IT DSP Findings & Recommendations

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

October 17, 2016 v5.1

Table of Contents Digital Strategic Plan Roadmap: Volume 1 - Findings & Recommendations

Acknowledgements Preface ............................................................................................................................P.1 Executive Summary: Findings & Recommendations.................................................... 1 E 1 Digital Strategic Plan Vision................................................................................... 1 E 2 Project Goals & Objectives .................................................................................... 2 E 3 Project Approach & Methodology .......................................................................... 2 E 4 Digital Strategic Plan (DSP) Findings .................................................................... 2 E 4.1 Organizational Context .......................................................................................... 2 E 4.2 Summary of Findings ............................................................................................. 3 E 4.3 Summary Recommendations................................................................................. 4 E 4.4 Management Input ................................................................................................. 6 Figure E 4.4.1: IT Staffing, Training and Budget Level Ratings ........................... 6 E 4.5 Online Survey Leading IT Requirements............................................................... 7 Figure E 4.5.1: Technologies Requiring the Most Improvement .......................... 7 Figure E 4.5.2: Online Staff Survey Service Delivery Apps to Improve Customer Service ........................................................................ 8 E 4.6 Business Process / Operational IT Initiatives ........................................................ 9 Figure E 4.6.1: DSP Technology Initiatives (Not Prioritized)................................ 9 Figure E 4.6.2: Existing Department of IT Initiatives .......................................... 11 E 4.7 DSP Benefits ...................................................................................................... 13 Figure 4.7.1: DSP Potential Benefits .............................................................. 14 Introduction ..................................................................................................................... 15 1.1 Project Background, Goal & Objectives............................................................... 15 1.2 Digital Strategic Plan Roadmap Project Approach .............................................. 16 Figure 1.2.1: Comprehensive Project Methodology........................................ 17 Figure 1.2.2: Comprehensive Project Framework .......................................... 18 Requirements Definition Findings ................................................................................ 19 2.1 Management Requirements Findings ................................................................. 19 Figure 2.1.1: Management Team Business Challenges ................................. 20 Figure 2.1.2: Management Team Technology Challenges............................. 21 Figure 2.1.3: IT Staffing, Knowledge and Resources Allocation..................... 22 2.2.1 Summary of Management Interviews .................................................................. 22 2.2 Information Technology Focus Group Findings................................................... 23 1: Infrastructure................................................................................................... 23 2: Hardware......................................................................................................... 24 3: Software .......................................................................................................... 24 4. 311 Call Center ............................................................................................... 24

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Section 2

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