How we reorganized, why it matters and our focus on innovation and customer service:
Under Mayor Duffy’s direction, multiple technology units within City government were combined into one, the Department of Information Technology (IT), reporting directly to the Mayor’s Office. To better meet the City’s priorities of improving public safety, economic development, education and customer service, the IT Department rebuilt itself.
The highlight of this change is a new philosophy. The City’s IT Department mission is to drive innovation and implement change with new technologies and to assist its customer departments with analyzing their IT needs as a whole.
A new Relationship Management unit and a focus on long-term benefits has allowed the Department to take a leadership role in working with departments to analyze their overall needs, help them plan for the future and find solutions which can be deployed city-wide.
One example is the City’s new “One Call to City Hall” customer service initiative. The IT Department was instrumental in creating a friendly one-stop-shop experience which allows citizens to call just one phone number to obtain all City services.
The IT Department is also deploying a new Customer Resource Management (CRM) system which will improve the way City departments reach out to area residents and businesses to keep them informed of services and support their needs in the community.
There’s never been a better time to work in IT for the City. City IT employees take formal certification tests to ensure quality service, top level skills and a solid career path for current staff and new hires.
How the Department is structured:
The Department Information Technology (585) 428-7026
The Department of Information Technology directs and manages the development, deployment and ongoing operations of all information technology automation services provided to City departments. These services include strategic business systems planning; project management; systems analysis, development and deployment, computing center and telecom/network management, asset management, as well and compliance and information records services.
The Department is composed of four units under the direction of the Chief Information Officer: Relationship Management (Public Safety, Development, Public Services, Internal Operational Services), Applications Management, Technical Infrastructure Management, and Compliance and Information Services.
Application Management (585) 428-7026
Application Management is responsible for systems analysis, design and programming services to deliver strategic automation initiatives being implemented by the Relationship Management team, as well as to provide ongoing maintenance and support services for all existing business system applications.
Chief Information Officer (585) 428-7026
The Chief Information Officer identifies and prioritizes the delivery of the City's online services and information, document management systems, enterprise architecture and wireless strategies to maximize operating efficiencies and provide highly effective information technology services. The Chief Information Officer supervises all information technology operations and develops and oversees City information technology policies and procedures, the City's website, Geographic Information Systems, records management, telephone and related functions; and provides for the security of City information.
Compliance and Information Services (585) 428-7026
Compliance and Information Services performs both an overall IT environment compliance role as well as the City's record management function. The unit is responsible to define and ensure the entire IT environment meets the compliance requirements of City departments and governmental legal requirements. Linked to this compliance is the responsibility to store, retrieve City records that conform to the disposal schedules of the New York State Education Department and allow the City to respond to public inquires. The unit also manages the internal IT Help Desk environment to ensure all IT service level issues are addressed per service level agreements with City departments.
Records Management (585) 428-7151
Records Management stores and retrieves City records. It conducts record and file inventories, microfilms relevant records, and purges duplicate or redundant records and those that conform to the disposal schedules of the New York State Education Department. It also conducts and publishes historical research about Rochester and responds to public inquiries.
Relationship Management (585) 428-7026
Relationship Management is responsible for defining and managing the development and deployment of strategic automation improvement initiatives within defined Business Areas of the City. The role's focus is on achievement of strategic business goals by enabling operational change, transformation and efficiency through process automation and best practices implementation. Four Business Areas are covered by this organization: Public Safety (Emergency Communications, Police and Fire), Public Services (NSC, Environmental Services, 311 and Recreation & Youth Services), Development (Neighborhood and Business Development) and Internal Operational Services (Budget, Human Resource Management, Law and Finance).
Technical Infrastructure Management (585) 428-7026
Technical Infrastructure Management is responsible for the design, implementation and operational support of data center, network, server and desktop PC environments, including hardware and associated operating software. This team also performs ongoing computer operational functions, such as batch data entry, computer job control log reviews, printing and distribution of reports, forms and other output, as well as administering tape and other libraries for data retention and recovery purposes. The Technical Infrastructure Team is committed to Customer Focus, Continuous Improvement, and Operational Excellence!