HomeMy WebLinkAbout0524.093~,
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October 7, 1 993
The Honerable City Council
Palo Alto, Callfo rnia
Mission Driven Budget to!' Information Rgsources Oep.oment Form,M
Members of the Council:
Report In B<ief
This is an informational report and no CouncM Action is required. The purpose of this report
is to provide the Council with an overview of the proposed format tor the Information
Resources Department's Mission Driven Budget (MOB).
Background
At 8 Council study session in June 1992, Council approv9d the concept 01 a Mission Driven
eudg"t. Each department was directed to develop an MOB budget, which puts emphasis on
servk:es and impact measurements, rather than on the departInent~s organizational structure.
Information Resources Department URD) supports City departments In their use of personal
computer (PC) hardware and software, centralized computer systems and appncations and
the telephone system, in delivering their services in an effective end efficient way; de:vetops
and supports the loca' and wide area networks necessary to connect the organization in the
use of these systems; and administers the Cable Franchise and Americans with DisaCilities
Act (ADA), responding to ADA complaints and implementing programs associated with that
legislation to benefit the public,
Under the current budget structure, 1.l,e Information Resources Department has four
programs ~n additi'Ofl to Administration! Management Information Systems, Telepho.-re
Services, Cable Commuroications and Microcomputer Support Center. IRD's operating
budget is ~1.9 million. which includes $.35 million for Citywide te!ephOl"'3 bills. Permanent
staffing includes t 6 positions.
MOB Process
An staff members were significantly involved in diSCUSSing. developing and revising the MOB
proposal. Once functional areas were se'ected and agreed upon in May, those staff
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members in each functional area met one to two days a week to develop miSSion
statements, goar statements and impact measures. The full staff came together evary other
week from June through August, to share their progress and to develop the overar:
depart~nt mission statement.
The process was vary deliberate. beginning With ~dentifying all the activities the department
performs and services it providas (Attachment C); developing a customer list {Attachment
B}; grouping activities under major activities. then into functional areas; developing a
departmental mission statement; tying the functional area mission statements to the
department mission; and finally developing major activity goals and performance measures.
However, the process does not fully convey the dynamic and iterative interaction that took
place throughout the process.
At first, staff approached the process as though we provided voic6, video and data services,
which made perfect sense to US~ but mat dld not take into account our users. Staff decided
the department really provided technology that would support City staff in doing their jobs
more effectively and efficiently. ihis requires supporting PC software and hardware;
centralized computer systems; and c:entra ti zed application deveJopmem and
telecommunication systems '~cludingterephones. networks and cable. AdministrativelY,lRD
is also responSJble for implementing the Americans With Die:abHities Act (ADA) and assisting
citizens with complaints or special needs related to that program. Wrth inptJt from
departments and reviewed by the Senior Management Group, staff again scrutinized its MOB
proposal, adi,ustea misslon statements and settled on five functio~al areas .
n fFu • naJAt . Maior Actiyitie8 and Impact Measures
The fiv-e runctionalareas proposed are: ADA Administration, Centralized Application Support,
Cantraj'jzed Computer Support, PC Support and Telecommunications Suppon. Mission
statements, goals, major activities and impact measures for each area are included in
Attachment A. It should be noted that several basic parameters were used in the
development of the p,oposed format. These parameters include the premise that exisung
staffing levels would be maintained, although this provides only minimal suppott to City
departments in eac h functiona I a rea; th at staff works aero ss functional areas to support each
other in the performance of these activities, to provide the best service possible; and that
eaen activity would be approached from a customer service point of view rather than from
a technological ons.
IRD has attempted to present functionaf areas; and major activities that will be meaningful
for the Coundl, public and departments that use computers, telephones and cable TV. The
major activFties contained within each functionar area reflect the natural grouping from the
department's original activities listings.
Developing impact measures presented a challenge, as staff is accustomed to providing
workload measures rather than performance or impact measures. Staff felt, that in order to
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sat iml'act measures, we would need to first understand the relationship between resource
inputs (dollars. hours worked. and capital) and output !work load measures). After studying
resource inputs and outputs, staff tried to include effectiveness (doing the right t"ln9) and
efficiency (doing ttlings right) measures in the impact statements. 't was a!sc important to
access how the proposed ~mpact measures would be monitored. Setting up what programs
to measure is a judgment call and requires staff to be practical in deciding which programs
to measure: 100 few, and accountability decr9ases; too many, and the tracking/reporting
becomes impractical and overwhelming. Thfs area still needs work and will evolve as our
sklns improve in using the MOB process.
Conclusion
Information Resources involved an the departmental staff in evaluating services from a
mission driven budgeting perspective. Staff believes that tile major activities and impact
measures more accurately reflect tho servi~es provTded by the department than the current
budget system, and allows staff. Council and the public to obtain useful information and
better understan d th e qlJ8lity of ttlose se rvices.
Respeetfullv submitted,
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Director, Information Resource.
Attachments: A. IRO's MOB Functionaf A4"ea:S r Major Activities and Impact Measures
B. iRD'. Custo,"","
C. IRD'. Activities
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Altachment A
InConnatioD Resources
MDB Functional Area.'Ij;, Major Adivh:ies an'll Impact Measures
Mi!S.,jon Swemegt: To Serfe as the tr.chnology tum o/the City providing n£tWorUd ((JItJputtr systems,
a>mpuun and kIeplwM urvices I<J support City departmenls; and prorilling <4bk tekvisit;lI and ADA
tulministnDil>1l foT 1M benejil of fhe communiJy.
1. Centralized Applic:ation Support
-MilJkro: To develop and maintain mission critical computer applicatioDs and strategic data bases
to support City departme,ltS.
Major Activities:
A. New Application Development
Goal: To develop DeW applkations using advanced technol~ to me« the requirements of user
departments.
Impact Measure:
I. Develop. new Utility Billing System over three years to be completed in 1996 to
integrate an utility functioos.
2. Develop application speciflQltiODS with user departments to their satisfactioo
___ % of the time.
3. Using Compuler Aided Systems Engineering (CASE) tools, shorten development
time by ___ 'Iii.
4. Use UNIX opemting system and reJ;uional data base arcbitec1Ure to reduce
development cost? by ___ %.
B. Third·party ApJJlicarions SUJljlOrt
Gcal: To integrate acquired applications seamless!y into City's total information solutioo.
Impact~re:
I. SeIocI and implemeut PayrolllHuman Reroun:es System to be oompleted in 1995 to
provide integnted, oD-line processing using open system technology and relational
data base arcbitecture.
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2. Develop applicatiOD specificalli>ns with user departments 10 their satisfaction
_____ % of the time.
3. MeeI project schedule milestones ___ % of the time.
4. Build iDlerl'ace hetv.'een th~ aCQuired application and City's ruategic data bases
without errors % of the time.
C. Adminisr Strategic Data Ba 5<'$
Goal: To efficiently administer the City', stnltegic data bases in a computer network
environment to provide timely access to users.
Impact Measure:
I. Process requests for da!aba5<l setup andlor cbanges within bUll" allowing
users access to data directory and data dictionary % of the time.
2. Develop data integrity and secur'.ty cbecks into all application, without reduction in
application perfonnance ___ % of the time.
D. Maigtain mmng Appljcations
Goal: To eosure the proper functionality of current applications to meet the changing needs of
the users.
Impact Measure:
I. Implement Council mandates for utility rate changes on-time ___ % of the time.
2. CamplCle depanmentaI requests for changes to Fire, Parking Assessment, Optical
Imaging, Utility Billing, Building Inspection Permits, and payroll witbi.n agreed
upon time schedules % of the time.
3. At least ____ % of the use ... are satisflOd with application problem resolution and
application changes.
E. Tec!mjcal SUlWrt
Goal: To introduce new technology to users and assist them in using the technology for eMY
access to infonnation.
Impact Measure:
I. Implement clientlserver and graphic 1lSeT interface (GUl) technology to improve
access for % of data base users.
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2. Develop and implt!ment on-line user tools 5Uc.h as a report writer, 10 aJlow
___ % of t:lata base users to extract ad download infonnation to their own PC.
3. DeveJop minimal documentation and oD-line help for major applications only.
2. Centralized CGmputer Support
Mi11:i!:m: To maintain and support centralized computer operations for City departments.
~r Activitje.c;
A. Qpmting S)!stew' Supoon
Goal: To ma.nage~ support and upgrade systems hardware and software [0 increase compw.er
availability.
Impact Measure:
I. Enscre central C<lmputer:< and peripherals are available to users ___ % of the
time.
2. MainWn response time aJ acceptable levels between 8 am and 5 pm during
workdays % of .he time.
3. Minimize planned system shutdown '0 two occurrences per month.
4. Recover from system failure wi.hin two boors between 7 am and 6 pm during
workdays, and within eight boors between 6 pm and 7 am during weekends and
bolidays, % of the time.
s. At least ___ % of ..... are satisfied with operating system performance.
B. Network SyPOO"
Goal: To support and maintltin ccnnectivity among users and system resources.
Impact Measure:
I. Ensure network·shared devices are available ___ % of the time.
2. Minimize planJled network downtime to ooe occurrence per month during office
boors of 8 aID to 5 pm.
3. Trouble shoot complaints within ntinule.s and cnrrect valid problem, within
___ ,boors __ . % of the time.
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C. Production CQ!!l!ll!
Goal, To process jobs ond distribute reports in a timely fashion to all user departments.
Impact Mea.o;ure:
1. MiniIllin! produaioD operator error> to less than %.
2. Complete all scheduled daily jQbs OIl time ____ % of the time.
3. Distnoote printed output within ___ minutes ____ \Ii of the time.
4. Produce approximately 2500 Utility invoices daily on schedule with less than
___ % operal<>r errors ___ . % of the time.
5. Produce approximately 2000 pay cbecks and other payroll reports every pay-period
on schedule with zero errors II, of the time.
B. Security AdministraJion
Goal: To safeguard access to d:i.ta hoses and centmliz.ed computer Iwdware.
Impact Measure:
I. Monitor sySlem. a= through on-line software and/or physical obseJvation to
ensure there is 00 unauthorized ac.ce..q.
2. Enable easy and simple a= to computer system with. minimum of two or three
passwords.
3. Process approved computer sign-onlsign-off request forms within three boors
___ % of the time.
3. PC Support
Mil.rio!!: To provide com)l'lter te<:bnical services which enable users to effectively use pet'SOIl3J
computers in their wOrkplace.
Major Actiyjties:
A. Software Training
Goal: To help users rnal.:e effective use of their computer 1'03OUTt:eS by providing in bouse
classroom training and one-cn-one training and support.
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Impact Measure:
1. Provide PC, mainfl'3me or specialized das.s:oorn training classe8 at ____ % of
the cost of outside tJa.ining.
2. Use video-based and computer bas<x! training for self-training to reduce class wail
lists to no more than students.
3. Acknowledge calls for software support wilbin hours and resolve %
of calls for suppon wit.1tin hours. ---' ---
4. Assure ____ % of students W! satisfied 'iIw'lth training provided.
B. User S,.ppon
Goal: In a timely fashion, respond to user requests for PC problem resolution, upgmdes,
repairs, installation, network connectivity between PC and centralized wmputen using
a belp desk approacb.
Impact Meastlre:
1. Acknowledge calls for service ~·mrin boIJrs and resolve % of caD.1j,
for suppon: within bours. ------
2. Repair ___ % of pc, within ___ hours.
3. Resolve ___ % of netwod problems within ___ bours.
4. Provide pc asset reports 10 managers of divisions quarterly.
S. Assure ___ % of use'" requesting suppurt are satisfied with services provided.
C. New Technology Projects
Goal: To improve the productivity of D5ers and maximize the utilization of computer re.sources
IbroIigb implemellialion of DeW computing technologies sucb as Internet, Opticallrnagillg
and CD ROM.
Impact Measure:
I. Set up City as a node on the Internet for less than $ to provide connectivity
to universities, other government ag~cies and businesses, keeping costs to a
minimum by using existing equipmem and network as much as possible.
2. Implemenl requests for new software or hardware products thai have potential 10
benefit user departmenl and fit in ",ilb City', system within ___ months of
project approval.
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3. Implement ___ 'II, of approved new projects without contracting with ootside
vendors or experts to reduce cost of new projecb.
4. TeIe<ommunications Support
~: To plan and manage the City's telephone and compoter networi< services: and administer
the ~lJle television franchlse and government ;t(..ces.s channels.
Major Actiyilll:s:
A. Users Suppgrt
Goal: To accommodate department requests for relocating. adding or changing te1ec.om
equipment or setv"'" and to ensure that all te1ecom equipment is operating properly,
I. Complete departmental request, .. ithin ___ worlcing days, ___ % of!be time,
2. At 1east ___ % of internal users are satisfied with services providod.
3. Respond to all problem calls within ___ bours ___ % of !be time,
4. Reduce repair time by __ " through !be use of boner skilled tecbnicians and
entering into vendor maintenance oontracts.
B.~
Gcal: To support 3Ild maintain C<lnnectivity between users and telephone, computer and cable
networks.
Impact Measure:
1. Comple:e requests for C'.onnections w ithin, ___ working days, ___ % of the
time using contract services.
2. Trouble shoot complaints within hours and C<lrrect valid problems
within boors % of the time,
3. Implement WAN nodes "here feasible 10 reduce ka50 line cost % or
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Gcal: To maintain a sholt and loog-range lelecom plan acIdre>'ing user needs and equipment
"'Placement.
Impact MeaSIlre:
1, Review and update lelecom plan annual.!y including soliciting users requirements.
2. Develop. live year ,"!uipment repLacement plan by ___ .' 1994 to improve
downtime due to failed equ ipmf':r.f
3. Upgr.ide PBX System by October 1993 to allow for ___ % growth and to
reduce outside lines by ___ % or $ ____ .
4. Insta1l voice mail system and activate ___ voice mail bo~esin1994.in
1995, and in 1996.
D. Cable TV MmirrlstmtiQn
Goal; To oversee the cable Franchise and to coordinate complaint resolution and governnlent
access cablecasting for benefit of the cable subscn'bers.
Impact Measure:
I. Maintain 100% oomp!lacce with the Cable Fl1lflCbise and the Cable TV CODsumer
Protection Act of 1992 to reduce cable rates as appropriate.
2. Resolve ___ % of cable oompLaints within 24 worlring boors.
3. Ensure City meetings are cablecast witboul trolllSDJis:;ioo difficulties ___ % of
the time.
5. ADA Administration
MiHl!!!!: To ovenee implemeotatioo of the Americans with Disabilities k"t of 1992 (ADA), and
resolve ADA issues.
MajQr Activities:
A. Implementation of Transition Plan AOO~1f-EyalU3ljon.
Goal: To impJemem and tnlck required work and to provide assistance to staff on ADA issues.
Impact Measure:
I. Produce qumerly information report OD status of ADA work.
2. R.."SpODd to staff request for informatioD wilbin __ ., wOrking days ___ 'II>
of the time.
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B. eompla int Raolntion
Goal: ." resolve valid ADA issues to the benefrt of the individual .. i'n • disability.
Impact Measure;
i. Respond to all ADA caIls within ___ .hou" ___ % of the time.
2. Resorv~ valid ADA issues within ___ working day. ___ " of the time.
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Anachment B
INFORMATION RESOURCE DEPARTMENT
·CUSTOMERS·
• CcuncilmemlNlrs
• Council Appointed Officers
• Departmental Use of:
Compute,
Telephones
Cable
• Viewing Public for Cable
• Disabled Citizens
• Vendors
• OWer GovertlJt1ent Agencies
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Allichment C
Information Re'roUrces Department Activities
FUNCTIONAL AREA: CK"'TRALlZED APPUCATION SUPPORT
Major Activity: New Application Deve!09IDent
Sub-Activities: • Perform cost·benefit analysis.
• Work with user departments to "roduce application requirement defmitiollS
(ARD).
• Perform project management function.
• Improve application development efficiency by using latest CASE tools.
• Coo. and implement application.
• Enter data and parameter..
• Perform Quality AMurnnce (QA) testing.
Sub-Acth;ties: • Work with end use:s to produce specif'ICatioD>.
• Prepare RJ:quesl for Proposal.
• Evaluate.lmake purchase decisions.
• Ensure smooth implementation through planning.
• Loud data and parameten.
• Build in'erface between applications and strategic data bases.
• Perform ac<:eptaIIa> testing.
Maior Activity: Ac;lminister 5trateVc Data RaW,
Sub-Activities: • Manage c""trallzed data directory, data dictionary, and data reposi!orj.
• Direct database traffIC among networked compurers and PCs.
• Ensure data integrity during data entry/update .
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• Enforce data level secu rity.
• Set up access for authorized usen.
• Tune databases for better perfonnance.
• Implement disaster prep.ltOdne" and failure n:<Overy procedu=.
• Update databa'ie:§, with information from outside agencies.
MlU.2t.~: Maintain Existing AppliCitions
Sub-Activities: • Implement Council mandates as required.
• Process departmen<.a.J request for chang ...
• Provide fixes, changes and wad: around when problems are encouotered.
• Update existing application to perfonn more effICiently before
replacement
• Fine tune applications coding to make it run faster.
• Cbaoge program Iogic as required when re-engineering business processes.
• Change te<:bnology platform to increase efficiency and cuI cost as
oconomicalJy f=ble to do so.
Major Activity: Teclmica1 S~
Sub-Activities: • Give user hands-on support.
c Write operation instru .. --tions and oil-line belp.
• Download/upload data in centralized databases from oetwori«d computers
to user's PC.
• Create complex reports, queries and mailing labels.
• Automate application executioo.
• Provide doctlmentation and training.
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FUNCTIONAl. AREA: CENTRAUZED (''OMPUTER SUPPORT
Major Acti.YiO:: ~ratin? Systems Support
Sub-Acthities: • Monitory system performance and pro-actively apply solutions as Deeded.
• Monitor peripberals perfOrtnallce.
• Sclve compuler software and haIdware problems.
• Update operating system software and process patches from vendor.
~ Perform re-start procedures after a system crash.
• Maintain system failure logs and computer recoids,
• Insta.U c.ompuler systems and peripberals.
• Maintain records of peripherals and computer devKes.
• Coordinate with vendors the maintet.ance of computer hardware.
• PIorform tight troublesboolingimainteDaoce of C<)wp"ter peripherals.
Major Actiyity: Network: Support
Sut.-Activities: • Monitor network =00= and pro-actively apply solutions as needed.
• Troublesboot network problems.
• Install and maintain network: hardware.
e Configure and mainWn shared network resources.
• In..<tall latest nelWor'l: opetating system software and patches.
Major Acth-it)': Production CootroJ
Sut>-Activities: • Process daily comp"ter production jobs.
• Print/decollatelbum! distnbute printed reports and specia! forms for
various departments.
• Maintain records of production jobs.
• Order and maintain inven:ory of computer, printer and miscellaneous
suppties.
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• Coordinare with use, 1epaItmenl, and d.lVelopment staff regarding
camp'lter output problems.
Major Activity: Security Administration
Sub-Activities: • Backup computer syst~m data.
• Manage and maintain user application menu s.
• Maintain dat.abase of aulbori7..ed users.
• Monilor computer ]og-on.
• Respond to user requests and questions.
• Maintai'1 accountluserfmodem/s)'stem passwords.
• Mcnitor and maintain database capacities.
• Monitor 2I1d maintain electronic mail.
FUNCTIONAJ, AREA: PC SUl'PORT
Sub-Activities; • Conduct classroom training on PC applications, (eg WP, LoIus 123). and
conduct classroom uainlng on Centralized Computer application" (eg
HP!:le<k, Info Access). nm includes cla.",room administration:
Scheduling classes; maintaining EOC classroom; getting feedbo.ck from
students; and ordering uainlng supplie.<.
• Develop and test new course ma1eria1s.
• Prepare semi-annual clas~ and register 300 + students every six mODths.
• Provide ooe--oD-(me support. on application utilization or problem
resolution including answering questions on phone.
• Implement De'" projects, applications, procedures and conduct evaluations.
• Keep knowledge of latest software version and make recommendations to
management on when to update.
• Explore ahernate uainlng methodologies -compute.-based, vidoo-ttainer,
classroom -trainer. etc.
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Sub-Activities: • Resolve user calIs for service, not involving repaL."S, eg configure software
and hardware including adds, changes, deletes, moves; troubleshoot and
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one-on-one. email.
• Assure network connectivity including :.lpgrades, repairs, configuratiomi,
• Repair the fail'" unil by complete replacemenl, partial replacemem, or
mmor fix.
• Update existing PC hardware and software and network •.
• Contract with Serviceware, HP or other vendors for repair of laserjets Of
PCs IRD cannot fix. both hardware and software.
• Performing physical invent.o1)' of PC assets and use inventory dalaba.se to
manage hardware and software data and generale repons.
• MainIa1"l high skill level of PC technology which requires attending fcmnaJ
and infonnall1llining.
Sub-Activities: • Test and implement new, approv'" PC pruje.cts such as Internet, Optica!
Imaging, and CD-ROM.
• Test proposed new PC applications requested by departments.
• Assist departments in evaluation of work group applications, including
traveling 10 user sites to do e .... aluations.
• Keep up with new teclmology throug!! reading journals, atleIlding
.sernina.rs, wortiog with vendon; and (onnal training.
FUNCTIONAL AREA: TELECOMMUNlCATIONS
Mijor Activit): User Support
Su~Activities: • Do move-adds-changes and upgndes oftelcphones and compute:-'Q.1.riag.
• Repair wiring, telephone key systems and telephone sets.
, Answer questions from support staff ilJId other City personnel.
• Provide phone help, on-site beip, and consulting 10 City departmems.
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• Maintain the automated PBX calt-w:ounting directory, daily, and produce
and distnlJute the monthly lel""ho"" usage report to departments.
• Monitorthe monthly PacBcU, ATrr and MCI rel""hone bills for accu=y,
(;ruJ.ii. \:.IUd U iJ.ge :we! aiiL.L.1V1:z.c.::t ca!ls..
• Daily coordination for servir..e wilh PacBcU, MCI, ATrr, T&R, 1K
Communications, l'I"EC and other \rendors.
• Work closely with Public Worts Engincuing and Facilities Managernem
on City projects and pre-field wod< requests.
• Maintain inventory of telephones, modems, circuit cards and spare p&rts.
• Train users about relephone and modem usage.
• Maintain r&D's TecbrJcai Manual and PBX and Astza Compurer sYSl=
and manuals.
Maior ActiYil)l; Netwod< SuWOrt
Sub-Activities: • ZDstaD and maintain modems.
• MaintaiD LAN mapping =<lIds.
• Install !..AN connections to the Dctwork.
• MaintaiD battery backup system for PBX.
• Monitor the sectlrUy of the PBX.
• COOtdinate with h.cBell and oIher vendors in oorrectlng equipmem and
network problems.
• Add wiring and equipmenl to modem polling groops.
• Fill oot trouble tickets and troubleshoot connectivity problems.
Major Actiyity: ~
Sub-Activities: • Assist departments in determining their telecommunications requirements
and ser.'ices.
• Be aware of proposed rate changes in telecommunications and report its
affect on the City.
• Maintain a lelecommunications contingency plan to deal w it}] emergencies.
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Manage 30 pay telephones throughoot the City,
Participate and ""is( in the CiIy's emer:gency operation, plan,
Ensure that telepoone technician is property trained.
As the City's voting member of TeA {Telecommunications Association).
participate 10 ensure that the FCC and CPUC actions are addreSSC<l that
may affect the City,
Review six to eight pUblications monthly to stay on lop of what is going
on in the telecommunications and infonnation sys;ems.
Major Activity: Cable Television Alimjnlstraticn
Sub-Activities: • Respond to cable complaints and resolve complaints with Cable Co-op for
benefit of subscnoors.
• Prepare monthly complaint report for City and Cable Co-op.
• Schedule TV ooverage with MPAC for meetings in Council Chambers and
Council Conference Room.
• En,ure that aU TV equipment in Cable Booth is operational.
• Broadcast special programs that are schedule<! for da}1ime bours.
• Coordinate information for Chanael 16 videaleXl and FAX to Cable Co-op
every Thursday.
• Coordinate the instaIlatioo of Cable TV _ps at City facilities,
• Proofread Channel 16 scroll once a week for accuracy.
• Maintain a bbrary of t:Jpes of aU meeting •.
• Dub video tapes on request,
• Dea1 with venders foe purchase and service of equipmerlt.
• Purobase tapes, programs, equipment and supplies,
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