IT DSP Findings & Recommendations

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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