IT DSP Findings & Recommendations

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

October 17, 2016 v5.1

 DOIT is incredibly clumsy and time consuming, it lacks auto-routing/workflow automation, and a ticket can only belong to one person.  DOIT breaks often. According to City staff, this results in the following:  Staff time, every day. One or two staff are dedicated on a given day to routing.  Higher software maintenance costs due to lack of software assets visibility.  Lack of visibility into service requests and customers have to call to follow up on the status. Recommendations:  Replace the existing system with a new enterprise Help Desk application. Benefits:  Consolidation to one system used by IT for receiving all requests.  Better tracking of requests and status.

 Ensure requests are resolved in a timely manner.  More visibility of customer into their ticket status.  Improved knowledge base.  Better reporting metrics.  Improved asset management.  Software compliance.

 Improved morale for IT staff.  Improved customer service.  Greatly improved productivity.


Software: Enterprise Enterprise Software denotes applications used by all departments, by all key departments, or many departments across the City. An enterprise technology vision, which the DSP Roadmap proposes, typically adheres to the following:  Enterprise software benefits several business units across the organization, taking advantage of economies of scale.  Enterprise software pools financial resources from one or more business units or departments to procure systems that otherwise might not be affordable by one business unit.  Avoids the purchase of technically disparate systems that provide the same functionality.  Procures systems that meet an Enterprise Architecture and established technology standards to minimize operational costs and maximize investments in technology.  Decreases the overall workload on IT staff by not having to provide technical support on numerous redundant applications or applications that do not meet the City’s standard Enterprise Architecture or standards.  Typical enterprise applications include ERP Systems (e.g., financial. human resource, work order, procurement, asset management applications, etc.) Enterprise Content Management Systems, and Geographic Information systems.

Digital Strategic Plan: Findings & Recommendations

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