Keeping the communication lines open

Tim Willert

CITY HALL -- They work among a seemingly endless collection of

computer servers and switches and memory storage units. They make it

possible for the city’s police and fire departments to dispatch emergency

calls, for public works to issue building permits and for city employees

to exchange e-mails and phone calls.

The city’s Information Services Division is responsible for

maintaining the city’s technology infrastructure, which includes more

than 1,400 personal computers, 1,200 phones and a citywide radio

communications system.

“The stuff that we do is pretty obscure, even to the people who work

in the department,” Director Imelda Bickham said Monday.

Division workers keep a close eye on the city’s computer hardware and

software, and manage most of the more than 40 computer applications used

by various departments.

Those applications include the billing system used by Glendale Water

and Power, and one in which the city treasurer can track the city’s

portfolio of investments.

“Our people have to worry mostly about the computer hardware and

software,” Bickham said. “If there is a bug, we have to trouble shoot.”

It’s information service’s responsibility to make sure everything is

available, reliable, secure and in working condition.

The city spends about $3.2 million each year to periodically upgrade

its hardware inventory, computer networks and phone system. Another $1

million is spent annually to upgrade the city’s radio system.

“We have had some hiccups,” she said. “We used to keep the equipment

much longer than industry standard recommends.”

The division has systematically replaced 8-year-old personal computers

and has adopted a four-year replacement cycle, said Bickham, who managed

a similar system for the Los Angeles Superior Court before joining

Glendale’s team more than four years ago.

Servers are replaced every three years and the radio system is

scrapped every 10 years, she said.

Besides keeping up with constantly changing trends in information

technology, Bickham also is faced with finding a balance between

protecting privacy and disclosing public information.

“People are so worried about security,” she said. “But we are the

custodians of some of the public information.”

Computer viruses?

“We get a lot of viruses, but we have protection in place,” she said.

“It’s still amazing how many [viruses] bounce off our fire walls.”

THE GLENDALE INFORMATION SERVICES DIVISION

* DEPARTMENT HEAD: Imelda Bickham. Assistant Director Scott Harmon.

Administrators: Jon Paquet, Steve Scott, Kurt Binner and Steve Hronek.

* PERSONNEL: About 44 employees.

* BUDGET: Nearly $3 million.

* PHONE: 548-4095.