Findings and Recommendations City of Berkeley: Digital Strategic Plan and Cost Allocation Plan
October 17, 2016 v5.1
Lack of real time communication between crews, 311 Customer Service and Zero Waste Management. The inappropriate use of a Customer Relationship Management system (Lagan) as a Work Order system. Start Service is sometimes sent to Zero Waste Management in error instead of going to Revenue Collection for account set up. Lack of integration between Lagan, Route Smart and FUND$. The use of a land-based application to bill for refuse service, e.g., the County billing by parcel. The County's system can show an account as commercial, but is could be residential. There is no account receivable reconciliation report that end uses can run. Lack of staff resources. Lack of technology: GPS, payroll, and tools to communicate with customer. Lack of equipment throughout the Zero Waste division.
Quite a few of these activities are paper based. According to City staff, this results in the following: Inefficient service delivery. Insufficient Operational Data Cost impacts. Customers could over pay or under pay. Requires bill adjustments. Generates customer questions. Missed pick-ups. Inefficient operational procedure. Could impact billing. Missing tasks.
Customers could be billed an inaccurate rate. Makes it difficult to analyze revenue collections. Impacts budgeting. Increased operational costs. Staff burn out and low staff morale. The cost of working in hardcopy, e.g., paper, toner, copier, space, and staff time. Recommendations: Implement a Refuse Billing Application. Features/Functions:
Explore replacing Refuse Billing Application. Identify service location vs. billing location. Provide a bill with sufficient detail. Provide Automated Workflow. E-forms.
Web enabled application. Support mobile devices
Communication with the public via social media tools. Provide customer access to their accounts over the web. Ensure all the right questions are asked of customer up front.
Digital Strategic Plan: Findings & Recommendations
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