060308 TECHNOLOGY UPDATE
Technologv Update
City Council Liaison Report: June 3, 2008
Submitted by Council Member Ron Villanueva
Topics:
InSITE - Human Resources/Payroll System - CIP 3.280
MDT (Mobile Data Terminal) Replacement - CIP 3-281
Enterprise Interactive Voice RecoQnition (IVR) System
. InSITE - Human Resources/Pavroll System - CIP 3.280 ($10.223.061)
Description
The purpose of this project is to consolidate multiple aging Human Resources and Payroll
systems into one centralized, integrated system, streamline business processes, improve reporting
and data access capabilities, and meet the demands of the City's changing workforce.
Present Status
The first "Proof of Concept" sessions were held the week of May 19, to which I attended for a brief
period. The objective of the sessions was to demonstrate End to End Business Processes to the
primary department process owners and attain final confirmation and acceptance of the process flow
and content. The hiring, benefit enrollment, time entry, and payroll processes were reviewed using a
representative sample of the different types of members that work for the City.
Future Related Activities
. Phase 1
o July: Testing of individual components of the new system will be done in July and all
business requirements will be frozen at that time
o Aug - Sept: System integration and Payroll testing (testing how the system interacts
with other systems that receive data from the new system and payroll processing)
o Oct - Nov: Training
o January 1, 2009: New system launch
. Phase 2
o Jan 2009 - July 2009 Employee training /Iearning management, online candidate
recruitment, and member self service modules implemented
Backaround
The business processes supported by the new system are complex, cross-departmental, and impact
each City member and members of the Consolidated Benefits Office. As part of the implementation,
Human Resource (HR) and Payroll (PR) processes are being refined where appropriate,
documented, and implemented. Approximately 850 business requirements for the new system have
been documented and test cases created. Configuration of the Oracle Commercial Off the Shelf
(COTS) application, code development for City-specific formulas, reports, and interfaces are
underway. Initial training has been provided to approximately 300 members on changes to policies
and procedures, and hands-on system training was provided in 28 different training sessions.
,
.! MDT (Mobile Data Terminal) Replacement CIP 3-281 ($5.000.000)
Description
Replacement of mobile data terminals in all Public Safety vehicles.
Present Status
Four hundred and twenty one MOTs deployed, with five MDT deployments remaining awaiting
delivery of replacement vehicles (3 Fire Department, 2 Police Department). Project complete.
Future Related Activities
. Deployment of Automatic Vehicle Location (AVL)Application in the 9-1-1 Center
o Phase 1 Line of Site Routing in development
o Projected Launch Date - January 2009
. Deployment of the QuickVoice Application on Police MOTs
o Project in chartering phase
. Deployment of In-Vehicle Mapping in all Public Safety Vehicles
o Project Approved in FY09-FY14 CIP
o Project will follow completion of A VL project
. Deployment of Microsoft Desktop Suite on Police MOTs
o Project Approved in FY09-FY14 CIP
Backqround
MOTs are computerized devices that are specialized, ruggedized laptops, manufactured specifically
for use as mobile data terminals and in rugged environments. The MDT is used for messaging and
two-way communication between public safety vehicles to the Virginia Beach 9-1-1 Dispatch System
and interfaces to the Computer Aided Dispatch (CAD) application (Tiburon). The core
communications infrastructure required to support the new MOTs is the City's 800MHz Radio system
running RDLAP and additional high speed capabilities will become available via future phases of the
ORION network. The project procured and implemented new Mobile Data Terminals and the Mobile
Data System (MDS) software from Tiburon, Vehicle Radio Modems (VRMs) from Motorola for the
units that have embedded VRMs, and Mercury 900MHz High Speed data equipment. The project
replaces, one-to-one, the equipment currently installed in Police Department, Fire Department and
Emergency Medical Services vehicles.
By replacing existing MOTs in public safety vehicles, the following objectives are accomplished:
. Bring the City of Virginia Beach Public Safety team up to the current technology standards
available in MDT technology
· Standardize on the MDS software from Tiburon for mobile CAD interface
· Increase the efficiency of the public safety communication process, which in turn Increases
Citizen safety
· Provide access to higher speed connection
· Provide a platform capable of supporting future public safety technology projects
The key stakeholders of this project are the City of Virginia Beach Police Department, Virginia Beach
Fire Department, Emergency Medical Services (EMS), Virginia Beach Emergency Communications
and Citizen Services, various support divisions within Com IT, and City of Virginia Beach citizens.
.... . Enterprise Interactive Voice RecoQnition (IVR) System
($121,000 Public Utilities, $236,000 Enterprise)
Description
Implement new Interactive Voice Response System (IVR). IVR is a phone technology that allows a
computer to detect voice and touch tones from a phone call. The IVR system responds with pre-
recorded or dynamically generated audio to further direct callers on how to proceed.
Present Status
The IVR production environment was established in late March and the applications supporting Public
Utilities were moved into production on March 31, 2008.
Since the Public Utilities system launched on March 31:
· average wait time has dropped 56% (to 1.5 minutes)
· abandoned calls have fallen by nearly 60% (to 8.8%)
In addition to helping Public Utilities serve more customers faster, IVR allows customers to obtain
information and complete transactions without ever speaking to a live agent; therefore, those callers
who do require an agent receive prompter service than ever before
Future Related Activities
· PU/PW Business Call Recording
· PU Virtual Hold
Backqround
The goal of this project is improving service delivery to the City's water, sanitary sewer, and storm
water customers. The IVR solution allows customers to call in and choose self-service options
enabling them to access information regarding their accounts and to request and set up payment
arrangements. It is envisioned that this functionality will reduce the rate of abandoned calls and wait
time in the Public Utilities Customer Call Center, thereby improving the level of service offered to
customers.
Processes supported include:
· Account inquiries/access to account information 24/7 (last payment amount, account balance,
If a payment arrangement exists, etc...)
· Payment Extensions/Arrangements
· Check on Status of reconnection if they have been cut off due to lack of payment.
· Schedule turn on / turn offs are currently routed to CSR for processing
· Option to hear office logistics (payment locations, office hours, etc.)