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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