Overview
The Information Technology Division (ITD) delivers and supports business-driven information and technology services and solutions that enable WSP divisions to provide quality and effective services safely. ITD provides around the clock technical support to agency staff and externally to law enforcement agencies throughout Washington State and the United States.
ITD works closely with central service state agencies and federal agencies to deliver secure and usable IT services that comply with policies, rules, and regulations. Those oversight agencies include the Washington State Office of the Chief Information Officer (OCIO), Office of Cyber Security (OCS), and the Department of Enterprise Services (DES), Federal Bureau of Investigation, and other regulatory bodies.
Key Measurements and Statistics
Service Requests
ITD measures the volume of customer support requests that customers open.
The Service Volume chart in Figure 1, represents people that are having difficulties being productive with their computer. That means our goal is to keep our support interaction with the staff as low as possible. In 2020, WSP serviced nearly 46,000 requests, an approximate 3.5% increase from last year’s 44,245 service calls.
Phishing Estimates
ITD measures the number of emails processed to understand and estimate the phishing activity experienced in the WSP
Agency email volume for 2020 is well over twenty-three million messages as demonstrated in Figure 2. A small percentage, just over 4900, of those emails are phishing attacks masquerading as an email that needs attention. One innocent click can lead to a multimillion-dollar problem that our security team must fix before losing confidential information. WSP is working to improve the tools and staffing for our small security team.
Successes of 2020
The agency experienced several improvements because ITD contributed to:
- Increasing remote access for administrative staff to work at home and improving field processes for vehicles to receive installations and maintenance during the COVID-19 pandemic. Deploying over 135 computers, coupled with network upgrades funded by the legislature, improved our ability to conduct daily business through remote connections.
- Making it more manageable for WSP staff members to report their time with a significant upgrade to the agency’s time and accounting system.
- Improving internal communications with a Daily Bulletin system that allows division commanders to send agency-wide messages.
- Improving customer responsiveness to enable changes that support business processes with support, development, and infrastructure services.
- Confirming FBI compliance by improving the vehicle-mounted computer’s security in trooper vehicles with two-factor authentication.
- Increasing business uptime by building and deploying highly-reliable server clusters and load balancing.
- The troopers’ ability to collect DUI arrest data in a standard way by upgrading the Statewide Electronic Collision & Ticket Online Records (SECTOR) application with a DUI module.