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Regular City Council Meeting Monday, March 20, 2017 Page 20 Mayor Roe recessed the meeting at approximately 8:09 p.m., and reconvened at approximately 8:16 p.m. e. Update on the Information Technology Department's Strategic Plan Finance Director Chris Miller introduced Ms. Veronica Koes and Mark Mayfield and their respective titles; and noted preparation of a short video about the "why" of information technology (IT) collaboration to make sure the City Council and public understood the implementation of a Strategic Plan (Attachment A) and next action steps for customers and employees with IT support functions. Mr. Miller noted the limitations realized without additional resources, and the IT De- partment's interest in gauging City Council support and acceptance of additional staffing resources that would be a cost -share for all participants in the consortium, but adding to the city's projected budget. Mr. Miller advised that staff would provide more detail, but were seeking City Council guidance prior to pursuing it further. Ms. Koes introduced the video, advising that it had been a capstone project of hers while pursuing a two-year Masters Degree in technology at which time she shared the business model developed by the City of Roseville. Ms. Koes noted that is had become glaringly obvious that Roseville was the only municipality in the country using such a model, making it very unique, and allowing for ways to extend IT support to the city's Fire and Police Departments. Ms. Koes noted that staff was often asked to explain how the business model worked, and this had prompted creation of the video meant to provide a broad overview of what the IT Department did and why they did it. Based on the detail provided in packet materials and the video, Finance Director Miller sought City Council concerns and thoughts about the business model. Mr. Miller advised that in talking with the I -NET Consortium at length and other Ro- seville departments, the user group noted recurring and remaining unmet staffing needs with current staff. As a next step, Mr. Miller stated that the need was to add three new positions at a lower level, basically two help desk positions and one customer support positions. By adding these types of new jobs, Mr. Miller noted that it would provide those entrants into the IT field with opportunities for profes- sional growth, and allow them to advance their skill levels accordingly. Councilmember McGehee opined this appeared to be a simple model with com- munities getting together to solve issues. Ms. Koes advised that, under the current business model, computer support staff responds 24/7 to a high frequency of calls that don't necessarily require a high- level experience person (e.g. rebooting a computer). By establishing a help desk, Ms. Koes advised that if freed up current higher-level staff to work on more ad- vanced or complex issues. Ms. Koes noted that another situation occurring is that cities want more on-site assistance to address questions, now taking time for sys- tems engineers to respond to; but with that help desk and support specialist in