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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