IT DSP Findings & Recommendations

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

October 17, 2016 v5.1

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IT Staff Skills Assessment The DSP project uncovered that there are significant deficiencies in IT staff’s current knowledge, skills, and abilities related to various technologies and industry best practices. According to City IT Focus Groups, staff and management identified a number of challenges with IT staff’s proficiencies, including the following:

 Don’t have the skills needed to address current and future needs.  Staff feel disconnect between their value add and the City’s needs.  Technical support bottlenecks.

 Decrease in IT staff morale  Increased IT staff turnover

City management also expressed concerns in the management interviews, identifying challenges in staff training and support provided by IT. The following are quotes provide typical comments:  “The IT Department is not as nimble as they could. For instance, PCI: credit cards took approximately 2.5 years to become compliant.”  “IT staff specifically dedicated to training FD staff do not determine who is responsible for training: IT staff, the system vendor, and/or Train-the-Trainer (T3) training.”  “Sometimes IT schedule systems/application software training but it does not go anywhere. IT staff do not finish the training; they don't test out of the training.” • “Not having enough knowledgeable and competent IT staff to support the Fire Department’s systems. No one in IT knows their systems. There is no back up to the back person, and the primary persons have left.  “(Need) more direct departmental support from IT staff.” Solutions:  Carry out an IT Staff Skills Assessment to determine current and required knowledge, skills and abilities in all areas of the IT organization. Evaluate each IT staff person’s level of experience and expertise in the systems they support; identifying required training for all.  Provide continuous IT staff training. Benefits:  Staff would be better able to respond to agency needs.  Skills alignment would reduce stress and costs  Produce more efficient IT professionals, proliferating Berkeley’s positive reputation  Increased community and end user satisfaction with IT services.  Flexibility to work on different projects in parallel. Change Management Change Management is the process, tools and techniques used to manage the people-side of changed business processes and new technologies to achieve the required outcomes. Change Management ensures effective change with staff and the wider organization. Findings:  The DSP project identified a number of technology initiatives, which if implemented correctly, will transform how City services are provided. This type of technology and

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Digital Strategic Plan: Findings & Recommendations

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