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About the Office of Information Technology

The Office of Information Technology (OIT) is responsible for the development and management of all technology architecture, applications and systems, voice and data networks, and radio communication systems as well as the security of County data and IT assets for all County agencies.

To optimally serve our customers, OIT is organized into the following teams.

Administration

The key objective of OIT Administration is to ensure the technology governance, architecture and resources of the County are based on solid business and technical decisions, with a focus on ensuring the goals and needs of each agency are assessed to determine the most efficient use of taxpayer dollars.

The Administration team:

  • Manages daily operations

  • Prioritizes the work of the agency

  • Ensures funds are allocated correctly and responsibly

  • Ensures the directives and initiatives of the County Executive and Administration are met

Annually the team coordinates a zero-up operating budget to ensure appropriate funds are allocated for personnel, hardware and software maintenance as well as other operational needs. 

OIT Customer Relationship Managers (CRMs) are embedded with one or more assigned agencies in order to understand the agency’s business strategies, objectives and needs. This ensures the IT strategic plan aligns with the strategic plans of the agencies from a technology and business standpoint.

Project Management Office

The OIT Project Management Office (PMO) ensures IT projects align with the organizational strategy and objectives while coordinating strategic and tactical decisions across all projects. The PMO provides support from inception through implementation to ensure County projects are on time, on budget and within the scope set by the agency and OIT management and result in deliverables that meet or exceed the requirements of the project.

Network and Systems Management

The Network and Systems Management team is responsible for designing, planning, implementing and maintaining the County’s systems and data storage and network infrastructure, providing a “private virtual cloud” and connectivity to all Baltimore County Government (BCG) core applications and services for employees and constituents.

The team is responsible for:

  • Enterprise core services

  • Enterprise systems and data

  • Secure local and remote authentication services

  • Server hosting for hundreds of County applications

Currently over 400 County facilities are securely connected to the Baltimore County core network, which is designed to deliver highly available and redundant connectivity. An enterprise WiFi network for BCG, Baltimore County Public Library and the general public is available throughout County facilities.

The team is also responsible for the design and management of the VoIP telephony system, virtual call centers, video telepresence and collaboration platform.

Information Technology Security

The IT Security team monitors, secures and protects County IT systems, data and physical resources for compliance with security requirements such as Criminal Justice Information Services and HIPAA. The team works with all IT groups to better secure facilities, systems, data and networks against intrusions and malware to maintain the best balance of IT security, cost and serviceability. The IT Security team also works with agencies to assign appropriate access to agency-specific applications and data to ensure information is only used for its intended purposes.

The County recognizes that the largest security issue can often be internal staff who do not adhere to security protocols. The Baltimore County Security Awareness Program is delivered monthly and is required for all County workers who access a computer. These consistent reminders keep security at the forefront of the minds of County workers. 

Application Design and Development

The Application Design and Development team provides County agencies with:

  • Software applications necessary to complete their business function

  • Systems analysis to solve business needs and align with appropriate IT solutions

  • Quality assurance to conduct testing and ensure systems work as expected

  • Data analytics to collect and present data in a way that is conducive to quick and intuitive analysis

  • Web and content management services for the County’s web presence

The team develops, maintains and supports the life cycle of over 400 commercial and customized County software applications. It works closely with the business stakeholders and subject matter experts to conduct in-depth analysis of County systems, operations and procedures to define business and system requirements to ensure solutions work as expected.

The team also manages all of Baltimore County’s web presence, making information easily accessible, current and compliant with industry standards and best practices for disability access, style, design and usability. The group analyzes and responds to trends in site traffic and performance to ensure improved overall experience for County agencies, constituents and visitors.

Geographic Information Systems

The County’s Geographic Information System (GIS) is at the core of all Public Safety, Land Management, Permits, Public Works and Environmental processes. The GIS team is responsible for the central management and administration of enterprise spatial data and the associated software and web applications used to access the County’s geographic information system.

The team develops standards and manages enterprise and custom-developed GIS applications for County agencies including Public Safety and Public Works. These products are essential in critical County functions such as 911 dispatching, land record management, County facility management and Public Safety situational awareness.

Database Administration

The Database Administration team manages the County’s data, which is stored in industry-leading relational database management systems (Microsoft SQL and Oracle).

The team is responsible for ensuring all data is highly available, secure from unauthorized access and protected from data loss. In addition, it develops enterprise data standards, data governance policies, data workflows, data modeling and backup and recovery procedures in support of various applications and functions.

Electronic Services

Electronic Services is responsible for the maintenance and repair of mission-critical Public Safety radio communications, as well as the install and maintenance of critical peripherals for first responders and County government employees.

Electronic Services maintains and repairs the 800-megahertz radio system, including both fixed and mobile units, with over 7,500 current subscriber units. This system is used by Police, Fire, Emergency Management Services, the 911 Communications Center and Public Works in order to communicate in high-stress and often life-or-death situations. It is imperative this system is highly available and functioning without fail. This system is used to dispatch assistance, communicate situational awareness and alert first responder distress.

Electronic Services is also responsible for the administrative and technical support of the Baltimore County Tower Review Committee. 

Service Delivery

The County maintains a 24/7 year-round Network Operations Center that is responsible for monitoring IT infrastructure and answering requests for service, incidents and password resets reported by internal County resources. Three tiers of service are available with different skill sets and levels to allow problem escalation and maximize first-call resolution.

The Desktop and Deployment teams provide installation and support services for all County devices across 25 agencies located at over 250 sites. This team is currently replacing end-of-life computers with new hardware running the Microsoft Windows 10 operating system. The goal is to replace all hardware by the end of 2020 with Windows 10. 

The Delivery Engineering team is responsible for building and testing all desktop-level operating system images needed for mass deployment and consistency throughout the enterprise environment for all agencies. The engineers on this team are responsible for packaging and deploying over 400 applications and operating system service packs and security updates to nearly 8,500 customers. 

Computer-Aided Dispatch Support

The Computer-Aided Dispatch (CAD) Support team is primarily responsible, with assistance from other OIT subject matter experts, for the design, plan and implementation of the County’s 911 systems.

The team provides support for the County 911 Center’s phone system, CAD system and all associated systems. The team also manages, maintains, monitors and responds to all service issues within the 911 Center. 

 
Revised October 30, 2018         

 

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