IT DSP Findings & Recommendations

Findings and Recommendations City of Berkeley: Digital Strategic Plan and Cost Allocation Plan

October 17, 2016 v5.1

Management Interview Responses the Regarding of Adequateness of IT Staff Levels

The Online survey revealed the following staff feedback:  “Some of the folks assigned to IT are great. The level of service depends on who you get. Generally, it seems like there are not enough people in IT to keep up with the pace of technology in our City, at least in the FD.”  “Simply put I feel IT doesn't support the role of the police officer nearly enough.”  “I am not saying that IT does not have good staff they just need to improve their educational expertise in all these areas. They are hardworking but seems to need more competencies perhaps more certification or training. Also certain staff needs to practice better customer service.”  “Need additional IT staff.”  “When I call IT for support, I have received poor customer service from some of the people who answer the phone. They have given me a difficult time when I've asked for assistance with my computer running slowly, adding a printer to my work station, etc., insinuating that it was my lack of skills that were the issue. While there was nothing specifically said to indicate that, the tone of voice and overall dismissive attitude of the individual added to my negative experience.”  “In general, I.T. staff seem skilled and capable; however, the quality of support varies significantly.”  “All of my experiences with IT employees have been pleasurable.” The current IT Organizational structure has 5 groups:  Administration  Network Operations/Help Desk

 311 Customer Service  Business Applications  Programming The figure on the following page illustrates the existing IT organizational structure.

Digital Strategic Plan: Findings & Recommendations

© 2016 114 ThirdWave Corp 11400 W. Olympic Blvd. Suite 200 Los Angeles CA 90064 310.914.0186 V 310.312.9513 F

Made with FlippingBook HTML5