Trust and Confidence Report

Information Technology Profile

A business support service that provides secure, reliable, responsive and cost-effective information technology services for the City of Hamilton. This service includes:

  • Corporate Information and Applications - Provides management and support for internal business, web and spatial applications, and data services.
  • Information Security - Provides information security management to protect the confidentiality, integrity and availability of the City of Hamilton’s information assets.
  • End User Technology Support Services - Provides computer and technical assistance to City staff, manages corporate technology contracts and technology assets.
  • Voice and Data Infrastructure Management - Provides data centre services and manages the City’s voice and data network.

Service Details

Related Subservices

  • Corporate Information and Applications
  • Information Security
  • End User Technology Support Services
  • Voice and Data Infrastructure Management

Type of Service

  • Internal corporate service

Rationale

  • Essential/Mandatory, Legislated requirement – Information technology infrastructure supports the City’s essential services’ operational technology requirements
  • Core Municipal Service – all other service provision

Primary Funding Sources

  • Net Levy

Service Level

  • At standard.  Meets corporate service level needs

Service Level Source

  • Management Directive

 

Performance Measures

2020

How Much Did You Do? (volume)

  • Internet Email Volume: 38,710,731

How Well Did You Do It? (quality)

  • Average Network Uptime: 99.93%
  • Malicious Emails Blocked: 86%

Is Anyone Better Off? (impact)

  • Number of WIFI Users in City Public and Private Locations:
    • Q4:  29,947
    • Q3:  30,175
    • Q2:  21,287
    • Q1:  55,021

How Much Did You Do? (volume)

  • Internet Email Volume: 53,459,671

How Well Did You Do It? (quality)

  • Average Network Uptime: 99.83%
  • Malicious Emails Blocked: 91%

Is Anyone Better Off? (impact)

  • Number of WIFI Users in City Public and Private Locations:
    • Q4:196,308
    • Q3:186,102
    • Q2:122,733
    • Q1: 204,889

How Much Did You Do? (volume)

  • Internet Email Volume: 52,755,173

How Well Did You Do It? (quality)

  • Average Network Uptime: 99.88%
  • Malicious Emails Blocked: 87%

Is Anyone Better Off? (impact)

  • Number of WIFI Users in City Public and Private Locations:
    • Q4: 217,713
    • Q3: 202,235
    • Q2: 188,486
    • Q1: 177,513

How Much Did You Do? (volume)

  • Internet Email Volume: 84,476,664

How Well Did You Do It? (quality)

  • Average Network Uptime: 99.93%
  • Malicious Emails Blocked: 90%

Is Anyone Better Off? (impact)

  • Number of WIFI Users in City Public and Private Locations:
    • Q1: 214,747
    • Q2: 209,940
    • Q3: 166,749
    • Q4: 188,315

How Much Did You Do? (volume)

  • Internet Email Volume: 118,453,178

How Well Did You Do It? (quality)

  • Average Network Uptime:  99.8322%
  • Malicious Emails Blocked: 92.2%

How Much Did You Do? (volume)

  • Internet Email Volume: 55,852,570

How Well Did You Do It? (quality)

  • Average Network Uptime:  99.98%
  • Malicious Emails Blocked: 83.7%