IT DSP Findings & Recommendations

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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