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RiversideCA.govDepartment Overview andEmployee Recognition FY 25/26 City CouncilAugust 25, 2026Innovation and Technology Department RiversideCA.gov2
OUR MISSION
Collaborate across departments and organizations to enhance quality of life, drive economic growth, and solve City challenges with innovative, reliable technology solutions.We empower City operations through IT leadership, streamlined processes, and professional services, while fostering a rewarding environment where our team thrives.1 2 8/12/2026
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ORGANIZATIONGeorge KhalilChief Innovation Officer•Applications•Database•Enterprise Resource Planning•Network Services•Operations•Video Security•Web Apps•Innovation•Enterprise GIS•Customer Services•Business Process Automation•Artificial Intelligence•Data Analytics•Project & Portfolio Mgmt.•Awards & Recognition•Budget•Contracts•Personnel•Policy•Purchasing•Special Projects•Staff ReportsINNOVATIONSTRATEGIC INITIATIVESADMINISTRATIONMatthew BurrowsDeputy Chief Innovation OfficerPrasad MahaleDeputy Chief Innovation OfficerChristian GarciaAdministrative Services Manager RiversideCA.gov4
>95%Excellent Service Ratingper surveys of completed tickets30,553TicketsCompletedOVERVIEW9,000+Connected DevicesManaged Daily266+ Wiring Closetsmanaged across 57 locations1,200,000+Cyberattacks Prevented37Projects Completed (including new system implementations, upgrades, development, etc.)63Full-time staff Internet Resiliency EnhancedActive/Active InternetSeamless Failover – City Hall and EOCDuring Service Events OVERVIEW3
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ACCOMPLISHMENTS & MILESTONES
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GENERATIONAL CHANGE PROJECTS•Rivy AI Chatbot - 24/7 AI-powered resident access to City services•Microsoft Copilot AI rollout to boost staff productivity•"The Dash" - real-time Citywide performance dashboard•ESRI GIS Roadmap and 3-Year Geospatial Strategy, including the ArcGIS Enterprise 11.5 upgrade•Rubicon/Smart City software rollout for Public Works waste management (real-time data collection, route monitoring)•RPA Phase III - automated CALNET invoice processing•TechHub - unifying service requests across multiple departments•Zero Trust Internet Access deployment plus Entra Conditional Access, materially strengthening the citywide security posture•App Hub self-service app deployment (citywide rollout expected in December)•ONESolution ERP workflow and automation enhancements 5 6
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STRETCH GOALS•1,200,000+ cyberattacks prevented•>95% excellent service rating, up 2% year-over-year•Tickets completed grew nearly 50% year-over-year while satisfaction stayed high•37 major projects completed across the department•New Technology Ordering Portal with real-time tracking•103 end-of-life cameras upgraded plus 80+ broken cameras replaced citywide•18,000+ homeless outreach surveys supported via GIS RiversideCA.gov8
OUSTANDING BASIC PERFORMANCE•30,553 tickets completed department wide•266+ wiring closets managed across 57 locations•9,000+ connected devices managed daily•95% on-time ticket closure (Operations & Cybersecurity)•97% excellent satisfaction (Applications Division)•63 full-time staff supporting citywide IT•Applications Division: 4,570 tickets completed, 88% on-time, 97% excellent satisfaction•Operations & Cybersecurity: 95% on-time ticket closure (2,492 of 2,633), 15,505 hours logged•GIS Division: 491 tickets closed, 98% respond-by, 93% resolve-by•Client Services: 3,769+ tickets closed in five months with strong satisfaction 7 8
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DEPT AWARDS & RECOGNITION
2025 Excellence in IT Practices AwardRecognizes local government agencies that meet or exceed rigorous, industry-leading standards in IT governance and operationsWe’re proud to be recognized in the 2025 Digital Cities Survey, presented by the Center for Digital Government. This national recognition reflects our city’s ongoing work to advance digital equity, data-driven operations, and smarter service delivery for our community.Ranked #5 - 2025 Digital Cities Survey – Center for Digital Government RiversideCA.gov10
PERSONNEL METRICS
Staffing LevelsTicket Volume
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PERSONNEL METRICS
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PERSONNEL METRICS
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PERSONNEL METRICS
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PROMOTIONS
•Lizhong – Sr. IT Analyst•Karl – Sr. IT Analyst•Myrandust – Principal IT Analyst•Eric – IT Analyst II•Alex – IT Analyst I•Jason – Sr. IT Analyst•Matthew – IT Analyst II•Erick – Principal IT Analyst (Cybersecurity)•Randa Riad – IT Analyst II•Alex – IT Analyst I 13 14
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NEW HIRES
Bernie Innovation and Technology Officer IClient Services DivisionChris Administrative Services Manager Administration Division RiversideCA.gov16
TEMPORARY EMPLOYEES AND INTERNS
Client Services - Temps•Marcus – IT Tech I•Andrew – IT Tech I•Joseph – IT Tech II •Nestor – IT Tech IIInterns•Jesse - Youth Service Corp Intern (GIS) •Randall - Operations 15 16
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STAFF AWARD & RECOGNITIONErick Principal IT Analyst2025 Employee of the Year RiversideCA.gov18
RECOMMENDATIONSThat the City Council receive and file an overview of the Innovation and Technology Department, including recognition of the Department’s employees. 17 18