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
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