Analysis also uncovered inefficiencies in the Management of the county’s Service Catalog. Business units can provision a variety of services from DIT, but it was often unclear on the division between IT services and business services and which services were being consumed. This led to inconsistent support, delayed onboarding for new employees, configuration issues, and unplanned service outages. Elements of the improvement phases included the creation of a comprehensive service catalog as well as a service subscription catalog to ensure proper documentation of who uses what services. Management of the Service catalog has improved Service delivery at Allegheny County by:
Workforce Management System Implementation DIT completed a multi-year, enterprise-wide initiative to implement a central time and attendance system. The project was managed by the Project Management Office (PMO) and the application configuration was completed by a team of application analysts who now support the live application. While individual departments were configured and implemented incrementally—with the Budget and Finance Department the first to go-live on January 17, 2019—the project was completed when the Controller’s Office went live on August 28, 2023. The project team overcame numerous obstacles due to the complexity of the county’s operations as well as the breadth of industries and bargaining units that comprise the county workforce. The new system’s implementation enabled the county to retire multiple obsolete systems, including internally developed and maintained applications, Kronos, and paper tracking. The implementation enables standardized time keeping practices across county departments, empowering centralized reporting workflows.
• Clearly enumerating services and responsibilities.
• Understanding and reducing shadow IT. • Reduced spending on redundant services and applications. • Standardization of inter-departmental data exchanges • Reduction in resolution time of reported issues • Improved Security Posture. This practice reduces costs by eliminating unnecessary redundancies, standardizing configurations, improving customer service response time and satisfaction, and improved compliance trough a reduction of shadow IT.
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