approach, resulting in a new GIS map gallery, completion of plans for an Open Data Portal, and development/publication of numerous web applications for targeted business purposes.

special achievement in GIS