Guiding Principles
Austin Technology Services is committed to delivering modern, reliable, and secure technology that strengthens City services and supports a safe, connected, and responsive Austin. Our guiding principles and goals focus on improving the tools residents depend on every day, enhancing digital experiences, and ensuring the City continues to operate efficiently and securely as our community grows.
Model Excellent IT Support
Our IT Customer Service teams are responsible to support over 15,000 City of Austin employees’ hardware and software technical issues, taking in an average of 600 service tickets per day, with over 60,000 tickets resolved per year. Teams also provide audio/visual support and life cycle management of over 9,000 + computers, tablets, and mobile devices in use across the City. Teams are committed to resolving issues permanently, the first time around.
- IT Support Goal
To maintain an IT satisfaction score of more than 90% related to incidents in Fiscal Year 2027-2028.
Empower Public Safety
Our Public Safety teams provide mission-critical technology for Austin’s public safety agencies, ensuring first responders stay connected and ready to serve. The Combined Transportation Emergency and Communications Center (CTECC) handles over 2.5 million emergency calls annually. We support the GATRRS radio network that ensures emergency coordination and communication—even in the most remote areas of Texas.
- Public Safety Goal
To modernize and upgrade the City’s public safety emergency communications systems to improve resiliency, continuity of operations, and regional disaster readiness by Fiscal Year 2028.
Maintain Transparent Government Data
The City of Austin encourages the use of public data to spark innovation, promote community collaboration, increase government transparency, and inform decision making through our Open Data program, which provides access to data and information about our City government.
- Transparent Data Goal
To ensure broad, user-friendly access to the City of Austin datasets through the Open Data Portal, supporting transparency, community engagement, and data-driven decision making.
Committed to Process Improvement
Our ATS teams drive organizational success by standardizing project management practices, ensuring alignment with business goals, and continuously identifying opportunities to enhance the overall performance of the solutions we provide the City.
- Process Improvement Goal
To reduce the number of redundant applications Citywide by 10%, using Fiscal Year 2026 as a baseline.
Reimagine Digital Experiences
Our digital services teams use human-centered research, data, and design to reimagine and build technology solutions that are simple, secure, and accessible for the residents of Austin. Partnering with departments across the City and through Business Relationship Management, IT investments and impacts are maximized.
- Digital Experiences Goal
To achieve an austintexas.gov resident satisfaction score of 70% by Fiscal Year 2028.