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INTERNAL SERVICE FUNDS FINANCE & MANAGEMENT SERVICESACCOUNTING UNIT Communication Services10210140 Statement of Purpose To provide timely and reliable communications services (voice & data) to improve operational efficiency and effectiveness of all City agencies and departments Primary responsibilities of this unit are the design, installation, maintenance, and user support of all voice services (phone and voice mail), data connectivity services, and land circuits supporting radio operations and wireless data services. These services are provided to all of the City's operating locations. Additional responsibilities include the effective management and effective generation and distribution of monthly equipment and usage reports for each City department. These reports support City efforts to manage costs and maximize benefits from the City's private telephone system. Accomplishments in FY 2015-2016 *Provided telecommunications services to 46 City Operating Locations with 1780 telephones and 2084 extensions. *Completed 564 requests for "moves, additions and changes" within service level. *Upgraded the Event Alerting equipment for the telephone systems at City Hall, SAPD, Train Station and City Yard. *Provided PBX and cable infrastructure to support the implementation of the CAO interactive voice response (IVR) system. *Provided network and voice infrastructure for the new SAPD Substation and PRCSA Willard Intermediate School. *Coordinated the installation of a T-1 circuit between SAPD and Orange County Emergency Operations Center in support of the new Orange County Emergency Radio Network. * Coordinated the replacement of 136 Wireless Access Points throughout various City sites. *Provided network and data communications infrastructure for the new Parking Meter Office in Ross Annex Parking. *Implemented inside Caller ID on all City telephone instruments. *Replaced slow T-1 wide area network communications circuits with high-speed fiber for over 24 City facilities. *Installed new batteries for the Telco UPS in the Main Telecommunications Room in City Hall. Action Plan FY 2016-2017 *Work with IT staff and Finance in implementing a Municipal Utility Services IVR system. *Continue working with AT&T Engineering to determine the feasibility of relocating the City Fiber Terminal. *Assist Network Services in further implementing the Mobility Solutions Initiative at all City facilities. *Continue to support the City Strategic Plan and the IT Assessment recommendations. *Continue the further deployment of VoIP technology where it makes sense operationally, technically and economically. *Explore the feasibility/need of upgrading the City's voicemail system with a Unified Messaging System. *Assist PWA and PRCSA in planning the communications infrastructure for the Roosevelt Community Center. *Work closely with all City Agencies/Departments in identifying their telecommunications needs in order to more efficiently manage telephone services used throughout the City. *Continue to explore more opportunity to expand cellular wireless technology in support of City business operations. ActualActualAdoptedProjected PERFORMANCE MEASURES FY 13-14FY14-15FY 15-16FY 16-17 Service Level # of phone systems operated and maintained 13141414 # of telephones/faxes/modems supported 2,0502,0402,0962,121 # of voice, data and radio circuits supported 2,1902,1932,2022,182 # of level 1 and level 2 requests for repair 12811810095 Effectiveness % of level 1 repairs completed within 24 hours 99%99%99%99% 3-20