IT DSP Findings & Recommendations

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

October 17, 2016 v5.1

 Auto populate contact information (pull data) with buttons for issues.  Ability to print; easily.  Public could enter “who are you” and get their counselor file.  Provide case status.  Ability to pull up a case, override the application with an anonymous customer.  Adopt the use of OnBase as the storage devices. Develop enterprise taxonomy: name, address, and phone.  Web-enabled.  Support mobile device.  Robust security.  Provide warnings/important notices. Reports  Email lists.  Open/closed cases.  Cases by type.  Cases by length of time.  Number of contacts.  Cases recorded for investment/registration.  Cases by counselor.  Cases by dates.  Cases by property.  Custom Reports. Interfaces: The proposed system should interface with the following:  On-Base.  Property-finder.  Export data to Excel. Benefits:  Improved customer service.  More consistent counseling and level of service.  Faster and easier methods for tracking interactions with clients.  Metrics for assessing caseload, case complexity, timelines and issues.  Facilitated supervision.  Increased training opportunities since areas of subject matter weakness will be revealed.  Increased efficiency in all challenges identified in the workshop.  Reduced redundancy since client will be referred to the same counselor.  Next steps will be clear because previous steps were documented.  Faster processing time since emails and letters will be pre-populated and partially automated.  Improved co-ordination with other City departments; in all challenges identified in the workshop.  Track and report on important topics for other City departments.  Improved customer satisfaction, IT staff, Rent Board staff and customers.  Be able to properly attend to their exemption verification program.  Free up IT resources for other projects.

Digital Strategic Plan: Findings & Recommendations

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