IT DSP Findings & Recommendations

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

October 17, 2016 v5.1

 Lack of inventory of pavement markings.  Lack of parts and materials inventory.  Lack of ability to track work orders cross-functionally.  Lack of workflow automation.  Lack of facility management software.  Lack of a feedback loop (internally/community) and the status of a work order.  When a Lagan case is created it comes out as a Customer Service Request, not an HTE work order.  Lack of online forms for the public.  Lack of E-Signature capability.  Lack of ability to reclassify work orders.  Work Orders are not mobile-enabled.  Lack of remote access to work order system.  Lack of reporting capabilities. Work processing:  Duplicate data entry.  Difficulty taking index cards/documents forward into applications.  Lack of clear policy, roles and responsibilities related to work orders creation and completion.  Lack of a Database Administrator (DBA) Integration  Lagan CRM is not integrated with the HTE Work Order system.  GIS is not integrated with Lagan and HTE work order systems.  Lack of integration with payroll/AR/AP.  HTE, Lagan, and Excel are not integrated with asset management. According to City staff, this results in the following:  Staff time leads to increased errors.  Lack of a consistent method of communication to crews.  Lack of work history.  Cannot get information out of the HTE system because of the lack of vendor support. It is more expensive to get upgrades.  Lagan is cumbersome, making it inefficient.  Errors due to miscommunication.  Inability to plan/budget efficient maintenance program.  Delays in job completion, causing customer frustration, delay of scheduling and audit findings.  Duplicate work.  A lack of accountability.  Research is made difficult and there is a loss of institutional knowledge.  It distorts communication requests and internal requests.

 Delayed of Work Orders.  Dissatisfied employees.  Inability to properly utilize staff resources.

Digital Strategic Plan: Findings & Recommendations

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