Information Services

Overview
Mission
The mission of the City of Dubuque Information Services Department is to provide efficient, effective and functional use of resources to create a resilient and sustainable information technology deployment for the City of Dubuque.  

The City of Dubuque maintains a centralized information processing center for all City departments and divisions. This service is provided by maintaining current information processing techniques to record, compute, store, process and convey information. Among the goals of this activity are to: 
  • Provide direction for current and future technology projects
  • Maintain and enhance the City's network infrastructure
  • Maintain and enhance the City's investment in computers, servers and related peripheral equipment
  • Provide end-user training and support for installed software
  • Provide for adequate safeguards and security of the City's digital information
  • Provide project management for the City's Geographic Information System
Functional Areas
The major functional areas of Information Services are:

Help Desk. Information Services staff provides guidance, troubleshooting and problem resolution to over 600 end-users in the areas of software problem determination, debugging, hardware maintenance, repair and procedural problem solving. In Fiscal Year 2013 support for over 100 different applications was provided with over 18,695 hours by staff expended in this activity. In addition, off-hours computer assistance is available on weekends and holidays. Calls and requests for assistance from citizens participating in Smarter Sustainable Dubuque projects are addressed by Information Services personnel. 

Systems Planning and Implementation. Information Services staff provide assistance in the specification, recommendation, purchase, installation and configuration of new and replacement systems and hardware. In the past year 122 personal computers, and 7 hosts/physical servers and 7 virtual servers have been replaced. Those replaced were at least four years old as part of the budgeted replacement cycle. Staff provides implementation assistance to new and upgraded software applications such as the DBQIQ water portal, Sungard Public Safety System implementation and Transit ITS projects as well as technology assistance needed for new construction projects such as Water Resource and Recovery Center or a move to new office location such as Greater Dubuque Development Corporation (GDDC).

Network Administration and Planning. Staff continues in the role of steward for all data maintained on the central servers by maintaining a system of regular backups and off-site storage. Staff regularly monitors and responds to network “health” issues. A monthly schedule of network maintenance for troubleshooting and preventative maintenance on all servers and network equipment keeps systems up to date and running optimally. Working in partnership with vendors, Information Services provides monitoring and trouble-shooting for the wireless networks which include mobile computers in the public safety vehicles, remote water meter readings and surveillance cameras.  

Telephony. Information Services specifies, supports and works with departments to better utilize features and functionality of the City’s telephony resources. As we move to an “always and anywhere” connected workforce, communication and access to data resources in the field are key to organization efficiency and effectiveness. Included in this support are 391 Shoretel IP Telephones and 544 extensions, over 60 smartphones, 52 tablets, 30 mobile data access devices and 145 cell phones. Mobile device deployment increased 40% in the organization in the past year.

Staffing
The Information Services Department is staffed by an Information Services Manager, a Senior Network / Systems Administrator, two Lead Applications / Network Analysts, one Information Technology Specialist, and one User Technology Specialist.