IT DSP Findings & Recommendations

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

October 17, 2016 v5.1

 Giving customer wrong or outdated information.  Longer customer waits and call backs amounting to as much as a week later.  Frustrated CSR when they cannot resolve the issue or when the client department will not take the call if 311 has exhausted research for resolution.  311 operating hours results in:  There is no time during the day for management to hold staff meetings to address current issues or seasonal demands, which can lead to unclear communication and direction.  Cases can age, leading to multiple unnecessary follow up calls on the same issue.  Can impact credit card end-of-day closing procedures. Replace Lagan with an improved CRM system. (See above.)  Increase staff in 311 by one agent to allow for coverage of breaks, absences and to service incoming call volume.  Explore the use of retired annuitants for temporary help during peak times and vacations.  Explore the use of volunteer help from City residents allowing more involved constituency.  Explore using student assistants for back office work.  Department Training  Implement a good repository for knowledge documents, in the OnBase ECMS.  Adopt strong OLAs/SLAs with departments, e.g., response times for 311 information requests and closing out cases.  Adopt a policy where department take calls when 311 has exhausted resources.  311 Operating Hours  Change hours to 8:30 – 4:30 matching the Customer Service Counter. Benefits:  Staff time savings.  Improved customer services; reduced wait time, reduced abandoned calls, and service more calls.  More satisfied Council and City departments.  Clearer direction and enhanced knowledge for staff.  Improved service to the customer.  Better case management.  Improved morale. Recommendations:  Staffing Levels: 

D SW 17 Help Desk Software Findings:

The Sustainability IT Focus group revealed a number of challenges:  Double data entry between the help desk in-box and the existing tool, “DOIT”.  Asset management is a problem; it is currently done in a manual method.  Technical documentation is poor.  DOIT is not integrated with Active Directory.  DOIT does not consider software, and does not provide software asset management

Digital Strategic Plan: Findings & Recommendations

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