IT DSP Findings & Recommendations

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

October 17, 2016 v5.1

 The loss of staff time and opportunity costs.  Inadequate supervision/review of case.  Staff frustration and impacted morale.  Compromised case review.  Potential impact of not collecting fees.

 Public being charged fees creates poor customer service.  Inefficient and room for error and it slows down counseling.  The lack of counselor compliance.  Distracts counselor from more important counseling work.  Inefficiency due to the inability to produce an APAR report.  Have to take RTS2 screenshots (multiple screens sometimes).  Impediment to follow-up.  Impacts customers’ service, inconsistent advice to customers.  The lack of accountability and difficult answers: “Counselor shopping”.  It is inefficient to have to pull up multiple screens, adding time to session.  Decreased ability to report to the Board, the public, and internally.  Inability to track the number of customers’ cases, where agency resources go to.  Do not know number of cases, thus cannot adjust internal training and outreach.  Poor customer service reflects badly on the agency.  It prolongs counseling sessions if documents cannot be found.  Impacts ability of management to access data outside of office.  Could delay responsiveness. The IT Focus Group revealed a number of challenges with the RTS2 custom programmed application:  There is no COTS for this requirement, it is custom built application developed in Eclipse  A lot of holes in the initial implementation have not been addressed.  It was designed to reproduce a paper-based process without a BPI assessment.  Unrealistic expectations on the part of IT staff and end users.  Very limited in-house support  Need to prioritize between stabilizing the platform and preforming enhancements.  Professional Services to support the application have proven to be expensive. Recommendations:  Implement a Rent Board Case Management Application Features/Functions  Use a web intake E-Form.  Provide tracking tool for outgoing responses.  Provide automatic responses, emails, and notifications.  Provide unique identifier for case management.  Allow for attachments.  Provide a center repository for data.  Allow for prioritizing cases. According to City IT staff, this results in the following:  Continuous bug fixing and unstable platform.  IT staff is pulled off other projects and priorities to stabilize the application.  Slows down online registrations.

Digital Strategic Plan: Findings & Recommendations

© 2016 65 ThirdWave Corp 11400 W. Olympic Blvd. Suite 200 Los Angeles CA 90064 310.914.0186 V 310.312.9513 F

Made with FlippingBook HTML5