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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Hardware

2.1 Servers: Application, Database and Web Servers 1. Lack of Web Server Redundancy ............................................................................ ......... .....   2. Lack of Documentation with the City Council Live Webcast ................................. .....   3. Print Server is crashing, resulting in having to restore from backup........................ ......... .....  4. Adding/Removing User Accounts in Active Directory not well coordinated............. .....  2.2 Personal Computers 1. Office 2013 Applications are freezing and crashing ................................................ ......... .....  2.3 Laptops 1. Citywide Laptop Inventory is aging and behind in Windows updates..................  2.4 Mobile Devices: Tablets/Smart Phones 1. High administrative cost to support Mobile Devices (iPhones and iPads)...........   2. Inconsistent Provisioning of Windows-based Tablets.............................................. .....   3.1 Department Applications 1. Accela application Platform Change Management is difficult to administer ............ ......... .....  2. NextGen EPM-EHR (5 years old) ............................................................................ .....  3. Rent Board application critical functionality (2 years old) ....................................  3.2 Enterprise Applications 1. Lagan not the right Citizen Relationship Management solution (8.5 yrs. old) .....  2. OnBase/Records Online is underutilized (deployed recently) ................................. .....  3.3 E-Government/Online Applications 1. Too many systems for managing customer solutions.............................................. .....   2. Parcel Popper data is out of synch and becoming more difficult to administer ....... .....   Technology 1. Current CRM (Lagan) Features & Functions are not fulfilling the City’s needs ....... ......... .....  2. Current staffing levels and resources in 311 limit ability to maintain a City Goal of 95% answer rate......................................................................................  3. 311 needs training commitment from Client department to maintain and exceed Staff Skills, Knowledge & Abilities ...........................................................  4. 311 needs to find resource documents quickly and efficiently on shared drive (S Drive) when actively on the phone with customers .................................... .....   5. Current 311 Call Center staffing hours do not allow for staff to communicate with management or work cases within their personal queues ...........................  4. 311 Call Center Focus Group Input M O T 4.1 3. Software M O T

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Digital Strategic Plan: Findings & Recommendations

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