Findings and Recommendations City of Berkeley: Digital Strategic Plan and Cost Allocation Plan
October 17, 2016 v5.1
Request by Department Tickets by Date Ranges By Council District By Location/Geo-spatial Analysis Management Dashboard Report by Agent & Customer Queries by topic, requests, dates, etc.
Status of Requests. Number of Requests. Completed request by deadlines. Ad Hoc. Interfaces: The proposed system should interface with the following: GIS / Map Viewer Work Order Systems (Accela, FUND$, ETIMS) and future Work Order systems Zero Waste (Garbage Division) Business License System Benefits: Service more calls and customers. Significantly improve customer wait time Full service on-line service center (submit service request/track service request) Improved consistency and accuracy. Improved customer service / service delivery. Enhanced public perception. Compliance with public records requests. Help with Council requests, more satisfied Council. Internal customers would be happier. Improved efficiency and staff time savings. Not having to “swivel chair,” which will eliminate customer holds (equals 2 – 5 minutes, or having to call back at 2:30pm when the drivers come in). Redirect drivers with legitimate missed pick-ups in real time, when they are still in the street. Phone System OnBase ECMS
Quicker completion time. Improved follow through. Increased accountability by knowing who is working on an item. Improved staff resource utilization.
Make staff available for high-value work. Allow for performance measurement. Improved reports to executives and Council. Improved internal and external communications. Foster public self-service.
Inability to find documents quickly on shared drives. According to City IT staff, 311 staff have the following challenges:
The inability to find documents when active on the phone with customers.
Digital Strategic Plan: Findings & Recommendations
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