Information Technology

Keeping Dothan Connected

The City of Dothan’s Information Technology (IT) Department plays a vital role in ensuring that all technology services used by the City Government operate efficiently and effectively. The IT team manages the technology and support services for all city departments and the Dothan/Houston County E911 District, including support for computers, applications, telephones, Geographic Information Systems (GIS), and network infrastructure. The department consists of five specialized divisions, each dedicated to providing comprehensive services and support:

  • Applications Support Division
  • Customer Service Division
  • Cybersecurity Division
  • Infrastructure Support Division
  • Project Management Division

Applications Support Division

The Applications Support Division oversees the management and administration of essential enterprise applications, both on-premise and cloud-based, used across the City of Dothan. This team ensures critical software and systems align with the City’s operations and goals.

Key Responsibilities: 

  • Application Management: Administer and maintain public safety, utilities, accounting, payroll, and other essential enterprise applications.
  • System Integration: Work with City departments to integrate applications seamlessly with other systems and processes.
  • Strategic Guidance: Provide expertise in technology recommendations, application implementation, and software optimization.
  • Research & Development: Assess emerging technologies and assist departments in planning and developing new technology solutions.
  • System Support: Ensure all mission-critical applications’ stability, functionality, and performance.

Customer Service Division

The Customer Service Division provides first-level, day-to-day technical support across all City departments. This team ensures that technology-related issues are addressed promptly and effectively and serves as end users’ primary point of contact. 

Key Responsibilities: 

  • Technical Support: Provide Level 1 support for operating systems, software, mobile devices, and hardware.
  • Endpoint Management: Administer and manage endpoint protection, OS updates, software deployments, and security protocols.
  • IT Ticketing & Documentation: Manage the IT ticketing system, knowledge base, and troubleshooting documentation.
  • Customer Communication: Handle customer ticket content, provide follow-up communications, and ensure satisfaction.
  • Training & Support: Design and deliver end-user training programs and surveys to gather feedback for continuous improvement.
  • Asset Management: Oversee IT assets, including computers, peripherals, and mobile devices, from deployment to retirement.
  • Operational Tasks: Manage daily print queues, check printing, and year-end IT processes..

Cybersecurity Division

The Cybersecurity Division safeguards the City of Dothan’s technology infrastructure and sensitive data from cyber threats and unauthorized access. This team is dedicated to proactive measures to ensure the City’s systems are secure and resilient. 

Key Responsibilities:

  • Cybersecurity: Implement and manage security protocols to protect against cyber threats such as malware, ransomware, and phishing.
  • Data Protection: Ensure compliance with data privacy laws and safeguard sensitive City and citizen information.
  • Threat Monitoring & Incident Response: Continuously monitor for potential security breaches and respond swiftly to incidents.
  • Access Control: Administer secure access controls and authentication measures to safeguard sensitive systems and data.
  • Security Awareness Training: Develop training programs to raise employee awareness of security risks and best practices.
  • Disaster Recovery & Continuity Planning: Collaborate with other divisions to ensure rapid recovery and business continuity in case of a security breach.

Infrastructure Support Division

The Infrastructure Support Division is responsible for designing, administrating, and maintaining the City of Dothan’s network, servers, and communications systems. This team ensures the City’s IT infrastructure is secure, reliable, and scalable to meet growing demands. 

Key Responsibilities:

  • Network Administration: Design and manage LAN, WAN, and wireless network infrastructures.
  • Server Management: Administer physical and virtual server environments for City departments.
  • Telecommunications & Fiber: Oversee cellular, VOIP, fiber optic, and landline systems to ensure reliable communication.
  • Network Security: Protect network integrity and implement security measures, including intrusion detection and content filtering.
  • Disaster Recovery & Backup: Develop and maintain disaster recovery plans, ensuring data availability and system continuity.
  • GIS Administration: Oversee GIS mapping systems and support geographical applications used by City departments.

Project Management Division

The Project Management Division oversees the planning, coordination, and execution of all major IT projects across the City of Dothan. Acting as the strategic bridge between technical teams and city departments, this division ensures that technology initiatives are delivered on time, within budget, and in alignment with organizational goals. 

Key Responsibilities

  • Project Oversight: Lead the lifecycle of IT projects, from initiation through completion, ensuring alignment with the City's strategic priorities.
  • Stakeholder Coordination: Collaborate with department leaders, vendors, and IT division to define requirements, timelines, and deliverables.
  • Budget & Resource Management: Develop detailed project budgets, manage resource allocations, and ensure cost-effective delivery.
  • Change Management: Implement structured approaches to manages changes in technology, processes, and systems with minimal disruption.
  • Performance Tracking: Use standardized metrics and reporting tools to monitor progress, identify risks, and ensure accountability. 
  • Policy Compliance: Ensure that all projects comply with procurement rules, data security standards, and IT governance framework.

Summary

In summary, the IT Department's five divisions - Applications Support, Customer Service, Cybersecurity, Infrastructure Support, and Project Management - work cohesively to ensure that the City of Dothan's technology ecosystem remains secure, resilient, user-focused, and future-ready, supporting daily operations and long-term innovation for city employees and residents.