David W. Dumond
Introduction to IT (IT190-1502B-06)
June 17, 2015

Individual Project(s)

Contents Section 1: Information Systems Overview 3 Section 2: Information Systems Concepts 7 Section 3: Business Information Systems 11 Section 4: System Development 15 Section 5: Information Systems and Society 17 References 20

Section 1: Information Systems Overview
The York County Sheriff’s Office is a law enforcement agency tasked with the regional enforcement of state criminal and motor vehicle statutes. The sheriff’s office also serves as the York County public safety answering point (PSAP). Calls for service are received at the PSAP and then dispatched via radio and computer terminal to law enforcement officers assigned to respond.
Leading up to the use of Information Systems such as computer aided dispatch (CAD) the PSAP relied on radio’s to communicate information to the law enforcement officers. With the development of CAD and Record Management Systems (RMS) the sheriff’s office recognized the value of these systems and in 2007 adopted IMC CAD+RMS (Information Management Corporation CAD+RMS, 2007).
IMC is a multifaceted information dissemination system utilized by dispatchers in the PSAP, emergency responders and their records management departments. IMC utilizes a closed stand-alone network and was developed for emergency management services such as fire, rescue and law enforcement departments. It is expandable and can be provisioned based on the client’s specifications.
Municipalities and public safety departments share some common systems’ needs but also have unique needs such as record management documentation which need to be considered when selecting systems that best fits their needs. To ensure they selected the system that best fit their needs, The York County Sheriff’s Office identified the departments which would be responsible for supporting as well as using the system and obtained a “wish list” of what they expected and wanted in a CAD and RMS system. Each department was provided an overview of CAD and RMS systems capabilities based on their role. For example the Information Technologies department was provided systems minimum specifications requirements and operating platforms whereas fire, EMS and law enforcement departments were provided a more basic “what can CAD/RMS do for you” overview. Each was given the task of developing a “wish list” of systems requirements.
Using the “wish lists” each department provided the York County Sheriff’s Office generated a specifications sheet outlining the necessary systems requirements. The leading CAD, RMS vendors able to meet the minimum systems requirements were then invited to present their product and attend a question and answer session. Each session was attended by representatives of the departments that would be using or supporting the system. Attendees were also selected to represent a broad user spectrum such as basic “users” as well as system administrators.
After all vendors had opportunity to present and answer questions the sheriff’s office selected the systems they felt best fit the agencies needs and invited them to participate in agency testing. Each department participated in a revolving test of the selected systems after which they were asked to provide an evaluation of the tested systems. A request for pricing document was generated and sent to each of the participating vendors and each vendor provided opportunity to ask questions to better understand the sheriff’s office need’s and assist the sheriff’s office in selecting the requirements that best fit their need. The sheriff’s office used this information to select the IMC system. Selection was based on product use, ease of use, functionality, durability, required support (system) needs and cost.
Early in the process the sheriff’s office identified the departments and levels needed to support use of the IMC system. The most important department in setting up the necessary network was the information technologies (IT) department. IT support was required to build a stand-alone network on which the CAD system would operate and liaison with cellular carriers to wirelessly transmit data between the PSAP and public safety responders. IT support was also necessary in setting up links to permit routing of information such as email systems interfacing, records transmission and Global Positioning Satellite (GPS) tracking. IT is also assigned the continuous task of maintaining, repairing and updating the IMC system and its supporting systems.
The vendor also played and continues to play a significant role in supporting the IMC system. The vendor assisted IT in software installation, programming and setup as well as trouble shooting any system failures. The vendor working with IT and each department provided perhaps the most important of support functions; training. Vendor support is not just limited to initial use and set up but is necessary to keep up with the ever changing system updates and upgrades. Additionally, the vendor supports the users by developing requested programming changes to meet each agencies system’s needs.
The IMC system also requires support from the Records Management Department. Records Management is responsible for collecting and maintaining required records such as Uniform Crime Reporting data and criminal investigation reports. To support the IMC system records management works with IT and the vendor to communicate changes in law of reporting requirements to ensure data is properly collected and routed by the RMS component of the IMC system.
The Vehicle Maintenance Department also supports the IMC system. Vehicle Maintenance is responsible for installing vehicle hardware used by the IMC system such as in car repeaters, vehicle terminals and antennas. With each new vehicle added to the fleet of emergency responders Vehicle Maintenance must install all the necessary IMC equipment as well as removing it from decommissioned vehicles. Often they are called upon to repair hardware damaged in use.
With IMC in place, supported, and in use, the sheriff’s office undertook a testing program to determine IMC system(s) effectiveness. Initially each user was provided an automated survey to measure ease of use, reliability, functionality and capabilities. Surveys were collected weekly and compared to key point indicators such as report accuracy, statistical data accuracy, time to task completion and support requests. A running dialog was maintained between users and IT staff to identify areas for improvement and potential failure points similar to a BETA test. Ninety days after IMS implementation a series of user meetings were held where users and support personnel were able to attend and provide system feedback. The sheriff’s office maintains a quality control program to measure ease of use, reliability, functionality and capability. Data is collected monthly and compared to each of the key point indicators.

Section 2: Information Systems Concepts
There are two types of networks that allow interconnectivity between computers; Local Area Networks (LAN) and Wide Area Networks (WAN).
Local Area Networks are smaller networks most often used in a small geographical area such homes, businesses and schools to connect and share resources such as printers, files and games. An LAN is typically controlled and managed in house by its owner and is connected using a network media such as networking hub and file server to connect computers and systems. LAN’s require fewer components to set up and are generally less expensive to operate and maintain and have greater security. LAN’s utilize a higher bandwidth and have higher data transfer rates with less congestion. One LAN can be connected to other LAN’s across long distances using telephone lines or radio.
Wide Area Networks as the name suggests cover a larger geographical area such as cities, states and countries. Wide Area Networks are used widespread connectivity and allow users to connect regardless of location. A WAN typically requires the use of two or more LAN’s to be connected over public internet, third party telecommunications or satellite. Given the scope of a WAN and number of users and transmission media it is generally at greater risk for loss of data, hacking and theft.
The York County Sheriff’s Office occupies two buildings in close proximity to one another and a fleet of approximately fifty vehicles which share four internal data base management systems. When comparing LAN and WAN systems the LAN appears to be the system which would best fit the needs of The York County Sheriff’s Office. The LAN offers greater security; greater data transfer rates, tends to have fewer problems associated with it, experiences fewer data transmission errors and is less expensive. Appealing is the ease in which the LAN can be maintained and controlled by onsite technical staff. Wi-Fi (Wi-Fi Alliance, 1999, Austin, TX) is a wireless communication median that utilizes radio waves much like cellular phones to transmit data to and from Wi-Fi compatible devises. Wi-Fi systems are often referred to as Wireless Local Area Networks (WLAN). They utilize a wireless router to receive radio waves from Wi-Fi devices which are then translated to data and sent to the internet using a wired Ethernet connection. Data received from the internet is translated into radio waves by the router and transmitted to Wi-Fi devices.
Wi-Fi is widely utilized and often found in homes, businesses, schools and the travel industry. Wi-Fi compatible devices detect Wi-Fi access points also known as “hot spots” and alert the user to their presence. The user is able to access the WLAN to transmit and receive data from the internet. Multiple user are able to access the internet at the same time using a single Wi-Fi networks however if too many users are utilizing the network or the router(s) fails users may face interference, slowing or loss of connection.
The sheriff’s office did not adopt Wi-Fi without a great deal of consideration and research. A major consideration in deciding whether or not to adopt Wi-Fi use was the risk in allowing access to our LAN. Hacking is a concern for anyone using a WLAN even with the invent of safeguards such as Wi-Fi Protected Access (WAP) and Wired Equivalent Privacy (WEP) hackers using readily available software may still be able to monitor and intercept internet data.
While network security was the greatest issues associated with permitting Wi-Fi access other issues such as information content accessed on our Wi-Fi network were also considered. Users utilizing an open Wi-Fi network to access the internet would have unrestricted access to any information available on the internet. Arguably the Wi-Fi provider is liable for the misuse of information obtained through their network. This is compounded by the fact the sheriff’s office is a law enforcement agency and the network would be utilized in a corrections setting.
It was felt proper precautions could be undertaken such as a standalone (guest) Wi-Fi network, strict firewall protocols and network access monitoring to accommodate Wi-Fi access. Like many businesses the sheriff’s office determined Wi-Fi networks an appropriate and useful median for obtaining and sending information via the internet. For example the sheriff’s office manages the county corrections department which houses over three hundred detainees. A network (WLAN) using Wi-Fi technologies is available to visitors to communicate public information such as visitation times, policies, court dates and a record of detainees. Detainees also have restricted use of Wi-Fi to access Medias such as digital libraries to conduct legal research. These greatly reduce the number of calls to the sheriff’s office and need to move detainees increasing physical security and productivity.
Telecommuting is the use of mobile telecommunications technologies such as radio, telephone, and Wi-Fi to conduct business from remote locations such as their home and displaces the need for the employee to commute to a central place of work. Telecommuting is facilitated with tools such as conference calls, video conference and voice over IP (VOIP) systems to attend meetings remotely and reduces travel time and costs. LAN’s also support the telecommuter’s ability to share resources such as company management information systems and data base management systems.
Telecommuting relies on telecommunications technologies to accommodate the employee’s ability to work remotely. Technologies such as Wi-Fi and cellular communication mediums are often open and may not have appropriate security safeguards to prevent data, information or communication loss. Companies and employees need to be aware of the security risks posed in the use of telecommunications technologies to access internal network systems and systems. Many companies have adopted the use of Virtual Private Networks (VPN) to provide a point to point connection and use of encryption to allow employees to work securely.
Telecommuting may not be appropriate for all organizations and businesses or may only be utilized by a limited number of employees based on job descriptions. Public Safety departments such as the York County Sheriff’s Office rely on the employee’s physical presence and ability to respond to emergencies which cannot be undertaken using telecommuting technologies. However limited telecommuting by support personnel such as Human Resources and Information Technologies employees has shown itself to be appropriate and effective in meeting the agency’s needs.

Section 3: Business Information Systems
Businesses utilize a variety of information systems to enhance efficiency and effectiveness in meeting the company’s goals. Enterprise systems are just one of the types of information’s systems used by companies to share information across each of the management levels and provide key data.
Transaction Processing Systems (TPS) are one type of enterprise system. Transaction Processing Systems can best be defined as a system that collects and stores data about transactions or decisions made as a part of a transaction. Examples of the type of transaction activity may be use of a credit card, making a reservation or using an automated teller machine (ATM) to withdraw cash.
TPS data is processed in in one of two ways; batch processing or real time processing. Batch processing gathers the information and stores it until it is processed later and is often used for transactions such as invoicing or checks in a banking system. Real time processing processes the collected data immediately and permits the user to access an online database such as bank account balance when making a withdrawal from an ATM.
TPS is critical in customer satisfaction for its ability to provide the customer key information important to them such as accurate and timely shipment tracking information for products ordered. TPS plays a key role in companies’ ability to meet customer expectations as well. EchoStar utilizes TPS data to track shipments and ensure timely delivery, accountability for lost shipments within its distribution system or during contracted shipping. EchoStar also uses TPS data to determine if the data collected is correct and valid. For example EchoStar uses numeric values to identity inventory items. If a user enters an alpha value or does not enter the appropriate number of numeric values it will invalidate the entry and avoid errant processing of the order. Transaction Processing Systems are not limited to customer transactions and are often used to update business records such as inventory, payroll, time sheets and purchase orders.
Although TPS does not provide information to support EchoStar’s decision making it does provide information valuable to Management Information and Decision Support systems they utilize. Nearly every business successfully utilizes TPS in its daily operation to process payroll, control inventory, process account transactions and payments. EchoStar for example utilizes TPS data to process customer orders for set top boxes and accessories. The TPS data is then utilized by Management Information’s Systems to gain information about products in highest demand. The knowledge gleamed from the information is utilized to support marketing strategies and future product development.
Management Information Systems (MIS) are systems which serve as the collection point for information about people, technology, organizations and the relationship among them. The information gathered is utilized by the business managers and can be tailored to fit their needs and that of the business. A great deal of the internal data provided an MIS comes from the TPS while external data is provided by customers and suppliers.
EchoStar utilizes MIS information such as key indicator reports, demand reports and exception reports to help the company identify their strengths weaknesses from factors such as the presence of revenue, inventory flow and employee performance records.
Companies such as EchoStar utilize MIS information to meet the needs of each department’s role function; marketing, development, manufacturing, marketing and financial to improve efficiency and effectiveness of their decision making. MIS is distinct from other systems as they are used to analyze and facilitate strategic and operational activities. The MIS provides information valuable in providing an overall picture of the company and acts as a communication and planning tool.
The availability of data provided by the customer assists companies such as EchoStar to align its business plan and processes to the needs of the customer and improve customer satisfaction. Effectively managing this information assists EchoStar develop direct marketing strategies and promotional activities.
Decision Support Systems (DSS) are information systems that support the organizational decision making activities at the management, operational and planning levels. The DSS assist mid and higher level management in making decisions about problems that are rapidly changing or easily specified in advance (unstructured). The DSS is usually comprised of three basic components in each structure; a database which contains the required knowledge for an informed decision, the decision model or user input criteria and the user interface.
The DSS is used as a tool to facilitate the organizational processes of a company. Often the DSS combines with other analytical techniques containing traditional data and retrieval methods such as MIS. It is a flexible and adaptive median to accommodate the environmental (market) changes they face and their decision making approach. EchoStar utilizes am interactive software based system to compile useful information from documents (reports) to identify problems and make decisions to solve them.
EchoStar’s DSS utilizes a frame work which incorporates intelligence, design, choice and implementation. The DSS searches for conditions (abnormities), develops and analyzes options to solve them, chooses a course of action and adopts them in the means of a decision. The DSS system employed by EchoStar (self-developed) permits the system to be changed or re-designed where necessary to obtain the desired outcome. Common changes or re-designs are designed to accommodate the factors (data) being input; characteristics to analyze. EchoStar’s most common use of the DSS relies on the executive dashboard to identify negative trends and develop effective allocation of resources. (i.e. development and manufacture).
Artificial Intelligence (AI) is a broad term utilized to reference technology systems that demonstrate characteristics of intelligence. It can include data systems, robotics, learning systems and resources used in the development of AI systems. AI is incorporated in nearly every household and business environment through the use of vision (video gaming), learning (distance learning programs) and language (automated calling) processing systems.
AI systems at EchoStar are nearly endless and utilized daily by its employees. Examples of AI system use include touch screen computers, robotics used in manufacture, computer generated imaging in commercials, voice recognition, interactive learning systems and use of on line search engines.
Through the use of business information EchoStar gained knowledge that identified a consumer market opportunity for home security. EchoStar utilized AI systems in its development, manufacture and operation of a home security system. The home security system utilizes AI technologies for user voice recognition, camera (visual) integration and television interface. AI systems allow the user to monitor interact with their home security system through AI medians such as their television, lap top, cell phone and tablet.

Section 4: System Development
Faced with the task of developing a Web-based customer tracking system developers may consider using a waterfall or prototype model. A waterfall model as its name suggests is a sequential design process used in developing software which “flows” downward. Waterfall models are best utilized for small projects where the requirements are certain. In the waterfall model each phase in the process must be complete before you can proceed to the next phase. Each phase has specific deliverables and is easy to use, manage and understand. Typically project resources and expertise are freely available. The waterfall model utilizes accurate documentation of each step and phase in the development process but does not easily allow reflection or revision especially late in the process.
Unlike the waterfall model the prototype model are most often used in the development of an approximation of the final product which is built, tested and re-worked as necessary until the final product can be developed. The Prototype model differs from the waterfall model in they are used when not all the project requirements are known ahead of time. The prototype model is an interactive trial and error process relying on developer and user interaction and feedback. Prototype models do have process steps but unlike the waterfall model one step does not have to be complete before moving to the next. Prototype models by their nature are flexible and utilize end user feedback to accommodate reflection and revision throughout the process. Let’s assume our Web-based customer tracking system will be developed using a waterfall model and discuss each phase of the process. The first stage in the waterfall model development process is the “Requirement(s) Analysis”. In the requirement phase all of the requirements for the system being developed are captured and documented. The requirements are not uncertain or ambiguous.
The second phase in the waterfall model is “Design”. In the design phase the requirements from the requirement phase are studied and a design is prepared which helps define the overall system architecture.
The third phase in the waterfall model is “Implementation”. In the implementation phase the system begins development in small programs (units) which will be integrated into the system in next phase.
The fourth phase is “Testing” (verification). In the testing phase the units are tested, debugged and then integrated into the system. Once the units have been tested and integrated into the system the system is tested. Once testing has been completed the system is released (“Deployed”) to the market or customer.
The final phase in the process is “Maintenance”. In the maintenance phase patches are released to address any issues that arise after release to the market or customer. The maintenance phase includes the release of updated system versions.

Section 5: Information Systems and Society
Hacking is often referred to as one of the largest threats organizations face throughout the world. In the wake of recent security breaches taking place at large corporations such as; J.P. Morgan Chase, Target, Wal-Mart, Home Depot and Apple (fortune.com/2014/10/03/5-huge-cybersecurity-breaches-at-big-companies. Retrieved June 17, 2015) organizations have become increasingly aware of the risks to their systems and network infrastructures. “Hacking” defines unauthorized users (hackers) gaining access to systems or networks for a variety of reasons depending on their objective. Many hackers use a common means cyber-attack to break into organizations.
One of the most common ways a hacker utilizes to steal an organization’s data is “Phishing”. Hackers send an email or instant message which has an attachment or link to a website. Often the email or instant message is scripted to the targeted recipient. For example hackers may send an email to a recipient in sales asking for information on products. Once the recipient opens the attachment or link it exploits vulnerabilities in the systems application. Malicious software (malware) opens up a communication channel allowing the hacker to browse, control or retrieve information from the system. The infected system may be used as a median to get into other machines within the network.
System breaches can be prevented to a great extent if proper security measures are taken at the right time. Safeguarding measures may include user awareness. With proper awareness and training users are better prepared to recognize anonymous or fictitious emails or instant messages and refrain from opening attachments or links. Additional protective measures may include disabling auto run in Windows and installing anti-virus software. Anti-virus software should be updated regularly to ensure up to date versions are installed to keep pace with the latest viruses.
Most organizations have telecommuters and the ability for workers to log into corporate systems remotely. Workers utilize a user name and password to access the organizations systems. To obtain passwords hackers run simple, lower case password combinations or send users fictitious emails instructing the user to select a link to reset their email. Once hackers have the users password they are able to access the organizations systems.
The majority of cyber-attacks are the result of weak passwords. Organizations can minimize engineered or guessed password system(s) intrusion by utilizing password manager systems. Organizations should aim for passwords which require a combination of the following; at least eight characters in length, one capital letter and a special character. A unique password should be required for each account and expire after a maximum of thirty days. Organizations should use more secure, more advanced methods of user authentication such as smart cards when possible.
Hackers often utilize USB keys to initiate malware attacks. Hackers may use a USB key to implant malware into an organization’s devices which can capture keystrokes, passwords or data. Hackers have become adaptive in how they deliver the malware infected USB key to targeted users. For example hackers have sent USB keys as a promotional item to perspective targets which once inserted in a device delivers the malware it contains.
To prevent USB key malware attacks organizations should ensure strong physical security policies and user awareness campaigns. Only trusted source USB keys should be utilized by users. USB keys should be provided by the organization and purchased from a reputable vendor. Organizations should ensure existing software is updated, and robust malware-detection software is run timely.
Organizations and home networks also face the risk of cyber-attack by hackers. Hackers can invade an open wireless network or one with insufficient security. Hackers are literally able to sit outside and get into through unsecure or poorly secured Wi-Fi. Hackers can also create their own hotspot which they disguise using common site names such as airports, coffee shops and public places. Users accessing the network expose their device and systems to hackers.
Use of network security protocols such as Wi-Fi protected access 2 (WPA2) and virtual private networks (VPN) greatly reduce the risks of unauthorized network access. WPA2 and VPN utilize unique encryption keys and benefit from the functionality, security and management policies of the private network. Firewalls should be configured properly and analyzed to maintain proper security. Users should refrain from using open and unsecure networks.
Organizations can benefit from staying abreast of the latest methods used by hackers to gain unauthorized access to systems. It’s always a good idea to follow forums on hacking (http://zerosecurity.org.Retrieved June 17, 2015). Additional cyber security should include security penetration testing, identifying possible entry points, deleting website source code comments and default applications that come with web server software.

References
IMC CAD+RMS (Version 4.5.2) [Computer Software].
(2007) North Grafton, MA: Information Management Corporation
Wi-Fi Alliance: Organization. Official industry association Web site.
Retrieved May 27, 2015
Fortune Subscribe: 2014/10/03/5-huge-cybersecurity-breaches-at-big-companies.
Retrieved June 17, 2015
Zerosecurity.org. Official industry association Web site.
Retrieved June 17, 2015