Findings and Recommendations City of Berkeley: Digital Strategic Plan and Cost Allocation Plan
October 17, 2016 v5.1
Digital Strategic Plan: Findings & Recommendations © 2016 68 ThirdWave Corp 11400 W. Olympic Blvd. Suite 200 Los Angeles CA 90064 310.914.0186 V 310.312.9513 F Mobile application: for City staff and community. User friendly GUI (Graphical User Interface). Ability for non-programmers to configure the system. Drop down menus. Ability to reclassify and reassign a case. Workflow Automation, automatic notifications and escalations. Provide status tracking and track deadlines. Customer ability to check status. Public Records Act module. Ability to track the status by City staff and the public. Merge duplicates: people and customers. Avoid duplicates. Knowledge database repository. Allow certain key users to update the knowledgebase. Provide the ability to migrate data from development into the production environment. Cloud-based. Provide KPIs dashboards Support collaboration. Prioritization of tasks with assignable deadlines. Reports: Aging Report PRAs (Public Records Act requests) Service Type Lagan cannot index the City website for knowledgebase. Lack ability to identify duplicates in knowledgebase. Inability to track end users on the system. Scanning: hand written truck reports are scanned and data entered (2 hrs./day by one person). There is a lack of IT staff to work on the backend configuration of CRM Lagan (Verint). According to City staff, Lagan’s technology issues results in the following: Information is not current. 311 staff may give out outdated information. Spend a lot of time searching for information. (30 minutes for each staff (per day), 8.5 FTEs., or the equivalent of 1,020 hours per year – which equals .5 FTE.) Cases go to the wrong department, and stay in the wrong person’s queue, until it is escalated. Automated reminder can be set up in configuration but was not done at initial set up of system. Lack of real time data. Lengthy knowledge searches extend customer wait time on hold Recommendations: Replace the existing Lagan system with a Customer Relationship Management (CRM). CRM is a term that refers to the policies, practices and technologies organizations use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer relationships and enhancing customer service. Features & Functions: Enterprise application with a single point of entry. Web-enabled.
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