ISA reports enterprise projects, year-end finances and survey showing high satisfaction but chargeback concerns

ISA and finance leaders told the Information Technology Board on Jan. 28 that enterprise IT projects are progressing while the agency’s year-end finances closed with limited unspent funds and an annual survey showed broad satisfaction but persistent concerns about the chargeback process and communications.

ISA reported a set of active enterprise projects: a Windows 11 upgrade (Isa staff cited that Microsoft’s supported lifecycle ends in October 2025 and pilots are under way), migration from legacy Avaya/Cisco telephony to Webex Calling, storage modernization (hardware delivered; configuration and data migration expected in Q2), an enterprise GIS migration with most services planned to move by March 31, 2025, and ongoing work to maintain Criminal Justice Information Services (CJIS) compliance ahead of audits expected in April.

Colin Hill of ISA summarized capital and network support for projects including the juvenile services center move (networking ready, planned mid-February move-ins), a solid waste garage and an animal-care shelter still under construction in 2025–26, and other facility networking work.

Kai Davis, ISA chief financial officer, presented the year-end 2024 financials. She reported ISA ended the year with less than $20,000 remaining in the fund balance and that staff gave spot bonuses funded by underspends. Davis said internal chargebacks showed 101% collection with a city-side overpayment of about $350,000 that ISA is working to credit with the Office of Finance and Management (OFM). She said external chargebacks showed a 187% figure reflecting catch-up collections and renewed agency engagement, and that ISA will continue outreach to external agencies including township partners.

The ISA enterprise survey produced 631 responses, down about 152 from the prior year. Colin Hill said the survey showed a 97% overall satisfaction rating — a high point in the survey’s history — but included comments that the chargeback process needs overhaul and that ISA enterprise communications and the public-facing site could be improved.

Hill said ISA will work with managed-service partners to reexamine chargeback methodology and may propose changes to OFM; any systemic revision would be a multi-year effort. The board also heard that ISA is pursuing language-access improvements for the public site, will post a refresh schedule for desktop/laptop renewals, and is rolling out data-classification and AI-focused training that will be required for staff participating in the Copilot pilot.

Board members asked several substantive questions during the presentations about collection confidence, refresh cycles and the scope of digitization efforts. No formal action was required on these reports.