Mission Statement

The mission of the Department of Technology Services (DTS) is to be responsive, collaborative, and innovative in providing technology solutions and services to facilitate the delivery of a wide range of services in all branches of government. The department strives to provide its solutions and services in a cost effective, timely, high quality, and secure manner to reduce service times, avoid cost, reduce information security risk, and improve the quality of County services through automation-assisted process improvement.

• DTS is responsive by providing solutions and services to internal and external partners, customers and constituents, when and where they are needed; and securely enabling County employees to provide quality services and information to internal entities, residents, and businesses.
• DTS is collaborative as it partners with internal customers, external agencies, and the public and private sectors to increase the productivity of County government, businesses, and residents; and, to assist with technology-enabled economic, workforce development, and digital equity initiatives.
• DTS is innovative as it identifies and implements technology solutions to business needs that enhance value and enable continuous measurable improvement.

Budget Overview

The total approved FY20 Operating Budget for the Department of Technology Services is $43,873,164, an increase of $1,701,199 or 4.03 percent from the FY19 Approved Budget of $42,171,965. Personnel Costs comprise 54.78 percent of the budget for 174 full-time position(s) and two part-time position(s), and a total of 167.25 FTEs. Total FTEs may include seasonal or temporary positions and may also reflect workforce charged to or from other departments or funds. Operating Expenses account for the remaining 45.22 percent of the FY20 budget.

In addition, this department's Capital Improvements Program (CIP) requires Current Revenue funding.

County Priority Outcomes

While this program area supports all eight of the County Result Areas, the following is emphasized:

• Effective, Sustainable Government

Department Performance Measures

Performance measures for this department are included below (where applicable), with multi-program measures displayed at the front of this section and program-specific measures shown with the relevant program. The FY19 estimates reflect funding based on the FY19 approved budget. The FY20 and FY21 figures are performance targets based on the FY20 approved budget and funding for comparable service levels in FY21.

Accomplishments

• Awarded the "Large Digital Counties Award" from the Center for Digital Government and NACo; six NACo awards; and six Public Technology Institute awards.
• Responded to 32,000+ IT Help Desk calls and tickets.
• Improved customer experience on County websites by implementing "responsive design" which enables websites to adjust to tablet and cellphone screens.
• Reduced vulnerabilities through aggressive software patching, computer re-imaging, and internet blocking.
• Published the FiberNet Master Plan which identifies the strategic needs of each County agency; planned and in-progress projects; and priority capital investments.
• Conducted the first Interagency Technology Policy and Coordination Committee (ITPCC) Cyber Security Awareness Month.

• Improved information security for all County data stored on OneDrive and SharePoint.

• Implemented a cyber security dashboard to easily share status updates and issues with County departments.
• Improved access to public Wi-Fi by upgrading wireless infrastructure in County facilities.

Innovations and Productivity Improvements

• The Employee Productivity Solutions Team (EPS) developed SharePoint solutions to improve collaboration and workflow automation and trained department "champions" to scale the practice.
  
• Improved customer experiences for Department of Liquor Control (DLC) licensees by improving the iStore interface.
  
• Implemented technology solutions, including scanning and voice picking, to improve speed and accuracy in the DLC warehouse.
  

• Implemented workflow changes in the employee appraisal process to achieve efficiencies and workforce satisfaction.

Program Descriptions

  Enterprise Systems and Operations Division (ESOD)

The Enterprise Systems and Operations Division (ESOD) designs, implements, and maintains a secure and reliable data center and server and cloud infrastructures for County business systems, County staff, contractors, suppliers, and volunteers. The Division manages infrastructure for enterprise-wide business systems including Enterprise Resource Planning (ERP), MC311, and MCTime. ESOD operates...

  Enterprise Telecommunications and Services Division (ETSD)

The Enterprise Telecommunications and Services Division (ETSD) provides reliable, modern, and integrated communications services and solutions for County government departments and agencies including MC311. PBX Telecommunications Services is responsible for the programming, operation, and maintenance of the County's telephone system and related services, e.g., voicemail, call distribution. Radio Communications Services...

  Enterprise Applications and Solutions Division (EASD)

The Enterprise Applications and Solutions Division (EASD) delivers and maintains solutions through web-based applications, data services, and geographic information systems. EASD also provides oversight for the Device Client Management (DCM) program and the County's IT Help Desk. The Web and Mobile Applications Team supports the County's digital government initiatives including...

  Office of the Chief Operating Officer (COO)

The Office of the Chief Operating Officer (COO) provides operational leadership and strategies for the development and delivery of County government's technology solutions planning through the Project Management Office (PMO). The COO oversees the day-to-day operations of the Department's operating divisions in support of all enterprise and departmental systems and...

  Office of the Chief Information Officer (CIO)

The Office of the Chief Information Officer (CIO) manages the Department of Technology Services, provides technology leadership, develops technology and information security plans, provides policy direction, and overseas high value programs, initiatives, and organization units including the Enterprise Information Security Office (EISO), the Public Safety Systems Modernization (PSSM) Program, the...

  Enterprise Resource Planning Division (ERPD)

The Enterprise Resource Planning Division (ERPD) is responsible for providing critical business management support capabilities to County government's core business functions including financial management, human capital management, budgeting, procurement, supply chain management and enterprise change management. ERPD provides this support through its use of the Oracle Corporation's E-Business Suite (EBS)...

  Office of Broadband Programs (OBP)

The Office of Broadband Programs (OBP) is responsible for Countywide broadband governance, planning, implementation, and operations; encouraging broadband related economic development; and enabling digital equity initiatives. This Office leads the County Executive's ultraMontgomery initiative; manages the County's cable television and telecommunications franchise agreements and the Cable Revenue Fund; ensures that...