IT DSP Findings & Recommendations

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

October 17, 2016 v5.1

 Ensure that information gets into the right system.  Provide Auto Payments  Provide an online portal for the public to submit requests Interfaces:  Route Smart  CRM

 GIS  ERP

 County System  3rd party billers Reports:  By service location.  Commercial customer service level and type.  State report.  Recycling report.  Diversion.  Billing schedules.  Accounts Receivable reports.

 Ad Hoc reports.  Route reporting  By work order type, department, queue (allocation), requestor, and work order handler  Multi-sort (sort by multiple columns) Benefits:  Improved business processes.  Better reports with useful information for decision making.  Improved customer service.  Reduced calls to the Customer Service Center.  Satisfied customers.  Reduced staff time for multiple departments,  Improved route optimization.  More efficient operation.  Improved customer service and billing.  Improved the budget procedure.  Improved staff morale.  Reduced processing cost by reducing overtime.  Improved service level.  Reduced operating expense.  Improved performance and morale.  Reduced truck maintenance.

Digital Strategic Plan: Findings & Recommendations

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