Increased Options, Reduced Barriers for Public and County Staff

Charlie Haase, Chief Information Officer, Information Services and Technology

Service Delivery - IST will seek opportunities to offer more self-service along with personalized, flexible, and accessible tools for the Public and County staff.

Strategy 1: Enable the public and staff with online services.

Action

Develop and implement online payments in departments such as Cultural Services, Community Development Agency, Parks and Open Space and the Assessor Recorder County Clerk’s office.

Metrics

The top five County online payments are available within the next two years.

Action

Implement electronic signature capability and make available to departments.

Metrics

Electronic signature has been implemented and is an available tool for forms that do not require a “wet” signature.

Action

Automate the highest-use forms so they can be completed and fully processed online, including the use for electronic signatures.

Metrics

The seven highest-use forms have been automated within the next two years.

Action

With support from the ATOM Team, successfully implement Tyler-Munis.

Metrics

100% of employees and managers use self-service options to complete time entry and enroll in all benefits.

Action

Develop and deliver Tyler-Munis user training and documentation.

Metrics

80% of employees report that training is good or very good, which is confirmed by a survey conducted following implementation.

Strategy 2: Implement new technologies that improve employee productivity.

Action

Implement single sign-on so that County employees only need to log on to their computer and all their software applications are available without performing separate logons.

Metrics

  • Implement all new applications with single sign-on including Tyler Munis ERP systems
  • Implement single sign-on for all enterprise systems within the next three years
  • Complete implementation of single sign-on for the County enterprise in five years.

Action

Deliver new/upgraded infrastructure as fast as Google or Amazon.

Metrics

Within the next two years implement Service Level Agreements with customer departments for delivery of servers that match the time it takes for delivery of a server on Google or Amazon.

Action

Redesign and re-deploy the County Intranet (MINE).

Metrics

  • Complete within the next two years.
  • 80% of employees report that County information is much easier to access, which is confirmed by a survey conducted within one year of implementation.

Strategy 3: The County website and business applications will be intuitive to use with built-in help, reducing the need for end-user training - Modernize new software releases to eliminate the need for end-user training.

Action

Conduct focus groups to identify areas of improvement in navigation for the website.

Metrics

Two focus groups conducted per year beginning within the next year.

Action

User experience standardized – looks the same, same flow, same organization of content.

Metrics

Standards for user experience implemented for all new project work within the next three years.

Action

Expand learning options by making online self-help available resulting in a reduced need for end-user training.

Metrics

Every new implementation has online self-help options within the next three years.