Item 4Improving Customer Service through Technology Updates
Alison Ortowski
Agenda
Why technology?
Background
IT Alignment Study
Study Recommendations
Implementation of Recommendations
How are we funding these projects?
Strategic Initiative Fund
Next Steps
Background – IT Alignment Study Findings
Inefficient business processes
Lacks critical integration
Reporting and analysis difficult
or even impossible
Out of date & hard to use
Background – Study Recommendations
Online PO
IT Governance
Financials / HR / UB
Public Service Ops
Public Safety Ops
DRC IT Enablement
Improved Reporting
Online Self-Service
Online Records
How are we funding these projects?
Strategic Initiative Fund
Minimizes borrowing for needed projects
No dipping into reserves for operational expenses
Limited to one-time, non-recurring expenses
Funds high impact projects
Strategic Initiative Fund
Benefits:
Optimizes use of technology by funding initiatives
Speeds implementation and software integration
Allows us to meet study recommendations quickly to enhance service levels
Next Steps
Complete implementations
Munis Financial
Vendor self-service
Munis Human Resources:
Employee self-service
Online applications
Munis Utility Billing:
Online customer access
Payment online
Credit card acceptance
Accela as scheduled
PerformancePoint as scheduled
Continue to seek new technologies to enhance customer service
Continue the use of data to drive decision making
Questions?
Alison Ortowski
817-748-8261
Foundational Software – Public Safety Ops: CRIMES
Go Live: April 2007
Customer Service Benefits:
Foundational Software – Financial
Go Live: October 2007
Customer Service Benefits
Foundational Software – Human Resources
Go Live: January 1, 2008
Customer Service Benefits
Foundational Software – Utility Billing
Go Live: May 12, 2008
Customer Service Benefits
Foundational Software – Public Service Ops: Accela
Two implementation tracks:
1. Asset Management
2. Land Management
Accela Asset Management
Go Live: August 2008
Customer Service Benefits
Accela Land Management
Go Live: November 2008
Customer Service Benefits
Improved Reporting – Microsoft PerformancePoint
Go Live: September 2008
Customer Service Benefits
Cost vs. Benefit