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Bureau of Technology Services -- Intro

Source: PDF pp. 461-466 ↗ · raw: 461 · 462 · 463 · 464 · 465 · 466

City of Portland Fiscal Year 2026-27 Proposed Budget City Operations > Bureau of Technology Services Bureau of Technology Services Budget Revenues by Major Object 2023-24 Actuals 2024-25 Actuals 2025-26 Revised Budget 2026-27 Proposed External Revenues Charges for Services $116,162 $52,089 $293,747 $295,890 Intergovernmental $4,092,601 $4,291,368 $4,402,885 $3,833,812 Miscellaneous $1,462,043 $2,022,064 $1,147,311 $1,177,054 Internal Revenues Beginning Fund Balance $34,689,764 $38,315,747 $44,904,158 $43,754,266 Interagency Revenue $93,694,349 $98,901,916 $105,103,535 $103,423,106 Grand Total $134,054,920 $143,583,184 $155,851,636 $152,484,128 Expenses Expenses by Major Object 2023-24 Actuals 2024-25 Actuals 2025-26 Revised Budget 2026-27 Proposed Bureau Expense $89,910,131 $93,213,704 $103,845,226 $102,689,424 Personnel $49,751,331 $54,352,779 $60,796,242 $61,081,103 External Materials and $32,633,678 $31,882,777 $36,226,241 $35,378,495 Services Internal Materials and $6,871,830 $6,954,792 $6,749,668 $6,133,782 Services Capital Outlay $653,293 $23,356 $73,075 $96,044 Fund Expense $5,880,331 $5,504,192 $52,006,410 $49,794,704 Debt Service $1,032,612 $1,073,941 $1,116,900 $1,161,486 Contingency $0 $0 $44,962,984 $43,283,926 Fund Transfers - $4,847,719 $4,430,251 $5,926,526 $5,349,292 Expense Unappropriated $38,315,747 $45,090,650 $0 $0 Ending Fund Balance $38,315,747 $45,090,650 $0 $0 461

City of Portland Fiscal Year 2026-27 Proposed Budget 2023-24 Actuals 2024-25 Actuals 2025-26 Revised Budget 2026-27 Proposed Grand Total $134,106,209 $143,808,546 $155,851,636 $152,484,128 Expenses by Program Offer 2023-24 Actuals 2024-25 Actuals 2025-26 Revised Budget 2026-27 Proposed Bureau Support Services $59,731 $0 $0 $0 Business Engagement & $2,805,161 $2,998,292 $2,669,224 $2,674,005 Technology Strategy Business Solutions $11,579,313 $11,926,335 $16,951,919 $16,952,903 Communications $13,651,835 $14,058,172 $34,327,557 $38,061,014 Copy Services $166,232 $0 $0 $0 Corporate Applications $113,434 $352,910 $0 $0 Distribution $1,301,086 $0 $0 $0 Duplicating $2,188,468 $20,393 $0 $0 Enterprise Business $8,925,296 $9,349,129 $10,755,055 $14,185,235 Solution Information Security $2,512,041 $2,602,907 $4,213,809 $3,616,463 Office of the CTO $50,696,934 $57,634,543 $22,874,618 $17,523,406 Police Infrastructure $573 $2,603 $0 $0 Support Printing & Distribution $4,157,917 $7,603,850 $8,293,607 $8,250,780 Production Services $9,012,180 $9,606,316 $8,734,754 $9,460,570 Project Delivery: $235 $0 $0 $0 Engineering Project Management $1,811,634 $2,381,710 $2,714,906 $3,715,823 Public Safety Technology $7,656,572 $8,072,456 $11,780,004 $11,372,144 Stores & Order Fullfillment ($28,479) ($309,952) $0 $0 Support Center $17,496,044 $17,508,881 $32,536,183 $26,671,785 Grand Total $134,106,209 $143,808,546 $155,851,636 $152,484,128 Positions - FY 2026-27 Proposed Budget FTE Administrative Specialist II - CPPW 1.0 Administrative Specialist III - CPPW 1.0 Analyst III - CPPW 2.0 Analyst IV 1.0 Applications Analyst II-Generalist 2.0 Applications Analyst III-Generalist 11.0 Applications Analyst IV-Generalist 15.0 Applications Analyst IV-GIS,Enterprise 1.0 462

City of Portland Fiscal Year 2026-27 Proposed Budget FTE Business Systems Analyst II 2.0 Business Systems Analyst III 16.0 Communications Engineer II 2.0 Communications System Administrator 1.0 Coordinator I (E) - CPPW 1.0 Coordinator II - CPPW 1.0 Director II 1.0 Distribution Technician 3.0 Distribution Technician, Lead 1.0 Electronics Technician II: Commun 9.0 Electronics Technician III: Commun 4.0 GIS Technician II 1.0 Inf Syst Analyst, Principal-Gen 43.0 Inf Syst Analyst, Principal-GIS Enterprs 6.0 Inf Syst Analyst, Principal-GIS,Vertical 3.0 Inf Syst Analyst, Principal-Proj Mgmt 9.0 Inf Syst Tech Analyst I-Generalist 4.0 Inf Syst Tech Analyst II-Generalist 8.0 Inf Syst Tech Analyst III-Generalist 12.0 Inf Syst Tech Analyst IV-Generalist 13.0 Inf Syst Tech Analyst IV-Telecomm 1.0 Inf Syst Tech Analyst V-Generalist 20.0 Inf Syst Tech Analyst V-Telecomm 2.0 Inf Syst Tech Analyst V-Vertical GIS 3.0 Inf Syst Tech Analyst VI-Generalist 20.0 Information Security Architect 3.0 Information Security Manager 1.0 Information Systems Manager I 14.0 Information Systems Manager II 5.0 Information Systems Manager III 6.0 Information Systems Supervisor 5.0 Printing & Distrib Custmr Svc Rep, Lead 1.0 Printing & Distrib Customer Svc Rep 2.0 Reprographic Operator I 1.0 Reprographic Operator II 1.0 Reprographic Operator III 2.0 Storekeeper/Acquisition Specialist II 1.0 Storekeeper/Acquisition Specialist III 2.0 Supervisor II 1.0 Technology Business Representative-CPPW 6.0 Technology Capital Project Manager 2.0 463

City of Portland Fiscal Year 2026-27 Proposed Budget FTE Grand Total 273.0 Performance Performance Metrics - Fiscal Year FY 2022 - FY 2023 - FY 2024 - Program Offer Measure Polarity 23 24 25 Bureau-wide, Production WEBSITE AND ONLINE MAPS UPTIME Higher Is 99.99% 99.97% 99.97% Services PERCENTAGE: Percentage of Portland.gov and Better Portlandmaps.com uptime Business Solutions Business Solutions-Portland.gov uptime Higher Is 99.96% 99.97% 99.95% percentage Better Business Solutions Business Solutions-PortlandMaps.com uptime Higher Is 99.95% 99.95% 99.98% percentage Better Business Solutions Business Solutions-Number of BTS Portal tickets No Polarity NA NA 1,643 triaged to the Digital Services team Communications Communications-Percentage Internet availability Higher Is 99.96% 99.98% 99.99% Better Communications Communications-Percentage availability of Higher Is 99.99% 99.99% 99.99% network excluding scheduled maintenance Better Enterprise Business EBS-Average number of days a SAP Service Desk Lower Is 5.20 4.75 4.79 Solution customer ticket is open Better Enterprise Business EBS - Percentage of SAP availability excluding Higher Is NA NA 100.0% Solution scheduled maintenance Better Information Security Information Security-Percentage of computers No Polarity 99% 100% 100% (workstations and servers) able to accept security patching Oce of the CTO CTO's Oce-Ratio of customer FTE directly Higher Is 105 106 74 served by BTS Admin Team FTE Better Printing & Distribution P&D-Percentage of Service Requests shipped on Higher Is 99.00% 99.00% 99.00% time Better Printing & Distribution P&D-Service Requests per FTE No Polarity 1,700 1,732 1,683 Printing & Distribution P&D-Pieces of US mail processed per distribution Higher Is 1,200,000.0 958,436.0 958,608.0 employee Better Printing & Distribution P&D-Percentage of black and white impressions Higher Is 72.00% 72.00% 74.00% of total program volume Better Printing & Distribution P&D-Basic Copy Center rate per sheet No Polarity $0.0650 $0.0371 $0.0350 Production Services, MISSION CRITICAL TECHNOLOGY SYSTEM Higher Is 99.96% 99.96% 99.96% Bureau-wide AVAILABILITY: Availability of City’s major Better technology infrastructure uptime Project Management PMO-Percentage of customers rating project Higher Is 100% 89% 90% management service provided as excellent Better Public Safety Technology PST-Percentage of time radio system operated Higher Is 99.99% 100.00% 100.00% without failure Better 464

City of Portland Fiscal Year 2026-27 Proposed Budget FY 2022 - FY 2023 - FY 2024 - Program Offer Measure Polarity 23 24 25 Public Safety Technology PST-Mobile Report Entry (MRE) availability Higher Is 100.00% 100.00% 100.00% (excluding scheduled maintenance) Better Support Center Support Center-First Call Resolution: percentage Higher Is 63.50% 80.00% 78.00% of problems resolved by Help Desk without Better escalation to eld staff Support Center Support Center-Percentage of calls answered Higher Is 68% 58% 69% within 20 seconds Better Support Center Support Center-Service Desk satisfaction rating Higher Is 4.70 3.78 3.89 (scale 1 to 4) Better Support Center Support Center-Average number of unique users Higher Is NA 1,825.0 1,700.0 accessing the BTS technology help portal Better (monthly) Support Center Support Center-Percentage of computers Higher Is NA 50% 2% distributed to City staff by direct ship Better Overview Bureau Mission To deliver strategic leadership through effective, innovative, reliable, and secure technology services for our stakeholders. Bureau Overview The Bureau of Technology Services (BTS) is responsible for management, policy setting, strategic planning, and leadership in the use of computer, data, radio, video, and telecommunications technologies to support the delivery of effective government services to the City of Portland and its regional partners. BTS delivers core infrastructure (fiber/network, data centers and servers, communications towers, etc.) and services while assessing and integrating emerging technologies. BTS focuses on modernizing technology services by strengthening security, mobility and accessibility. By working closely and in partnership with the Technology Oversight Committee (TOC), Technology Advisory Committee (TAG), and City’s Executive Leadership Team, -BTS has been able to refine its focus to core enterprise projects supported by stakeholders. BTS's service catalogue also includes responding to service issues through the BTS Service Desk, enabling the City's hybrid work capabilities for all City employees, developing and maintaining the City's website - Portland.gov, overseeing telecom and software support, maintaining information security compliance, and long-range technology planning efforts. Strategic Direction While BTS' s highest priority is running, maintaining, and securing our technology environment, the bureau also focuses on five strategic areas:

  1. Workforce Mobility
  2. Business Intelligence
  3. Technology Modernization 465

City of Portland Fiscal Year 2026-27 Proposed Budget 4. Information Security, and 5. Equitable & Inclusive Technology and Technology Use The Bureau of Technology Services is heavily focused on instituting changes stemming from the Citywide Service Realignment project and progressing on the Executive Leadership Team Citywide Priority Projects. The bureau will be working closely with City partners to ensure that systems and technology are aligned suitably within the City’s new organizational structure. BTS is also guided by a three-year roadmap, which was derived from an external assessment completed in September 2024. A key goal of the roadmap is to mature the bureau’s technology, policy, and service provisions to better align the bureau with industry best practice. Summary of Budget Decisions Technology Services is one of the Core Servies being considered for realignment. 466

Parent: Bureau of Technology Services