A new technology strategic plan was the topic of a recent city council workshop, after residents said they felt the city was falling behind.
ZCo consulting surveyed city employees to identify places where technology was working well and opportunities for improvement.
They found the city’s numerous systems were often isolated, leading to a longer list of steps to accomplish tasks. Additionally, there is no method for residents to perform online transactions on the city’s website, and a lack of IT training for employees to provide quality customer service to residents.
Some recommendations include: updating the city’s website to make it more business friendly, upgrading the parking ticket system, and establishing a legal case management system.
The city’s strategic plan pushes for them to become an “e-government innovator,” but some council members want to get on par with other municipalities first.
“I think that’s a little lofty,” said Councilman Grant Wehrli. “We don’t want to innovate, we just want to get with the times. I think we need to re-scope what we are trying to do here.”
“If I were a resident who had to go through one of these processes or if I was someone who really needed a [Freedom of Information Act request] quickly, or if I was somebody who was trying to get a plan approved to see if something was going to work, I would expect from the city of Naperville really efficient, top-notch service,” said Councilwoman Judy Broadhead. “And really what you are saying is that we are going to have to spend some money in order to do that.”
The council agreed technology changes need to be made and will discuss the items again during their Capital Improvement Program workshop later this year.
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